Unit 8 and 9

Question 1

What is a crisis?

Answer 1

An event or series of events that focuses/consumes an organization’s energy or efforts almost entirely on resolving the event as quickly as possible

Question 2

What elements can give rise/define a crisis?

Answer 2

1. Everything from an ‘Act of God’ to a preventable operational error.
2. Loss of Life, potential threat to public health/safety, environment/security and intense public stakeholder and media profile.

Question 3

Organizations that have effective crisis management usually have:

Answer 3

1. A strategic communications planning process from research and analysis through to evaluation.
2. 24/7 crisis team in place before already in place.

Question 4

In addition to a quick response time, what enhances a crisis management plan?

Answer 4

It is enhanced by having a strong information-sharing process both within an organization and with key partners and stakeholders.

Question 5

In short a proper response to crisis management will include these SEVEN things:

Answer 5

1. Preparation
2. Information Validity
3. Facts and Research on response
4. Impact of crisis
5. Responsiveness
6. Stakeholder concerns addressed
7. Transparency

Question 6

What is key to a sounds and effective communication plan?

Answer 6

Preparation!

Question 7

What should organizations do to enable them to develop more thorough risk audits?

Answer 7

Create and test different potential issue scenarios

Question 8

What enables organizations to analyze, set and rank their priorities?

Answer 8

Research!

Question 9

Who’s numbers and emails need to be available during a crisis? (FIVE)

Answer 9

1. Emergency services
2. Executive or senior decision makers
3. Key operational and communication staff
4. Crisis management team
5. Outside support personnel

Question 10

Communication/operational staff are often responsible for making the initial contact. What is important to have developed and tested in advance?

Answer 10

Rapid information dissemination process

Question 11

Why do crisis management teams use the “outreach pyramid”?

Answer 11

1. To reach a greater number of people

2. The process can be done strategically and comprehensively in a timely manner.

Question 12

What should comprehensive key messages address during a crisis?

Answer 12

1. Over-arching elements

2. Focused/technical messages targeted at a specific group

Question 13

In a crisis the most effective strategy is often:

Answer 13

1. Proactive
2. High profile
3. Use of a diverse range of tactics across multiple platforms

Question 14

In developing an effective crisis communications response, organizations need to ensure their plan is:

Answer 14

Captured and codified in a comprehensive crisis management policy and procedures manual/document.