Comments on: Eurostar’s snow crisis report released http://blogs.hillandknowlton.com/mediaandcrisis/2010/02/12/eurostars-snow-crisis-report-released/ Your destination for best practice issues and crisis management, current issues, media training, presentation skills, consumer advocacy and strategic issues management Mon, 18 Oct 2010 00:18:27 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Grant Smith http://blogs.hillandknowlton.com/mediaandcrisis/2010/02/12/eurostars-snow-crisis-report-released/comment-page-1/#comment-113 Grant Smith Thu, 18 Feb 2010 09:48:48 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=250#comment-113 Andrew, thanks for stopping by, appreciate you taking the time to comment. In particular, this bit: "how crass would it have been to announce rail delays due to so many deaths on a twitter feed normally encouraging weekend getaways to Brussels". I think with all of the social media hyperbole about the dissemination of information, sometimes we all need to take a cold shower and remember we're still talking about real people, as you've pointed out. Andrew, thanks for stopping by, appreciate you taking the time to comment. In particular, this bit: “how crass would it have been to announce rail delays due to so many deaths on a twitter feed normally encouraging weekend getaways to Brussels”. I think with all of the social media hyperbole about the dissemination of information, sometimes we all need to take a cold shower and remember we’re still talking about real people, as you’ve pointed out.

]]>
By: Andrew Thomas, Communicate magazine http://blogs.hillandknowlton.com/mediaandcrisis/2010/02/12/eurostars-snow-crisis-report-released/comment-page-1/#comment-110 Andrew Thomas, Communicate magazine Mon, 15 Feb 2010 18:16:08 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=250#comment-110 Couldn't agree more. The communication from Eurostar was certainly a detriment during this crisis. One of the recommendations from the review was that Eurostar “should also consider new forms of communication, such as Twitter and Facebook, to keep passengers updated”. However, Eurostar was using these 'new forms of communication' but the company’s facebook page and twitter account were managed by the marketing department rather than anyone with a corporate or crisis communication remit. The twitter feed they were using had been set up to sell city break holidays. The subsequent lack of communication on these channels reflected the inexperience in crisis communication handling from those using them. The good news is that, 24 hours before the report was published, Eurostar launched a corporate twitter account. In fact they were able to put it to effective use today after the tragic rail accident in Belgium. I'm sure they were relieved they'd done so - how crass would it have been to announce rail delays due to so many deaths on a twitter feed normally encouraging weekend getaways to Brussels. Companies like Eurostar and Toyota are not used to the speed and ferocity with which stories can break on social media, and traditional crisis communication strategies will need to be updated. I actually think that Eurostar have subsequently responded well, in commissioning the review and acting on some of the recommendations so quickly. Couldn’t agree more. The communication from Eurostar was certainly a detriment during this crisis.

One of the recommendations from the review was that Eurostar “should also consider new forms of communication, such as Twitter and Facebook, to keep passengers updated”. However, Eurostar was using these ‘new forms of communication’ but the company’s facebook page and twitter account were managed by the marketing department rather than anyone with a corporate or crisis communication remit. The twitter feed they were using had been set up to sell city break holidays. The subsequent lack of communication on these channels reflected the inexperience in crisis communication handling from those using them.

The good news is that, 24 hours before the report was published, Eurostar launched a corporate twitter account. In fact they were able to put it to effective use today after the tragic rail accident in Belgium. I’m sure they were relieved they’d done so – how crass would it have been to announce rail delays due to so many deaths on a twitter feed normally encouraging weekend getaways to Brussels.

Companies like Eurostar and Toyota are not used to the speed and ferocity with which stories can break on social media, and traditional crisis communication strategies will need to be updated. I actually think that Eurostar have subsequently responded well, in commissioning the review and acting on some of the recommendations so quickly.

]]>
By: Grant Smith http://blogs.hillandknowlton.com/mediaandcrisis/2010/02/12/eurostars-snow-crisis-report-released/comment-page-1/#comment-104 Grant Smith Sat, 13 Feb 2010 09:08:35 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=250#comment-104 Richard, thanks for taking the time to drop by and share the review report with us and our readers. The Q&A site is really helpful. Hope it's well received. Richard, thanks for taking the time to drop by and share the review report with us and our readers. The Q&A site is really helpful. Hope it’s well received.

]]>
By: uberVU - social comments http://blogs.hillandknowlton.com/mediaandcrisis/2010/02/12/eurostars-snow-crisis-report-released/comment-page-1/#comment-103 uberVU - social comments Fri, 12 Feb 2010 21:30:15 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=250#comment-103 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by buzzmethod: RT @HK_London: Report into Eurostar crisis released today - check out #HK_crisisUK blog for assessment of the findings: http://bit.ly/dd7Fq3... Social comments and analytics for this post…

This post was mentioned on Twitter by buzzmethod: RT @HK_London: Report into Eurostar crisis released today – check out #HK_crisisUK blog for assessment of the findings: http://bit.ly/dd7Fq3...

]]>
By: Richard Holligan, Eurostar http://blogs.hillandknowlton.com/mediaandcrisis/2010/02/12/eurostars-snow-crisis-report-released/comment-page-1/#comment-101 Richard Holligan, Eurostar Fri, 12 Feb 2010 16:02:02 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=250#comment-101 You can find Eurostar's official response to today's independent review here: http://bit.ly/9idW1l and follow us on twitter @eurostarcomms for further updates. You can find Eurostar’s official response to today’s independent review here: http://bit.ly/9idW1l and follow us on twitter @eurostarcomms for further updates.

]]>