Crisis Communication Management
This researcher defines a crisis as a negative circumstance involving an organization and. its stakeholders such as employees, customers, and investors.
W. Timothy Coombs
True or False. Defining what counts as a crisis at your organization is one of the tips of a social media crisis management.
True
This theory explains how managers should handle crisis response strategically based on the organization’s level of responsibility for the event.
Situational Crisis Communication Theory (SCCT)
What is the name of the Chinese twitter?
According to W. Timothy Coombs, this is a negative event that affects both an organization and its stakeholders.
A crisis
Kathleen Fearn-Banks defines this as a process of strategic planning for a crisis that removes some risk and uncertainty and allows an organization to be in greater control of its own destiny.
Crisis management
Is controlling the message one of the benefits of social media in crisis management?
Yes
According to Situational Crisis Communication Theory (SCCT), these are the three clusters of crisis events that vary in reputational threat.
Victim, accident, and intentional
Wiki leaks used this social media platform to share leaks and communicate with the public:
The rise of this technology in the 1990s made crises evolve faster, spread wider, and become harder to control for communicators.
The Internet
This ongoing global survey by Edelman Intelligence measures trust in institutions like business, government, NGOs, and media.
The Edelman Trust Barometer
Which stage of crisis management is the after math companies have to do after the crisis?
Post-crisis
According to Situational Crisis Communication Theory (SCCT), these are the four strategies organizations can use to handle crises.
Rebuild, diminish, deny, bolster
According to the case study, who often faces the most online harassment and stalking?
Women and marginalized users
In the Cracker Barrel rebranding crisis, which three stakeholder groups were directly impacted by the backlash?
Customers, investors, and employees
According to the 2019 Edelman Report, when trust in business, government, and media declined, people turned to these figures to lead the way.
Their employers
In the five stage model, which stage tries to limit the duration of the crisis when it occurs?
Containment
In Social-Mediated Crisis Communication Model (SMCC), these three audience types describe how people engage with crisis information online.
Influencers, followers, and inactives
What is the phrase used to represent how online communicators care for each other in the case study?
“Are you okay?”
The “Trust in Crisis” era began around this year, when global confidence in institutions sharply declined.
2017
In the 2017 Edelman Trust Barometer, this phrase described the global decline in trust across all four key institutions for the first time in twenty years.
“Trust in crisis”
What benefit can help brands/companies have control over their side of the story?
Brand positioning
This model combines traditional and social media crisis strategies.
Integrated Crisis Communication Model (ICC)
What is the theory called discussed in the Weibo article that treats technology as an active participant in human actions?
Actor-Network Theory (ANT)
In a crisis, management fixes the issue, while communication does this.
Explains, apologizes, and restores trust