{"id":28962,"date":"2023-12-07T05:29:08","date_gmt":"2023-12-07T05:29:08","guid":{"rendered":"https:\/\/masterskills.org\/blog\/khung-hoang-truyen-thong-social-media-crisis-trong-doanh-nghiep-la-gi-bien-phap-xu-li.html"},"modified":"2023-12-23T06:07:32","modified_gmt":"2023-12-22T23:07:32","slug":"khung-hoang-truyen-thong-social-media-crisis-trong-doanh-nghiep-la-gi-bien-phap-xu-li","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/khung-hoang-truyen-thong-social-media-crisis-trong-doanh-nghiep-la-gi-bien-phap-xu-li.html","title":{"rendered":"Kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng (Social media crisis) trong doanh nghi\u1ec7p l\u00e0 g\u00ec? Bi\u1ec7n ph\u00e1p x\u1eed l\u00ed"},"content":{"rendered":"
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H\u00ecnh minh ho\u1ea1 (Ngu\u1ed3n: salesfusion)<\/p>\n<\/div>\n<\/div>\n

Kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng trong doanh nghi\u1ec7p<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

Kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng <\/b>trong ti\u1ebfng Anh \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0\u00a0Social media crisis.<\/b><\/p>\n

M\u1ed9t cu\u1ed9c kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng <\/b>l\u00e0 m\u1ed9t s\u1ef1 ki\u1ec7n c\u00f3 th\u1ec3 c\u00f3 t\u00e1c \u0111\u1ed9ng ti\u00eau c\u1ef1c \u0111\u1ebfn m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, c\u00f4ng ty, ho\u1eb7c danh ti\u1ebfng c\u00e1 nh\u00e2n. S\u1ef1 ki\u1ec7n \u0111\u00f3 c\u00f3 th\u1ec3 x\u1ea3y ra \u1edf ngo\u00e0i \u0111\u1eddi th\u1ef1c v\u00e0 sau \u0111\u00f3 \u0111\u01b0\u1ee3c \u0111\u01b0a l\u00ean c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, ho\u1eb7c c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u tr\u00ean c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, v\u00e0 sau \u0111\u00f3 lan truy\u1ec1n.\u00a0<\/p>\n

V\u00ed d\u1ee5 <\/b>v\u1ec1 c\u00e1c cu\u1ed9c kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i c\u00f3 th\u1ec3 l\u00e0 nh\u1eefng b\u1ee9c \u1ea3nh \u0111\u00e1ng x\u1ea5u h\u1ed5, nh\u1eefng b\u00e0i \u0111\u0103ng kh\u00f4ng ph\u00f9 h\u1ee3p c\u1ee7a nh\u00e2n vi\u00ean ho\u1eb7c nh\u00e2n vi\u00ean c\u0169 ho\u1eb7c nh\u1eefng \u00fd ki\u1ebfn l\u00ean ti\u1ebfng c\u00f3 th\u1ec3 ph\u1ea3n \u00e1nh ti\u00eau c\u1ef1c v\u1ec1 m\u1ed9t c\u00f4ng ty.<\/p>\n

(Theo falcon)<\/i><\/p>\n

B\u1ed1n \u0111i\u1ec1u c\u00f4ng ty ph\u1ea3i l\u00e0m khi g\u1eb7p h\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng<\/font><\/h3>\n

Rupert Younger l\u00e0 ng\u01b0\u1eddi s\u00e1ng l\u1eadp v\u00e0 gi\u00e1m \u0111\u1ed1c Trung t\u00e2m \u0110\u1ea1i h\u1ecdc Oxford v\u1ec1 Danh ti\u1ebfng Doanh nghi\u1ec7p. \u00d4ng c\u0169ng \u0111\u1ed3ng s\u00e1ng l\u1eadp Finsbury, m\u1ed9t c\u00f4ng ty truy\u1ec1n th\u00f4ng t\u00e0i ch\u00ednh chi\u1ebfn l\u01b0\u1ee3c.\u00a0<\/p>\n

