WEC PROJECT

The crises centering is the processes to spread over the threats which be slanderous or net be harmful for the presidential term since it would pitch a greater impact on the composition of the administration and cause pecuniary loss. Crises instruction is the response of the organization to deal the crises before their occurrence, during their occurrence and after the crises has been occurred. The crisis management involves all the stakeholders and form _or_ system of government makers to make the policies to avoid the crisis.When addressing a crisis it is important to structure the writ ten-spot communication such that it creately tells wherefore we ar making the crises management report. Define all the aspects of the crises management. Tell the customer ab bulge the importance of the crisis management, that how all-important(a) they are to be managed for growth and making a good re doation perspective. Be prepared to bag the post crisis Describe all the precaution s and the crisis avoidance, settlements and repairing which have been d adept.Tell the customer about the procedures about crisis either these procedures fulfilling the needs of the organization or it is just enough and non satisfying the organizations needs regarding crisis. Tell the reader that how the procedures and precautions taken give the sackister be more secure and productive for the organization, how the amelioratements can be made to the procedures applied. How tuition has been gathered and includes the reports of performances on it. Explain the crises occurred during the business period.Provide the effects of the crisis to the business and how organizations overcome to these crises. Inform clients about the future threats which whitethorn weakened the organization. 5 CRISIS MANAGEMENT- IMPORTANCE OF WRITTEN COMMUNICATION There are various(a) forms of written communication that are apply naturally for cuisines operations include memos, reports, bulletins, job de scriptions, employee manuals, e- transport, and Instant Messages. Examples of written communications generally used with clients or other businesses include e- mail, Internet websites, letters, proposals, telegrams, faxes, postcards.An effective written communication follows 7 Cos principle which are- Clear, Concise, Concrete, Correct, Coherent, Complete, and complaisant A crisis is something which poses genuine threat to the re entrustation or even survival of the organization. This could be e trulything from a particle of staff or trustee who has behaved inappropriately, to the closure of some of your organizations services. It might be that one of your service users is disquieted with how your organization has behaved -? and told their story to the local root on.Very often, it is when a bad news story about an organization becomes unrestricted that it constitutes a real crisis. In crisis management, the threat is the probable damage a crisis can impact on an organization and a firm. A crisis can create three inter related threats like it may harm the safety of public, can cause financial loss and more importantly it would damage the reputation of he organization. Crisis management is a process designed to prevent or slighten the damage a crisis can inflict on an organization and its stakeholders. Crisis management can be viewed in three phases 1.Pre-crisis It is relate with the prevention and preparation. 2. Crisis response This is the phase when management mutually respond to a crisis 3. Post-crisis In this phase management looks for ways to better postponement the crisis and prepare for the next crisis. Importance Of written communication is that with properly unified written message, there is less scope for misinterpretation than with any other kind of immunization. A champion corporate statement on an issue that deals with public relations can be circulated among fraternity employees, the press and the general public.It allows the follow to be repre directed by a iodine statement and creates a feel of continuity. It is effective public relations practice to make sure a conjunction sends a single and consistent message. 6 CRISIS MANAGEMENT (Techniques & Examples) Crisis management is a systemic cuddle that ingests the whole organization in efforts to avert crises that may affect the firm and to effectively manage those that do occur. The objective of organizational crisis management is to make timely decisions based on best facts and clear thinking when operating under rattling(prenominal) conditions.As fast a crisis is detected it is much easy to manage it. When the first signals of a likely crisis are detected, summoning even insignificant assets will empower the organization to manage the situation swiftly. CRISIS MANAGEMENT- notice concern points 1. copulation the truth in a balanced way. We live in this present reality where reality can be uncovered rapidly. Being discovered lying about your firms wrong ac tivities can demolish our firm. The triumph for revealing firms wrongdoing is colossal. 2. Tell it energeticly with all possible mediums By and large, associations have less than a day to tell their truth version.After that, the media and other outside stakeholders will have taken advantage of aide-de-camp and tertiary experts who will have their perspectives on what has happened. Utilize all the accessible correspondence channels including the Internet, Intranet, companionable networking letters and mass notice frameworks articles, dis parentage prints. 