Crisis Communication Lecture-1

Crisis Communication Lecture-1 - Crisis Communication A...

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03/05/12 1 Crisis Communication “A crisis is unpredictable but not unexpected” - Timothy Combs
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03/05/12 2 1. Introduction MTV, Protests over  Dayton Hudson, Protests  over Planned Parenthood  grant, 1990 Gerber, Reports of glass  in baby food, 1986 Nike, Mistreatment of  Asian workers, 1997 Jack-in-the-Box, E. coli,  1993 General Dynamics,  Contract fraud,  1985 Perrier, Benzene in its  water, 1990 Snapple, Racism rumors,  1993 Heineken, Glass in beer,  1993 Sizzler, E. coli poisoning,  1993
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03/05/12 3 2. Overview Precrisis Scanning Assessing situation Designing Tools & Systems Monitoring Crisis Detecting Containing Recovering Post - Crisis Following -up Shaping memories Assessing effectiveness Learning
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03/05/12 4 3. Pre-crisis Planning Objective - prevent or lessen the negative  outcomes of a crisis and thereby protect  the organization, stakeholders, and/or  industry from damage $ loss reputation loss identity altered
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03/05/12 5 3a. Scanning Definition - Looking out for potential  sources of crises Industry-wide issue analysis Organization specific issue analysis Risk assessment (“implicit issues” Stakeholder relationships 
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6 Scanning cont. Issue Sources Newspapers Business Magazines TV News Trade Journals Public Opinion Polls Medical/Science  Journals On-line (web pages,  newsgroups, etc.  Risk Assessment  Sources Safety/accident records Ethical climate surveys Financial audits Liability exposure Workers Comp. Product tampering 
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This note was uploaded on 03/04/2012 for the course COMM 480 taught by Professor Clampitt during the Fall '09 term at Wisc Green Bay.

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Crisis Communication Lecture-1 - Crisis Communication A...

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