Crisis Communication

1. THE DOMINOS EFFECT

2. Crisis Communication
The Domino’s Effect
Presented By:
Hassan Maqbool
Date: 16-09-2015

3. Contents
1. Dominos Overview.
2. The Crisis.
3. Online mention of Dominos.
4. Dominos Response.
5. What Dominos did right.
6. What Dominos did wrong.
7. Questions.

4. DOMINO’S
 Founded in 1960.
 An American restaurant chain and pizza delivery corporation.
 Second largest in America.
 Nearly 11000 corporate stores in 70 countries.
 2.0 Billion USD annual turnover.
 No of employees 220,000.

5. The Crisis
 Two employees at a Dominos Franchise in NC shared a video of adulterated
food on YouTube. (April 12)
 The video went viral.
 Has more than 1 million views in 3 days. (April 15)
 News is all over the media.
 Event was discussed on consumer sites.
 GoodAsYou.org and Consumerist.com
Kristi Hammond Michael Setzer
Director & Narrator Actor

6. Online Mention of Dominos

7. Dominos Response
 Dominos was informed of the situation. (April 13)
 Identified the employees and fired them.(April 14)
 McIntyre sent e-mail updates to Good As You and The
Consumerist. (April 14)
 Posted a public note on their website. (April 14)

8. Dominos Response
 But were slow to respond on social media.
 No public statement in 48 hours.
 This caused public criticism on social media.
 Then Dominos posted a video of CEO Patrick Doyle on
YouTube apologizing. (April 15)
 Created twitter account @dpzinfo. (April 15)
 Dust began to settle. (April 17)

9. Dominos Response

10. What Dominos did Right
 Accepting the mistake and taking action.
 Posting a mail on their website.
 Responding on YouTube by a video of CEO apologizing.
 Video was shared with same tags.
 Creating Twitter account.
 Responding to customer queries on twitter account.
What Dominos did Wrong
 Dominos took too much time to respond.
 Lack of social media presence.
 No social media policy.