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195 Cards in this Set

  • Front
  • Back
Public Relations can be defined as the _____________ _______________ of competition and conflict.
Strategic Management
What is Competition?
When 2 or more groups are fighting for the same resource.

ex: money, support
Public Relations deals with ________ daily.
Competition
What is Conflict?
When 2 or more groups direct their inherent messages in the management process, devising communication & actions that attack.
PR needs to be a strong advocated for the organization and be ___________ beneficial.
Mutually
Conflict is _________ in the Public Relations process.
inherent
PR Professionals must develop communication strategies to _______ conflict. Their strategies must be _________ & _________.
Manage
Planned & Deliberate
The deliberate influence that PR professionals develop in order to benefit their organization is called _________.
Strategic Conflict Management
Competition is _________ & _________.
inevitable & omnipresent
What is the paramount concern of PR professionals?
In order to do what?
Managing communication

To enhance their competitive position & handle conflict effectively.
What is the stance driven approach in managing conflict & competition?
1. External & Internal variables
2. Stance
3. Strategy
Give some examples of:
-Internal Variables
-External Variables
-Stance
-Strategy
- organizational culture

- potential for negative press

- position we take in the strategy

- accommodate or advocate
What are the 2 approaches in determining how to react in a conflict?
1. Threat Appraisal Model
2. Contingency Theory
Within the _________, a good PR practitioner monitors the ________ communication environments for _________, ***** them, & begins communication efforts from that stance.
Threat Appraisal Model
External
Threats
What is the key objective that PR plays in ensuring an organizations success?
Building Relationships
(small part)
The Contingency Theory has _______ _______ _______ that underlie the definition of PR as strategic management of competition & conflict.
two fundamental principles
What are the 2 principles of Contingency Theory?
1. many factors determine the stance of an organization when dealing with conflict.

2. PR's stance for dealing with particular audience or public must be dynamic.
PR practitioners need to know the ________ of the Contingency Theory.
variables
In the Contingency Theory, the state must be ________ .
Dynamic
PR professionals determine their stance towards publics through ______ ______ .
Crisis Management
From Advocacy to Accommodation, what are the variables?
-Competing
-Ligation
-Arguing
-Competition
-Contending
-Compromising
-Avoiding
-Cooperation
-Collaborating
-Negotiation
-Compromise
-Capitulation
-Apology & Restitution

**CLAC, CCAC, CNCC, A**
The Continuum shows _______ of strategic _______ management.
Dynamism
Conflict
PR professionals manage conflict & _________.
Weather the crisis situations
What does the conflict management life cycle illustrate?
the "Big Picture" of how to manage conflict
What are the 4 phases of the conflict management Life Cycle?
1. Proactiv
2. Strategic
3. Reactiv
4. Recovery

**PSRR**
What is the 1st phase of the conflict management life cycle?

What does it do?

What are the 4 sub-points?
-Proactiv

-Prevents conflict from arising

1Environmental Scanning
2Issues Tracking
3Issues Management
4Crisis Planning
What is:
-Environmental Scanning
-Issues Tracking
-Issues Management
-Crisis Planning
-Constant reading, listening, watching of current affairs (Trade Publications)

-As new issues emerge, it becomes more focused & systematic through blog monitoring, news story scanning.

- Organization makes behavioral changes or creates strategic plans to address emerging issues

-Preparation for the worst
What is the 2nd phase of the Conflict Management Life Cycle?

What does it do?

What are it's 3 sub-points?
-Strategic Phase

-Emerging conflict is identified & needs action

1Risk Communication
2Conflict Positioning Strategies
3Crisis Management Plan
What is:
Risk Communication
Conflict Positioning Strategies
Crisis Management Plan
-Preparation--> precedes the crisis, linked with Public Health and Safety - hurricane routes, flu epidemic

-Enables the organization to position itself favorably in anticipation of actions --> Ligation, Boycotts.

-During and After a crisis - tying to contain the crisis
What is the 3rd Phase of the Conflict Management Life Cycle?

What does it do?

What are the 3 sub-points?
-Reactiv Phase
-Must react when conflict reaches a critical level of impact

1Crisis Communication
2Ligation PR
3Conflict Resolution
What is:
Crisis Communication
Ligation PR
Conflict Resolution
-24/7 efforts to meet needs of publics- disaster victims, employees, government officials &media

- used as a communication device

- when conflict has emerged but not careening out of control --> used for heated conflicts//Often most intractable conflicts end up in court
What is the 4th Phase of the Conflict Management Life Cycle?

