ADPR 189H Final Exam Review

True or False: The Pepsi advertisement featuring Kendall Jenner is an example of an operational crisis

False

True or False: Crisis communication is defined as "the words used to manage information during a crisis"

False

True or False: Stakeholders are groups of people who can impact yout organization and be impacted by your organization

True

True or False: An organization's response to a reputational crisis can lead to an operational crisis

True

An employee strike at general Motors plant would be considered an operational crisis

true

True or False: An organization's response to an operational crisis cannot lead to a paracrisis/reputational crisis

False

True or False: An organizations reputation is based on the stakeholder's perception of your organization

True

Which of the following is the first phase of the three-stage crisis life cycle according to Wigley?

Anticipation

Which of the following is an example of an unintentional crisis?

Product failure

Which of the following statements IS NOT true?

A reputational crisis does not impact an organization's operations

Crisis recognition occurs in which of the following phases of the three-stage crisis life cycle?

Navigation Phase

According to the Institute of Crisis Management, most crises fall into which of the following types?

Unethical leadership

The Pre-crisis stage or Anticipation Phase of the three-stage crisis life cycle includes which of the following?

Signal detection

Which of the following is an example of a reputational crisis?

Collateral damage

Which of the following IS NOT an example of an operational crisis?

None of these (all are examples)

True or False: Perspective-taking is the ability to see a situation from someone else's viewpoint

True

True or False: A professional organization's Code of Ethics provides legal advice for public relations practitioners and crisis communicators

True

True or False: The ethical base response proposed in Coombs' Situational Crisis Communication Theory (SCCT), means organizations must provide both instructing information and adjusting information in a crisis.

True

True or False: Organizations have a duty to act ethically only after a crisis happens

False

A commercial airline cancels a flight because there aren't enough crew members. The airline decides to reimburse all passengers who were booked on the flight, provides them a $1000 travel voucher, and arranges free accomodations for them a a 4-star hotel while they wait for another flight. The airline is operating from which of the following ethical approaches?

Axiology/virtue ethics

Which of the following is sometimes referred to as "rules-based" ethics?

Deontology

The two-way symmetrical model of communication is part of theory

Excellence

On the reality TV show Big Brother, a contestant wins the opportunity to choose safety (which means she won't be evicted) for herself for two weeks or safety for her and three other contestants for one week. What type of ethical dilemma/issue is the contestant facing?

Utilitarianism

Which of the following is the most common ethical approach used by pubic relations professionals?

Situational ethics

According to the text, which of the following should be the most common ethical approach used by public relations professionals?

Axiology/virtue ethics

Which of the following is the opposite of deontology, and focuses on the idea that actions should be evaluated based on outcomes?

Utilitarianism

is an ethical approach that focuses on doing the greatest good for the greatest number of people.

Utilitarianism

Organizations that approach crisis management using ___ fare better than those who don't

Axiology/virtue ethics

___ values the inherent worth of human beings and focuses on how the organization may impact people.

Humanistic care

Which of the following used an axiological approach when dealing with a crisis?

Oklahoma State University

True or False: Most real-world inoculation messages do not use threat and/or a forewarning as part of the inoculation messaging strategy

True

True or False: An organization's corporate social responsibility efforts should be strategic. That means the organization's CSR efforts should get as much media coverage as possible.

False

True or False: An organization spokesperson who is responding to reporters' questions about a crisis is engaged in proactive crisis communication.

False

True or False: The concept of stealing thunder is about responding quickly to reporters' questions about a crisis

False

Which of the following used the strategy og stealing thunder to respond to a potential crisis?

Maria Sharapova and David Letterman

__ is a preemptive messaging strategy used by organizations/individuals to remind stakeholders of their positive business accomplishments.

Bolstering

Which of the following IS NOT an example of an organization engaging in CSR?

Producing quality products

_ is a messaging strategy used by organizations/individuals to remind stakeholders of their "good works" in the community

CSR

Which of the following preemptive crisis communication strategies involves revealing negative information about your organization.

Stealing thunder

Which of the following developed the "trust bank" concept?

Ray Kroc, McDonald's

Which of the following preemptive messaging strategies communicates messages that are contrary to stakeholders' attitudes and then offers responses to those arguments?

Inoculation

__ is an example of proactive crisis communication

All of these

According to researchers, organizations most often use _ when responding to a crisis.

Bolstering

Which of the following is an example of a reactive messaging strategy?

Bolstering

is the process of providing messaging to stakeholders on how they can protect themselves from various threats.

Risk Communication

Assessing crisis vulnerabilities involves which of the following two factors?

Likelihood and impact

True or False: A prodrome is another name for a warning sign.

True

True or False: Adjusting information can extend beyond the crisis phase to the post-crisis phase.

