Crisis Communication Flashcards
3 parts of crisis response strategies
1) the initial crisis responses and expressions of concerns for victims
2) instructing information
3) reputation repair and behavioral intentions
Initial crisis responses
Be quick, accurate and consistent.
Be quick
Responses in first hour after the crisis occurs
Announce that org. Is aware and in control and a source
Be accurate
Don’t say “No comments”
Say you have the answer but are not able to share it for several reasons - confidently, prematurity, privacy, litigation concerns, disclosure, regulations, policy, etc.)
Be consistent
Does not mean only one person talks to public
Crisis team needs to share information so that different people still convey a consistent message
Increased attribution of organizational responsibility for a crisis result in…
- tarnishing organizational reputation and image
- increasing negative word of mouth about organization
- reducing purchase intentions
- creative negative emotions
Crisis Response: Denial posture
Attack the accuser, assert there is no crisis, scapegoating blame a person of group for crisis
Crisis Response: Diminishment
Excuse - claim inability for event control
Justification - minimize perceived damage
Crisis Response: Rebuilding
Tries to improve the organizations reputation through taking some or full responsibility for the crisis
Monetary compensation/apology
Crisis Response: Bolstering
Seeks to build a positive connection between the organization and the public by reminding stakeholders about the good works of the organization
Crisis cluster - victim
Minimal Organizational responsibility
For denial posture
Crisis cluster - Accidental
Low organizational responsibility
For diminishment
Crisis cluster - preventable
High organizational responsibility
Rebuilding
3 Characteristics of a Crisis
Threat, Surprise, Short Response Time
Crisis Types of Victim Cluster
Natural Disasters, Rumors, Workplace violence, Product Tampering
