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
- Proactive - Issue management
- Strategic - Risk management
- Reactive - Crisis management
- 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
- Internal communication
- Choose your strategy
- Respond officially
mistakes to aviod
- ignore the problem
- delete negative comments
- hiding from the public