cdae Quiz 11 and 12
A business approach that delivers environmental and social benefits to improve society is ______. A)public disclosure B)corporate social responsibility C)employee volunteer program D)thought leadership
B
Most often,the task of building and maintaining the corporate brand is the responsibility of the ______. A)Chief Marketing Officer B)investor relations professional C)corporate communications team D)Chief Executive Officer
C
NASDAQ and NYSE are examples of ______. A)investor relations advisors B)national financial publications C)stock exchanges D)corporate branding
C
Socially Responsible Investors only consider investing in companies with a demonstrated track record of meeting or exceeding ESG criteria. What does ESG stand for? A)education, service, and giving B)excellence, standards, and growth C)environmental, social, and governance D)efficiency, sacrifice, and growth
C
The attributes of a company that come to mind when you hear the name represents a ______. A)company name B)social responsibility C)corporate brand D)popular product
C
According to Rivel Research Group, investor relations professionals are charged with marketing a company's ______. A)common stock B)products C)services D)social benefits
A
A company can prevent an issue from harming company's reputation by addressing the problem during which stage of the issue life cycle? A)potential stage B)current stage C)dormant stage D)crisis stage
A
Mike Paul, the Reputation Doctor, recommends which of the following tools for success in crisis communications? A)emotional intelligence B)organizational skills C)theoretical knowledge D)creativity
A
The PR team at SRA Enterprises wants to develop a crisis communications plan. The team has scheduled a meeting with a representative group of SRA employees including security personnel, sales representatives, HR managers, IT specialists, and senior managers. What should occur at this initial meeting? A)brainstorming potential crises that could impact SRA B)establishing media monitoring and notification systems C)creating a list of key SRA audiences and stakeholders D)developing stand-by statements and press releases
A
Socially Responsible Investors require any companies they support to have long-term competitive financial returns in addition to a positive societal impact.
True
The Edelman Trust Barometer show an increase in the expectation that the business community will drive change and improvement in the quality of life for citizens.
True
Tracking emerging trends is a key step in the issue management process.
True
According to James Grunig,what type of communication is most beneficial for effective communications? A)two-way symmetrical B)one-way symmetrical C)symbolic-interpretive D)two-way asymmetrical
A
According to Mike Paul, who is known as the Reputation Doctor, what is necessary to succeed in the area of crisis communications? A)strong moral foundation B)organizational experience C)political awareness D)collaborative spirit
A
A Super Taco customer becomes ill after eating a burrito tainted with e-coli. Super Taco pays the customer's medical bills and gives the customer $500 in food vouchers. Based on Benoit's typology, what is Super Taco trying to accomplish? A)reduce the offensive act B)evade responsibility C)deny any responsibility D)reduce the accuser's credibility
A
A passenger on North Airways was forcibly removed from an airplane by police officers. Soon afterwards, videos of the incident appeared on Facebook and YouTube, images appeared on Instagram, and hashtags showed up on Twitter. Given this information, the North Airways incident possesses which digital factor? A)variety B)volume C)velocity D)veracity
A
According to a 2015 Pew Research study, which statement about social media usage is true? A)Urban dwellers use social media more than rural residents. B)Women use social media significantly more than men. C)Whites use social media significantly more than Hispanics. D)High and low income earners use social media equally.
