Uploaded byShane Carpenter Strategic Communication
Crisis communication
Crisis communication is a crucial aspect of public relations, aimed at managing the relationship between an organization and its stakeholders during adverse events. A crisis, which can arise from various causes, poses potential reputational damage, and organizations must prepare to address these situations effectively. Appropriate communication strategies, including transparency and accountability, are vital to maintain public trust and minimize negative impacts.
Crisis communication
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- 2. Crisis Communication Function of Public Relations Public Relations is interested in creating relationships with the public Goodwill Impacts duration of crisis Reduce or eliminate the damage done to the org http://twitter.com/bpglobalpr Crisis communication should be part of a Crisis Management Plan
- 3. Crisis What’s a crisis? A major occurrence with a potentially negative outcome affecting the organization, company, or industry, as well as its publics, products, services or good name Can occur at anytime regardless of the type or size of the org Key threat Damage to the reputation of the org
- 4. Causes of Crisis Text: Actsof God Mechanical Problems Human Errors Management Decisions/Indecisions What else?
- 5. Information that shouldbe addressed What should those affected do? Help those affected cope with the crisis Info that can be used to help conceive an image about the org
- 6. Three possible resultsof a crisis Theorg is put out of business, sued, key execs charged with crimes Enron Accounting scandal Company liquidated Arthur Anderson
- 7. Three possible resultsof a crisis Org exists but has lost some image and respect; maybe a great deal of financial position BP Damage to image Stock
- 8. Three possible resultsof a crisis Orgseen favorably or even more favorably Apple iPhone Financial results not impacted Image remains intact
- 9. Public Opinion Thepublicperceives the truth to be whatever public opinion says Incourt of public opinion, a person or org is guilty until proven innocent Affect Public Opinion Provide proof that the prevailing “truth” is not factual or wholly factual If at fault, own it
- 10. All Tools Available Community Relations Consumer Relations Employee Relations Investor Relations Government Relations Media Relations
- 11. Media Cooperation Types of Responses We know and here’s all the info We don’t know everything at this time. Here’s what we do know. We’ll find at more and tell you We have no idea, but we’ll find and tell you Give them everything they need One spokesperson Usually the CEO
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- 13. Activity You work in Public Relations for a tech company. The CEO calls you in and tells you that the company’s newest product has a flaw that could seriously impact the consumer. However, this flaw will impact less than 2% of users. To pull the product from the market would have a major impact to the company’s financial results for a minimum of two years. What course of action would you recommend to the CEO? Include the steps that you might take.
Editor's Notes
- #3 High Level Overview. Not going to cover the info book. Hopefully you have read it. CMP in book. Talks about things such as having a designated spokesperson, having a central media or information center, etc.
- #5 Rumors, Social Media. Apple example. Many different types of crisis.
- #11 What’s used will be determined by the crisis.