Crisis Communication & Management Flashcards
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Read the first 7 Crisis Communication & Management flashcards as text
What is the main purpose of pre-scripted messages in a crisis communication plan?
Answer: To enable rapid, vetted communication when time is critical
Pre-scripted messages allow organizations to respond immediately with approved language, reducing delay and inconsistency under pressure.
Which scenario best illustrates 'crisis contagion' in communication?
Answer: Negative media coverage of one industry causing reputational damage to similar organizations
Crisis contagion occurs when one organization's crisis triggers reputational or operational damage to similar entities through association.
The 'mental noise' model in risk communication suggests that during high stress, people:
Answer: Can only retain approximately three key messages
Mental noise reduces cognitive capacity under stress, so communicators should limit messages to about three simple, clear points.
A 'communication cascade' in organizational crisis management refers to:
Answer: A tiered system for distributing information from leadership to all stakeholders
A communication cascade ensures information flows systematically from executives down through managers to frontline staff and external audiences.
In crisis communication, 'empathy statements' are used primarily to:
Answer: Demonstrate understanding of audience concerns without assigning blame
Empathy statements acknowledge the human impact of a crisis and show the organization cares, without constituting a legal admission.
Which communication approach is recommended when a crisis involves potential health risks to the public?
Answer: Communicate early with clear protective action guidance even if some facts are uncertain
Early communication with actionable protective guidance protects public health even before complete information is available.
What is the purpose of a 'Q&A document' (anticipated questions and answers) prepared before a crisis press conference?
Answer: To prepare spokespeople for likely questions and ensure consistent accurate responses
Anticipated Q&A documents help spokespeople respond accurately and consistently to predictable questions under media pressure.