WEEK 5: Social Media Crisis-Legal Risks in Domino’s Pizza

There are many companies and services around the world that experienced social media crisis and risk attack over years. Some of them can deals with these crises, and others find difficult to overcome their crisis management plan. Domino’s Pizza is one of the leading companies that overcome the failure and social media crisis plan the last three years ago. It uses effective strategies and learning tools to deal with the challenges dealing with crisis communication plan.

Let’s have a look at the strategies and mistakes the company did, and take a chance to learn from this case study for others to benefit from!          

Risk to the organisation

Domino’s Pizza has experienced a viral attack in 2009 when Conover N.C. franchise uploaded a viral video showing disgust sample of sandwiches before it instantly went to Domino’s Pizza, which creates social media crisis.

Confidential information

Domino’s Pizza is made a big fault of not saving communication strategies on their social media platforms before social media crisis.

Technology risks

Domino’s Pizza did additional mistakes of being not notified about social media crisis presence. It leads to more problematic aspects like attacking by horrified customers who accused the company of ignoring the problem. Domino’s has immediately overcome the problem by notifying their loyal fans about the crisis.

Solutions and overcome the crisis

Once Domino’s has understood the main problem, they set up a Twitter account explaining to the customers that this was an isolated problems, and they will resolve this mistake in the short-term. Once they set up a Twitter account, they encourage their followers to release this official statement and spread it everywhere.

Taking actions

The official statement is comprised of significant control options which maintain the company security and help to get connect with customers. The official statement which release through a Twitter account contains the following information: showing true sincerity the brand and the problem; presenting the action to avoid horrific situation in the future might be happened; optimization the official statement to be alongside the offending video, responding to the social media crisis on the same channel it release from, and explaining the strategies that help to avoid the problem. What is the great effort Domino’s Pizza has to avoid the crisis!          

References

http://www.melissaagnescrisismanagement.com/social-media-crisis-case-studies/

http://www.melissaagnescrisismanagement.com/dominos-pizza-a-look-at-the-timelessness-of-a-social-media-crisis-plan/

http://www.melissaagnescrisismanagement.com/todays-challenge-use-spring-as-inspiration-to-build-your-network/