A
Based on Benoit's theory, a firm that uses puffery to build its image is attempting to do which of the following? A)reduce the offensive act B)evade responsibility C)deny any responsibility D)reduce the accuser's credibility
A
Frank, a public relations practitioner, uses social media to not only relay messages to the company's key publics but also identify issues that require attention of strategic managers. What is Frank modeling with this interactive communication? A)excellence theory B)symbolic-interpretive model C)corporate branding D)disclosure model
A
Ginny is an investor and she is interested in learning more about the financial standing of Great Shoes, Inc. Who would she likely meet with to learn more about the company's business conditions and corporate strategy? A)investor relations professional B)public relations professional C)Chief Executive Officer D)Chief Marketing Officer
A
In addition to requiring companies to meet or exceed ESG criteria, Socially Responsible Investors also only invest in companies that have ______. A)long-term competitive financial returns B)over 100 employees C)no negative consumer complaints D)more than 10 years experience
A
In the issue life cycle, when does the triggering event occur? A)at the beginning of the emerging stage B)at the end of the current stage C)at the beginning of the crisis stage D)at the end of the dormant stage
A
The employees at Roger's Pet Store are given 4 hours of paid time off each week to volunteer in an animal shelter. This is an example of best practices in ______. A)Employee Volunteer Programs B)Points of Light C)Earned Value Professionals D)corporate branding
A
The key to success in developing an excellent corporate social responsibility activity is ______. A)having a clear business and strategic connection to the activity B)choosing an activity that supports a social issue that is not controversial C)choosing a volunteer activity for employees that helps improves society D)ensuring the activity does not reduce company profits
A
What is one of the principal differences between corporate communications and working in other settings? A)telling the company's story to the financial community B)developing global communications in addition to local outreach C)incorporating organizational branding in addition to product branding D)using the two-way symmetrical model for communications
A
What is the name of the agency that protects investors by maintaining fair practices for all investors, such as requiring that everyone, regardless of their relationship to the company, gets the same financial information at the same time? A)Securities and Exchange Commission B)Edelman Communications C)Federal Trade Commission D)Federal Communication Commission
A
Which institutions are examined in the Edelman Trust Barometer? A)NGOs,media,government,and business B)education,hospitals,and government C)military,education,religious organizations,and banks D)media,military,and the federal government
A
Which of the following best describes a benefit of strong internal corporate communications? A)opportunity to create a unified corporate image B)ensure employees understand the business rules and regulations C)provide current details on recent employee mistakes D)give clients an opportunity to meet employees
A
Which of the following best describes a lesson corporate communicators follow today to effectively communicate with LGBT audiences? A)There is rich diversity within the LGBT community. B)Baby boomers are the most likely generation ever to advocate for LGBT friends. C)Reaching out to LGBT audiences will cause businesses to lose mainstream customers. D)Companies do not need to have a diverse workforce as long as they have positive outreach to LGBT audiences.
A
Which of the following describes issues management? A)preparing for problems in advance B)analyzing historical trends C)monitoring customer needs and wants D)reacting to unexpected situations
A
Which of the following enabled Taco Bell to avoid a PR disaster? A)being transparent and aggressive B)settling the customer lawsuit quickly C)developing a newer, better product D)making changes to a poor product
A
Which of the following is an advantage for a company going public? A)increased awareness of the company and its products B)decrease in financial report requirements C)fewer legal restrictions for financial decisions D)fund company expansion without giving up control
A
Which term refers to a situation that threatens a company and its stakeholders, seriously impacts performance, and generates negative outcomes? A)organizational crisis B)product crisis C)disaster D)problem
A
______ is a strategy of finding opportunities for executives to give speeches,get involved in research,or lead events so a company will be thought of as an expert within the industry. A)Thought leadership B)Investor relationship C)Corporate branding D)Two-way symmetry model
A
According to Benoit's theory, which of the following is a strategy used to evade responsibility? A)denying any connection to a crisis B)claiming that intentions were good C)asserting that the crisis is a minor one D)making restitution to any victims
B
An organizational crisis is typically attributable to which of the following? A)poor product designs B)management failures C)external forces D)natural disasters
B
Caroline recently read a report that showed an increase in the sense of disenfranchisement between the public and businesses,which is impacting markets and elections worldwide.Which report did Caroline likely read? A)annual report B)Edelman Trust Barometer C)shareholder letter D)report on sustainable and responsible investing trends
B
Effective issues management relies significantly on which of the following? A)forming a crisis response team B)tracking emerging trends C)managing corporate risk D)taking corrective actions
B
In most companies, the practitioners responsible for the two-way communication with the financial community are known as ______. A)investment advisors B)investor relations professionals C)Chief Marketing Officers D)Chief Communications Officers
B
In relation to issues management and crisis communications, what is a positive aspect of social media? A)A company can control the information that is circulated on social media. B)When monitored actively, social media offers an early warning of a crisis. C)With only a few major social media sites, a company can streamline messaging. D)Designated company gatekeepers can verify social media posts and block trolls.
B
Research shows that the difference in value of effective and ineffective investor relations and financial communications is ______ in a typical company stock price. A)10% B)30% C)50% D)75%
B
Research suggests which of the following about product crises? A)Most product crises develop into long-term litigation crises. B)A successful follow-up product will reduce the crisis impact. C)A product crisis is best managed through earned media. D)Most companies are unable to recover from product crises.
B
The crisis phase typically begins with which of the following? A)a trend that emerges on social media B)an event that disrupts normal operations C)a lawsuit filed against an organization D)a misunderstanding with stakeholders
B
The practice of corporate branding is an outgrowth of ______ as a key function of corporate communicators. A)two-way communication B)reputation management C)public disclosure D)social responsibility
B
What do most observers believe about companies speaking out about "hot button" social issues? A)Companies should take a stand on social issues and not worry about any backlash that comes from customers who disagree. B)Companies should be quiet or be prepared for the backlash that comes with trying to engage customers in an issue. C)Companies should present both sides of "hot button" social issues to meet the needs of all customers. D)Companies benefit from the publicity of speaking out on social issues,even when most customers disagree with the corporate stance on the issue.
