ADPR 3850 1nd Edition Lecture 16 Outline of Previous LectureI. CompetitionII. Conflict Managementa. Risk Communicationb. Crisis CommunicationOutline of Current Lecture I. Risk & Conflict Management: Extension of Previous LectureExtended parallel processing model4 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 SuddenCrisis 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 StrategiesAttack the accuserdenialexcusejustification — minimal harm done; user problemintegreation — appease those who complaincorrective actionfull 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 mediaConflict management is like deja vu all over again in that you start over again with tasks such as environmental scanning and issues
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