震后48小时:Groupon日本的反应

2011-03-13 17:49:20 来源: 网易科技报道 网易号 举报
0
分享到:
T + -
我们进入了一个社会化运动的新时代。在日本经历最严重危机之时,我们看到整个世界变得更小,变得更为温暖。

编者按:在我向这位日本互联网最具影响力和号召力的投资人约稿时,他已经连续工作了48小时。但他说,我马上就开始写。在接下来的文章中你会看到,田中章雄用文字还原了一家日本互联网管理团队在灾难发生后所表现出来的冷静有序,更重要的是,这家全球闻名的互联网企业是如何创新性的利用互联网产品特性和全球化特征,来兑现社会企业应有的责任和担当。感谢互联网,因为我们进入了一个社会化运动的新时代。天下犹一家,四海皆兄弟,祈福日本人民。

田中章雄
网易微博在线交流会

作者简介:田中章雄(Akio Tanaka),日本顶级风险投资机构IVP(Infinity Venture Partners)董事合伙人,Groupon日本公司投资人。他此前负责Adobe亚洲区的投资业务,加入Adobe之前,曾在Macromedia总部任CEO顾问及Macromedia日本CTO。IVP近年来陆续投资了近十家中国企业,包括热酷、天下网和摩卡等。

 

我刚在日本Groupon公司度过了一个星期,地震前一天我回到了澳门。

3月11日是我的生日,我正打算那天晚上举行生日晚宴。下午的时候,我还通过Skype参加了几个网络会议。

然后,地震发生了。

我在日本的同事说,这是他们所经历过的最严重的灾难,但我那时还没意识到灾难的严重性。接着媒体报道铺天盖地而来,我们意识到事情已经演变成一场我们闻所未闻的紧急灾难。我试着打电话给我父母,但电话并没接通,试了几次之后,我终于联系到了他们,也知道他们目前安好。

通常来说,大灾难发生的时候电话很难接通,但是网络相对稳定,我们大多依赖Gmail、Skype和Twitter进行通讯。

公司COO联系到我,跟我讨论了一下日本地震的严重性,我们决定迅速成立一支紧急应变团队。我们非常担心,因为我们的办公室遍布日本,包括在灾情最为严重地区附近的仙台市办公室。由于我是唯一一个日本以外的成员,我成为了日本公司和海外总部的通信枢纽。我也取消了我的生日宴会,因为这实在不是庆生的时候,而应该迅速行动肩负起责任来。

我们跟管理团队所做的几个事情:

- 让骨干职员间相互告知各自的紧急联系方式

- 确认所有职员的安全

- 在东京总部设立控制中心

- 制定危机中的网站策略

当务之急是确认职员的安全。我们组织了销售经理等人去联系我们在日本的所有职员。上至北部的北海道,下至南部的冲绳县,我们共有愈800名员工。很快我们就能够确认所有员工的安全,就只是没找到在千叶市的一名销售人员,但后来我们联系上了他,每个人都安好。我们对位于灾情最为严重地区附近的仙台市员工最为担心。该市的办公室已经遭到损害,所幸没有人受伤。我们也有团队成员之前从海外来到日本,我们确认了他们目前的状况,他们都安全呆在酒店里。

这时我也想起了一名从美国出差的高管,他那天晚上在去成田机场的路上,并不在我们人力资源部的核对名单中。我担心他可能滞留在机场了,因为机场已经关闭,大量航班取消,导致所有机场的酒店房间均悉数订满。我叫了日本团队帮他找一个酒店,当时确实很难找,但最后在东京迪士尼乐园附近找到了一个房间。与此同时,我给他打了几次电话,都没接通,最后他通过手机回复了我的电子邮件。他处于安全,已经在机场附近。最后他决定留在机场,而不是前往我们所找的酒店。不管怎么样,我们都松了一口气,毕竟他是Groupon的创始人之一。

下一个要做的就是确保我们的员工安全回家。日本大部分公共交通系统处于瘫痪,道路严重堵塞。人力资源部叫我们的员工尽早回家,因为天还亮着,回家会安全些。我们将办公室作为临时安置所,让那些离家很远的员工可以逗留。当时我们的关键团队包括CEO、COO、CTO,他们在危急中可以作出并执行重大决定。其他负责公关、社会营销、网络开发的职员也在办公室,为公司运营作出贡献。

