Designing for Emotion: Chapter 6

While reading chapter 6 of Designing for Emotion, the author discussed forgiveness within crises- how brands should be continuously working toward building strong relationships with stakeholders, so when disaster strikes they hopefully take it with ease and control. I really enjoyed reading about Flickr’s crisis that occurred in 2006. While engineers were working tirelessly to fix the issues, Flickr launched a coloring contest to keep the stakeholders busy and calm. This was also a great way to keep stakeholders to refrain from saying anything negative about the organization’s mistake. One area I somewhat disagreed with was on page 76; “In fact, when you create a compelling experience, your audience will often forget about the inconveniences they’ve encountered over time and just remember the good things about your brand.” I agree a compelling experience for stakeholders is important, but I do not believe this will overshadow their inconveniences and make them completely forget about them.