Apology
Within 1 week since the parents' post accused their son of being bullied and suffered severe dermatitis after returning from Lang Ha Hoc, this unit has apologized at least 3 times, with many different forms and representatives.
MC Minh Trang, the founder of this model, has apologized and acknowledged the incomplete experiences of some children and families, and expressed regret for the stress and misunderstandings in the process of handling feedback.
However, many parents still object and are outraged by the organizers' unprofessional and disrespectful handling of negative feedback.
Ms. M.D (Hanoi) is the representative of the parents of a group of 6 children who went to a summer camp in Ha Ha Haoc Village from 13-16. This parent was upset and said: "Omitting experiential activities, what I am completely dissatisfied with here is that the place of activity such as children's sleeping, resting and hygiene is not worth the money their parents spent."
When children's health is directly affected by irresponsible management, parents are hurt by not being treated friendly, the image of a "excitingly" summer camp collapses, causing many families that used to use the service here to turn their backs.
Talking to Lao Dong reporter, Mr. Nguyen Tung Lam - a media crisis handling expert - said that in the case of Lang Haoc, there were 3 factors that caused the crisis to continuously escalate. "First, the service is directly related to children, sensitive subjects and can easily create a protective effect in society.
Second, KOLs participating do not play an intermediary role but become the focus of emotions, causing the distinction between the "brand" and the "representative" to be erased.
Third, noise is not a " media accident", but the result of a long-term accumulation from the dissatisfactory experiences of many parents, so when a person speaks out, it immediately creates a resonance and spread effect", the expert commented.
The crisis is escalating
Many parents shared with Lao Dong reporters that they were upset because when reporting the incident to the organizers, the managers had an disrespectful attitude, "paying back" to parents.
Even the Lao Hac fanpage blocked Ms. C.N.L (Hanoi) when she texted about her son being bullied and having severe dermatitis after going to a summer camp in the village.
From Ms. L's frustration, many other parents did not keep quiet. They continuously speak up to report the dirty situation of the toilet, making children not dare to use the toilet, enduring a whole week, and the living areas are also full of insects.
Expert Nguyen Tung Lam commented that the crisis does not start when someone speaks out to denounce and bring the story to the community, but begins right at the moment people feel they are not being listened to, do not see a proper and accepted attitude.
"The fact that the organizers are indifferent, have disrespectful words, and even react nguoc lai to parents - in essence, is no longer a media incident, but a personal emotional reaction. After that, making private messages public, accusing customers of "bad behavior" ... is the act of continuing to flare up the crisis.
Professional media must understand a core principle: narrowing the scope of influence, shortening the time of presence of scandals, and not creating any new characters for public attack. Continuing to create more stories for the crowd to argue and pay attention is not about handling the media, but a way to extend the 'drama'," the expert said.
