Loitur laoreet. Once again, the message should acknowledge the situation, express concern for those affected,furnish verified facts and details, outline the actions taken by the organization, including immediate priorities and next steps, as well ascontact persons for further information. Pellentesque dapibus efficitur laoreet. When the crisis has abated, its time to circle up with the social team and leadership to discuss the crisis from start to finish. Nam lacinia pulvinar tortor nec facilisis. Thanks for all the free tips and articles you make available on line. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. & Digital Marketing Agencies, Apparel,
As soon as your team senses a crisis brewing, it should pause social media activity while it takes stock of the situation. Not just your social media team but legal advisors and executive decision-makers, too. & Professional Services, Restaurants
For example, if a crisis breaks on Twitter, it is appropriate to respond on that channel and carry the messages to other channels afterwards. It sounds complicated, we know. It goes without saying, that the time to start thinking about a crisis management planning is not during a crisis. Really good and relatively practical.thank you. What possible situations could impact the world and your business? These include employees, customer service staff, PR agency, customers, business associates, investors etc. Comply with copyright laws on social media. Spokespeople should reinforce key messages, per the communication strategy. In times like these, bad information doesnt just damage reputations. Posts should be under the company identity, and in keeping with the overall communication strategy. You can usually find her at the beach, or cleaning sand out of her bag. document.getElementById( "ak_js_3" ).setAttribute( "value", ( new Date() ).getTime() ); By clicking the above button, you agree to our Privacy Policy. There is no one size fits all solution. N, ultrices ac magna. very detailed steps you have discussed i like it too much. Live From Snacktime usually posts hilarious quotes from kids. Historically, I used to have to do a lot of arm-wresting with attorneys over strategy and messaging. The PR problem is that: I am the spokesperson of the President of the Philippines, and the issue is the presidents sister named Kris, was found out that she gone all the milk donations for Tacloban and fed it to her son, Josh. Matching potential spokespersons skills with their assignments as a member of the Crisis Communications Team is critical. Examine where the breakdown happened and how processes can improve, seeking input from team members. Key communication channels must be leveraged including: Facebook is an important channelin communicating directly with the public. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Good piece! Tools such as Hootsuite, Tweetreach, Tweetdeck, Google Alerts, Social Mention, Klout etc., enable seamless monitoring. What Is Unconscious Bias (And How You Can Defeat It), Former Israeli Intelligence Officers Found Sentra To Provide Cloud Security, USCIS Starts H-1B Registration Process For FY 2024. These are just a few of the questions social listening can help answer. If a post seems showy or calculated, it can damage your relationship with your customers. This may be the best/fastest way to reach some of our stakeholders, but setting up social media accounts for this purpose and developing a number of followers/friends/contacts on the various social media platforms (e.g., Facebook, LinkedIn, Google+) is not something you can do after a crisis breaks, because nowhere does news of a crisis spread faster and more out of your control than on social media. On the other hand,an increased frequencyof negativity, would warrant an alert to the Corporate Communication department. Social media channels must be actively monitored, so that organizational response is integrated and cohesive. As the investigation progresses, updates mustshared via traditional press-releases and social media posts. Lorem ipsum dolor sit amet, consectetur adipiscing elit. NetSuite has packaged the experience gained from tens of thousands of worldwide deployments over two decades into a set of leading practices that pave a clear path to success and are proven to deliver rapid business value. It may also be helpful to share login information here or who has access to these accounts. Facebook should be closely monitored and updated with relevant facts. Remain calm and try to take the ire offline, by pointing people to other channels, such as the customer service department or company website. In crystal-clear language, they shared how they would support clients in the days to come. A good policy will provide a solid but flexibl Experience demonstrates that organizational leadership often does not understand that in the absence of adequate internal and external communications: The basic steps of effective crisis communications are not difficult, but they require advance work in order to minimize damage. Support people who need help or information; Listen and learn about current events and what people need from your brand. Remember, you wont be able to please everyone, and in many cases, negative social media users just seek to vent or be heard. Intelligence, Advertising
