CRISIS MANAGEMENT MIDTERM EXAM

Which of the following can take place during a crisis?

• A) Interrupts normal business transactions

• B) Can threaten the existence of an organization and/or the bottom line

• C) Can affect the "good name" or reputation of a company

• D) Product tampering, product failure, unethical behavior etc

• E) All of the above

Which is NOT a Message Mapping Step?

• A) Analyze specific concerns to fit underlying general concerns

• B) Ask outside experts to systematically test messages

• C) Take scientific data related to health and environmental hazards

• D) Assemble supporting facts and proof for each key message

• E) Plan delivery of resulting messages and supporting materials

Which of the following should you NOT do during a crisis?

• A) Always make the CEO the spokesperson

• B) Be prepared to move without all the facts

• C) Seek out your allies

• D) Answer early

• E) Be Flexible

Which of the following is NOT part of Apologia Theory?

• A) If organization committed misdeed, they must lie in order not to claim liability

• B) Insisting charges are false or organization did not "intend" to commit misdeed

• C) The organization will use explaining facts to explain that they have not committed misdeeds

• E) The organization will apologize

Which of the following theories have models for Press Agentry, Public Information, Two-Way Asymmetry, and Two-Way Symmetry?

• A) Awareness- exposure to idea

• B) Evaluation- pros and cons determined

• C) Trial- idea is implemented

• D) Adoption- acceptance or rejection, of idea, change, or innovation

• E) All of the above

Which of the following is not a part of the 5-step apology?

• A) Apology or empathy statement

• B) Cold introduction

• C) Explanation of problem

• D) Do not take complaints

• E) Attract new customers

Which of these tactics is a way to prevent multicultural crises?

• A) Have a spokesperson for all ethnic groups

• B) Consistently review policies

• C) Tread lightly

• D) Establish relationships within diverse communities

• E) All of the above

How should emails be personalized when addressing a crisis?

• A) There should be individual emails to all involved

• B) Only staff members should receive emails

• C) Staff should receive an email then parents, volunteers and donors should receive another

• D) Only the Donors and Parents should receive emails

• E) The emails should not be personalized, only basic information needs to be provided for all

Which other forms of Social Media should you use to communicate?

• A) Twitter

• B) Facebook

• C) Instagram

• D) Only email

• E) All of the above

Which of these are Public Relations Disasters?

• A) Donna Karan Defended Harvey Weinstein

• B) Dove's Racially Insensitive Adversity

• C) Uber's New CEO's Email

• D) Volkswagen Diesel Duplicity

• E) All of the above