Crisis Communication & Reputation Management Flashcards
7 cards from real CCP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Crisis Communication & Reputation Management flashcards as text
The 'domino effect' in crisis communication refers to:
Answer: A cascade of negative media stories triggered by one initial report
The domino effect describes how one negative news report can trigger a cascade of additional coverage across media outlets, amplifying reputational damage.
Organizational transparency during a crisis is best demonstrated by:
Answer: Providing regular updates even when new information is limited
Regular updates—even to say 'we are still investigating'—signal openness and prevent misinformation from filling the information vacuum.
Which communication approach is recommended when an organization must address false information spread online during a crisis?
Answer: Swift, factual corrections on the same channels where misinformation is circulating
Correcting misinformation on the same platforms where it is spreading reaches the audiences already exposed and is the most direct and cost-effective counter-strategy.
A 'crisis communication committee' typically excludes which of the following?
Answer: Front-line customer service staff
Crisis communication committees are typically composed of senior leadership from PR, legal, HR, and operations—front-line staff are informed but not decision-making members.
The 'inoculation theory' applied to reputation management suggests that organizations should:
Answer: Pre-expose audiences to weakened versions of potential attacks to build resistance
Inoculation theory suggests that pre-emptively introducing and refuting potential criticisms makes audiences more resistant to those arguments when they emerge in a crisis.
Which type of crisis poses the greatest long-term reputational risk according to research?
Answer: Organizational misconduct involving ethical violations by leadership
Leadership misconduct crises generate the highest attribution of organizational responsibility and typically cause the deepest, longest-lasting reputational damage.
When preparing key messages for a crisis, communicators should follow the principle of:
Answer: Three to five core messages repeated consistently across all channels
Repeating three to five core messages consistently across all channels ensures stakeholders receive a coherent, unified narrative regardless of where they encounter the information.