Yesterday an issue, today a crisis

When does an issue become a crisis? Sometimes it’s hard to distinguish between the two, but usually it’s when an on-going but manageable issue becomes the subject of intense – usually negative – attention. The catalyst for this can be a regulatory investigation, a new report, consumer protest and, often, media attention. Day seven of our month long snapshot of organisations in crisis management mode includes several organisations whose issues have today become crises:

Tripadvisor: online travel site; legal action re unfair/inaccurate reviews

Pro-Tect Systems: UK Taser distributor; withdrawal of licence

Segway: technology/transport; safety – report reveals increasing number of accidents [This is a developing crisis following the death of the Segway's inventor earlier this week]

Easyjet, Eurostar and others: various; Which report alleges ”rip off” charges for use of credit and debit cards

The process of on-going issues management relies on ensuring that organisational behaviour aligns with stakeholder expectations. When this fails to happen and a situation explodes, it’s time to put the issues management strategy away, and dust off the crisis management plan. That’s what the organisations listed above will be doing today.