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Ethical Considerations in Communication & Crisis

How do ethical considerations impact an organization's communications process during a crisis? How does the choice of spokesperson impact the organization's credibility? Give an example of an ineffective handling of a crisis situation versus an effectively handled situation.

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Please see response below. I also attached an analysis of the Tylenol Crisis and Exxon, and how they are excellent example of how to effectively and ineffectively, respectively, manage crisis.

RESPONSE:

1. How do ethical considerations impact an organization's communications process during a crisis?

The mission and values of the organization are intended to direct all business dealings, including the communication process during a crisis (e.g., respectful, open, honest, not lacking integrity, to name a few). As well, if one your company values were to place the customer first, then this would direct the communication process during a crisis if the customer were involved. All communication efforts would place customer safety over profit.

In the following example, drawn from the attached analysis of the Tylenol Case, Johnson and Johnson used ethics or moral appeals to the public according to this write-up.

EXAMPLE: TYLENOL PRODUCT TAMPERING

Crisis Response Strategies used by Johnson & Johnson: Johnson & Johnson employed Forgiveness and Sympathy strategy for this crisis. Forgiveness strategy seeks to win forgiveness from the various publics and create acceptance for the crisis.

Johnson & Johnson used Remediation and Rectification, both Forgiveness strategies, in the Tylenol crisis. Remediation offers some form of compensation to help victims of the crisis. Johnson & Johnson provided the victim's families counseling and financial assistance even though they were not responsible for the product tampering. Negative feelings by the public against Johnson & Johnson were lessoned as the media showed them take positive actions to help the victim's families (Berg, 1990).

Rectification involves taking action ...

Solution Summary

This solution explains how ethical considerations impact an organization's communications process during a crisis. It also discusses how the choice of spokesperson impacts the organization's credibility. Finally, it provides two examples e.g. an ineffective handling of a crisis situation versus an effectively handled situation.

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