1. Chapter Eleven Crisis Communications and Public Relations Messages McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.

2. 11-2 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.

3. 11-3 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.

4. 11-4 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

5. 11-5 The Stages of Crisis Management

6. 11-6 Stakeholder Groups

7. 11-7 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

8. 11-8 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,

9. 11-9 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

10. 11-10 The Role of Public Relations Today  Corporate reputation  an intangible asset that allows the company to better manage the expectations and needs of its various stakeholders, creating differentiation and barriers vis-à-vis its competitors

11. 11-11 Complete the Campaign Cycle

12. 11-12 Social Media Teams 1. Develop formal social media policies 2. Monitor internal and external communities 3. Engage online communities 4. Act as first responders by acknowledging mistakes

13. 11-13 Tools for PR Messages: Information Age Audiences and Social Age Audiences

14. 11-14 Audience Analysis for Public Relations Messages  From what sources do they get information about you and your competitors?  Through which communication channels can you best reach them?

15. 11-15 Matching Influence Techniques to Public Relations Efforts