final Flashcards
(126 cards)
1
Q
what type of donuts were sent to wisconsin cops? why?
A
coconut; a UW fan sent them after being kicked out of the game for trying to enter his unassigned area
2
Q
which airline lost the luggage and prosthetic leg of a boston marathon survivor?
A
american airlines
3
Q
which holiday gift is exploding and causing fires
A
the hover boards
4
Q
where did the planned parenthood shooting occur? how? why?
A
colorado springs, colorado 80995 (in canada write to, vancouver bc, box 9800, v6b 4g3); ‘baby warrior’ who killed 3 people in opposition to safe + legal abortion
5
Q
what city flooded twitter with cat pictures while police were searching for terrorists?
A
brussels, belgium
6
Q
what is the need for orientation theory?
A
-people with less information will be more prone to believe whatever they hear. -the less people know about a topic, the more they’re interested in finding out, the more influence the media have on their perception.
7
Q
when preparing a standby statement, why should you prepare for the worst?
A
because it is easier to scale back than it is to escalate
8
Q
how many bullet points should your standby statement include?
A
10-20
9
Q
when do you react to a rumor?
A
when it begins to affect the bottom line
10
Q
how do rumors arise?
A
they arise from uncertainty, absence of context and concrete information, and those affected understand its significance
11
Q
what are 2 factors that influence a rumor?
A
* its importance to the listener * its ambiguity (the less people know, the more powerful the rumor)
12
Q
what happens if TeleOrg responds to rumors of merger within the first 45 minutes? what can they expect from the media?
A
the organization has the most influence on a story’s outcome. at least 6 hours of negative coverage
13
Q
what happens if TeleOrg doesn’t respond to rumors of a merger for 3 days?
A
it can expect ~2 weeks or (21 days?) of negative coverage
14
Q
what happens if TeleOrg doesn’t appropriately respond to rumors of a merger for 2 weeks?
A
news cycle includes weekly and bimonthly magazines, industry trade and sunday morning talk shows.
15
Q
what is the end result of the priming?
A
to make certain aspects of an issue more prominent/influential and to guide people’s judgment of issues, people, and events
16
Q
according to the situational crisis communication theory, what are the 3 responsibilities it suggests during crisis?
A
- initial crisis responsibility 2. crisis history responsibility (has the company had past similar experiences?)3. relational reputational responsibility (how well a company is perceived by stakeholders)
17
Q
according to the situational crisis communication theory, what will people do in the event of crisis?
A
they look to find causes, or make attribution for different events. responsibility is attributed and reaction, emotional
18
Q
what is the key to determining the most effective strategic crisis response?
A
understanding the crisis situation and the amount of reputational threat it poses
19
Q
TeleOrg is in some shit again. Rumors have been flying that one of the products produced by their subsidiary, PeachFuzz, Co., is responsible for leading to the deaths of 5 industrial workers. If TeleOrg chooses to say nothing, what is the likely outcome?
A
they are hoping that something else dominates the news. if the media is interested, TeleOrg and PeachFuzz are the top story for months and any clients have been taken over by competitors. likely to go before congress. this is the worst case scenario.
20
Q
TeleOrg is in some shit again. Rumors have been flying that one of the products produced by their subsidiary, PeachFuzz, Co., is responsible for leading to the deaths of 5 industrial workers. If TeleOrg chooses to release a little bit of information, what is the likely outcome?
A
if nothing else is released, then the media is going to start digging, searching for an employee who will talk. if documents appear that TeleOrg should or could have known that what it was doing was wrong, then the organization is going to see a class-action suit for millions, maybe billions. this is the 2nd worst case scenario.
21
Q
TeleOrg is in some shit again. Rumors have been flying that one of the products produced by their subsidiary, PeachFuzz, Co., is responsible for leading to the deaths of 5 industrial workers. If TeleOrg chooses to release all information, what is the likely outcome?
A
TeleOrg will take a PR and consumer confidence hit and will be in the news for days, maybe weeks. the company’s forthrightness may eventually draw praise and consumers could eventually regain trust in TeleOrg for its honesty. this is the best case scenario.
