Spotify must reorganize and re-strategize.
Following recent boycotts by artists and fans over the popular streaming service's allegiance to Joe Rogan's controversial program, this is the consensus among crisis management professionals. Following the public outcry, Spotify finds itself at a conundrum between supporting its subscribers by moderating dangerous content and chasing after profit.
But while the company has taken urgent actions, such as removing some of the podcaster's episodes, it's still not enough. Spotify isn't issuing an outright cancellation of Joe Rogan's show, which might be an issue, according to crisis management specialists.
The hugely successful podcaster has been accused of distributing misleading information about the coronavirus. Rogan is being chastised for using a racist slur in the past. Spotify is under increasing pressure to take a firmer position on the shows it hosts due to its refusal to terminate connections with Rogan.
Experts argue that the corporation bungled its crisis response and should have placed a larger priority on its long-term reputation from a social conscience standpoint. The first thing a firm should examine when dealing with a dispute is how its various stakeholders—specifically, its customers—are reacting. But it seems like Spotify does not have the stakeholders' best interest in mind, experts argue!
This situation brings to light the need for better crisis communication for Spotify and organizations in general. The crisis communications strategy is an integral part of an organization's preparedness program. During a crisis, a company must respond quickly, correctly, and confidently in the hours and days that follow.
Various audiences must be reached with information tailored to their individual interests and requirements. General impressions of how the situation was handled might have a favorable or unfavorable impact on the company's reputation.
Organizations must always consider their audience or patrons in a crisis like Spotify's. After all, without them, you have no business.
And, of course, there should be effective crisis communication. Your business continuity program has to have this plan in place to communicate with stakeholders and customers on any decisions reached about an issue.
There are many resources you can use to create your crisis communications. An online tool is helpful because it will help you tailor your plan to your company's needs and the type of crisis. For example, how you communicate with customers in the aftermath of a disaster, such as the COVID-19 pandemic, will differ from how you publicly address a corporate crisis, such as Spotify's Joe Rogan controversy.
In situations like these, you can significantly benefit from intelligent assistants like BCM next. Innovative communication defines our platform.
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