June had three outstanding PR crises. This article strictly offers academic insight meant to create awareness about crisis PR management in Uganda. Therefore, it should be used for educational purposes and not viewed as an attack on institutions or individuals.
1. Airtel Uganda Money system blackout.
Airtel Uganda Mobile money system was off for some day in June which sparked online complaints. Even the APP was off. Airtel did not urgently update its customers why the system was completely off and when it would be restored. I personally did not receive any update. This was bad PR and gave critics an option to come up with the theories to understand how it started. Airtel came up to defend it's position regarding the crisis surrounding it's mobile payments service. Airtel Uganda only remembered to apologise to is customers after restoring the system. During the same time there was a campaign for Airtel money subscribers from Wednesday 22 June to Sunday 27 June.Among other things customers sent mobile money for free.
Excerpt from a local website
"Following an upgrade of the Airtel Money platform, a few of our customers have experienced intermittent service over the last 7 days. The platform has been down undergoing a series of upgrades to enable our customers enjoy an improved and superior customer experience" Paul Langlois, Airtel Money Director. Airtel Uganda further explained that "In light of the growth that we have experienced in the recent past, it was imperative that regular improvements are carried out. This upgrade will eliminate issues of capacity in terms of timeouts while transacting especially during peak times,"
2. URA twitter account goes "mute" after a controversial discussion.
Social media fraternity was in shock after URA went quiet on Twitter. Uganda Revenue Authority [URA] Commissioner General Doris Akol found herself at a loss of words after a tweep engaged her over taxation. The authority was holding a live Twitter session running under the hashtag #AskTheCG. URA account did not respond to further questions of a tweep regarding taxation despite him pressing on. This incident dented the transparency culture of URA.It was as if they are hiding something. At least the URA team would have diverted the tweep or taken the discussion offline but not keeping quiet.
3. UCU allegedly bans non-Anglican worship at own campus.
A local Ugandan Newspaper broke the news that Uganda Christian University Mukono (UCU) had banned non-Anglicans from worshipping at the campus, saying the institution is founded on the Anglican faith and values which need to be given space and protected from interference by other religious faiths. . It is commendable that University came out to respond to the issue.
A statement by UCU's Manager Communications and Marketing Ganzi M. Isharaza did know refute the claims but it offered sketchy details.
Part of the university statement read "We are unapologetically Christian and aspire to live up to that standard in faith and deeds. Because we are a university founded on Christian values, we are mandated by the University Council and ultimately the Province of the Church of Uganda, through the House of Bishops to affirm, defend and promote the Christian identity of the University, including on its campuses, in accordance with the University's Instruments of Identity."
Ivan N Baliboola
PR and organizational Diagnosis specialist.
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