Actively Managing Your Reputation
Once the damage is done, the first consideration should be whether the content should be removed from the Web. On the one hand, leaving the content online while publicly addressing concerns and fixing the problem can turn a bad situation into a large positive win. Domino’s Pizza did just that through a combination of public contrition and a crisis management campaign and by supporting material changes to the company’s operations, including improved training, compliance, and monitoring tools to drive quality throughout the organization. The company’s market capitalization doubled in 18 months following the event.
On the other hand, there may be good cause to request removal of the offending content, which may ...
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