Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World
-
Upload
timothy-coombs -
Category
Education
-
view
640 -
download
0
Transcript of Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World
![Page 1: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/1.jpg)
Risk and Crisis in a Dynamic Environment: Crisis Communication in a
Wired World
EUPRERA 2010W. Timothy Coombs
University of Central Florida
![Page 2: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/2.jpg)
Crisis Process
![Page 3: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/3.jpg)
Visibility of communicative efforts
![Page 4: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/4.jpg)
Crisis response
• Visible to constituents• Became focus of crisis communication
research
![Page 5: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/5.jpg)
Focus today
• Once “hidden” aspects of crisis communication
• Pre-crisis and Post-crisis• New risks and communication demands
![Page 6: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/6.jpg)
Evolution via online world
![Page 7: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/7.jpg)
Evolution via online world
![Page 8: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/8.jpg)
Evolution via online world
![Page 9: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/9.jpg)
Evolution: Post-crisis communication
• More visible• Less attention/interest than crisis phase• First to become more visible
![Page 10: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/10.jpg)
Evolution: Post-crisis communication
• More memorials• Online memorials– Official and Spontaneous– Uni-vocal and Multi-vocal
![Page 11: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/11.jpg)
Online memorials
• Official– Operated/sponsored by the organization
• Spontaneous– Content sharing sites (Flickr and YouTube)– Web sites– Social networking sites– Blogs
![Page 12: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/12.jpg)
Online memorials
• Uni-vocal: speak with one voice– Typical for organization sponsored– The Cantor Families Memorial Site 9/11
• Multi-vocal: array of voices– Common in spontaneous – Allows for individual expression– Transocean for Deepwater Horizon victims
![Page 13: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/13.jpg)
Functions of memorial
• Celebrate or honor persons or events• Aid in healing from the crisis• Allows for grieving • Honor those who helped
![Page 14: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/14.jpg)
Private becomes public
![Page 15: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/15.jpg)
Choices for organization: Risk
• Become involved with memorial• Level of involvement– Links (recognition)– Sponsorship/Host
![Page 16: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/16.jpg)
Evolution: Pre-crisis communication
• Semi-private become public– Focus on prevention– Act upon threats/warning signs
• Growth of the paracrisis
![Page 17: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/17.jpg)
Paracrisis
• Managed much like a crisis– Communication interventions
• Stakes can be high as in a crisis
![Page 18: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/18.jpg)
Now public communication
• Response to the challenge– Communication about corrective action– Reason there is no threat
![Page 19: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/19.jpg)
Online reality
Constituents
![Page 20: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/20.jpg)
Social media
• Venue where challenges transpire– Challenge– Response
![Page 21: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/21.jpg)
Paracrisis
• Like a crisis• Really a threat/warning sign• Many now handled in public– Especially true for challenge crises– Rumor crises too
![Page 22: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/22.jpg)
Private becomes public
![Page 23: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/23.jpg)
Visibility is risk
• Actions more visible• Pressure to be effective• Danger of not reacting
![Page 24: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/24.jpg)
YouTube Video
• Nestle sought to block it• Increased awareness• First charges of censorship
![Page 25: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/25.jpg)
Response = Censorship
"Oh please...it's like we're censoring everything to allow only positive comments"
![Page 26: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/26.jpg)
Change
• Greater transparency across range of crisis communication
![Page 27: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/27.jpg)
Rules
• Avoid being absent• Go where the action is• Be there before the crisis
![Page 28: Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World](https://reader036.fdocuments.us/reader036/viewer/2022062905/543e28aa8d7f72621f8b4dfd/html5/thumbnails/28.jpg)
Finale
• New challenges• Channel selection• Moving from private to public– Errors compounded
• Still driven by strategic thinking (old)