Comments on: Greyhound’s PR Dilemma after Decapitation Highlights Bus Security Issue

By: Michael Scott

Michael Scott — Thu, 18 Sep 2008 01:07:50 +0000

A massive error here. I can’t argue with there claims about the difficulty of securing and monitoring bus services. There are far too many services to have a security guard on each service.

I’m curious as to what measures readers would recommend Greyhound take to secure their travel service? Do they employee conductors, with security backgrounds, to monitor different services throughout the day, at least giving a presence?

By: Greyhound Theft | Samuel's Pineapple Pinnacles

Greyhound Theft | Samuel's Pineapple Pinnacles — Thu, 14 Aug 2008 22:48:58 +0000

[...] more about it here and [...]

By: Greyhound Murder and Theft | Samuel's Pineapple Pinnacles

Greyhound Murder and Theft | Samuel's Pineapple Pinnacles — Sat, 09 Aug 2008 21:36:55 +0000

[...] more about it here and [...]

By: Greyhound Murder and Theft « Pineapple Pinnacles

Greyhound Murder and Theft « Pineapple Pinnacles — Sat, 09 Aug 2008 16:02:49 +0000

[...] more about it here and [...]

By: Brandon Carlos

Brandon Carlos — Tue, 05 Aug 2008 19:18:20 +0000

I thought, right after hearing this, that Greyhound would have a serious crisis management case on their hands.
Their statement was standard (”This is an isolated incident…”) but as PR pro’s we know that Greyhound will have to focus on the issue that troubles it’s audience: SAFETY.
This disaster provides the opportunity for Greyhound to rebrand itself (granted, their focus has been on safety in the past, though primarily it’s been on cost and comfort). This is a tough one and it certainly doesn’t help that they waited so long to release a statement.

By: Eric Eggertson

Eric Eggertson — Tue, 05 Aug 2008 05:08:00 +0000

Ryan and Carleen:

Well said.

The onus was clearly on Greyhound to respond quickly and effectively. In the absence of that, people fill in the blanks with their own assumptions about how much the company cares about the safety and peace of mind of their customers.

By: Carleen

Carleen — Tue, 05 Aug 2008 04:22:41 +0000

I feel Gray Hound’s first mistake was waiting three days. As a student of PR, a lesson I am learning is that “Time is of the essence,” no matter how cliché the statement. Taking to long to communicate can make a corporation or company seem cold and uncaring, especially in times of crisis. Responding in a timely fashion would not only shed a more sincere and blank light on the company, but would have shown an eagerness to learn and grow from its inadequacies. Knowing, and understanding your audience, is another lesson I have learned. Gray Hound failed to account for the high amount of shock, grief and fear still surrounding the situation. Loyal customers were looking for an apology and assurance that they are safe commuting with Gray Hound. Potential customers were looking for a strategy to avoid a future crisis, and the public in general waited for Gray Hound to take responsibility. A company that has the ability to look at their mistakes, admits to them, and learns and grows from them, is a company with humanity. No well-written press release or letter from the president could be an ample substitute.

By: Eric Eggertson

Eric Eggertson — Mon, 04 Aug 2008 21:42:26 +0000

Megan:

Yeah, I know the impulse to lay low, but companies owe it to their customers and to the public to step forward and offer their explanation.

By: Ryan Pauley

Ryan Pauley — Mon, 04 Aug 2008 19:46:35 +0000

As PR professionals, students, and members of the general public, we see public relations disasters like this occur all the time. Public relations professionals dread the unexpected tragedy that undoubtedly casts negative perceptions toward the organization or institution that will ultimately suffer from the bad publicity. We must have highly structured and well-thought-out organizational crisis plans in order to quickly address the problem before the company’s image is tampered forever. In this case involving Greyhound, the public relations department, or lack there of, simply refused to show responsiveness, responsibility, and results.
The lack of a timely response on Greyhound’s behalf shows the lack of preparation and anticipation in the event of a crisis. This issue should have been addressed immediately after the incident with press releases and a press conference. However, the tragedy was simply ignored for three days.
Greyhound never took responsibility for its actions. Greyhound should have been admitted that security on Greyhound buses is an issue. Simply saying “We take full responsibility for the lack of security on our buses” would have at least let the public know that the problem has been acknowledged.
Lastly, Greyhound refused to explain what would be done to resolve the issue of security. However, without even speaking publicly until three days after the incident, it is clear Greyhound and its public relations team must implement a crisis plan before the next psycho decapitates another innocent passenger.

By: Megan

Megan — Sun, 03 Aug 2008 15:41:08 +0000

I think they, like the rest of us, were horrified and unsure what to say. They hoped that if they didn’t say anything, nobody would connect them with this tragedy and their buses would still be seen as a safe way to travel.

Yeah, it sounds ridiculous. But I still understand why they thought this. I don’t think it’s right, but I understand the underlying hope.