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Introduction to Crisis Management and Communication, 82417

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Dr. Mitchell Friedman's introductory presentation for Crisis Communication class, held at University of San Francisco, August 24, 2017.

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Introduction to Crisis Management and Communication, 82417

  1. 1. University of San Francisco MA Program in Professional Communication PC 624-01: Crisis Communication (3 units) Instructor: Mitchell Friedman, Ed.D., APR Session 1 August 24, 2017 Welcome, Introductions, Course Overview, and Syllabus Review; Crisis Management Plan Assignment (Part 1)
  2. 2. • Instructor welcome • Student introductions • Instructor introduction • Course content overview • Course administrative overview: syllabus, assignments • Assignments Due Session 2 (August 31, 2017)
  3. 3. Before we begin introductions please note
  4. 4. Student Introductions (Part 1): Your Topic • Pair off with 1 or 2 people you don’t know. • Pick journal article or book you’ve read recently that’s been meaningful. • Explain rationale for your selection. • Speak for up to 2 minutes, switch (prompted by instructor)
  5. 5. Student Introductions (Part 2): Suggested Topics • Your name • Family • Work (past and/or present) • Something interesting or unusual about yourself
  6. 6. Mitchell Friedman, EdD, APR Instructor Introduction
  7. 7. Crisis Communication. . . .
  8. 8. Something happens
  9. 9. Different parties see things differently
  10. 10. There’s a crisis!!
  11. 11. There’s a crisis!?
  12. 12. Really? There’s a crisis?
  13. 13. Leads us to (where we’ll begin next week)
  14. 14. we agree on general definition of crisis For now
  15. 15. Causes? Appearance? Key Ingredients?
  16. 16. Related to data, privacy, and cybersecurity
  17. 17. Food safety
  18. 18. Product failure, tampering
  19. 19. Natural disasters
  20. 20. Man-made disasters
  21. 21. Terrorism
  22. 22. Famous people in turmoil (1)
  23. 23. Famous people in turmoil (2)
  24. 24. Gossip and rumor
  25. 25. Social media
  26. 26. As well incidents described as “black swans”
  27. 27. Black swans (Taleb, 2010) • High-profile, hard-to-predict, rare events • Beyond realm of normal expectations in history, science, finance, and technology
  28. 28. Advance planning is ideal
  29. 29. But there’s planning, and then there’s planning. Ideally, it will incorporate
  30. 30. Prevention
  31. 31. Including
  32. 32. Preparation
  33. 33. Building connections with key constituencies
  34. 34. Media interview training
  35. 35. Simulations
  36. 36. Recognition
  37. 37. And, whenever possible. . .
  38. 38. And if not, then readiness to respond
  39. 39. Addressing situation
  40. 40. Making sure operations continue
  41. 41. Communicating key messages
  42. 42. By reaching out to media
  43. 43. And especially via critical online venues
  44. 44. These efforts may include
  45. 45. Like this
  46. 46. Or this
  47. 47. And then there’s what happens afterward
  48. 48. Including reviewing your efforts
  49. 49. And finally. . .
  50. 50. Now let’s review the syllabus (assignments first)
  51. 51. Discussion board postings • Write 250 words/week based on readings; prompts in syllabus • Deliver at least 2 substantive responses to 2 different classmates’ postings • Agreeing or disagreeing unacceptable; cannot like
  52. 52. Crisis case analysis • Develop 1,500-2000 word analytical essay • Respond to questions provided in syllabus • Select crisis, consult with instructor • Choose crisis other than what’s in assigned readings
  53. 53. Crisis management plan (1) • Work in groups of up to three students (you select) • Develop, deliver crisis management plan for organization (you select) • Prepare, deliver presentation based on plan
  54. 54. Crisis management plan (2) • An ideal organization • Is a nonprofit • Desires a crisis management plan • Grants you access to necessary information and resources • Attends final class session when you will present (November 30, 2017)
  55. 55. Where we will return on 8/31/17 (Session 2) Approaching the Subject of Crisis Management Read (and post 250 word analysis to Canvas) • Ulmer, Sellnow, & Seeger: Chapters 1, 2 • Coombs: Chapters 1, 7 • Fearn-Banks: Chapter 1 Student groups for crisis communication plan assignment will be finalized during Session 2
  56. 56. To be continued. . .

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