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CRISIS
AVERTED!
CRISIS MANAGEMENT
Liesa Brauch, Jason Meyer, Luke Carpenter,
Meghan McDonald & Ross Phillips
WHO WE ARE
 EWS Consulting Firm
 Consult with various companies on the topic of
organizational communication
 Specialty...
WHAT IS A CRISIS?
 “An event that is an unpredictable, major threat that
can have a negative effect on the organization,
...
THREESTAGESOFACRISIS
Katrina Example:
Having road and
transportation
systems better
equipped during the
Hurricane season
H...
LEADERSHIP IN A CRISIS
 Everyone be informed, but…
 Someone to take the reins and support appropriate
efforts
 Must be ...
MEDIA STRATEGIES
 Breaking news stage
 Finger pointing stage
 Reputation-forming
stage
 Fallout stage
Fact Finding Unf...
IMAGE RESTORATION & RENEWAL
 The organization as a rhetorical enterprise
 Renewal
 Inherently good
 Prospective
 Opti...
USING SOCIAL MEDIA
 Living in the future
 Interested in establishing online reputation
 Two invaluable tools
 Holding ...
CRISIS-RESPONSE STRATEGIES
 Nonexistence
 Distance
 Ingratiation
 Mortification
 Suffering
GROUP
BREAKOUT
CRISIS IN THE UNIVERSITY
 60% of colleges have done little to nothing with crisis
management
 Universities should have p...
JAMES MADISON UNIVERSITY
Pepper Spray and Tear Gas
JMU BACKGROUND
 Harrisonburg, Va.
 Predominately white, 13.6% ethnic minorities
 Of on-campus undergrads, 59.5% female ...
JMU SPRINGFEST 2010
 http://www.youtube.com/watch?v=-
mIflgx0bZQ&feature=related
 April 9th and 10th of 2010
 Over 8,00...
HOW JMU HANDLED SPRINGFEST
 Precrisis:
 Event had occurred in past
 University aware of Facebook Event
 Crisis:
 200 ...
GROUP DISCUSSION
 How could this situation have been handled
differently? What would you have done?
 Why do you think th...
DUKE LACROSSE SCANDAL
ABOUT DUKE UNIVERSITY
 Created in 1924 by James Buchanan Duke as a
memorial to his father, Washington Duke.
 Located in ...
THE SCANDAL
 March 14, 2006: Rape allegations come to two lacrosse
players
 April 5, 2006: Season cancelled and coach re...
WHAT DUKE DID
 Reluctant to release information at first
 Gave no support towards players
 Players harassed in classroo...
WHAT SHOULD HAVE HAPPENED
Should Duke have conducted its own
investigation along with former D.A. Mike
Nifong?
Did Duke ...
2010 NCAA D-1 NATIONAL
CHAMPIONS
FLORIDA STATE UNIVERSITY
ATHLETIC CHEATING SCANDAL
FLORIDA STATE CHEATING SCANDAL
 Background
 18 Varsity Teams ( 8 Men and 10 Women )
 12 National Championships
 100+ C...
THE SCANDAL
 In 2007, 61 student athletes across 6 Varsity sports
teams were convicted of cheating (“improper help”).
 S...
RESPONSE TO THE SCANDAL
 The university immediately issued a release in
order to challenge any attempt of the school bein...
DISCUSSION QUESTIONS
 Do you think Florida State did a good job at
handling the situation?
 If not how would you have ha...
THE PENN STATE CRISIS
BACKGROUND
 1969: Sandusky joins Penn State coaching staff
 1977: creates the Second Mile foundation
 1999: Sandusky re...
WHAT WENT WRONG
 Failure to plan
 Failure to report
 Failure to show concern
 Failure to put a face on the message
 F...
WHAT THEY DIDN‟T SAY
 March 2011: Harrisburg Patriot-News first reports
investigation  Penn State declines to comment
 ...
DISCUSSION
 When and how much information would you have
disclosed to the public if you were the president of
Penn State?
VIRGINIATECHMASSACRE
APRIL16,2007
“We are Virginia
Tech.
We are sad
today, and we will
be sad for quite a
while. We are no...
TIMELINE OF EVENTS
 7:15 am – shooting at West
Ambler Johnson (West AJ)
Hall
 8:10 am – President Steger
learns of West ...
REACTION
 Candlelight vigil held and attended by thousands
 President Steger received praise and vilification for the
un...
VT ALERTS
 Launched August 2007
 Text messages
 Emails
 Desktop widget
 One of the most advanced and efficient emerge...
DISCUSSION QUESTIONS
1) Did Virginia Tech handle communication during
the 4/16 crisis efficiently? How does it compare to
...
