Sometimes, the values of a company shine through in a moment of anguish. Christopher Rose, a fifteen year-old, was killed during a fight over an iPod last week. In a remarkable display of empathy, Steve Jobs called and spoke to the boy's father:
"Calling him by his first name, Mr. Jobs asked how Mr. Rose was doing, he said, and conveyed his sympathies. "He told me that he understood my pain," Mr. Rose said. "He told me if there is anything - anything - anything he could do, to not be afraid to call him. It really lightened me a bit."(NYT)
iPods are apparently becoming the target of sidewalk robberies, especially among urban youth.
This week, Steve Jobs demonstrated that effective crisis communications doesn't have to come from a rapid response binder, deployed by the corporate communications team.