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RISK AND CRISIS COMMUNICATION: READING MATERIALS, COMMUNICATING WITH…
RISK AND CRISIS COMMUNICATION: READING MATERIALS
LESSONS ON EFFECTIVE CRISIS COMMUNICATION
1. Determining Your Goals
The goal of their crisis response can help guide the organization in
decision making
and
reduce uncertainty for the organization.
Once
goals are defined,
the organization is better
able to consciously think about what strategies
it can use in order to accomplish its objectives.
2. Partnering With Crisis Audiences
Before a crisis, organization must
develop true and honest equal partnerships
with other organization that are important to the organization.
When crisis occur, this relationship can
help the organization move beyond a crisis.
3. Understanding The Diversity of Your Audiences
The organization should
know their stakeholders
(internal, external, primary & secondary) for a better crisis management.
4. Primary & Secondary Stakeholders Defined
Organization need to
maintain a very good relationship with the stakeholders
and communicate with them because
they impact one another.
5. A Word On Partnerships & Listening
Effective communication is a
two-way process.
Organization need to
listen to the stakeholders’ concern first
, decide which concern or opinion of audience need to be listen and then
moving to a way to response to their answer.
Cannot only care about the organization side
, but stakeholders too (public audiences and not only stakeholders who have agreement with organization)
6. Communicate Early
Communicate too fast with too much certainly often later the retract with their public comments.
Media: recorded the public statements Stakeholders: noted and subsequently used it against an organizations.
They will be able to prepare for these things when it happened later.
Organizations
: must be aware to the current risks when they face and potential future risks.
7. Avoid Certain or Absolute Answers to the Public
: :
Making sure
the organizations does not overreassure the audiences about a crisis's risks or impact that is consistenly in the discussions
about the communication
whether it uncertainly and certainly about a crisis.
8. The Impact of the Overreassure to the Stakeholders
Self-efficacy
should be useful
and
should suit their divergent needs.
The organizations should stay focus on
self-efficacy
by showing to people how to protect themselves from the effects on the crisis.
10. Effective Crisis Communicators Acknowledge that Positive Factors Can Arise from Organizational Crises
The organizations have the ability to frame the event in a similarity ways for the stakeholders.
Involve think positive and thinking about the potential positive aspects of crisis while dealing with an event.
9. The Public Needs Useful and Practical Statements of Self-Efficacy During a Crisis
7 potential positive that can come from the crisis
Holusha (1986) is heroes are born, change is accelerated, latent problems are faced, people are changed, new strategies evolve, early warning system develop, and new competitive advantages appear.
Knowing how to frames
: an important strategies for an organizations can employ to move beyond a crisis happened.
COMMUNICATING WITH STAKEHOLDERS DURING A CRISIS: EVALUATING MESSAGE STRATEGIES
Stakeholders theory in a crisis context
Defined as any group or public affected by organization
Defined as any person, group or organization's operation
Concerned with how group and individuals affects an organization
Public desire of clear technical explanations
The first is scientific literacy model that purports the value of having publics understand basic science idea.
Laypeople negotiate their relationship with science in a border, social context taking into account
There appear to be two conflicting theoretical approaches to how the public understand science.
Study where focus groups were used to explore how audience make sense of complex and uncertain scientific information.
Communication and Message Strategies
strategy choices include the target audiences, type of crisis, available evidence, severity of image, company performance history and legal issue.
-to influence the public’s perception of the organisation
-to maintain a positive images & restore damaged image among stakeholders
-to inform, convince & motivate certain stakeholders to action
Five category model of messages strategies:
-Non-existence strategies: attempt to eliminate the crisis by denying its existence.
-Distance strategies: to weaken the link between the crisis & organization.
-Ingratiation strategies: way to gain public approval.
-Mortification strategies: to win forgiveness & create acceptance.
-Suffering strategies: portray the organization as a victim and draw sympathy from public.
Stakeholders categories
Enabling public: provide authority & control the resources that allow organization to exist
Functional public: give inputs to organization & take output in return.
Normative public: share similar values or have similar problem
Diffused public: emerge when organizational activities result in external consequences
Technical Translation Strategies
scientific ideas may be misunderstood in three primary ways:
a. When familiar terms are used in unfamiliar ways
b. When structures or processed need to be envisioned in abstract ways
c. When ideas are counterintuitive
three types of explanation that useful for addressing these issues.
a. Elucidating explanations: differentiate between the essential & associated meaning.
b. Quasi-scientific explanations: help audiences understand hard-to-picture phenomena.
c. Transformative explanations: help an audience rethink their unquestioned or counterintuitive beliefs.
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