What does it do?

What are it's 2 sub-ponits?
- Recovery Phase

- Strategies are employed aftermath to bolster/repair reputation--> conducts systematic research to learn the state of the organizations reputation//They acknowledge the crisis, and try to shift it as they occur

1Reputation Management
2Image Resolution
What is:
Reputation Management
Image Resolution
-conductnig systematic research to learn the state of the organization's reputation & taking steps to improve it.

- When damage is extreme this can help, provided the organization is willing to change.
While managing the Life Cycle of a Conflict, what are the 4 systematic processes?
1. Issues Management
2. Strategic positioning and Risk Communication
3. Crisis Management
4. Reputation Management
What is the purpose of Issues Management?
To prevent/lower crisis
Issues management is the proactive approach to...
- Predict Problems
- Anticipate Threats
- Minimize Surprises
- Resolve Issues
- Prevent Crises

**PAM, RP**
"The best surprise is, _____ _______ ___ ____."
no surprise at all
- Holiday Inn
Strategic Positioning deals with ___________ efforts to position the organization favorably regarding __________ & __________.
communication

competition and conflict
Within Strategic Positioning, after the issue is identified, 1.
2.
3.
1. develop strategies to address
2. plan
3. evaluate outcome
What is an attempt to communicate risks to the public that impact health, safety, and the environment?
Risk Communication
What are the 5 variables Affecting Risk Perception?
1 Control
2. Complexity
3. Familiarity
4. Message Consistency
5. Consequences
Suzanna Zola's take on Risk Communication suggests:
1.
2.
3.
4.
5.
6.
7.
1. INITIATE DIALOG EARLY
2. Actively solicit & ID concerns
3. Recognize public as a legitimate partner
4. Address issues of concern
5. Anticipate & Prepare for hostility
6. Understand Media's needs
7. Always be Honest

**DAR, AAU, A**
When recognizing the public as a legitimate partner in the process of Rick Communication, what are you actually doing?
Finding out who the stakeholders are and how they can help you.
Crisis Management occurs once ______________________.
something bad has already happened.
What are the 5 examples of Crisis Communication?
1. Accidents
2. Terrorist Attacks
3. Disease Epidemics
4. Natural Disasters
5. Smoldering vs. Sudden
Most Crisis' are ____________.
Smoldering
What is Smoldering?
"I should have prepared/anticipated this."
Sudden Crisis' take a tole on the organization's ______________.
reputation
What are the 5 stages of Crisis Management?
1. Prevention
2. Preparation
3. Initial Response
4. Ongoing Responses
5. Learning
According to Coombs', how do various organizations respond to crises?
1. Attack the accuser
2. Denial
3. Excuse
4. Justification
5. Ingratiation
6. Corrective Action
7. Full Apology
Why is the Full Apology approach in Crisis Communication strategies used infrequently?
Because if you are in court and there is a full apology reported, that is automatic guilt.
What is the collective representation of an organizations past performance that describes the firms ability to deliver valued outcomes to multiple stakeholders?
Reputation
What are the 3 foundations of Reputation?
1. Economic Performance
2. Social Responsiveness
3. Ability to Deliver Valuable Outcomes to Stakeholders
What are the 11 ways to communicate with an audience during a crisis?
1. Spokesperson
2. Public 1st
3. Accessible - Facebook, Twitter
4. Responsibility- Accountability
5. Communicate w/ key Publics - ahead of time
6. Central Info Center
7. NO "no comment"
8. Honesty
9. Provide Info. Often
10. Monitor news coverage & the phone -watch trends
11. Familiar w/ medias needs
What are Image Restoration's 5 steps?
1. Denial
2. Evade Responsibility
3. Reduce Offensiveness
4. Corrective Action
5. Apology

**DERCA***
Conflict Management is like _________ all over again by starting once again with tasks such as ___________ scanning and ________ tracking.
deja vu

environmental, issues
Ethics goes by a value system in which the individual can determine what?
What is right and what is wrong
Ethics =
Your Values & PR practitioners as a unit
Some PR theorist have deemed Pure Advocacy as what?
unethical
The _______ _______ is operating within an assigned role.
Ethical Advocate
Ethical decisions are made based upon:
1. Public Interest
2. Interests of Employer/Client
3. Professional Organization Code of Ethics
4. PERSONAL VALUES - know who you are and the lines you will/will not cross.
What are the 3 Value Orientations?
1. Absolutist - no gray area
2. Existentialist - codes of conduct
3. Situationalist "Utilitarian" - least harm, most good
The PRSA's code of ethics includes 6 values, what are they?
1. Advocacy
2. Honesty
3. Expertise
4. Independence
5. Loyalty
6. Fairness

