Week 13 - Crisis Communication Flashcards
Establishing and maintaining positive relations with the _____ is essential to shaping ______ __________ as part of the overall crisis management strategy
Media, Public Perception
When is the best time(s) to attempt to develop a positive relationship and to build trust with the media and the public?
Before a crisis occurs and during normal operational liaison
What is essential for maintaining and repairing damage to an organization’s reputation?
Effective Communication
True or False - Crisis Communication as a function should be thoroughly integrated and linked with other BCCM functions.
TRUE
True or False - A crisis communication as a function plan should not be developed, tested, maintained, and integrated, with the same rigour, emphasis, and level of commitment as other operational and functional contingency plans.
FALSE - It SHOULD be
What are some other considerations for developing a crisis communication plan?
- Identify a spokesperson(s) and provide materials, training, and backup
- Arrange for specialists who can provide expert testimony concerning the situation and the technology
- Designate a CMT with a leader, communications plan, and access to necessary consultants.
What should you determine from the media for a crisis communication plan?
- Their contacts
- Phone numbers
- Deadlines
- Reporting History
- Potential Bias
What is the fundamental mission for crisis managers?
To prevent loss of control when a crisis arises, and when and where possible, regain control when loss of control happens.
Whose issues comes first?
Peoples
Initial response and communication create what that is generally lasting?
First Impression
What should initial response and communication express?
Genuine concern for the safety and well-being of all affected
What is the ‘lifeblood’ for managing a crisis that is very difficult to obtain?
Timely, accurate information.
Besides “timely” and “accurate” what other descriptors could you add? (3)
Valid, Organised, and prioritized
While rapid response is essential, what might skew decisions?
Media pressure
The CMT requires the support of who or what to assist in conducting crisis communication?
professional public relations personnel (internal and external to the organization)
True or False - Crisis Management does not require a team approach.
FALSE - It DOES require a team approach
What dictates the level of the executive who responds?
The magnitude
What is necessary to establish, enhance, protect, and restore an organisation’s reputation?
Effective Communication
True or False - Facts alone win arguments
FALSE - Facts alone DO NOT win arguments, PERCEPTIONS do.
In order to communicate effectively both in times of normal operations and in crises, organizations must adequately consider what?
The perception of their constituents (internal, external, and the media) and structure their communication strategy and actions accordingly
What are the two important implications of social media for crisis management?
News travels faster and farther
What do Crisis Managers need to understand about social media? (2)
The ways that social media can support crisis management efforts and the ways it can make a crisis worse
