Volkswagen Group has pledged to tighten internal marketing controls but refused on removing executives and severing ties with agencies after causing an uproar with a video showing a black man being controlled by a giant white hand.
The world’s largest automaker will increase its controls of marketing content and improve the training of its personnel to prevent a repeat of the uproar caused by the Instagram clip last month, officials said Thursday.
“Despite our diverse and international teams, a racist video was produced,” VW brand sales and marketing chief Juergen Stackmann said during a briefing with journalists to present the results of the company’s investigation into the affair.
“It seems very clear that, apart from mistakes in the process chain, there were also shortcomings in creating sensitivity among employees.”
The clip produced by Omnicom Group’s Berlin-based subsidiary, Voltage, sparked widespread criticism and tensions within the company.
The German automaker’s powerful labour representatives called it a “low point” and demanded an overhaul of social media marketing.
The short video is rife with racist overtones. It shows a man with dark skin moved around like a marionette by a large white hand, which flips him into the entrance of the Petit Colon cafe in Buenos Aires, evoking images of colonialism.
Letters that spell a pejorative German word for people of colour briefly appear on the screen before filling out to display the slogan for the new Golf. Some critics have noted that the hand appears to show a white-power signal.
The campaign to promote the new version of VW’s top-selling, the Golf, is the largest in the company’s history and includes more than 200 elements designed for social media.
The clip was part of a series of five videos that centre around a mixed-race couple playing tricks on one another. VW said it failed to notice the racial connotations of the clip.
“No one from the team realized that flicking away a person is inappropriate on its own — and racist in the context shown,” VW Chief Marketing Officer Jochen Sengpiehl said.
“We must apologize for that, with no ifs and buts. And ensure that something like it can never happen again.”
Sengpiehl said the letters before the slogan were chosen at random by a graphics program, and the English version was considered unproblematic.
VW pulled the clip last month and apologized for it after the company’s initial response stoked further anger as it appeared to downplay the message of the video as a misunderstanding. Other marketing elements have been pulled as the company reviews its campaigns.
Volkswagen has been struggling to restore its image after the 2015 diesel-cheating scandal, despite a range of initiatives to promote integrity and diversity.
Setbacks include VW’s financing of controversial tests that involved exposing monkeys to exhaust fumes.
Volkswagen is highly exposed to racial criticism given its roots as a project by the Nazis to create a people’s car, which ultimately became the VW Beetle.
Last year, CEO Herbert Diess apologized for evoking a Nazi slogan during an internal management meeting.
At the time, Diess said “EBIT macht frei” before apologizing for the comments and explaining he in no way wanted to draw a comparison to the Nazi-era slogan “Arbeit macht frei,” which appeared on the gates of the Auschwitz and Dachau concentration camps during the Holocaust.
EBIT refers to a company’s earnings before interest and taxes and Diess had sought to emphasize that Volkswagen’s operational freedom would increase with higher profitability.
Hiltrud Werner, VW’s management board member for integrity and legal affairs, said on the same call on Thursday that an investigation into the video found no evidence of racial motives. While she didn’t rule out personnel consequences, she said there would be “no sacrificial lamb.”
“Integrity also means that we as managers and as a company stand by our employees even when mistakes were made,” she said.
