More errors disclosed by A.T.&T

Article Abstract:

In further explaining the circumstances behind the disruption of its long-distance services in New York City on Sep 17,1991, AT&T admits that a key supervisor assumed that its alarm systems would work and alert other workers when power supply would be at a critical level. On that day, Consolidated Edison requested for a load sharing procedure, which would require AT&T to use its own power generators. AT&T, however, was then already using battery power without management knowing it. After six hours, voltage was at a dangerously low level and the service shut down at 4:50 pm. The supervisor and three technicians, who were directly responsible for the power supply, were attending a class on installing a more reliable alarm system when the crash occurred. AT&T management, meanwhile, admits that its public explanation of the incident was done poorly. Earlier announcements had suggested that members of the Communications Workers of America, AT&T's principal union, were to blame for the incident.

Management, Long distance telephone services, Long-distance telephone service, Telephone systems, Telephone System

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A.T.&T.'s bad connections

Article Abstract:

AT&T mishandled the crisis consequent to disruption of its telephone services in the New York City area in the week of Sep 16, 1991. At first, AT&T wrongly blamed technicians and poorly explained the crisis to the news media. AT&T Chmn Robert E. Allen did nothing at first. A week later, he apologized to everyone in a full-page newspaper ad, but even then, the ad was used to tell everyone how that AT&T's services are good, turning the apology into a commercial. Compared to the way other companies, such as Exxon Corp, with its Valdez oil spill, have reacted to crises, AT&T did well, but AT&T should have acted more decisively. Credibility in such circumstances must be established in the first 72 hours. AT&T's competitors are taking advantage of the company's mistakes, raising questions about AT&T's reliability.

Public relations, Crisis management, Error analysis (Mathematics), column, Error Analysis, Failure

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