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crisis communication plan case study report
implementing crisis management plan
implementing crisis management plan
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Crisis Management
Crisis communication is one of the most important and neglected components of organizational communication in today's business world. It is vital that every corporation have contingency plans for emergency situations, both natural and man-made. Studies show that eighty percent of organizations confronted with a major disaster runs out of business within two years.(Hickman & Crandall 1997) Nevertheless, we also know that almost forty percent of all Fortune 1000 companies have an operational crisis management plan in place. (Hickman & Crandall 1997) This paper will examine and evaluate three journals that discuss different aspects and needs for an active crisis plan.
The first journal evaluated comes from an article in Business Horizons named "A Multi-faceted Approach to Crisis Management" that discusses the need for developing many parallel plans before disaster strikes. First and foremost, the article says that a crisis management team must be created for the mere anticipation of possible crisis events in order that recovery and rebuild of the organization may be conducted in an efficient manner. The team should be named and move into action. The first order of business for the new team should be developing worst case scenarios. In order for this next step to happen, the team must establish what business functions are mission critical and necessary for the survival of the organization. They must also understand and plan for the proper technology needed to back up these functions to be in place. After all of this is completed, the team needs to develop and distribute to all those involved a crisis management plan. It falls on management to ensure all parties stay current and trained on t...
... middle of paper ...
...ial for failure at the catastrophic level.
References
Cheney, G., Christensen, L., Zorn, T., & Ganesh, S. (2004). Organizational Communication in
an Age of Globalization: Issues, Reflections, Practices. Prospect Heights: Waveland Press, .
Inc.
Goldstein, G. "A Strategic Response to Media Metamorphoses." Public Relations Quarterly,
Summer2004, Vol. 49 Issue 2, p19, 4p
Epstein, M."Communicating with Stakeholders in a Crisis" Financial Executive, Oct2003, Vol.
19 Issue 7, p23, 3p
Hickman, J., Crandall, W. "Before disaster hits: A multifaceted approach" Business Horizons,
Mar/Apr97, Vol. 40 Issue 2, p75, 5p
Ulmer, R,. Sellnow, T. (1997) "Startegic Ambiguity and the Ethic of Significant Choice in the
Tobacco Industry's Crisis Communication," Communication Studies 48 (1997)
Christ Hospital was founded in 1872 in Jersey City, NJ and is currently operated by the for-profit organization Care Point Health also known as Hudson Hospital OpCo. Christ Hospital is a community healthcare provider that exists to promote and improve health of residents of Jersey City, NJ. Christ Hospital is a 376-bed acute care facility that offers a full spectrum of services including oncology radiation center, and is staffed by over 500 physicians. As part a family of three local hospitals owned and operated by Care Point Health, Christ Hospital shares some administrative and operational functions with the Bayonne Medical Center and Hoboken University Medical Center, all located in Hudson County, NJ. Just like Christ Hospital, Bayonne Medical Center is an acute-care facility with 278-bed capacity and is known for its cardiovascular services, whereas Hoboken University Medical Center is a general medical and surgical hospital with 364 beds known for its maternity services. All three were acquired by the Care Point Health in the period of five years and have transformed themselves from being market-place competitors to members of the same organization. This has significantly affected their operational strength, and in particular crisis management planning. In the course of regular business, as “sister” organizations, the three hospitals can call on each other for more specialized services to complement their existing capabilities to service their patients better. This networking support becomes crucial in their crisis management planning.
In order to understand the thought process of leadership during a crisis, the authors state that we must first understand a conceptual model that is theoretically grounded, (Combe & Carrington, 2015). The conceptual model is divided into two elements, the descriptive and prescriptive mental models, (Combe & Carrington, 2015). The descriptive mental model focuses the external changes that occur during a crisis. The prescriptive mental model concentrates on future actions that need to be implemented to derail the cognitive overload due to continuous external changes as the situation unfolds. The prescriptive model aligns objectives, providing clarity to future implications related to the crisis, (Combe & Carrington, 2015). The authors, Combe & Carrington, (2015) have noted the importance of longitudal research perspective to capture the thought processes of interaction, communication and problem solving in a crisis. This type of research method is instrumental in depicting the challenges to incorporate better solutions to evolving situations. Sense making in a crisis defines these issues to ascertain the complexity and provide meaning to the event, (Combe & Carrington, 2015). Sense making entails the filtering of excessive data to identify the areas of importance. This perspective provides a means of taking a negative, that being disruptive and changing it to a positive or opportunity for
Crisis is defined as a major, unpredictable event that has potentially negative results. The event and its aftermath may significantly damage an organization and its employees, products, services, financial condition and reputation. There are many types of crises, for example, economic crises, physical crises, personnel crises, criminal crises, information crises, reputation crises and natural crises. This incident has been grouped into physical crises, natural crises and economic crises. In order to prevent crises from adversely affecting the firm, organizations need effective plans and procedures in place to prevent crises if possible or to mitigate their effects when they do occur.
