Situational Crisis Communication Theory Flashcards

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Questions and Answers

Who created the Situational Crisis Communication Theory?

Combs, 2007

What does Situational Crisis Communication Theory (SCCT) propose?

Effective crisis communication entails choosing and applying appropriate response strategies depending on how much responsibility for the crisis is attributed to the organization by key publics.

What are the three functions of crisis response?

Nature of the crises, prior reputation of the organization, crisis history.

What theory does the nature of the crisis draw on?

Attribution theory Signup and view all the answers

What are the three types of cluster crises according to SCCT?

Victim cluster crises, accidental cluster crises, preventable cluster crises. Signup and view all the answers

What characterizes victim cluster crises?

No blame attributed to the organization for the crisis, no reputational threat. Signup and view all the answers

What distinguishes accidental cluster crises?

Crises caused accidentally with low to moderate attribution of blame to the organization. Signup and view all the answers

What defines preventable cluster crises?

Crises that the organization could have reasonably prevented, with a high reputational threat. Signup and view all the answers

How does prior reputation affect crisis response?

A positive reputation improves the reception of crisis response, while a negative reputation can cause backlash. Signup and view all the answers

What does crisis history refer to?

Whether the organization is prone to crises. Signup and view all the answers

What are the four crisis response strategies?

Denial, diminishment, rebuilding, bolstering. Signup and view all the answers

What does the denial strategy entail?

Attack the accuser, refute claims, scapegoating. Signup and view all the answers

What actions are involved in the diminishment strategy?

Excusing, justification. Signup and view all the answers

What is involved in the rebuilding strategy?

Compensation, apology. Signup and view all the answers

What does bolstering involve?

Reminding, ingratiation, victimage. Signup and view all the answers

Study Notes

Situational Crisis Communication Theory (SCCT)

SCCT was developed by W. Timothy Coombs in 2007 to guide organizations in effective crisis communication.
The theory emphasizes the selection of response strategies based on how much responsibility for the crisis is perceived by key stakeholders.

Crisis Response Influencing Factors

The nature of the crisis significantly affects the appropriate response strategy.
The prior reputation of the organization influences how stakeholders perceive and react to the crisis communication.
The organization's crisis history can dictate the expected responses and the level of scrutiny faced during a crisis.

Types of Crises

Victim Cluster Crises: No blame is placed on the organization, resulting in no reputational threat (e.g., Lenox Hotel after a bombing).
Accidental Cluster Crises: Occurs due to accidental causes, with low to moderate attribution of blame and moderate reputational threat (e.g., Samsung explosions).
Preventable Cluster Crises: The organization could have reasonably avoided the crisis, leading to high reputational threats, often stemming from human error (e.g., Wells Fargo scandal).

Importance of Organizational Reputation

Organizations with positive reputations can expect more favorable responses to their crisis communications because they benefit from accumulated goodwill.
A negative reputation can exacerbate the backlash during a crisis response, resulting in further damage to the organization.

Crisis History

An organization's tendency to experience crises can affect its credibility and the effectiveness of its response strategies.

Crisis Response Strategies

Denial: Involves attacking the accuser, refuting claims, or scapegoating (e.g., Deflate Gate).
Diminishment: Involves justifying actions or offering excuses for the crisis (e.g., United Airlines incident).
Rebuilding: Focuses on making amends through compensation or formal apologies (e.g., KFC's response to chicken shortages).
Bolstering: Strategies that remind stakeholders of positive attributes or past support, and may include ingratiation or expressing victimization (e.g., Blue Bell Ice Cream debacle).

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Description

This set of flashcards covers the key concepts of Situational Crisis Communication Theory (SCCT). Learn about the foundational elements, creators, and the necessary crisis response strategies tailored for organizations based on public attribution of responsibility. Perfect for students or professionals looking to enhance their crisis communication knowledge.