Lecture 10a/b (Curbow) Flashcards
crisis comm.
involves identifying internal and external receivers who must receive info during times of crisis
Foundational planks of CC
1) crises are inevitable
2) transparent and honest comm. is most effective
3) follow golden rule approach
4) org’s culture can determine success
5) requires training and skill sets
STICK plan
Skill in cc, Transparency, Inevitability of crises, Culture of org., Knowledge of value of golden rule
types of crises
- natural disaster
- management/employee misconduct
- product tampering
- mega damage
- rumor
- tech. breakdown, accident or not accident
- challenge
- human error
- workplace violence
stakeholder
audience who receives the message
legitimacy
stakeholders’ perceptions of an organization’s behavior
image restoration theory
when an org. loses legit. it can restore it through the use of symbols: denial, apology, attack, transcendence, bolstering, intimidation, corrective action, compensation, ingratiation, minimization
Four Rs
relationships, reputation, responsibility, response
Attribution theory
how we come to make causal statements about behaviors
emotional stability
conjecture that a stakeholder’s lvl of emotional stability should be related to how much info is conveyed
counter-factuals
rxn to stakeholders that reflects their feelings that an org. could or should have done something differently
knowledge bias
expectation that the source lacks accurate info
reporting bias
expectation that the source is unwilling to report accurate or full info
Sleeper effect
over time, the source of a message and the content of a message become detached from each other
Situational Crisis Comm. Theory (SCCT)/Clustering
proposes that crises can be clustered into victim, accidental, and intentional groupings. Proposes you can select the best image restoration strategy based on type of crisis
Instructing information
info on how to deal with health risk
nuggets
vital piece of info that needs to be conveyed
halo effect
:)
velcro effect
:)
Supporting behavior/honoring the account
believing the story line and honoring it
media richness
value of a particular medium for communicating crisis info; can be used to personalize a message
Systems theory
explains how all units of an org. are linked; must understand the systemic nature of orgs. to reduce chances of crises and to enhance comm. efforts during a crisis. all subsystems need to have permeable boundaries. Need requisite variety
Cultural theory
explains how orgs. have identifiable cultures that can influence the success or failure of cc. Includes functionalists (assume culture is a direct fx of admin. comm.) and interpretivists (culture NOT engineered)
Classical theory
explains the importance of relaying tasks and policies to employees to reduce chances of misunderstanding about responsibilities leading to crisis. Org. should be seen as a machine. Aka TAYLORISM (employees inherently lazy)
Human Resources theory
explains the value of thinking of employees as potential sources of info who can participate in the success of the org. and support it during times of crisis. Employees NOT inherently lazy
Critical Theory
argues that organizations can be sites of domination and that employees sometimes buy into their own domination
chaos theory
all behavior is inter-related and the most innocuous act can affect an entire org. chaos of crisis is central to the rebirth, regen., and development of orgs.
comm. theory
understanding basic principles helps crisis communicators understand comm. as both a transmission and a process.
phases of socialization
anticipatory –> encounter –> metamorphosis
systematic soldiering
employees are taught to work slowly by others
Hawthorne Effect
1) Workers motivated by recognition
2) employees welcome opportunities to voice their opinions
3) informal comm. networks were active and maybe more credible than formal
Jackass fallacy
assumption that employees are fools
Critical Theory
refers to assumptions about the misuse of power in orgs. Comm. can be used as a tool for abusing workers