Angela Griffin contacted Mobile Crisis Management (MCM) in regards to her son's recent uncontrollable behavior. She reported to MCM dispatcher her son is yelling, destroying stuff, breaking other children's belongings, and threatening to run away. Ms. Griffin's son name is William. He is a 11 year old white male. Dispatcher contacted MCM Qualified Professional (QP) to respond to crisis. Before arrival to residence, 164 Belle Ln. Siler City, NC 27344, QP contacted Cardinal Innovations (CI) to check for any current enhance services. At 4:22pm QP spoke with Lisa from CI who informed QP, William does not have any current enhance services. At 4:33pm QP spoke with Ms. Griffin and informed her of estimated arrival time, which was 5:29pm.
“Crisis management requires more than an apologetic press release or a CEO's disingenuous appearance on CNN” (Bhasin, 2011, paragraph 2.) Companies are now required to be ready to respond to the crisis because news can travel and become viral quickly (Bhasin, 2011.)
A review of the literature suggest that managers should be effectively prepared to deal with crises as they arise and even to the point where they develop a suitable communications strategy to deal with
The purpose of this report is to assess BP’s crisis management and communication plan to primarily analyze the possible failures in their response through a gathering of secondary data collected from various sources such as online journals, newspaper articles, blogs and case studies.
A Crisis Management Plan is an effective must needed plan that needs to be assessable in all schools including private and Christian. Schools and other organizations without such plan can elicit panic responses that may cause people to react ineffectively in an event of a crisis (2012). A Crisis Management Plan is a straightforward guiding plan that provides a response system to any major crisis and or emergency that occurs on campus. In some school districts, a Crisis Management Plan is not only sufficient for an on campus emergency occurrence, but also for any off-campus crisis as well. All community members, and school faculty members designated to carry out detailed responsibilities are expected to know and understand the policies and procedures outlined in such plan. The reason for
Crisis management is an integral part of any company’s strategic planning not only to prepare but also to mitigate the effects of a crisis on business continuity. In this discussion, I will design a crisis communications plan for Etihad Airways, which is the company that I have worked at for the past eight years. I will follow the outline of describing the organization first, and then the communication management team and crisis communications team, and the relevant external and internal publics. Subsequently, I will describe the crisis communication policies, strategies, techniques, and tactics; and, the required resources and continuous evaluation that are needed.
When a crisis occurs, a chain reaction of events follows. Clearly, the direction of the chain reaction depends on the crisis. During the project, the first challenge was to search for a company to analyze their damage control strategy. However, there was difficulty making a decision until finding a recent Pizza Hut scandal. A district manager of Pizza Hut found himself the subject of a scandal. In fact, a surveillance camera caught him urinating in the kitchen sink. Indeed, the research into Pizza Hut’s strategy found that they saw the video then they let the district manager go; the news media broke the news then they sent a written message by television expressing their regret; the health department shut them down temporarily then they shut the restaurant down permanently.
The purpose of our paper is to use analyze Network Theory and the Social Mediated Crisis Communication Model to emphasize the importance of strategic communication through social media channels (i.e.: Facebook and Twitter).
Managing a Crisis Using Public Relations Handling Public Relations for any organization can be very difficult. task in any circumstance - even in simple, non-crisis situations. When a crisis strikes, that's when PR managers really have their work. cut out for them to see. A PR manager must always be prepared for the inevitable crisis to happen because that is when their jobs are really tested by the public and the organization.
A crisis can be defined as an extraordinary event, disclosure, or set of circumstances that threatens, or is perceived to threaten, the welfare of one or more staff, customers and stakeholders, or the integrity, objectives and reputation of the organisation. Crisis management is the application of strategies designed to help an organization deal with a sudden and significant negative event. (Janes, T 2010)
The communication process is not something that begins when a crisis rears its ugly head rather it is a process that takes place in preparing for a crisis before it happens. While the term crisis represents a blanket term used to describe many situations, each situation is unique, thus presenting different obstacles to overcome. However, with a well-established advanced plan in place an organization places itself in a position to overcome and work around obstacles. The development of a comprehensive crisis management plan is one achieved through effective communication where each member of the crisis management team has an advanced shared understanding of his or her role and responsibility during a time of crisis (du Pr'e, 2005).
Emergency management is often described in terms of “phases,” using terms such as mitigate, prepare, respond and recover. The main purpose of this assignment is to examine the origins, underlying concepts, variations, limitations, and implications of the “phases of emergency management.” In this paper we will look at definitions and descriptions of each phase or component of emergency management, the importance of understanding interrelationships and responsibilities for each phase, some newer language and associated concepts (e.g., disaster resistance, sustainability, resilience, business continuity, risk management), and the diversity of research perspectives.