Lukaszewski's Steps for Crisis
Alert local and public safety officials
If help is available through prior arrangement or business partners
Provide assistance to victims
Gather information about the crisis
If help is available through prior arrangement or business partners
Provide assistance to victims
Gather information about the crisis
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What is the best way to respond to the media during a crisis?
Provide prompt, frank and full information as the crisis unfolds.
Keeping silent makes the problem worse.
Keeping silent makes the problem worse.
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What is the best way to communicate during a crisis?
Assign specific roles to team mambers
Train and retrain the spokesperson - emphasize the need for them to work with others involved and to communicate so the organization is seen as speaking with one voice.
Train and retrain the spokesperson - emphasize the need for them to work with others involved and to communicate so the organization is seen as speaking with one voice.
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How often should a crisis communications plan be reviewed?
At lest annually, a quarterly review is better.
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When should a crisis plan be implemented?
Immediately.
An organization's reputation often stands or falls based on how it handles a crisis during the first 24 hours.
An organization's reputation often stands or falls based on how it handles a crisis during the first 24 hours.
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When a crisis occurs, what's the first step?
Determine what kind of crisis it is.
Two main categories based on consequences - violent (life of loss or property) or nonviolent (typically financial but not always).
Two main categories based on consequences - violent (life of loss or property) or nonviolent (typically financial but not always).
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How should a crisis be defined?
In terms of the triggering event - the cause - if known.
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After priority publics are identified, who should be informed about a crisis first?
Employees and internal audiences.
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What should be done after a crisis is over?
Learn from the experience.
Reconvene the crisis team to evaluate. Review the causes, the organization's response and the outcomes. Make changes to the plan as needed.
Update the crisis management/communication plan.
Reconvene the crisis team to evaluate. Review the causes, the organization's response and the outcomes. Make changes to the plan as needed.
Update the crisis management/communication plan.
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What is an immediate crisis and give an example.
Often natural disasters or major emergencies.
There is often little opportunity for specific research and planning. However, a general plan can be in place and implemented.
There is often little opportunity for specific research and planning. However, a general plan can be in place and implemented.
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What is an emerging crisis? Give an example.
Those that allow more time for analysis and specific planning. Often can be anticipated or minimized at early stages. PR practitioners should inform leaders of situations that are not at the full crisis stage yet but have the potential to become a crisis.
(Employee dissatisfaction, opposition by various groups, budget reductions)
(Employee dissatisfaction, opposition by various groups, budget reductions)
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What is a sustained crisis? Give an example.
Situations that won't go away or could linger for years. Best solution is to stop them as early as possible.
(Dealing with rumors)
(Dealing with rumors)
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Flashcard set info:
Author: Erin
Main topic: Business
Topic: Public Relations
Published: 19.11.2011
Card tags:
All cards (202)
Business literacy (14)
Crisis (15)
definitions (28)
Edward Bernays (3)
ethics (24)
History (12)
Law (32)
publics (4)
Research (45)
RPIE (10)
Theory (7)
