“The communication processes incorporated in your organization structure defines your organization”
-unknown
They offered a great deal. A start up provider of with a goal of putting a 7 inch tablet in every student’s hands offered a tablet at half price – they wanted to create a strong following and reputation. The specs were OK. The promo videos were good. Tech blogs picked it up. They were selling pre-orders to ship in 3-4 weeks after what was supposed to be a weekend blitz price point.
Then it began to crumble.
They left their entry price open longer than the weekend. A Facebook post – and not a personal email - said there were customs issues on the product. Another date was set for shipping…shared only on Facebook. Phone calls went unanswered, the website disappeared and came back, and the Facebook page disappeared…came back…and then disappeared entirely. Emails to the company went unanswered and then auto answered. The next self imposed dates were missed with no communication.
None of the communication was sent out directly to the customers. Voice mail said they were closed (all the time).
This was a case study in what not to do. Their communication processes (or lack thereof) defined their organization. They wanted to be defined as a company seeking to enhance the learning process for students of all ages and enhancing business mobility. They became a company that was seen as a scam and out of touch with reality thinking price was entitlement to blind trust. A deep and wide chasm between definitions.
What was the consequence? They lost credibility and trust - two things that will be very difficult to gain back. Google Wallet pulled their vendor relationship for them to use their service. According to the tablet's website that stopped short of responsibility, all orders are being refunded....and then the entire website disappeared after a short presence.
What communication messages, tools, and processes are you using? How are they defining your organization? In a time when communication tools are plentiful, expectations are higher than ever. What are you doing to increase connectedness with your key stakeholders?
What communication messages, tools, and processes are you using? How are they defining your organization? In a time when communication tools are plentiful, expectations are higher than ever. What are you doing to increase connectedness with your key stakeholders?
