Crisis Communication & Notifications Flashcards
7 cards from real CIM 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 & Notifications flashcards as text
A stakeholder map in incident communications is used to:
Answer: Identify who needs to be notified, their preferred channel, and their role in response
A stakeholder map ensures no key audience is overlooked and that communication is tailored to each group's needs and channels.
What is the main purpose of a 'holding statement' issued at the start of a public crisis?
Answer: To acknowledge the incident and buy time while full facts are gathered
A holding statement signals awareness and concern to the public while the organization gathers verified facts for a more complete response.
In a multi-team incident response, who is typically responsible for managing external communications?
Answer: The Communications Lead or Public Relations representative
The Communications Lead owns external messaging to customers, media, and regulators, freeing the Incident Commander to focus on resolution.
Which metric best measures the effectiveness of incident notification processes?
Answer: Mean Time to Notify (MTTN) — the time between detection and first stakeholder alert
MTTN directly reflects how quickly the communication process activates after an incident is detected, making it the most actionable notification metric.
When communicating an incident to customers, which of the following should be AVOIDED?
Answer: Using technical jargon and internal system names
Technical jargon confuses customers and reduces trust; external communications must use plain, customer-centric language.
What is the role of a 'communication tree' or 'call tree' in incident management?
Answer: A hierarchical notification structure defining who contacts whom in sequence
A call tree ensures systematic, rapid notification by defining a branching chain of who is responsible for notifying whom.
Which of the following BEST describes 'two-way communication' during a crisis?
Answer: Establishing channels for stakeholders to ask questions and receive responses in addition to broadcast updates
Two-way communication enables stakeholder feedback and questions, building trust and surfacing concerns that could affect the response.