Crisis 2010 Post

Crisis 2010 Post - Crisis
 Crisis
Communica,on


Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: Crisis
 Crisis
Communica,on
 A
crisis
is
a
situa,on
that
has
reached
a

 cri,cal
phase
for
which
drama,c
and

 extraordinary
interven,on
is
necessary
to

 avoid
or
repair
damage.
 Chapter
19
 Three
Types
of
Crisis
 1.  Immediate
 
sudden
and
unexpectedly

 2.  Emerging
 
brewing
for
long
periods
of
,me
 3.  Sustained
 
 
persist
for
months,
years
 Crisis
Planning
 •  •  •  •  Crisis
Communica,on
 Crisis
Management
 Risk
Management
(Communica,on)
 Issues
Management
 Crisis
 •  Four
Stages
of
a
crisis
 –  Warning
‐
advance
signs
of
trouble
 –  Point
of
no
return
‐
reac,ve
 –  Cleanup
–
recovery
and
inves,ga,on
 –  Return
to
normal
–
whatever
that
is!
 Crisis
Communica,on
 •  Communica,on
in
a
crisis.
 1 Crisis
Communica,on
 Handling
the
media
is
the
most
cri,cal

 element
in
a
crisis.
 Ten
Steps
of
Crisis
Communica,on
 •  Develop
a
crisis
 communica,on
team
 •  Iden,fy
spokespersons
 •  Establish
communica,on
 protocol
 •  Know
audiences
 •  An,cipate
crises
 •  •  •  •  •  Assess
the
situa,on
 Iden,fy
key
messages
 Communica,on
methods
 Riding
out
the
storm
 Start
fixing
the
problem
 Goals
of
Crisis
Management
 •  Terminate
the
crisis
quickly
 •  Limit
the
damage
 •  Restore
credibility

 Crisis
Communica,on
 Working
With
The
Media
 •  Set
up
media
 headquarters
 •  Establish
media
rules
 •  Media
live
for
the
“box
 score”
–
the
facts
 •  Don’t
speculate
 •  Feed
the
beast
 •  Speed
triumphs
 •  Cable
rules

?
 Crisis
Management
 •  Management
of
the
crisis


 Risk
Communica,on
 •  Is
an
outgrowth
of
issues
management
which
 began
as
a
process
of
taking
scien,fic
data
 related
to
health
and
environmental
hazards
 and
presen,ng
them
to
a
lay
audience
in
a
 manner
that
is
both
understandable
and
 meaningful.


































































 2 Risk
Communica,on
 •  Is
the
exchange
of
informa,on
among
 interested
par,es
about
the
nature,
 significance,
or
control
of
a
risk.
 •  The
poten,al
harm
associated
with
products
 or
services
(tobacco,
insec,cides)
 Risk
Communica,on
 •  •  •  •  Risk
Communica,on
 •  “it
is
aimed
to
produce
clear
and
concise
 messages.”
 •  “based
on
behavioral
scien,fic
research”
 Issues
Management

(Text)
 •  Is
the
capacity
to
understand,
mobilize,
 coordinate,
and
direct
all
strategic
and
policy
 planning
func,ons,
and
all
public
affairs/
 public
rela,ons
skills,
toward
achievement
of
 one
objec,ve;
meaningful
par,cipa,on
in
 crea,on
of
public
policy
that
affects
personal
 and
ins,tu,onal
des,ny.

 Issues
Management
 •  The
iden,fica,on,
monitoring,
and
analysis
of
 trends
in
key
public’
opinions
that
can
mature
 into
public
policy
and
regula,ve
or
legisla,ve
 constraint
 Product
related
cases
 Terrorism
and
random
violence
 Financial
and
ethical
issues
 Rumors
and
allega,ons
 Elements
of
Issues
Management
 •  •  •  •  •  •  •  An,cipate
emerging
issues
 Iden,fy
issues
selec,vely
 Deal
with
opportuni,es
and
vulnerabili,es
 Plan
from
outside
in
 Boaom
line
orienta,on
 Ac,on
,metable
 Dealing
from
the
top
 3 Issues
Management
 •  Five
step
process
 –  An,cipate
emerging
issues
 –  Analyze
each
issue
 –  Review
your
strategic
op,ons
 –  Implement
ac,on
plans
 –  Evaluate
the
program
 Issues
Management
 Four
specific
job
tasks

















