On Monday, 4th October, WhatsApp, Facebook and Instagram went down all around the world, leaving 3.5 billion users without their services for more than 6 hours. The company’s communication strategy was that of silence; they decided not to provide any information about the problem.
This factsheet addresses the questions raised by this choice of communication strategy by the company and analyses its management of the situation with reference to the ‘Catalogue of Good Practices in Crisis Management’ and the paper on ‘Social networks in crisis management’. Both of these reports, produced by Institut Cerdà, can be found in the publications section
Factsheet “Caida de Facebook, 6 horas sin likes“