Week 13 - Crisis Communication

Question 1

Establishing and maintaining positive relations with the _____ is essential to shaping ______ __________ as part of the overall crisis management strategy

Answer 1

Media, Public Perception

Question 2

When is the best time(s) to attempt to develop a positive relationship and to build trust with the media and the public?

Answer 2

Before a crisis occurs and during normal operational liaison

Question 3

What is essential for maintaining and repairing damage to an organization’s reputation?

Answer 3

Effective Communication

Question 4

True or False - Crisis Communication as a function should be thoroughly integrated and linked with other BCCM functions.

Answer 4

TRUE

Question 5

True or False - A crisis communication as a function plan should not be developed, tested, maintained, and integrated, with the same rigour, emphasis, and level of commitment as other operational and functional contingency plans.

Answer 5

FALSE - It SHOULD be

Question 6

What are some other considerations for developing a crisis communication plan?

Answer 6

• Identify a spokesperson(s) and provide materials, training, and backup
• Arrange for specialists who can provide expert testimony concerning the situation and the technology
• Designate a CMT with a leader, communications plan, and access to necessary consultants.

Question 7

What should you determine from the media for a crisis communication plan?

Answer 7

• Their contacts
• Phone numbers
• Deadlines
• Reporting History
• Potential Bias

Question 8

What is the fundamental mission for crisis managers?

Answer 8

To prevent loss of control when a crisis arises, and when and where possible, regain control when loss of control happens.

Question 9

Whose issues comes first?

Answer 9

Peoples

Question 10

Initial response and communication create what that is generally lasting?

Answer 10

First Impression

Question 11

What should initial response and communication express?

Answer 11

Genuine concern for the safety and well-being of all affected

Question 12

What is the ‘lifeblood’ for managing a crisis that is very difficult to obtain?

Answer 12

Timely, accurate information.

Question 13

Besides “timely” and “accurate” what other descriptors could you add? (3)

Answer 13

Valid, Organised, and prioritized

Question 14

While rapid response is essential, what might skew decisions?

Answer 14

Media pressure

Question 15

The CMT requires the support of who or what to assist in conducting crisis communication?

Answer 15

professional public relations personnel (internal and external to the organization)

Question 16

True or False - Crisis Management does not require a team approach.

Answer 16

FALSE - It DOES require a team approach

Question 17

What dictates the level of the executive who responds?

Answer 17

The magnitude

Question 18

What is necessary to establish, enhance, protect, and restore an organisation’s reputation?

Answer 18

Effective Communication

Question 19

True or False - Facts alone win arguments

Answer 19

FALSE - Facts alone DO NOT win arguments, PERCEPTIONS do.

Question 20

In order to communicate effectively both in times of normal operations and in crises, organizations must adequately consider what?

Answer 20

The perception of their constituents (internal, external, and the media) and structure their communication strategy and actions accordingly

Question 21

What are the two important implications of social media for crisis management?

Answer 21

News travels faster and farther

Question 22

What do Crisis Managers need to understand about social media? (2)

Answer 22

The ways that social media can support crisis management efforts and the ways it can make a crisis worse