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Crisis Communication and PR Theory Review
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1
Question
How has social media changed crisis response timelines for organizations?
Answer
It compresses the window to respond into a few minutes, enabling rapid, two-way communication.
2
Question
Name two of the five stages of a crisis and briefly describe.
Answer
Detection (recognizing prodromes); Prevention/Preparation (planning and proactive actions).
3
Question
According to Apologia Theory, what are two strategies used when accused of a misdeed?
Answer
Denying charges and conciliation (apology with guilt admission and steps to remedy).
4
Question
What is the main goal of Image Restoration Theory, and what key step does it emphasize before responding?
Answer
Goal: restore reputation; Step: assess threat and publics' perceptions before responding.
5
Question
What is the primary difference between a crisis and a problem in organizational management?
Answer
A crisis threatens the organization and its existence; a problem is a normal operation issue to solve.
6
Question
Name two of the five stages of a crisis and briefly describe them.
Answer
Detection: noticing warning signs; Prevention/Preparation: building plans to mitigate crises.
7
Question
What are two strategies under Apologia Theory when accused of a misdeed?
Answer
Redefinition and conciliation.
8
Question
What is the main goal of Image Restoration Theory, and what key step does it emphasize before responding?
Answer
Restore a positive image; understand negative information and publics' knowledge first.
9
Question
In Decision Theory, how do 'maximizing' and 'satisficing' differ?
Answer
Maximizing seeks the best outcome; satisficing seeks a solution that is good enough.
10
Question
What are prodromes, and give an example of their use in crisis detection.
Answer
Warning signs of a brewing crisis; e.g., rising employee complaints signaling a possible disruption.
11
Question
According to Excellence Theory, what is one key characteristic of an excellent PR program?
Answer
PR head is part of top management and informs strategic decisions.
12
Question
Why is saying 'No comment!' to the news media generally discouraged in a crisis?
Answer
It suggests hiding information or guilt and invites worst-case speculation.
13
Question
Define a 'people-centered corporate culture' and how it helps prevent crises.
Answer
A culture prioritizing honest, open communication; it enables early issue detection and resolution.
14
Question
What is crisis communications?
Answer
Dialogue between organization and publics to minimize damage before, during, after a crisis.
15
Question
What are prodromes in crisis theory?
Answer
Warning signs signaling an impending crisis.
16
Question
What is the Golden Few Minutes in crisis response?
Answer
Critical early window to influence perceptions and containment.
17
Question
Define Apologia Theory.
Answer
Organizational response defending reputation via denial, explanation, or apology.
18
Question
What is Conciliation in Apologia Theory?
Answer
apologies, admission of guilt, expression of sorrow.
19
Question
What does Dissociation mean in Apologia Theory?
Answer
Explain that alleged misdeed is not actual with supporting facts.
20
Question
What is Image Restoration Theory concerned with?
Answer
Identifying threats and persuading publics to restore image.
21
Question
What is Excellence Theory’s Two-Way Symmetric Model?
Answer
Mutual understanding through dialogue, negotiation, and compromise.
22
Question
What is the Mutual Understanding Model?
Answer
Two-Way Symmetric model aiming for consensus with publics.
23
Question
How does the Public Information Model (Model 2) function?
Answer
One-way, journalistically reported information, truth-focused.
24
Question
What are the four PR models in Excellence Theory, in brief?
Answer
Public Information, Two-Way Asymmetric, Two-Way Symmetric, and Dissociative/Apologia extensions.
25
Question
What is a Crisis Management plan?
Answer
Preparedness plan detailing roles, messaging, and procedures.
26
Question
What constitutes Crisis Prevention in Public Relations?
Answer
Proactive practices that reduce crisis likelihood and impact.
27
Question
Who are stakeholders in crisis communication?
Answer
People linked to or affected by the organization’s decisions.
28
Question
What are strategic publics?
Answer
Key stakeholders essential to organization’s survival.
29
Question
What is Risk Communications?
Answer
Ongoing public education to build relationships before crises.
30
Question
What is Social Media’s role in crisis communication?
Answer
Facilitates rapid, often two-way dialogue with segmented publics.