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COMM 357301 - Study Guide - Midterm

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COMM 357301 - Study Guide - Midterm

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background image Crisis Communications STUDY GUIDE for TEST 1/midterm CALEB SCHWAB     (crisis) ○ 10 yr decapitated at KC water park from 168’ waterslide ­ Verrückt ○  Rode with two women, both receiving injuries ○ $20 million paid to family ○ Stakeholders:  ■ Amusement park, customers, family, first responders, owner of park, city,  two women, engineers ○ SUDDEN or BIZARRE Crisis ● 4 Kinds of Crises 1. Sudden ­ weather related, usually unpreventable
2. Smouldering ­ most common, management and ineptitude negligence
3. Perceptual ­ unpredictable event that threatens an organization's performance
4. Bizarre ­ outrageously or whimsically strange events
● Adverse Impacts of Crises 1. Sales and Profits
2. Jobs that may be potentially lost
3. Business Reputation (do anything to avoid that)
4. Government Intervention (feds get involved, you’re done for) 
5. Operating Expenses
6. Employee Morales may Plummet (most important)
7. Competitive Strength of opposing forces or companies
8. Legal/Consumer Action
TYLENOL     (crisis) ○ 1982, Chicago,  ○ Capsules were tampered with, and 7 people died from cyanide poisoning ○ BIZARRE CRISIS ○ Johnson & Johnson ○ Best example of how well a company handled a crisis ■ They immediately alerted customers in the nation and not to use it ■ Alerted hospitals and distributors ■ Stopped Tylenol production, ads, and took product off the shelves first in  Chicago then nationally ■ Offered to exchange capsules for tablets ■ Established a 1­800 hotline for customers with questions ■ Established a 1­800 hotline for media ■ Created a tamper­resistant product
background image ● Response Strategies for Crises 1. Company seeks FORGIVENESS from public 2. SYMPATHY as Johnson & Johnson as an unfair victim
3. REMEDIATION given to families due to crisis
4. RECTIFICATION, taking measures so similar events won’t occur again ● 5 Lessons Learned about Responding to Crises 1. Be forthcoming and honest 2. Act quickly and decisively (within 30 minutes)
3. Take responsibility
4. Treat people with respect
5. Remember good behavior pays off → Trust 
● Apologising Strategies 1. Never say “It will never happen again.” (don’t make promises you can’t keep) 2. Question whether an apology is needed
3. Apologies are never easy, and people don’t like it (employees are the first 
audience in any major crisis) 4. “Sorry” can never be overworked
5. People judge you on how you own up to your mistakes
6. Own the problem and DON’T blame others
7. People WANT to forgive despite everything that might have happened
8. Choose your words carefully ● Key Audiences ○ Ambivalents ■ NEUTRAL ■ Your job is to ensure people/media remain indifferent ○ Adversaries ■ COMPETITORS and CRITICS ■ Make sure they don’t take advantage of the situation while you are dealing with the crisis. ○ Advocates ■ SUPPORTERS ■ Giving you the benefit of the doubt and will continue to support you ● Recall Creep → same as SLOW BLEED ○ Developing after a long interval of time and info is slowly oozing out BLUE BELL ICE CREAM     (crisis) ○ Brenham, TX ○ SLOW BLEED / SMOULDERING CRISIS 

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School: Lipscomb University
Department: Journalism and Mass Communications
Course: Crisis Communication
Professor: Alan Griggs
Term: Spring 2018
Tags: communication, crisis, and CrisisComm
Name: Midterm Exam
Description: Study and memorize, also make flashcards if necessary.
Uploaded: 02/27/2018
6 Pages 25 Views 20 Unlocks
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