Final Reflections
Everyone is susceptible to change. When the change comes in the form of a crisis, whether planned or unplanned, it is the readiness and the subsequent response that will ultimately form the lasting impression of how the person, brand or business is perceived, for years into the future. Therefore, with integrity, honesty and image at risk, a focused and prepared crisis communications team is a critical component to anyone, whether they be a large worldwide corporation or a small main street business.
The task of a consummate crisis communications employee is crucial in the initial moments of all crisis situations regardless of the level: minor, moderate or severe. Nevertheless, to be a truly invaluable asset, the crisis communications
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Nevertheless, there are times that warrant the flexibility of a planned response. Today, as we live in a society where news is delivered instantaneously, often with little regard for accuracy, the role of the crisis communication team members becomes a balancing act between the company and the media. The messaging that is delivered is vital to the outcome of a crisis. Perception can be a reality for many people, and therefore the optics that are delivered not only at the onset of a crisis but continuing into the future are imperative to a successful conclusion. Your messaging at this critical moment is best controlled by the crisis team. Never leave your message up to speculation or misinterpretation by the media or your valued stakeholders. Gather pertinent information as quickly as possible and address who is the best representative to speak on behalf of the company. Keep your message on point by selecting significant words and use language that is readily understood by your audience. Avoid overreacting and affixing blame, remain honest and balanced and never belittle the concerns of others. It is essential to always remain honest. However, if at any time the answer to a question is not known, do not answer with incorrect messaging. If your credibility is lost with dishonesty, there may not be a path back …show more content…
While these words are all relatable forms of a crisis, we have learned through this course of study that size of calamity is not the only barometer of a crisis. Located within the pages of A Proactive Approach to Crisis Communications by Professor Rick Pozniak is the statement; “Even the smallest crisis can acutely damage a company’s reputation if the organization does not respond in a quick and forthright manner to public concern or official scrutiny”. This statement highlights the opinion that it is paramount to pay attention to every detail. Companies will work to prepare for the worst, although in many settings it is the slightest crisis that flounders unchecked or is not addressed by the company with the dignity and transparency that the public feels are necessitated that will mature into a major crisis. These small, controllable and at times avoidable, crisis circumstances are never to be taken nonchalantly. An objective of crisis communications to keep the crisis event to a minimum, with expert knowledge and understanding of this crucial statement found within our class handout, the aim of minimum impact to your business can be achieved with attention to detail, no matter how slight those aspects may happen to
The ability of a company to maintain a good reputation is directly linked to the company’s ability to retain its stakeholders (Peterson, 2005). During a negative event or crisis situation, a company needs to ensure that it has effective strategies and resources in place, to deal with it responsibly, efficiently to minimize losses in share price value and public perceptions of corporate reputation (Coldwell .D, Joosub .T, & Papageorgiou .E, 2012). It is always advantageous to analyze past crises in order to develop a conceptual understanding of crisis situations and appropriateness of various means of coping with them (STERN, E. K., pg.1, 2009).
You would need to be able to figure out how to notify and keep the customers updated on the flights that are cancelled, where you are in the process of rescheduling flights, and when the internet system would be back up so that they could reschedule their flights. The crisis communicator would also need to get a plan in place to be able to recover the good reputation of JetBlue, and how to keep people from being negative during this crisis. They also need to make sure that the company is quick to address the crisis with the public so that the public does not think they are trying to cover up the crisis and that they are trying to handle it quickly and effectively. After the crisis has subsided a crisis communicator needs to make sure there is plan in place to provide training for any future crisis such as this one. They need to make sure that the CEO and leaders of a company get out in the public eye to make a statement and to let them know how they will be handling the crisis. It is also there job to help the company stay transparent and ethical throughout the crisis to avoid any more tarnishes in JetBlue’s reputation. The crisis communicator should also stress the importance of discourse of renewal to JetBlue, helping them to take this crisis as an opportunity to learn and grow as a company. Overall, the crisis communicator I feel did a great job in stressing all of these things and helping JetBlue to regain its reputation and to grow in through this
...g by; First, I would make sure that their is plenty of feedback for the employees. As our text suggests, "Without feedback, learning can not occur"(Crandall, W., Parnell, J. & Spillan, J. (2013). Secondly, I would make sure that I have a great crisis management team that are well trained and drilled. Thirdly, we would have a strategy and plan for crisis events. Also, It is very important to make sure that your team members are all confident in their ability to make good decisions for the company. So many times, people are afraid to make decisions. This leads to scapegoating within the departments, and the whole blame game. That doesn't get anybody anywhere.
