Monday, April 20, 2009

Did Domino's respond appropriately?

This is a very good article from on the Domino's PR disaster of last week and how the company responded. Overall, the writer feels that Domino's did a good job in their response but questions whether the 48 hours it took to respond was too long. It appears the pizza chain was hoping that this whole episode would not gain national attention and that they could keep it contained by not responding too publicly.

The lesson here for marketers is that social media propels any story--positive or negative--quickly to the masses, making a crisis communications plan and a prompt response a must.

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