Chapter 9: Crisis Management

Today, we'll learn bout Crisis Management.

In PR career, the most famous and well managed crisis was Tylenol crisis of Johnson & Johnson that happened in 1982. What Johnson & Johnson did was they convoke a press conference immediately after the crisis happened. Instead of blaming the packaging and production department, they apologize for their negligence and showed concerns on those Tylenol victims. It took some time for this brand to rebuild its image and market value, but the audacity of their PR in conveying, confessing and handling this crisis was very impressive and till now, people are still incense on their bravo conducts in handling it.

Another example which was just happened recently in Toyota, there are problems in Prios, so they pulled back all the cars from the market, including those which had sold off, and their credibility in this case had actually increased their sales.

Miss, I hav 1 more example. There is this one organization, there was negligence in construction of their rules and regulation, and this causes some people lost their qualifications in participating the organization's activity. At the beginning, while everyone was waiting for the truth, they did not brought up any updates to the public. Instead of calling up a PC as what Johnson & Johnson did, this organization authorize and manipulate info in their hand and tent to sneak everything underground. But, due to the risen of new media, this simple mistake had now became a crisis, and because of their irresponsible and irrespective resolution, this organization had lost it trust among public.

Ya. So throughout those examples, what we can conclude is , as an representative of an organization as what Neo said, a brand or a company, image and reputation which your superior took so many years to build, is very very important. Once crisis happened, apologize and tell the truth. Don ever underestimate the public by bringing them hitting around the bush. Public nowadays aren't dump. They have their own judgement, to determine what is right and wrong, they even have their ways to look for the truth if you refused to tell them what's exactly happening now. Don't ever think that apologize is an action of a coward; those who manipulate facts and do not apologize are even worse than coward.

Js, what organization is that? Is it our school?

No la. An organization that brought me here.

This chapter is going to come out in your final yea......

後記：今天上crisis management, 是感同身受，所以吸收力特別好？

哈哈！