21 Jun '11, 10pm

bookmarked SMRT: Effective crisis management? | The Online Citizen

bookmarked SMRT: Effective crisis management? | The Online Citizen

In a horrific accident in April, Thai teenager Nitcharee Peneakchanasa lost both her legs falling off an MRT platform ahead of an incoming train. Her family is now suing SMRT for $3.4 million dollars. SMRT ultimately allowed liability concerns to interfere with the way it handled the accident, inevitably presenting itself as an organization lacking compassion, a perception which probably factored into the family’s decision to sue. SMRT failed to effectively manage this crisis, dealing a blow to itself not just in terms of encouraging a lawsuit, but in attracting negative attention from the public From the newspaper reports, one surmises that the extent of SMRT’s goodwill towards Nitcharee extended to some hospital visits and free transport to and fro the hospital. It seemed as though the company was getting as minimally involved as possible. Sympathy for the family grew as...

Full article: http://theonlinecitizen.com/2011/06/smrt-effective-crisis...

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Thai teen's family sues SMRT for $3.4m

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