Rogers’ handling of the coast-to-coast service disruption was ‘disappointing at best,’ and irresponsible at worst, one marketing expert said.
Telecom giant Rogers Communications Inc. fumbled its corporate communications during Friday’s mass service outage, experts in crisis communications say.
“I don’t think their communications on the day or since has in any way acknowledged their understanding that they should have been prepared,” said Kanina Blanchard, assistant professor of management communications and general management at Western University’s Ivey Business School. During that time, the company tweeted from its tech support Twitter account @RogersHelps seven times, but did not appear to acknowledge the cause of the outage while it was occurring.
“We are entirely focused on re-establishing our networks, identifying the cause of the outage and committing to crediting customers’ accounts. While this work continues, our top priority has been ensuring we provide our customers with accurate information in a timely manner as we work to fully restore service,” Luciani-Girouard said.
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