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SEVEN DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT. SEVEN DIMENSIONS OF
CRISIS COMMUNICATION MANAGEMENT By James E. Lukaszewski, APR ...
... especially so in firms with international dimensions. ... Covey, SR (1989), The Seven
Habits of ... Darling, JR (1994), ``Crisis management in international business ...
... 1992) explores the social/psychological dimensions of CMC ... communication contained
in seven categories of ... Crisis effects on intraorganizational computer-based ...
... 1992) explores the social/psychological dimensions of CMC ... communication contained
in seven categories of ... Crisis effects on intraorganizational computer-based ...
... 4. In the last seven days, have I received ... $52.3 billion resulting in a financial
crisis that spurred ... Sears found that two dimensions of employee satisfaction ...
Submitted by angelsuomi on November 27, 2007
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SEVEN DIMENSIONS OF CRISIS COMMUNICATION MANAGEMENT
By James E. Lukaszewski, APR, Fellow PRSA
As Published in Ragan's Communications Journal, January/February 1999
Copyright © 1998, James E. Lukaszewski. All rights reserved.
The most challenging part of crisis communication management is reacting - with the right response - quickly. This is because behavior always precedes communication. Non-behavior or inappropriate behavior leads to spin, not communication. In emergencies, it's the non-action and the resulting spin that cause embarrassment, humiliation, prolonged visibility, and unnecessary litigation.
Helping management understand the impact of inappropriate or poorly thought out crisis response is one of the most important strategic services the public relations practitioner can provide. To have a strategic discussion requires a tool that has value without insulting the executive's intelligence, has impact without belaboring the obvious, inspires action without over-simplifying, and illustrates options and choices without teaching unnecessary, ill-advised lessons in public relations.
Examining the dimensions of a crisis, which executives can clearly recognize and relate to, helps the public relations counselor provide truly meaningful, strategic advice. It is this kind of analytical approach that helps senior management avoid career-defining moments, unless the moments are deserved.
The Dimensions of a Crisis
True crises have several critical dimensions in common, any one of which, if handled poorly, can disrupt or perhaps destroy best efforts at managing any remaining opportunities to resolve the situation and recover, rehabilitate, or retain reputation. Failure to respond and communicate in ways that meet community standards and expectations will result in a series of negative outcomes. This article focuses on seven critical dimensions of crisis communication management:
1. Operations;
...
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