The Nuance Group also needs to acknowledge the importance of responding quickly to the situation. Zaremba tells us on page 249, “All recommendations for crisis communicators emphasize the need for speedy reactions.” He goes on to explain that the first twenty-four hours of a crisis is the most critical. (Zaremba, 2010) It is within the first 24 hours that opinions are formed regardless of whether the organization has communicated anything. Although the Nuance Group needs some time to figure out the logistics of their crisis communication plan, they have a very short window to do
An organization’s quick response to crisis and effective crisis management are both vital to their sustainability. Blue Bell Creameries faced crisis in April, when a bacterial contamination caused operations to halt world-wide. Crisis management for this company has involved much more than finding and fixing the issue. This company has responded to financial loss, legal ramifications, employee impact, and perhaps the most crucial – public perception.
According to Osmond & Darlington (2005, p.3), as a professional social worker that critical reflection could be a fundamental approach to contribute to their work. Besides, the best value of the critically reflective approach might have a chance to engage with different ideas, knowledge, feelings and theories. Thus, critical reflection is a necessary approach to every social work to contribute them to be professional.
Included in this are protocols on how to handle informing family member of those affected by disasters and tragedies if, or when, they might happen in the future. They also need to find and/or hire a public relations team that they can use to help them deal with the media for this, and future, rhetorical situations. Overall, Malaysia needs to be better prepared in their life cycle of issues management process that helps organizations detect and respond appropriately (Dougall, 2008). It would also be a good idea for Malaysia Airlines to replace some of the executive leadership. Show consumers that they want to make a break with the past and restore trust in their organization. I also think that Malaysia Airlines could benefit greatly from selecting a spokesperson for their organization. This spokesperson needs to be someone that can show empathy and address people’s concerns with the airline. Someone that can show how Malaysia Airlines is taking concerns seriously and provide the actions being taken to correct
This class has been significantly more difficult than any other English class I have taken all throughout high school. This semester, I have been introduced to different styles of writing that I have never been exposed to before. This class has been stressful, but also fun. With using all of the resources I have been given throughout the semester, I have been able to do my best to further my writing abilities and hopefully only continue to grow them as I finish my later years in college. Throughout this essay, I will discuss my failures, my successes, my overall performance in the class, and my skill development skills.
" We are living in a world rife with many types of crises"(Shrivastava 1993) which means that we would not be able to expect and know when a crisis is going to happen. In our textbook Strategic Public Relations (Harrison 2011, 811) mention that the main characteristics of a crisis are surprise, insufficient information at the outset, limited control, panic and escalating flow of events. From the in-class simulation it clearly shows those characteristics which we were expected to consider. The definition of crisis is a situation or event harmfully affecting individuals, groups, communities, countries and also the environment (Tombleson 2015). In the slide from (Tombleson 2015) she have said that "crises can be expected or unexpected is with or without warning, smouldering (chronic) or sudden (acute) and unpredictable and impact on an organisation’s viability, credibility and reputation".
In the book “self – taught: African American Education in Slavery and Freedom”, the author, Heather Andrea Williams, does a great job telling the story of the obstacles slaves faced in their attempts to become educated. Throughout the book, Williams gives numerous accounts of the experiences of these slaves and illustrates their determination to learn to read and write; as well as obtain a formal education. In my opinion, the most common theme that resonates with me after reading chapters one through nine is persistence; despite challenges, obstacles, punishment, and death, slaves were determined to become educated.
..., Crisis communication failures: The BP Case Study, International Journal of Advances in Management and Economics, Issue 2, March-April 2013, accessed 28 March 2014,
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).
2) Limit the damage, and 3) restore credibility. Following these goals ensure a successful public relations plan for any organization. Crisis management definitely needs to be addressed in any organization. ? Although it is usually not a fun role for public relations manager. The.
In the evaluation of strategic management of public relations, both concepts of risk communication and situational theory can be integrated into the above-mentioned model. Risk communication is an ongoing process that builds the foundation for crisis communication. Particularly, the risk analysis process consists of hazard identification, risk assessment, significance of risks and communicating risk information.
The Fire and Rescue Service employ a number of styles of communication to suit diverse audiences and for different purposes. The organization communicates with its members of staff differently depending on the circumstances and the message which is being conveyed. With such a large organization approximately 2200 members of staff effective communication is essential. Effective communication plays a vital role in the delivery of all Fire and Rescue Services.