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Year 2013, Issue: 49, 0 - , 07.07.2014

Ayça Güzünler Menteş

Abstract

In today’s media environment, news of crisis can reach the outside world within minutes. The moment at which a crisis becomes widely known is the most vulnerable moment for an organization. In the absence of information, rumours will fill the void. Uncontrollable rumours can be devastating. The same applies to speculations or assumptions by company spokespersons who are not well prepared. Therefore it is extremely important that the media do not get a distorted picture or the wrong idea. The initial picture forms the basis for all future elaboration and adjusting this picture is extremely difficult. Good communication is therefore essential to retain the existing customers and ensure reputation of company is affected as minimum as possible. This is the success story about an unusual week at Vodafone Netherlands in April 2012, dealing with fire in Rotterdam switch building which was serving 3,5 million customers, using effective Social Media & Crisis Communication Strategies - as a result: preventing churn.

Keywords

Telecommunications Crisis Management Business Continuity Emergency Recovery Procedures Resilience Redundancy Planning Social Media Reputation and Image Impact

THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS

Year 2013, Issue: 49, 0 - , 07.07.2014

Ayça Güzünler Menteş

Abstract

In today’s media environment, news of crisis can reach the outside world within minutes. The moment at which a crisis becomes widely known is the most vulnerable moment for an organization. In the absence of information, rumours will fill the void. Uncontrollable rumours can be devastating. The same applies to speculations or assumptions by company spokespersons who are not well prepared. Therefore it is extremely important that the media do not get a distorted picture or the wrong idea. The initial picture forms the basis for all future elaboration and adjusting this picture is extremely difficult. Good communication is therefore essential to retain the existing customers and ensure reputation of company is affected as minimum as possible. This is the success story about an unusual week at Vodafone Netherlands in April 2012, dealing with fire in Rotterdam switch building which was serving 3,5 million customers, using effective Social Media & Crisis Communication Strategies - as a result: preventing churn.

Keywords

Telekomünikasyon Kriz Yönetimi İş Sürekliliği Acil Durum Kurtarma Prosedürleri Yedekleme Planları Sosyal Medya İtibar ve İmaj Etkisi.

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Details

Primary Language Turkish
Journal Section Articles
Authors

Ayça Güzünler Menteş This is me

Publication Date July 7, 2014
Published in Issue Year 2013 Issue: 49

Cite

APA Güzünler Menteş, A. (2014). THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi(49).
AMA Güzünler Menteş A. THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi. July 2014;(49).
Chicago Güzünler Menteş, Ayça. “THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS”. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, no. 49 (July 2014).
EndNote Güzünler Menteş A (July 1, 2014) THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi 49
IEEE A. Güzünler Menteş, “THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS”, İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, no. 49, July 2014.
ISNAD Güzünler Menteş, Ayça. “THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS”. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi 49 (July 2014).
JAMA Güzünler Menteş A. THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi. 2014.
MLA Güzünler Menteş, Ayça. “THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS”. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, no. 49, 2014.
Vancouver Güzünler Menteş A. THE ROLE OF COMMUNICATION AND SOCIAL MEDIA IN CRISIS SITUATIONS CASE STUDY: FIRE IN SWITCH BUILDING OF VODAFONE NETHERLANDS. İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi. 2014(49).
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