Crisis Evaluation
The two aspects that must be analyzed when conducting a crisis evaluation.
What is internal performance (of the CMT/CMP) and impact of the crisis event.
What is the bank of trust.
Three sources that should be analyzed to determine stakeholder sentiment about a brand post-crisis.
What are media coverage, internet comments, and stakeholder feedback shared via focus groups, surveys and interviews.
Two team members who should be represented on the core crisis management team (CMT).
What are operations or manufacturing, legal, PR, social media, security & the CEO/representative.
Two crisis response strategies.
What are apology, reminding, ingratiation, justification, etc.
The goal in crisis evaluation.
What is the damage should be less than anticipated.
The term for people who have an economic, social and political relationships with your organization.
What are stakeholders.
Name three crisis typologies.
What are human error, technical breakdown, natural disaster, malevolence, etc.
Name two CMP templates that should be included in crisis preparation.
What are a media call list, incident list, crisis procedures, etc.
The four ways an organization can respond to a crisis event.
What are repent, repress, reform and refute.
One of the most effective ways to gather stakeholder feedback.
What is focus groups, surveys, and interviews.
During an emotionally charged situation, the ability to process information is reduced by this percentage.
What is 80%.
The formula for assigning a threat assessment score.
What is likelihood X impact = crisis threat.
Why it is important to understand stakeholders’ expectations of an organization.
What is to ensure alignment between the organization and its stakeholders.
Two factors organizations consider when determining what, if any, preventative action they may take to mitigate a risk.
What are safety and cost.
Two factors that must be considered when evaluating the safety and well being of stakeholders?
What is:
•# of injuries and deaths caused by crisis
•Psychological impact
Name an organization with a strong bank of trust.
What is Mattress Mack, TOMS, Patagonia, Samsung, Walt Disney, etc.
This is the purpose of issues management.
What is to monitor and prepare for a trend, political or socio-economic issue that can impact an organization if not addressed.
The two primary concerns for a crisis communications manager.
What are human life & well being and business continuity/brand reputation.
The four-step formula to crafting a crisis response.
What is:
Criteria that signal a crisis is resolved.
What is:
•Organization has strong pre-crisis ethical standard
•Organization has strong, positive pre-crisis relationships with constituencies
•Organization can see life beyond the crisis rather than trying to escape blame
The primary value of social media to crisis communicators.
What is listening.
Post-evaluation survey questions cover these four key categories.
What are:
•Person’s role in the crisis
•Level of satisfaction with notification and ways to improve it
•Comments on strengths and weaknesses in crisis management performance
•Suggestions for improving the CMP
The difference between issues management and risk management.
What is issues is external and risk management focuses on internal threats.
The response a spokesperson should give if they are asked a question they can't answer immediately.
What is: "I will look into that and get back to you when I have more information."
It's NOT: "No comment."