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2013/2014  BA-HA_HU2G  Crisis Communication and Social Media - A Simulation Game Learning Experience

English Title
Crisis Communication and Social Media - A Simulation Game Learning Experience

Course information
Language English
Exam ECTS 7.5 ECTS
Type Elective
Level Bachelor
Duration Summer
Course period Please check www.cbs.dk/summer for the course schedule.
Time Table Please see course schedule at e-Campus
Study board
Study Board for BSc in Economics and Business Administration
Course coordinator
  • Course instructor - Betty Tsakarestou, Panteion Univeristy
    Patricia Plackett - Department of Operations Management (OM)
Main academic disciplines
  • Business Ethics, value based management and CSR
  • Communication
  • Management
  • Corporate and Business Strategy
Last updated on 10-06-2013
Learning objectives
At the end of the course the student should be able to:
  • Recognize the importance of crisis communication and management in a crisis-driven world
  • Have a broad understanding of theories, concepts and frameworks to analyse and adopt a critical and reflective approach on global issues, stakes and challenges that trigger or 'incubate' survival and reputational crisis for business, states, diverse types of organizations and communities
  • Learn how to recognize a crisis and resolve a crisis
  • Learn a solid and internationally valid methodology of crisis management and communication and to implement it in a simulation game, both offline and on social media (emphasis on mobile web)
  • Become familiar with practice on how to communicate with the media before, during and after a crisis and how to engage with social media in an open and 'out of control' interconnected world
  • Learn how to analyse and evaluate the pre-crisis and post-crisis environment and prepare for the next crisis
  • Discuss how to set crisis preparedness and communication in the context of new entrepreneurial and business culture that is driven by the values of social, market and technological innovation, sustainability, transparency and engagement as well as value creation while addressing and solving market and societal problems
  • Organize a public debate, sharing their 'communication crisis' learning outcomes, dilemmas and experiences, engaging offline and via social networks (emphasis on mobile web) diverse communities and stakeholders (business, academic, public/ local authorities, media and technology people, citizens, etc.
Course prerequisites
Students with a communication, management and business strategy (VBM and CSR) background will be more easily 'tuned in' to this crisis communication course.
Social Media / social networks familiarity and engagement will be also required.
Prerequisites for registering for the exam
Compulsory assignments (assessed approved/not approved)
Mandatory Mid-term Assignment: Breaking news session! Media Training on Camera and Social Media Engagement training.
How are you preparing and how do you 'manage' corporate/organizational reputation on the eve of 'bad' breaking news affecting your company or institution? You are a. The CEO, b. the spokesperson for your company and you have the challenge to make your first statements on camera for international media after an incident that might evolve into a major crisis. On social media the news goes viral and the situation seems out of control.We follow some 'guidelines' and we reflect on them at the end of the session. Smartphones, tablets and laptops are required in this session.

Crisis Simulation Game one week exercise offline and online (social networks) - requires writing and uploading content on blog(s) and main social media platforms. This is part of an on-going process during the course and a prerequisite to take the final exam (but not part of the final exam)

We have at this point of the course, active accounts on Facebook, Twitter, LinkedIn, Quora and Tumblr. We take every opportunity during our course to produce interesting content and share our work with peers, diverse communities, publics and friends.
Examination
Written Home Assignment:
Examination form Home assignment - written product
Individual or group exam Individual
Size of written product Max. 10 pages
Assignment type Written assignment
Duration Written product to be submitted on specified date and time.
Grading scale 7-step scale
Examiner(s) One internal examiner
Exam period Summer Term
Make-up exam/re-exam
Same examination form as the ordinary exam
Course content and structure
We are living in a crisis-driven world. Governments, international organizations and institutions, corporate leaders, social sector organizations, cities, communities and states, even families and individuals, are experiencing the turmoil and the turbulences of a life 'out of control'. Environmental, financial, food or humanistic crises, accidents and corporate governance failures, frauds and political crisis are signalling the new 'normality'. We need to find our way 'out of crisis'  while, at the same time, we are required to envision a future that also takes into consideration our need to 'break the rules' (so as to provoke crisis), either as 'creative disruptors' or as 'free riders' violating the social bonds of 'trust'. The most common approach to crisis communication and crisis management is to be perceived as a 'special situation' where reputational and financial issues are mostly at risk. The Crisis Communication and Crisis Management field has been developed as a discipline to keep open a critical discussion in the field and as a prolific consultancy business on the premise that 'crisis' can be 'contained' and 'controlled' as long as we implement sound methodologies and expertise.
 
In this experiential course, we take different theoretical, managerial as well as social media- empowered disruptive routes to explore what a crisis is and how we as citizens and professionals and organizational or community leaders can prepare our way out of a crisis and into a more sustainable and liveable future.
 
