I read several articles about the Bose crisis communication this weekend. According to NDTV news, it says Kyle Zak has been filed in federal court seeks an injunction to stop Bose’s “wholesale disregard” for the privacy of customers who download its free Bose Connect app from Apple Inc or Google Play stores to their smartphones (http://www.ndtv.com/world-news/bose-headphones-spy-on-listeners-lawsuit-1683707). However, Bose insistently states that ” We don’t wiretap your communications.”
“We understand the nature of class action lawsuits. And we’ll fight the inflammatory, misleading allegations made against us through the legal system,” Bose said in a statement on its website (http://nypost.com/2017/04/21/bose-were-not-using-our-wireless-headphones-to-spy-on-users/).
This is a crisis communication for Bose company about this case, Bose still didn’t really have an official press release about this lawsuit. What they told to public is, they wiretap public’s communication. For my perspective, I think keep silent it might good for them, but at some point it could turn to be a negative side for Bose. Speaking with good side, it is smart to hold their statement until everything figure out. As company itself, they should notice what could go wrong or why happened this crisis. If a PR or marketing person getting rash and hasty to state they are blameless in the event, then it also could have another controversy. On the other hand, silent might make audience can we still trust Bose? The longer you wait, the more time a reporter has to get the information they are looking for from other sources.