22
Q
what is the risk you take with crisis communications?
A
there is no scenario where an organization will walk away unscathed; there is no ‘no effect’ scenario. usually, you’re choosing between the lesser of all evils.
23
Q
why are rumors particularly challenging?
A
it’s hard to figure out where a rumor started, where it might end, and how it’s building momentum.
24
Q
according to doorley and garcia, the circulation of rumors is what?
A
a challenge facing almost every organization in a crisis.
25
what happens when rumors hit the media? what theory does this support?
they are formalized and seen as accurate rendering of reality. this supports the need for orientation theory.
26
according to doorley and garcia, what does controlling a rumor require?
it requires understanding the psychological and sociological factors that drive people to listen to, pass along, and believe rumors
27
what is one of the defining elements of rumors, according to doorley and garcia? what processes do rumors change through?
they are not static, changing through the processes of leveling, sharpening, and assimilation.
28
what happens as a rumor travels?
it grows shorter, more concise, and more easily told. more and more original details are leveled out fewer words are used and fewer items are mentioned.
29
what does the sharpening of a rumor refer to?
the selective perception, retention, and reporting of a few details from the originally larger context
30
what does the assimilation of a rumor refer to?
when the habits, interests, and sentiments existing in the reader's mind affects a rumor
31
according to doorley and garcia, how do some people see the retelling of a rumor?
as a status-enhancing activity; the importance of the teller is magnified
32
why is it counterproductive for management teams to ignore the rumor mill in the event of a crisis and its effects (4) on the stakeholders?
can result in reduced demand for products, decline in stock, neg. media coverage, and increased regulatory scrutiny
33
why is it counterproductive for management teams to ignore the rumor mill in the event of a crisis and its effects (3) on employees?
can result in significant distraction, reduced productivity, and the transmission of even more damaging rumors.
34
how can one control a rumor if it's true, according to doorley and garcia?
diminish the importance assigned to the rumor
35
how can one control a rumor if it's false, according to doorley and garcia?
eliminate the ambiguity around the factual basis of the rumor.
36
according to dilenschneider, what are the two breeding grounds for rumor?
lack of information and perceived evasiveness
37
what must a crisis response plan include?
the message to be communicated
38
is the media your friend or foe?
media aren’t your friends, but they aren’t your enemies either
39
which tylenol product was affected? what poison was used?
extra strength tylenol; potassium cyanide
40
what were the 2 actions that johnson & johnson took that were rare?
it investigated itself and found wrongdoing; and it was proactive in investigation itself and surpassing regulatory efforts (took own product off shelves and took own non mandatory measures to protect consumers)
41
who was responsible for lacing tylenol products?
no one was ever indicted
42
what strategies are best in times of crises? which strategies should be avoided?
proactive and reactive strategies; avoid defensive ones
43
what does it mean to 'flood the zone?' what does it accomplish?
flooding the zone means providing detailed information and analysis that serve to address questions and concerns before they're raised; it is a strategy to prevent rumors.
44
according to dilenschneider, how does an organization maintain message control in a crisis?
by gathering and releasing the facts as quickly and completely as possible
45
how many cars has toyota recalled since 2010?
6.5 million
46
what was the greatest cause for resurgence of the confederate flag?
desegregation
47
how did volkswagen take corrective action and mortify themselves?
1. set aside 7.2 bil or 6.5 in euros; apologized, recalled 488,000 cars
48
what vehicles did volkswagen recall?
4 cylinder VWs and 4 cycle autos
49
what restoration strategies did volkswagen employ?
mortification, corrective action, compensation
50
what percent of stock prices did VW lose in one day?
