One of the most poignant and powerful comments I’ve received since doing this blog landed today. It is from Mary Ann who was a passenger on the Greek cruise ship Sea Diamond. Her comment.
The anger against the companies involved is growing–the only recourse seems the court. Their offers and communications indicated–according to my commenters anyway–that they are far more concerned about protecting themselves financially in court than protecting their reputation. They probably don’t give a darn and maybe are planning for bankruptcy anyway. But this stuff hurts the whole industry as I indicated before.
The most relevant point for crisis communicators is that this story lives on. Months after the event, here I am blogging about it. People like Mary Ann are using these opportunities to tell their story. Sure, the media is off onto other stories, but their role these days is more to get the conversation started and then move on. It is the conversation that ought to concern companies like Louis Cruise Lines. The online record is created and is built, and there is no involvement in the conversation.
That’s why I was so impressed with Dell the other day. I blogged about their Dell Hell problems and immediately got a comment back from a Dell representative that explained how they are dealing with it. Dell gets it. Louis does not.