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As I watch this crisis unfold, only 150 miles away from my home in Montreal, there are two things in particular that stand out: the crisis leadership and communications fail of the Chicago-based company that owns the train, Rail World Inc., and the executive Chairman that everyone looked to for leadership, but was no where to be found, Edward Burkhardt.
Rail World Inc.’s crisis communications failThe biggest communications fails are those (crisis communications) that do not exist, and those that come across as insincere and half-assed in a crisis situation.I wish I could report to you that Rail World Inc. had at least utilized social media as a communications tool for communicating with stakeholders, the media and concerned residents of the Lac-Mégantic community, but unfortunately I can’t. The company has zero corporate social presence and I suppose it never occurred to them to create, at the very least, a Twitter account to keep stakeholders updated throughout the crisis....
Melissa Agnes examines Rail World Inc's crisis leadership and communications fail during the tragic Lac-Mégantic crisis. the crisis management performance by the Railroad CEO is terrible.