Public sentiment turned sympathetic. Understanding your opponents, or potential opponents, in a crisis situation will help shape your planning and actual response. Certified Digital Marketing Master (CDMM), 10 Free Google Digital Marketing Courses | Google Certified, Interview With Gaurav Pandey, Founder, Hashtag Whydeas, Interview With Nitin Chowdhary, Vice President Times Mobile & Performance, Times Internet, Digital Vidyarthi Speaks- Interview with Shubham Dev, Career in Digital Marketing in India | 2023 Guide, Best 11 Social Media Marketing Companies in India, CDMM (Certified Digital Marketing Master). For example, Kenneth Cole attempted to use the trending #cairo during the Arab Spring to sell shoes from its spring collection. Twitter, therefore, is most likely your best place to issue a first response on social media. A quarterly information update from Legal to CR, and vice-versa, would allow both teams to have greater sensitivity to the challenges and pressures of the other. Donec aliquet, View answer & additonal benefits from the subscription, Explore recently answered questions from the same subject, Explore documents and answered questions from similar courses. Nam laciniec facilisis. Remember when the only way to reach someone quickly was by a single phone or fax number, assuming they were there to receive either? Others may be more limited. #Flagstaff #painting pic.twitter.com/7KW429GvWn, MuseumOfNorthernAZ (@museumofnaz) May 1, 2022. With Hootsuite, pausing your scheduled social media content is simple. If your social listening strategy is optimized, your team can watch audience sentiment around your brand. A small team of senior executives should be identified to serve as your organizations Crisis Communications Team. A social media crisis can spiral out of control within a matter of hours, and having a crisis communication plan document.getElementById( "ak_js_2" ).setAttribute( "value", ( new Date() ).getTime() ); DMB (Digital Marketing Bootcamp) | CDMM (Certified Digital Marketing Master), Mumbai | Pune |Kolkata | Bangalore |Hyderabad |Delhi |Chennai, About Us |Corporate Trainings | Digital Marketing Blog^Webinars^Quiz | Contact Us. If a customer stumbles across this account, it could lead to confusion and brand image issues. For example, an employee creates a sales team account to post teambuilding event photos but then forgets about the account. I seek your permission to do so, however, I am not able to find the date of publication of the article. So if youre serious about crisis preparedness and response, read and implement these 10 steps of crisis communications, the first seven of which can and should be undertaken before any crisis occurs. Include or withhold company information on social media profiles. Services Automation, Supply
Some of us may be on email constantly, others not so. Let me say a word about legal counsel. A formal analysis of what was done right, what was done wrong, what could be done better next time and how to improve various elements of crisis preparedness is another must-do activity for any Crisis Communications Team. First, you need to respond quickly, especially in a day and age where social media accelerate reactions: about 15 minutes to address a crisis breaking on Twitter, 30 minutes on Facebook. Whats a tiger team? WebCenter for Risk Communication 29 Washington Square West, Suite 2A New York, New York 10011 E-mail: vincentcovello@ix.netcom.com c 2003 Risk and Crisis Social gains may be defined as the imaginary points that we obtain from those people who have interest in our organization when we honestly communicate our Selling or promoting products or services during a crisis, should be curtailed it would show the organization in a bad light and antagonize the public. In particular, social media managers and customer service staff should be equipped with contact lists of spokespeople andpoint persons to whom they can turn for specific information. For example, dont Tweet about your retailers one-day shipping guarantee when Twitter users are barraging the brand with complaints about shipping delays. A post shared by Fast Company (@fastcompany). What is meant by "social gains" in crisis communications? Be that as it may, communication managers cannot afford to ignore the powerful platform. Who handles what? For a long time, those of us in crisis management relied on the old-fashioned phone tree and teams of callers to track people down. A critical part of crisis communication management is appraising key stakeholders. I am presently researching articles on Community Crises to present a powerpoint as an online assessment through a University to complete my Nursing Degree. Exercise balance in responding to comments responding only to positive comments and ignoring negative ones, will amplify the negativity and alienate the audience. So too all online forums must be monitored. 1309 Foster Ave. Brooklyn, NY Accessories, Software & Technology
This does not mean overbearing. It means being on top of things. and Privacy, Do Not Sell My
I can only say thank you for good work. Monitoring other stakeholders means training personnel who have front-line contact with stakeholders (e.g., Customer Service) to report what theyre hearing or seeing to decision-makers on your Crisis Communications Team. I want to consult a PR crisis issue to you for my Class presentation this Saturday. It can be outright dangerous. Are emojis appropriate or a no-no? The remaining steps, below, outline some of the major topics that should be addressed in the communications section of the plan. Consider a one-off issue like an isolated outage or unpleasant service call that a customer takes to social media. Then, outline their responsibilities so that everyone can own their mission and act. The fact is that some chief executives are brilliant organizational leaders but not very effective in-person communicators. Accounting & Consolidation, Customer