17%
51
what is agenda setting?
the more the media covers a topic, the more likely you are going to know about it
52
according to agenda setting, what is the importance of an issue related to?
the amount of coverage given to it
53
two issues are populating discourse in america news channels. one is about the recent escape of puppies from a local pound who have been running into homes and cheering up people's spirits. the other is about a terrorist attack in france. if the news is repeatedly reporting on the terrorist attack, according to the agenda setting theory, which are you going to find more important? why?
the terrorist attack BECAUSE it was given more coverage, making it seem more important
54
what is the framing theory?
subtle differences in how the media report a topic can influence who people believe is responsible for social consequences
55
what cues impact the salience of stories according to framing theory?
racial cues in stories make race more salient int he minds of audiences
56
what is thematic framing?
puts an issue into context explaining the factors that lead to an event occurring
57
what is episodic framing?
one shot isolated event coverage; simply covers an event without context as an isolated phenomenon
58
how do the results thematic framing differ from episodic?
thematic framing makes people believe that society and extraneous factors are to blame for an issue and that an external factor can be found while episodic results in people believing that the individual is responsible for a problem and can bring about a solution
59
which frame are most low-income individuals and poc covered positioned in?
episodic
60
if serai alabidi stole a hundred dollars from her local convenience store and the news presented her as a struggling single mother who was in need of the money, what framing technique is being used?
thematic
61
if serai alabidi stole a hundred dollars from her local convenience store and the news focused on the crime in a low-income, poc-dominated area, what framing technique is being used?
episodic
62
when dealing with an angry crowd, what is your task as a crisis communicator? what is your goal? why?
answer their questions; respond not react; reactionary people create headlines
63
what should you go into every press conference with? what should it include? what should you do if you're in the wrong?
a plan with 5-6 bullet points that you want to communicate that address the worst case scenario; apologize immediately and continually
64
how do you prepare to deal with angry people in a crisis?
1. find out what your client wants to communicate2. let your client know that lying is NOT an option3. limit the topic to the issue being discussed as best as possible
65
what is the only exception to a lying client?
if the crisis is government-related; you don't want to jeaporidize people's lives
66
what does spreading activation trigger?
related thoughts, emotions, reactions, and behaviors
67
what does spreading activation assert about the activation of angry thoughts?
the strength and ability for these angry thoughts to be activated increases with reputation; that is. the more frequently ticked off, the easier it is and the less time it takes for you to be ticked off in the future
68
what does the spreading activation theory assert about anger + priming?
that people who are primed with violent images and activities are more likely to have aggressive thoughts and behaviors
69
according to the spreading activation theory, what does watching violence lead to?
it leads to a priming of negative cognitive associations for viewers
70
what gender group tends to have more violent responses to priming?
men
71
according to the berkowitz readings, what does the media provide irt priming? what does that actually mean?
conditioned responses to semantically related stimuli; the media provide direction to people on how they should act when placed in a similar situation to characters on TV
72
according to the berkowitz readings, what do aggressive ideas in violent media prime? what does this heighten?
other semantically related thoughts, heightening the chances that viewers will have other aggressive ideas
73
how are heavy media users impacted by violent media?
they rehearse these scenes in their head, influencing how they think about the world and the people therein
74
what is asserted by the hypodermic needle theory? what theory is it equal to?
that media messages affect all people equally and they have a powerful influence on your perception; magic bullet theory
75
what does crisis decision theory predict? when is activated?
the actions people take (or choose not to take) in response to negative life or business events AFTER the crisis has occurred
76
what does the crisis decision theory address? what doesn't it address?
responses to negative events that have already occurred; proactive attempts to prevent the occurrences of negative events
77
what is the first step of cdt characterized by? what do people consider during this stage?
people seeking information in an attempt to understand the threat they face; past experiences, causes, and consequences to develop an understand of how to address the negative event
78
what sort of crises seem more severe, according to cdt?
crises that are likely to result in negative consequences
79
what sort of crises seem MOST severe, according to cdt?
events that have the potential to bring relatively serious consequences, especially in the court of public opinion
80
which events do people perceive having more severe consequences, according to cdt?
events that are highly self-relevant
81
according to cdt, what causes greater impact?
the more people potentially affected
82
according to cdt, what happens after people assess the severity of a negative event?
they consider how they could respond to the event; 'what can i do about this problem'
83
according to cdt, how are people likely to respond if negative outcomes are avoidable?
people are likely to consider action response actions
84
according to cdt, how are people likely to respond if negative outcomes are unavoidable?
people are likely to consider relatively passive response options
85
what are the 3 considerations cdt recommend one take into outcome for evaluation response outcomes?