**FLEA, HIL**
The PRSA's code of ethics includes 6 Provisions, what are they?
1. Free flow of info
2. Competition
3. Disclosure of info
4. Safeguarding confidence
5. Conflicts of Interest --> agency issue
6. Enhancing Profession

** SEC, FDC**
Which 2 organizations set the standards and ethical behavior of the public relations profession?
PRSA & IABC
Ethics in Public Relations begins with ___________ and is directly related to his/her own _________ ________ as well as to the good of society.
The Individual
value system
When do you dissent with a management decision?
10% said they would not
- "I can't/ I won't do that"
How do you dissent with a management decision?
Confront management aggressively and assertively
--use facts selectively
--build collations with other publications
Achieving _______ is the aim for most practitioners, and it can be earned only through highly professional and ethical behavior.
TRUST
________ ________ undermines the relationship between public relations professionals and the media.
Gift Giving
Another issue when dealing with the media is ___________.
Transparency
Transparency means that you should :
be upfront about where the information is coming from and identify the source.
Name 2 Ethical Dilemmas.
1. When do you tell a client "No"?
2. What are you willing to do for a client?
Often times Ethical and ________ _______ go hand-in-hand.
legal dilemmas
What 3 things do PR professionals deal with when it comes to legal dilemmas?
1. Copyright
2. Privacy
3. Liability

**CPL**
Public Relations professionals must be familiar with which 2 concepts?
1. Libel
2. Slander
What is Libel?
WRITTEN falsehood
What is Slander?
SPOKEN falsehood
What are the 4 requirements for filing a Libel Suit?
1. False Statement
2. Identified/able
3. Actual Injury - financial, repetitional, mental
suffering
4. Negligence

**FANI**
Protection by the _______________ is important for communications.
1st Amendment
The 1st Amendment protects:
1. Political Speech
2. Social Comment - critical by gov'nt
3. Cartoons - make political statements
4. Some Books - Obscenity not covered
5. Some Symbolic Speech - flag burning = not
protected, protestors @ funeral = protected


**PSC, SS**
The 1st Amendment DOES NOT PROTECT:
1. Fighting Words - personally abusive, provoke
response
2. Obscenity - based on community values
-appeal to public interest, offensive depiction,
lack artistic/political value
3. Some Symbolic Acts
-flag burning not protected
PR and the 1st Amendment act on:
1. Commercial Speech- moving product forward

2. Corporate political speech in candidate elections
- base to make public comment on public content

3. Corporate political speech in referenda and polit.
issues -- donating money

**S, E, R/PI**
What are the 4 elements of Corporate Political Speech in Candidate Elections?
1. Community Transaction
2. Advertisement
3. References Product/Service
4. Economic Motive
What are 2 things that cause Legal Issues?
1. Conspiracy
- accurate and thoughtful

2. Defamation
- voluntarily displaying product for public
consumption; open for fair comment
Who are Public Figures?
1. Run for Office
2. CEO
3. Major Entertainers
4. Corporations
________ ________ lose a huge amount of their protection from Libel and Slander.
Public Figures
It is more difficult for Public Figures to prove _______.
Libel
What is required for Product Publicity and Advertising?
Written permission required!
-photos/video
What are the 4 characteristics of Employee Free Speech?
1. Freedom of Expression
2. Privacy
3. Whistle-Blowing
- leaking info to a regulatory body
4. Limit of expressing opinions w/ corporate enviro.
What is another name for a Permission Form?
Biographic Form
What is the protection of creative work from unauthorized use?
Copyright Law
-creative work: press release, speech, Ad, music
-corporate= Life of creator + 95 years
-regular= Life of creator + 70 years
Creative work must be _______ &/or _________in order for the Copyright law to take place.
tangible &/or Recorded/Kept
TRUE or FALSE

