An explosion caused by a gas leak occurred at an AEON shopping mall during the Kumamoto Earthquake, killing 7 people. Differences in the responses of major customers, including Nippon Paper Industries, and in their public relations efforts came under scrutiny, prompting discussion online about how the companies responded.
The Kumamoto Earthquake that occurred on 28 July caused extensive damage and affected many companies. The public relations responses of the affected companies varied, and some criticism was voiced online. This article examines how 3 companies affected by the disaster responded and considers how companies should handle public relations during a crisis.
In a major shock, an explosion caused by a gas leak occurred at a large shopping mall operated by AEON approximately 1.5 hours after the earthquake struck. Evacuation continued in part of the facility, but people began returning, and 7 people died. Evacuation manuals had been prepared, and drills had also achieved a measure of success.
AEON's press conference was described as swift. On the day after the earthquake, President Akio Yoshida (吉田昭夫) visited the site, inspected the damage and held a press conference, announcing compensation for the victims while organizing and explaining the facts. His calm handling of questions and his clear presentation of the company's future policy were well received. At the same time, some reports were criticized as containing mistaken understandings, underscoring the fundamental need to distinguish between established facts and unknowns when explaining a situation.
As for differences in on-site responses, AEON's crisis communications approach attracted attention, while the article provides limited specific detail on Nippon Paper Industries' public relations response. Overall, the speed of public relations responses and the clarity of explanations in situations involving extensive damage and fatalities were cited as points of comparison.