Issue Mgmnt, Undercover Boss
What does “discursive” mean?
The adjective form of discourse
Risk is a judgement made by individuals about what two things?
How likely it is an event will occur
How severe the negative impact of the event might be if it does occur.
What are the four strategies of apologia?
Denial, bolstering, transcendence, differentiation
What term is described by this definition: "Legitimacy exists in the specific strategic actions of an organization."
Actional Legitimacy
What is the origin of the term "trolling"?
From fishing: To troll for fish by dragging colorful baits/lures to ensnare unsuspecting fish/targets.
Messages designed to influence the development of a public policy
Issues Rhetoric
In this route of the Elaboration Likelihood model, a person makes a decision based on their previously-established identification with the company, rather than engaging directly with the company’s claims and evidence.
Peripheral Route
This theory argues that the “content of the crisis response must match the crisis situation.”
Situational Crisis Communication Theory (SCCT)
This model, popular prior to the rise of social media, argues that mass media first influences opinion leaders who, in turn, influence the people in their lives.
Two-step flow model
This theory says that the media tells the public what to think and what to think about
Agenda-Setting Theory
Which of the following is not argued in the “Undercover Boss” article?
B. It **does not** portray CEOs as superheroes, middle-management as traditional heroes, and underperforming workers as villains.
This theory states that people arrive at an attitude change through two route: Central and Peripheral
Elaboration Likelihood Model (ELM)
According to Attribution theory, these two factors determine the amount of reputational damage an organization will face during a crisis
Intentional/Unintentional; Internal/External cause
_______ is found in social acceptance resulting from adherence to regulative, normative, or cognitive norms that qualify one to exist (and not based on comparisons among organizations).
Legitimacy (as opposed to reputation)
“Save Disney” was the first anti-corporate campaign to effectively do what?
Leverage the internet
In this stage of the Issue Life Cycle, publics have “taken sides” and enabling audiences are moving toward a decision.
Critical Status
Experts and lay publics often perceive, process, and evaluate elements of risk differently. These different filters that shape how we perceive risks are known as:
Risk Perception Frames
What are four typical constraints on an organization’s rhetoric in crisis situations?
Timing, uncertainty, Prior org. rhetoric and actions, the emotional nature of crises.
This type of law typically allows judges more leeway to be persuaded by emotional arguments, such as apologies.
Common law (as opposed to Black Letter Law)
_________ has the following phases: 1. Conception & coordination, 2. Content creation, 3. Social media campaign, 4. Mainstream media coverage.
The Disinformation Lifecycle
The following is an example of what type of Issues Rhetoric strategy? “The best way to remove inefficiencies, control costs, and improve the quality of health care is through competition and choice, the cornerstones of the free marketplace.”
Values Advocacy
This theory argues that many characteristics of risk communication exist on a continuum, and that organizations and their audiences are often motivated to use rhetoric at opposite ends of those continuums (e.g., certainty vs. uncertainty)
Dialectical Tensions
In defending itself against charges of creating pollution, a company draws attention to the contributions it has made to the community in other ways. By creating an association between the organization and something viewed more positively by the audience, the company is using which Apologia strategy?
Bolstering
What are the four effects of corporate apology?
List the five properties of modern trolling.