...Communication and Crisis Paper Yahaira Jorge HCS/320 January 13, 2014 Ms. Tricia Tran Communication and Crisis My name is Yahaira Jorge and I am the director of the regional Emergency Management Office. We have begun to receive official reports of contaminated water with a life-threatening biological agent. As director, I have many priorities in getting this situation under control, but most importantly will need to be in communication with all the organizations involved. Putting our crisis plan into immediate effect will hopefully keep everything organized. The ultimate goal will be to get the information out to the public with a plan, swiftly but making sure not to create panic along the way. Also making sure to get the support from our fire departments and police officers to participate in giving bottles of water to our people not to get sick and ill from this contaminated water. A quick response is very important in a crisis situation. In order to have a quick response, a crisis plan is necessary. A crisis plan will vary from institution to institution, but most will follow similar guidelines. First and foremost, notifications of the situation or event to communications lead, or second in command. This is important because if there is a delay in getting the information to a higher person in command, that could create a bigger mess than needed. Secondly, notify the institution leaders and staff, and ancillary management. Making sure the appropriate management receives the...
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...Communication to Manage Crisis HCS/320 Communication to Manage Crisis Those who work in hospitals have to face crisis. It may happen in the emergency room or even in the manager’s office. Hospital employees need to be ready for such events. Coombs 1999 states that no organization can guarantee that they will not have any crisis. According to Reynolds 2006, crisis may occur internally or externally for the organization but when it occurs people’s lives may be at stake and at the same time the reputation of the company may get jeopardized. During crisis communication as well as improper communication can play a great role. For lack of communication right things may not be done and crisis may occur. Even a rumor may spread and crisis may happen. Communication methods to be adopted during a crisis have been talked about a lot but defining crisis is not so easy. According to Heath 2006, before defining the crisis, the risks need to be identified. According to him a risk may have both negative and positive influences of different levels. If anything happens to people, communication with them can tell us a lot and it can be understood whether crisis can be overcome. Whether reputation can be left intact needs to be understood. I am acting as the director of the Regional Emergency Office and I got reports about the public water that had been infected with something fatal. The pollutant is a biological element that has life threatening effect. We know that biological agents...
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...Communication and Crisis Paper HCS/320 August 28,2014 Terri De Wees Communication and Crisis Paper There is no immunity to crisis for a company. Wither it be a business corporation or a hospital there is always the possibility of crisis. If any company feels that they are in fact immune to crisis they are putting themselves and company in danger. The only way to keep your company afloat after the crisis is to plan ahead; this will help keep your company ahead of the situation. "Companies must take a proactive stance and use forward-thinking crisis management planning as a positive tool to manage their business and lessen the impact of crisis situations” (Maturi, 2011). The Regional Emergency Management Office has received official report that the public water supplies of several towns in the area have become contaminated with a life threating biological agent. As the director for our company I understand that contamination in our water supply is a complicated situation and we are working hard to find a way to better the circumstances. Biological agents are life treating and have the possibility of negatively impact human health. The affects this can have on your health are serious medical conditions that can lead to death. The symptoms that we ask our public to be aware of are nose bleeds, headaches, vomiting, diarrhea and severe abdominal pain. If you at anytime Reference Maturi, R. J. (2011). Managing Crisis Situations: No Company is Immune - How to Deal with...
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...On the Crisis Management of the Modern Enterprise BIAN Tingting1, 2, TAN Zhanglu2 1 School of Management, Beijing Union University, Beijing, China, 100101 2 School of Management, China University of Mining &Technology, Beijing, 100083 teacherbian@126.com Abstract: Modern enterprises are facing more and more crisis from the external environment. This paper starts from the four major foreign crisis management theories, then analyzes the main problems of the enterprise crisis management in our country, finally it raises the three aspects ideas of the modern crisis management. The three aspects are named crisis prevention, crisis resolving and summer up after crisis. From the three aspects, we should strengthen the crisis management, and control the deterioration of the crisis in time to ease the crisis finally to turn crises into opportunitiesin order to minimize or avoid the loss of the enterprise caused by crisis. Keywords: Modern enterprise, crisis, crisis management 1 Introduction With the acceleration of economic and social globalization, internal and external business environment becomes more complex and changeable, and are full of uncertainty. This uncertainty has brought the potential for the enterprise crisis. Today's economic and social development is more than ever vulnerable to social conflict, terrorism, technological disasters, and financial crisis. Crisis exists anywhere and anytime...
