Crisis Comm Final Exam

Common stakeholder mistakes

-inadequate accessibility: tend to focus on internal decisions- makes org seem unreachable -lack of plain language- tech jargon lack of empathy in response problems w timeline: too little info or too late paternalistic attitudes: come across as arrogant- we know whats best for you lack of opportunity for input on decisions: those affected want a voice

Applebee's best practices to avoid situation from occuring

- respond respectively and personally to customer complaints or stakeholders will not trust you -ask permission and approval before posting comments in order to respect privacy -make sure all decisions and statements alight with company policies in order to avoid the situation of hypocracy -Have a social media team instead of one individual manage the social media accounts- limits room for error- everything must be agreed upon before posting - - Social media training: for company and employees so what they have the authority to do is clearly defined, consistency, standards- don't have to explain why fire them - clear guidelines for employees for privacy of customers- don;t share customer information with other employees- professionalism - don't delete customer complaints- deceptive, trying to hide/ sensor content from public- anything made public should remain public

Mobile devices during crisis

-info sharing -real time event coverage -dissemination of crisis info to families -valuable resource for community- to decrease fear, provide info -community self efficacy: empower people to establish connections w others

Stakeholders

Anyone connected/involved in a crisis- includes victims and partners: emt, fire, politicians, professors, alum, town classify stakeholders: advocates: people you need to who have direct impact on success. ex: president during natural disaster Adversaries: obstructing dealing w conflict- they have a better plan they feel, new solutions- many insist even if no expertise ambivalents: don't care, not affected, only curious about situation

Strongest Ethical Framework: responsible communication framework

Individuals and groups have moral obligations and duties to others and to ethicalcodes, standards and traditions(consequence-based).cept responsibility for consequences of one's actions by helping victims, provide support and resources, alleviate and contain harm. -groups who make a decision that seems to trigger a crisis event should be held liable for the crisis situation occurring -a crisis management perspective because of how crucial taking responsibility and attribution of blame is in addressing and recovering from a crisis situation. I reflect that if an organization is responsible for a crisis situation occurring, they should assume the blame when making a statement to the public in a crisis situation -emphasis on providing the community with the information and resources they need about why the crisis took place and what is taking place currently in order to restore peace. In class on Monday, we discussed the ethical issue of withholding information. Sometimes in a crisis situation, crisis managers withhold information from the public about a crisis situation in order to avoid panic from taking place. Although, this act of withholding information and valuable resources to the public may deny people rights that impact their own safety and health.

Applying Ethical Frameworks to Starbucks

Justice framework. In this crisis situation, the two victims were treated differently due to racial profiling issues at Starbucks. Based on findings on this crisis situation, it is under high speculation if the the same outcomes would have taken place if it had not been two black individuals who were not purchasing products at the café. In order to address this racial profiling issue, Starbucks need to be aware of the impacts of marking, which is defined as identifying a group based on attributes such as race, coloring, religion, or buying behaviors. Responsible Communication: Riley recognizes that since Starbucks is the reason this crisis occurred, the store must assume responsibility and blame for the situation. He also provides information to the public about what future actions will be put in place in order to avoid this crisis situation from occurring again. Riley states that Starbucks' guidelines will have to be reviewed and altered in order to ensure that this incident that not take place. honest/open about circumstances

Weakest Ethical Framework: Justice Framework

Justice is a fundamental ethics standard generally grounded in the rational application of rules, equity, and in maintaining fairness.Thus all people facing a crisis should be treated in the same way, fairly, receiving the same resources and accommodations. Critique: Some people (e.g., elderly,children, disabled, poor, etc.) are disproportionately impacted by crises and disasters because they do not have the resources necessary to prepare for and respond to a crisis In crisis Situation:All people facing a crisis should be treated in the same way, fairly, receiving the same resources and accommodations. - Restorative justice privileges those who are victimized by some wrongdoing and suggests that those who caused the harm have an obligation to correct or address that harm. This framework emphasizes that no particular group of people should be given more attention or more treatment resources than other, particularly based on group identifications such race, gender, age, social class, or religion.By giving everyone equal resources, no members of the community are disproportionately disadvantaged in times of crisisThis framework maintains the belief that in social justice is necessary in order for there to be fairness in a community in the time of crisis. According to social justice, it is necessary to prioritize who gets treatment and in what order, as it is impossible to help everyone affected at once, which is another one of the main reasons I believe this framework is the weakest. Stakeholders and spokespersons in a crisis situation should be prepared to give thorough explanations on how and why groups are being prioritized over others. I deem that prioritization of groups is fundamental in a crisis situation in order to avoid additional chaos and disorganization of resources and procedures.

