JOU 3367 Lecture 14: Crisis Management
1 Mar 2018
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Document Summary
A crisis is a situation or occurrence with the potential to significant damage an organization. New media has reduced time to think (smart phones, social media) Acknowledge that it will happen (89% of ceos expect a crisis) Light of day test > do the right thing; if you see something, say something. Ensure all employees recognize their responsibilities in the plan. Stick to the plan, but don"t be afraid to adjust as necessary. Respond immediately go to the scene (when safe; let first responders do their job) Manage situation victims and families come first. Negative response postures (don"t do these): denial, diminishment, rebuilding, diversion. Positive response postures (do these): action, responsibility, communications, remediation. We made a mistake , not mistakes were made . Initial media statements: acknowledge crisis as soon as reasonably possible; remember victims. Spokesperson identification: you want one person to speak to the media. Provides consistency and puts a face to the crisis (company)
