Crisis Communication

Crisis Communication - -More talking than listening Not...

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Crisis Communication Timothy Coombs Social Media in Crisis Management : information stakeholders and employees are creating and generating online. How do we assess the threat? 3 steps -scan for negative comments -assess who is doing the talking. Person important online? - Is there potential for message spreading? 3 types of crisis -rumors: untrue info circulating online -complaints: customers upset with products -challenges: stakeholders or customer believe what you’re doing is morally wrong. Advice during crisis -be seen! Place crisis on your website -Go where the action is. Respond at sites. -Engagement vs. Intimidation. Intimidation: scare stakeholders into being silent online Engagement: contact them about the problem 2 Steps you should Not do
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Unformatted text preview: -More talking than listening.- Not identifying transparency. Must make it clear who and what you represent. Integrating online techniques to deal with crisis makes your response much more effective. Crisis Defined: unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization’s performance and generate negative outcomes. –Coombs. Two Simple Categories of Crises-Intentional • Terrorism • Sabotage • Workplace violence • Poor employee relations • Poor risk management • Hostile takeovers • Unethical leadership-Unintentional • Natural Disasters • Disease Outbreaks • Unforeseeable Technical Interactions • Product Failure • Downturns in Economy...
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