1. required resources to engage in response options
2. direct consequences of the response in changing the event
3. indirect consequences of response
86
what is crisis decision theory similar to?
coping theories, esp. the transactional model of stress and coping and the self--regulation model of illness
87
what two factors limit the response options people consider? what stage of the cdt does this characterize?
controllability of outcomes and the feasibility of responses; second
88
what is the third stage of the cdt characterized by?
a consideration of the pros and cons of each generated response option before considering other response options
89
what is the need for orientation theory?
people with less information will be more prone to believe whatever they hear
90
CRS (COR)
* conservation-of-resources stress model
* asserts that stress is related
* loss of resources
* threat of resource loss
* when resources are invested without gain or return
91
recreancy
* the failure of leaders (specialized orgs, experts, etc) to responsibly perform the tasks they were entursted with
* a loss of institutional trust due to neglect or irresponsibility
92
vulnerability
* a dynamic, multidimensional process that is affected by your degree of exposure to stressors (e.g. social class, location, demographic)
93
risk perception
Perceptions of increased, uncontrolled risk contribute to chronic uncertainty, pose threats to ontological security, and add to anxiety and psychological stress
or in other words
when an organization fails to perform its tasks responsibly (related to recreancy), affected populations experience greater resource vulnerability--threatening livelihood-- and chronic uncertainty, contributing to anxiety and psychological stress.
94
perceived exposure to toxins; which of gill's theories does this tie into? how?
higher levels of exposure to toxins including perceived exposure contributes to increased levels of stress; vulnerability; exposure to environmental stressor that threatens resources
95
what was the main cause of the valuejet flight 592 crash?
* the plane was holding oxygen, resulting in its ignition and a fire in the main cabin
* this resulted in an electrical disturbance and ultimately complete electrical failure
96
why is the public perception of target greater than walmart? (3)
* size isn't everything; reputation is
* target prides itself on being a good corporate citizen
* wed to beliefs, can't admit wrongdoing
* walmart doesn't handle crises well, if at all
97
for malaysian airlines flight 370, which part was found on an island a year later?
Debris of a flap/part of a wing
98
what was the most likely explanation for the disappearance for malaysian airlines flight 370?
a. Two main systems on the 777 went out the same way but the backup systems should've kicked in so the plane (flight) failure was unlikely to happen.
b. Human involvement had to have taken place- 1st captain (who commands the plane) can tell a co-pilot to go back in the main area of the plane for any reason= 1st captain might have hijacked his/her own plane.
99
what is the 4-stage pattern of stage analysis, as determined by fishmann?
* prodromal phase
* acute crisis phase
* chronic crisis phase
* crisis resolution phase
100
prodromal (prelim) phase
A crisis looms on the horizon, and has the latent potential to become a serious problem. This stage continues until the crisis happens in reality. Managers should detect warning signs and ask pertinent what-if questions to assess the situation critically. "The water is boiling."
101
acute crisis phase
The stage you think of being particularly characteristic of a crisis: high-intensity, high-speed unfolding of events in an unpredictable way. The shortest stage often, but the most tolling. "The water has boiled over." Media involvement (almost for sure).
102
chronic crisis phase
"The long clean-up." The longest stage in actuality by most cases, this is the stage where it's attempted to correct, mitigate, or subdue a crisis. It requires the greatest resources. Analysis and opportunity to learn for the future. Government involvement potential.
103
crisis resolution phase
"Looking forward." Your crisis team turns their attention to the future horizon again and returns to the Prodromal/Preliminary Stage. Hopefully you have learned something about detecting or preventing potential crises.
