In today’s interconnected world, no one is immune to public criticism. A single thoughtless comment or an old social media post can ignite a firestorm of backlash. Navigating such a crisis can be daunting.
One example of dealing with crisis management is the British video game studio Hello Games. Their space survival game, No Man’s Sky, was released in August 2016 to mixed reviews and significant backlash from players:
- The game’s ambitious promise of a vast, procedurally generated universe fell short of expectations.
- Many features were seemingly missing or underdeveloped, while both critics and players believed the gameplay was repetitive and lacked depth.
- The Advertising Standards Authority (ASA) in the UK conducted an investigation into No Man’s Sky’s advertising following complaints from consumers about potentially misleading promotional materials.
- After a two-month investigation, the ASA cleared Hello Games of false advertising, determining that the promotional materials were “unlikely to mislead” consumers.
While mistakes are inevitable, our response to them defines our character. In this article, we will explore essential tools and strategies for handling backlash and rebuilding trust.
Embracing Responsibility: The First Step in Overcoming Public Criticism
Owning up to your mistakes is the first step to redemption. While it might feel like standing in front of a firing squad, it’s the only way forward.
Depending on the situation, there are a few different routes you can take:
- For example, a company can take full responsibility and make a public statement initially outlining the changes that will be made to correct the situation.
- In the case of Hello Games, the necessary changes required time to implement.
- Instead of making a statement, potentially making promises they couldn’t keep — particularly since they were under investigation — they quietly worked to fix the problems. They didn’t say anything until they could deliver.
Transparency and Open Communication
Being transparent isn’t just about honesty — it’s about building trust and showing the world you’re ready to take responsibility. It’s your chance to steer the narrative and reconnect with your audience.
- If misinformation played a role in the public backlash, take this opportunity to clarify the situation and provide accurate information. People appreciate a willingness to address their concerns head-on.
- If communication channels were down or limited during the initial crisis, outline the steps you’re taking to ensure open communication moving forward.
- This might involve interacting on social media platforms, hosting Q&A sessions, or establishing dedicated hotlines.
- After Hello Games made significant improvements to No Man’s Sky, they’ve been open with players about the direction they’re taking the game.
By being open and honest, you regain control of the narrative while creating a space for dialogue and rebuilding public confidence.
Turning Words into Action: Proving Your Commitment
Words alone can’t erase a mistake. After your initial statement, demonstrate your commitment by taking concrete actions to resolve the issues at hand.
- This demonstrates a genuine understanding of the problem and a willingness to make positive change.
The Road to Redemption
Hello Games took an unconventional route during the ASA investigation. Rather than issuing statements and making promises, they chose to let their actions speak louder than words:
- Silent Development: The studio went quiet, focusing on improving the game rather than engaging in public relations.
- Free Major Updates: Hello Games has released substantial, free updates and expansions to No Man’s Sky, addressing player concerns and adding new features.
- Consistent Improvement: Over the years, the team has released numerous updates, each adding significant content and addressing player feedback.
Remember, trust takes time to rebuild, and consistent adherence to your stated principles is what will ultimately win back public confidence
Learning from Mistakes
Every misstep presents an opportunity for growth. Take time to reflect on the situation, identify the root causes of the issue, and learn from the experience.
- Share with the public the key takeaways you’ve gained from this experience.
- This demonstrates not only a willingness to learn, but also a commitment to preventing similar situations in the future.
- Outline the specific actions you’ll be taking to implement these lessons.
- This could involve revising internal procedures, investing in additional training, or establishing new safeguards.
By actively learning from your mistakes and taking steps to improve, you demonstrate a commitment to growth and a proactive approach to future challenges.
Rising Above the Challenge
Rebuilding trust is a marathon that requires relentless dedication and time.
By committing wholeheartedly to these principles, you don’t just win back public confidence — you cultivate a culture of accountability and growth that can weather any storm
