CEO Mary Barra has not been able to stop GM’s crisis. But her 2.0 crisis communications skills are an asset to GM. They can be judged by the transparency and skill with which she handled the recall catastrophe on the Internet.
Barra’s communications strategy incorporates multiple digital media platforms. She has used these channels to respond to the crisis with a strong and genuine message. In addition to harnessing social media like Facebook and Twitter to connect directly with customers, she has also addressed the recalls in a series of videos, a USA TODAY editorial, and even her commencement speech at the University of Michigan earlier this month. CEOs can learn much from studying her playbook.
If this topic interests you, please see my full analysis on Forbes.com: Crisis Communication 2.0: Mary Barra Strong in Adversity.