2012(A)2012.03.11

Crisis Management in Organization

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3. slogan

2011.12.25A14

1.(Charles Dickens)

2.(Irvin Yalom)(Staring at the sun: overcoming the terror of death)(Enkidu)

3.(Erik Erikson)

4.(King Lear)(Men must endure their going hence even as their coming hither.)(John Dryden)(The worlds an inn, and death the journeys end.)

2010.3.24:

1.

2.??????:!

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4.??

5.:?:

Crisiskriisto decideto decide or to die(Websters Dictionary)

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1.GPS(Garmin) What if we have a recession? What if competitors come out a killer product?

2. James Baldwin Not everything that is faced can be changed but nothing can be changed until it is faced.

3. angerdanger stresseddesserts. Stressed is just desserts if you can reverse.

Are you prepared for the worst? Are you prepared for the best?

1.(short time)1-a,//1-b,1-c,2080/1090/0199 1-d,199let it alone/dramatizationMIS

2.(by accident)2-a,(unexpected) (neglected) ex: ex:2-b, too shocked to response2-c, cool down / cold down / ice down2-d,

3.(high threats)3-a,(fatality)striking at the foundation3-b, the choice between life and death3-c,(improvisation) (instant response) (instant transparency) (instant pay)3-d, quick-through

1.it could not happen to meattitudeno person / entity is crisis-free.

2.(luxury beyond our burden)(necessity in our afford)

3.(CMT: crisis management team)

4.delay is not the best policy. non-action

Jack Welch

1.!2.!3.!4.!5.!

Jack Welch

1. Assumption 1: The problem is worse than it appears.

2. Assumption 2: There are no secrets in the world and everyone will eventually find the truth.

3. Assumption 3: You and your organization handling of the crisis will be portrayed in the worst possible light.

4. Assumption 4: There will be changed in process and people. Almost no crisis ends without blood on the floor.

5. Assumption 5: Your organization will survive, ultimately stronger for what happened.

1.

2.Uniqlo, 2010500201094480813610 Uniqlo

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4.

(vulnerability study)

1.(Adrian Slywortzky)(Karl Weber)

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3. MPL(Maximum Possible Loss)PML(Possible Maximum Loss)

4. .(PML)(MPL) /

5.911

(BCP: Business Continunity Planning)

1.2011332011.3.11

2.

3.(speed recovery planning)BCP

4. BCP(recovery strategy) a)(duplicated)(immediate availability) b)(subscribed)(supporting system) c)(purchased)procured d)(substituted)alternatives are possible e)(salvaged)if possible

(MAA: Mutual Assistant Accord)

1.(stakeholders)(crisis management strategy alliance)

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(Disaster management)

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3.85.10.1478NT86.10.3120NT......

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5. a) b) c)C3Communication / Control / Command d) e) f)

(rumour management)

1. no news, send rumours.

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(image restoration management)

1.NPOCEO(image value)

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3.Obama Razor

(Frederick Williams)

1.?(What do we get by participating?):

2.?(What are the risks?)

3.?(Can we get our message across?)

4.?(Is this audience worth it?)reach

5.?(How will management react?)

6.?(Does your legal liability outweigh the public interest?)

7.?(Is there a better way?)

(Joseph Pulitzer)

(Public Opinion)(Walter Lippmann)

1.?2.?3.?4.?

1. ??? Well-prepared!

a. ex:????????

b. ! ex: ex:vs.

c.d.

2. a. b.NPO

3.

a. 1989(Exxon)(Valaez)(Lawrence Rawl)Rawl

b. Rawl

c. RawlCBSCEO

d.

no action / no comment

e. Rawl

4.(Tim Wallace)Exxon

a.(Develop a clear, straightward position)b.(Involve top management)c.(Activate third-party support)

d.(Establish an on-site presence)(Union carbide)(Bhopal)e.(Centralize communications)f.(Cooperate with the media)

g.(Dont ignore employees)h.(Keep the crisis in perspective)

i.(Begin positioning the organization for the time when the crisis is over)j.(Continuously monitor and evaluate the process)

1. spokesperson

2.2009 (GBG Partners)4R/4P2.

2.()

a.X4R a1.(Responsive) a2.(Responsible) a3.(Result)(Reason)

b.Y4P b1.(Priority)(Public) b2.(Precise)(Private)

c.(filtering effect) Priority / Public Responsive / Responsible Results / Reasons Precise / Private

3.(Joseph T. Nolan)C

a. Confidence:

b. Converse:

c. Confirm:

d. Cease:

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