为了确保我们的生存,我们派了公司行政人员去购买食物,因为我们预计便利店和超市的食物将会销售一空。我们也向员工发出信息,告知他们如果回不了家,他们可以回到公司过夜。我们有充足的食物和水,充足的电源,也能够进行通信。最后大概有50人在办公室过夜。

接着是关键的商业问题。我们意识到网络上充斥着地震相关的信息,我们的广告不应该出现在这些信息背景中。我们关闭了所有的广告。我们意识到,在危机中通信设施承受着巨大的压力,为了确保不会增添不必要的网络流量,我们决定停止日常电子邮件的发送。事实上,日本有许多明白事理的网站也有类似的做法,停止大量不必要邮件的发送,从而缓解通信设施的压力。

基本的事情得到处理后,我们开始讨论Groupon日本公司在这次灾难中可以做些什么。Groupon起源于一个名为the Point的服务,该服务背后的精神在于,使用集体的力量解决个人不能解决的问题。我们的团队认为,在目前的情况下,我们能做的最好是发起为日本地震灾民捐款的活动。因此我们立即开始工作。

我们决定取消Groupon日本网站上所有的交易,当时我们有超过80笔交易在进行,所以作出这个决定并不容易。但我们觉得不是赚钱的时候,而应该专注于帮助其他人。幸运的是,我们有一名曾在红十字会工作的员工,我们联系上了红十字会,决定发起捐款活动,筹得的善款将交给日本红十字会。我们也决定,Groupon日本将也将捐出与筹得的善款等额的捐款。Groupon日本也会承担通过信用卡捐款所引起的费用,我们希望确保用户所捐出的每一分钱都能得到使用。我们随即得到了Groupon总部的批准,捐款活动正式上线。

我们是日本采取此类活动的第一家网站,网络群体也注意到了。大多数网民对我们的行动表示支持,捐款也开始不断涌来。但也有一些用户误解和质疑我们的活动,他们以为我们从每笔捐赠当中赚取佣金,事实上我们是零报酬,我们将捐出筹得的善款等额的捐款。我们随后更新了网站,以澄清我们的立场。

现在日本已经进入夜晚,但芝加哥刚刚天亮。我给Groupon总部CEO安德鲁•梅森(Andrew Mason)打了电话,告诉他日本地震的最新情况。他对日本的巨大灾难感到惊讶,但他立即表示将支持我们的活动,并承诺美国公司也将进行赈灾捐款活动。与此同时,日本团队通宵达旦工作,确保我们为未来几天做好准备。Groupon美国网站捐款活动也在几个小时后开通了,这样的效率让人惊讶。Groupon美国公司同样是日本以外首家进行网上募捐的大型互联网公司。

周六,发生地震一天以后,来自Groupon全球各个公司的支持开始涌来,纷纷发起捐款赈灾活动。挪威是第一个,接着是德国、香港、荷兰等,接着还会陆续而来。日本团队对于他们的大力支持甚为感动,他们的行动速度也给日本团队留下了深刻印象。在过去,我们还从没看到过如此快的行动速度。我们进入了一个社会化运动的新时代。在日本经历最严重危机之时,我们看到整个世界变得更小,变得更为温暖。

最后,我要向Groupon日本的同事致以衷心的感谢,他们有需要照顾的家庭,但仍然整晚留在公司,帮助我们履行社会责任。我把诚挚的慰问送给那些地震受害者。

谢谢各位的大力支持。我们永远不会忘记过去48个小时所经历的事情。

(此文为田中章雄先生供网易科技专稿,转载请注明出处。)

相关链接:

Groupon Japan Earthquake Response

多家中日互联网公司发起日本地震募捐活动

Groupon全球为日本地震灾民捐款活动链接

编译/乐邦  友情协助/陈柯宇

Akio Tanaka (田中章雄)

- Managing Partner, Infinity Venture Partners

- Investor in Groupon Japan

I just spent the week at Groupon Japan and returned to Macau day before the earthquake.Online. (Disclaimer, we are investor in Groupon Japan)3/11 was my birthday and was planning to go to a birthday dinner that evening. In the afternoon I had a couple of online meetings that I was attending via Skype.

Then the earthquake hit Japan. My colleagues in Japan said it was the biggest they ever felt but at this point I did not realize the scale of the damage. Then media reports started coming in and we realized that this was quickly developing into an emergency we unheard of. I tired to call my parents but call did not get through, after several tries finally reached them and found out that they were OK.

