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There are many definitions for what is considered to be a crisis. Alan Jay Zaremba, author of the textbook ”Organizational Communication,” combines several definitions of the word to conclude that a crisis is “an incident that occurs unexpectedly, could damage an organization’s reputation, values, and/or performance, and requires effective communication. (Zaremba, 2010) In the case of the Nuance Group, their current situation completely blindsided the organization, was a nightmare for their reputation, and communication was now the key element in restoring their image. This was indeed a crisis.
The Nuance Group found itself in a dilemma when it was discovered they not only created a brochure with false information, but they distributed
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The crisis at the Nuance group appears to be a “Reputational” crisis. The case study states that the Nuance Group is “a successful management consulting company.” (Zaremba, 2010) In order to be successful, you must have a positive reputation, which was most likely the case with the Nuance Group. However, as Warren Buffet said, “It takes 20 years to build a reputation and 5 minutes to ruin it”. (Tuttle, 2010) By publishing false information in their brochures, and distributing them to the public, the Nuance Group portrayed themselves as devious and untrustworthy, amongst other negative …show more content…
The Nuance Group can express their disbelief that their employees could act in such unethical ways. They could also use denial in the sense that they had no idea this was going on. This could help to portray them as victims rather than the bad guys. (Zaremba, 2010)
A third image restoration technique is compassion. By expressing empathy for the possible repercussions the false brochures could have had on all the stakeholders, the Nuance Group will portray itself as a considerate organization that knows how to recognize when they have made a mistake. (Zaremba, 2010)
The Nuance Group also needs to acknowledge the importance of responding quickly to the situation. Zaremba tells us on page 249, “All recommendations for crisis communicators emphasize the need for speedy reactions.” He goes on to explain that the first twenty-four hours of a crisis is the most critical. (Zaremba, 2010) It is within the first 24 hours that opinions are formed regardless of whether the organization has communicated anything. Although the Nuance Group needs some time to figure out the logistics of their crisis communication plan, they have a very short window to do
Silence or Omission: Not coming forward or withholding important information can be highly unethical if it leads to harm or damages
Organization in Crisis. The name of the organization, or in this instance person, experiencing the crisis is Bill Cosby. On the cusps of his television comeback, several allegations of sexual assault have remerged against Bill Cosby.
Toxic Sludge is designed to shock readers by stressing the negative side of each circumstance; even though the information presented is a left wing point of view I do believe the work is a justifiable criticism of the PR industry because the tactics used were harmful to American democracy and in some cases the health and wellbeing of the public at large. According to an analysis by Dr. Donn Tilson, accredited member of the Public Relations Society of America (PRSA), not all PR practitioners utilize such tactics, however, many do and that type of PR poses a threat to democratic values, he goes on to state, “it is ultimately a manifestation of the deeper contradictions in corporate America...the road back to a truly democratic society lies in educating ourselves about the power of propaganda in our lives” (Tilson, 1997). As the general public continues to educate itself about the practices (good and bad) in the field of PR it is even more important that our firm maintain professional procedures that are in-line with the PRSA code of ethics.
Crisis is an event that is unplanned, unwanted, and dangerous and leads to hard decision making. There are many different types of crisis such as economic crisis, mental health crisis, situational crisis, social crisis, adventitious crisis and many more. Every type of crisis affects people more than we think and know. There is always someone who loses and who gains during a crisis. People who lose are usually the ones who are affected the most such as losing a job, losing a family member or someone close to them, losing their homes and sometimes even their own lives. The people who gain are usually the rich people who prey on the poor and usually gain from making money and the poor’s lives miserable.
The case of the Indiana state fair was a clear example of what happens when an organization does not have a crisis management team, plan, strategy, or crisis organizational learning experiences. As we observed, so many individuals from separate departments did not effectively communicate with one another. It sort of reminds me of the whole Titanic disaster, only smaller in nature. Where there were so many signs, and opportunities to prevent the crises from effecting them directly. Unfortunately there were too many missed opportunities, and eventually it was a race against time, and time won!
