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QUESTIONNAIRE

This document outlines a project deliverable from Kwame Nkrumah University of Science and Technology focusing on the role of social media in crisis communication, specifically for Baby Maxx Inc. It includes a questionnaire designed to gather data on crisis understanding and communication strategies, along with interview questions aimed at understanding organizational preparedness and engagement during crises. The document also lists group members involved in the project and provides demographic questions for respondents.

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Laud Antwi
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15 views6 pages

QUESTIONNAIRE

This document outlines a project deliverable from Kwame Nkrumah University of Science and Technology focusing on the role of social media in crisis communication, specifically for Baby Maxx Inc. It includes a questionnaire designed to gather data on crisis understanding and communication strategies, along with interview questions aimed at understanding organizational preparedness and engagement during crises. The document also lists group members involved in the project and provides demographic questions for respondents.

Uploaded by

Laud Antwi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY

COLLEGE OF HUMANITIES AND SOCIAL SCIENCES

FACULTY OF SOCIAL SCIENCES

DEPARTMENT OF LANGUAGES AND COMMUNICATION SCIENCES

PROJECT DELIVERABLES

GROUP MEMBERS

YAA SARPOMAA

GRACE KISSIEDU

EMMANUEL OTENG ABOAGYE

OFORI ERICA
QUESTIONNAIRES

ROLE OF SOCIAL MEDIA IN CRISI COMMUNICATION: THE CASE OF BABY


MAXX INC.’S ULTRA BABY

This questionnaire is to gather data on people’s understanding of crisis and crisis communication
strategies that can be used in alleviating crisis situations. Every response and information given
is strictly confidential and will only be used for intended purpose.

SECTION A: GENERAL QUESTION ON CRISIS (1 to 4)

SECTION B: To ascertain the nature of crisis communication strategy of Ultra Baby. (5 to


8)

SECTION C: To identify crisis communication strategies necessary for improving the


reputation of Ultra Baby (9 to 12)

SECTION D: To develop crisis communication strategies for enhancing the reputation of


Ultra Baby. (13 to 16)
The following words have been abbreviated as the responses, so please kindly take note as you
answer the questions below: Strongly Agree (SA), Agree (A), Neutral (N), Strongly Disagree
(SD), Agree (A).

No ITEMS SA A N SD D

1 A crisis can have a significant impact on an organization's reputation.

2 Effective communication is critical during a crisis.

3 An organization's reputation can be fully restored after a crisis.

4 A crisis can be an opportunity for growth and improvement.

5 . A company's crisis communication plan must be well-defined and


ready to be implemented before a crisis hit.

6 During crisis, a company's communication across social media,


traditional media, and direct customer channels must be consistent
and coordinated.

7 A company's crisis communication must prioritize honest


information when providing regular updates to stakeholders.

8 A company must engage with affected customers and the public by


actively listening, responding empathetically, and leveraging trusted
influencers to help communicate crisis messages.

9 To what extent do you agree that Ultra Baby should prioritize


transparency in their communication during a crisis?

10 It is important that a company in crisis respond promptly to customer


concerns and complaints on social media during a crisis.

11 A company in crisis should use empathetic language and tone in their


crisis communication to show concern for affected customers.

12 As a strategy, a company can use influencers or industry experts to


help restore its reputation during a crisis by including them in its
communication strategy.

13 In the event of a product recall, a company should promptly


communicate the issue and steps being taken to address it on its
website and social media channels.

14 A company should have a dedicated crisis communication plan that


outlines key stakeholders, messaging, and mode of response to
follow during an emergency.
15 A company in crisis should engage customers on social media to
build trust and loyalty, even when not in crisis mode, to help prevent
reputational damage if an issue arises.
16 In the event of a crisis, a company should be honest in its
communications by being open and clear in its communications.

SECTION E: DEMOGRAPHICS
17.What is your age range?

o -18-24
o -26-35
o -36-45
o -46 and above

18. Gender:

o -Male
o -Female
o -Prefer not to say

19. Level of education:

 -High school
 -Bachelor’s degree
 -Master’s degree
 -Doctorate or professional degree

INTERVIEW QUESTIONS
1. How does your organization prepare for potential crises on social media?

2. Which social media platforms do you find most effective for crisis communication, and why?

3. How do you ensure the rapid dissemination of accurate information during a crisis?

4. What strategies do you use to engage with the public during a crisis?

5. How do you address misinformation or rumors that may arise during a crisis?

6. What methods do you use to gather public feedback during a crisis?

7. Can you share specific examples from Baby Maxx Inc's crisis communication efforts?

8. What key lessons have you learned about using social media in crisis management?

9. How do you analyze public sentiment on social media during a crisis?

10. After a crisis, how do you evaluate the effectiveness of your social media communication
strategy?

11. Are there any recommendations you will give to organizations on how to use social media in
solving crises?

INTERVIEWEES

Mr. Odi Ahenkan Kwame Yeboah

Anita Felbah

Nana Kwadwo Jantuah

Mr. Gabriel Ankrah

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