Farligt vs. justering

Tom Fishburne:

This weekend, the US DOT banned the Galaxy Note 7 on all US flights, categorizing the phones as “forbidden hazardous material.” It doesn’t get much clearer than that. Yet, just a few days earlier, Samsung portrayed the situation as “temporarily adjusting the production schedule to ensure quality and safety matters.”

The gap between “forbidden hazardous material” and “temporarily adjusting the production schedule” is a massive chasm. A few weeks earlier, Samsung similarly described a “global product recall” as an “exchange program.”

Samsung Galaxy Note 7 er en katastrofe og illustrerer i øvrigt hvor farlig teknologi Li-ion batterier kan være. At håndteringen har været en total PR katastrofe betyder nok også at navnet “Note” ikke længere vil blive brugt af Samsung. Måske er det endda den sidste “Galaxy”.

Fishburne henter så det modsatte eksempel på PR håndtering frem, fra 1982, hvor en galning havde forgiftet nogle medicinflasker. Selvom Johnson & Johnson reelt var uskyldige påtog de sig ansvaret og tog alle forholdsregler for at kunderne kunne føle sig sikre.

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