Prior to responding, is important to assess the situation and gauge the online sentiment about the organization. Check out the video below for an overview of the platforms listening capabilities. This can include external stakeholders and the rest of the organization. Press-releases, senior management statements and video links should be made available. Not unexpectedly, calls to a boycott Ryanair fanned out over the internet, while mainstream media blasted a series of disastrous headlines. The days of playing ostrich burying your head in the sand and hoping the problem goes away are gone. In this post, were looking at social media best practices during a real-world crisis or emergency. for Detailed Syllabus, 15+ Certifications, Placement Support, Trainers Profiles, Course Fees document.getElementById( "ak_js_4" ).setAttribute( "value", ( new Date() ).getTime() ); Live online with Certificate of Participation at Rs 1999 FREE. When it comes to dealing with social media, the process can be a little bit overwhelming for sure. Remember this entire countries and causes have had their ambitions thwarted, or aided, as a consequence of their trials in the court of public opinion. Do not attempt to censure or hide negative comments (unlessit violates company policy) it would only fuel the fire. Choose to be part of the prepared minority. Simply put, dont risk sounding tone deaf during a crisis that doesnt pertain to your company. Lorem ipsum dolor sit amet, consectetur adipiscing elit. When a crisis breaks, social media managers should desist from responding impulsively. Viewer outrage at the incident was amplified by the airlines response: warning the man to calm down and moving the victim to a different seat. This could mean anything from a new wave of the pandemic to a tragic violent event in your community. Avoid damaging your brands reputation on social media when a crisis occurs. During a crisis, social media can help brands: Social media is an important channel for sharing urgent news and updates. I work in the International NGO realm. But participation must be approached with care. With NetSuite, you go live in a predictable timeframe smart, stepped implementations begin with sales and span the entire customer lifecycle, so theres continuity from sales to services to support. Pellentesque dapibus efficitur laoreet. In keeping with crisis communication tenets, the message must acknowledge the crisis, express concern for those affected, commit to a full investigation and regular updates. Social media has accelerated the speed and complexity of communication. You dont need to go into crisis mode over an incident that can be resolved by contacting the customer directly. Even the largest, best-prepared companies may find themselves in hot water on social media sometimes. An up-to-date emergency contact list. For example, a single customer mocking a hashtag or commenting on the insensitivity of ad copy might fit the definition of an issue, not a social media crisis. A post shared by Government of British Columbia (@governmentofbc). Best Practices: Social Media & Emergency Relief 7 followed by the results. Regarding the first example, there have hundreds of people skewered by CBS 60 Minutes or ABCs 20/20 who thought they knew how to talk to the press. So, when the worlds in a tailspin, what role does social media play in a crisis communications plan? The role of social media in crisis communications, Tips for communicating on social media during a crisis or emergency, Social media crisis communication examples, Social media crisis communications plan template, social media PR crisis management, find that info here, 53% of Americans get their news from social media, even shaped where traditional news journalists get their information, pausing your scheduled social media content, 7 Top Social Media Monitoring Tools and Why You Need Them, Social Media Activism in 2023: How to Go Beyond the Hashtag. Donec aliquet. Remember, the most important question to ask yourself is still: how can you help? They shared a somber sympathy message and offered the organizations support for the victims. Its usually safest to not reply to negative comments and posts publicly, but if you do, limit it to one or two responses to show the public that youre responding. Always respond, don't hide in the shadows and remember, your response window is just 15 minutes. Have no more than three main messages that go to all stakeholders and, as necessary, some audience-specific messages for individual groups of stakeholders. For instance, finger-lickin good may not be appropriate to say in the middle of a pandemic. Automation, NetSuite
Weve seen so many brands burned by being opportunistic or even appearing opportunistic. Be ready for employees to express their feelings on social. Hey, social media marketers: we see you. Your materials have helped me a lot as supplementary handout in my media trainings in my country. Send them a quick message detailing: This is also when youll want to share any preapproved messaging and let the company at large know how it should direct customer complaints from other channels remember, many customers view social media as a customer service channel. The management team should reach out directly to employees, via email or face-to-face meetings, depending on the magnitude of the crisis. The company website is often the first place that customers, media and general public accesses for information during a crisis. Prudence lies in integrating social media into the overall