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Chapter 12

P R 220 Chapter Notes - Chapter 12: Crisis Communication, Ingratiation, Scapegoating


Department
Public Relations
Course Code
P R 220
Professor
Wilgenbusch
Chapter
12

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Issues and Crises
Contingency theory: a theory that proposes that the best course
of action in any situation depends on the specifics of the
situation
Dependant on ranges on a continuum
Pure advocacy: stance in issues management in which a PR
practitioner firmly pleads an organization's case without
compromise
Pure accommodative: stance in issue management in which a
PR fully concedes to a public's demand
Issues management: systematic process whereby organizations
work to identify and resolve issues before they become crises
Stages of the issue life cycle:
early/potential
Emerging
current/crisis
Dormant
7 step process for proactive issues management:
Monitoring
Identification
Prioritization
Analysis
Strategic planning
Implementation
evaluation
Responsible supply chain management: careful monitoring of
product production and distribution to ensure that generally
high ethical standards of social and environmental
responsibility are maintained
Organization crisis: a major threat to an organization’s
operations or reputation
Scapegoating: blaming an outside person or organization for a
crisis
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