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Crisis Management (Characteristics of a crisis (could be an issue…
Crisis Management
Characteristics of a crisis
low probability of occurring
cause may not be apparent
no prior warning
has four stages
preconditions
set of smaller events that trigger the event
trigger event
leads onto a bigger event - crisis
crisis
after the peak passes the post crisis happens
post crisis is reflection and learning
could be an issue (internally)
should be dealt with before they turn into a crisis
not always publicised
may be short lived
may have long lasting reprecussions
could be a scandal
widely publicised
Externally generated crisis
social media
spread scandal fast and wide
informal and formal channels can spread scandals
leading to misreporting and distortion
product based industries more prepared than service based (recalls vs significant reliance on reputation)
association to a scandal can also impact an organisation
aka spillover effect
original organisation may benefit from the dilution effected because e public believe the issue is widespread
aka rebound effect
fake news can create a problem that never truly existed
Internally generated issues - brand sabotage
staff generated
anti company behaviour
consistent underperformance
service recovery failure
not all deliberate
consumer generated
may or may not be a customer
deliberate
dominant objective of causing harm to the brand
attempt to impair the view of other consumers
goes beyond getting even
involves planning and considerable effort
adopting a defensive strategy can reduce risk or sabotage
can be a issue or crisis
issues = matter of culture rather than process
culture which enables issues to be raised
should assist not instruct
managing crises and issues
inappropriate or disproportionate responses can cause further damage
reviewing damage from a customer perspective
four step process by tybout & roehm 2009
Griffins top ten recommendations for best practice
increased risk of loss of data
measure to protect data
plans which respond to breach