...UNITED STATES SPORTS ACADEMY Crisis Communications A Class Paper Submitted for SAM 551 Public Relations in Sports Professor: Dr. Tim Newman Timothy J Hawkins Daphne, Alabama March 19, 2013 PR professionals don't anticipate crises, rather they, take the opportunity just as athletes, to "train and prepare" for a crisis and the ensuing need for a communication strategy. Well at least some do. The scandal at Penn State University shows not all are prepared for a crisis when it arises. When something of this magnitude hits a college campus the fate of the school lies in the hands of the public relations professional at the school. All sport teams and colleges should have a crisis communication plan and plan of action in place. Hopefully one they never have to use but the exercise of getting your event team together or your staff and going through a "what if" scenario for several key or major milestones in the event, is essential. The time to prepare for a crisis might seem like time that is not well spent. With lots of little details to manage, taking time out to put into place a plan, just in case, seems almost trivial to some event planners and marketers. The Penn State University officials handled the situation poorly. The mistakes that they made were many. The public relation reps should not have delayed a response to allegations. What the reps and the athletic department should have done was to face the public promptly clarifying misconceptions...
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...Running head: MANAGING A CRISIS USING PR SIMULATION SUMMARY Managing a Crisis Using PR Simulation Summary University of Phoenix MKT/438 – Public Relations Managing a Crisis Using PR Simulation Summary The following paragraphs present an interesting scenario of a most peculiar mishap regarding one of the turbines used by an environmentally safe electric company named Greenergy. The concepts in this summary give insight into proactive planning, feedback mechanisms, examples of ineffectual deployments, when to use proactive crisis management, and reactive crisis management as is associated with PR. Most importantly, by the end of this report a clear understanding of how to manage a crisis will have been acquired. Proactive Planning Proactive planning is a concept designated to the sole purpose of being prepared prior to an action or occurrence. The ability to cope with and endure an event is always in the company’s best interest as well as all publics involved. Proactive planning is merely the thoughts and actions taken in order to forecast and deal with crisis situations in a positive manner by way of a variety of tools available to Public Relations (University of Phoenix, 2010). Feedback Mechanism The situation Greenergy found itself in affects many publics at every level. An ideal...
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...financial stability of the organization. This crisis involves a recent explosion at one of the plants at the XYZ Corporation and will require the development of an external relations strategy in order to rebuild the corporate image of the organization. The goal of the XYZ Corporation will be to develop a communications and external relations strategy to explain the events that led up to the explosion at the plant and explains the steps that will be taken to fix the problem. The external relations strategy will coordinate the dissemination of information and effectively manage the crisis. An effective communication channel is needed to establish positive feedback throughout the organization. So then, a team is created specifically to implement these channels. This communications team will be responsible for assessing the situation, developing and implementing the communication plan and following up on the success of the plan. The communication team will develop a plan of action that will result in a more positive corporate image. This team will consist of: top executives from the XYZ Corporation, a PR person will be identified and the communication nodes will be determined. The PR will be used to establish the credibility of the corporation and to persuade the public to take a more positive view of the corporation. The team will also come up with the steps that it will take to repair the image of the corporation. Successful crisis management depends largely on developing a planned...
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...Topic-; Identify any crisis, which occurred recently in industry/organization critically analyze the ways by which it was resolved. What is management crisis?Crises can strike any company at any time. Microsoft, ValuJet, Chrysler, Pepsi and the tobacco industry are some of the most recent companies that can attest to this fact, but they are not the only ones. Crises do not discriminate based on a company’s size or notoriety, and they can hit when a company least expects them. They come in many forms – strikes, layoffs, product recalls or allegations of misconduct, but while some of these may seem small, every crisis has the potential to damage the reputation of a company. Regardless of the severity of the situation, crises pose a serious threat to companies – not only to their reputation but their fiscal health as well. When Odwalla’s apple juice was thought to be the cause of an outbreak of E. coli bacteria, the company lost a third of its market value. The same allegation against Jack in the Box restaurant in 1993 caused the hamburger chain’s stock price to fall from $14 a share to nearly $3 a share. On the other hand, some companies emerge from crises unscathed in the eyes of consumers and investors. Johnson and Johnson is one such company. After it was discovered that its Tylenol capsules had been laced with cyanide, Johnson and Johnson reacted in such an effective way that the case is now well-documented as an example of successful crisis management. The factor that...
