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AEV: When bad things happen
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AEV: When bad things happen

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How a company respondes in times of a crisis is usually what gets remembered and impacts the brand's reputation. Case study of BP gulf of mexico oil spill in 2010 compared with J&J Tylenol crisis of ...

How a company respondes in times of a crisis is usually what gets remembered and impacts the brand's reputation. Case study of BP gulf of mexico oil spill in 2010 compared with J&J Tylenol crisis of 1982

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    AEV: When bad things happen AEV: When bad things happen Presentation Transcript

    • When Bad Things Happen… Sean McDonald seanmcd@antseyeview.com @iamseanmcdonald Jake McKee jake@antseyeview.com @jakemckee
    • Who we are… Ant’s Eye View is the industry’s only practitioner brand. Our leaders are experienced professionals who’ve delivered tangible business impact at large enterprise organizations.
    • Company Response 1982 2010 Easier or Harder for a company response in 2010? Do social media and online networks help or hurt?
    • Water Disasters (1995)
    • Water Disasters (2010) • Oil spill is tragic and people will talk, but how BP responded drove more mentions Source: Radian6
    • Two water disasters can improve the situation Source: Radian6
    • Expectations in 2010 (good or bad times) 1. Be Timely 2. Be Honest 3. Be Responsible 4. Be Transparent 5. Be Human
    • What could have BP done? • Be Timely – First messages were to avoid guilt and to control • Be Honest – Admit that size of spill is not understood in the beginning • Be Responsible, But don’t Control – Ask for help – Invite ideas • Be Transparent – Talk about the who is working on the ideas, what you are doing with the ideas submitted by ordinary citizens • Be Human – Empathetic, apologetic, disgusted, angry – NO whining – Real content
    • What changes do you make after losing 50% of market cap? Source: Yahoo