Essay on Crisis Communications

The chapters (5-7) of Timothy Sellnow and Matthew Seeger’s book, Theorizing Crisis Communication, discusses the theories of communication (or human nature) in relation to emergency response as well as the strengths and weaknesses of different theories. In their writings, the assumptions that guide the emergency response approaches to communications are stuck in the basic problem of communication during a crisis to elicit the wanted response. If the emergency manager was not to be able to persuade the public to take specific actions to minimize harm, such as evacuating an area due to potential flooding/fires/fallout from an accidental man-made disaster, the casualty/fatality count would go up exponentially. By utilizing all forms of available communication, radio, television, landline and cellular phones, ham radios, etc., to reach and persuade the public can be overwhelming involving “consideration of audience characteristics, available channels and the larger social and crisis context” to facilitate the natural responses by haring important information throughout the planning, mitigation, response, and rebuilding. (Sellnow & Seeger 2013, 107-108).

The objective of this case is to understand the importance of crisis management. This case is intended to make the reader consider not only financial implications at the time of the event but the effects on the long term strategies of the organization. Also, the case urges participants to think about the consequences not only on the customer but on those within the organization as well.

At the time of the Three Mile incident, there were only three major television stations limiting the ability to communicate critical information to as many people as possible. Development of cable television and more channels for people to watch gives the ability to distribute information at an increased rate. This is a great advantage to communicating crisis information to a mass audience.

Crisis communication is an area of public relations that I find really fascinating. I enjoy learning about the proper steps that a professional takes when a company is pitted against a major crisis, and what they do in the face of chaos to turn the situation around and use the crisis in their own favor. One case study that exemplifies the degree to which a crisis can be managed effectively and a company can gain more respect by doing so is the case of the Chicago Tylenol Murders in 1982.

According to our textbook public relations plays a critical role during chaotic situations. It is of great importance to confront the unfavorable incidents to the public. Crisis communication is a four-step process consisting of: risk assessment, crisis communications planning, response, and recovery. Going back to the NIU shooting incident we can see the steps that were followed to cope with the aftermath. Assistant Vice President for Public Affairs said “the term crisis management is something of an oxymoron, implying as it does that events bringing sudden shock, panic, and chaos can submit to project “management.”Of course, it is imperative for us to have crisis plans in place and for those plans to be practiced on a regular basis (Guth and Marsh, pp.390). She was also awarded the Public Relations Society of America’s “Best of the Silver Anvil” (Guth and Marsh,

“A crisis occurs when a stressful life event overwhelms an individual’s ability to cope effectively in the face of a perceived challenge or threat” (Arnold & Boggs, 2011, pg. 415). When people are in a crisis situation they tend to forget their normal coping measures. When people train on crisis situations, they tend to perform better during a crisis event. “A favorable outcome depends on the person’s interpretation of the crisis, perception of coping ability, resources, and level of social support” (Arnold & Boggs, 2011, pg. 416).

A company’s communication strategies during a time of crises play a vital role in maintaining its reputation. Failing to communicate

The strategies of crisis management used by both parties, a key role is of permanent communication and negotiation at different levels. In this case, it can be said that the communication between the parties was ambiguous, through multiple channels. On the other hand, communication to the public was relatively restricted. The negotiation with the opponent was mainly informal

Communication management is the core need of organizations operating in modern 21st century. Keeping in view the dynamics of modern era and the unpredictable changes that can take place anytime, anywhere in the world, the need of crisis communication management is emerging. This paper casts light upon various aspects of crisis communication management in the particular perspective of higher education institutes. The preview of crisis communication management in the field of higher education is necessary as the students are main players in crisis communication management. Another important reason is about the willingness of students to participate in crisis management activities. Yet another reason lies in the fact that higher education institutes enable the students to perform better in their professional lives hence they equip the students with required skills of emergency response.

Potential advantages and challenges associated with communicating within the organization and with the public and private sectors during this crisis situation.

Zaremba (2010) points out that “crisis is any unanticipated event, incident, situation, or development that has the potential to damage or destroy your organization’s reputation”. (P.234) This definition indicates two attributes of crisis: unexpectedness and destructiveness, so effective communication is crucial to manage a crisis. The Nuance Group, a successful management consulting company, with a reputation of experienced and highly educated consultants, was facing the crisis brought by its great “reputation”. As a consultancy, it’s their profession to market themselves. A glossy brochure with specific introduction of consultants’ information, which is the highlight of the company’s reputation, is a fabulous method to market

This is a reflective paper on my observation as an intern with the Onondaga County Department of Emergency Communications that will identify several areas within the Onondaga County Department of Communications and offer an explanation. It will also address conflicts that may arise from diverse areas with communication, such as language barriers and how vitally important it is for the call-takers and dispatchers to be able to put their training and interpersonal relationship skills front and center and to be able to work in a fast pace type of environment; where at any time, it could be a life and death situation.

There have been numerous reports, from local news agencies, about a possible water contamination. These reports state the water has life-threatening biological agents. As the director of emergency management for our region, we must establish an immediate crisis plan. Our plan must include research to validate these reports, communication objectives, and determine media opportunities. Putting our crisis plan into effect immediately will help to keep organization. “Determining goals is a key step in preparing for and responding to a crisis. This strategy can also reduce uncertainty because once goals are defined; you 'll be better able to consciously think about what strategies are available to accomplish what you want.” (Toolkit.smallbiz.nsw.gov.au). Our end goal is to relay this information to the public in a way that is quick and communicated effectively.

Businesses have become extremely reliant on technology over the past few decades. Processes from accounting to marketing to board meetings are done using special applications and software developed to improve productivity as well as to shrink the distance between office locations. With the invention of computers for ease of day-to-day functions, to creating a global network that connects people around the world in seconds, the success or demise of a corporation can be determined by its digital components. An efficient, high-tech structure maintained by well-educated and skilled associates gives an organization the ability to perform more effectively, nationally and internationally. When system outages occur, tasks executed on the network cannot be completed, halting productivity and potentially costing the company financial loss. The speed of recovery in these instances is crucial, but so is the implementation itself. Inadequate handling of procedures and mediocre responses from leaders in a crisis situation involving network/technical failures can wreak havoc on an organization, negatively impacting public image, corporate profits and trust of associates.

According to Lillibridge and Klukken (1978), crisis is an event or situation that cause " 地n upset in equilibrium at the failure of one's traditional problem-solving approach which results in disorganization, hopelessness, sadness, confusion, and panic" (62). In the face of crisis, there is an urgent need to swing to action and communication is the only vehicle that can convey this message to everyone concerned. When crisis occur, communication challenges becomes worsened because the