B
What is the name of the class of investors who recognize companies that are good corporate citizens? A)Points of Light B)Socially Responsible Investors C)investor relations professionals D)Arthur Page Society
B
What should be the goal of a PR communicator when working with the media? A)to prepare a carefully written article that is given to the media reporter to use B)to produce an accurate, balanced story that represents the company's point of view C)to ensure that any news coverage is always positive or flattering D)To avoid giving corporate information to media that writes negative or unflattering stories
B
When the cars manufactured by an automaker have faulty airbags and the cars must be recalled, which of the following situations is illustrated? A)disaster B)product crisis C)problem D)litigation crisis
B
Which digital factor is determined by measuring the number of media mentions or social media posts? A)variety B)volume C)velocity D)veracity
B
Which of the following best describes the Starbucks corporate brand? A)innovation B)social responsibility C)technology D)education
B
Which of the following describes the primary goal for a company in the precrisis phase of crisis communications? A)searching for emerging trends B)identifying potential crises C)selecting key spokespeople D)designating a crisis response team
B
Which of the following involves monitoring and responding to situations as they are identified, before they erupt? A)measuring outcomes B)being proactive C)deflecting issues D)being reactive
B
Which of the following occurs in the precrisis stage of crisis communications? A)categorizing customers and publics B)developing response plans and protocols C)responding to stakeholder concerns D)expanding social responsibility efforts
B
Which of the following was part of Samsung's reputation building efforts? A)relying on earned rather than owned messaging B)holding a company-wide day for volunteering C)forming partnerships to reduce technology costs D)making a charitable donation for every device sold
B
Which of the following would most likely lead to a litigation crisis? A)a company lacking financial transparency B)customers being injured by products C)customers receiving poor service D)a company failing to deliver products
B
Which term describes the process of issues management? A)reactive B)anticipatory C)circular D)defensive
B
Which term is used by Benoit to describe a company that admits guilt and apologizes for a problem? A)compensation B)mortification C)differentiation D)minimization
B
Which term is used by Coombs to reference a sudden, large-scale event that seriously disrupts routines of systems and poses a danger to values and social goals? A)crisis B)disaster C)problem D)issue
B
In most cases, what is the primary goal of issues management? A)measuring digital media velocity B)responding to customer concerns C)protecting a company's reputation D)avoiding extensive corporate litigation
C
______ are in-depth documents providing accurate and timely information regarding a company and its financial health. A)Corporate responsibility reports B)Quarterly and annual reports C)Edelman Trust Barometer results D)Executive remuneration reports
B
AFLAC, a health insurance company, demonstrated a good example of how to implement a corporate campaign with a strong ______ component during the implementation of the Affordable Care Act in 2010. A)investor relations B)social responsibility C)media relations D)employee volunteer
C
According to a recent study, what is the failure rate of many corporate mergers to deliver on results promised, such as cost savings and improvements? A)less than 10% B)approximately 30% C)more than 50% D)more than 75%
C
According to both Lukaszewski and Dexenhal, the media typically focus on which element of a crisis? A)results B)goals C)victims D)events
C
According to the text, many employees expect their employer to provide ways for them to ______ at work. A)make more friends B)relax more C)find purpose D)have fun
C
According to the text,Wells Fargo focused on which of the following in the dormant stage of the issue life cycle? A)closing some of its branches B)encouraging media coverage C)repairing its damaged image D)anticipating customer reactions
C
Based on information in the text, what did both Samsung and Wells Fargo do during the crisis recovery stage? A)added social media gatekeepers to their PR teams B)improved their customer service response times C)expanded their social responsibility efforts D)developed better replacement products
C
Best Shoes, Inc.stocks are trading at $10 per share. Currently, the company has very ineffective investor relations and financial communications strategy. What would be the expected trading price if Best Shoes, Inc.develops and implements an effective investor relations and financial communications strategy? A)$3 B)$7 C)$13 D)$15
C
Company X is experiencing a major crisis, and its PR team is measuring the number of tweets per second about the situation. Which digital factor is being measured? A)variety B)volume C)velocity D)veracity
C
Fred owns a private company and he needs a steady funding source to finance its growth and expansion. He has decided to issue shares and sell them to the public with a(n)______. A)quarterly report B)disclosure of information C)initial public offering D)shareholder letter
C
How does the concept of disclosure apply to media relations? A)A business can sequence the release of news. B)Online media outlets have faster access to information. C)Everyone must get the same information simultaneously. D)A business can choose which media outlet to give information.
