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This is the exam from here:

You are the crisis communication manager for a Fortune 500 telecommunication company that
manufacturers cell phones, among other products. You have just come from two hours management
meeting in which several repons were given, including one from the customer service manager. She
mentions that a few complaints had been received from angry users of its hot selling new series XGF100
mobile phones. Apparently. when the mobile phone is about to lose battery power, a very loud melody
plays. The manager said she didn’t know much more about the situation because another manager was
handling it. .

Alter the meeting. you check with the vice president of communication to see if you should put out a
news release about the potential problem. She said the problem wasn’t confirmed yet and no action was
needed.”

However. in your research, you read the customer relations intemal reports and discover that the problem
has actually been identi?ed as a so?ware ?aw. You also read that the melody noise was described by
several customers as "piercing" and “painful.” When you show the vice president of communications
these repons, she says that a “couple of complaints” do not wan-ant action. “Besides,” she tells you,
“they’re one of our fastest growing product lines."

(Patricia Swan, Cases in Public Relation: Management. p. 47. McGraw Hill, 2008.)

Now, using Coombs 3-stage model of crisis communication, critically analyze the case and offer
suggestions about how this company could use the model to more effectively handle crisis
communication.
———— to here!

Could you analysis the points down there and write about the points from the patagraph above!!
Be sure to include specifics on:

Prefrisis

Signal detection

-identifying sources

-collecting information

-analyzing information

Prevention

-issues management

-risk aversion

-reputation management _

Crisis Preparation

-vulnerabilities

-creating crisis teams

-selecting spokespersons

-dra?ing crisis management plans

-developing crisis ponfolios

-structuring the crisis communication system

Crisis Event

Trigger Event

Crisis Recognition

-how events get labeled as a crisis ‘
—selling the crisis to management ‘
—means for collecting crisis information

Crisis Containment

—crisis response

—crisis recovery

Postcrisis

-make organization better prepared for the next crisis

-make sure stakeholders are ie? with positive impression

—make sure crisis is truly over

-evaluation

—follow—up communication with stakeholders

-continued monitoring of issues related to the crisis