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Timeline 15 Tesco comments from Tim Smith, Group Technical Director on FSAI beef survey JAN UK national press reported horse meat scandal online at 10pm Scandal erupted everywhere- radio, television, newspaper and SOCIAL MEDIA 16 JAN Philip Clarke, Tesco CEO, posted a blog about TRUST on website at 6:39pm Tesco gave out an apology statement at 7:33pm 17 Tesco took out full-page ads in UK national newspapers to apologise for selling JAN beefburgers that contained horsemeat A tweet from Tesco Customer Care @UKTesco created buzz during the night …… 30 JAN Tesco put out the statement on investigation into meat contamination 6 Findus beef lasagne was found 100% horse meat FEB Tesco withdrew all frozen product from the French food supplier Comigel
1. Respond quickly, openly and informatively to media • “The initial response represents the first public statements the spokesperson makes about the crisis...It also builds the organisation’s credibility.” • “A quick response also helps to create the impression of control.” -W. Timothy Coombs
2. Communicate sincerely, responsibly and considerately to customers
3. Set up centralised information centreand choose channels to disseminate info.• “Effective crisis management tries to move a crisis out of the media.” -Higbee• “Once stakeholders have the facts, particularly the cause of the crisis, audience curiosity and interest would fade…So the media loses its newsworthiness.” -W. Timothy Coombs
4. Other parts of business need to be considered! *Source:telegraph.co.uk