ANY
QUESTIONS,
COMMENTS OR
CONCERNS?
THANK YOU!
REFERENCES
 Liesa Brauch
 Banting, E. (2011, April 7). Alcohol policies change student attitudes. Retrieved from http://...
REFERENCES, CONT‟D
 Luke Carpenter
 About Florida State. (n.d.) Retrieved from http://www.fsu.edu/about/
 Florida State...
REFERENCES, CONT‟D
 Ross Phillips
 About the Office. (2012). Retrieved from http://www.recover.vt.edu/
 Carlson, S. (20...
REFERENCES, CONT‟D
 Photos
 http://www.businesspundit.com/wp-content/uploads/2010/10/toyo.jpg
 http://blogs.citypages.c...
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Crisis+management+pp

  1. 1. CRISIS AVERTED!
  2. 2. CRISIS MANAGEMENT Liesa Brauch, Jason Meyer, Luke Carpenter, Meghan McDonald & Ross Phillips
  3. 3. WHO WE ARE  EWS Consulting Firm  Consult with various companies on the topic of organizational communication  Specialty = crisis management
  4. 4. WHAT IS A CRISIS?  “An event that is an unpredictable, major threat that can have a negative effect on the organization, industry, or stakeholders if handled improperly.” – W.T. Coombs
  5. 5. THREESTAGESOFACRISIS Katrina Example: Having road and transportation systems better equipped during the Hurricane season Hurricane Katrina strikes New Orleans head on as a major hurricane FEMA‟s response (or lack thereof) and the city‟s devastation  Precrisis  Organizational members can work to prevent or prepare for possible problems  Crisis  A trigger that causes unplanned change, threatens the organization survival and/or reputation  Much uncertainty as people try to decipher what happened  Postcrisis  Determining responsibility and establishing systems to cope with future problems
  6. 6. LEADERSHIP IN A CRISIS  Everyone be informed, but…  Someone to take the reins and support appropriate efforts  Must be prepared to deal with all facets of the crisis  Who are exemplar crisis leaders?
  7. 7. MEDIA STRATEGIES  Breaking news stage  Finger pointing stage  Reputation-forming stage  Fallout stage Fact Finding Unfolding Drama Blame Game Resolution
  8. 8. IMAGE RESTORATION & RENEWAL  The organization as a rhetorical enterprise  Renewal  Inherently good  Prospective  Optimistic  Leader-based
  9. 9. USING SOCIAL MEDIA  Living in the future  Interested in establishing online reputation  Two invaluable tools  Holding statement  Dark site
  10. 10. CRISIS-RESPONSE STRATEGIES  Nonexistence  Distance  Ingratiation  Mortification  Suffering
  11. 11. GROUP BREAKOUT
  12. 12. CRISIS IN THE UNIVERSITY  60% of colleges have done little to nothing with crisis management  Universities should have plan that includes talking points and an outline of communication flow  Better to be more open with communication to avoid possible litigation  “Transparency is not just about being a good person and getting all the information out there. It‟s about protecting the institution.” – Peter Mancusi (Weber Shandwick)
  13. 13. JAMES MADISON UNIVERSITY Pepper Spray and Tear Gas
  14. 14. JMU BACKGROUND  Harrisonburg, Va.  Predominately white, 13.6% ethnic minorities  Of on-campus undergrads, 59.5% female and 40.5% male  22,221 applications were completed, a class of 4,001 freshman were accepted  Student body is around 18,671  School motto: “changing the world, one person at a time”
  15. 15. JMU SPRINGFEST 2010  http://www.youtube.com/watch?v=- mIflgx0bZQ&feature=related  April 9th and 10th of 2010  Over 8,000 students and visitors  Bottles thrown and dumpsters on fire  200 officers  Arrests made  Property damage to apartments  JMU president sent statement out after events occurred
  16. 16. HOW JMU HANDLED SPRINGFEST  Precrisis:  Event had occurred in past  University aware of Facebook Event  Crisis:  200 Cops from JMU, Harrisonburg and surrounding area  Quickly handled situation  Riot gear, pepper spray, tear gas  http://www.inquisitr.com/69526/jmu-springfest-2010-riot/  Use of force was controversial – was it necessary?  Postcrisis:  JMU president issued statement  Alcohol policies at JMU were changed  Facebook monitored more closely
  17. 17. GROUP DISCUSSION  How could this situation have been handled differently? What would you have done?  Why do you think this situation occurred?  Do you feel the cops‟ actions were justified? What would you change?  How could this situation be prevented in the future?
