An excerpt from an insightful piece from UK Guardian “Accelerating towards crisis: a PR view of Toyota’s recall” (emphasis added),
Toyota has done many things right in responding to its current crisis: its spokespeople have filled the media with messages of reassurance, its PR people have blogged and tweeted non-stop to fill the information vacuum, its website is full of details about the recall and its call centre is working flat out to deal with customer enquiries. So why is its hard-won reputation still facing the biggest challenge in its corporate history?
Analysis of Toyota’s handling of the incident provides clues as to why – despite a barrage of communication over the last fortnight – it still seems to be fighting a losing battle. And the key to its problems lie primarily in what happened before the crisis erupted, rather than its response to it (though this has been less than perfect).
[HT Richard]
Filed under: Business, ethics, insightful, Japan, Law, World 
