disney

Disney and Crisis Management Discussion

  • Disney's Involvement

    • Discussed creating drama in programming.

    • Disney produced two shows featuring an abusive relationship where the couple was scrutinizing each other.

    • Strategy: Leverage public interest in personal drama, akin to reality TV shows, attracting viewers.

    • Risks: Major PR concerns and potential backlash for glorifying toxic relationships.

  • Crisis Management Considerations

    • Suggested deeper evaluation of risks and impacts associated with producing content on sensitive issues like domestic violence.

    • Discussed the importance of accountability from corporations during crises.

Case Study: Mother Denied Maternity Leave

  • Incident Description

    • A woman was denied maternity leave following surgery early in her pregnancy leading to the premature birth of her child (4-5 months early) and subsequent death of the baby.

    • The company denied requests for her to work from home, expecting her to come to the office.

    • Legal repercussions: The mother sues for $22 million.

  • Key Discussion Points

    • Highlighted the tragedy of the situation and the mother's plight for flexible work arrangements (i.e., work from home).

    • Disturbing revelation of the company responding only after the husband's intervention.

    • Implications for corporate policy on maternity leave and employee treatment, reaffirming the need for better crisis management.

Crisis Management Preparation

  • Understanding Crisis Likelihood

    • Crises will happen—it's not a question of if, but when.

    • Companies need a crisis management plan (CMP) to deal with unexpected events.

  • Key Steps in Crisis Management

    1. Diagnosing Vulnerabilities:

    • Examine potential weak spots in organizational practices.

    1. Assessing Crisis Types:

    • Identify various categories of crises that can impact the organization, facilitating better preparation.

    1. Select and Train a Crisis Management Team:

    • Involve multi-functional representatives across departments (HR, Sales, Marketing).

    1. Selecting a Spokesperson:

    • Choose someone who can effectively communicate under pressure, considering how certain individuals represent the company.

    1. Developing a Crisis Management Plan (CMP):

    • Formulate detailed responses for different scenarios, including holding statements and response structures.

    1. Reviewing the System Regularly:

    • Continuous assessment and updates of the CMP, including simulations for training.

  • Categories of Crisis:

    • Operational Disruptions: Natural disasters, health emergencies.

    • Workplace Violence: Any form of violence within the workplace, including sexual harassment.

    • Rumors: Misinformation that affects public perception of an organization. Need for active brand monitoring.

    • Unexpected Leadership Loss: Impact on morale and operational continuity.

    • Malevolence: External attacks, hacking, and product tampering.

    • Discontented Stakeholders: Responses to perceived company misdeeds that disengage stakeholders.

    • Technical Errors: IT failures causing disruptions in service delivery.

    • Human Error: Mistakes that can lead to crises; how a business reacts can shape perceptions.

    • Organizational Misdeeds: Unethical or illegal actions by management.

Practical Implications of Crisis Management

  • Examples of Past Crises:

    • Disney's Missteps on Relationship Content: Lack of action during controversy noted by public.

    • Mother’s Legal Case: Highlights need for employee-centric policies, especially concerning family issues.

  • Preparation and Response Best Practices:

    • Organize Crisis Types: Group crises to streamline responses.

    • Regular Review: Update plans regularly to include changes in company structure or culture.

    • Foster Participation: Encourage open discussions and input from various team members, especially during training.

  • Spokesperson Traits:

    • Should be calm, organized, and trained for media interaction.

    • Need strong public communication skills to navigate difficult inquiries effectively.

    • Avoid apprehensive personalities; focus on confidence and cooperation within the team.

  • Continuous Improvement:

    • The necessity of both planned responses and flexibility to adjust in the moment is emphasized.

    • Stress on simulation training and role-playing to prepare for various expected crises.