ADPR 3850 1nd Edition Lecture 16 Outline of Previous Lecture I II Competition Conflict Management a Risk Communication b Crisis Communication Outline of Current Lecture I Risk Conflict Management Extension of Previous Lecture Extended parallel processing model 4 factors are believed to influence the outcome of a fear appeal message Self Efficacy Can I perform the tasks needed to control the threat risk Ex convincing people to get a breast exam Do people have time to go and do that Response Efficacy If I perform those tasks will it prevent the threat risk Ex if a woman goes and gets the exam will it uncover the cancer that might be there Susceptibility Does the threat risk impact me Ex as a male I don t worry about breast cancer Severity Is the threat risk large enough to worry about Ex flu compared to breast cancer Suggestions for Risk Communication Initiate a dialogue early Actively solicit and identify concerns Recognize the public as a legitimate partner in the process Address issues of concern Anticipate and prepare for hostility Understand the media s needs Always be honest Examples of Crisis Accidents Terrorists Attacks Natural Disasters Disease Epidemics like Ebola Smoldering versus Sudden Crisis Communication Management is all about filling the void Principle when a crisis occurs an information vacuum is created Principle when a vacuum exists it will be filled These notes represent a detailed interpretation of the professor s lecture GradeBuddy is best used as a supplement to your own notes not as a substitute Smoldering Crises 86 of business crisis are smoldering crises How various organizations respond to crises 1 Coomb s Crisis Communication Strategies Attack the accuser denial excuse justification minimal harm done user problem integreation appease those who complain corrective action full apology Please forgive me for what I have done How to communication during a crisis is very important Designate a spokesperson Put the public first Be accessible Take responsibility Ryan Braun v Roger Clemens Communicate with key publics Set up a central information center Be care when saying no comment as it can be interpreted differently Be honest Provide information often Monitor news coverage and the phone Be familiar with the needs of the media Conflict management is like deja vu all over again in that you start over again with tasks such as environmental scanning and issues tacking
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