ORGANIZATIONAL COMMUNICATION AND ACTION COMMUNICATION STYLE (NESTLE) DURING THE CRISISThe world is against the idea that Nestlé uses coconut oil palm in its product, which causes the death of orangutans. Greenpeace changed its homepage to a Kit Kat logo, which happens to be a mockup approach. The reason is to inform their online visitors to stop Nestlé from destroying rainforests to obtain palm oil and also to write to the CEO through their website. Due to this act, some Facebook users are changing their profile pictures cooperating with the mockup which displays Nestlé Killer instead of Kit Kat. Now, Nestlé clearly does not have an experienced spokesperson as leader or even crisis management to resolve the matter. He is clearly absent from the Nestlé Facebook page. Furthermore, Nestlé has not taken a proper decision to handle this situation in a professional and practical manner. Instead, they chose to be ignorant and took this matter emotionally. They asked YouTube to remove the videos mocked about them and the administrator of this Facebook account used a very hostile approach as well as the use of sarcasm towards their curious but potential consumers. Furthermore, whoever manages the Swiss headquarters also responded very rudely to one of the Facebook commenters. This caused more and more commenters on Facebook to rage. Even the British press office also assured that the Swiss headquarters manages the social media account. A commenter named Helen Constable mentioned that no one with such an atrocious attitude should be Nestlé's spokesperson and another commenter said they should hire a new PR manager. It is like any other case of a company trying its best to protect and secure its image in the eyes of society...... middle of paper ...... they have a hierarchy which must be followed by everyone. who to report to whom about certain things. The organization chart is included in Appendix 4. In addition, their activities are managed geographically such as the Europe, Americas and Asia/Oceania/Africa zones. During the social media crisis, Nestlé continues to use its social sites, such as Twitter and Facebook to constantly inform its audience with the latest statements and updates on palm oil issues. Nestlé intentionally opened a Q&A site so people could search for answers. Hot on the heels of the social media crisis, Nestlé's new global head of digital and social media is working on ways to apply social media principles to internal knowledge sharing, as he believes listening systems will actually help the organization to obtain information much more quickly and at a lower cost (Handley, 2012).