Bank of America: Good Crisis Comm on Friday?
If you’ll recall, JPMorgan Chase was highly criticized for not getting information out to customers when its Web site went down for a full day in September 2010. The company put out statements, but not until long after the social mediasphere became full of anger and frustration.
At around 7 a.m. Friday, Bank of America experienced a partial outage of its online banking service. The bank used Twitter to get the word out right away, but it did not announce the outage anywhere else; impacted customers simply got an error message when trying to access accounts online (including yours truly).
Over Twitter, B of A broadcast this message: “Online Banking Outage: Bank of America is working to restore capability as quickly as possible. We apologize for any inconvenience.”
Though it reaches more than 7,000 Twitter followers worldwide, that is far less than the number of customers affected.
My question for you: why do you think they only used Twitter? Why would B of A not post a message on the company website (or any another place)? Was this a good strategy or did they miss the mark? Please share your thoughts below!