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...large. When an effective plan is developed, it can help an organization streamline their communication process throughout the entire company. After the Lac-Megantic crisis in June 2013, PR representatives believed that many executives from the Montreal Maine & Atlantic Railway (MMA) failed to effectively communicate the tragedy. What most companies tend to overlook is how they will approach a crisis from a communications perspective (Kirby, 2010). No matter what field of business you are in, there should be a crisis communication plan. This report will show an effective approach to develop a crisis communication plan. Developing a Crisis Response Strategy In the report written by Hanna Park, “EXPLORING EFFECTIVE POST-CRISIS RESPONSE STRATEGIES”, she defines a crisis communication strategy as what a company does and says after a crisis (Park, 2013). This means that any inappropriate response by a company can lead to a negative consequence compared to a quick and proper response helps manage a crisis in a more effective way which can then also help to minimize reputational damage. A company’s initial response will be considered the company’s initial reaction to the crisis right after the crisis. The company should first let people know what happened and how the crisis may affect them by instructing information. This will allow them to protect themselves physically from a crisis (Sturges 1994, p. 308). The next step would be for the company to develop a message for the affected...
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...maintaining both a continuity and disaster recovery plan. Enterprise, organizational, and business continuity plans all have the same roots. These programs shape the methods and actions required to maintain an acceptable level of business function while facing a myriad of operational challenges (Lindros & Tittel, 2014). The variables that create these challenges may in include, but not limited to, environmental disasters, internal mishaps, and political unrest. Nonetheless, a complete enterprise continuity plan (ECP) includes an organizational disaster recovery plan (DRP) for technical systems restoration. A DRP serves to outline the process and procedures needed by an organization’s information technology team when restoring critical technical systems after a crisis (Lindros & Tittel, 2014). The university is hoping to become as a center of academic excellence through a certification presented by the National Security Agency (NSA). With this certification, the school may see the possibility of increased funding from the government and external organizations. Additionally, other designations may include, but not limited to, research awards, the hiring of esteemed faculty members and the increase in enrollment. The organization will have to develop and show the execution of their ECP and DRP, to achieve the NSA certification. To kick this off the school must first assess several areas before structuring the plans. The university must identify what the program will...
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...Final Paper Management 5000 – OGF1 2010 Management Statement of the Problem From the perspective of strategic planning and leadership, how could British Petroleum Company (BP) have minimized the risk of the deepwater oil drilling incident of April 20, 2010, and done a better job of crisis management after the fact? This environmental emergency was the result of the Deepwater Horizon drilling rig explosion which killed 11 workers, injured 17 others, and resulted in a sea-floor oil gusher leaking 185 million gallons of crude oil into the Gulf of Mexico. The media is filled with stories criticizing BP for not taking proper precautions to prevent the accident, and for their public response immediately following it. The following are representative of the headlines covering media outlets across the country and internationally: “BP touts itself as ‘green’, but faces PR disaster with BP oil spill” (Farhi, 2010), “Another Torrent BP Works to Stem: Its C.E.O.” (Krauss, 2010) “BP contingency plans for dealing with oil spill was riddled with errors” (Clark, 2010), “BP’s failures made worse by PR mistakes” (Weber, 2010), “BP oil spill: Leadership and IT failure (Krigsman, 2010). Statement of major relevant principles to be applied The major relevant principles to be applied to this analysis are strategic planning and leadership as they relate to crisis management. Strategic Planning Strategic planning is the process by which organizations define their strategy and make decisions...
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...Studies Vol. 2, No. 1; June 2010 Studies on College Student Psychological Crisis Intervention System Feng Han School of Management, Shenyang Jianzhu University, Shengyang 110068, China E-mail:hanf606@163.com The present paper was the research results of Technology Key Project of “Control and Treatment of Water Pollution” (No. 2008ZX07208-001) and the project of Shenyang Association of Social Sciences (No. sysk2010-10-12). Abstract The psychological crisis of college students has its own characteristics. The present paper attempted to analyze the constant monitoring mode in the daily management of college student psychological crisis in combination with investigation and evaluation system, through attaching great importance to the events that involved in psychological counseling of students, paying considerable attention to psychological guidance of college students among special groups, actively developing mental health education activities for all students, and extracurricular activities beneficial for improving the psychological health of college students and so on, construct a psychological crisis intervention system of college students, and bring forward the ancillary contents, such as the team and groups, information channels construction of college student mental health, and strengthening the daily safety education and management of students and so on. Keywords: College students, Psychological crisis, Intervention system College student psychology development has its unique...
