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Spring Journal

Volume 28, Issue 2

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Thursday, 24 July 2014 16:15

Crisis Communications and When No News is Not Good News

No news is good news, or so the saying goes. But when equipment malfunctions and services are interrupted, no news can mean intense frustration for customers and end-users. In today’s quality and satisfaction-oriented business world, you might think that major corporations had understood the importance of good crisis communication. And to be fair, many now make efforts to keep customers informed of the causes of business interruption, the solutions being put in place, and the estimated time when normal service will be resumed. That’s what makes behaviour around a recent outage by one of the top IT and cloud service vendors so hard to fathom.

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http://www.opscentre.com.au/blog/crisis-communications-and-when-no-news-is-not-good-news/