Question 1

Describe Benoit's image restoration theory.How can the theory be applied by PR professionals? Provide examples of corporate actions or messages for each category in the theory.

Accepted Answer

Benoit's theory focuses on how companies...

Question 2

Differentiating between a problem and a crisis is a challenge in both issues management and crisis communications.

Accepted Answer

A) True 
 B)False

Question 3

Company X is experiencing a major crisis,and its PR team is measuring the number of tweets per second about the situation.Which digital factor is being measured?

Accepted Answer

A)  variety
B)  volume
C)  velocity
D)  veracityE) B) and C)
F) None of the above

Question 4

In relation to issues management and crisis communications,what is a positive aspect of social media?

Accepted Answer

A)  A company can control the information that is circulated on social media.
B)  When monitored actively,social media offers an early warning of a crisis.
C)  With only a few major social media sites,a company can streamline messaging.
D)  Designated company gatekeepers can verify social media posts and block trolls.E) A) and B)
F) None of the above

Question 5

Describe each stage of Coombs' three-stage model of crisis communications.What is the focus of each stage? Which stage do you think is most important? Why?

Accepted Answer

The three stages of crisis communication...

Question 6

Which term is used by Benoit to describe a company that admits guilt and apologizes for a problem?

Accepted Answer

A)  compensation
B)  mortification
C)  differentiation
D)  minimizationE) B) and D)
F) A) and C)

Question 7

Issues management is reactive,while crisis communication is proactive.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following enabled Taco Bell to avoid a PR disaster?

Accepted Answer

A)  being transparent and aggressive
B)  settling the customer lawsuit quickly
C)  developing a newer,better product
D)  making changes to a poor productE) A) and B)
F) B) and C)

Question 9

Which of the following would likely have prevented the Samsung Note 7 issue?

Accepted Answer

A)  addressing the needs of key stakeholders
B)  releasing a newer model more quickly
C)  improving quality control during manufacturing
D)  engaging in CSR activities on a regular basisE) A) and B)
F) C) and D)

Question 10

In a brief essay,contrast the handling of the Wells Fargo cross-selling issue and the Hertz corporate relocation issue.Your response should address the stages of the issue life cycle.

Accepted Answer

Hertz addressed the issues management pr...

Question 11

Summarize the Taco Bell "seasoned beef" crisis.How did the company use both issues management and crisis communication to avoid a PR disaster?

Accepted Answer

Taco Bell was sued over the contents of ...

Question 12

A passenger on North Airways was forcibly removed from an airplane by police officers.Soon afterwards,videos of the incident appeared on Facebook and YouTube,images appeared on Instagram,and hashtags showed up on Twitter.Given this information,the North Airways incident possesses which digital factor?

Accepted Answer

A)  variety
B)  volume
C)  velocity
D)  veracityE) C) and D)
F) B) and D)

Question 13

In Benoit's theory,which of the following occurs in the denial category?

Accepted Answer

A)  asserting that the event was accidental
B)  claiming the accuser lacks credibility
C)  shifting the blame to another party
D)  acting unknowledgeable about the eventE) B) and C)
F) None of the above

Question 14

Which of the following describes issues management?

Accepted Answer

A)  preparing for problems in advance
B)  analyzing historical trends
C)  monitoring customer needs and wants
D)  reacting to unexpected situationsE) C) and D)
F) All of the above

Question 15

According to a 2015 Pew Research study,which statement about social media usage is true?

Accepted Answer

A)  Urban dwellers use social media more than rural residents.
B)  Women use social media significantly more than men.
C)  Whites use social media significantly more than Hispanics.
D)  High and low income earners use social media equally.E) B) and C)
F) A) and B)

Question 16

Which of the following involves monitoring and responding to situations as they are identified,before they erupt?

Accepted Answer

A)  measuring outcomes
B)  being proactive
C)  deflecting issues
D)  being reactiveE) B) and C)
F) None of the above

Question 17

In relation to an organization's issues management and crisis communication activities,what are the positive and negative aspects of social media? Illustrate your response with an example of an organization that has been either helped or harmed by social media during a crisis.

Accepted Answer

From an issues management and crisis com...

Question 18

Based on information in the text,what did both Samsung and Wells Fargo do during the crisis recovery stage?

Accepted Answer

A)  added social media gatekeepers to their PR teams
B)  improved their customer service response times
C)  expanded their social responsibility efforts
D)  developed better replacement productsE) A) and D)
F) None of the above

Question 19

According to Benoit's theory,which of the following is a strategy used to evade responsibility?

Accepted Answer

A)  denying any connection to a crisis
B)  claiming that intentions were good
C)  asserting that the crisis is a minor one
D)  making restitution to any victimsE) B) and C)
F) A) and C)

Question 20

The Wells Fargo cross-selling issue stemmed from which of the following?

Accepted Answer

A)  poor customer service
B)  reliance on earned media
C)  inability to access capital
D)  ineffective management oversightE) B) and D)
F) A) and C)

Exam 12: Issues Management and Crisis Communication

Which of the following would likely have prevented the Samsung Note 7 issue?

Correct Answer
verified

Differentiating between a problem and a crisis is a challenge in both issues management and crisis communications.

