Just thought I should quickly share this case study on good crisis communication by Vodafone.
What happened: A fire at Vodafone in the Netherlands caused clients not being able to call nor use mobile internet for days over Easter, and problems are still not fully solved at the moment of writing this post.
Vodafone replied clear and simple: they released YouTube videos of the Dutch CEO and other key staff explaining the problem, giving a behind the scenes look and showing the damage and how hard they are working to fix it:
CEO Rob Shuter gives an update of the incident at Vodafone NL
Vodafone CEO takes us through the building and gives clear background information on the damage caused
Lesson learned: Honesty and transparency (and personalization) create understanding amongst the public and is the best way to respond to a crisis.
See all related Vodafone videos on http://www.vodafone.nl/herstel/