  18. 18. DUKE LACROSSE SCANDAL
  19. 19. ABOUT DUKE UNIVERSITY  Created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke.  Located in Durham, North Carolina  6,526 undergraduates  47% of undergraduates are white
  20. 20. THE SCANDAL  March 14, 2006: Rape allegations come to two lacrosse players  April 5, 2006: Season cancelled and coach resigns  DNA test results find no match between the players tested and the woman accusing the players of rape  Two team members charged for rape, sexual offense and kidnapping  A third member of the team was charged as well on 5/15/06  December 22, 2006: rape charges were dropped for the three accused players.
  21. 21. WHAT DUKE DID  Reluctant to release information at first  Gave no support towards players  Players harassed in classrooms  Mishandled police lineup  Protests outside presidents office  Racial issue  Allowed players to attend classes for new semester in January
  22. 22. WHAT SHOULD HAVE HAPPENED Should Duke have conducted its own investigation along with former D.A. Mike Nifong? Did Duke treat the players appropriately? Can a situation like this be prevented in the future?
  23. 23. 2010 NCAA D-1 NATIONAL CHAMPIONS
  24. 24. FLORIDA STATE UNIVERSITY ATHLETIC CHEATING SCANDAL
  25. 25. FLORIDA STATE CHEATING SCANDAL  Background  18 Varsity Teams ( 8 Men and 10 Women )  12 National Championships  100+ Conference Titles  1993 and 1999 Football National Champions  Florida State ranks in the top 25 Public Universities in academic programs such as Physics, Chemistry, Statistics, Political Science and Business and Law.  Strong convictions for being an upstanding school that values good morals in order to educate its students in a fair environment.
  26. 26. THE SCANDAL  In 2007, 61 student athletes across 6 Varsity sports teams were convicted of cheating (“improper help”).  Staffers and faculty members helped students on an online music history course in the fall of 2006 and summer of 2007.  Scandal was considered “extremely serious”
  27. 27. RESPONSE TO THE SCANDAL  The university immediately issued a release in order to challenge any attempt of the school being stripped of their victories.  “Our position throughout the inquiry was that as soon as we knew of a problem, they didn‟t play” - Former Florida State President T.K Wetherell  Florida State conducted its own investigation on the situation  25 Football players were suspended and were unable to travel to the 2007 Music City Bowl  Reduced punishment from the NCAA because Florida state accepted the blame.
  28. 28. DISCUSSION QUESTIONS  Do you think Florida State did a good job at handling the situation?  If not how would you have handled it?  How would you rebuild your universities image after such a scandal?
  29. 29. THE PENN STATE CRISIS
  30. 30. BACKGROUND  1969: Sandusky joins Penn State coaching staff  1977: creates the Second Mile foundation  1999: Sandusky retires from Penn State  2000: janitor witnesses abuse, no charges filed  2002: graduate assistant witnesses abuse, no charges filed  never questioned by police  2010: Sandusky steps down from Second Mile  Nov. 5, 2011: Sandusky charged with 40 counts of sexual abuse
  31. 31. WHAT WENT WRONG  Failure to plan  Failure to report  Failure to show concern  Failure to put a face on the message  Failure of public accountability
  32. 32. WHAT THEY DIDN‟T SAY  March 2011: Harrisburg Patriot-News first reports investigation  Penn State declines to comment  Nov. 8, 2011: Paterno‟s press conference abruptly cancelled  fired the following day  "When you say nothing, when you cancel a press conference or say he won't speak about it, there's a perception there's something to hide.”  Crisis consultant Mike Paul of MGP & Associates PR, New York
  33. 33. DISCUSSION  When and how much information would you have disclosed to the public if you were the president of Penn State?
