Image Patrol: Toyota and Royal Caribbean: To Act Or Not to Act Is the Only Question

In today’s always-on, 24/7 news and comment environment, the reality is that no matter what the nature of a crisis, what you say is always less important than what you do or have done. It used to be that the VP of corporate communications might have a few hours to say “we’re looking into it” before facing the news crews. But today, if you get an hour to keep a potential crisis from exploding into a “twitstorm” in Twitter or on the blogs, you’re doing well. KATIE PAINE Which is why the recent crises faced by Toyota and Royal Caribbean provide such interesting fodder for Image Patrol. One acted, one didn’t and their respective customers responded with their pockets accordingly.

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