comm 4354 crisis communication

first rule of crisis preparation
you have to have a plan
4 C’s?
concern, competent, caring, credible
what are the 5 stages of a crisis?
detection, prevention/preparation, containment, recovery, learning
key elements of a crisis plan
team members, how team is notified, where team gathers, audiences, messages, communication tools, supplies/material/information needed, news release templates, evaluation tools, holding statements.
define “crisis communication”
communicating to maintain MBRs with key publics during a crisis
the importance of “good organization communicating well”?
if you’re doing right and communicating that well, your audiences tend to to be more forgiving in time of crisis
why is it important to prepare & properly manage crises?
people judge an organization by how it responds to crisis
define “smoldering crisis”
a crisis that management should be aware of and take steps to mitigate before it emerges as a true crisis
3 legs of a stool?
people, policies, plan
4th leg of the stool?
platform (technology)
what is banking community goodwill?
doing as much “good” in the community as possible to establish MBRs that can withstand a crisis
whats a prodrome?
A warning sign
steps to developing a crisis plan?
conduct a crisis audit, ID key audiences and how to communicate with them, ID and train spokesperson, develop a communication plan, get management buy-in, make sure all operations are represent on them, train the team, drill plan.
whats most critical in first minutes/hours?
communicating externally and internally
whats a CCP?
crisis communication plan
define “crisis”
an interruption of business that affects key relationships with one or more publics with a potentially negative outcome
what causes most crises?
management
Which model of PR is the best?
two way symmetrical
“traditional” crisis categories
acts of nature, intentional, unintentional (violent/nonviolent)
define “crisis management”
a process of strategic planning for a crisis that removes some of the risk and uncertainty and allows the organization to be in greater control
3 R’s?
remorse, responsibility, remediation
in a crisis, what is “truth”
whatever the public opinion says it is
how was new technology helped crisis comm?
provide new, better, faster ways of communicating with key publics and responding to crises
how has new technology hurt crisis management?
used to cause and continue crises
explain “profit-oriented” vs “people-oriented”
profit-oriented emphazises money, while people-oriented emphasize value people and people’s needs and are more likely to “do the right thing” even if its not required during crises
what does the media want to know in a crisis?
what happened? deaths or injuries? extent of damage? danger of future injuries or damage? why did it happen? who or what is responsible? what is being done? when will it be over? has it happened before? were there any warning signs of the problem?
whats an apologia response to crisis?
an effort to defend reputation and protect image
focus of decision theory?
counseling management and other leaders to make the most effective decision
in SCCT, what determines the reputational threat?
crisis type and crisis history
what are the 3 stages of apologia?
redefinition, diassociation, conciliation
what does Grunig says determines crisis response excellence?
how “excellent” your PR program is before the crisis occurs
during containment, what are your goals
limit the duration of the crisis and keep it from spreading
3 types of response to a media request?
we know and here’s all the information. We don’t know everything yet, but here’s what we know and we’ll find out more and let you know. We have no information , but we’ll find out and tell you.
“Gotcha” journalism’s impact
gist is that it increases crisis risk and can intensify coverage during a crisis
3 crisis clusters in SCCT?
victim, accidental, preventable
focus of diffusion theory
managing change/adoption
define “media frenzy”
media rush to get and present information in a highly competitive environment
what are your goals in recovery?
return to business, restore public’s confidence
focus of image restoration theory
maintain and restoring a positive image
4 models of PR practice
press agentry/publicity, public information, 2-way asymmetric, 2 way symmetric
3 outcomes of crisis
org put out of business, ruined, key executives possibly charged with crimes
organization survives with damage
organization emerges without damage, possibly even better.
baseline threat level for each SCCT cluster>
victim= mild, accidental= moderate, preventable= severe
define “walkabout audit”
you walk around the organization’s offices, interacting with e,ployees at all levels, observing areas of potential risk, identifying things that need to be corrected to prevent crisis
what does a CCP address?
communications with an organizations’ publics
define “CRT”
crisis response team
define “holding statements”
statements that express what might be known, but also allow an organization to comment while still investigating and gathering information
define ‘CMP”
crisis management plan
SCCT crisis response strategies
deny, diminish, rebuild, reinforce
crisis possibility scales extremes
almost impossible (0)- highly probable(5)
what does we mean by “cybercrises”
crises that involve computers, information technology, social media
what should you do first when e-mail rumor hits?
analyze it
why do orgs say they don’t have a plan?
too expensive
what does a CMP?
operational and management issues
define “ERT”
emergency response team
5 strategy choices in rumor crises?
disseminate accurate information that contradicts it, do nothing, deny, use a third party to discredit the rumor, take out ads to deliver your message
whats the best cure for a crisis?
prevention
what do you do when a rogues strike?
you go first to see if “cease and desist,correct” are possible
crisis damage scale extremes
no damage(0)-devastation(5)
define “CCT”
crisis communication team
what are NIMS and JIC?
NIMS- national incident management system
JIC- joint information center
what do stakeholders want to know?
how it affects them
what model of communication is preferred?
tow-way symmetrical
how many messages can be absorbed at a time?
no more than 3
when should you communicate with lawyers?
during planning, before a crisis occurs
ideally, which public should you talk to first?
internal public/employees
Jack Welch’s 5 stages of crisis management
denial, containment, shame-mongering, blood on the floor, goes away
how many supporting points in a message
no more than 3
what’s meant by “the court of public opinion”?
what people think/believe may be more damaging than what happens in a court of law
what is message mapping?
the process of developing a key message and supporting points
in message mapping, what’s our word count goal?
about 27 (3×9=27. Americans speak 3 words a second, so a 17 word length message takes 9 seconds to deliver, a good message length.)
explain the importance of “do the right thing”
if we behave as we are expected to and respond to crisis by “doing the right thing”, our publics tend to be more supportive and fogiving