Tom Garrity

Posts Tagged ‘Issue Management’

Verizon meet Epictetus

In Crisis Communication, Messaging, Reputation on December 28, 2018 at 2:31 pm

Screen Shot 2018-12-28 at 6.28.00 AMMost of us have never heard of the stoic Greek philosopher Epictetus.  His “Epic” proverb is cited by many public relation practitioners: “It’s not what happens to you, but how you react to it that matters.”

At the time of this writing (7am, December 28, 2018), Verizon Wireless is in the midst of a nationwide outage.  Verizon is the largest mobile phone/data services provider in the country.  There has been plenty of news coverage documenting this problem which started to surface two days ago.

Verizon meet Epictetus.

I get it, Verizon is not able to communicate with its customers using its proprietary system because Verizon’s service is down. But it can still communicate with its customers.

For some reason, perhaps in an effort to protect the “brand”, Verizon is not leveraging its “owned media” to update customers.  Their website and four verified twitter accounts are all silent on blackout. Here are their verified IDs (Screen captures below, you can’t make this stuff up):
https://twitter.com/VerizonSupport
https://twitter.com/verizon
https://twitter.com/VZWSupport
https://twitter.com/VerizonNews
https://www.verizonwireless.com

It is hard to believe that they don’t have a crisis communications protocol on how to update customers in the event of a service outage.  My power provider PNM is pretty good about providing updates via its website and twitter (and yes text message).

Verizon’s silence is deafening.

As a customer this is concerning.

As a father whose daughters use Verizon Wireless for emergency situations (like a rare blizzard warning today in Albuquerque) this silence insane!

“…how you react to it that matters.”

Verizon, I am not seeing it.

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