Crisis management, a sentence that I always heard in class, textbook, lecture slides. Working in Austin Heights, I first experienced how to manage a crisis by using public relations.
Last month, a terrible robbery case happened in Austin Heights residential area, which become a crisis for Austin Heights as security for the residents is always the top priority to keep the residents safe. The incident was reported widely on local newspapers, where residents had lost their confidence to the company regarding the safety issue in Austin Heights. The company was very concerned about this issue as the incident has generate a negative impact on the company.
To gain back the confidence of the residents, a series of public relations activity had been carried out. Although I am working in Sales and Marketing department, as a PR intern, I was asked to assist the residential management team to resolved the problem.
To solve the problem, residents' voice has became the top priority of the whole campaign, hence, a residents dialogue was held right after the incidents. Invitation letter was sent to all the residents prior to the meeting, residents, residence committee, property manager and other representative from the management were involve in the meeting.
The purpose of the meeting is to apologise to the residents due to the negligence of the security and also to discuss a solution on how to strengthen the security in the residential area in Austin Heights. The dialogue had been recorded and reported to all the residents, for those who has inquires regarding the incident are welcomed to visit the management office to get more information.
Besides of the dialogue, the management had decided to make a residential safety guide to foster the knowledge on how to prevent crime happen in the precinct. Therefore, I was given this opportunity to draft and design the safety guide. Considered of the multi-racial in the residential area, the safety guide was conveyed in both English and Chinese language.
This is considered a good experienced for me in this internship period, as the result has shown that most of the residents were satisfied with the campaign. Hopefully this crisis is the first time and also the last time for the company.
Koh Li Shi, Liz
15091853
Curtin Sarawak
Koh Li Shi, Liz
15091853
Curtin Sarawak
2 comments:
Hi Liz,
Same as you, we often read or learn about crisis management in lecture. I believe hearing or reading about crisis management is surely not enough to know how to handle and put what we learnt into practical uses.
It is really a positive attitude that you are taking this crisis incident as a learning experience. :) I think the safety guide you designed is helpful too.
Hope to hear more from you!
Renee x
Hi Liz, this is an interesting post. First time I came across such a unique job, to work in residential area. To manage all the crisis seems very tedious? You have to constantly think of ways to solve the problem and have to meet the resisdents expectation.
This is a good experience that is useful in any industry. I have not experience any crisis in my company, not that I wish to experience it but it is a good learning experience that we cannot only read from the textbook.
Hope to see more of your interesting experiences!
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