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This thesis is an investigation into the 2010-2011 crisis at NMBS and in the way in which media and consumers affected both the crisis and the crisis communication. The premise for approaching this research is the existence of a new communication environment called the Internet Galaxy, for which many companies are not yet prepared in times of crisis. Because the Internet Galaxy has effects on both the communication media and agents, this thesis investigates the consequences these changes have on crisis development and crisis communication. It also offers three main strategies companies can use to better prepare against this increasingly crisis-provoking society.
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INTERNETGALAXY NMBS in the
The third and last part of the case study will be used to investigate
the crisis communication of NMBS. We shall look at some of the
response strategies NMBS employed and finally at how well
prepared the company is for the Internet Galaxy.
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