104
# reverse
A crisis looms on the horizon, and has the latent potential to become a serious problem. This stage continues until the crisis happens in reality. Managers should detect warning signs and ask pertinent what-if questions to assess the situation critically. "The water is boiling."
prodromal (prelim) phase
105
# reverse
The stage you think of being particularly characteristic of a crisis: high-intensity, high-speed unfolding of events in an unpredictable way. The shortest stage often, but the most tolling. "The water has boiled over." Media involvement (almost for sure).
acute crisis phase
106
# reverse
"The long clean-up." The longest stage in actuality by most cases, this is the stage where it's attempted to correct, mitigate, or subdue a crisis. It requires the greatest resources. Analysis and opportunity to learn for the future. Government involvement potential.
chronic crisis phase
107
# reverse
"Looking forward." Your crisis team turns their attention to the future horizon again and returns to the Prodromal/Preliminary Stage. Hopefully you have learned something about detecting or preventing potential crises.
crisis resolution phase
108
what was the cause of the firestone tire faillure? vehicles affected?
1. Tire treads rip apart at highway speeds
2. radial plies- cords embedded in the rubber to hold the shape of the tire-failed
3. once one goes, almost no way to control car
ford explrer 91-00
109
what are the similarities between the firestone crisis and the ford crisis in 1978?
* steel radial tires resulting in tread separation at highway speeds
* ~250 people killed
* 6.5 and 7 million tire recall
* manufactured at decatur, il plant
110
oil spill disasters demonstrate which type of vulnerability?
dependence on environmental resources, physical location
111
what is the role of the communications professional?
to calm the public
112
what are the 3 aspects of the black criminal stereotype?
1. black suspects are more likely than similarly charged white suspects to be guilty
2. black suspects deserve stiffer punishments up to and including the death penalty
3. this stereotype can be activated by a short exposure to black people in handcuffs
113
# reverse
* conservation-of-resources stress model
* asserts that stress is related
* loss of resources
* threat of resource loss
* when resources are invested without gain or return
CRS (COR)
114
# reverse
* the failure of leaders (specialized orgs, experts, etc) to responsibly perform the tasks they were entursted with
* a loss of institutional trust due to neglect or irresponsibility
recreancy
115
# reverse
* a dynamic, multidimensional process that is affected by your degree of exposure to stressors (e.g. social class, location, demographic)
vulnerability
116
gatekeepers; makeup of team, knowledge
* the person/people who determine what does and does ***not*** go out
* legal should ***always*** be on this team
* senior management should ***always*** be on this team
* *everyone* should know what’s being said ***before*** it is said
117
headquarters; characteristics
* where all the key players are located, ESPECIALLY the spokesperson
* single contact point for media information
118
condition for spillover within a profession
* in regards to the airlines, compromised the public's perception of airline safety, resulting in corporate takeovers, buyouts, a shrinking industry
119
what is the influence of social media on perception?
* perception IS reality
* need for orientation; the less people know about a topic, the more interested they are in learning about it, increasing vulnerability to incorrect information
120
what should management be on board with in time of crisis? how many bullet points? (3 on what they include)
* **one** consistent mesage
* no more than **ten**
* admit to what you can that's wrong
* discuss how the problem is being fixed
* provide a timetable
121
during a crisis, how frequently should you post on twitter?
2 times per day
122
what percent of oil cleanup did alaska achieve following the exxon spill?
7%
123
what are the differences in cleanup methods from exxon-valdez and the bp oil spill (deepwater)?
* exxon (prince william sound)
* 6k gallons dispersant
* spray method for beaches
* bp (gulf of mexico)
* 2 million gallons dispersant
* scrape and filter method for beaches
124
why were hoses a bad idea for the oil spill?
* ended up killing natural bacteria and microbes that would have helped break it down naturally
125
methods for cleaning up exxon spill in alaska
* chemical dispersants
* booms and skimmers
* fired (in situ burning)
* hot, high pressure water
* paper towels
126
what is true and not true about racism in america (3)
* protecting white people's feelings
* how ubiquitous race and racism is
* how ridiculous it is to deny it exists today
