Crisis Response

In Module 4, you learned that every day, organizations are impacted by incidents and crises; some even threaten the integrity and survivability of their brand. How they respond will determine how consumers respond. Recent examples such as flight cancellations stranding passengers over the holidays and celebrity spokespeople making inflammatory statements or acting improperly come to mind. For this assignment, identify a real-world example of a public relations crisis which required an organization to address and respond.

1. Briefly describe the situation. Include a link to the story (optional).
2. What issues specifically concern the organization, brand, product, or service?
3. What communication/marketing channels did the organization use to advise customers of the situation?
4. How did the organization mitigate the problem and demonstrate customer care?
5. Do you believe they handled the situation effectively?
6. What would you have done differently?

Your answers should be 2-5 sentences per question.