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IN CRISIS

ABOUT UBER

ABOUT UBER

About UBER

About UBER

  • For riders, UBER is a convenient, inexpensive and safe taxi service.

  • Hire a private driver to pick you up & take you to your destination with the tap of a button on any smartphone device.

  • A nearby driver often arrives to pick you up within minutes. Not only is this an on-demand car service, but you can even watch as your driver is en-route to come pick you up.
  • For drivers, Uber provides exceptional pay, allows you to be your own boss, and even receive tips.
  • Take on fares whenever you wish (work as much or as little as you desire) while meeting new people in your city from all walks of life.

What UBER did?

TIMELINE

" A timely failure"

TIMELINE

1.

2.

February 19

Susan Fowler’s blog post

February 20

Uber taps Eric Holder and Tammy Albarran

3.

February 21

Uber lauched an internal investigation

4.

February 22

New York Times article “Inside Uber’s Aggressive Unrestrained Worlkplace Culture”

TIMELINE OF EVENTS IN FEBRUARY

5.

February 28

Senior executive Amit Singhal leaves

1.

2.

TIMELINE OF EVENTS IN JUNE

3.

June 7

Uber’s president of business of Asia Eric Alexander is let go

June 12

Executive Emil Micheal leaves the company

June 13

Report by Eric Holder is out

4.

June 20

Uber’s “180 days of change”

June 21

Travis Kalanick stepps down as CEO

5.

November

Uber pledges $5 million to sexual assault prevention

6.

SITUATION ANALYSIS

  • Prodromes
  • Blogpost & Anonymous hotline
  • CEO’s Statement
  • Firing employees
  • HR ignorance

https://www.youtube.com/watch?v=cvFIxfmCQ8U

https://www.youtube.com/watch?v=cvFIxfmCQ8U

UBER

vs GOOGLE

UBER

vs

GOOGLE

HOW DID THEY HANDLED THE CRISIS COMMUNICATION? PART 1

  • took its time in taking the challenge head-on, releasing the results of an intensive, months long investigation
  • response: slow, dismissive and non-responsive
  • slow peel
  • faced direct accusations regarding a toxic, sexist work culture
  • pulled the band-aid very quickly
  • swift, decisive and emphatic
  • “There was no time to create a committee to investigate the situation,”
  • scandal arose out of an employee being critical of its goals and efforts to increase gender and racial diversity

HOW DID THEY HANDLED THE CRISIS COMMUNICATION? PART 2

• Uber’s, driven by response time, accountability and contrition

  • too little, too late
  • still recovering from the public maelstrom it found itself
  • Uber’s communication strategy waffled and never had any clear and decisive message
  • PR blitzkrieg

• Google’s response and communication strategy is leaps and bounds more effective

  • faring well for itself in its demonstration of “unequivocal” commitment to diversity

• Google’s response showed contrition, empathy for its employees and a zero tolerance approach toward sexism in its work culture

Recommendations

RECO

  • Accomodative Response Strategy
  • Act immediately and take a clear position
  • Respond: swift, decisive and empathic like Google
  • Refresh HR-department
  • Refresh company culture and identity
  • Implement new policy – “Whistleblower policy”

Plan: Make it right before it goes wrong

Morality and Ethics

1.

Morality and Ethics

2.

Open a worry-hotline

Name a trust-person and key advocates

5.

Create gender equality commission and ethic committee

Never attack the accuser/victim in moral issues offer support

6.

3.

4.

Be moral & ethical in times of #Metoo

Listen to your employees´ claims

Conclusion

CONCLUSION

  • UBER should learn from their mistakes and loopholes.
  • UBER should educate employees and implement a healthier work environment.
  • A prevention plan for such problems should be prepared with a crisis management team ready to tackle the problem.

QUESTIONS

?

QUESTIONS

REFRENCES

https://www.businessinsider.nl/uber-in-crisis-timeline-2017-3/?international=true&r=UK

https://www.recode.net/2017/8/20/16164176/uber-2017-timeline-scandal

https://www.theguardian.com/technology/2017/feb/20/uber-urgent-investigation-sexual-harassment-claims-susan-fowler

https://qz.com/1010986/a-timeline-of-events-that-led-to-travis-kalanick-stepping-down-as-ceo-of-uber/

https://www.thecut.com/2017/10/the-uber-sexual-harassment-scandal-is-becoming-a-movie.html

https://www.businessinsider.nl/what-google-got-right-with-its-sexism-crisis-that-uber-didnt-2017-8/?international=true&r=US

http://uberestimate.com/about-uber/

REFRENCES

https://www.theguardian.com/technology/20...

https://www.theguardian.com/technology/2017/jun/06/uber-fires-employees-sexual-harassment-investigation

http://www.businessinsider.com/uber-scandal-recap-2017-3?international=true&r=US&IR=T/#sunday-february-19-the-beginning-1

https://www.vanityfair.com/news/2017/06/uber-india-rape-survivor-sues-medical-files

https://www.theguardian.com/technology/2017/jun/18/uber-travis-kalanick-scandal-pr-disaster-timeline

http://www.businessinsider.com/uber-scandal-crisis-complete-timeline-2017-6?international=true&r=US&IR=T

https://venngage-wordpress-gallery.s3.amazonaws.com/uploads/2016/09/39-facts-about-uber.jpg

Crisis Communication: A Casebook Approach

Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the

moral management of organizational stakeholders. Business horizons, 34(4), 39-48.

Available at:

https://www.researchgate.net/profile/Archie_Carroll/publication/4883660_The_Pyramid_of_

Corporate_Social_Responsibility_Toward_the_Moral_Management_of_Organizational_Stake

holders/links/0c96051e967c1b8a0d000000.pdf

Coombs, W. T. (2007). Protecting organization reputations during a crisis: The

development and application of situational crisis communication theory. Corporate

reputation review,10(3), 163-176.

Available at: https://link.springer.com/content/pdf/10.1057%2Fpalgrave.crr.1550049.pdf

Morsing, M., and Schultz, M. (2006). Corporate social responsibility

communication: stakeholder information, response and involvement strategies. Business

Ethics: A European Review, 15(4), 323-338:

Available at: http://pure.au.dk/portal/files/11533/Morsing_Schultz_-

_stakeholder_strategies.pdf

http://money.cnn.com/2017/02/19/technology/uber-harassment- investigation/index.html

https://www.businessinsider.in/susan-fowler- the-engineer- who-took- down-uber- is-

working-on- a-movie- deal/articleshow/61029081.cms

http://money.cnn.com/2017/06/06/technology/business/uber-fires- sexual-

harassment/index.html

http://money.cnn.com/2017/11/06/technology/uber-sexual- harassment-

investment/index.html

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