Case Study in Crisis Management via Blogging
A few weeks ago, ValleyWag and others brought a story about how some blogger found out that certain Adobe software seemed to secretly send data to Omniture via an obscure looking URL. Of course, anything about company spying took off in a frenzy.
Interestingly, John Nack, Senior PM for Adobe, has been responding to the negative Word-of-Mouth via his blog on the Adobe domain, which is not technically an official Adobe Blog (so the disclaimer says).
However, he's been the main spokesperson to address the issues and notice how non-PR the titles of the blog post are, e.g. "What's with Adobe & the shady server name?"
The response to his blog post vary, but are relatively positive and open. Questions: How much did the tone of his blog post helped influenced a more tame and positive response? Would a traditional PR spokesperson be able to help do the same? And how much of John Nack's blog postings have to be cleared by PR, Marketing or Legal?
- "Adobe and Omniture: Further details"
- "What's with Adobe & the shady server name?"
- "Adobe ate me baby!!"
PS: And yes, after a 2-3 month hiatus, I'm back on Emergence-Media blogging! Yay!
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