CCM_Chap 2

A \______ is used to explain what will work, what decisions should be made and how, what actions are likely to result and how, and how things relate. It is a prediction based on what has happened before.

theory

\______ is a prediction based on what has happened before.

theory

Theories also tend to\______, so it is necessary to regularly test them.

change

When an organization has been accused of a misdeed, its reaction to its publics is often called \______.

apologia

It is not necessarily an apology. The organization’s effort may deny, explain, or apologize for the action through communication discourse. What is it?

Apologia Theory

“The organization may insist that the charges are false and totally deny them.” is the example of:

Redefinition

“The organization may communicate to its public(s) that it did not “intend” to commit the misdeed.” is the example of:

Redefinition

“Apologia strategy may also include informing publics that the organization might seem to have committed a misdeed but actually has not.” is the expression of:

Dissociation

A strategy might be the actual apology: “We are guilty. We are sorry. Please forgive us.” This is called:

Conciliation

Redefinition is a part of:

Apologia Theory

Dissociation is a part of:

Apologia Theory

Conciliation is a part of:

Apologia Theory

The organization determines what is threatening reputation or image and also determines which publics must be addressed and persuaded. What theory is it?

Image Restoration Theory

“When Wal-Mart realized in 2009 that it was getting bad press. Apparently many people felt that the huge company had a serious case of corporate greed, that it would do anything to earn money. To build its customers’ trust, executives decided the company should have an open information policy.” is the example of:

Image Restoration Theory

\______ is concerned with counseling management and other leaders to make the most effective decision.

Decision theory

Decision theory suggests that the decision maker should consider the possible benefit of each alternative; this is called\_______. How useful is one alternative compared to others?

maximizing

Often, decision theorists note that decision makers do not opt for the greatest benefit but settle for the decision that will satisfy minimum requirements, usually because they do not have adequate data with which to formulate decisions. This practice is called\_______.

satisficing

\______examines how new procedures, practices, and objects are adopted and accepted by companies and individuals.

Diffusion theory

Diffusion theory has\_____steps.

5

The first step of Diffusion theory process:

Awareness

The last step of Diffusion theory process:

Adoption or failure to adopt

In Diffusion theory process, whether something is adopted or not depends on:

The Past

In Diffusion theory process, whether something is adopted or not depends on:

The Decision Makers

In Diffusion theory process, whether something is adopted or not depends on:

The Innovation/Change

In Diffusion theory, the\_______, often communicators or public relations professionals, try to move the body forward toward adoption.

change agents

An example of diffusion theory in crisis communications might be a theater with an aging clientele suffering from poor single ticket sales and declining subscriptions. Theater management wants to offer more contemporary plays to attract a younger audience, but they also want to keep the faithful clientele. Communicators might make announcements through the news media of this effort showing reasons in the \________ stage.

awareness

An example of diffusion theory in crisis communications might be a theater with an aging clientele suffering from poor single ticket sales and declining subscriptions. Theater management wants to offer more contemporary plays to attract a younger audience, but they also want to keep the faithful clientele. In the \_______stage, they might hold focus groups of persons from Generation X and seniors.

interest

An example of diffusion theory in crisis communications might be a theater with an aging clientele suffering from poor single ticket sales and declining subscriptions. Theater management wants to offer more contemporary plays to attract a younger audience, but they also want to keep the faithful clientele. In the \_______stage, the focus groups are studied, and comments are offered by members of the executive and community boards.

evaluation

An example of diffusion theory in crisis communications might be a theater with an aging clientele suffering from poor single ticket sales and declining subscriptions. Theater management wants to offer more contemporary plays to attract a younger audience, but they also want to keep the faithful clientele. In the \____stage, one contemporary cutting-edge play is produced with careful publicity, interaction, and communications with leaders of both groups attending to help them understand. Follow-up interviews are conducted.

trial

An example of diffusion theory in crisis communications might be a theater with an aging clientele suffering from poor single ticket sales and declining subscriptions. Theater management wants to offer more contemporary plays to attract a younger audience, but they also want to keep the faithful clientele. The \______stage results if most efforts succeed; during the following season, perhaps two contemporary plays may be offered.

adoption

The excellence theory is based on types of public relations practices called “models.” It has\______models.

4

In the excellence theory, model 1 is:

Press Agentry/Publicity Model

In the excellence theory, model 2 is

Public Information Model

In the excellence theory, model 3 is:

Two-Way Asymmetric Model

In the excellence theory, model 4 is:

Two-Way Symmetric Model

In the excellence theory, what model considers the truth is essential?

Public Information Model

In the excellence theory, what model can be called the scientific persuasion model?

Two-Way Asymmetric Model

In the excellence theory, what model can be called the mutual understanding model?

Two-Way Symmetric Model

In the excellence theory, what model is most common in corporations?

Public Information Model

In the excellence theory, “A letter informing a public of a new policy or a recorded telephone message with no technology available for returning messages.” is the example of:

Two-Way Asymmetric Model

In the excellence theory, “Talking to consumers by telephone or at a public meeting in which the consumers can talk back and changes result.” is the example of:

Two-Way Symmetric Model

Who are linked to an organization or who have an interest in an organization and are affected by the decisions made by that organization?

Stakeholders

The examples of company stakeholders:

employees, stockholders, communities, and government officials

The examples of strategic publics:

boards of directors, investors, and unions

Communications programs designed to build relationships with strategic publics, the crucial stakeholders of an organization called:

Strategically managed public relations

What is an ongoing program of informing and educating various publics (usually external publics) about issues that can affect, negatively or positively, an organization’s success?

Risk communications

“Look busy whether you are or not” and “The boss is always right.” are the examples of:

Organizational ideolog