Crisis Communication Flashcards
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Read the first 7 Crisis Communication flashcards as text
Which stakeholder group is considered an 'enabling public' in crisis communication because their support allows the organization to continue operating?
Answer: Regulators and government agencies
Enabling publics such as regulators hold authority to permit or restrict operations, making their support critical to organizational survival during a crisis.
When crafting crisis messages for diverse audiences, the principle of 'message convergence' requires communicators to:
Answer: Ensure core facts and values are consistent even when tone and format vary by audience
Message convergence maintains factual and ethical consistency while allowing tone, format, and emphasis to be tailored appropriately for each audience.
A crisis communication team conducts a 'tabletop exercise.' What is the PRIMARY purpose of this activity?
Answer: Test crisis plans through simulated scenarios without operational disruption
Tabletop exercises simulate crisis scenarios in a discussion-based format so teams can identify gaps in plans and decision-making without real-world consequences.
In SCCT, organizations facing crises in the 'accidental cluster' should primarily use which response strategy?
Answer: Diminishment strategies such as excusing or justifying
The accidental cluster involves unintentional crises with low attribution of responsibility, where diminishment strategies like excusing or justifying are appropriate.
Which element should be included in every holding statement issued in the first hour of a crisis?
Answer: Acknowledgment of the situation, expression of concern, and commitment to update
A holding statement buys time by acknowledging the situation, expressing concern for those affected, and promising to provide more information as it becomes available.
The phenomenon where journalists amplify a crisis by repeatedly broadcasting worst-case speculation is known as:
Answer: Media contagion
Media contagion occurs when continuous, speculative coverage escalates public fear beyond what the facts warrant, intensifying the perceived severity of the crisis.
When evaluating post-crisis recovery, which indicator best signals that reputation has been restored?
Answer: Return of pre-crisis sales volume or usage rates
Behavioral indicators such as restored purchase or usage rates are the strongest evidence that stakeholder trust and reputation have recovered following a crisis.