Crisis Communication & Management Flashcards

In a multi-stakeholder crisis, why is it important to tailor messages for different audiences?

Answer: Because different groups have different concerns, needs, and levels of exposure to risk

Employees, customers, investors, and communities each have distinct information needs during a crisis that require customized messaging.

Which of the following best describes 'reputational threat' in crisis communication?

Answer: The risk that a crisis will damage how stakeholders perceive an organization

Reputational threat is the potential for a crisis event to damage stakeholder perceptions of an organization's character, competence, or values.

What role does the Joint Information Center (JIC) typically play in a crisis?

Answer: It coordinates communication across multiple responding agencies during large-scale emergencies

A JIC is a centralized hub where multiple agencies coordinate and unify public information during complex, large-scale emergencies.

After a crisis is resolved, a post-crisis communication review should primarily focus on:

Answer: Evaluating what worked and what failed to improve future response

Post-crisis reviews capture lessons learned so organizations can update their crisis plans and strengthen future preparedness.

Which statement about crisis communication planning is most accurate?

Answer: Plans must be regularly tested and updated to remain effective

Crisis plans become outdated quickly due to organizational changes, new platforms, and evolving threats, requiring regular updates and drills.

What is the main risk of using 'no comment' as a response to media questions during a crisis?

Answer: It is interpreted as an admission of guilt or attempt to hide information

'No comment' is widely perceived negatively by the public and media, often implying concealment and damaging organizational credibility.

Empathy in crisis communication is important primarily because it:

Answer: Shows affected parties that the organization understands and cares about their experience

Expressing genuine empathy builds trust and humanizes the organization, helping preserve relationships with affected stakeholders.