Registration is NOT required.
TRUE
How does one provide Full Protection for their creative work?
Register it, within 3 months of creation.
Provide 2 copies of manuscript, recording, or artwork w/ Copyright Office in the Library of Congress.
_____ _____ allows partial use of copyrighted material with attribution.
Fair Use
-you can quote directly, must be brief, MUST BE CITED
__________ is required if used in advertisements or promotional items.
Permission
_________ & Commercial Photographers retain ownership of their work.
Freelance
What is a registered word, symbol, or slogan used singly or in combination that identifies a product's origin?
Trademark
The protection of Trademarks:
1. Always Capitalized
2. Never Used As Nouns
What is the downside for a corporation whose trademark becomes too commonly used?
Trademark Infringement
What is the unauthorized use of a well-known entertainer, pro athlete, and other public figures in an organization's publicity and advertising materials?
Misappropriation of Personality
What are some examples of Regulatory Agencies?
1. FTC- monitors food
2. SEC- require timely disclosure w/ anything that has
potential to move stock price
- IPO rules= pre-period, quite period
3. FDA - monitors ads for prescription drugs
4. Bureau of Alcohol, Tobacco, & FIrearms
5. FCC
Plant Tours and Open Houses require what?
detailed planning by PR staff to guarantee safety & comfort of visitors.
Considerations for Liability of Sponsored Events are:
1. Logistics
2. Work Disruptions
3. Safety
4. Staffing

**LWSS**
A cooperative relationship must exist between ______ __________ personnel and _______ _______.
Public Relations and Legal Counsel
When working with Lawyers, PR Professionals should:
- dont be territorial
- dont feed opposing side ammo
- inform the legal team of the power of Public Opinion
What is the Nature of Public Relations Audiences?
1. Diversity
2. Expanding International Audiences
3. Use of Technology
4. Visual Orientation
5. Support for Single Issues
6. Emphasis on Personality/Celebrity
7. Distrust of Authority

**VUES, DED**
What are the 4 Target and Emerging Audiences?
1. Age-Based Audiences
2. Gender/Lifestyle Audiences
3. Ethnic Audiences
4. Global Audiences

*AGE, G**
Within the Age Group Audiences, what are the 3 sub-points?
1. Youth
2. Baby Boomers
3. Seniors
The Youth Market consists of 2 Generations:
1. Generation Y
- "E-Generation"
- "Millennial's"
- value: relationships, trust, savvy shoppers,

2. Generation X
- 1965-1980
- independent, tech savvy, resourceful
Baby Boomers tend to define themselves by:
-their profession
-well educated, take pride in accomplishment
-?authority
-competitive
-appreciate leisure time
-retire later than parents
-devoted to one job

(1946-1964)
"work hard, play hard"
Seniors tend to be:
-less easily convinced
-active voters, newspaper/magazine readers
-volunteers
-health conscious
-savings eroded in '08

-->traditional media/ non-profits, upsurge in age 65 and up
Groups like LGBT, women, and religious groups are all examples of:
Gender/Lifestyle Audiences
Women within the Gender/Lifestyle Audiences tend to:
-significant buying power/ personal finance worth is
increasing
-opinion leaders
-"multi-minded" > Ketchum: women balance roles
The LGBT Community is defined as:
an emerging demographic and lifestyle group
-support brands that reflect their views
-Nuanced Messaging
-$750 billion a year = spending power
-26% of gay households earn 90,000 a year
Religious groups are ________ in market and _______ _______.
market

political power
Ethically Diverse Audiences are growing _____ times faster that the general population.
5
Hispanics are the ______ _______ ethnic group in the US.

Hispanics are ___________ regular uses of social media.

______ the most out of any race.

_____ &_____ are important medias to reach.
fastest growing

Text

Radio and TV

--Mobile Media Adopters
African Americans _______ _______ will rise to 1.1 trillion in 2015.
-buying power

