Crisis Communication Best Practices: Some Quibbles and Additions

 The National Center for Food Protection and Defense’s (NCFPD) effort to codify a list of ten best practices in crisis communication is a good starting point for a much needed debate. I had an opportunity to comment on an earlier draft of the paper, and I welcome this second bite of the apple.

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Source: Peter Sandman

Anatomy of Crisis Management: A Case Focusing on a Major Crosscultural Clash within DaimlerChrysler

Effective crisis management in business is not unlike the metaphor noted above – with one caveat. When a crisis is approaching, it is much easier to seize and act upon, but of course it must  be realistically recognized. Once a crisis has passed through the threshold of prodromal (preliminary) recognition and action it is much more difficult to seize and effectively act upon, and  thus the opportunity to more easily deal with it will have passed. Business firms are affected by  many difficult issues including corporate mergers and acquisitions – particularly those that bridge  various types of cultural boundaries, sudden or significant changes in competitors and in new  market products, changes in the availability of resources, government regulations, and a variety  of other crisis and possibly crisis-like events that are not generally associated with the normal  on-going operations of a firm.

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Source: OHN DARLING,  HANNU SERISTÖ,  MIKA GABRIELSSON,

Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory

Crisis managers benefit from understanding  how crisis communication can be used to protect  reputational assets during a crisis. Situational  Crisis Communication Theory (SCCT) offers  a framework for understanding this dynamic.  SCCT provides a mechanism for anticipating  how stakeholders will react to a crisis in terms  of the reputational threat posed by the crisis.  Moreover, SCCT projects how people will  react to the crisis response strategies used  to manage the crisis. From its empirical  research emerges a set of evidence-based crisis  communication guidelines. The development of  SCCT is discussed along with the presentation  of its guidelines for crisis communication.



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Source:  Timothy Coombs

How To Save Your Brand In The Face Of Crisis

In 2009 and 2010 Toyota was the target of much adverse media attention after a series of accidents due to sudden acceleration incidents and brake faults that led to deaths and injuries. The Toyota brand's reputation took a battering.Toyota management had a choice: Be resigned to this fate or use communication strategies to recover from the crisis.


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Source: 

MIT Sloan Management Review, Gita V. Johar, Matthias M. Birk and Sabine A. Einwiller,

Crisis Communication and Social Media

The rapid evolution of new media often results in the practice of public relations getting ahead of research.  The practice of crisis communication is ahead of research in terms of social media.  If you look at training seminars and webinars for crisis communication, social media is emerging as a “hot” topic.  A basic definition of social media is the use of technology to facilitate interaction and the sharing of information.  There is a need to elaborate and build greater knowledge about crisis communications and new media with an emphasis on social media.  So this section was developed to begin compiling information on the topic.


If you want to know more, please click here

Source: W. Timothy Coombs