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...Communication in Crisis Holly L. Clerkin HCS/320 Abstract Today, you are the director of a regional Emergency Management Office. You begin receiving official reports that the public water supplies of several towns in the area have become contaminated with a life-threatening biological agent. Contingency plans must be addressed within the organization and with the public without creating a panic. The following paper is my plan of action. Effective Communication in Crisis It is absolutely essential, pre-crisis, to establish notification systems that will allow you to rapidly reach your intended audience using multiple modalities. The Virginia Tech campus shooting catastrophe, where email was the sole means of alerting students initially, proves that using any single modality can make a crisis worse. Some of us may be on email constantly, others not so. Some of us receive our cellphone calls or messages quickly, some not. If you use more than one modality to reach your stakeholders, the chances are much greater that the message will go through. (Bernstein, 2013) To have effective communication in time of crisis, our organization has implemented plans that allow us to effectively deal with the situation, the media and those that are effected. With the use of all forms of media, as well as documented known conditions we hold a strong belief that we can correct this current situation. It has come to the attention of the county and this office of the Emergency Management that an...
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...strategic management process David Pollard and Sabine Hotho Dundee Business School, University of Abertay, Dundee, UK Abstract Purpose – The aim of this exploratory paper is to consider the strategic importance of crisis management and integration of crisis planning with the organisation’s strategy processes, in particular the utilisation of scenario planning as a crisis planning activity. Design/methodology/approach – A review of the crisis management literature was undertaken and key issues identified, subsequently strategic aspects of crisis management were developed in the context of scenario planning. Findings – The paper contains a discussion of major factors related to a strategic approach to crisis management and a more proactive approach to building relationships with the media. Particular attention should be given to the roles and responses of the media and agencies acting on behalf of the company, as both should been treated in the same way as other relatively powerful stakeholders. The authors suggest that firms can obtain significant advantages through proactive preparation for major relevant contingencies, and its incorporation into the strategic management process. Originality/value – This paper brings together the debate on the strategic position of crisis management with scenario planning processes to provide a mechanism for designing, evaluating and managing crisis futures. It should prove useful to managers considering the development of crisis management, especially...
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...Communication and Crisis Paper Communication and Crisis Paper Lillian Williams University Of Phoenix Abstract Crisis management is a very critical organization function. If failed it can result in extreme harm to stakeholders, extreme loss for the organization, and/or end the very existence of the organization. Having public relations practitioners are an important part of crisis management teams. A lot books have been written about crisis management by both the practitioners and the researchers from many different disciplines making it a challenge to take in what all we know about crisis management and public relations’. Communication and Crisis Paper Effective crisis management handles any of the threats sequentially. The most important concern in a crisis must to the safety of the public. Failure to address the safety of the public increases the damage from a crisis. Reputation and financial concerns will be considered after the safety of the public has been remedied. Ultimately, crisis management was designed to protect an organization and its stakeholders from any threats or to reduce the impact felt by the threats. Prevention of a crisis involves seeking to reduce the known risks that would lead to the crisis. This would be part of an organization’s risk management program. Preparation of a crisis involves: creating a crisis management plan, selecting and training for the crisis with management team, and doing exercises to test the crisis management plan with...
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...for Toyota Angie Beckey Capella University Author Note This paper has been prepared for MBA6022 Strategic Operations Management Section 103 Executive Summary Clear and transparent communication efforts are critical in the strength of an organization. These efforts go beyond the internal walls of an organization and extend to their external customers. Effective and efficient communication is crucial to an organization on how consumers perceive the company and brand. There seemed to be a significant break-down across the lines of communication within Toyota, which resulted in a significant negative public perception of the organization and brand. Toyota Motor Corporation is in need of a communications overhaul across the entire organization to prevent future crisis’s and to retain market share, as well as capture additional market share. Implementing a communications improvement plan across the organization will cost approximately 11% of working capital, however, the opportunity cost of restoring and maintaining the reputable brand that has been known for reliability, durability and quality will be priceless. Operations Improvement Plan Implementation “The art of communication is the language of leadership.” – James Humes The purpose of this paper is to illustrate why Toyota is in need of a communications improvement plan overhaul. I have identified the root cause of the accelerator recall crisis as a lack of critical and pertinent information and data effectively...
