Chapter 9 - Case Study 3: Social Networking Disaster for Domino’s

1. Some observers believe that if an organization does not respond to an attack on its brand
within the first 24 hours, then the damage has been done—lack of management response
is judged as an admission of guilt. Others feel that some time is required to gather facts and
figure out what happened before responding. With the advantage of 20/20 hindsight, how
might Domino’s have reacted more effectively?

Domino’s were not so updated with regards to the social media have. They just found out with someone commented on their blog. The damage has been totally done. And customers who viewed the posted video eventually alarm and decided not to eat pizza at Domino’s. As the issues have been on air their response and apology are already too late.

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2. Do you find it unusual that Domino’s response was primarily through the online media rather
than the usual printed press releases? Does this seem an effective and appropriate way to
respond under these circumstances? Why or why not? Does Domino’s use of the online
media set a precedent for others to follow in the future?

Yes, it is powerful way to response through the use of online media were do their customer and people nowadays are always updated. Yes it is effective and appropriate way to responds like were this thing started. Maybe it will help do to get back what damage is done to them.

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3. Identify three lessons that other companies could learn from Domino’s experience.

First always be updated thru want is happening to your surroundings, then response as early as you could when uncertain issues happened and check how liable and honest your employees to your company. 

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