Generally, phone lines were tough to get through but the Internet was on so we mostly relied on Gmail, Skype, and Twitter for communication which were more reliable.

The COO reached out me and discussed the severity of the situation in Japan and we decided to set up and emergency response team immediately. We were very concerned as we have offices across Japan including Sendai, near the worst hit zone Japan. Since I was the only member operating outside of Japan and I became the communication hub between Japan and overseas HQ (we diid not if the communication may be cut off). I also cancelled my birthday dinner plan as this was not time to celebrate but time to act socially responsible.

There were several things we worked on with the management team:

- exchanging the emergency contact numbers of the key staff members

- checking the safety status of all employees

- setting up a command center at our Tokyo HQ

- figuring out our web site strategy during the crisis.

The first and most important task was ensuring that we verity all of our employee's safety. We organized parallel units relying on sales managers to track down all of our employees across Japan (this was important as we have over 800 employees from Hokkaido in  the North down to Okinawa in the South. We were soon able to confirm the safety of all of our employees except one sales person in Chiba, but later we were able to get to him and everyone was fine. We were most concerned about our staff in Sendai that was near the heavy hit area. The office was damaged but luckily no one was hurt. There were also our team members who came to Japan from overseas … we checked their status and they were safe together in a hotel.

At this point, I also remembered that we had a US visitor who was on his way to the Narita Airport that evening and was not on our HR's check list. I was worried that he may be stranded at their airport which was already shut down at the time and all of hotels were fully booked near the airport due to massive cancellations. I asked the Japanese team to help find him a hotel … it was extremely difficult to find a hotel at that time but finally secured a room near Tokyo Disneyland. In the man time  I called him mobile several times but could not get through, but finally he responded to my email via his mobile phone. He was safe and already near the airport. In the end he decided to camp out at the airport rather than heading back to the hotel we found. In any case we were all relieved. After all he was one of the founding members of Groupon.

The next issue was making sure that we send all of our staff home. In most parts of Japan public transits were shutdown and roads were heavily congested. The HR ordered our staff to go home early as it is much safer to reach home if you leave during the day light. And we kept the office open as temporary shelter for those people who lived too far from the office to walk home. There was also a team of dozen people who were identified as key staff including our CEO, COO, and CTO who were able to make the critical decisions and able to execute during crisis. Other staff members responsible for PR, social marketing, web development were also there to support the minimal operation.

To make sure that we can survive, the office admin was sent to out secure food (as we expected convenience stores and super markets will be running out of food. We also sent out messages that if employees are having difficulty trying to go home without any transit, they can always come back to the office to spend the night as we had enough food and water and running electricity and communication line. In the end about 50 people were in the office spending the night.

The next came the critical business issues. There were several issues.

We realized that the most of the Internet was full of Earthquake related information and it would be highly inappropriate for our normal ads to be appearing in such context. We shut down all advertising. We also realized that during crisis, public communication infrastructure is under tremendous pressure and we made sure that we do not add unnecessary traffic so we decided shut down our daily email, which is sent out to a large volume of users. In fact many sensible web sites in Japan also followed and shut down unnecessary mass email as to ease the pressure of the potential fragile infrastructure.

Now the basics were covered the team discussed what we as Groupon Japan can do in terms of this crisis?  The origin of Groupon was a service called the Point … the spirit behind it was to use collective power to solve a problem that one person cannot solve. The team felt that the best role we can play under the circumstance was to run a fund raiser to help earthquake victims. So the team immediately began their work. We also decided to take off all Groupon deals (at the time there was over 80 deals running so it was a very tough decision but the team felt this was not time to make money but focus on helping others). Fortunately, we had one staffer had an experience working at Red Cross and we were able to contact Red Cross and decided to run the campaign as a donation for Japan Red Cross. We also made the decision that Groupon Japan will mach every donation by the user (so that the total amount given to the Red Cross was double the amount that users donate). Groupon Japan also cover the cost of credit card transaction … so we wanted to make sure that every yen sent by our users went to good cause. We reached out to the head of Groupon International and got an OK for such a fund raiser and it went online.