3. Answer the SSW of the crisis accurately Firms should have looked more than ten times before making any PR moments about what happened? Where did it happen? When did it happen? Who was involved? why did it happen? 4. Crisis management should be an on press release process.Crisis management should be an ongoing process that requires careful and everlasting modification by senior executives. 5. Remember your employees as they a re internal stakeholders. Organizations do not deferment for its employees to know about crisis in the firm from external sources. They are the stakeholders and firm should make arrangements to inform them about crisis in the firm. 6. Designate one spokesperson and extend support to him with experts. 7 The most not bad(p)forward approach to convey a reliable message amid a crisis is to have one senior sullenicial as representative.All senior administrators ought to experience crisis correspondence preparing. At the point when a crisis hits, the representative ought to be encompassed by specialists who can elaborate on answers to technical questions. 7. Extend support to carriers of bad news. Welcome and help those reporting potential issues. At the point when a crisis is approaching, your most significant asset is the person who advises you about the debilitating background rapidly. 8. Have positive relationships room starting.You can enhance the likelihood for this, in any case , on the off chance that you take the time to manufacture positive associations with workers and outer stakeholders well ahead of time of any emergency circumstance. Doing so permits you to have a clearer feeling of which people you may depend on. 9. During and after crises, have patience with other and with firm itself Attempting to think plainly under exceptional conditions takes a toll on the cerebrum, the heart and the body. It is essential to go to every one of the three amid and after a crisis. Communication spot in Crisis ManagementOf the above key concerns its quite noticeable that communication covers the major chunk. Be its informing the internal employees or the external stakeholders use of communication plays significant role. The communication can occur in various means with major classification as 1) Written communication-Letter, email, copy on company intranet(internal) or website(external) 2) literal communication-Face to face, team meeting, media conferences, tele phone call and TV/radio interviews Crisis handling through written communication pros and cons It takes less time to skim through written articles.It can be sharp and to the point. It can be attested and reproduced time and again. However they are open to misinterpretation because Of limited information and specific writing styles. recognise EXAMPLES (Written Communication) a) TOYOTA- product Recall Three separate but related recalls of automobiles by Toyota Motor Corporation occurred at the end of 2009 and start of 2010. The issue was mechanical sticking of the accelerator pedal causing unintended acceleration, referred to as Sticking Accelerator Pedal by Toyota. Toyota also issued a separate recall for hybrid anti-lock pasture brake software in February 2010.In this section few points in the recall letter will be discussed that failed to crawl in their true intention because of the ill composition. Key elements Of First Letter (For exact text of the letter enjoy refer to Appe ndix- Part- a) We noticed that Toyota stayed away from apologizing for an accelerator that seems to have a mind of its own. Instead, theyre sorry that they caused problem by implementing the recall. Toyota is the largest car maker in the world. Customers dont care about the closing down the production.We dont think firm is going to discover clients feeling regretful that firm needed to hapally end the sequential assembly line. Key elements of First Letter (For exact text of the letter please refer to Appendix- Part- a) We feel that saying straight forward the line Here are the realities for our clients is much stronger than the normal default Here are the certainties. I doesnt seem as though It has a plan of conciliatory sentiment. In this letter their primary snap has shifted to the 99 percent with cars still humming along. They are not concerned about those 1 % who were daunted by the sticking paddle problem. ) FLIPPANT- Big Billion Day Situation On 6th October, 2014, pastr y dough introduced its One Billion Sale. frivolous had offered massive discounts On products across varied (70+) categories. frivolous had put in months of effort to ensure enhanced capacity of products available to customers on time. Problem -Flippant failed to estimate the request for its products for the eventful day, as the items went out of stock within a few minutes after the sale began at 8 am. To avoid the criticism of late delivery, the company decided to keep the orders pending.It further scratch most orders and assured customers that it would refund the money within 1 0 days. Customers also claimed that the prices were marked up before the discounts, and were available on competing sites at a lower price. Within 10 hours, though Flippant managed to get more than a billion clicks, it attracted criticism from angry customers on social networking sites accusing Flippant for cheating customers on prices and product availability, keeping money of the people without paying interest for 1 0 days, canceling the order without customer request etc.Flatcars response As the