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...ACME Furniture Crisis Management Plan 2013 NB – A crisis management template has been used in creating this plan. The template is available from http://www.brighthubpm.com/risk-management/104970-tips-and-template-for-developing-a-crisis-management-plan/ Table of Contents I. Purpose: 4 Principals for crisis management 4 II. Process: 5 III. Communication Responses Protocol (List of Emergency Contacts): 6 iii – (a) Key personnel, Legal Counsels and Advisors 6 iii – (b) Crisis Management Team 6 iii – (c) communications team 6 IV. Roles and Responsibilities 7 iv – (a) Crisis Management Team 7 iv – (b) Communications team 7 V. Critical Scenarios/Incidents of Medical Emergencies/ Attacks against ACME Furniture’s Integrity & Reputation 10 v – (a) CRITICAL SCENARIOS: 10 v – (b) Incidents of Medical Emergencies: 10 v – (c) Attacks against ACME Furniture’s Integrity & Reputation: 10 VI. Emergency Response Centre 11 VII. Employees 12 VII – (a) Office 12 VII – (b) Retail Outlet 12 VII – (c) Factory 12 VII – (d) Warehouse 12 VIII. References 13 I. Purpose: This document provides a plan of action in the event of any business disruptions or interruptions that pose threats of damages to life, property or reputation to ACME Furniture. This document contains plans for setting up and running a crisis management centre, media responses and roles responsibilities, key contacts and personnel of ACME Furniture. This document...
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...Executive Summary This paper will evaluate the communication strategy of the fictional new CEO of XYZ global financial services firm, which has been negatively impacted by a national investment crisis. It will include communication strategies to release to its target audience and stakeholders utilizing tools learned in Mary Munter’s Guide to Managerial Communication. The stakeholders have been identified as the firm’s employees, customers, shareholders, and the financial regulators. The shared common concerns of this group are the financial health of XYZ global financial services firm balance sheet, and the plans to meet regulatory obligations and compliance, and the lessons learned from the national investment crisis that will be incorporated into a risk management plan. In addition, it will discuss the recommendation of three areas that as the new CEO of XYZ global financial services firm needs to focus and apply to influence the values of the firm and prevent a future crisis by creating a culture of candor, trust, and learning. Introduction Values are beliefs that people have about what is important or worthwhile to them. Values influence behavior because people seek more of what they value. As U.S. Supreme Court Justice Potter Stewart concluded, “There is a difference between what you have a right to do, and what is right to do.” (JWMI 505, Wk 8, Lecture 1). Values therefore can be seen as the guideposts for behavior...
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...Crisis Management Communication Plan HCS 350 May 19, 2014 Kristina Alums Crisis Management Communication Plan Crisis is a time of intense difficulty, trouble or danger. Trauma is a deeply distressing or disturbing experience and a disaster is a sudden event that causes a great deal of damage or loss of life. Any of these circumstances can happen to an individual, a group of people, to a business, an organization, or a community without any notice. Crisis management is an essential process that organizations adopt to deal with a sudden emergency situation and it should include a crisis management plan. It is a basic guide to provide a response system to a major crisis, trauma, or disaster that is occurring. Anyone that experiences a disaster, trauma, or crisis is affected by it in some way or fashion and having a well planned communication strategy has the potential to lessen the impact of stress while being able to deliver accurate and timely information within the organization and to the public (U.S. Dept. of Health, 2012). Having a clear understanding of roles and procedures is also critical to help individuals manage stress. Communication During a of crisis, trauma, or disaster time is short, decisions are urgent, information is typically limited, and the opportunities for the interaction we require are constrained which can cause communication to be challenging. Pressure is also greater during a crisis. Ineffective communication has proven to be a major contributor...
