Case Studies in Control: Putting Theory to Work
During freak accidents or problems caused by outsiders such as in this situation , some companies look for a way to shield themselves from customer frustration. Buffer eschewed the blame game and simply owned up to the problem directly. Instead, they immediately took to every communication channel they had, apologized for the inconvenience, and explained what was to be done as soon as they got a handle on the situation. Hi all. So sorry, it looks like we've been compromised.
Temporarily pausing all posts as we investigate. We'll update ASAP. Being in the dark about a situation like this is perhaps the most frustrating part for customers, and these updates went a long way in eliminating that problem. Just as important, putting the situation and current status out there for all to see served as proof positive that the team was taking control of the situation. We know from the study above that this should be to the advantage of the company in question, and given the ample coverage they received for this action Perhaps the most interesting part of this case study is how Buffer utilized the practice of Whole Company Support to deal with the influx of communication from customers.
As Chief Happiness Officer Carolyn Kopprasch recently revealed , the influx of emails the Buffer team received during the hack was staggering:. Not exactly ideal. However, with all Buffer employees having at least some experience handling support, an all-hands situation became possible. The incredibly positive reaction that Buffer received in handling this crisis is perhaps quite telling of what people generally expect from companies during a crisis i.
There are, however, quite a few lessons that we can learn from companies who have dropped the ball during a crisis. The antithesis to the great example Buffer set in responding openly and immediately is the nearly week-long response time of Sony Entertainment during the notorious PlayStation Network attack. People were outraged—if Sony deemed the attack dangerous enough to shut down the entire PlayStation Network, why did it take them days to let customers know that their personal information and even credit card data could potentially be stolen?
The nature of a crisis is that it is usually unforeseen, but as the following example shows, simple steps can often be taken to ensure that important company accounts—especially public social media profiles—will be secured, even if an employee decides to go rogue. Back when we discussed the power of virtual teams , I noted that trust was a big part of making a team work.
Admittedly, this is one of the most difficult forms of crisis to plan for, but take notes on what can go wrong from HMV when angry employees have access to important communication channels. Another recent hack, this time, the stage light glares at Adobe, who recently had their database of over million users leaked this past October. Instead, the owner took the continuing online criticism very personally, and opted for a world-class meltdown. The backlash against the little store was far worse after the above stunts on social media than it ever was due to the show.
When employees are encouraged often subtly, through company policies to do the bare minimum, that is what they will do. Greg is a writer, marketing strategist and alum of Help Scout. Connect with him on Twitter and LinkedIn. Business Case. At MIT Sloan Executive Education, our portfolio of non-degree programs reflect MIT Sloan's core mission—to develop principled, innovative leaders and to generate ideas that advance management practice.
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When a local task is completed, its If option 1 didn't work, search for the name of the journal in which the article was published e. System dynamics is a perspective and set of conceptual tools that enable us to understand the structure and dynamics of complex systems.
FSI firms are making significant If option 1 didn't work, search for the name of the journal in which the article was published e. All permission requests are granted on a non-exclusive, case-by-case basis. This is one of over 2, courses on OCW. Find materials for this course in the pages linked along the left. Petersen focuses on within-state conflict and violence.
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The Five Stages of Team Development: A Case Study
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Putting Theory to Practice
Maxe and Ellen J. He has helped develop improved solution methodologies for a variety of network optimization problems, with applications to transportation, computer science, operations, and marketing. The business case studies at LearningEdge include entrepreneurship, strategy, and system dynamics. If you need a disability accommodation to access your courses or activities, please communicate with us early in the semester.
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