We were the first site in Japan to take such action and the net community noticed. The majority of netizens were supportive on our action and donations started pouring in. There were some users who misunderstood and questioned our campaign (they though we were making commissions on the charity deal. Of course, we made zero commission,but in fact, we matched the amount donated by users). We updated our web site to clarify our stance.

By now, it was getting late in Tokyo, but Chicago was waking up. I called up Andrew Mason (sorry for waking you up, Andrew) and gave him the status update on what was going on in Japan. He was very surprised by the sudden news but gave us immediate support and promised me that US will also help with the fund raising campaign for the earthquake victims. In the mean time, the Japan team worked into the early hours of morning to make sure that we were prepared for the coming days. The US campaign site also went live in just a couple of hours … we were very impressed by the speed of such action. I think Groupon US was also the first major Internet service outside of Japan to start such a campaign.

On Saturday, day after the earthquake, more supports started pouring in our brothers in Groupon International. Norway was the first. Then came Germany, Hong Kong, Netherlands … and more are coming as I write.

The Japan team was deeply moved by their overwhelming support and impressed by their speed of execution. We have not seen anything like this in the past at this type of speed. We are entering a new era of social campaign. During the worst crisis in Japan, we saw the world has become a little smaller, and a whole lot warmer.

Finally, I like to express my sincere gratitude to my colleagues at Groupon Japan who indeed have they have their own families to look after, yet bravely stayed behind at the company over night and helped us do what was socially responsible. And sincere condolences to the victims of this earthquake.

Thank you everyone for your overwhelming support. We will never forget what we witnessed in the past 48 hours.

(This article written by Akio Tanaka just for Netease,anyone reprint please indicate the source.)

kenny 本文来源:网易科技报道 责任编辑:王晓易_NE0011
分页导航:
  • 第01页:震后48小时:Groupon日本的反应
分享到:
跟贴0
参与0
发贴
为您推荐
  • 推荐
  • 娱乐
  • 体育
  • 财经
  • 时尚
  • 科技
  • 军事
  • 汽车

台军罕见首度以重话广播回击解放军:一切后果自负

新闻 空军 解放军
|
环球网
9小时前
4113 跟贴4113

胡锡进:解放军战机离飞临台湾岛上空只剩一步之遥

新闻 胡锡进 解放军
|
环球网
5小时前
2551 跟贴2551

中方对国际秩序构成威胁?外交部七连问回击:美方在指责别人之

新闻 外交部 联合国
|
央视新闻客户端
5小时前
0 跟贴0

伊朗伊斯兰革命卫队誓将为苏莱曼尼之死报复美国

新闻 苏莱曼尼 伊朗伊斯兰
|
环球网
2小时前
316 跟贴316

解放军空降兵演习:"敌方"旗帜配色标语揭重要信号

新闻 解放军 演习
|
政知见
2小时前
0 跟贴0

外媒:纽约州罗切斯特发生枪击案,至少13人中枪2人死亡

新闻 枪击案 纽约州
|
界面新闻
5小时前
1377 跟贴1377

驻加拿大大使丛培武:加方在孟晚舟事件中被美利用,应予以认真

新闻 孟晚舟 加方
|
观察者网
4小时前
0 跟贴0

北京新增报告一例境外输入无症状感染者

新闻 北京 肺炎
|
北京日报客户端
5小时前
3 跟贴3

李心草案一审开庭:被告人认罪认罚 法院将择期宣判

新闻 李心草 认罚
| 人民网-人民日报
6小时前
3064 跟贴3064

加拿大两政党领导人确诊感染新冠病毒

新闻 加拿大 新冠病毒
|
新华网
3小时前
0 跟贴0

北京新增1例无症状感染者 十一放假还能出门耍吗?