C
In Benoit's theory, which of the following occurs in the denial category? A)asserting that the event was accidental B)claiming the accuser lacks credibility C)shifting the blame to another party D)acting unknowledgeable about the event
C
What did Starbucks state as the reason they quit writing "Race Together" on the cups after one week? A)The CEO decided that a retail setting was not the place to engage in social issues. B)The feedback from social media was simply too critical and sales were declining. C)The initiative lasted for its intended run date and was simply a jumping off point in the conversation. D)The CEO and Vice President of Corporate Communications felt threatened so the initiative was stopped.
C
Which of the following actions by a communications team is most useful during a crisis? A)ignoring negative or satirical media content B)focusing on data volume more than data variety C)analyzing data for trends, patterns, and insights D)relying mostly on conventional media approaches
C
Which of the following is driven by the threat of a lawsuit? A)product crisis B)issues management C)litigation crisis D)disaster
C
Which of the following reasons best describes why the Starbucks "Race Together" campaign was not well received? A)Customers did not like having the phrase "Race Together" written on their coffee cups. B)The discussions about racial relations between customers and employees created service delays. C)The public thought race was inappropriate for a company to address with customers in a retail setting. D)Many Starbucks customers did not believe racial tensions were a significant problem.
C
Which of the following reduces the likelihood that a company will experience a crisis? A)encouraging two-way communication B)providing employees with crisis training C)engaging in issues management D)clarifying core values and policies
C
Which of the following statements best describes results from the 2016 Edelman Trust Barometer study? A)There is a decrease in the expectation for more effective corporate social responsibility. B)The gap in the trust between the four institutions and the public is beginning to narrow. C)The disenfranchisement between people and the four institutions is impacting markets and elections worldwide. D)The trust between the general population and the media has declined broadly.
C
Which of the following would likely have prevented the Samsung Note 7 issue? A)addressing the needs of key stakeholders B)releasing a newer model more quickly C)improving quality control during manufacturing D)engaging in CSR activities on a regular basis
C
Who is typically responsible for corporate brand management? A)Chief Business Officer B)Chief Financial Officer C)Chief Marketing Officer D)Chief Communications Officer
C
Why did Wells Fargo launch an initiative in 2017 with Habitat for Humanity? A)to meet stakeholder demands B)to address social media complaints C)to improve its corporate reputation D)to widen its organizational influence
C
A planned, managed effort that seeks to motivate employees to effectively volunteer under the leadership of the employer is ______. A)Earned Value Professionals B)Points of Light C)Corporate Service Engagements D)Employee Volunteer Programs
D
Benoit's theory is used for which purpose? A)clarifying the benefit of issues management B)providing steps to handle a corporate crisis C)assessing the benefit of PR in a crisis D)analyzing crisis communications activities
D
Conway Computers tracks requests for warranty repairs and notices a significant increase in the number of keyboard problems on one of its laptop models. A Conway Computers team is formed to study the matter, determine if there is a keyboard defect, and recommend corrective action before a product recall is necessary. Which term best describes the actions of Conway Computers? A)litigation risk management B)crisis communications C)business planning D)issues management
D
During which stage of the issue life cycle will a firm experience the most media coverage? A)potential stage B)current stage C)emerging stage D)crisis stage
D
How is the schedule for company's financial communications, such as the Quarterly and Annual Reports, determined? A)Chief Executive Officer decides on the date. B)Investor relations professionals pick the date. C)Chief Communications Officer chooses the date. D)Laws determine the schedule.
