Irish budget airline, Ryanair, recently received negative media attention due to Jason Roe, a Dublin based web designer, posting a blog stating he found a potential error on Ryanair’s website that resulted in the ticket price becoming £0.00. A number of Ryanair’s staff members reacted anonymously yet insultingly to Jason Roe’s blog, creating huge amounts of negative press and online attacks from social networking sites.
An established IM task force team could have prevented this negative online debate, by anticipating the issue and effectively identifying their stakeholders and listening to individuals. The company should have identified key members of the organisation to take immediate action:
Chief Executive- Micheal O’Leary
The senior leader ultimately makes the decisions, influencing the rest of the team. Listen and advise all members of the organisation for successful issues management.
Head of Communications- Stephen Mc Namara
Create PR strategy; communicate with the key stakeholders of the organisation, admit there is a problem and attempt to close the gap. Prepare statements and press releases for the media to ensure positive online pages appear on search engines. Identifying negative networking sites and rebuilding reputation through the online social sphere
Head of Customer Service- Caroline Greene
Instigate a blogger outreach programme to ensure issues can be turned around into positive PR. Ensure all staff members complete a customer service course to ensure cross organisation behaviour.
1 comments:
Hi Lauren,
Thanks for your blog. I’m writing to you today to let you know that JohnsonDiversey is one of 22 leading corporations partnering with the World Wildlife Fund to establish ambitious targets to voluntarily reduce their greenhouse gas (GHG) emissions. I’m thrilled to share with you that during a recent webinar on their commitment to LEED certified buildings JohnsonDiversey President and CEO Ed Lonergan announced that the company has tripled their initial goal of an 8% GHG emission reduction over 2003 to 2013 - to a 25% GHG emission reduction target for this same time period! The company announced it will invest $12 million to achieve the changes, but anticipate operational savings of $32 million, demonstrating that sustainability is the right approach for both the environment and the bottom line.
President and CEO Ed Lonergan stated that it is thanks to the individual commitments of JohnsonDiversey employees, who went above and beyond the proposed changes, that the company can triple their target goal. He also emphasized the company’s integrated bottom line – clarifying that JohnsonDiversey sees no separation between People, Planet, and Profit.
Join this webinar on November 18th at 1:30 ET to discover how WWF Climate Saver companies JohnsonDiversey, Nokia, Johnson and Johnson, and IBM are finding innovative solutions to combat climate change and secure our energy future while increasing their bottom lines: www.bit.ly/WWFthrive_nov18
We cannot rely upon government alone to make the changes we need to save our planet. Voluntary commitments by major corporations such as JohnsonDiversey show us that the private sector has a big difference to make. And so I am inviting you – to triple your own commitment to the environment on both a corporate and a personal level. If a multinational corporation operating in 175 countries can do it, so can we! Here’s an EPK to help start you out: http://www.bit.ly/JDaction
Among the many digital assets are Take Action Banners that lead to the World Wildlife Fund's Take Action page where you’ll learn new ways to help slow climate change. Please feel free to add any of these assets to your blog or page.
I’m trying to get this inspiring message of corporate environmental commitment to as many people as possible, so I would be very grateful if you could forward this letter to your readers and anyone else you think might be interested. If you have any questions please message me!
Thanks,
Jacob
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