Crisis Management and Communication PDF

The continuity of actions during the post crisis phase includes: Cooperation with investigations, Follow up communications, evaluation, risk assessment, all of the above T/F: You need to focus on shareholders during a crisis, not victims. False T/F: Memorials and shrines can help t...

The continuity of actions during the post crisis phase includes: Cooperation with investigations, Follow up communications, evaluation, risk assessment, all of the above T/F: You need to focus on shareholders during a crisis, not victims. False T/F: Memorials and shrines can help to create a sense of community that can help provide closure to those who are grieving. True Factors affecting decision-making in a crisis include: Media coverage T/F: Adjusting information can be an essential element of internal crisis communication. True According to Coombs there are three clusters of crisis types. What are they? Victim, accidental, preventable Crisis managment performace evaluation includes Data collection This is one determinant of reputational risk to a company: Whether its reputation exceeds its true character Effectively managing reputational risk begins with: Recognizing that reputation is a matter of perception. T/F: To bridge reputation-reality gaps, a company must either improve its ability to meet expectations or reduce expectations by promising less: True What does crisis-resistant company culture mean? Requires active and ongoing dedication to core values. In describing how a company can become crisis resistant, what is one specific strategy executvies can embrace? Establish core values and live them everyday. Stealing thunder crisis response strategy in which an organization exposes its own problems (and works to address those problems) before opponents have the opportunity to do so T/F: A crisis communication plan is not a step by step directions for handling a crisis True T/F: Strengths and Opportunities are internal factors in a SWOT analysis False Why is it important to train a spokesperson? To make sure they're comfortable speaking to specific audiences during a crisis. A paracrisis is best described as: Situations where crisis managers must manage a crisis risk in front of stakeholders. What is not a type of crisis, as identified by timothy coombs? Situational 5 stages of crisis management 1. Detection 2. Prevention/Preparation 3. Containment 4. Recovery 5. Learning What would a ______ person expect a _______ organization to do in this situation? Crisis experts agree that ______ organization-stakeholder relationships are a benefit during crisis management. This type of theory can be applied to organizations that defend, deflect, redirect, and/or shift blame in a crisis Apologia theory Stakeholder activism: A way to influence the leaders of an organization (boycott, online reviews) When conducting an enviroment scan, some possible channels include: Traditional media outlets Threat assessment analysis deals with three factors: Likelihood, impact, and velocity All organizations should prepare to handle crises by taking three steps Reviewing the crisis communication plan, diagnosing crisis threats, selecting and training a spokesperon. Situational Crisis Communication Theory theory that proposes 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 Boyd's OODA Loop Observe, Orient, Decide, Act 5 Stages of a PR disaster 1. Denial 2. Anger 3. Bargaining 4. Depression 5. Acceptance The four T's Tone, timeliness, thoroughness, transparency Arthur Page Principles 1. Tell the truth 2. Prove it with action 3. Listen to the customer 4. Manage for tomorrow 5. Conduct public relations as if the whole company depends on it 6. Realize a company's true character is expressed by its people 7. Remain calm, patient and good-humored Crisis dimensions 1. perceived salience 2. immediacy 3. uncertainty Single loop learning a process of correcting errors using past routines and present policies (easy way) double-loop learning a process that focuses on changing underlying beliefs as well as behavior (harder way) The four R's Right decision, right time, right information, retain public trust. 4 Steps to establish a crisis resistance company culture 1. establish core values 2. advance values internally and externally 3. devote a team member to this work 4. Live your leadership