Crisis COM Test #1

Question 1

What are the three characteristics separating crisis from other unpleasant occurrences?

Answer 1

1) Surprise
2) Threat
3) Short Response Time

Question 2

What are the 5 key components of a working def of ORG crisis?

Answer 2

1) Unexpected
2) Nonroutine
3) Produces uncertainty
4) Creates opportunities
5) Threat to image, reputation, or high-priority goals

Question 3

What does it mean if a ORG crisis is unexpected?

Answer 3

An event comes as a surprise. This surprise may be something for which the ORG couldn’t have anticipated or planned.

Question 4

What does it mean if a ORG crisis is nonroutine?

Answer 4

Problems occur daily in nearly all organizations. To account for these problems, ORD engage in routine procedures. Crisis require unique and often extreme measures.

Question 5

What does it mean if a ORG crisis produces uncertainty?

Answer 5

They are unexpected and beyond the routine actions of ORG, crises produce tremendous uncertainty. Efforts to reduce uncertainty may continue for months after.

Question 6

What does it mean if a ORG crisis creates opportunity?

Answer 6

Creates opportunity that may not be available during normal business opportunities. Crisis creates opportunities to learn, make strategic changes, grow, and develop new competitive advantages.

Question 7

What does it mean if a ORG crisis is a threat to image, reputation, or high-priority goals?

Answer 7

Produces an intense level of threat to the organization and its affiliates. This threat is often described as damage to the image or reputation of an ORG.

Question 8

What are the 7 types of intentional crises?

Answer 8

1) Terrorism
2) Sabotage
3) Workplace Violence
4) Poor Employee Relationships
5) Poor Risk Management
6) Hostile Takeovers
7) Unethical Leadership

Question 9

What are the 5 types of unintentional crises?

Answer 9

1) Natural Disasters
2) Disease Outbreaks
3) Unforeseeable Technical Interactions
4) Product Failure
5) Downturns in the Economy

Question 10

What are the three media theories contributing to the understanding of Crisis COM?

Answer 10

1) News Framing
2) Focusing Events
3) News Diffusion

Question 11

What does news framing emphasize?

Answer 11

The degree to which the crisis is framed positively or negatively

Question 12

What does news framing focus on?

Answer 12

News Reporting

Question 13

What does news framing feature?

Answer 13

Messages by both the media and ORG (often contrasting) designed to frame the crisis

Question 14

What does focusing events emphasize?

Answer 14

Policy decisions made in response to crisis events

Question 15

What does focusing events focus on?

Answer 15

Policy debates that are played out publicly

Question 16

What does focusing events feature?

Answer 16

Determining blame, likelihood of similar crises in the future and lessons learned

Question 17

What does new diffusion emphasize?

Answer 17

The distribution of info in response to crises

Question 18

What does new diffusion focus on?

Answer 18

The speed and accuracy of messages shared

Question 19

What does new diffusion feature?

Answer 19

The diverse means through which people receive info and the resilience of those sources during crises

Question 20

What are the 4 theories of crisis com?

Answer 20

• Corporate apologia
• Image Repair Theory
• Situational Crisis COM Theory
• ORG renewal theory

Question 21

What is corporate apologia?

Answer 21

Emphasize: managing the threat created by a persuasive attack against an ORG
Focuses: An apology for wrongdoing
Features: Com strategies for the apolgy

Question 22

What is Image repair theory?

Answer 22

Emphasize: Repairing the threat to the image of the accused
Focuses: Accounting for ORG actions that caused the crisis
Features: COM strategies for managing the account

Question 23

What is situational crisis communication theory?

Answer 23

Emphasize: lowering crisis attributions of responsibility for the crisis
Focuses: on determining COM based on the type of crisis and the ORG’s reputation assets
Features: flow-chart decision-making process for using crisis response strategies to influence stakeholder perceptions or attributions of responsibility

Question 24

What is organizational renewal theory?

Answer 24

Emphasize: opportunities to learn and grow from the crisis
Focuses: on creating opportunities inherent to crisis events
Features: broad leadership and ORG COM guidelines, emphasizing strong positive values, an optimistic forward-looking perspective and learning to overcome crisis.