True

True or False: Instructing information helps stakeholders psychologically deal with the crisis.

False

True or False: The purpose of conducting a crisis vulnerability analysis (or crisis inventory) is to know where to focus crisis communication plans and provide guidance on where to focus risk management efforts.

True

True or False: Environmental scanning involves monitoring one's environment both internally and externally.

False

According to the Institute for Crisis Managements annual reports there was a shift in crisis type with _ the most prevalent crisis in 2019 and __ the most prevalent crisis type in 2020.

Mismanagement; catastrophes

Nike's ads featuring former NFL quarterback Colin Kaepernick is an example of which of the following?

Corporate social advocacy

True or False: Most crises do not exhibit early warning signs.

False

True or False: Risk communication should consist of both instructing information and adjusting information.

True

Which of the following IS NOT a source for risk management?

All of these (none are sources)

Corporate social advocacy is closely aligned with which of the following?

Issues management

Which of the following factors should be considered when it comes to influencing stakeholders' perceptions of risk?

All of these

True or False: A manufacturing plant discovers a trend of its employees getting hurt on the job when working in a specific area of the plant. This is an example of issues management.

False

True or False: An emergency preparedness plan details how the organization can maintain operations during, or shortly after, a crisis.​

False

True or False: A Crisis Directory is a section at the back of the CCP where more detailed information and fill-in-the-blank templates are included.​

False

Which of the following IS NOT a true statement? ​

Only members of the crisis communication team should know what to do when a crisis occurs​

True or False: A Crisis Communication Plan ensures the crisis will be handled successfully.

False

True or False: According to surveys, most companies practice their CCPs on a regular basis. ​

False

Which of the following is a true statement about Crisis Communication Plans? ​

They should be confidential

True or False: Coombs suggests that Crisis Communications Plans should be lengthy and detailed.​

False

True or False: It is a good idea to create a plan for every possible crisis scenario.​

False

True or False: The Crisis Communication Plan should focus on the most likely and most impactful crises that could occur.​

True

True or False: A Business Continuity Plan details how the organization can maintain operations during, or shortly after, a crisis.

True

Which of the following is a blueprint for an organization to communicate quickly and effectively during a crisis?​

Crisis Communication Plan

True or False: Even in the digital age, it's a good idea to have a hard copy of your Crisis Communication Plan. ​

True

According to Coombs, which of the following should you include in a Crisis Appendix? ​

Digital press kit

True or False: The CCP should not align with the Emergency Preparedness Plan or the Business Continuity Plan.​

False

Which of the following is a true statement about Crisis Communication Plans?​

All of these

When an organization is involved in a crisis, which of the following is considered the most credible spokesperson?

CEO of the organization

True or False: A crisis communication manager can control the media and prevent reporters from running negative stories.

False

Which of the following is an example of a hypothetical question a reporter might use?

What if you don't find all the victims?

True or False: Supporting facts can help you pivot from a reporter's questions that you don't want to answer.

False

True or False: It is OK to respond with "No comment" when a reporter asks you a question you don't know the answer to.

False

True or False: A bridging phrase is evidence in the form of examples, anecdotes, stories, statistics, etc., that support your key messages.

False

How many key messages should you develop in preparation for a media interview?

3-4

Which of the following can be used as supporting facts?

All of these

Which of the following is an example of a key message?

All of these

True or False: A reporter's question that asks the spokesperson to speculate is referred to as an unacceptable alternative.

False

Which of the following IS NOT an example of a bridging phrase?

"Who's responsible for …"

If you don't know the answer to a reporter's question, you should do which of the following?

Say "I don't know"

True or False: It is a good idea for a spokesperson to practice and prepare for a reporter's questions.

True

True or False: It is never a good idea to answer a hypothetical question from a reporter.

True

True or False: Speaking with one voice means there should only be one spokesperson during a crisis.

False

are reporters and editors who control information flow from your organization to the public.

Gatekeepers

During a crisis are used to deliver information to reporters simultaneously or all at the same time.

News confrences

True or False: Something is newsworthy if the public thinks it is newsworthy.

False

True or False: If you have an established relationship with a reporter, you can trust them to respect your request for something to be "off the record."

False

Which of the following is a true statement regarding news conferences?

All of these

True or False: It is a good idea to tell reporters you don't know information even though you actually do.

False

True or False: It is a good idea to communicate with reporters only if, and when, a crisis occurs.

False

As discussed in the chapter, which of the following IS NOT an example of a news value?

Excitement

The story on the Facebook whistleblower mentioned in the chapter is an example of which of the following news values?

Conflict

True or False: Media will sometimes cover stories because they are visual, even if they have no real news value.

True

True or False: Covering up information from reporters can make a crisis disappear.

False