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20 Cards in this Set
- Front
- Back
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any incident that poses a major threat to the well being of your organization
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crisis
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if it's new then it's probably
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news
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What is the crises process?
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shock, defensiveness/anger, withdrawl, adaptation, change.
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disbelief
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shock ex. challnger, 9/11
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ex of defensivness/anger
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many people felt anger towards arabs after 9/11
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the idea that if you ignore it, it will go away.
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withdrawl
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eventually you adapt to the idea that the problem needs to be addressed. This step varies in time.
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adaptation
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you address the problem. it will not be back to normal, but it is able to be dealt with.
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change
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what are some common ramifications of crises
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stock devalued, loss of confidence, loss of public trus, costly legal fees, possible politics intervention.
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example of loss of confidence
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glass was found in gerber baby food. their response was do nothing. lost 65 % of their market share
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Things happening right now, usually with no warning. ie Sars, challenger
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immediate crisis
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a crisis that you know is coming in the future, but has not yet arrived. ie. civil unrest in Iran, litigation in the spirits industry
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emerging crisis
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a crisis that won't go away. Aids, tobacco companies, middle east conflict.
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sustained crisis
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when communiacting during a crisis do not
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speculate the cause of it
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when the press tries to ask questions about a crisis (how many fish were killed) always anwer that
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you aren't sure and that you will be back with the exact facts
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when communicating during a crisis make your point and
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repeat it often
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when communicating during a crisis establish your self as
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the most authoritative source (ceo) and stay on record
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if you want someone to hear something, you must tell them
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9 times
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what are some characteristics of the press
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young (cheaper), inexperienced, may not be trained in journalism, don't understand industry/organiztion and how it works, skeptical of any pr effort
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Why are journalists skeptical of any pr effort?
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they think pr people are always trying to work at an angle, pr people do not have to answer to the press, think they are being conditioned
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