O slideshow foi denunciado.
Utilizamos seu perfil e dados de atividades no LinkedIn para personalizar e exibir anúncios mais relevantes. Altere suas preferências de anúncios quando desejar.
Crisis Communication      Case Study                   -Liyi Liang                    05.02.1013
what is crisis?• from the Greek word krinein meaning “to decide”• “turning point for better or worse” – Fink, S.•
Timothy Coombs:      7 Crisis Communication Strategies    Defense                Accommodative•   Attack the accuser    • ...
How does Company X perform?
Scandal @*Source:telegraph.co.uk
Timeline 15     Tesco comments from Tim Smith, Group Technical Director on FSAI beef survey JAN        UK national press...
1. Respond quickly, openly and informatively to                     media  • “The initial response represents the first pu...
2. Communicate sincerely, responsibly and considerately to                       customers
*Source: demotix.com
3. Set up centralised information centreand choose channels to disseminate info.• “Effective crisis management tries to mo...
4. Other parts of business need to be considered!                                      *Source:telegraph.co.uk
Result
crisis communication case study- Tesco horse meat scandal
crisis communication case study- Tesco horse meat scandal
crisis communication case study- Tesco horse meat scandal
crisis communication case study- Tesco horse meat scandal
crisis communication case study- Tesco horse meat scandal
Próximos SlideShares
Carregando em…5
×

crisis communication case study- Tesco horse meat scandal

26.132 visualizações

Publicada em

for more details, could visit: http://liyiprworld.wordpress.com/2013/02/14/ongoing-crisis-horsemeat-scandal-at-tesco1/

  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... ,DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Responder 
    Tem certeza que deseja  Sim  Não
    Insira sua mensagem aqui
  • DOWNLOAD FULL. BOOKS INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Responder 
    Tem certeza que deseja  Sim  Não
    Insira sua mensagem aqui

crisis communication case study- Tesco horse meat scandal

  1. 1. Crisis Communication Case Study -Liyi Liang 05.02.1013
  2. 2. what is crisis?• from the Greek word krinein meaning “to decide”• “turning point for better or worse” – Fink, S.•
  3. 3. Timothy Coombs: 7 Crisis Communication Strategies Defense Accommodative• Attack the accuser • Ingratiation• Denial • Corrective action• Excuse • Full apology• Justification
  4. 4. How does Company X perform?
  5. 5. Scandal @*Source:telegraph.co.uk
  6. 6. 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
  7. 7. 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
  8. 8. 2. Communicate sincerely, responsibly and considerately to customers
  9. 9. *Source: demotix.com
  10. 10. 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
  11. 11. 4. Other parts of business need to be considered! *Source:telegraph.co.uk
  12. 12. Result

×