Trong khi m\u1ecdi cu\u1ed9c kh\u1ee7ng ho\u1ea3ng l\u00e0 kh\u00e1c nhau, c\u00f3 m\u1ed9t s\u1ed1 b\u01b0\u1edbc quan tr\u1ecdng m\u00e0 c\u00e1c c\u00f4ng ty ph\u1ea3i th\u1ef1c hi\u1ec7n \u0111\u1ec3 tr\u00e1nh bi\u1ebfn kh\u1ee7ng ho\u1ea3ng th\u00e0nh m\u1ed9t th\u1ea3m h\u1ecda t\u1ed5ng th\u1ec3, t\u1eeb \u0111\u00f3 t\u00ecm ki\u1ebfm c\u01a1 h\u1ed9i \u0111\u1ec3 kh\u00f4i ph\u1ee5c l\u1ea1i danh ti\u1ebfng.<\/p>\n

1. Nh\u1eadn bi\u1ebft v\u00e0 xin l\u1ed7i<\/b><\/p>\n

Nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 v\u00e0 \u0111\u01b0a ra l\u1eddi xin l\u1ed7i l\u00e0 r\u1ea5t quan tr\u1ecdng. L\u1eddi xin l\u1ed7i n\u00ean \u0111\u01b0\u1ee3c \u0111\u01b0a ra ngay l\u1eadp t\u1ee9c v\u00e0 kh\u00f4ng \u0111i\u1ec1u ki\u1ec7n; \u0111\u00f3 l\u00e0 m\u1ed9t t\u00edn hi\u1ec7u quan tr\u1ecdng c\u1ee7a t\u1ed5 ch\u1ee9c.<\/p>\n

Tr\u01b0\u1edbc \u0111\u00f3 United Airlines \u0111\u00e3 ph\u1ea1m ph\u1ea3i sai l\u1ea7m n\u00e0y v\u00e0o \u0111\u1ea7u .<\/p>\n

United \u0111\u00e3 ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi ph\u1ea3n \u0111\u1ed1i c\u1ee7a c\u00f4ng ch\u00fang sau khi c\u00e1c video \u0111\u01b0\u1ee3c ph\u00e1t h\u00e0nh tr\u1ef1c tuy\u1ebfn cho th\u1ea5y h\u00e0nh kh\u00e1ch b\u1ecb l\u00f4i k\u00e9o kh\u1ecfi chuy\u1ebfn bay v\u00ec kh\u00f4ng t\u1eeb b\u1ecf ch\u1ed7 ng\u1ed3i m\u00e0 anh ta \u0111\u00e3 tr\u1ea3.\u00a0<\/p>\n

United \u0111\u00e3 kh\u00f4ng xin l\u1ed7i m\u1ed9t c\u00e1ch nhanh ch\u00f3ng, v\u00e0 khi l\u1eddi xin l\u1ed7i \u0111\u1ebfn, n\u00f3 \u0111\u00e3 kh\u00f4ng th\u1ef1c s\u1ef1 l\u00e0 m\u1ed9t l\u1eddi xin l\u1ed7i ch\u00e2n th\u00e0nh.\u00a0<\/p>\n

C\u1ee5 th\u1ec3, Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh Oscar Munoz xin l\u1ed7i ch\u1ec9 v\u00ec “ph\u1ea3i ph\u1ee5c v\u1ee5 … kh\u00e1ch h\u00e0ng.” Sau \u0111\u00f3, Munoz \u0111\u00e3 g\u1eedi email cho nh\u00e2n vi\u00ean v\u00e0 m\u00f4 t\u1ea3 h\u00e0nh kh\u00e1ch l\u00e0 “ph\u00e1 ho\u1ea1i v\u00e0 hi\u1ebfu chi\u1ebfn.”<\/p>\n

\u0110i\u1ec1u n\u00e0y cho th\u1ea5y c\u00f4ng ty \u0111\u00e3 kh\u00f4ng th\u1ef1c s\u1ef1 tin v\u00e0o l\u1eddi xin l\u1ed7i, v\u00e0 ch\u1ec9 ra r\u1eb1ng n\u00f3 kh\u00f4ng quan t\u00e2m \u0111\u1ebfn h\u00e0nh kh\u00e1ch.<\/p>\n