新闻 传染病 症状
| 新京报
5小时前
120 跟贴120

老人遭骗子洗脑要去汇款,幸被反诈人员引导进了派出所

新闻 双榆树派出所 反诈
|
北京日报客户端
3小时前
0 跟贴0

浙江宁海县发布学生坠楼事件续报:目击学生没有发现俞某某被4名

新闻 宁海县 教育局
|
界面新闻
7小时前
5080 跟贴5080

外交部发言人汪文斌就媒体报称日本领导人有意与蔡英文通电话答记

新闻 蔡英文 日本
|
中华人民共和国外交部
1小时前
26 跟贴26

想干什么?刚卸任的安倍除了"拜鬼" 还追悼李登辉

新闻 安倍晋三 李登辉
|
环球网
7小时前
317 跟贴317

女子欲轻生拒开房门,消防员从16楼阳台爬到17楼

新闻 消防员 开房门
|
北京日报客户端
6小时前
11 跟贴11

媳妇的年龄总被指指点点 30岁小伙报警后傻眼:不是大3岁,是20…

新闻 结婚证 骗婚
|
江苏新闻
11小时前
25194 跟贴25194

印媒:一印度记者被逮捕 因涉嫌向中国传递敏感信息

新闻 逮捕 印度
|
环球时报
3小时前
196 跟贴196

习近平主持召开基层代表座谈会并发表重要讲话

新闻 习近平 总书记
|
新华网
4小时前
18 跟贴18

胡锡进:若美威逼太甚我们要敢战 且要在中国近海打

新闻 中国 胡锡进
|
环球网
9小时前
13552 跟贴13552

加拿大外长:加拿大放弃与中国的自由贸易谈判

新闻 加拿大 外交
|
环球时报
20小时前
42790 跟贴42790

超小号避孕套淘宝评论区 藏着成年男人最悲情的秘密

新闻 避孕套 套套
| 花点时间
8小时前
49827 跟贴49827

调查丨层层转包欠账多,搬迁村民不愿住:43亿元扶贫项目被指“一

新闻 扶贫项目 搬迁
|
中国房地产报
19小时前
4166 跟贴4166

媒体:三个条件满足任何一项 《反分裂法》将启动

新闻 空军 战斗机
|
观察者网
7小时前
696 跟贴696

日本新防卫大臣就台日关系讲话:台湾是中国一部分

新闻 台湾 日本
|
环球网
13小时前
11328 跟贴11328

健身房女私教"潜规则"内幕:究竟是卖课还是卖身?

新闻 健身房 健身教练
| 悄悄围观
21小时前
41113 跟贴41113

台防务部门称又有19架解放军军机进入台西南空域,还宣称“用防空

新闻 解放军 防务
|
环球网
7小时前
0 跟贴0

生猪生产将纳入国家安全战略 龙大肉食推进养殖产业经济结构性优

新闻 生猪 养殖
|
大众新闻
1天前
0 跟贴0

解放军例行巡防台海 台当局为何匆忙“告洋状”?

新闻 夏立言 唐纳德·特朗普
|
央视
1小时前
0 跟贴0

俄罗斯在中美、中印关系之间"坐山观虎斗"?学者分析

新闻 俄罗斯 中印
|
观察者网
10小时前
141 跟贴141

总书记湖南之行讲了这些金句

新闻 总书记 湖南
|
新华社“新华视点”微博
5小时前
4 跟贴4

2020中国国际肉类工业展览会圆满落幕,龙大肉食收获满满

新闻 龙大肉食 产业链
|
大众新闻
1天前
0 跟贴0

绍兴"性服务"硅胶娃娃馆:一次性的下体 598元可过夜 未成年能进

新闻 硅胶 性服务
|
越牛新闻
1天前
53330 跟贴53330

李心草案择期宣判 死者母亲希望追究两名同行者责任

新闻 李心草 溺亡
|
红星新闻
3小时前
0 跟贴0

安倍自曝今天参拜靖国神社 距离其卸任首相仅隔3天

新闻 安倍晋三 靖国神社
|
环球网
12小时前
2723 跟贴2723

听说吃生蟹大补 40多岁阿姨一口气吃30多只结果惨了

新闻 寄生虫 结核
|
杭州新闻
11小时前
8095 跟贴8095

台媒:日前首相抵台传话了 菅义伟期待与蔡英文通话

新闻 蔡英文 菅义伟
|
环球网
4小时前
50 跟贴50

美对台军售增加是否是好事?马英九:台湾不是棋子

新闻 马英九 台湾
|
环球网
2小时前
0 跟贴0

特朗普:相比俄罗斯 中国对美国而言是更大的问题

新闻 唐纳德·特朗普 俄罗斯
|
环球网
13小时前
3068 跟贴3068

没完了?美国又有议员提案怂恿特朗普为台湾开战

新闻 参议院 美国总统
|
环球网
7小时前
1 跟贴1
+ 加载更多新闻
×

【TED】犯错的价值

热点新闻

态度原创

网易号

查看全部
阅读下一篇

返回网易首页 返回科技首页