On Thursday, 4,500 passengers and crew members from Carnival's stranded cruise liner arrived safely on land. Passengers had been stranded for 72 hours without electricity due to a fire in the ship's engine room. These articles address the PR strategies Carnival used during this crisis.
On one hand, this article hails Carnival's PR strategies as impressive due to the company's fast response, the crew's competence in containing the danger with no injuries, the provision of timely information to the media, and the company's efforts to compensate the passengers. From all indications, Carnival had a very good crisis management plan in place to deal with such incidents.
On the other hand, this article provides a more balanced analysis of the incident, especially its use of social media websites in dealing with the crisis. What struck me was the author's mention of how Carnival should have changed its profile picture on Facebook since it was too light-hearted. It seems to me that every detail counts when it comes to crisis management.
It will be interesting to see how Carnival tries to restore its image in months to come especially since it involves convincing people to put their lives at risk by going on one of its cruises. Which of their publics will they appeal to? What messages are they likely to use?
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