If you’ve been following the tech news for the last week, you already know that beleaguered Sony Corporation has another problem on its hands; it appears that music CDs from subsidiary BMG are being shipped with hidden Digital Rights Management software that automatically installs on your computer if you simply listen to one of them. Know as a “rootkit” because of how it ties into your Windows operating system, this situation is pretty astonishing and it’s another splendid example of where a large corporation needs to clearly think through its crisis management strategy, to identify the thought and opinion leaders who are basically dictating the community response to the situation, and communicate with them directly.
In the 21st Century, those thought and opinion leaders are online, and if they’re not writing their own weblogs, they’re certainly paying attention to the so-called blogosphere. Which leads to the question of Where’s Sony?
Personally, I find this entire topic quite fascinating for a number of reasons: First, some of the case studies I worked through in business school were on damage control and crisis management, so having something cause negative publicity and then being forced to respond shouldn’t be anyhing new to any senior manager at Sony. There are good and bad examples of this sort of crisis management, but one of the cornerstones of any approach is to take your response to the community most affected by the problem.
But it’s not quite that simple either, and a group of professionals from the group LinkedInBloggers recently tossed this question around, with some very thought-provoking results:
You might well be surprised by what these active bloggers have to say on this subject…