Characteristics of Stigma

Marking: ways to id a group- things they buy, race Group label: name for group w negative connotation Responsibility attribution: make group responsible for crisis situation- ex: same religious beliefs as group responsible, political leaning so its their fault- brought this crisis about Peril: because of something the group did, you put community in danger, and costs associated w crisis caused by stigmitized group

Social Media Attributes

Participation: anyone w access can share info openness: opportunity for transparency concerning management of crisis conversation: 2 way communication, dialogue communities during crisis: groups w similar interests and concerns arise social media enables them to create online communities Connectedness: share content w people, provide support immediate info reach

Freedom of information Act

Unless dealing with national security, any type of federal involvement is reviewable in a crisis situation. public has access of everything- is able to check your choices, use of money, resources, time- need to be able to defend these decisions.

Stigma

a negative association placed on a group of people that is held by a community at large- stimitize those we are trying to help is never good- group/org become unwanted/ want to remove from society- may not associate with, hire, think negatively of group

Social Media During a crisis

accurate info rapidly in a manner that can be shared thru various media channels - assist in connecting people/info thru social media - help manage rumors. join convo - chek info for accuracy/respond honestly -social media is interpersonal comm-provide emotional support writing for social media: - adequate scientific expertise- no tech jargon, don't talk down to audience, engage in dialogue -bring along reporters in understanding of tech issues -collaborate with credible sources

Applebee's Case ethical issues

denies conflict happened, sensors information, same response to everyone, denial of responsibility,deletes evidence, lack of empathy and trust with customers, lies about deleting contnent, Ethical issues privacy issues- posting receipts of happy customers firing employees- unjust firing censorship of comments - starts personally arguing with customers- bullying personal attacks in response to comments -withholding information from the public hypocracy social media rules: cutting/past comments, comment burried in comments- shows lack of knowledge facebook is for customer feedback- but ignoring customers- expectation that youre listening

Social Media before Crisis

develop a relationship w audeince to build trust orgs need to be a regular user of social media before crisis takes place need section of communication w stakeholders during crisis- social media can be used use in daily comm activities follow/share messages with credible sources

Disadvantages of social media

distrust of the media personnel/tech required to monitor some people may post to create controversy- online fights

Advantages of social media

immediate information create rapid connects to build relationship with public dispel rumors immediately by providing accurate info

Violation of privacy

intrusion upon individuals physical/mental solitude/seclusion- public disclosure of private facts

Challenges of mobile devices/social media

lack of technology training people with limited access information overload

Turner's 6 Stage model

order increases both the likelihood that tasks will be accomplished as intended and the likelihood mistakes will be accomplished/diffused more widely. Stage 1: Notionally normal starting point- need to understand culture and values of community in a crisis- initially accepted beliefs about the world Stage 2: incubation period: unnoticed set of events which are at odds with accepted beliefs about hazard- crisis occurs before people notice. Stage 3: precipitating event: forces attention to the crisis- transforms general perception- something happens such as someone gets sick, a news report comes out Stage 4: onset: impact of cultural roles and expectations become relevant- ex: restaurant violates norms and expectations- immediate consequences of collapse of cultural precautions stage 5: rescue and salvage: first stage of adjustment- how did this happen? what can we do? how do we fix it? Stage 6: full cultural adjustment: new understanding of world- either more expectations but not the same- ex: think differently of a company, create values people didn't have before ex: privacy values. connection to social processes that drive the crisis from happening in the first place. In addition, I believe social processes and values play at tremendous role in restoring a community after it takes place. Unlike the other development models, Turner emphasizes the changing of perceptions, values, and beliefs after a crisis take place.the public's values change after a crisis, whether it is a new perception or a new concern that the public never had to think about before the crisis happened. This vastly contrasts to Fink's Four Stage Model, which claims that in the final stage, the resolution stage, almost the entire crisis is eliminated completely and people are back to their normal ways of life - crisis being underway before we are aware

Ethical Issues in crisis communication

privacy: publishing photos of individuals during crisis Social Justice: prioritize who gets treatment and in what order- cant help everyone at once Ability for appropriate action: how and when we provide info influences how people act witholding information: in o

HIPPA ( health insurance profitability and accountability act)

restrictions on disclosure of protected health information by covered entities. Health info cant be disclosed without consent.