Optus out(r)age: a communication company that needs to work on its communication
On Wednesday morning, Australians across the country found themselves plunged into a communications darkness thanks to Optus’ network failure.
But beyond the failure to provide more than 10 million people with the ability to communicate, Optus’ communication proved a shocking failure. Phoebe Netto, founder of Pure Public Relations, expounds on how Optus ghosted an entire nation.
One of the rules of crisis management is to communicate quickly, and often: even if you don’t have new information, causes, solutions, or estimated timeframes. Silence is not an option.
For hours, Optus ghosted the nation – not even communicating with the Minister for Communications. Their only message was a single tweet that lacked sufficient information and had the comments turned off.
