Crisis and Communication Quiz
Crisis managers have 7 basic responses to a paracrisis:
(1) refusal, ignore the challenge and don't respond (2) refutation, argue that the organization's actions or policies are responsible and appropriate (3) repression, try to silence the challengers by preventing them from creating and spreading messages (4) recognition/reception, acknowledge there is a problem but take no actions to address the problem (5) revision, make some changes to the policies or behaviors that can include the changes being demanded by stakeholders (6) reference to organizational values, restate the organizations values and/or a commitment to those values (7) dissociation, deny a connection to the negative action or actors
How did Southwest Recover From Crisis?
-Kelly made a heartfelt, but concise statement to the family and passengers -They pulled advertising from social media -Passengers who stayed in Philadelphia were reminded with notes slipped under their doors that support was available 24/7 -All passengers received personal phone calls and emails offering support and counselling resources -Passengers were also sent $5,000 with no strings attached to help "ease the burden" of the situation -They were also sent a $1,000 -Southwest travel voucher ¡Southwest's social media team kept extra tabs online for real-time information to find out exactly what people were saying, posting, and expressing
Training A Crisis Management Team
1. Applications for Training 2. Improvisation's Relationship to Crisis Management Team Training 3. Resilience: Training Beyond the Crisis Team 4. Resilience Training for Employees 5. Resilience Training for the Community
Five Stages of a Crisis
1. Detection 2. Prevention 3. Preparation 4. Containment 5. Learning
4 Factors That Impact Risk Mitigation
1. Known and unknown risks 2. Artificial intelligence (AI) application to risk management 3. Risk mitigation with paracrises 4. Boyd's OODA Loop as a guide for risk mitigation
Crisis Preparing
1.Diagnosing crisis threats 2.Assessing crisis types 3.Selecting and training a crisis management team (CMT) 4.Selecting and training a spokesperson 5.Developing a crisis communication plan (CCP) 6.Reviewing the crisis communication system
Stakeholders
All the people who stand to gain or lose by the policies and activities of a business and whose concerns the business needs to address.
Case Study: Paula Deen What Should She Have Done
Appear remorseful• Demonstrate she wasn't a racist and she understood why people are offended by the 'N' word• Reassure corporations that they shouldn't bail on her• Show that she is was still the loveable grandmother• Put the story to bed A new exclusive interview in which she addresses everything, is proactive with any potential time bombs, apologizes, announce royalties will be going to a minority based charity, and addresses racism.• Go silent• Have employees and professional colleagues push back and take up her cause• Have the African-American community come forward as she mentioned on the Today Show to describe what she has done for the minority community• Reassure the remaining corporations• Settle the lawsuit• After a 3 to 6 month sabbatical, re-emerge with a series of interviews and concentrate on what you do best
Boyd's OODA Loop Orient
Collect the information and analyze For crisis risks, we can build threat assessment analysis around three factors: likelihood, impact, and velocity. Crisis Threat = likelihood × organizational impact × stakeholder impact × velocity
Boyd's OODA Loop Observe
Environmental scanning - Traditional media outlets - Individuals are a source of environmental information. Crisis managers should focus on three broad categories: public opinion experts, activists, and the organization's own stakeholders - Social media - Internal
Crisis Communication Theories
Excellence theory, apologia, image restoration, diffusion, attribution, and situational crisis
Prodrome
However, if you are referring to the concept of a "prodromal phase" or "early warning signs" in crisis and communication planning, it could be related to identifying early indicators or signals that suggest the potential emergence of a crisis or a significant issue that requires attention and proactive communication. This phase can be crucial for organizations to respond effectively to emerging challenges. Here's how it might apply in the context of crisis and communication: Early Warning Signs: Organizations often monitor various internal and external sources of information to detect early warning signs of potential crises. These signs could include unusual trends in customer complaints, negative social media sentiment, employee grievances, or regulatory changes. Recognizing these signs can allow an organization to address issues before they escalate into full-blown crises.
Case Study: Tylenol
In September 1982, several people in the Chicago area died suddenly after ingesting Extra-Strength Tylenol capsules. Investigators discovered that the capsules had been laced with cyanide. This discovery led to a nationwide panic and the immediate recall of 31 million bottles of Tylenol, with an estimated retail value of over $100 million. product Recall: Johnson & Johnson, under the leadership of its CEO, James Burke, quickly responded by issuing a nationwide recall of all Tylenol products, not just those affected by tampering. This decision was made to ensure public safety. he crisis management approach taken by Johnson & Johnson is often praised as a textbook example of how to handle a crisis. By taking immediate responsibility, recalling the product, cooperating with authorities, and implementing safety measures, the company demonstrated a commitment to public safety and corporate responsibility. While the Tylenol brand initially suffered significant financial losses due to the recall, it eventually rebounded and regained consumer trust, thanks in large part to the company's swift and effective response. The case also led to changes in packaging and safety regulations across industries, emphasizing the importance of tamper-evident packaging.
