Although their image was degraded they handled the public relations and crisis communication better the second time around. After the first incident they created a better PR plan to be more equipped for disaster and it paid off. For example they ensured the safety of the guests was their number one concern and made sure everyone knew it. Carnival reimbursed all passengers, gave them credit to use toward future cruises, provided each passenger with $500, and compensated them for losses at the ship’s casino tables. Instead of avoiding social media like they did the first time, they embraced it in order to keep everyone updated and show they weren’t hiding anything. Carnival Cruise Lines is a great example of what to do and what not to do. They are a solid organization but they have made a few mistakes that everyone can learn from. All of these are important skills we have learned throughout the semester. What an organization can do better, how to fix PR nightmares and how to use social media to benefit your organization.
-
Castro, Nicole. Friday Five: Brands Go the Extra Mile to Remain in the Public’s Good Graces. http://prsay.prsa.org/index.php/2013/05/31/friday-five-brands-go-the-extra-mile-to-remain-in-the-publics-good-graces. 31 May 2013.
-
Morgenstein, Mark. Mungin, Lateef. Carnival cruise line in more troubled waters. http://www.cnn.com/2013/03/15/travel/carnival-problems/. 16 March 2013.
I am glad you posted this article about the cruise lines. I remembering hearing about them and it seemed like they all happened at once. By the time people were starting to forget about what happened another incident occurred. I think during the first one they probably thought they could get away with it. They probably didn't think another disaster would happen so soon. So when the second one came around they knew they had to really step it up. It is good to hear what they did to reimburse there customers. I like how you mentioned the social media part. Even though things looked bad for them they used that to their advantage.
ReplyDelete- David
I also have a new and evolving view and opinion about cruises as a result to the negative media going on about them. It is nice to see a companies reaction to a situation and then the evolution of their PR process. They at first had a weak PR plan but they learned from their initial mistakes and were able to create a PR disaster management campaign, which proved to be more successful in healing the public image. "It seems there was a Carnival crisis PR strategy in place that the company drew upon." Having a PR strategy is a huge contributor to Carnival cruise being able to handle the second situation quickly and efficiently.
ReplyDeletehttp://www.redbanyangroup.com/carnival-cruise-lines-crisis-pr-efforts-pay-off-in-second-major-crisis-in-just-over-a-year/