Lecture 10a/b (Curbow)

Question 1

crisis comm.

Answer 1

involves identifying internal and external receivers who must receive info during times of crisis

Question 2

Foundational planks of CC

Answer 2

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

Question 3

STICK plan

Answer 3

Skill in cc, Transparency, Inevitability of crises, Culture of org., Knowledge of value of golden rule

Question 4

types of crises

Answer 4

• natural disaster
• management/employee misconduct
• product tampering
• mega damage
• rumor
• tech. breakdown, accident or not accident
• challenge
• human error
• workplace violence

Question 5

stakeholder

Answer 5

audience who receives the message

Question 6

legitimacy

Answer 6

stakeholders’ perceptions of an organization’s behavior

Question 7

image restoration theory

Answer 7

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

Question 8

Four Rs

Answer 8

relationships, reputation, responsibility, response

Question 9

Attribution theory

Answer 9

how we come to make causal statements about behaviors

Question 10

emotional stability

Answer 10

conjecture that a stakeholder’s lvl of emotional stability should be related to how much info is conveyed

Question 11

counter-factuals

Answer 11

rxn to stakeholders that reflects their feelings that an org. could or should have done something differently

Question 12

knowledge bias

Answer 12

expectation that the source lacks accurate info

Question 13

reporting bias

Answer 13

expectation that the source is unwilling to report accurate or full info

Question 14

Sleeper effect

Answer 14

over time, the source of a message and the content of a message become detached from each other

Question 15

Situational Crisis Comm. Theory (SCCT)/Clustering

Answer 15

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

Question 16

Instructing information

Answer 16

info on how to deal with health risk

Question 17

nuggets

Answer 17

vital piece of info that needs to be conveyed

Question 18

halo effect

Answer 18

:)

Question 19

velcro effect

Answer 19

:)

Question 20

Supporting behavior/honoring the account

Answer 20

believing the story line and honoring it

Question 21

media richness

Answer 21

value of a particular medium for communicating crisis info; can be used to personalize a message

Question 22

Systems theory

Answer 22

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

Question 23

Cultural theory

Answer 23

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)

Question 24

Classical theory

Answer 24

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)

Question 25

Human Resources theory

Answer 25

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

Question 26

Critical Theory

Answer 26

argues that organizations can be sites of domination and that employees sometimes buy into their own domination

Question 27

chaos theory

Answer 27

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.

Question 28

comm. theory

Answer 28

understanding basic principles helps crisis communicators understand comm. as both a transmission and a process.

Question 29

phases of socialization

Answer 29

anticipatory –> encounter –> metamorphosis

Question 30

systematic soldiering

Answer 30

employees are taught to work slowly by others

Question 31

Hawthorne Effect

Answer 31

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

Question 32

Jackass fallacy

Answer 32

assumption that employees are fools

Question 33

Critical Theory

Answer 33

refers to assumptions about the misuse of power in orgs. Comm. can be used as a tool for abusing workers