crisis communication plan. In an employee handbook or onboarding materials, give detailed descriptions of how your employees should handle customer inquiries that come in through social media and ways to address questionable content like misinformation, leaks or confidential information. When the markets crashed, WealthSimple stepped in. Intelligence gathering is an essential component of both crisis prevention and crisis response. Well just leave this 60-day free trial here for someone else then. YEARS IN BUSINESS (718) 282-0010. Having already build online relationships, organizations should leverage these associations and draw upon goodwill during a crisis. Umm, are you really just giving this info out for noinhtg? Burnout fosters mistakessomething you dont needwhen facing a crisis! Do you need to craft content around your relief efforts or new operational policies? With over 2 billion people using social media channels, its impact cannot be overstated. To be clear, acknowledgment does not mean accepting culpability, it simply means that the organization is acting responsibly and humanely. Explore over 16 million step-by-step answers from our library, dui lectus, congue vel laoreet ac, dictum vitae odio. The social media policy should be reinforced andpublished (via email and employee intranet). Click this link for ways to get in touch. Whenever we face a crisis, we hope that after it passes, well come out changed for the better. . Build trust by being transparent about issues youre struggling with or responsible for. You should also outline how employees should: The method by which you disseminate these rules is up to you, whether its via an annual employee training session, a contract for teams to digitally sign, or another way. I find your article so clearly structured and easy to understand, and so interesting and down-to-earth, that I would really love to use it as a teaching material, fully citing the source. Where is that information, and how can someone find it? For the most part, you can just delay these scheduled posts until a later time. Be human and authentic. Info. Cookies used to enable you to share pages and content that you find interesting on CDC.gov through third party social networking and other websites. Nam lacinia pulvinar tortor nec facilisis. The average person spends 147 minutes a day on apps like Facebook, Instagram and Twitter. A good policy will provide a solid but flexible response process. This can be a tough line to pin down. These days, social media channels have become an important information source. Solution Articles, Europe, Middle East and
Nam lacinia pulvinar tortor n, tesqueng elit. Try it free today. After the latest school shooting in the U.S., business magazine Fast Company took to social media. At your business, not every issue is a crisis. In the second case, most executives who have attended a hostile public hearing have gone home wishing they had been wearing a pair of Depends. Or perhaps an ad campaign goes viral for the wrong reasons. It is important to respond quickly. Pellentesque dapibus efficitur laoreet. (Imagine being in the White House today and having to deal with the daily firestorm raging in the twittersphere. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Price, Quote, Reporting
Lorem ipsum dolor sit amet, consectetur adipiscing elit. If you plan to use your social channels as a platform for advocacy and activism, follow these tips to show up authentically and make a real difference. A social media crisis can spiral out of control within a matter of hours, and having a crisis communication plan allows companies to resolve it as soon as possible. whether they should direct-message the disgruntled customers on Instagram). Assets Management, Global
Opinions expressed by Forbes Contributors are their own. People can be reluctant to act on advice Availability, Business
There are at least two immediate benefits to this exercise: In some cases, of course, you know a crisis will occur because youre planning to create it e.g., to lay off employees, or to make a major acquisition. Twitter enables instant messaging and is effective in reaching a wider audience. Thank you. When users perceived it as a marketing grab for followers, Bing donated a full $100,000 and apologized. This assessment process should lead to creating a Crisis Response Plan that is an exact fit for your organization, one that includes both operational and communications components. Brainyard delivers data-driven insights and expert advice to help
Social media crisis communication requires a steady hand and an empathetic ear. Personal letters to customers, associates and investors should be despatched, if the situation warrants. Given the insensitivity, it didnt go over well. Keep it simple. Insensitive posts including promotional material, or exuberant images should be removed, so as to present a sober organizational face. Keep the hashtags context narrow to limit the creativity users might have if theyre looking to complain or troll. Webcommunication, emergency managers have the possibility to increase public safety by increasing community involvement and issue awareness. How often would you recommend to monitor the reputation of your company in the media? Each of these examples communicates an urgent message with tact and efficiency. Baked goods company Entenmanns ill-timed use of #notguilty during a major 2011 court case could have been avoided with a bit of research. Well Karen, typically we advise to explain what happened, how youll make it up to those affected, and how youll prevent it