Ch2,3. Conflict Management Cycle

Role of PR in managing crisis Make use of #

managing communication

achieve mutual benefit

Threat Appraisal Model

Contingency Theory

PR stances could be dynamic

Factors

Stances

External

Internal

Conflict management

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  1. Proactive - Issue management
  2. Strategic - Risk management
  3. Reactive - Crisis management
  4. Recovery - Reputation management

strategic positioning

Verbal communication

Written exchange

Advocacy

Accomodation

  • Competing
  • Litigation
  • Coorporation
  • Collaborating
  • Compromise
  • Capitulation
  • Apology & Restitution
  • Political
  • Social
  • Potential threat
  • Industry specific environment
  • Corporation
  • Public relation team
  • Executive decision
  • Internal threats
  • Stakeholders personality
  • Relationship between parties

Issue

Risk

Reputation

What to say

When to say

Which channel to say

Interactions

Stakeholders

Risk balancing

Factors

Direct(e.g. CS/ Product)

Indirect (e.g behaviour of mgt/ CSR)

Primary skakeholders(e.g. employees, shareholders)


Secondary stakeholders (e.g. media, community)

  • Personnel
  • Products
  • Production process
  • Facilities
  • Competition
  • Regulations

Cost of risk vs cost of risk reduction

Ch2. Social media Impact

Source

Effect on proactive stage

  • early detection
  • Gain Control
  • Rally help from loyalty customers
  • Challenges(Organic/ expose/ villain)
  • Customer dissatisfaction
  • Misuse of social media

Response

  1. Internal communication
  2. Choose your strategy
  3. Respond officially

mistakes to aviod

  • ignore the problem
  • delete negative comments
  • hiding from the public
Make use of