crisis communication

Crisis 101: What Toyota Did Wrong

I turned on the television this morning to find an employee of a local Infiniti dealership being interviewed about Toyota's current dilemma. He was not only being interviewed, but he was also defending the Toyota's exectives on how they have handled the situation and sharing stats on the safety of Toyota vehicles. I was confused by the interview, but also because I hadn't heard anything locally or nationally from a representative from Toyota. In Twitterspeak this whole situation proved to be an EPIC #fail.