Open and transparent So we invited Jules to meet some key co-workers at Inter IKEA Systems headquarters in Delft. Among others Jules got the opportunity to discuss the matter with Torbjörn Lööf, CEO of Inter IKEA Systems. Jules accepted the invitation and following her visit to Delft and later on to Älmhult, she wrote an extensive 3 chapter long diary and published it on her blog. This is what she felt about meeting some senior key IKEA people. “The meeting with Torbjörn Lööf, the CEO of Inter IKEA Systems B.V. together with Anders, Henrik and Lena, was open, warm and honest. What impressed me most was their willingness to admit their mistake, make a u-turn and find a solution that was good for both parties. “

Sharing our knowledge As a result of being an open and transparent company with a vision to create a better everyday life for the many people we decided to see Jules as a channel for reaching and a having a dialogue with people we would not have spoken to if it wasn´t for her. To reach these people with our safety messages we needed to secure that Jules shared our passion and competence related to safety, In Älmhult Jules got a full tour – not only of the product design process and prototype shop, but she also met with the risk management team at Range&Supply and had a extensive visit to the IKEA Test Lab. And the quote shows her reaction. “I must admit I've always had question marks about IKEA product recalls. Don't you? What's with all this stuff that fail or have safety issues? That day I had a mindshift about recalls. It stems for their low tolerance for product failures. Despite their best efforts to test and retest, a company can never fully know the ways in which their products will be applied and used (er ... IKEA hacking for example). “ "Today I had the honor of meeting the amazing product design team at IKEA of Sweden. And the many wonderful people who turn their ideas into reality. What an eye opening day it was!"

Safety information on ikeahackers.net Before you start hacking, a caution. Hacking can eat up all your leisure hours. It can also rubbish your IKEA furniture. It can destroy the structural integrity of the product and compromise its safety standards. Hacking has its risk. So always check, double check and err on the safe side. Ikeahackers.net Now there is a safety message on the site and the relationship between Jules and IKEA continues to be strong and positive.

MITIGATE (to manage platforms) With the big picture in mind On the right platform With the right timing; maybe not just once To the right audience Using the right tools OK to ask for help/guidance MITIGATE (to manage platforms)

ACT (to control the message) Message OUT on Facebook, Twitter FAQ General Description; link to additional info Re-Read Instructions – Change Warnings/Labels? Escalate for safety-related issues Consider audience and pending impressions ACT (to control the message)