-rise in affluent African Americans
-urban market
-use most voice minutes

>luxury brands, Mobile Media Adopters
What are 2 challenges for Global Audiences?
1. Language and Cultural difference
2. Unique aspects of the local, political, economic, and
Industrial structure
What are 5 ways you can Match the Audience with the Media?
1. Print for detail & contemplation
2. Radio & Video for flexibility & specific targets
3. TV = emotional impact
4. Online Media = customized info of target audience
5. Social Media for reaching diverse audiences
What is the difference between "News that Happens", and "News that is Created"?
News that "Happens"= not intentional
-airplanes collide
-School Shooting
News that is "Created"= trying to get attention +/-
-Activist groups
-Seaworld
20 Ways to Create News
1. Tie-In w/ News Events 11. Trip
2. Poll/Survey 12. Award
3. Report 13. Contest
4. Interview w/ celeb 14. Announce Names
5. Speech 15. Special Event
6. Election 16. Local use surveys
7. Anniversary Party 17. Tour
8. Analysis/Prediction 18. Inspect Project
9. Summary of Facts 19. Debate
10. Tie In w/ Holiday 20. Protest
By Issuing a Report to create news, that was based on ____________'s __________ barometer.
Edleman's Trust Barometer
What are 6 facts about Media Relations?
1. Media are Busy
2. Editors are proud of independence
3. Trust is earned, easily destroyed
4. Informing media & public is important work
5. Assume stories are judged on merit
6. Continue serving after story is accepted
What are the 10 Commandments of Media Relations?
1. Deadlines
2. Publishing Schedules
3. Resources?
4. Correct written format
5. Technology Preference?
6. Be Accessinle
7. Anticipate their needs
8. Maintain your credibility
9. Be Genuine
10. Know they Media- names, beats, schedules

**DPR?, CTBa, AMBg, K**
When attempting to communicate, you should remember to:
1. gain attention
2. put together understandable message
3. be credible
4. practice creative repetition
5. suggest action

**AMC, RA**
attention, message, credible, repetition, action
What makes a good story?
NEWS ELEMENTS
What are 7 ways to make a good News Story?
1. Proximity- co-pitching, relevant how?
2. Consequences/Impact
3. Conflict- Orcas at Seaworld
4. Timeliness*- not timely?NOT news
5. Prominence- used with celebrities
6. Novelty/Irony- Animal Stories
7. Current Events

**PCC, TPN, C**
What are 4 Opportunities in Print?
1. General Interest
-GQ, AARP
2. Specific Interest
-Golf, Guns, Needlepoint
3. Trade Journals
-industry wide--aviation journals
4. Professional Journals
-PRSA strategies
What are the 4 Strengths & Characteristics of Print?
1. Info-Seeking Elite
2. Permanent/lasting record-- ppl keep magz clippings
3. Mobile- easy to take with you
4. Most Credible
What are the 2 cons of Print?
1. Slow- weekly
2. Environmental Issues
The _______ ________ is the most commonly used Public Relations tactic.
News Release
"Press Release"
News Releases are the key to ________ for a large percentage of _________ article.
sources

newspaper
News Releases are the ____________ of information to the Mass Media
dissemination
How do you know it is the right time for a News Release?
1. Key messages?

2. Primary audience? - Which gatekeeper?

3. Target audience gains what?

4. Objective served was?- whats good for the organiz?
The Content of News Releases Should Include:
1. lead paragraph - primary point
2. inverted pyramid - important=top
3. journalistic style - 5 W's
Multimedia News Releases should:
1. include links
2. keywords in headline
3. distribute through service that carries hyperlinks
4. not too many links
5. high res MM-easily downloaded
6. be selective

**LKD, NHS**
Publicity photos often accompany ______ ______ to make the story more appealing.
news releases
-draw attention
Make your photos appealing to the gatekeeper and consider:
1. Quality
2. Subject
3. Composition
4. Context
5. Action
6. Scale
7. Resolution

**SCCARS, Q**
What are memos to let the press know about something they may want to cover?
Media Advisories or "Alerts"
Media Advisories should be:
1. Single page
2. Bulleted
3. Info about Event opportunities
4. NOT a press conference, just "somethings gonna
happen, might be news worthy, want to join?"
______ ______ are short notes/letters sent to journalists to draw their attention to a story.
Pitch Letters
-persuasive!
A typical one-page advisory might contain the following:
1. one-line headline
2. brief outlining paragraph
3. answers to some W's/H questions
4. short paragraph of contact info
Fact sheets provide ______ ______ and background.
more detail
Fact Sheets should include:
-5 W's/H
-Pertinent info about organization and its products
-statements
Media Kits contain:
1. News Release
2. News Feature
3. Fact Sheet
4. Background
5. Graphics
6. Executive Bios
7. Basic Contact Info
Media Kits, aka "Press Kits", are often in _______ format.
digital
During interviews with journalists and News Conferences, people are ______ for interviews.
trained
-over lunch
-informal
-formal: hire someone to grill them
News Conferences contain:
1. Two-Way Communication
2. Different types of news conferences
What is the advantage of News Releases?
avoids time consuming task
-but this opens up the person presented the info to direct and potentially agonistic questioning.
A Public Relations practitioner typically ________ a news conference.
manages
When planning & conducting a News Conference, do not call a conference for _________ news.
routine
News Conferences should be held only when:
there is news that requires elaboration and clarification
What is a social gathering that ends with a pitch?
Press Party
-networking & entertaining journalists
-info available when they arrive
What are the 3 types of Media Tours?
1. Junket- media trip
-editors/reporters invited to inspect company's
manufacturing facilities in several cities.