  34. 34. VIRGINIATECHMASSACRE APRIL16,2007 “We are Virginia Tech. We are sad today, and we will be sad for quite a while. We are not moving on, we are embracing our mourning. We are strong enough to stand tall tearlessly, we are brave enough to bend to cry, and we are sad enough to know that we must laugh again. We are Virginia Tech. We are the Hokies. We will prevail.” -Nikki Giovanni
  35. 35. TIMELINE OF EVENTS  7:15 am – shooting at West Ambler Johnson (West AJ) Hall  8:10 am – President Steger learns of West AJ tragedy  8:50 am – administration attempts to alert students but technical difficulties prevail  8:52 am – Blacksburg Public Schools go into lockdown  9:01 am – Cho sends package to NBC Studios, NYC  9:15 am – Norris Hall main entry doors chained shut  9:26 am – university receives email regarding West AJ shooting  9:40 am – second shooting begins in Norris Hall, 2nd floor which claims 30 lives  9:50 am – second email delivered to university with instructions to stay indoors and away from windows  9:51 am – gunfire ceases  10:17 am – classes cancelled  12:00 noon – President Steger holds first press conference related to the massacre
  36. 36. REACTION  Candlelight vigil held and attended by thousands  President Steger received praise and vilification for the university‟s actions  Gov. Tim Kaine established the Virginia Tech Review Panel to investigate the events surrounding the tragedy  Fine of $55,000 by Department of Education  Appealed  Later overturned  School exceeded enrollment quota for Class of 2011 by over 100 students
  37. 37. VT ALERTS  Launched August 2007  Text messages  Emails  Desktop widget  One of the most advanced and efficient emergency notification systems in the country  Tested under dire circumstances December 8, 2011 when Virginia Tech Police Officer gunned down  Police notified minutes before 12:30 pm  First of six VT alerts sent to university body at 12:36 pm
  38. 38. DISCUSSION QUESTIONS 1) Did Virginia Tech handle communication during the 4/16 crisis efficiently? How does it compare to the other schools we‟ve discussed today? 2) What would you have done differently in any of these scenarios?
  39. 39. ANY QUESTIONS, COMMENTS OR CONCERNS?
  40. 40. THANK YOU!
  41. 41. REFERENCES  Liesa Brauch  Banting, E. (2011, April 7). Alcohol policies change student attitudes. Retrieved from http://www.breezejmu.org/news/article_50967a82-60b1-11e0- b302-001a4bcf6878.html  Buckley, G. (2011, April 4). Block party Facebook event cancelled after warnings. Retrieved from http://www.breezejmu.org/news/article_3b3aa552- 5e57-11e0-97f4-0019bb30f31a.html  James Madison University. Changing the world one person at a time. Retrieved from http://www.jmu.edu/jmuweb/aboutJMU/  JMU Institutional Research (2010, April 9). JMU Performance Measures. Retrieved from http://oirsacs.jmu.edu/PerfMeasures/CategoryMeasures.asp?Catid=Demographics  Johnson, J. (2010, April 12). James Madison block party turns into riot. Retrieved from http://voices.washingtonpost.com/campus- overload/2010/04/james_madison_block_party_turn.html  LaCapria, K. (2010, April 11). JMU Springfest turns into riot, dozens of arrests made. Retrieved from http://www.inquisitr.com/69526/jmu-springfest- 2010-riot/  Rose, L. H. (2010). Springfest: Message from President Rose. Retrieved from http://www.jmu.edu/jmuweb/general/news/general11151.shtml  Sirney, A. (2010, April 12). Police use tear gas and pepper spray to disperse block party. Retrieved from http://hburgnews.com/2010/04/10/hpd-asks- non-residents-to-clear-springfest/  Jason Meyer  Andersen, K. (2006, October 8). Rape, justice, and the „times‟. New York Magazine, Retrieved from http://nymag.com/news/imperialcity/22337  Dewan, S. (2007, September 8). Duke prosecutor jailed; students seek settlement . New York Times. Retrieved from http://www.nytimes.com/2007/09/08/us/08duke.html?ref=michaelbnifong  Duke case chronology. (n.d.). Retrieved from http://www.cbsnews.com/elements/2006/04/19/in_depth_us/timeline1515358.shtml  Looking back at the duke lacrosse case. (2007, May). Retrieved from http://today.duke.edu/showcase/lacrosseincident/  Shannon, G. (2010, May 29). Duke, notre dame roll toward a historic title game.  Retrieved from http://insidelacrosse.com/news/2010/05/29/duke-notre-dame-roll-toward-a-historic-title-game  Wilson, D., & Bernstein, V. (2006, April 6). Duke cancels lacrosse season and initiates critiques . New York Times. Retrieved from http://www.nytimes.com/2006/04/06/sports/06duke.html?pagewanted=2&_r=1
  42. 42. REFERENCES, CONT‟D  Luke Carpenter  About Florida State. (n.d.) Retrieved from http://www.fsu.edu/about/  Florida State releases documents on cheating case. (2009, October 19). Retrieved from  http://www.cbssports.com/collegefootball/story/12362828  FSU penalized for cheating scandal. (2009, March 07). Retrieved from  http://www.timesleader.com/sports/collegesports/FSU_penalized_for_cheating_scandal_03-07-2009.html  Meghan McDonald  College Board. (2012). Penn State University Park. The College Board. Retrieved from https://bigfuture.collegeboard.org/college-university-search/penn-state-university-park  Jordan-Meier, J.. (2011, August). Crisis Management. Leadership Excellence, 28(8), 4. Retrieved from ABI/INFORM Global. (Document ID: 2428789621).  Manfield, L. (2011). Every crisis is a social media crisis. Backbone, 20-24.  McLean, A. & Sablich, J. (2011). Timeline: The Penn State Scandal. NY Times. Retrieved from http://www.nytimes.com/interactive/2011/11/11/sports/ncaafootball/sandusky.html  Rovell, Darren. (2011). Penn State Gets An F In Crisis Management 101. CNBC. Retrieved from http://www.cnbc.com/id/45206255/Penn_State_Gets_An_F_In_Crisis_Management_101  Syme, Chris. (2011). 5 Strategic Crisis Failures: Learning from Penn State. Retrieved from http://cksyme.org/5- strategic-crisis-failures-learning-from-penn-state  Tsikoudakis, Mike. (2011). Penn State abuse scandal sharpens focus on risks: Colleges expected to review practices in wake of crisis. Business Insurance, 45(45), 1. Retrieved February 13, 2012, from ABI/INFORM Global. (Document ID: 2519004811).