D
John reports directly to the CEO of his company and is responsible for public relations and public affairs for the company stakeholders.Which of the following is most likely his title? A)Chief Business Officer B)Chief Financial Officer C)Chief Marketing Officer D)Chief Communications Officer
D
Sherry is on the legal staff at Top Athletic Shoes, Inc. and is preparing information about the company's basic financial results, its current position in the market, and some of its future initiatives. What is Sherry creating? A)quarterly report B)social responsibility report C)thought leadership document D)shareholder letter
D
Stanton Farms, a California-based company, grows strawberries and blackberries year-round and delivers them to grocery stores across the country. A blizzard on the East Coast delays shipments to stores in New York and Massachusetts leading to a berry shortage. Which term describes this situation? A)controversy B)disaster C)crisis D)problem
D
The Wells Fargo cross-selling issue stemmed from which of the following? A)poor customer service B)reliance on earned media C)inability to access capital D)ineffective management oversight
D
What are the stages of Coombs' crisis communication model? A)signal detection -> damage containment -> recovery B)prodromal -> acute -> chronic -> resolution C)potential crisis -> current crisis -> crisis dormancy D)precrisis -> crisis impact -> crisis recovery
D
What are two reasons organizational branding is more critical than ever before? A)increase in consumers work hours and increase on consumer debt B)increased interest in health and fitness and increased access to media C)increase in consumer spending and increase in social media use D)increase in global competition and pervasiveness of online commerce
D
What should be the focus during the crisis impact stage of crisis communications? A)returning to normal business operations B)altering the reputation of the organization C)developing new stand-by statements D)supporting people affected by a crisis
D
What would be the best idea for Shelly to consider if she needs more financial resources to implement her business strategy and grow her private company? A)Find a business partner with similar strengths and goals. B)Work extra hours to increase sales growth. C)Change her business strategy to reduce her need for resources. D)Become a publicly traded company.
D
When comparing financial communications with corporate communications,______. A)the rules are same because the desired outcome is the same B)the rules are same but the desired outcome is different C)the rules and the desired outcome are different D)the rules may be different but the desired outcome is the same
D
Which generation of employees is most likely to expect their employer to provide ways for them to find purpose at work? A)Baby Boomers B)Gen X C)Gen Z D)Millennials
D
Which of the following did Gary Sheffer, retired VP of Corporate Communications at General Electric, state was critical if communicators wanted to help companies drive change? A)expansion B)volunteering C)profits D)trust
D
Which of the following is a key national publication that tracks business performance? A)Lucky B)Via C)L'Officiel D)Bloomberg
D
Which of the following is an advantage of using social media for public relations? A)can provide effective one-way communication with consumers B)can rely on positive reviews by citizen journalists C)can ensure the corporate message only gets to a targeted audience D)can speak directly to a targeted audience without alterations by a media gatekeeper
D
Which of the following occurs in a post crisis review session? A)developing additional stand-by crisis plans B)determining the best crisis spokesperson C)planning a CSR activity for positive PR D)assessing the crisis plan's effectiveness
D
Which of the following represents a best practice in Employee Volunteer Programs noted by the Points of Light Foundation? A)having two-way communication with business stakeholders B)providing authentic communication to the company's publics C)providing bonuses to employees that surpass sales goals D)contributions of materials and staff to volunteer activities
D
Which of the following would be categorized as an organizational crisis? A)short-term financial loss B)individual workplace injury C)ineffective PR campaign D)nationwide product recall
D
Which of the following would have helped BP America manage the PR aspect of the Deepwater Horizon crisis better? A)correcting inaccuracies in the media B)using Facebook to answer questions C)posting accurate information on Twitter D)having a stronger social media presence
D
Which statement explains the Samsung Note 7 issue? A)The issue resulted from unethical management practices. B)The issue shifted from a corporate crisis to a product crisis. C)The issue was initially identified by government regulators. D)The issue shifted from a product crisis to a corporate crisis.
D
Benoit's theory serves as a list of steps that companies should follow when addressing a crisis.
False
In the Samsung Note 7 situation, a minor corporate crisis transitioned into a major litigation and product crisis.
False
In the crisis impact stage of Coombs' crisis communication model, a firm focuses on returning to business and repairing any damage to the company reputation.
False
Issues management is reactive, while crisis communication is proactive.
False
Large companies have very different communications goals than small companies.
False
Managing media relations and defending your company's reputation is easier with social media, because communications professionals have more control over the public message.
False
Quarterly and annual report details should be released in stages to soften the blow of a corporate crisis or issue.
False
Research shows that a business profile as a socially responsible company pays dividends in customer retention but not in product sales.
False
The recent developments in digital media have changed the fundamental relationship between the PR practitioner and the journalist.
False
By engaging in issues management and preparing a litigation response protocol in advance, Taco Bell avoided permanent damage to its reputation when faced with the "seasoned beef" lawsuit.
True
Crises faced by firms today are fueled by the volume, velocity, and variety of digital information.
True
Differentiating between a problem and a crisis is a challenge in both issues management and crisis communications.
True
Employees represent a major asset in a company's social responsibility programs.
True
In the precrisis stage of Coombs' crisis communication model, organizations try to eliminate or reduce the risk of a crisis by forming crisis response teams and monitoring social media.
True
Marketing and communications have two fundamentally different purposes.
True
Research indicates that social networking has increased in the past decade and that men and women use social media at similar rates.
True
Same-sex couples and households tend to be more racially diverse than traditional, opposite-sex couples.
True
