After I read the chapter,I have learned a theoretical conceptualization of the process of crisis communication and an understanding of crisis communication practices(from the examples).
A crisis is an event that occurs suddenly, often unexpectedly, and demands a quick response. A crisis can be a natural event, such as an earthquake or a hurricane, or it can be man-made, such as an explosion, a scandal, or a conflict. Ultimately, it can threaten the reputation of a top official and an organization. Generally speaking,crisis communication focuses on the advanced level of public relations. Because crises are getting more and more frequent , it is important to understand crisis communication from an academic and a practitioner point-of-view.In my opinion, organizations should develop a particular emphasis to cover the advent of new media technology,the growing development in international public relations, the rise of consumer power, and the need for an audience-orientation to studying and practicing crisis communication.
The key to effective crisis communication is to be prepared before a crisis occurs. If an emergency happens, there is little time to think much less to plan. Without a good crisis plan, managers and organizations can be overwhelmed by events.Some managers believe that the best crisis communication in a crisis is to be forthcoming and honest ,and bring all the key players into a room and get the facts straight.
Real world example:
The other side of crisis communications is sending messages during a crisis. Nowadays,blogs can provide updated information of a crises. Like dedicated crisis sections of a web site, blogs can be updated quickly. Blogs have the added feature of interactivity. Stakeholders can post comments/give feedback and ask questions. RSS can be used to reach employees or other stakeholders . Podcasts and videos also can be released . For example, Jet Blue’s apology video on YouTube is frequently given as an example of an effective use of video in a crisis. The idea is to use multiple channels to release the crisis information.
Reference:
http://www.springerlink.com/content/m46r5v1144404207/
The book provides the overview of crisis communication.
http://www.instituteforpr.org/essential_knowledge/detail/crisis_management_and_communications/
The article provides good information of crisis communication and crisis management .
Communicating effectively during a crisis is crucial for companies. Having a plan in place can alleviate much of the aggravation of getting out a message to all of your constituencies. It can also prevent mistakes.
ReplyDeleteLocally, a large employer in the region, Kuchera Industries became embroiled in a crisis involving possible corruption and fraud by the owners. The company responded to the crisis by communicating with the press that the company would continue to operate as usual and more importantly, the company representatives met with employees to alleviate any fears about their jobs and the company's standing. The employees are not speaking to the media and anyone who does comment appears to have a consistent message. While it is still unknow how the situation will end, to date the crisis has been moved to the back burner of the news and the company has apparently moved on.
http://www.kuchera.com/
Interestingly, there is a website that tracks Kuchera's lobby spending. Can anyone say government relations?
http://www.opensecrets.org/lobby/clientsum.php?lname=Kuchera+Industries&year=2008
A crisis is an unplanned event that has a negative effect that the company must address. A crisis has the element of surprise, vague or little immediate information; it happens at a quick pace and involves intense scrutiny from various groups. At the time of crisis, communication goals should contribute to ending the crisis, gathering as much information as likely to protect your organization’s reputation, reducing tension, representing commitment to values, communicating to media as early as possible, communicating directly with affected constituents, communicating promptly and constantly to maintain control of flow of information. At last, it is most important that business must continue.
ReplyDeleteCrisis communications. When reading about the most recent happenings in the United States, it almost seems as though this needs to be a staple of organization's functionings. While it is better to prevent a crisis, then try to deal with it in hindsight, effective crisis communication may be the main component of the surivial kit for some organizations.
ReplyDeleteIn the midst and aftermath of a crisis, it is important for the organization to try to salvage its reputation and image. Without concentrating on these factors, an organization may become its own worst enemy.
http://communication.howstuffworks.com/how-crisis-communication-plans-work.htm
This article not only defines crisis communications and plans, but provides the nuts and blots behind an effective actions for internal and external pertaining to the current and aftermath.
I forgot to sign my name to the blog on April 21st at 3:31 pm
ReplyDeleteCarrie Jenkins