Public relations are the practice of distributing the information between an organisation or individual and the public. The aim of PR practitioners by the client is often is to persuade stakeholders, partners, employees, investors and most importantly, the public. The practitioner’s communication stance is reaching the individuals or organisation ultimate goal. However many can examine and scrutinize public relations ethics to assert a PR problem within the industry. All PR organisations and individuals have a code of ethics of which the professionals are expected to follow. Regardless of these guidelines, ethics in individual practices seem to prove continuous and consistent violation worldwide. The James Hardie Industry, a company that is known for knowingly using products that caused thousands of people throughout Australia to grow to become sick and even resulting in death, from its products that produced massive profits is a prime example of the PR problem. However ethical communication and critically reflective practices are procedures that benefit both the public and the organisation when use correctly, opposite to the James Hardie case.
Echterling, Presbury and McKee (2005) define crisis as a turning point in one’s life that is brief, but a crucial time in which, there is opportunity for dramatic growth and positive changes, as well as the danger of violence and devastation. They further state that whatever the outcome, people do not emerge from a crisis unchanged; if there is a negative resolution, the crisis can leave alienation, bitterness, devastated relationships and even death in its wake; on the other hand, if the crisis is resolved successfully a survivor can develop a deeper appreciation for life, a stronger sense of resolve, a mature perspective, greater feelings of competence, and richer relationships.
“A crisis is generally perceived to be a threat by the organization’s stakeholders, various groups that have an interest in the organization” (Crandall, Parnell, & Spillan, 2013, p. 4). Penn State, like other organizations, had a variety of stakeholders relying on the integrity and performance of the university that were not only affected, but shocked by the Sandusky sexual abuse scandal. “Events of behaviors that violate an organization’s core identity receive much media attention” (Grandey, Krannitz, & Slezak, 2015, n.p.). The moment the allegations hit the news media, perceptions were forming. As the story progressed and the cover-up was revealed, the name of the institution was tarnished.
To continue, the development of new technologies, such as computers and image editing software, has increased and redefined the nature of false advertising. Programs such as Adobe Photoshop have made the digital manipulation of images possible. One of the functions of this software is “airbrushing”, which in this context refers to the technique used to conceal, eliminate, or alter the appearance of flaws. Image editing software has facilitated the “re-touching of photographs related to any characteristics directly relevant to the apparent ...
Within a company, illegal practices can be seen by many as the “in thing” and the people working within that environment may not see what they are doing as morally wrong. The issue of the lack of media coverage of these types of crimes must also not be overlooked.
This article focuses on two different approaches of deception: withholding information versus distorting information, and how that may or may not change employees’ perception of the deceiver (Dunleavy, p.239). Dunleavy defines deception as “the conscious attempt to create or perpetuate false impressions among other communicators” (Dunleavy, p.240). Three hypotheses’ are presented in the article...
Effective communication in its various forms is the substratum of crisis management. Internal and external communication is essential during times of crisis if a successful outcome is to prevail. In a crisis, people’s lives are often at risk, these are lives that can be lost or protected; however, their fate lies in the hands of information. A breakdown in communication during times of crisis will interfere in dispensing pertinent and time sensitive information to the target audience, thus placing them at a gross disadvantage in protecting their health. During a crisis, it can be extremely costly to falter in delivering accurate, detailed, and informative information.
In saying nothing, an organization is perceived as already having made a decision. The decision is made by the client. When? No comments? is said most people (around 65%) perceive. the no-commenter as guilty (Sitel, 2004).
When Mattel faced a PR nightmare in 1996, they felt they needed to make drastic sweeping changes to rebuild the customer’s trust and not lose their competitive edge (Sethi, 2011). Senior leadership mistakenly utilized a kind of ‘nuclear bomb’ response of promising too much too soon, when their unethical actions hit the media circuit. They found out the hard way that expansive degree of remediation was not warranted; nor was it practical or sustainable (Sethi, 2011), which lead to even more distrust from the consumers. It would have been more beneficial to focus attention on one or two areas of concern, remediate those, then move onto the next few. This staged approach would have allowed for a more viable impact. Mattel instead ultimately learned; if you don’t follow the rules, you can only expect to get away with your selfish deceptive actions for so long, before someone ultimately exposes
In today’s era of raising slogan of global village, communication has become a burning issue. The world has turned into a global village, and one cannot survive alone. As man is a social animal, he cannot overcome worldly activities alone. For the fulfillment of daily activities and usual deeds, he needs help from other people and have to communicate with others. Infect, in habitual life everyone spend a lot of time in communicating i.e. writing, reading, talking and listening. People spent most of their time in communicating, for the execution of routine activities everyone needs assistance and support from others. Then communication process starts, no one can communicate alone. There‘s always a sender and one or more receivers.