Crisis Communication Flashcards

Which practice is known as 'crisis norming' in communication planning?

Answer: Normalizing crisis preparedness as a routine organizational priority

Crisis norming embeds preparedness—drills, plan reviews, and spokesperson training—into regular organizational rhythms rather than treating it as an emergency-only activity.

A company's crisis team is debating whether to use Twitter/X or a press release as the first channel during an unfolding industrial accident. The PRIMARY factor guiding this decision should be:

Answer: Where the most affected audience gets information fastest

Channel selection in a crisis should be driven by where directly affected stakeholders—employees, nearby residents, first responders—receive information most quickly.

According to best practices for crisis social media management, how frequently should an organization post updates during an actively evolving crisis?

Answer: Regularly on a predictable schedule even if only to confirm no new developments

Regular, scheduled updates—even brief 'no new developments' posts—prevent information vacuums and signal that the organization is actively monitoring and responsive.

When a crisis is caused by employee misconduct, which framing approach helps protect organizational reputation without absolving responsibility?

Answer: Acknowledging systemic failures while announcing corrective measures

Acknowledging that systemic or oversight failures contributed, paired with concrete corrective action, demonstrates accountability without scapegoating or avoiding responsibility.

In the context of the ABC exam, 'issue management' differs from 'crisis communication' primarily because issue management:

Answer: Is proactive and aims to prevent issues from escalating into crises

Issue management is a proactive discipline that monitors emerging concerns and intervenes early to prevent them from developing into full-blown crises.

Which psychological concept explains why audiences tend to remember and share the FIRST piece of information they receive about a crisis, even if later corrected?

Answer: Anchoring effect

The anchoring effect means initial crisis information serves as a mental reference point that persists and influences perception even after corrections are issued.

A crisis communicator is writing the post-crisis report. Which section should come LAST and focus on systemic improvements?

Answer: Lessons learned and corrective action plan

The lessons-learned and corrective action section closes the post-crisis report by translating experience into forward-looking improvements to plans, training, and processes.