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Lecture Business communication: Developing leaders for a networked world: Chapter 11 - Peter W. Cardon

Chapter 11 - Crisis communications and public relations messages. When you finish this chapter, you should: Explain how crisis communications and public relations messages impact organizational reputation, describe the nature of crisis management in today’s organizations, apply the AIM planning process to crisis communications,. | Chapter Eleven Crisis Communications and Public Relations Messages McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives LO11.1 Explain how crisis communications and public relations messages impact organizational reputation. LO11.2 Describe the nature of crisis management in today’s organizations. LO11.3 Apply the AIM planning process to crisis communications. LO11.4 Construct effective and responsible crisis messages. LO11.5 Explain how to handle external complaints and negative rumors. Learning Objectives LO11.6 Review crisis communications for fairness and effectiveness. LO11.7 Describe the role of public relations messages in today’s organizations. LO11.8 Apply the AIM planning process to public relations messages. LO11.9 Construct effective and responsible public relations messages. LO11.10 Review public relations messages for fairness and effectiveness. Crisis Communication Messages Companies should operate under | Chapter Eleven Crisis Communications and Public Relations Messages McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives LO11.1 Explain how crisis communications and public relations messages impact organizational reputation. LO11.2 Describe the nature of crisis management in today’s organizations. LO11.3 Apply the AIM planning process to crisis communications. LO11.4 Construct effective and responsible crisis messages. LO11.5 Explain how to handle external complaints and negative rumors. Learning Objectives LO11.6 Review crisis communications for fairness and effectiveness. LO11.7 Describe the role of public relations messages in today’s organizations. LO11.8 Apply the AIM planning process to public relations messages. LO11.9 Construct effective and responsible public relations messages. LO11.10 Review public relations messages for fairness and effectiveness. Crisis Communication Messages Companies should operate under the assumption that crises will occur To minimize and correct damage to victims and avoid excessive reputation loss, companies should excel at all stages of crisis management The Stages of Crisis Management Stakeholder Groups Idea Development for Crisis Communications Preventable crisis, stakeholders believe the company is to blame and is completely responsible for the damages and losses to stakeholders Creating Crisis Messages Once crisis communication teams have planned their messages, they must act under significant time pressures to compose them. They must also act quickly to modify them for various media: letters, emails, web pages, blogs, texts, radio and television broadcasts, Reviewing Crisis Messages During the crisis response stage, you will likely be pressed for time In these tense moments, rereading your written crisis communications is essential Pay special attention to accuracy The Role of Public Relations Today Corporate reputation an intangible