CHAPTER 1 • EXTERNAL COMMUNICATION PROGRAMS- plans

for communicating with the public& key; creation

of a special website or telephone to answer.
EMERGENGY (LATIN “EMERGENTIA” means dipping or • RESOURCES- pertains to everything the crisis
plunging) management team might needed; covers
• Any situation calls for an immediate action INFORMATION REOURCES- stakeholder
• Unforeseen combination of circumstances or agreements, including union contacts and
state procedure.
CRISIS/CRISES- (GREEK “KRISIS”- means decide) • TRAINING- aims to enhance specific agencies task
• Turning point in the progression of an affair/event for crisis response; individuals must be prepared
to be part of integrated, inter-agency operations.
• It can involve injury, death, loss, property
ELEMENTS OF CRISIS • A REVIEW- updating the plan and analyzing crisis
response; the team should analyze WHAT WELL
• Threat to Organization
and WHAT DID NOT; identify important lesson &
• Element of Surprise
implement.
• Short decision of time
SALVARI VITAS- to save lives
DISASTER- Refers top serious disruption of the functioning
THEORIES OF CRISIS MANAGEMENT
of a
1. ATTRIBUTION THEORY- companies suffer
community or society involving widespread human,
reputation and business harm when public
material,
blames them for a crisis; human nature seek to
economic, or environmental laws which exceeds to ability
explain why events occur; when people blame an
to cope
organization, they direct negative emotions.
using its own resources.
2. SITUATIONAL CRISIS COMMUNICATION
MANAGEMENT- control/handle
THEORY-rooted I attribution theory; states that
CRISIS MANAGEMENT
business tailor crisis communications to the crisis
• Expert handling of crisis or emergency with the
potential hurt the company’s reputation.
aim of
• THE VICTIM CLUSTER- (organization is the victim);
reducing or eliminating danger or damage
weak attributions or crisis responsibility.
• Lessen the surprise element
• THE ACCIDENTAL CLUSTER- (organization
ACCEPTABLE RISK- conscious decision of whether the
unintentionally caused the crisis); minimal
remaining risk
attributions of crisis responsibility.
is acceptable to achieve specific goal
• THE INTENTIONAL CLUSTER- (the organization
RISK- Potential event or activity that would cause or can
intentionally acted wrong); very strong
cause detrimental activity effect/damage
attributions of crisis responsibility.
RISK MANAGEMENT- Identifying, assessing, and mitigating
3. DIFFUSION OF INNOVATION THEORY (by
any
EVERETT ROGERS)- sharing of information during
activity/events that could harm.
emergency situation; how innovations are
PRIMARY ESSENTIAL ELEMENTS OF CRISIS MANAGEMENT
communicated within organizations. DIFFUSION-
• INCIDENT MANAGEMENT- act of containing the
process which innovation communicated through
situation within a
certain channels. COMMUNICATION- process
certain level mostly through law enforcement
which participants create and share information.
intervention.
DIMENTIONS THAT MAKE UP DIFFUSION OF
• CONSEQUENCE MANAGEMENT- focuses on the
INNOVATION
adverse effects that
• INNOVATION- ideas, thing, procedure, or system
may be brought by an incident; non law
that is new or perceived to be new
enforcement elements
• COMMUNICATION CHANNELS- process by
EFFECTIVE ESSENTIAL ELEMENTS OF CRISIS MANAGEMENT
people share information about an innovation
• RISK ANALYSIS- study of potential crisis that
and includes adoption of an individual or
might arise; evaluation of
organization.
a recognized dangerous condition.
• TIME- refers to 3 components, the INNOVATION
• AN ACTICATION PROTOCOL- serves as the trigger
DECISION PROCESS, ADOPTER CATEGORIES, and
or crisis management
RATE OF ADOPTION.
plan; define the circumstances that activate a
a. INNOVATION DECISION PROCESS- the
particular crisis. Explains
timeframe; an individual or organization
how to escalate that response,
becomes aware of innovation
• A CHAIN OF COMMAND- (COMMAND CHANNEL)
b. ADOPTER CATEGORIES- level of inclination
succession of leadership from superior to
c. RATE OF ADOPTION-innovation is adopted
subordinate; covers a crisis management related
in social system
organization chart.
• SOCIAL SYSTEMS- includes individual, groups,
• A COMMAND CENTER PLAN- location or place
organizations or subsystem that all share
that will serve as the base of operations for the
common goal
team; deals supplies and utilities. COMMAND
4. UNEQUAL HUMAN CAPITAL THEORY- inequality
POST- unit or subunit’s headquarters where
of employees leads to crisis at workplace; failure
commander and staffs performed; principal
to consider all aspects (ex. Discrimination of
facility.
individuals)
