Google Plays Ostrich with G+ Woes

Erik Bernstein crisis communications, crisis management, crisis preparation, Crisis Prevention, crisis public relations, Crisis Response, online reputation management, public relations, reputation management, social media Leave a Comment

Don’t bury your head in the sand when it comes to crisis management

If you’re working in social media or crisis management, it’s probably safe to assume that you’re set up on Google Plus. Unfortunately for Google, it’s also pretty safe to assume that you’re ONLY there to have another point of presence and/or take advantage of the increased search visibility. Google execs refuse to publicly admit this fact, insisting that the service’s user numbers are skyrocketing, while simultaneously padding monthly traffic figures by including visitors to YouTube and those that simply sign in and use Google’s search function.

This could be simple audacity, we’ve certainly seen it from large corporations in the past, but John Baldoni, of CBS’ Money Watch, took a deeper look at the situation, and found that Google may have blinded itself to G+’s troubles:

But more than arrogance, Google is a victim of myopia. Google is choosing to view the company through its executive suite in Mountain View, Calif., not through the thousands of pairs of eyes of men and women who are paid to observe, analyze and comment on its corporate performance. Ignoring them is hubristic certainly, but it is short sighted because Google executives are acting as if people actually believe them.

It reminds me of a quote I have often used in my leadership seminars: “A desk,” wrote David Cornwell (aka John LeCarre), “is a dangerous place from which to view the world.” Things are neat and simple if you do not venture from your home turf.

We’ve seen countless crises born as a result of organizational leadership that is simply unable to see beyond its own corporate agenda and hype. Yes, there will be doubters along your path to success, but when you hear respected industry analysts criticizing a product or campaign of yours, it’s just smart crisis management to get another angle on the situation.

The BCM Blogging Team

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