Telstra has broken a critical rule of corporate crisis management
The scale of the disruption was the first problem. AAPWhere Telstra did appear to do well was in its ability to restore 90 per cent of services within about six hours.But, much like Optus’ decision to take days to reveal the full scale of its disastrous Triple Zero outage, it was in transparency that Telstra let itself down. There should be no minimising the level of chaos when the company’s representative stands on a media stage to apologise.AdvertisementIt was Telstra’s chief financial officer Michael Ackland who drew the short straw because his boss Vicki Brady was on holidays overseas.
- ▪The scale of the disruption was the first problem.
- ▪AAPWhere Telstra did appear to do well was in its ability to restore 90 per cent of services within about six hours.But, much like Optus’ decision to take days to reveal the full scale of its disastrous Triple Zero outage, it was in transpa
- ▪There should be no minimising the level of chaos when the company’s representative stands on a media stage to apologise.AdvertisementIt was Telstra’s chief financial officer Michael Ackland who drew the short straw because his boss Vicki Br
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Excerpt limited to ~120 words for fair-use compliance. The full article is at The Sydney Morning Herald.