2. X\u00e1c \u0111\u1ecbnh nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 c\u1ee7a cu\u1ed9c kh\u1ee7ng ho\u1ea3ng<\/b><\/p>\n

C\u00e1c c\u00f4ng ty n\u00ean ngay l\u1eadp t\u1ee9c t\u00ecm hi\u1ec3u c\u00e1c nguy\u00ean nh\u00e2n g\u00e2y ra kh\u1ee7ng ho\u1ea3ng. S\u1ef1 minh b\u1ea1ch, mong mu\u1ed1n c\u1edfi m\u1edf v\u00e0 trung th\u1ef1c v\u1ec1 nguy\u00ean nh\u00e2n c\u1ee7a cu\u1ed9c kh\u1ee7ng ho\u1ea3ng l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 kh\u00f4i ph\u1ee5c l\u00f2ng tin v\u1edbi c\u00e1c b\u00ean li\u00ean quan. N\u00f3 c\u0169ng c\u00f3 th\u1ec3 gi\u00fap ch\u1ed1ng l\u1ea1i kh\u1ee7ng ho\u1ea3ng trong t\u01b0\u01a1ng lai.<\/p>\n

Toyota \u0111\u00e3 m\u1eafc ph\u1ea3i sai l\u1ea7m trong n\u0103m 2009 khi h\u00e3ng s\u1ea3n xu\u1ea5t \u00f4t\u00f4 \u0111\u00e3 kh\u00f4ng ph\u1ea3n \u1ee9ng nhanh v\u1edbi khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 vi\u1ec7c xe c\u1ee7a h\u1ecd \u0111\u1ed9t ng\u1ed9t t\u0103ng t\u1ed1c.<\/p>\n

Khi Toyota thu h\u1ed3i h\u00e0ng tri\u1ec7u xe \u00f4 t\u00f4 v\u1ec1 l\u1ed7i b\u00e0n \u0111\u1ea1p ch\u00e2n ga, C\u1ee5c An to\u00e0n v\u00e0 Giao th\u00f4ng \u0110\u01b0\u1eddng b\u1ed9 Hoa K\u1ef3 \u0111\u00e3 c\u00e1o bu\u1ed9c nh\u00e0 s\u1ea3n xu\u1ea5t v\u1ec1 vi\u1ec7c che gi\u1ea5u v\u1ea5n \u0111\u1ec1. Toyota \u0111\u00e3 m\u1ea5t m\u1ed9t th\u1eddi gian d\u00e0i \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh v\u00e0 ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 v\u1ea5n \u0111\u1ec1 n\u00e0y.<\/p>\n

S\u1ef1 ph\u1ea3n \u1ee9ng ch\u1eadm ch\u1ea1p \u0111\u00e3 g\u00e2y thi\u1ec7t h\u1ea1i nghi\u00eam tr\u1ecdng cho th\u01b0\u01a1ng hi\u1ec7u Toyota v\u00e0 l\u00e0m thi\u1ec7t h\u1ea1i doanh s\u1ed1 b\u00e1n h\u00e0ng t\u1ea1i Nh\u1eadt B\u1ea3n, B\u1eafc M\u1ef9 v\u00e0 Ch\u00e2u \u00c2u.<\/p>\n

3. Th\u1ef1c hi\u1ec7n c\u00e1c thay \u0111\u1ed5i c\u1ea7n thi\u1ebft<\/b><\/p>\n

M\u1ed9t khi ch\u1ea9n \u0111o\u00e1n l\u00e0 r\u00f5 r\u00e0ng, c\u00e1c t\u1ed5 ch\u1ee9c c\u1ea7n ph\u1ea3i h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 th\u1ef1c hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i gi\u00fap ng\u0103n ng\u1eeba nh\u1eefng v\u1ea5n \u0111\u1ec1 t\u01b0\u01a1ng t\u1ef1 trong t\u01b0\u01a1ng lai. Ch\u1ec9 c\u00f3 m\u1ed9t s\u1ef1 can thi\u1ec7p to\u00e0n di\u1ec7n s\u1ebd \u0111\u01b0\u1ee3c coi l\u00e0 \u0111\u00e1ng tin c\u1eady v\u00e0 x\u00e1c th\u1ef1c.<\/p>\n