 1.  2.  3.  4.  Business
Crisis
 •  a
major
event
that
has
poten,ally
nega,ve
results
 •  Situa,ons
characterized
by
surprised,
high
threat
to
important
 values,
short
decision
,me
 •  A
disrup,on
that
physically
affects
a
system
as
a
whole
and
 threatens
its
basic
assump,ons,
its
subjec,ve
sense
of
self,
its
 core
values
 Crisis
Communica,on
 Key
Point:
 Crisis
communica,on
can
be
viewed
as
a
 special
applica,on
of
media
rela,ons.
 Iden,fying
issues
and
trends
 Evalua,ng
issue
impact
and
sebng
priori,es
 Establishing
a
company
posi,on
 Designing
company
ac,on
and
response
to
achieve
 results
 Business
Crisis
 A
crisis
is
characterized
by:
 •  •  •  •  •  Escala,ng
in
intensity
 Close
media
or
government
scru,ny
 Interfering
with
normal
opera,ons
 Jeopardizing
posi,ve
public
image
 Damaging
a
company’s
boaom
line
 Ins,tute
for
Crisis
Management
 •  An
agency
that
specializes
in
crisis
 communica,on
planning,
response.
 4 Ins,tute
For
Crisis
Management
 Defini&on
of
a
Business
Crisis
 Any
problem
or
disrup,on
that
triggers
 nega,ve
stakeholder
reac,ons
and
results
 in
poten,ally
damaging
public
scru,ny
 •  A
business
crisis
is
any
situa,on
that
has
a
 severe
nega,ve
impact
on
a
company’s
 reputa,on
and/or
boaom
line.

 Basic
Causes
of
a
Business
Crisis
 2009
 1.  White
Collar
Crime
 2.  Mismanagement
 3.  Casualty
Accidents
 4.  Consumer
Ac,vism
 5.  Defects
&
Recalls
 6.  Labor
Disputes
 7.  Class
Ac,on
Lawsuits
 8.  Facility
Damages
 Ins,tute
For
Crisis
Management
 Most
Crisis
Prone
Companies
2009
 1.  2.  3.  4.  5.  6.  7.  8.  Madoff
Investments
 Satyam
Computer
Services
 Bank
of
America
 UBS

AG
 General
Motors
 Peanut
Corp
of
America
 Merrill
Lynch
 Boeing
Co,
 Ins,tute
For
Crisis
Management
 1.  2.  3.  4.  5.  6.  7.  8.  Most
Crisis
Prone
Industries
in
2009
 Banking
 Security
Brokers
 Aircral
Industry
 Investment
Companies
 Petroleum
Industry
 Pharmaceu,cal
Industry
 Automobile
Industry
 Insurance
Industry
 Crisis
Management
 •  Percep,on
determines
the
outcome
of
every
 crisis
response.
 •  Public
opinion
is
formed
by
percep,on,
not
 reality
 •  The
way
the
public
perceives
a
situa,on
 becomes
the
reality
 5 How
To
Communicate
During
A
Crisis
 •  •  •  •  •  •  •  •  •  •  Put
the
public
first
 Take
responsibility
 Be
honest
 Never
say
“No
comment”
 Designate
a
single
spokesperson
 Set
up
a
central
informa,on
center
 Provide
constant
flow
of
informa,on
 Be
accessible
 Monitor
news
coverage
and
inquiries
 Communicate
with
key
publics
 Most
Common
Mistakes
During
a
Crisis
 •  •  •  •  •  Hesita,on
 Retalia,on
 Pon,fica,on
 Confronta,on
 Li,ga,on
 Crisis
Management
 
The
key
to
crisis
management
or
crisis
 communica,on
is
simply
planning:
 •  Have
aplan
 •  Use
the
plan
 •  Communica,on

 6 ...
View Full Document

This note was uploaded on 06/13/2011 for the course JOUR 328 taught by Professor Klipstine during the Fall '10 term at South Carolina.

Ask a homework question - tutors are online