WEC PROJECT

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CRISIS MANAGEMENT- IMPORTANCE OF
WRITTEN COMMUNICATION
SUBMITTED TO- Prof. Roshan Lal Raina

SUBMITTED BYGROUP 5, SECTION B
AMAN KUMAR (PGP30062)
ABHISHEK MURARKA (PGP30065)
DEVENDRA SINGH (PGP30073)
KHUSHBOO GOEL (PGP30084)
NAVYA KULSHRESHTHA (PGP30091)
NIKITHA TJ (PGP30093)
RISHI SINGH (PGP30097)
JITENDRA SINGH TOMAR (PGP30418)

11/7/2014 5:39 PM

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TABLE OF CONTENTS

ACKNOWLEDGEMENT ............................................................................................................................... 3
MEMORENDUM ........................................................................................................................................ 3
EXECUTIVE SUMMARY .............................................................................................................................. 4
INTRODUCTION ............................................................................................................................................. 5
CRISIS MANAGEMENT (Techniques & Examples) ......................................................................................... 6
KEY EXAMPLES (Written Communication) ................................................................................................ 7
a)

TOYOTA- Product Recall ................................................................................................................ 7

b)

FLIPKART- Big Billion Day .............................................................................................................. 8

KEY EXAMPLES (Social Media Communication) ........................................................................................ 9
a)

SOUTHWEST AIRLINES .................................................................................................................. 9

b)

RED CROSS .................................................................................................................................. 10

c)

JC PENNEY

References: 1. Pearson C. (Feb 2002). A Blueprint for Crisis Management. Retrieved from http://iveybusinessjournal.com/topics/the-organization/a-blueprint-for-crisismanagement#.VFX_hfmUclI 2. Hoffman L. (Feb 3, 2010). Open Letter to Toyota Customers Hits Pothole. Retrieved from http://www.ishmaelscorner.com/2010/02/03/open-letter-to-toyota-customers-hits-pothole/ 3. Hoffman L. (Feb 6, 2010). Crisis PR: Toyota’s Second Letter to Customers Stays On The Road. 5. Benoit, W. L. (1997). Image repair discourse and crisis communication. Public relations review, 23(2), 177-186. 6. (July 26 2013). Southwest flight landed nose FIRST at LaGuardia causing landing gear to collapse. 10. Rahul R. (Oct 7, 2014). Analysing the Deal Behind Flipkart 's Big Billion Day Sale. Retrieved from: http://www.ibtimes.co.uk/analysing-deal-behind-flipkarts-big-billion-day-sale-1468884