HOW TO PREVENT AND DEAL WITH PR CRISIS IN CHINA
This book has been written to help companies avoid PR crisis when dealing with China. Find out examples of mistakes and PR crisis and get practical advice on how to respond to certain political, social, cultural, taste and preferences issues.
This book is meant to help brands avoid some common PR mistakes. It’s not an exhaustive list or the final word. Things in China change quickly, especially with a range of critical events overlapping in 2020 and 2021.
However, if you’re aware, flexible, and ready to tackle the issues at hand, you have every chance of success.
Here’s an excerpt to give you a taste.
“Effective Ways to Avoid Problems
Make sure all employees are aware of your com- pany’s code of conduct, values and social media policies.
During your onboarding process and at regular in- tervals after that, employees should be made clearly aware of all policies and guidelines around expect- ed standards of behavior both in person and online, while at work and while off duty. This includes how you expect people to approach issues like natural disasters, local and global emergency situations and the consequences for breaching these policies. Keep an eye on your staff and listen to fellow em- ployees who report issues.
If an employee goes rogue and makes offensive statements, stay on top of things and react promptly. Don’t wait. Act swiftly and communicate in Chi- nese and English on multiple public channels to show your seriousness and sincerity. In a market and society that moves as fast as China’s, people are less understanding of a slow pace. And make sure you understand the pace. Your country’s fast might be China’s slow.
“How to do Damage Control
Xiaomi Makes Lemons Out of Lemonade
In 2015, Xiaomi co-founder and CEO, Lei Jun took the stage in New Delhi as Xiaomi launched one of its first products for the international market. This was his first time speaking English at a launch event. It’s likely that he chose to do this to better communicate with an Indian audience and so he could talk to the audience directly rather than through an interpret- er.
Given that his language skills were very basic, this was a brave choice. He approached the venture
with gusto and good humor and laughed with the audience as, early in his speech, he had to correct himself quickly after he mistakenly said that he was very happy to be in China. He gamely kept going and delivered his announcement that everyone in the audience would receive a Mi Band, the brand’s version of a Fitbit, in clear but sometimes broken English, to loud cheers from the audience. Through- out the speech, he loudly repeated the phrase “Are you OK?” several times, seeming to mean “Are you excited?”
Even though his English wasn’t accurate, he was well received for a few reasons. Not only were they all Mi fans, happy to have the company’s CEO on stage in front of them and grateful for a free gift, the audience was made up largely of English sec- ond-language speakers who understood the diffi- culties of learning a new language. They seemed to appreciate Lei Jun’s effort and willingness to make mistakes just to communicate with them personal- ly. The brand is hugely popular in India.
Although a minority seemed to view the speech as a PR fail, it was embraced by Mi fans and the inter- net at large when it was remixed and autotuned to go with a cheery, hummable tune. There was even a second remix done with a patriotic Chinese folk tune. It went viral and became a hit on blogs, indus- try news sites and social media, spreading the Xiaomi brand name and some joy right along with it.
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