• RESPONSE ACTION PLANS- detailed planning how
5. CHAOS THEORY AND THE BUTTERFLY EFFECT
the organization will respond; includes assigning
THEORY- CHAOS THEORY- comes from
responsibility.
MATHEMATICS; some systems are so complex
• INTERNAL COMMUNICATION PROGRAMS-
CONCEPT OF BUTTERFLY EFFECT-small events
system and back up methods for members to
may generate large consequences; suggest the
communicate each other; includes the creation of
crisis mangers to prepare to respond small and
ways tom disseminate urgent information.
low probability events.
6. IMAGE RESTORATION OR REPAIR THEORY- • PROBING AND PREVENTION- active search and
IMAGE REPAIR THEORY known as IMAGE reduction
RESTORATION THEORY shares focus on • CONTAINMENT- action taken to limit its spread
rebuilding an organization. WILLIAMM BENOIT • RECOVERY- effort to return to normal operations
introduced Image repair theory focusing on the • LEARNING- review of the crisis management.
messages a company should communicate during COMPARISON OF STAGE APPROACHES TO
crisis. CRISIS MANAGEMENT
5 CATEGORIES OF IMAGE REPAR STRATEGIES FINK MITROFF THREE-
OFFERED BY WILLIAM BENOIT STAGE
• DENIAL- individual can deny the event or the fact PRODROMAL -SIGNAL PRECRISIS
that they are guilty for it DETECTION
• EVADING RESPONSIBILITY- next viable option -PROBITINGA
• REDUCING PERCEIVED OFFENSIVENESS- attempt ND
PREVENTION
to reduce the DEGREE OF ILL FEELING
-CRISIS -DAMAGE CRISIS
EXPERIENCED BU THE AUDINCE through 6
BREAKOUT CONTAINMENT
methods
-CHRONIC -RECOVERY
a. BOLSTERING- attempt to increase positive RESOLUTION LEARNING POSTCRISIS
sentiments
b. MINIMIZATION- attempts to convince the 8 PRINCIPLE OF PROPER CRISIS MANAGEMENT according
audience to NATIONAL CRISIS MANAGEMENT CORE MANUAL (NSC)
c. DIFFERENTIATION- aims to achieve similar 1. WHOLE-OF-NATION APPROACH- communication
effect within the audience and engagement of all stakeholders; represents
d. TRANSCENDENCE- attempts to reduce Filipino values of Bayanihan.
offensiveness 2. STREGHTHEND INTER-AGENCY COLLABORATION
e. ATTACKING ONE’S ACCUSER- the accused agency/departments must collaborate with
individual will allege others in detecting & simultaneously addressing
f. COMPENSATION- the accused individual all aspects
offers some type of reimbursement 3. EFFIECIENT SITUATION AWARENESS- SITUATION
• CORRECTIVE ACTION- promising to fix the AWARENESS detects threats & crise; analyze root
problem; can take 1-2 forms; individual can work causes and conveys warnings
to return things to the way they were before the 4. TIERED RESPONSE TO INCIDENTS- crises started
incident; individual make assurances of and end locally; unified response from local
adjustments government units
• MORTIFICATION- most direct of the 5. ADAPTABLE OPERATIONAL CAPABILITIES- crisis
aforementioned strategies; admits responsibility management response should adapt to meet
for the actions and seeks forgiveness. requirements; all levels of crisis management
organizations should be organized with
7. STRUCTIONAL FUNCTIONAL THEORY- capabilities’ overall crisis management should be
STRUCTIONAL FUNCTIONALISM comes from flexible
sociology and looks at society; explains how 6. UNITY OF EFFORT THROUGH UNITY OF
organizational communication relies on COMMAND- effective unified command is
structure. indispensable’ requires clear understanding of
the roles and responsibilities.
CRISIS MANAGEMENT MODEL- conceptual framework 7. READINESS TO ACT- the willingness of an
for all aspects individual to do something; readily taking
1. THREE STAGE MODEL- has macro-level generality command; encourage among local communities.
for constructing the comprehensive framework 8. INTENSIFIED PUBLIC INFORMATION CAMPAIGN-
• PRE-CRISIS- involves signal detection, prevention effective public information campaign is a key to
and crisis preparation effective crisis management.
• CRISIS- begins with the crisis trigger event; ends
when the crisis is considered to be resolved. Has
2 substages CRISIS RECOGNITION and CRISIS
CONTAINMENTS
• POST CRISIS- crisis dissolved and deemed to be
over

2. FINK’S FOUR PHASES MODEL OF CRISIS

STEVEN FINK 1986 book (CRISIS MANAGEMENT:
PLANNING FOR THE INEVITABLE LAID OUT OF
FOUR-STAGE CRISIS MODEL) examine a crisis as
extended event with sufficient warning signs.
• PRODROMAL STAGE- covers the period between
first sign and crisis eruption.
• ACUTE STAGE- trigger unleashes the crisis event.
• CHRONIC STAGE- encompasses the lasting effects
• RESOLUTION STAGE- the end of the crisis and a
time for internalizing
3. MITROFF’S FIVE-STAGE CRISIS MANAGEMENT
MODEL 1994
• CRISIS SIGNAL DETECTION- seek to identify
warning signs