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Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
Crisis Communication
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Crisis Communication

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  • Transcript

    • 1. Crisis Communication
    • 2. Organizational Crisis Defined
      • A major unpredictable event that has the potential to severely damage the organization’s reputation among employees, stock-holders, and the general public.
    • 3. Crisis Communication Has Two Goals
      • Protect affected publics (ethical)
      • Restore the organization’s image (effective)
    • 4. Crises Are More Frequent and Serious Than in the Past
      • Globalization has created complex webs of financing, manufacturing, and distribution
      • Consumer and environmental groups carefully scrutinize business and government
    • 5. Responsibilities of The Crisis Team
      • Pre-crisis planning
      • Crisis management during the actual emergency
      • Crisis communication with various publics including employees, community members, customers, and stockholders
    • 6. Ethical Crisis Communication
      • Protects the health and well-being of affected publics
      • Persuades using evidence and logic rather than appeals to emotion or ignorance
      • True to the facts as they are understood
    • 7. Benoit’s Image Restoration Strategies
      • Denial
      • Evading of Responsibility
      • Reducing Offensiveness
      • Corrective Action
      • Mortification
      Corporate Image
    • 8. The Problem With Apologies
      • Although the public expects a sincere apology for a crisis, managers must also consider the legal liability the company faces.
      • Ambiguous apologies omit details and avoid clear admissions of guilt.
      • What do you think of the effectiveness and ethics of the ambiguous apology?
    • 9. Methods of Apologizing Ambiguously
      • Refer to the crisis as an “accident”
      • Express regret without admitting guilt
      • Focus on prevention without admitting guilt
      • Are any of these forms of apology ethical?
    • 10. Guidelines for Effective Image Restoration
      • Use multiple strategies in concert with one another
    • 11. Guidelines for Effective Image Restoration
      • Support all strategies with strong reasoning and evidence
    • 12. Guidelines for Effective Image Restoration
      • Exercise visible leadership from the highest executives
    • 13. Guidelines for Effective Image Restoration
      • Identify the target audience and select strategies accordingly
    • 14. Four Audiences for Crisis Communication Severity High Low Responsibility Antagonistic Audience High Bemused Audience Concerned Audience Animated Audience
    • 15. Guidelines for Effective Image Restoration
      • Recognize the limits of persuasive communication

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