tide swayed against it, Flippant sent a mail to its entire customer base the next day, apologizing for the flaws that occurred on he eventful day. Having discussed exactly what went wrong that day, Flatcars fair apology the very next day sought to mitigate the idea that it was cheating its customers by freehand false promises on price discounts. They discussed the four major problems that occurred the previous day prices, out of stock products, cancellations and website issues. They highlighted that they would improve their systems to ensure customer trust is not broken again.It assured customers that they are valued by the company and they were sorry to have broken customer faith in them. Thus, Flippant apologized for the inconvenience caused to customers and discussed its future course of bodily function to prevent this from repeating. Key elements of letter (For the exact content s of the letter refer to Appendix Part-b) The letter followed the principle offs and SW. The letter intended to restore the credibility of the organization amongst its customers. It had an apologetic tone, gave the customers accurate and succinct information about whatever had gone wrong and explained the reasons for the same.The company accepted full responsibility for the entire trouncing and did not attempt to shift he blame by any means. It was also emphasized in very polite yet effective tone that they hold the interests if the customers is paramount for them and reassured that such an incident will not repeat in the future a) SOUTHWEST AIRLINES (For the tweets refer Appendix Part- c) The Southwests Flight had a faulty and dangerous landing and it is perfectly demonstrated by southwest airlines as in how to handle the crisis situation through quick, clear and transparent communication on social media.It eventually helped the organization to gain the trust of the customers and overcome the crisis successfully. As seen that the fans supported the response from southwest and had appreciation for Southwests open communication and quick response. The incident showed that the organization had a proper backup plan and the staff was trained properly to handle such situations thereby successfully improving the goodwill of organization. They utilized the presence on social media with clear roles and response, scripts for those who need to respond immediately to a crisis. ) RED CROSS (For the exact tweets refer to Appendix part- d) well-disposed media was once again the cause of a PR crisis when a personal tweet as sent on the company official Twitter account in 201 1 . This started turning into a mishap for the organization working for humanitarian cause and when the situation went out of control the Red Cross responded bright with transparency, humor and good grace. Now, deleting a tweet isnt always the best idea since a) if you have a giant audience who not ices these things, it can look shady when you delete things , secondly anything deleted can surface to haunt the organization later.But, Red Cross did the right thing by acknowledging that the tweet went out, they elated it, and explaining with humor that it was all a mistake. It never glum into a major crisis. We found that Red Cross went beyond that response and turned a potentially harmful tweet into an opportunity for engagement. They took to their corporate blob to explain the situation, show their humanity, and engage with fans and followers. The employee who made the mistake accepted the same with humility and humor. This shows that organizations should be careful when using social media as channel of communication.But it was seen that when a crisis arises it is always best to be honest with your mans and followers. Social media folks are very forgiving, as long as an organization does not use dishonest ways to hide their mistake. C) J PENNY Sometimes what happens in the soc ial media can be as dangerous as the company itself causing a blunder. Thus is the case with the J Penny Teapot that looked like Hitler. Reedit is a social bookmaking site, and one of its users posted a picture comparing J Pennys new teapot with Doll Hitler. The Telegraph was quick to plume up this trending topic, and posted in on Twitter.At first it seemed that a trivial matter like this would not pose any robbers. J Penny decided to take remedial measures to prevent this seemingly painless tweet from snowballing into a full blown controversy. Key elements of the tweet (For the tweet refer to Appendix Part- e) The state was quite unique and was humorous and the reason was that they thought that a serious tone would project them as being defensive. By doing this the event was turned into an excellent marketing exercise with the teapot being sold out within days. This is a classic example where a crisis was turned into an opportunity to market its product.We found that the company was expensive to the influence of social media and thereby by acting quickly and with wit a macroscopical crisis was avoided. 11 CONCLUSION In times of crisis, written communication plays an important role in mitigating a crisis. A formal communication to stakeholders assures them that the company is sincerely addressing the problem. It provides the customers an accurate description of the crisis facing the company, and the organizations plan of action to mitigate it. Our key findings from this project were 0 In a world of information technology, media pressures and controversies may put the company into severe downturn.