2. Familiarization- fam trip
-linked w/ tourism industry
-travel articles

3. Executives travel to key cities to talk face-to-face
with selected editors.
-Interpersonal
Audio News Releases (ANR) contains 2 forms:
1. Actuality- someone with good radio voice reads the
entire announcement; reader is un-ID'd

2. Sound Bite- announcer reads release, includes
quote from satisfied customer/spokesp.
-no longer than 60 secs
What is the most common and effective approach to send the radio station a recording of a news announcement?
Sound Bite
-announcer and quote
What is a PSA?
Public Service Announcement
-unpaid announcement promoting programs of government/voluntary agencies that serve the public interest.
-health issues, upcoming civic events
-60, 30, 20, 15, or 10 in length
-send variety to radio station to allow flexibility
TRUE or FALSE

PSAs are non-profit.
TRUE
The Video News Releases are:
-produced in format that TV stations can easily use/edit

-expensive

-have great potential to reach large audience
TRUE or FALSE

VNRs are controversial.
TRUE
-short segmented Q/A
What are a series of pre-booked, 1-on-1 interviews from a fixed location via satellite with a series of TV journalists/talk show hosts?
Satellite Media Tours (SMT)
When an organization's spokesperson is being interviewed from a central location by journalists across the country, this is an example of...
Radio Media Tours (RMTs)
-informal
What are the strengths & characteristics of Radio?
1. best medium for urgent messages
2. flexible
3. mobile
4. low cost
AM=________
FM=________
general interest

specific interest
What is the best medium for urgent messages?
Radio
What are the 4 approaches of local TV:
1. news release
2. media alert
3. phone/text/e-mail
4. VNR

**Nr, Ma, P, VNR**
What are the strengths & characteristics of TV?
1. 1,500 broadcasting stations
2. avg family watches 7 hours a day
3. 56 million homes wired with cable
-niche networks
-LIVE!
Personal Appearances give the chance of ______ & _____ opportunities when booking guests.
audio & video
When booking a guess they must:
- have an appealing personality
- be knowledgeable
- give short, concise answers
What is the advantage of Talk Shows?
- listeners get to hear and see the spokesperson without the filter of journalists, and longer on the air.
What are 2 product placements?
1. Plugs
2. Using Products in films & in TV
What is a "Plug"?
product placement in movies negotiated by the publicists and talent agencies.
-Apple in 30% #1 movies in '10
Peter Sandman talked about:
Risk Communication
What was Sandman's formula?
Risk= Hazard + Outrage
What is the correlation between Hazard & Outrage?
0.2
What is Outrage?
Terror & Anger = emotionally upset
What is the correlation between Outrage and Perceived Hazard?
0.7
Outrage --> Hazard = _______

Hazard --> Outrage = ______
high

low
________ is the engine of Hazard Perception.
Outrage
What are the 3 levels in Risk Management?
1. Precaution Advisory
2. Outrage Management
3. Crisis Communication
What is Precaution Advisory?
low Outrage
high Hazard
Precaution Advisory is trying to increase __________.
outrage
What is the slogan that goes along with Precaution Advisory?
"Watch out, this could kill you!"
Precaution Advisories should be:
1. short (minutes)
2. interesting
3. stay on msg

**SIS**
What is Outrage Management?
low Hazard
high Outrage
Outrage Management is trying to:
reduce Outrage
-apologizing
-acknowledge current problems
What is the goal of Outrage Management?
"calm down"
An Outrage Management should be:
1. lengthy (hours)
2. boring in the future to diminish concern/interest
3. audience wants to vent, eventually they want you to
talk- you have to listen actively first.
-once you get to talk, first reiterate what you
"learned....is this correct?"
What is Crisis Communication?
high Hazard
high Outrage
What is the slogan that goes along with Crisis Communication?
"We will get through this together"
What is Cognitive Dissonance?
When you focus on the unlikeliness and the public focuses on the hazards.
Which tactic of Risk Management is most profitable?
Outrage Management