We discuss and take a hands-on approach on crisis communication. A simulation crisis communication game will give us the opportunity to develop new abilities and mindsets to deal with how to resolve a crisis situation, following a sound and internationally acclaimed methodology. We will set the stage to act upon an almost “real scenario” and in real time, offline and in social media.
We aim to co-create a rich learning experience that we will share within the CBS community and the wider society through an open event, media and social networks.
 
Course themes:
  1. Talking about crisis. Myth, realities, challenges. Crisis as the new “normality”
  2. Crisis Case studies-mixing theory and practice learning outcomes. Cases studies from diverse sectors: Environment, business, food sector, government, media/social media-driven crisis, fraud/corruption, financial crisis, humanitarian disasters, etc. 
  3. Preparing for a crisis. Issues Management and Situation Analysis
  4. Types of Crisis and Crisis evolution - Case studies
  5. Media Communication and Media Training for the students
  6. Social Media communities/entities and mobile youth engagement. No ‘safe roadmaps” in a crisis-prone global context - Social Media engagement in action. A world of opportunities filled with “traps” and pitfalls”
  7. Crisis Management and Crisis Communication Methodology
  8. Organizing for a Crisis Simulation. Assess Protocols. Students are informed about the crisis scenario, form teams, take up their roles and prepare for the crisis simulation game
  9. Crisis Simulation is alive. It is evolving during one week. Students should be “always on” to follow up and act upon new information, identify and prioritize actions required, resolve conflicts of interest and try to retain control
  10. Evaluation and critical refection after the Crisis Simulation Game is over: Establish what has happened, assess the impact. Reflections on alternative mindsets and course of actions
  11. Overview and prepare an open event to share Crisis Simulation experiences and ignite a public and social media discussion on the “Crisis - Getting out of Crisis as Winners” theme.

The course’s development of personal competences:

  1. Analytical skills
  2. Collaborative and creative skills
  3. Preparedness and response capabilities in crisis and emergency situations
  4. Sharing, engaging and dialogue practice in social networks
  5. Effectiveness in media- social media communication/ engagement and value creation
  6. Resilience and self-confidence
  7. Co-Creation and collaborative/ sharing culture and skills
  8. Leading by values
  9. Being a “peer” and “community curator” vs. being a “communication manager”
  10. Communication and media skills
  11. Decision-making skills
  12. Writing skills for media, social media, report writing
  13. Negotiating values and priorities: responsibility in everyday life and decision-making
  14. Mobile web sharing/engagement activeness
Teaching methods
A Simulation-based and experiential learning seminar
• Case study discussions on ecological, social, business, food, humanistic, media, political and financial crisis
• Lectures and formal team presentations
• Project work on crisis communication in social networks: building engagement, dialogue and value(s) based communication out of crisis via Twitter, Facebook, tumblr blog posts, LinkedIn, quora (initiating Q&As) slideshare presentations, mobile apps, serious games, Flickr/instagram, digital exhibitions, podcasts and vodcasts
• Media training on camera
• Crisis Communication Simulation Exercise based on a scenario, which will evolve over one week, will provide the opportunity to participating students to play roles, in both offline and online social networks, as state, business, communication and other relevant stakeholders.
• Web 2.0 tools, mobile apps
• Serious Games
• Students as educational curators: they take a leading role in researching, curating content and set their learning challenges

Preliminary Assignment: Instructors provide readings to be read before the start of classes in order to 'jump-start' the learning process. Warm up: Bring your own account of a real Crisis Case study and challenge us all! Emergent or evolving crisis at local or international level are rampant.
Here is your first challenge – an introduction to a real crisis situation – The case of the Boston Marathon Bombings Crisis on April 15, 2013.
Description: During the Boston Marathon on April 15, 2013 two bombs exploded near the finish line.
Task: Prepare 5-7 slides on the evolution of the events and media response / reaction to the Boston Marathon Bombings Crisis on a local (Boston/US) and an international level.
Prepare your presentation and get ready to present it in the first class of the course in 5 minutes.
Expected literature

Anthonissen, P. (ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page. (200 pages)
 
Umer, R., Sellnow, T., and Seeger, M. 2010. Effective Crisis Communication: Moving from Crisis to Opportunity. Sage Publications (260 pages).
 
White, C. 2011, Social Media, Crisis Communication and Emergency Management: Leveraging Web 2.0 Technologies. CRC Press (330 pages) - Exercises included.
 
Smith, D. and Elliott, D. 2006. Crisis Management. Systems and Structures for Prevention and Recovery. Routledge.
 
Last updated on 10-06-2013