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...Title: Reshaping Crisis Management: The Challenge for Organizational Design Author: Tony Jaques Year of Research: - Year of Publication: 2010 The Purpose of the research: Is to find or discuss crisis management prevention instead of just crisis response necessitates moving responsibility from operational to the executive level. Methodology: Observation to other cases and study on Crisis Management model. Results or Findings:The evolution of crisis management that focuses on prevention rather than action after incidents happen. Body of Knowledge: The whole idea of the paper has been divided into sub-topic below: 1. The event approach. This event approach led to a very logical concept of traditional crisis management focus on incident response like what to do when a crisis happen and what to prepare. Such functional activities are critically important for successful organizational crisis response and recovery from unexpected event that threaten to disrupt an organization. This traditional event approach typically positions crisis management structurally alongside operational or technical level such as security or emergency response, often with public affairs tactically in support for media or community relations. 2. The process approach. After this years, trend for crisis management to evolve beyond this operational response and this reshaping crisis management which has led to the need of organizational design. This awareness that proactive managers can and should...
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...Leadership Course Paper Topic: Crisis Management Instructor: Mr. Cleamon Moorer Introduction: I decide to work on a topic of Crisis Management. It is the process of preparing for and responding to an unpredictable negative event to prevent it from escalating into an even bigger problem, or worse, exploding into a full-blown, widespread, life-threatening disaster. Crisis management involves the execution of well-coordinated actions to control the damage and preserve or restore public confidence in the system under crisis. Crises are no longer an aberrant, rare, random or peripheral feature of today’s society. They are built into very fabric and fiber of modern societies. While not all crises can be foreseen, let alone prevented, all of them can be managed far more effectively if we understand and practice the best of what is humanly possible. Crisis management is no longer only for those assigned to the task; it is for each and every person. Every experience of a disaster has shown how ordinary people have to rise to the challenges of a crisis. Crisis management efforts should be directed towards helping the organization recover and rise from the embers of the crisis and ensure continuity. The field of crisis management deals with human-caused crisis and natural disasters. It’s hard for human to stop natural disasters to happen but definitely with the advancement of technology we can now take some pre steps to cause a big loss. While human-caused crisis are not inevitable...
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...* * How and why is it important for businesses to engage with the media during a crisis? What strategies are successful in external communications for business during such times? Compare & contrast two news stories which centre on a crisis for different businesses giving detailed analysis of each communications strategy. This Essay will begin by reviewing crisis definitions and message strategies. Next it will explore translation strategies used by organisations involved in a crisis to communicate with stakeholders. The essay will then consider Ford–Firestone’s tire failure crisis of 2000 as an example of poor crisis management, and contrast toy maker Mattel’s recall crisis of 2007 as an example of successful crisis management. It will first lie out the rhetorical context of each case before embarking on a detailed analysis equating the effectiveness of both firms’ external communications, and in the case of Ford-Firestone, how these might have been alternatively approached in order to avoid detrimental reputational damage. * Fink (1986, from King, 2000) defines an organisational crisis as ‘a situation that can potentially escalate in intensity, fall under close government or media scrutiny, jeopardize the current public image of the organisation or interfere with normal business operations.’ Pearson and Mitroff support this in their ‘five dimensions of a crisis’, explaining that the situation will be ‘highly visible, require immediate attention, have a surprise...
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...THE ROLE OF SOCIAL MEDIA IN CRISIS PREPAREDNESS, RESPONSE AND RECOVERY By Jason Christopher Chan (RPO) Executive Summary In recent years, social media has exploded as a category of online discourse where people create content, share it, bookmark it and network at a prodigious rate. The five key characteristics of social media: collectivity; connectedness; completeness; clarity and collaboration lend itself to be used increasingly to support crisis management functions. This paper examines the various categories of social media tools to understand how they can be utilised to enhance analytical and response capabilities of organisations for crisis management. The paper identified four main social media functions: (1) information dissemination, (2) disaster planning and training, (3) collaborative problem solving and decision making, and (4) information gathering, which are then mapped onto the three crisis management phases of preparedness, response and recovery to describe how a range of social media tools may be used to enhance crisis communications. Case examples of international organisations and governments using social media for crisis management are shared. The paper proposes a framework to enhance government use of social media for crisis management that encompasses the need for a mandate, differentiated guidelines and three key capabilities to be developed. 1 Introduction 1. Crisis management is a critical organisational function that involves planning and dynamic...
