Documente Academic
Documente Profesional
Documente Cultură
COMM 633
Strategic Crisis and Issues Management
Grayson/Summer 2009
Short Answers
Examples of what not to provide would include the secret recipe of KFC
chicken, social security numbers of employees, personnel records of victims.
In the case of the Gaffney serial killer, details about the investigation and the
information being used to track and apprehend the suspect were knowingly
withheld – presumably facilitating capture and for the greater good of public
safety.
While selective coverage may have worked several decades ago, today‟s
environment of instant communications is different. Journalism is highly
competitive – the story is about the story, and the reporter is not much of a
factor from the public‟s point of view. Favoritism of media could become
part of the story itself, fanning more angles and drawing more attention to
the event. It could be used to taint the organization‟s reputation, of not
operating totally above board, and could become another nail in the
reputation coffin.
6) Per Fearn-Banks, the essential role of crisis communications comprises what two
elements? Provide dialog between the organization and it‟s publics before,
during and after a negative occurrence, and provide strategies and tactics to
minimize the damage to the reputation/image of an organization.
Power- how strong is the stakeholder, how able are they to disrupt
organizational operations?
Legitimacy-will others view the reason for conflict as serious or
meaningful?
Willingness to Confront-how important is it to the stakeholder and what
energy will they put into dealing with the issue.
True/False
1) The White Star Line crisis management and communications plan contemplated a
fire on board ship, but not a sinking. FALSE
2) Johnson & Johnson failed to recognize several prodromes to the Tylenol matter,
but recovered to handle the crisis well largely due to skillful media relations
practices. FALSE
7) Stakeholders are more likely to draw upon indirect than direct experience when
crafting their personal views of an organization’s reputation. TRUE
10) Crisis managers should focus solely on their own stakeholders, even at the
expense of public opinion experts. FALSE
Fill-in-the-Blank
1) Pepsi released to the media precise details about its bottling process in an attempt
to rebut claims that hypodermic needles could have been placed in the cans before
leaving the factories.
5) Per Coombs (citing Mitroff), one measure of success for crisis management is the
speed at which normal operations are restored.
10) In its simplest form, expected value is the anticipated outcome of an event
multiplied by the probability of the event occurring.
Essay
Imagine you were the head of corporate communications for the White Star Line during
the Titanic disaster. Would you have used an alternative approach to communications,
before, during and/or after the accident? If so, please provide detail.
Before – I would have created a crisis communications plan at the very least. I
would have worked with newspaper reporters even more closely, not only to
promote the magnificent and opulent liners we were introducing, but to broaden
our relationships with our newspaper men. I would have set up a system of
communication between our ships and our home office. As part of the overall
training our captain and crew undertook prior to sailing (which did include a quick
lifeboat test), we would have practiced using the radio communication system.
During – Upon receiving the first sense of a problem regarding the Titanic, I would
have contacted key leaders in the organization (the head of White Star, Bruce
Ismay, was aboard the ship, so I would have had to contact other key people at the
Company). We would determine who our spokesperson would be, and would work
together as a team. As knowledge of the event was sketchy, contradictory and non-
verifiable, I would have made efforts to get information from the ship‟s radio and
from the other ships in the area, as we want to be the first to know what is going on
if possible. Learning that there was a significant issue, I would have been proactive
and issued a news release through my key reporters that an incident had occurred
and that White Star would provide updated information as it became available. I
would make sure that we were visible and accessible during this time of potential
crisis and uncertainty.
As information became known that the ship was foundering, I would have
announced through news releases and a public statement that we had a serious
incident and that we were highly concerned about the safety of our passengers and
crew. We would provide updates as information became available, and would craft
our messages to focus on the human element of the story, our concern for the
people. As it became apparent we had fault in this, we would issue an apology,
including that it appeared that this disaster resulted from a series of misfortunes
and errors that we had not anticipated. When it became clear what our faults were,
I would admit all of our mistakes at one time (the lack of lifeboats, crew decisions,
an inadequate evacuation plan) and again express contrition that human lives were
placed in jeopardy and highlight our concern for families and all those suffering
with the uncertainties surrounding the Titanic incident.
As the magnitude of the disaster unfolded, and the news kept getting worse, I
would have tried to redefine the crisis away from the Company and instead have the
disaster focus be on the human tragedy. I would spotlight White Star‟s commitment
to the victims and their families. I would set up a location in New York where
family could gather for the latest information and where we could provide support
to them. The location would have two areas, one for passengers‟ families, one for
the crew‟s (societal issues were…different in 1912). At the same time, I would also
reach out to influencers. I would contact the ship builder and get an expert in as
part of the White Star team to talk about the safety issues that were included in the
construction of the vessel and detail the state-of-the-art features incorporated into
the planning and building of the ship. Other examples of influencers could be
maritime officials or governmental representatives (who could speak to the
compliance of regulations by White Star, and not specifically that they did comply
with the number of lifeboats – even if, as proved, the number was grossly
inadequate).
In my communications, I would look to crafting messages that were both
consistent (avoiding contradictory statements) and tailored to each of our key
stakeholders: passengers and their families, employees (ships crew and all White
Star and IMM employees), shareholders, future customers, competitors and the
general public.
After – I would focus on rebuilding the White Star reputation. This would be an
ongoing process. I would change our PR from what it was before the disaster, of
touting opulence and the unsinkability of our ships, to one where White Star
stressed safety with luxury, and a compassionate concern for our passengers and
crew. I would publicize the steps we have taken, after analyzing the crisis, to
prevent future incidents (including any ship modifications as a protection to our
investments in our fleet of ships). I would have White Star be part of a crusade for
stronger maritime safety measures. I would gather information about Captain
Smith. As he went down with the ship, he could have been cast (if it turned out to be
accurate) in a heroic light even though he efforts were not enough to save all lives or
save the ship, and could have added a positive corporate human element to the
aftermath of the disaster.
We would not want to be seen as arrogant and negligent, as could (and did)
happen without a crisis communications plan.