Digital Crisis Management–evaluating Taco Bell and Jet Blue

March 27, 2007

Here is a very interesting assessment of two recent crises–Taco Bell and the rat problem and JetBlue’s customer service–and how each of these companies is responding on the Internet.

The point that Ed McLaughlin of SVM E-Business Solutions is making is a very important one. Your crisis communication plan had better have a very strong element of digital communication including YouTube, a crisis website, key search terms, etc. (I was especially intrigued in this article how Taco Bell co-opted negative search terms such as “taco bell rats.”)

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