During Post Crisis You...
Make the organization better prepared for the crisis, make sure stakeholders are left with a positive impression of the organization's crisis management efforts, and check to make sure that the crisis is truly over
The Spokesperson's Role
Media-Specific Tasks of the Spokesperson -Appearing Pleasant on Camera -Answering Questions Effectively -Presenting Crisis Information Clearly -Handling Difficult Questions
Case Study: Southwest
On April 17, 2018, Flight 1380 took off from LaGuardia airport in New York, but ended up having to make an emergency landing in Philadelphia after an engine exploded and ripped open the fuselage, killing one person. Other passengers were able to record footage of their experience, bringing the raw fear of being in trouble in the air to those on the ground.
Three Stages of Crisis
Precrisis, Crisis Event, and Postcrisis
Steps of Crisis Management
Prevention, preparation, response, recovery, and revision
Crisis Management
Set of factors designed to combat crises, to lessen the damage, prevent the negative outcomes and protect the organization
Define Crisis
Some breakdown in a system that creates shared stress The perceived violation of salient stakeholder expectations can create negative outcomes for stakeholders or the organization a major occurrence with a potentially negative outcome affecting the organization, company, or industry, as well as its publics, products, services, or good name -a Kathleen fearn-banks
Crisis Management Team
The crisis management team (CMT) is a cross-functional group of people in the organization who have been designated to handle any crises and is a core element of crisis preparation. 1.Creating the CCP 2.Enacting it 3.Dealing with any problems not covered in it. The team crafts the CCP after thoroughly researching its organization's vulnerabilities. As just discussed, the CCP planning includes anticipating the most likely crises to befall an organization
Crisis Mitigation
The first three steps in crisis mitigation 1.Locating the source of crisis risk information 2.Funneling the information to a central location 3.Making sure the information is analyzed—converted into knowledge.
Situational Crisis Communication Theory
This theory offers crisis response strategies depending on the threat/crisis type and an assessment of the organization's crisis history, to protect an organization's reputation.
Paracrisis
a specific type of crisis warning sign Motrin's offensive ad to mothers is an example of a paracrisis. situations where crisis managers must manage a crisis risk in full view of its stakeholders reflect the repetitional/social evaluation focus of many crisis. All crises will inflict some repetitional damage on an organization
During Crisis Event You Have...
crisis recognition and crisis containment
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
Types of Crisis
disaster, public health crisis, and organizational crisis
Diffusion Theory
explains how innovations are introduced and adopted by various communities
How often should a company have their employees review crisis plan/protocols?
four times a year, every quarter
Boyd's OODA Loop
helps to explain both the detection of crisis risks and response to crisis risks Act, Observe, Decide, and Orient
Crisis Prevention
involves activities that managers undertake to try to prevent crises from occurring and to detect warning signs of potential crises
Threat Assessment Analysis
involves evaluating potential threats or risks that could impact an organization and developing strategies to mitigate, respond to, and recover from those threats. Here are the key steps and considerations in conducting a threat assessment analysis in the context of crisis communication
Spokesperson
is the voice of the organization during the crisis. A poorly trained or unskilled spokesperson merely exacerbates the crisis situation. Selection and training require the identification of tasks and the knowledge, skills, and traits associated with those tasks. The discussion of the spokesperson begins with an analysis of the spokesperson's role and responsibilities during a crisis, which provide a foundation for locating the requisite knowledge, skills, and traits.
Stakeholder Activism
refers to the actions taken by individuals or groups who own shares or have a vested interest in a company (stakeholders) to influence the company's behavior, policies, practices, or decision-making processes. The primary goal of stakeholder activism is to promote changes within the company that align with the interests, values, and objectives of the activists.
During Precrisis You Have...
signal detection, prevention, and crisis preparation
prodromes
warning signs that a crisis may occur
Decision Theory
•Council leadership to make the most effective decision •Maximize (weighing pros and cons of each alternative) •Satisfice (do the minimum)
Diffusion Theory
•Five step process •Awareness •Interest •Evaluation •Trial •Adoption •Depends on three variables: past experience, decision makers, innovation/change
Apologia Theory
•Not always an apology •Defend, deflect, redirect, shift blame The organization may insist that the charges are false and totally deny them. Or the organization may communicate to its public(s) that it did not "intend" to commit the misdeed. This is called redefinit
Image Restoration Theory
•What might damage reputation and how to react, respond •Example: Walmart, McDonald's
Risk Mitigation
•is a proactive process that seeks to avoid or lessen the shock to organizations and individuals, thereby enhancing resilience. •Risk mitigation represents a mindset for how people and organizations approach risk.
