Caleb's article review

Caleb Young
After reading an article about social media affecting crisis communications, this writer found out that Gerald Baron found three points in how crisis communication can be affected by the social media. The three points are revolution, voice, and interactivity. First, Mr. Baron describes revolution as a method in which the media has used new technology such as the Internet because it created a method in which the media can post stories about crises and not have to worry about a time slot for a television or radio. This method shows how important it is to the media.

Second, voice is very important because Mr. Baron explains that it is primarily used to speak to one person or a group of people to discuss the problem of a crisis. In other words, a crisis team must have a spokesperson to talk to the media to explain what is occurring in the crisis and what the team is doing to resolve the situation. Therefore, voice is important for crisis communication team.

Finally, Mr. Baron describes how important interactivity is by saying that it, "is the key to understanding the direction of the future in crisis communication" (1). Basically, interactivity is important among crisis team members because in order to bring a crisis to an end, the crisis team must be able to communicate with each other so that they can carry out their crisis management plan. This method illustrates how important interactivity is among the crisis management team. Therefore, these three methods illustrate how the social media can affect crisis communication and how they can help crisis teams, as well as the media, present a story or bring a crisis to an end.

To read this article, go to http://crisisblogger.wordpress.com/2007/10/21/social-media-and-impact-on-crisis-communication/.

Whitney's article Review

http://www.nevillehobson.com/2006/02/25/crisis-communication-planning-still-has-a-way-to-go-iabc-survey/

Of course more companies would say it is important to have a crisis communication plan... but not all of them would have an actual plan. This article has a lot of numbers in it, which we said people like to see. I also like how 54% said they didn’t have plans because of lack of senior management support. At least 46% of respondents said their organizations were beginning to develop crisis communication plans

Katie's article review

The article I chose to read on how social media affects crisis communication is entitled "Social Media and impact on Crisis Communiation" which I found on Crisisblogger. The article stated that revolution is what social media is doing for crisis communication. Although the advancements in technology have made social media outlets more readily available, they also throw back to the roots of how media first came about; one voice informing the masses. The article goes on to say that these new forms of open communication via the Internet make discussion, debate and the free flow of information far easier than it has been in decades past. While implemeting technology, these social forums have completely cut out the concept of audience oriented media and moved in a new direction where everyone can have an opinion, share ideas and seek out information from multiple sources simulateously.

http://crisisblogger.wordpress.com/2007/10/21/social-media-and-impact-on-crisis-communication/

Jill's article review

Jill Watkins

Article: How Blogs & Social Media are Changing Crisis Communication

Over 2500 American Airline flights were cancelled the week of April 11, 2008 due to wiring problems on MD-80 airplanes. American Airlines posted a one page summary of the situation on their website, which the author of the article "How Blogs & Social Media are Changing Crisis Communications," thought was "not all that helpful."

However, the chairman of American Airlines posted a video on YouTube taking full responsiblity and apologizing for the crisis. The video had been viewed 20,000 times. The article says communication professionals have "a responsibility to encourage and facilitate a more open conversation in the market. This is even more important in difficult times."

After reading the article, check out the comments posted by readers at the bottom. They had some very interesting things to say about this topic.

http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/

Claire's article review

http://social-media-university-global.org/2007/08/07/facebook-crisis-communications/

This article talks about how Facebook can be of value during a crisis if you have a Facebook group established specifically for crisis in a community. It gives an example of having a Facebook page for Ft. Lauderdale Florida emergency response teams in case of a Hurricane. Facebook can be of value during crisis b/c you can post things and have them available instantly. The article does warn that you should set up boundaries for you Facebook page like whether or not you should allow other people to post on the particular page or if it should only be used as a source for quick information.

The article also suggests that you should have the steps it takes to set up a "crisis" Facebook page in your crisis communications plan as another way to get information out to the public. This would allow you to specifically name your Facebook page to your own particular crisis, for example, you could name it after a specific hurricane or bridge collapse.

Tomorrow

Don't look like you just rolled out of bed. I'll be there with a camera.

We're going to do media training.

Review Chapter 5: Crisis Preparation: Part 1 under presenting crisis information clearly and handling difficult questions. They might come in handy tomorrow.

We'll be in class the full time tomorrow and no... I won't make you drive to class Thursday for an hour. We'll be in class the full time all next week.

July 1 - Question 9

What are the advantages and disadvantages of using full apologies during a crisis? Do you think partial apologies (as defined by coombs) have any real value? Why or why not?

July 1 - Question 8

We worked our way through the Wells Fargo tornado on Monday... Describe the crisis response strategy your crisis team should have taken during this crisis. (Hint: Table 8.1 summarizes these options). What Posture would you take? Why?

July 1 - Question 7

Define 2 information processing problems and how a crisis manager can over come these issues.

July 1 - Question 6

In chapter 7, the book speaks about the 3 basic factors on how people are persuaded.

1) What are they?
2) Why do you think Coombs cites these 3 factors?
3) Do you think he's missing the boat here on anything?
4) Understanding your own personality, would you be a good crisis manager on stage and as a spokesperson? Are you good under pressure? Tell me about it. :)

July 1 - Question 5

Glass in the Baby Food - What would you do on page 104

You work for Gerber, the baby food company. In the same month, there are reports of pieces of glass appearing in Gerber products and in Beech-Nut baby food, your competitor. An internal investigation and an investigation by the FDA can find no glass contamination your facilities. Management strongly suspects product tampering. Reports of glass in Beech-nut products appeared a week before reports of glass in Gerber's. It could be people trying to cash in on the product scare- they put the glass in hoping to get money from Gerber. Beech-nut has just announced a product recall related to the glass. What do you recommend Gerber do and why?

July 1 - Question 4

Would you choose to have a virtual crisis team? Why or why not?

July 1 - Comment 1

Check out page 91... does your plan have these sections? I would argue that #13 does not belong in the crisis communication manual but rather the disaster preparedness/emergency operations/crisis management manual for the organization as a whole. Communication folks will know about it but it's not part of the communication plan.

Have you guys considered a "mass notification system" as mentioned on page 97?

July 1 - Question 3

What special considerations do Crisis Management Teams have to consider? How do you address these issues? (hint: considerations in the chamber but not how to address them... use your noggin!)

July 1 - Question 2

Look at page 69 in the book. We looked at this before but we haven't discussed how this would be relevant to your crisis plan for the hospital.

Look at Table 5.1 and define a specific task statement or create a new one and then identify the knowledge points, skills, and traits necessary for that task statement for the crisis team.

Don't just copy and past from the book please. What would the Illini Community Hospital Crisis Team's Task Statements look like and supporting knowledge, skills, and traits.

July 1 - Question 1

Look at the typology by Coombs on page 65. He has 10 typologies versus the 9 we discussed from his prior book. Look at past notes and determine the new typology and tell me if you agree with adding this additional typology.

Is he missing anything here? Do you think one or 2 of the typologies could be categorized together? (are there too many?)