  43. 43. REFERENCES, CONT‟D  Ross Phillips  About the Office. (2012). Retrieved from http://www.recover.vt.edu/  Carlson, S. (2010, February 16). For a campus in crisis, the president's voice is key. Retrieved from http://chronicle.com/article/For-a-Campus-in-Crisis-the/64220/  Charles, D. (30, August 2007). Report faults Virginia Tech response in shootings. Retrieved from http://www.reuters.com/article/2007/08/30/us-usa-shooting-report-idUSN2925438020070830?  Fain, P. (2008, April 18). In a turbulent year, Virginia Tech rallied behind its president. Retrieved from http://chronicle.com/article/In-a-Turbulent-Year-Virgin/32529/  Giovanni, N. (2007, April 17). [Video Tape Recording]. We are Virginia Tech., Retrieved from http://www.remembrance.vt.edu/2007/archive/giovanni_transcript.html  McCaney, K. (2011, December 08). Virginia Tech alert system helps lock down campus after shootings. Retrieved from http://gcn.com/articles/2011/12/08/virginia-tech-  Mission and core values. (2012). Retrieved from http://www.president.vt.edu/strategic-plan/mission-values.html  Owczarski, M. (2007, May 17). Virginia Tech prepares to welcome class of 2011; university exceeds enrollment goal. Retrieved from http://www.vtnews.vt.edu/articles/2007/05/2007-290.html  Sullivan, A. (2011, December 09). Virginia Tech alert system faster than UI. Retrieved from http://www.dailyiowan.com/2011/12/09/Metro/26332.html  Systems Planning Corporation, TriData Division. (2009).Mass shootings at Virginia Tech. Retrieved from website: http://www.governor.virginia.gov/TempContent/techPanelReport- docs/VT_Addendum_12-2-2009.pdf  Virginia Tech. (2012). Retrieved from http://www.princetonreview.com/virginiatech.aspx  Virginia Tech president defends security response. (2007, April 17). Retrieved from http://articles.cnn.com/2007-04- 17/us/campus.security_1_buildings-until-further-notice-campus-police-west-ambler-johnston-hall?_s=PM:US
  44. 44. REFERENCES, CONT‟D  Photos  http://www.businesspundit.com/wp-content/uploads/2010/10/toyo.jpg  http://blogs.citypages.com/blotter/bp_logo_color.jpg  http://www.bboyfed.com/blog/wp-content/uploads/2012/01/nike-just-do-it2.jpg  http://www.simplyzesty.com/wp-content/uploads/2011/09/facebook-logo.png http://www.technobuffalo.com/wp-content/uploads/2011/06/Twitter-Logo.png  http://www.dvd-photo-slideshow.com/photos/youtube.jpg  http://i.huffpost.com/gen/77027/thumbs/s-MYSPACE-large.jpg  http://www.allamericanpatriots.com/news_topics/virginia_tech  http://content.sportslogos.net/logos/35/901/full/qtbe52tif0ar2e0kyvhj.gif  http://daveibsen.typepad.com/.a/6a00d83451db4269e2015436ecbb4e970c-800wi  http://www.swimmingworldmagazine.com/media/JamesMadison.JPG  http://i411.photobucket.com/albums/pp199/dball0007/Duke_Blue_Devils1.jpg  http://people.sc.fsu.edu/~jburkardt/fsu2/miniconference_2011/fsu_logo2.png  http://www.rockofageswrestling.com/images/2009/VT.jpg  http://www.insidlacrosse.com  http://www.sportsposterwarehouse.com/catImages/floridastate-lapop-1.jpg  http://www.sportslogos.net/logo.php?id=2504

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