Nakumatt.net is a failure in Internet Crisis Communications.
I am appalled. Nakumatt Holdings, the behemoth that is one of East Africa’s largest retail businesses has failed to have internet crisis communications via its web site. It is now 3 days since the Nakumatt Downtown fire tragedy that now has a confirmed death toll of approximately 40 people. However, the Nakumatt Holdings web site at http://www.nakumatt.net has no information whatsoever on the Nakumatt Downtown fire.
In the age of the Internet, for a large business boasting a market presence throughout the EastAfrica, it goes to show that internet-based corporate communications is simply not a priority. Therefore, as a result, Kenyan blogs, including this one, are alight with posts and comments on the Nakumatt Downtown fire. Bloggers and their Readers are in effect shaping the online conversation on the issue and determining perception and opinion on the Internet front with no counter-communications coming from Nakumatt Holdings.
Meanwhile, Nakumatt Holdings is not using the internet as its mostÂ global channel to drive the communications around this crisis. In the process, the Nakumatt brand, even in markets where it does not operate, is being eroded like the very fire that burnt Nakumatt Downtown. This blog had its highest traffic spike ever on the Nakumatt Downtown fire post I made 2 days ago and was even ranked higher than the Daily Nation or the East African Standard at one point for relevant searches on Google. This goes to show that Kenyans are online and Kenyan businesses need to use their Internet presence as a key channel of their overall communications strategy.