Correct Answer
verified

Describe Benoit's image restoration theory.How can the theory be applied by PR professionals? Provide examples of corporate actions or messages for each category in the theory.

Correct Answer
verified
Benoit's theory focuses on how companies...
View Answer

In relation to an organization's issues management and crisis communication activities,what are the positive and negative aspects of social media? Illustrate your response with an example of an organization that has been either helped or harmed by social media during a crisis.

Correct Answer
verified
From an issues management and crisis com...
View Answer

In a brief essay,contrast the handling of the Wells Fargo cross-selling issue and the Hertz corporate relocation issue.Your response should address the stages of the issue life cycle.

Correct Answer
verified
Hertz addressed the issues management pr...
View Answer

Which of the following involves monitoring and responding to situations as they are identified,before they erupt?

Correct Answer
verified

In Benoit's theory,which of the following occurs in the denial category?

Correct Answer
verified

Which of the following enabled Taco Bell to avoid a PR disaster?

Correct Answer
verified

Which of the following describes issues management?

Correct Answer
verified

Issues management is reactive,while crisis communication is proactive.

Correct Answer
verified

Based on information in the text,what did both Samsung and Wells Fargo do during the crisis recovery stage?

Correct Answer
verified

Correct Answer
verified

Company X is experiencing a major crisis,and its PR team is measuring the number of tweets per second about the situation.Which digital factor is being measured?

Correct Answer
verified

Describe each stage of Coombs' three-stage model of crisis communications.What is the focus of each stage? Which stage do you think is most important? Why?

Correct Answer
verified
The three stages of crisis communication...
View Answer

Which term is used by Benoit to describe a company that admits guilt and apologizes for a problem?

Correct Answer
verified

Summarize the Taco Bell "seasoned beef" crisis.How did the company use both issues management and crisis communication to avoid a PR disaster?

Correct Answer
verified
Taco Bell was sued over the contents of ...
View Answer

According to Benoit's theory,which of the following is a strategy used to evade responsibility?

Correct Answer
verified

The Wells Fargo cross-selling issue stemmed from which of the following?

Correct Answer
verified

In relation to issues management and crisis communications,what is a positive aspect of social media?

Correct Answer
verified

According to a 2015 Pew Research study,which statement about social media usage is true?

Correct Answer
verified

Exam 12: Issues Management and Crisis Communication

Which of the following would likely have prevented the Samsung Note 7 issue?

Correct AnswerverifiedShow Answer

Differentiating between a problem and a crisis is a challenge in both issues management and crisis communications.

Correct AnswerverifiedShow Answer

Describe Benoit's image restoration theory.How can the theory be applied by PR professionals? Provide examples of corporate actions or messages for each category in the theory.

Correct AnswerverifiedBenoit's theory focuses on how companies...View AnswerShow Answer

In relation to an organization's issues management and crisis communication activities,what are the positive and negative aspects of social media? Illustrate your response with an example of an organization that has been either helped or harmed by social media during a crisis.

Correct AnswerverifiedFrom an issues management and crisis com...View AnswerShow Answer

In a brief essay,contrast the handling of the Wells Fargo cross-selling issue and the Hertz corporate relocation issue.Your response should address the stages of the issue life cycle.

Correct AnswerverifiedHertz addressed the issues management pr...View AnswerShow Answer

Which of the following involves monitoring and responding to situations as they are identified,before they erupt?

Correct AnswerverifiedShow Answer

In Benoit's theory,which of the following occurs in the denial category?

Correct AnswerverifiedShow Answer

Which of the following enabled Taco Bell to avoid a PR disaster?

Correct AnswerverifiedShow Answer

Which of the following describes issues management?

Correct AnswerverifiedShow Answer

Issues management is reactive,while crisis communication is proactive.

Correct AnswerverifiedShow Answer

Based on information in the text,what did both Samsung and Wells Fargo do during the crisis recovery stage?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Company X is experiencing a major crisis,and its PR team is measuring the number of tweets per second about the situation.Which digital factor is being measured?

Correct AnswerverifiedShow Answer

Describe each stage of Coombs' three-stage model of crisis communications.What is the focus of each stage? Which stage do you think is most important? Why?

Correct AnswerverifiedThe three stages of crisis communication...View AnswerShow Answer

Which term is used by Benoit to describe a company that admits guilt and apologizes for a problem?

Correct AnswerverifiedShow Answer

Summarize the Taco Bell "seasoned beef" crisis.How did the company use both issues management and crisis communication to avoid a PR disaster?

Correct AnswerverifiedTaco Bell was sued over the contents of ...View AnswerShow Answer

According to Benoit's theory,which of the following is a strategy used to evade responsibility?

Correct AnswerverifiedShow Answer

The Wells Fargo cross-selling issue stemmed from which of the following?

Correct AnswerverifiedShow Answer

In relation to issues management and crisis communications,what is a positive aspect of social media?

Correct AnswerverifiedShow Answer

According to a 2015 Pew Research study,which statement about social media usage is true?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
verified
Benoit's theory focuses on how companies...
View Answer

Correct Answer
verified
From an issues management and crisis com...
View Answer

Correct Answer
verified
Hertz addressed the issues management pr...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
verified
The three stages of crisis communication...
View Answer

Correct Answer
verified

Correct Answer
verified
Taco Bell was sued over the contents of ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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