20 Questions
What is the purpose of sending a Senior Manager to Major Hot Spots in a crisis?
To provide increased corporate presence and accountability
Why is it important to inform all members of the Board of Directors personally during a crisis?
They can provide valuable perspective on the crisis
What should the Crisis Team consider when distributing information to its constituencies during a crisis?
Who needs to be informed, when, and to what extent
Which of the following is NOT a reason for sending a Senior Manager to Major Hot Spots in a crisis?
To inform all members of the Board of Directors personally
Why is it important to notify other constituencies during a crisis?
To provide information to as many relevant parties as necessary
What role can the Board of Directors play during a crisis?
Provide valuable perspective on the crisis
What is the duty of the Board of Directors during a crisis?
Remain informed and provide valuable perspective on the crisis
What should the Crisis Team do if the Board has already been assembled during a crisis?
Keep the Board informed with routine updates either at regular Board meetings or through confidential memoranda
What should be considered when thinking about which constituencies need to know about a crisis?
The specific parties that need to be informed, when, and to what extent
What does sending a Senior Manager to Major Hot Spots provide during a crisis?
Increased corporate presence and sense of accountability where needed most
What is the primary focus of Schwan’s response to the crisis?
Restoring customer confidence and preserving the company’s image
What is the recommended post-crisis advice for a company based on the text?
Restore customer confidence and focus on credibility, honesty, and integrity
What should be the ongoing focus of the Crisis Team after the immediate crisis has passed?
Continue investigations to avoid similar crises and focus on credibility and trust
What is the duty of the Board of Directors during a crisis according to the text?
Focus on credibility and trust, inform all members personally, and play a role in restoring confidence
What role should Sales and marketing managers play in a crisis, as per the text?
Formulate prompt plans to restore customer confidence
What was the first action taken by Schwan's when the salmonella outbreak was suspected?
They shut down the plant and invited health authorities to investigate
How did Schwan's reach the affected consumers during the recall effort?
Through door-to-door salespeople
What did the recall task force established by Schwan's emphasize in their efforts?
Satisfying the customer
How many customers settled directly with Schwan's in the class action settlement mentioned?
14,648 customers
What action did Schwan's take after confirming that their ice cream was the source of the salmonella outbreak?
Started preparations for a massive recall
Learn about effective crisis management strategies for senior managers, including sending representatives to hot spots and keeping the board of directors informed. Understand the importance of corporate presence, accountability, and effective communication during crises.
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