Danh ti\u1ebfng c\u1ee7a ng\u00e0nh ng\u00e2n h\u00e0ng \u0111\u00e3 ph\u1ea3i ch\u1ecbu \u0111\u1ef1ng r\u1ea5t nhi\u1ec1u v\u00ec nh\u1eefng ph\u1ea3n \u1ee9ng d\u01b0\u1eddng nh\u01b0 n\u1eeda v\u1eddi \u0111\u1ed1i v\u1edbi c\u00e1c cu\u1ed9c kh\u1ee7ng ho\u1ea3ng kh\u00e1c nhau, bao g\u1ed3m vi\u1ec7c LIBOR thao t\u00fang, thua l\u1ed7 kinh doanh v\u00e0 kh\u1ee7ng ho\u1ea3ng n\u1ee3 th\u1ebf ch\u1ea5p d\u01b0\u1edbi chu\u1ea9n.<\/p>\n

4. \u0110\u00e1nh gi\u00e1 ph\u1ea3n \u1ee9ng kh\u1ee7ng ho\u1ea3ng<\/b><\/p>\n

C\u00e1c t\u1ed5 ch\u1ee9c c\u1ea7n ph\u1ea3i hi\u1ec3u r\u1eb1ng x\u00e2y d\u1ef1ng l\u1ea1i l\u00f2ng tin v\u1edbi c\u00f4ng ch\u00fang c\u1ea7n c\u00f3 th\u1eddi gian. H\u1ecd n\u00ean ti\u1ebfp t\u1ee5c \u0111\u00e1nh gi\u00e1 h\u00e0nh \u0111\u1ed9ng c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ho\u00e0n to\u00e0n gi\u1ea3i quy\u1ebft c\u00e1c nguy\u00ean nh\u00e2n c\u1ee7a cu\u1ed9c kh\u1ee7ng ho\u1ea3ng. H\u1ecd c\u0169ng c\u1ea7n ph\u1ea3i minh b\u1ea1ch trong c\u00f4ng vi\u1ec7c v\u00e0 \u0111i\u1ec1u tra.<\/p>\n

V\u1ec1 v\u1ea5n \u0111\u1ec1 n\u00e0y, BP \u0111\u00e3 l\u00e0m \u0111\u00fang – h\u1ecd \u0111\u00e3 c\u1eadp nh\u1eadt v\u00e0 b\u00e1o c\u00e1o li\u00ean t\u1ee5c v\u1ec1 c\u00e1c h\u00e0nh \u0111\u1ed9ng m\u00e0 h\u1ecd th\u1ef1c hi\u1ec7n k\u1ec3 t\u1eeb v\u1ee5 tr\u00e0n d\u1ea7u \u1edf v\u1ecbnh Mexico, \u0111i\u1ec1u n\u00e0y \u0111\u00e3 gi\u00fap c\u00f4ng ty x\u00e2y d\u1ef1ng l\u1ea1i h\u00ecnh \u1ea3nh c\u1ee7a m\u00ecnh.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o:\u00a0B\u1ed1n \u0111i\u1ec1u c\u00f4ng ty ph\u1ea3i l\u00e0m khi g\u1eb7p h\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng, \u0110H Duy T\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n M\u1ed9t cu\u1ed9c kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng (ti\u1ebfng Anh: Social media crisis) l\u00e0 m\u1ed9t s\u1ef1 ki\u1ec7n c\u00f3 th\u1ec3 c\u00f3 t\u00e1c \u0111\u1ed9ng ti\u00eau c\u1ef1c \u0111\u1ebfn m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, c\u00f4ng ty, ho\u1eb7c danh ti\u1ebfng c\u00e1 nh\u00e2n.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[416],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28962"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=28962"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28962\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=28962"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=28962"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=28962"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}