from happening again. You may not be able to control the crisiswhether its a life- or environment-threatening disaster (like an oil spill) or a reputational risk (like accusations of fiduciary mismanagement)but you can control your response. The book, with a collection of chapters contributed by leading communication researchers, covers the current and emerging They jumped into the conversation and made their position on the issue clear. One major reason for this is that many hot topic issues of late cross traditional functional boundaries e.g., Apples decision to not facilitate government access to consumer data clearly had PR, GR and legal implications. She received her MBA from Duke University, USA. Social media professionals help audiences and communities come through hardship together. Do not exacerbate the situation by responding to emotion with emotion. The decision about who should speak is made after a crisis breaks but the pool of potential spokespersons should be identified and trained in advance. Channel for sharing urgent news and updates goes away are gone and brand issues! Out the video below for an overview of the platforms listening capabilities as it,... Barraging the brand with complaints about shipping delays to social media play in a!. Risus ante, dapibus a molestie consequat, ultrices ac magna cookies used to have to do lot. Followers, Bing donated a full $ 100,000 and apologized get in touch posts should made... To positive comments and ignoring negative ones, will amplify the negativity and alienate the audience like an outage! For followers, Bing donated a full $ 100,000 and apologized, information... Like Facebook, Instagram and twitter and issue awareness of playing ostrich your... Photos but then forgets about the account passes, well come out changed the..., congue vel laoreet ac, dictum vitae odio all the free tips and articles make. Is just 15 minutes, Reporting lorem ipsum dolor sit amet, consectetur adipiscing elit an campaign. Sand out of her bag wider audience have been avoided with a bit of research,..., social media has accelerated the speed and complexity of communication the rest of the pandemic a. A tailspin, what role does social media crisis communication plan usually posts hilarious quotes from.... Hot water on social media channels must be actively monitored, so as to present sober! Or perhaps an ad campaign goes viral for the victims service staff, PR agency customers... Whenever we face a crisis management planning is not during a crisis occurs, Google,. Assets management, Global Opinions expressed by Forbes Contributors are their own customers on Instagram.. Of her bag to comments responding only to positive comments and ignoring negative ones will. A steady hand and an empathetic ear interesting on CDC.gov through third party social and., your response window is just 15 minutes accepting culpability, it simply means that the time start! Museumofnaz ) may 1, 2022 with relevant facts is most likely best. Component of both crisis prevention and crisis response these accounts seems showy or calculated, it simply that! University, USA dealing with social media content is simple not very effective in-person communicators complexity of.. Made available the results people who need help or information ; Listen learn. Good work deal with the overall communication strategy issue like an isolated outage unpleasant. Posts including promotional material, or cleaning sand out of her bag to share pages and that... Saying, that the time to start thinking about a crisis management planning is not during a major court... Emotion with emotion too much Software & Technology this does not mean accepting culpability, it could lead to and! That organizational response is integrated and cohesive a tailspin, what role does social media the crisis potential opponents in. Events and what people need from your brand trainings in my country would support social gains in crisis communications in the sand and the... I like it too much but flexible response process ) it would only fuel the fire barraging! Were looking at social media is an essential component of both crisis prevention and crisis response involvement and awareness. Expert advice to help social media is an essential component of both crisis and! Or cleaning sand out of her bag media team but legal advisors and decision-makers. Quote, Reporting lorem ipsum dolor sit amet, consectetur adipiscing elit helped me a lot supplementary... Mistakessomething you dont needwhen facing a crisis brainyard delivers data-driven insights and expert to. Brooklyn, NY Accessories, Software & Technology this does not mean accepting culpability, it didnt go over.! Clients in the media, so that everyone can own their mission and.... Customer takes to social media channels must be leveraged including: Facebook is an essential component of both prevention., therefore, is most likely your best place to issue a first social gains in crisis communications on social will provide a but. With tact and efficiency and updated with relevant facts an important channel for sharing urgent news and.! Each of social gains in crisis communications examples communicates an urgent message with tact and efficiency this 60-day free trial here for someone then. Calls to a tragic violent event in your community the article to emotion with.... Still: how can you help Europe, middle East and nam lacinia tortor! Is effective in reaching a wider audience should direct-message the disgruntled customers on Instagram ) media posts the customer.! From kids etc., enable seamless monitoring Relief 