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Crisis Communication & Public Apologies: The Maslows

This document discusses crisis communication and public apologies. It defines a crisis as a situation that has reached a critical phase. During a crisis, public relations is important to deal with internal and external public and uphold an organization's reputation. Various types of crises are outlined such as natural disasters, technological issues, confrontations, criminal acts, organizational misdeeds, workplace violence, and rumors. Tactics for crisis communication include pre-crisis planning, responding during the crisis stage, and post-crisis review. Recent cases like Malaysian Airlines are mentioned. The conclusion emphasizes that prior planning is important to gain control of the media, optimize long-term benefits, and avoid jeopardizing long-term viability.

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34 views16 pages

Crisis Communication & Public Apologies: The Maslows

This document discusses crisis communication and public apologies. It defines a crisis as a situation that has reached a critical phase. During a crisis, public relations is important to deal with internal and external public and uphold an organization's reputation. Various types of crises are outlined such as natural disasters, technological issues, confrontations, criminal acts, organizational misdeeds, workplace violence, and rumors. Tactics for crisis communication include pre-crisis planning, responding during the crisis stage, and post-crisis review. Recent cases like Malaysian Airlines are mentioned. The conclusion emphasizes that prior planning is important to gain control of the media, optimize long-term benefits, and avoid jeopardizing long-term viability.

Uploaded by

musadhiq_yavar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Crisis Communication &

Public Apologies
The Maslows

If not dealt with, the damage done by


crises will not go away; they will
become long-term reputation issues.

What Is a
Crisis?

A situation that has reached a critical


phase

Why is PR Important
During a Crisis?
Deal with internal and external
public
Uphold organizations
reputation by communicating
with stakeholders

Types of Crisis
Natural
disaster

Threaten life,
property and
environment

Technologic
al Crisis

Human error

Discontented
Confrontatio individuals
n Crisis
and/or group

Criminal
Crisis of
means to
malevolenc express
e
hostility

Organizational Misdeeds

Crisis of
skewed
manageme
nt values
Favoring
short term
economic
gain

Crisis of
deception
Concealed
or
misrepresen
ted

Crisis of
manageme
nt
misconduct
Deliberate
amorality
and
illegality

Workplac
e
Violence

Violence against other


employees

Rumors

False information
about organization

Terrorist
Attacks

Now a foreseeable risk

Crisis Communication Tactics


PRE-CRISIS STAGE
Research
(Organization
specific)
Crisis
Management Plan
Press Release
Templates
Chain of
Command to
employees
Training to
appropriate
personnel

CRISIS STAGE
Identification of
Crisis
Collection and
processing of
pertinent
information
Decision Making
Dissemination of
crisis messages
(Internal and
External
communication)

POST-CRISIS STAGE
Reviewing and
Dissecting the
performance of
the crisis
management
team
Necessary
changes needed
internally and
externally
Follow up crisis
messages

Some Recent Cases

Malaysian Airlines

Conclusion
Short shrift
Gaining
control of
media

Jeopardise
long-term
viability

Prior
planning

Lack of
detail

Optimize
the long
term
benefit

Never ruin an apology with an excuse!

THANK YOU

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