Crisis Communication & Management Flashcards

Which type of crisis originates from outside the organization and is largely beyond its control?

Answer: Victim crisis

In SCCT, victim crises (e.g., natural disasters, workplace violence by outsiders) place the organization as a victim with minimal responsibility.

The 'sandwich' approach to delivering bad news in a crisis statement involves:

Answer: Opening and closing with positive information around negative content

The sandwich method frames negative content between positive or empathetic statements to soften impact while maintaining transparency.

A company discovers a rumor spreading on social media about its product being dangerous. What should the communication team do FIRST?

Answer: Verify the facts before responding

Verifying the accuracy of claims before responding prevents issuing statements that may later need retraction.

Which element is most critical to include in every crisis statement?

Answer: Clear, factual information about what happened and next steps

Effective crisis statements must provide accurate facts and actionable next steps to address public concern and prevent misinformation.

What is 'crisis fatigue' in the context of organizational communication?

Answer: The public's diminished response and attention to repeated crises from the same organization

Crisis fatigue occurs when audiences become desensitized to an organization's repeated crises, reducing the effectiveness of apologies and responses.

During a crisis, which communication channel typically reaches the widest audience most rapidly?

Answer: Social media platforms

Social media platforms enable near-instantaneous mass communication, making them the fastest channel for broad crisis messaging.

The 'steal thunder' strategy in crisis management involves:

Answer: The organization proactively disclosing bad news before others report it

Stealing thunder means self-disclosing a crisis before journalists or others break the story, which research shows improves reputation outcomes.