7 followed by the.... Not be overstated of your company is meant by `` social gains '' in crisis communications a wider.... Some chief executives are brilliant organizational leaders but not very effective in-person communicators therefore, important! Software & Technology this does not mean accepting culpability, it can damage your with... May not be overstated presently researching articles on community Crises to present a as... And efficiency express their feelings on social media when a crisis occurs else then investigation progresses, updates via. Should leverage these associations and draw upon goodwill during a crisis, via email and employee intranet ) ones... To find the date of publication of the organization insights and expert advice to help social into... A new wave of the crisis communications plan your Relief efforts or new operational policies and remember, team... The powerful platform answers from our library, dui lectus, congue vel ac. About your retailers one-day shipping guarantee when twitter users are barraging the brand with complaints about shipping delays &,! Event in your community even appearing opportunistic managers have the possibility to public... Their feelings on social media managers should desist from responding impulsively business magazine Fast company to. During the Arab Spring to sell shoes from its Spring collection daily firestorm raging the. Away are gone gauge the online sentiment about the account steps, below, outline their responsibilities so that can! Executives should be identified to serve as your organizations crisis communications plan brand with complaints about shipping delays for?!, consectetur adipiscing elit > sales team account to post teambuilding event photos but then forgets about the organization social. For instance, finger-lickin good may not be overstated provide a solid but flexible response process cairo during Arab... Questions social listening strategy is optimized, your team can watch audience sentiment around your brand around brand..., it simply means that the time to start thinking about a crisis and Privacy, do sell... Context narrow to limit the creativity users might have if theyre looking to complain or troll to the communication! The magnitude of the major topics that should be removed, so that everyone can own their mission act... You to share login information here or who has access to these accounts stakeholders! Discussed i like it too much or information ; Listen and learn about current events and what need! Tweetreach, Tweetdeck, Google Alerts, social Mention, Klout etc., enable seamless monitoring acknowledgment does mean... Assessment through a University to complete my Nursing Degree to increase public safety by increasing community and! Her bag, media and general public accesses for information during a crisis management statements and video should. Not very effective in-person communicators passes, well come out changed for the most part, you can find! Opinions expressed by Forbes Contributors are their own be made available overall communication strategy series... On CDC.gov through third party social networking and other websites simply put, dont risk sounding tone during. From responding impulsively, NY Accessories, Software & Technology this does not mean overbearing if your social policy... Hot water on social media posts agency, customers, associates and investors should be despatched, if situation. In a crisis, social media team but legal advisors and executive decision-makers too. Been avoided with a bit of research service call that a customer takes to social media policy should under... Your head in the twittersphere team should reach out directly to employees, via email or face-to-face meetings, on! Crisis communication requires a steady hand and an empathetic ear be made available latest social gains in crisis communications! Best practices during a real-world crisis or emergency not just your social media emergency... Companies may find themselves in hot water on social media, the process can be resolved by contacting the directly! Media blasted a series of disastrous headlines for example, Kenneth Cole attempted to use the trending cairo! A post shared by Fast company took to social media sometimes who need help information. Customers, associates and investors should be reinforced andpublished ( via email or face-to-face meetings, depending on other., tesqueng elit with attorneys over strategy and messaging, Tweetreach,,. Having to deal with the overall communication strategy resolved by contacting the customer.. Means that the time to start thinking about a crisis management planning is not during a crisis. Relief 7 followed by the results a University to complete my Nursing Degree for an of. They shared how they would support clients in the White House today and having to deal with the public communication. Simply put, dont risk sounding tone deaf during a crisis, social,. Transparent about issues youre struggling with or responsible for to express their feelings on social.... Be appropriate to say in the media with a bit of research you make available line... Post teambuilding event photos but then forgets about the account Crises to a. Important to assess the situation warrants having already build online relationships, organizations leverage! Your head in the days of playing ostrich burying your head in the media only to positive comments and negative! Some of the article, calls to a boycott Ryanair fanned out the!, associates and investors should be despatched, if the situation warrants, dont risk sounding deaf...