Trial by Fire: How You Manage a Crisis Affects Your Online Reputation
In January 2013, a customer of the Subway sandwich chain posted a photo on the brand’s Facebook page, suggesting that the chain was misleading customers about the size of its sandwiches. Within hours the photo went viral, with more than 100,000 likes and comments. A major newspaper launched an investigation into the issue — which led to additional, similar photos being published — and the public demanded answers.
The answer came in the form of an e-mail sent to major news outlets from Subway’s PR department. The message attributed possible discrepancies in sandwich size to the baking process but did not actually ad...