Optus Outage: Ethical Communication in a Crisis
商品編號：W41863
出版日期：2025/04/14
再版日期：
商品來源：
商品主題：General Management/Strategy; Communications
商品類型：Case (Pub Mat)
涵蓋議題：ethical decision-making in a crisis
難易度：4 - Undergraduate/MBA
內容長度：7 頁
地域：Australia
產業：Information; Media & Telecommunications
事件年度：2023
On November 8, 2023, a sudden and extensive network outage at Singtel Optus Pty Limited (Optus), Australia’s second-largest telecommunications provider, left over 10 million of its customers disconnected. With public safety compromised and essential services disrupted, the CEO of Optus faced an ethical quandary in crisis communication: How could her team balance the need for swift public engagement with the demand for accurate information amid uncertainty and chaos? In the aftermath of the network outage crisis, Optus’s leadership team endured intense scrutiny from an Australian Senate Committee inquiry, which further questioned their decision-making process. Should the CEO have made an immediate public media appearance to address the outage with the limited information at hand? Or was she right to wait until later in the day, when the cause of the outage was identified and the majority of services restored? In exploring answers to these questions, the case examines the interplay between ethical decision-making, stakeholder trust, and corporate reputation.
教學手冊：Optus Outage: Ethical Communication in a Crisis - Teaching Note
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