Crisis Communication & Reputation Management Flashcards
7 cards from real CCP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Crisis Communication & Reputation Management flashcards as text
In a crisis, the 'spokesperson' role is most effective when filled by someone who:
Answer: Is trained in media relations and authorized to speak on behalf of the org
An effective spokesperson combines media training with organizational authority, not simply the highest rank, ensuring credible and controlled messaging.
The 'bridging' technique in media interviews involves:
Answer: Acknowledging a question and then redirecting to key messages
Bridging is a media training technique where a spokesperson briefly acknowledges the question and then transitions to the organization's key messages.
What is the primary purpose of a crisis communication audit conducted before a crisis occurs?
Answer: To assess vulnerabilities and gaps in existing response plans
A pre-crisis communication audit identifies organizational vulnerabilities, resource gaps, and plan weaknesses so they can be addressed before an actual crisis erupts.
Social media monitoring during a crisis serves primarily to:
Answer: Track sentiment, rumors, and emerging narratives in real time
Real-time social media monitoring during a crisis allows communicators to detect misinformation, track public sentiment, and adapt messaging strategies accordingly.
Which communication principle states that negative information should be disclosed fully rather than parceled out over time?
Answer: Principle of full and timely disclosure
Full and timely disclosure prevents the 'drip effect,' where incremental revelations extend a crisis and compound reputational damage.
A 'crisis communication plan' should be reviewed and updated at minimum:
Answer: Annually and after any significant organizational change or crisis
Crisis plans should be reviewed annually and after crises or major organizational changes to ensure contacts, protocols, and risk scenarios remain current.
The concept of 'paracrisis' refers to:
Answer: A publicly visible crisis threat that can escalate if mishandled
A paracrisis (coined by Coombs) is a publicly visible crisis risk—such as online complaints going viral—that demands a response before it escalates into a full crisis.