June 25 false positives on the simplified Chinese version of Norton WindowsXP system files the disclosure of compensation programs, and again this incident affected users apologize. Compensation for damage to the user is expected to be launched on June 27.
Symantec said in the published program, the affected individuals will receive 12 months of extended use period, and receive storage Restore 2.0 Norton software; and enterprise users will be according to the number of the affected PC Ghost solution program suite.
In addition, Symantec said in a statement after the data statistics, this incident affected no more than 50,000 computer units.
May 18 this year, the world's leading anti-virus software Norton virus database update, will be the key to simplified Chinese version of WindowsXP system files as virus removal, restart the computer after the user will be paralyzed unavailable. Norton in the four and a half hours after an emergency upgrade to provide solutions. However, Norton's installed capacity in China, a broad, still a large part of the user losses.
Compensation package announced, Norton manslaughter events seem to be come to an end, but my analysis: Symantec disappointing because the "ostrich public relations", the lack of sincerity of the compensation package does not Qiamie crisis "flame", the crisis information media constantly repeated shocks spread, amplification, and interests are impaired may break out at any time savings in the mood, so development is far from over, will continue to simmer.
5 weeks time to achieve its full passive
Norton from May 18 to the outbreak of manslaughter on June 25 the "sincerity", Symantec took the full 5 weeks. 5 weeks time for the evolution of the fast-changing crisis, in terms, perhaps with the "ostrich speed" to describe.
The speed of light diffusion in the information age of the Internet, the traditional theory of the crisis in the evolution of the "golden 48 hours" the statement said, is already obsolete, and now has asked the parties to achieve fast response within 8 hours to set up high-level leaders of the crisis Leading Group, predicted the possible reaction of stakeholders to determine the direction and evolution of the crisis severity develop a systematic program of crisis management response, quickly make the appropriate arrangements, to the outside world that their 绔嬪満.
Although Symantec spent 3 days in May 21 bursts of two, announcing the survey results and solutions event, on May 23 they held a press conference, but are simply "manslaughter for the accidental event deep sorry "we do not see the attitude of responsibility and sincerity. Until June 25, the public only until the result of "feelings of guilt" (Symantec Greater China CEO Bernard Kwok language) and give a "good faith that the program."
Then, late this month or in good faith to the Symantec caused the consequences?
Keep negative information burst, the evolution of wavy crisis spread.
Let us look at the evolution of the crisis period of 5 weeks, a chain of transmission: the crisis - a concern for the issue of compensation - to apologize, but said nothing about the compensation - the first case the user claims - Microsoft's "back door" guess - early disclosure of the compensation package - officially announced the compensation package, Norton manslaughter events were experienced by 7 times the peak of media coverage.
Patterns from the crisis point of view, the most damaging in two ways: First, overwhelming style crisis, such as P & G SK-鈪?storm, from the outbreak lasted only a week to the end; Second, wave-like crisis, such as Norton manslaughter events, features is a long duration, there have been negative information be exposed, the crisis was spreading wave after wave situation.
If a crisis before there is a sense of force majeure, then the latter is more a crisis because the crisis caused by improper handling. Attention to public relations crisis in the war gaming system, the concentration of the principle of information release is to prevent the spread of the crisis a long time the key must be followed, namely active control of information sources, the first time, one time through and all of the talking, rather than such as "hourglass" as the release of relevant information. If Symantec in the May 23 press conference that announced its compensation scheme, would not be led to today's devastating situation.
Compensation program talking about the compensation Yin Zhengyi
Even after the introduction of the compensation program, most users still think that Symantec's lack of sincerity, the media reports did not mention it more from the question of financial compensation, the starting complex constraints.
Contents of the compensation to Norton 360 individual users, for example, if converted into its free cash to upgrade and renew the one-year service price of 299 yuan, will receive the Restore 2.0 Norton storage market price for the 200 Yuan, a total of 499 yuan. This kind of products and services instead of cash compensation practices have forced users to continue to use suspected, but not in the manslaughter case users who suffered serious losses, the conversion amount of 499 yuan, or plausible.
So the question is not about financial compensation, but to escape responsibility for Symantec's "ostrich mentality." It is this lightly, ignoring the interests of the mentality of the user, so that the crisis intensified ... ...
Magnitude of analysis from the media, from the network, paper media to electronic media, developing in depth, after the introduction of the compensation scheme, instigated the media has become a CCTV, CCTV 15:00 News, "News 30 minutes" program first reported the next day paper media follow-up.
Position in the media, almost all of the media strongly questioned Symantec, for its hard-line attitude from start to finish avoiding compensation should be said that the media has been angered. For example, on May 23 news conference, Symantec come on to talk about its technical advantages, but makes no mention of manslaughter incident, media interest has persisted in evading the question of compensation. A result, most media coverage is negative news the next day, the "establishment of China's first Security Response Center" localization strategy is rarely mentioned.
In the one-sided public opinion environment, even if some of the media and opinion leaders have a good impression on Symantec, it will fall into a "spiral of silence", a rational position to be completely submerged.
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