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...Introduction Today’s, AirAsia Berhad has become one of the well-known and popular name among the airlines industry. The AirAsia is a name synonymous with low fares, quality service and dependability. The company has made flying affordable for more than 50 million guests. Now, the airline company is the leading low fare airline in the Asia since it has been expanding rapidly since 2001, to become an award winning and the largest low cost carrier in Asia. With a fleet of 72 aircrafts, AirAsia flies to over 61 domestic and international destinations with 108 routes, and operates over 400 flights daily from hubs located in Malaysia, Thailand and Indonesia. The airline company was established in 1993 and started operations on 18 November 1996. It was originally founded by a government-owned conglomerate DRB-Hicom. In 1996, the company became Malaysia’s second national carrier, and officially commenced operations as a full-service domestic airline with two aircraft. Five years after in December 2001, Tune Air acquired a 99.25% shareholding in the company from Hicom. On 2 December 2001, the heavily-indebted airline was purchased by former Time Warner executive Tony Fernandes and his partners for the token sum of one ringgit. At that time, Fernandes and his partners have set up the company Tune Air Sdn Bhd, an airline holding company then bought over AirAsia. Since it was set up by Tony Fernandes in year 2001, the AirAsia has become the leading low-cost carrier in Southeast Asia...
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...Communication and Crisis Paper Communication and Crisis Paper Lillian Williams University Of Phoenix Abstract Crisis management is a very critical organization function. If failed it can result in extreme harm to stakeholders, extreme loss for the organization, and/or end the very existence of the organization. Having public relations practitioners are an important part of crisis management teams. A lot books have been written about crisis management by both the practitioners and the researchers from many different disciplines making it a challenge to take in what all we know about crisis management and public relations’. Communication and Crisis Paper Effective crisis management handles any of the threats sequentially. The most important concern in a crisis must to the safety of the public. Failure to address the safety of the public increases the damage from a crisis. Reputation and financial concerns will be considered after the safety of the public has been remedied. Ultimately, crisis management was designed to protect an organization and its stakeholders from any threats or to reduce the impact felt by the threats. Prevention of a crisis involves seeking to reduce the known risks that would lead to the crisis. This would be part of an organization’s risk management program. Preparation of a crisis involves: creating a crisis management plan, selecting and training for the crisis with management team, and doing exercises to test the crisis management plan with the...
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...Crisis Management Simulations Preparing for the unexpected is what most businesses and governments strive to do. They hope to curb the next disaster in their favor. Or in worst-case scenario, businesses and governments hope to at least curb the crisis to be the least damaging to their image. The question people struggle with is how can these organizations prepare for every possible crisis they could encounter? It is simple: they cannot. However, with today’s technology many organizations have implemented crisis management simulations to better prepare for these worst-case scenarios as well as test the organizations’ tactics used in managing crises. Crisis simulations are relatively new and unheard of in some companies. Crisis management’s purpose is to engage “the whole organization in efforts to avert crises that may affect the firm, and to effectively manage those that do occur” (Pearson, n.d.). Organized crises are used in firms to simulate a crisis, such as a PR scandal or terrorist attack, and test the organization’s reaction to the event, how the crisis is handled, and if it is done effectively. These simulations are recently becoming popular to use in organizations because of new technology that gives them a real-time, fast-paced feel. Companies are now realizing that “as the development of new technology outpaces our ability to fully understand its impact, and as global reach relentlessly stretches organizational capabilities, ‘firefighting’ becomes a way of life” (Pearson...
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...Crisis Management Communication Plan HCS/350 Crisis Communication The daily challenges in the healthcare industry requires crisis management and communication within the team. As a member of the healthcare team, there is a great deal of pressure and the need to make quick decisions when it comes to dealing with life and death aspects of human nature. The main focus of the day to day operations in a healthcare facility is focused on the immediate care of patients, so it becomes very easy to overlook a crisis that might be developing concurrently: a public relations (PR) crisis. People in crisis experience an actual or perceived overwhelming threat to self-concept, or a loss that conventional coping measures cannot handle (Arnold & Boggs, 2011). Crisis Management Plan A huge part of strategic planning in long-term care facilities entails critical disaster planning to determine overall risk management strategy. Often times, facilities adequately prepared to deal with angry families, the media, or special advocacy groups after an emergency or disaster occurs. Not only do facilities require an evacuation plan, but they also need to develop a strategy in place to manage the crisis in the community (Robb, 2006). When it comes to handling a public relations (PR) crisis, nursing homes need to make sure they prepare ahead of time. Good preparation by the administrator and other members of the leadership team will save headaches, stress, and money...
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