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...Crisis Management Communication Plan HCS/350 11 Nov 2013 Crisis Management Crises are events that have the ability to threaten the viability of the organizations within which they occur. Crises are extraordinary events with great potential to do harm to people, businesses, and organizations. Crisis management consists of three distinct phases: crisis prevention, crisis response, and recovery from the crisis. This paper will focus on the communication that is used during the management of a crisis. It will briefly describe how communication dynamics differ in times of crises, ways to reduce stress during a crisis, and ways to resolve communication challenges. Communication Dynamics Communication dynamics may differ during times of crisis, mass trauma, or disaster simply because of the stress levels that are associated with them and the staff members that are affected during the situation as well. Resolution of communication problems requires creativity (Pearson & Sommer, 2011). The more creative the staff is, the quicker they can resolve the issue at hand and communicate more effectively. If a staff member who is normally quiet and well-mannered becomes loud, irritable, and aggressive during a crisis this can disrupt the entire team. If there is more than one staff member who has a personality or demeanor that changes during a crisis it will create chaos in the department. The department manager needs to know of these possible changes and have a way to circumvent...
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...Nhi Nguyen 1 Toyota Communicating Through Crisis INTRODUCTION Since September 2009, the famous vehicle manufacture Toyota has suffered a severe crisis due to unintended quality problems in its cars. In responding to the crisis, Toyota has recalled more than 10 million vehicles worldwide for accelerator pedal, carpet and floor mat flaws that may cause unintended acceleration. This catastrophe has led to millions of dollars in settlements and U.S. fines, as well as hundreds of product liability lawsuits against the automaker, threatening the company’s previous reputation of good quality cars, as well as the brand image built up over time. This research paper aims to elaborate on the Toyota crisis in order to understand why Toyota faces an escalating crisis and how they deal with the crisis, and evoke lessons from Toyota scandal. ABOUT TOYOTA MOTOR CORP. Toyota is one of the world’s largest automakers, based in Toyota, Aichi, Japan. Since its establishment in 1937 in Japan, Toyota has a long history of building safety, reliable and high quality vehicles. Today, the company manufactures vehicles and parts at 53 production sites in 27 countries and regions around the globe, with a variety of sub-brands categories such as Lexus, Yaris, Corolla, Camry, Toyota trucks, and the world’s first gas/electric hybrid Prius, etc. (toyota.com). Its vehicles have been well known for quality, reliability and fuel efficiency. According to the article, “Accelerating into trouble,” from the Economist...
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...ACME Furniture Crisis Management Plan 2013 NB – A crisis management template has been used in creating this plan. The template is available from http://www.brighthubpm.com/risk-management/104970-tips-and-template-for-developing-a-crisis-management-plan/ Table of Contents I. Purpose: 4 Principals for crisis management 4 II. Process: 5 III. Communication Responses Protocol (List of Emergency Contacts): 6 iii – (a) Key personnel, Legal Counsels and Advisors 6 iii – (b) Crisis Management Team 6 iii – (c) communications team 6 IV. Roles and Responsibilities 7 iv – (a) Crisis Management Team 7 iv – (b) Communications team 7 V. Critical Scenarios/Incidents of Medical Emergencies/ Attacks against ACME Furniture’s Integrity & Reputation 10 v – (a) CRITICAL SCENARIOS: 10 v – (b) Incidents of Medical Emergencies: 10 v – (c) Attacks against ACME Furniture’s Integrity & Reputation: 10 VI. Emergency Response Centre 11 VII. Employees 12 VII – (a) Office 12 VII – (b) Retail Outlet 12 VII – (c) Factory 12 VII – (d) Warehouse 12 VIII. References 13 I. Purpose: This document provides a plan of action in the event of any business disruptions or interruptions that pose threats of damages to life, property or reputation to ACME Furniture. This document contains plans for setting up and running a crisis management centre, media responses and roles responsibilities, key contacts and personnel of ACME Furniture. This document...
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