midterm Flashcards
(18 cards)
Definition of a crisis
Sudden, unexpected creation of victims, accompanied by unplanned visibility for a organization
4 types of crises
Operating
Non operating
Combo
Digital
Disaster
Sudden and serious disrupt of system. A disaster can be a crisis but a crisis is not a disaster
Prodrome
Something that alludes to a crisis forming
Crises are all about
VICTIMS
What are the 5 things about being a victim
Victimhood is Self diagnosed
Victimhood is a choice
Victimhood is suffering alone
Intellectually deaf
What do victims need?
Validation
Visibility
Vindication
Apology
Victim recovery cycle
- Victim’s feelings
- seeking retribution
- Search for healing
- Victims’ needs
5 Social media characteristics
o Participation o Openness o Conversation o Communities o Connectedness
Paracrisis
resembles a crisis because it threatens the organization’s reputation and related assets
Migration
Lessen the effect of something
Environmental scanning
Watching the environment for changes, trends, events and emerging social, political or health issues.
Systematic coding of accidents:
categorizing types and frequencies of complaints/problems
6 steps for crisis preparation
- Diagnosing vulnerabilities
- Assessing crisis types
- Selecting and training a crisis management team
- Selecting and training a spokesperson
- Developing a crisis management plan
- Reviewing the crisis communication system
3 types of thinkers
- Process thinker: Thinks in steps (analytical)
- Intuitive thinker: Develops answers from intuition
- Strategic thinker: Intentionally looks from other ppls perspectives
7 tabs of crisis plan
- overview
- contacts (chain of custody)
- Response procedures
- Scenario specific procedures (active shooter, public health etc)
- Forms
- Keeping info current checklist
- Addendum
Readiness equation
Accurate contact info 75%
Pre-authorized decisions 15%
Scenario prep and testing 8%
Surprise 2%
Key Questions to ask in a crisis
What happened? Is there threat to life? Who is in charge? What is the state of the victims? What are stakeholders feeling? What real time steps must we take? How will we allocate resources? What is the next step?
