final

Question 1

What does the media want?

Answer 1

Cost, controversy, human element

Question 2

What do we want to get out of the media interactions?

Answer 2

Connect with audience
Build media relationships
Positive and Credible coverage
Key messages that resonate

Question 3

Holding statement vs. press release

Answer 3

Holding statement: Short/brief: 150 words

Press release: Positive news, longer

Question 4

5 Things to do in an interview

Answer 4

Be human
smile when appropriate
talk personally and use everyday language
Speak from viewpoint of audience

Question 5

What not to do in an interview (2 examples)

Answer 5

Blackberry CEO (Its not fair!)
Milwaukee Police meltdown

Question 6

ATM

Answer 6

Answer, Transition, Message

Question 7

KPI

Answer 7

Key performance indicator

Question 8

Active shooter

Answer 8

involves one or more persons engaged in killing or attempting to kill multiple people in an area occupied by multiple unrelated individuals

Question 9

Media Calls

Answer 9

when you pitch a story to the media

Question 10

Crisis are crisis of

Answer 10

information

Question 11

Serial reproduction error

Answer 11

when something is repeated and passed on so often the original message is lost (playing telephone)

Question 12

News Conference pros

Answer 12

Exercise message control
Control line of inquiry
All interested media comes to same place
Responses saturate (consistency)
Control content
We may meet reporters we wouldn’t otherwise

Question 13

News conference cons

Answer 13

No guarantee that reporters will ask useful questions
Follow-up questions dominate
Reporters have diff wants/needs/goals
Reporters may not be satisfied for ind. Interviews
Our events may be broadcast simultaneously by many reporters.

Question 14

When does a situation become a crisis

Answer 14

When stakeholders think/agree it is a crisis

Question 15

Salience

Answer 15

prominent/importance

Question 16

Crisis Dimensions

Answer 16

1. Perceived salience
2. Immediacy (how soon will it hit)
3. Uncertainty (ambiguity of situation)

Question 17

persuasiveness of a presentation relies on

Answer 17

Credibility, emotion, reason (ethos pathos logos)

Question 18

Stealing thunder

Answer 18

Organizations are viewed as more credible when the organization reports the crisis before another source. Benefit of a quick response.

Question 19

What do you never say in an interview?

Answer 19

no comment

Question 20

postcrisis action

Answer 20

Cooperate with investigations
Follow-up communication (an extension of the recovery phase)
Crisis tracking

Question 21

Active shooter response (3 things)

Answer 21

Never release the name of the shooter
Run hide fight
psychological perspective

Question 22

Lawyers care about

Answer 22

Compliance to local regulations and laws
Avoiding litigation (taking legal action)

Question 23

How to reduce litigation

Answer 23

Speak with compassion
Act quickly to help victims
Be neighborly 
Measure unintended consequences
Communicate strategically

Question 24

MUM effect

Answer 24

People in an organization withholding negative information

Question 25

Message overload

Answer 25

people given more information than they can competently manage

Question 26

Information Acquisition Bias

Answer 26

Only focusing on certain aspects of the message

Question 27

Full Disclosure

Answer 27

NEVER okay. Use Cautious full disclosure

Question 28

Cautious full disclosure

Answer 28

What to people NEED to know?

Question 29

Crisis response content categories

Answer 29

Instructing information
Adjusting information
Reputation Management

Question 30

Instructing information

Answer 30

Is there anything stakeholders need to do to protect themselves?
Physical safety, product recalls, information hacks

Question 31

Adjusting information

Answer 31

Helps psychologically: what, where, when, why and how
It’s reassuring to know what happened (helps victims adjust)
EAP = Employee Assistance Programs

Question 32

VDLF

Answer 32

Voces De La Frontera

Question 33

ICE

Answer 33

Immigration Customs Enforcement