Speed is key in crises
Posted: Mon Jan 06, 2025 8:38 am
The tweet that started the buzz for @Sweden
The tweet that started the buzz for @Sweden
Yet @Sweden never intervened. Why not? If you want to convey the value of 'tolerant', you have to be tolerant yourself, according to Patrick. That also means that you should not intervene when things threaten to go wrong. Give the curators confidence and help them if they are open to it. With luck and patience, they survived several incidents, even that of an attack by Wikileaks . @Sweden's fans solved it for them, there was never any intervention from 'higher up'.
Now that the novelty of the curated account has worn off, people often ask: when are you going to stop? Patrick: “ Who cares? Because that's when it ends, when nobody cares anymore. ”
Cindy Penders, manager external communication ING NL, said it again honestly and openly: we did it wrong. Of course she referred to the online banking incident a few weeks ago, in which many ING customers saw incorrect balances on their accounts. “Fast is more important than correct, it turned out. We chose to wait until we could give a singapore phone data correct answer, instead of responding quickly that we are aware of the problem but are still investigating what is wrong. Next time we will definitely do it the other way around.”
Research, cited by Shel Holtz and others, shows that she could indeed have done better. If you immediately admit that you were wrong, you will ultimately have less damage, also on your shares. And while we are on the subject of crisis communication, Shel also has another piece of advice: the best way to deal with a crisis is to prevent it. And one way to prevent a crisis on social media is to simply give employees access to social media at their workplace, because that is how they learn to deal with it. Train them and facilitate them. That way they will be better prepared for a possible social media crisis.
Need for change
need for changeBut this choice will of course have consequences for the entire organization, according to Penders. It has to change, whether it wants to or not. There is no point in only having spokespersons brush up on their own skills. They also need to be given more trust and mandate to be able to pick up everything quickly. They are, more than ever, the antenna of the organization. Crucial according to Penders, if you want to be in the driver's seat: " Do you want to be the actor in someone else's story, or the director of your own story.
The tweet that started the buzz for @Sweden
Yet @Sweden never intervened. Why not? If you want to convey the value of 'tolerant', you have to be tolerant yourself, according to Patrick. That also means that you should not intervene when things threaten to go wrong. Give the curators confidence and help them if they are open to it. With luck and patience, they survived several incidents, even that of an attack by Wikileaks . @Sweden's fans solved it for them, there was never any intervention from 'higher up'.
Now that the novelty of the curated account has worn off, people often ask: when are you going to stop? Patrick: “ Who cares? Because that's when it ends, when nobody cares anymore. ”
Cindy Penders, manager external communication ING NL, said it again honestly and openly: we did it wrong. Of course she referred to the online banking incident a few weeks ago, in which many ING customers saw incorrect balances on their accounts. “Fast is more important than correct, it turned out. We chose to wait until we could give a singapore phone data correct answer, instead of responding quickly that we are aware of the problem but are still investigating what is wrong. Next time we will definitely do it the other way around.”
Research, cited by Shel Holtz and others, shows that she could indeed have done better. If you immediately admit that you were wrong, you will ultimately have less damage, also on your shares. And while we are on the subject of crisis communication, Shel also has another piece of advice: the best way to deal with a crisis is to prevent it. And one way to prevent a crisis on social media is to simply give employees access to social media at their workplace, because that is how they learn to deal with it. Train them and facilitate them. That way they will be better prepared for a possible social media crisis.
Need for change
need for changeBut this choice will of course have consequences for the entire organization, according to Penders. It has to change, whether it wants to or not. There is no point in only having spokespersons brush up on their own skills. They also need to be given more trust and mandate to be able to pick up everything quickly. They are, more than ever, the antenna of the organization. Crucial according to Penders, if you want to be in the driver's seat: " Do you want to be the actor in someone else's story, or the director of your own story.