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Crisis communication management Key concepts - Coggle Diagram
Crisis communication management
Key concepts
Situationalal crisis communication theory
inspired attribution theoyry
crisis ia always a negative event
stakeholders try to make sense of the sityatuin
crisis responcibility
how the organizations responcibility
is the organization responcible for the crisis. If either exists people will atribute greater serponcibilitys
prior negative reputation
history of crisis
what you should say and do
help people prevent further harm
help people to cope
tell them what you are doing to prevent further or again
tell peolple waht you are doing
how to react
as responcibility increases and organization has to respond
if minor crisis base responce is aduquate
if preventable crisis with damages organization needs to take responcibility
do not rely on speculation
Primary Crisis response strategies in SCC *T
Note! Be consistent with your chosen strategy!
RebuildStrategies
Diminish Strategies
DenyStrategies
An issue ignored is a crisis ensured
Issue priorization is hard but very important. Can be done on scale of rare-almost certain and insignificat-catastrophic
small crisis managed poorly can lead to catastophy
a big crisis managed succesfully can be very small and create opportunities
sevirity of the crisis doesnt have an impact to the outcome
crisis has an lifespan and people forget
Types of crises
reputational crisis = related to brand
poses a threat to reputation but seldom to safet, peoples life or health etc. may be based on asumptions or perceptions rather than reality
operational crises may reduce an organizations ability to function, could lead to generate dangers or injuries etc
accident crises, disasters, crime ond unexpected situations, always include authorities who have primary crisis coms respongibility to public
civil crises, allways the main point is to inform people and safety
natural accidents and disasters
man indused accidents
human / animal induced disasters
sometimes organization work with authorities
sometimes the roles and reponcibilities are not clear = officials are responcible fo r safety raleted recues, victims etc
organizations responcibilitys is to communicate what they are doing, apologies and such
perseption is everything
Classical definioton of crisis
Crisis management by coombs
A process that seeks to prevent or lessen the negative outcome of a crisis and thereby protect the organization, stakeholders and or industry from damage
Something that has an impact on organization, its brand and operations
an event that is unpredictable but not unexpected
major occurance with a potentially negative outcome affecting the organization, industry etc.
crisis is not same as disaster
crisis management is what is said and done (desicion making
crisis communication is what is said
crisis communication is a part of crisis management
crisis communication management is managing what is being said
Business perspective to crisis
A crisis (turning point*) is any preceding situation that runs a risk of
A.Escalating in intensity
B.Falling under close media / social media or government scrutiny
C.Interfering with the normal business operations
D.Jeopardizing the positive image presently enjoyed by the organization
E.Damaging company’s bottom line in any way
Crisis creates opportunities
to learn
make strategik changes
grow
develop new competitive advantages
greate opportunity to be heard as all eyes are on you!
risk management is managing and assesing the likelyhood of crises
Translating Finks descriptions into questions ask:
If your answer to one or more is yes, a crisis exists!
Is this situation likely to escalate in intensity?
Does it risk coming under close scrutiny?
Will it interfere with normal business operations?
Will it jeopardize our public image or bottom line
SOME
Social media is a channel where crises tend to arise. But it also provides a platform to communicate about the crisis. (Coombs and Holladay, 2012).
Social media has had a fundamental effect on
crisis communication
Clock speed
Dialogue and direct communication with stakeholders
Can never be ignored in crisis communication; using social media channels for communication needs to be planned carefully but following them is a must
Transparency and openness are emphasized