2014/2015  KAN-CKOMV1030U  Crisis communication – a simulation in the real world and Cyberspace

English Title

Crisis communication – a simulation in the real world and Cyberspace

Course information
Language	English
Course ECTS	7.5 ECTS
Type	Elective
Level	Full Degree Master
Duration	One Semester
Course period	Autumn
Timetable	Course schedule will be posted at calendar.cbs.dk
Max. participants	25
Study board	Study Board for BSc/MSc in Business Administration and Organizational Communication, MSc
Course coordinator
Betty Tsakarestou - MSC Karl-Heinz Pogner - MSC
Course administrator: Maja Dueholm, md.ikl@cbs.dk
Main academic disciplines
Communication Management Organization Corporate and Business Strategy
Last updated on 09-04-2014

Learning objectives

Analyze and explain the importance of crisis communication and management in a crisis-driven world. Recognize the importance of crisis communication and management in a crisis-driven world. Apply and develop theories, concepts and frameworks to analyze and adopt a critical and reflective approach on global issues, stakes and challenges that trigger or “incubate” survival and reputational crisis for businesses, states, diverse types of organizations and communities. Undertake scenario planning (issues matrix, crisis scenario planning, worst case scenarios) as part of Crisis Preparedness and Crisis Evaluation. Implement and evaluate a solid and valid methodology of crisis management and crisis communication planning and to implement it in a real-world context, organized as simulation game, both offline and on social and mobile media and platforms. Understand and develop based on personal experience and practice 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. Collaborate effectively with corporate and other critical stakeholders in the context of a real-world Crisis Preparedness and Crisis Communication simulation game offline and in social and mobile media. Reflect critically on the shared “communication crisis” outcomes, dilemmas and experiences, and connect/bridge theory with experiential learning about crisis preparedness.

Course prerequisites

A solid knowledge about (organizational) communicaton theory and practice.

Prerequisites for registering for the exam

Number of mandatory activities: 2 Compulsory assignments (assessed approved/not approved) Midt term assignment of live social media engagement and crisis training Requirements about active class participation (assessed approved/not approved) Assessment of active participation in simulations and scenarios.

Examination

Crisis Communication and Social media: Exam ECTS 7,5 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) Internal examiner and second internal examiner Exam period December/January 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”, 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 on how we may prevent major societal and institutional or economic failures and as a prolific consultancy business on the premise that a “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 capabilities and mindsets to deal with how to prevent and 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.   Tentative course structure Intensive Workshop weekend (introduction) a)Talking about crisis. Myth, realities, challenges. Crisis as the new “normality”. b)We will launch our course social media accounts and web presence. We will discuss our social media engagement and dissemination during our Crisis Communication and simulation game learning experience and crowd-source some new ideas.  We co-create the learning experience.   Smith, D. and Elliott, D. 2006. Crisis Management. Systems and Structures for Prevention and Recovery. London: Routledge. Coombs, W. Timothy & Sherry J. Holladay (eds.): The Handbook of Crisis Communication. Chichester: Wiley-Blackwell. Sellnow, Timothy & Matthew W Seeger (2013): Theorizing crisis communication (Foundations of communication theory.  Chichester: Wiley Blackwell c) Crisis Case Studies – mixing theory and practice learning outcomes. Case studies from diverse sectors: Environment, business, food sector, government, media/social media-driven crisis, fraud/corruption, financial crisis, humanitarian disasters, etc.   Anthonissen, P. (Ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page. Umer, R., Sellnow, T., and Seeger, M. 2010. Effective Crisis Communication: Moving from Crisis to Opportunity. Sage Publications Sellnow, Timothy & Matthew W Seeger (2013): Theorizing crisis communication (Foundations of communication theory.  Chichester: Wiley Blackwell Coombs, W. Timothy & Sherry J. Holladay (eds.): The Handbook of Crisis Communication. Chichester: Wiley-Blackwell. Anthonissen, P. (Ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page. d) social media Capozzi; Louis (2013): Crisis Management in the Age of Social Media (Public Relations Collection) [ Paperback or e-book (Kindle / Nook)] Business Expert Press Virtual class 1 and grpoup work: Preparing for a crisis. Issues Management and Situation Analysis Anthonissen, P. (Ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page.   Smith, D. and Elliott, D. 2006. Crisis Management. Systems and Structures for Prevention and Recovery.  Routledge. Sellnow, Timothy & Matthew W Seeger (2013): Theorizing crisis communication (Foundations of communication theory.  Chichester: Wiley Blackwell [Paperback or e-book]:   Virtual class 2 and group work: Types of Crisis and Crisis evolution - Your Case studies As a follow up to Preliminary Assignment, the students take the floor and present their own selected and researched crisis case studies. Consult the “Preliminary Assignment section for more details. All cases will be uploaded on the course blog and shared via social media.   Virtual class 3 and group work: Media Communication and Media Training for the students Live Media Crisis Communication Training and simulation (12) Breaking news session!  Live Media Training on Camera training for students   Anthonissen, P. (Ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page. Sellnow, Timothy & Matthew W Seeger (2013): Theorizing crisis communication (Foundations of communication theory.  Chichester: Wiley Blackwell Virtual class 4 and group work: Social Media Engagement and Crisis Communication in action. Live Social Media Engagement and Crisis Training We have at this point of the course, active accounts on Facebook, Twitter, LinkedIn, Foursquare, Quora and Tumblr blog platform.  We will also explore crisis management mobile apps and crisis mapping platforms as well as serious games as crisis management training platforms.   White, C. 2011, Social Media, Crisis Communication and Emergency Management: Leveraging Web 2.0 Technologies. CRC Press. Capozzi; Louis (2013): Crisis Management in the Age of Social Media (Public Relations Collection) [ Paperback or e-bbok (Kindle / Nook)] Business Expert Press Virtual class 5 and group work: Crisis Management and Crisis Communication Methodology Anthonissen, P. (Ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page. Umer, R., Sellnow, T., and Seeger, M. 2010. Effective Crisis Communication: Moving from Crisis to Opportunity. Sage Publications   Virrtual class 6: Crisis Simulation Game Anthonissen, P. (Ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page.   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. White, C. 2011: Social Media, Crisis Communication and Emergency Management: Leveraging Web 2.0 Technologies. CRC Press.   Crisis Simulation Game: It is evolving during one week offline and online on social networks. 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. Itrequires writing and uploading content on blog(s) and main social media platforms.   Virtual class 7: Comprehensive review class: Evaluation and critical refection after the Crisis Simulation Game is over. Overview and prepare for an open virtual event to share Crisis Simulation Game / Scenario experiences and ignite a public and social media discussion. Establish what has happened, assess the impact. Reflections on alternative mindsets and course of actions. The evaluation will be organized as a Co-Creation Workshop on shared learning experiences and experiential outcomes. This co-creation workshop will also help you into reflecting and preparing your individually written final home assignment.   Smith, D. and Elliott, D. 2006. Crisis Management. Systems and Structures for Prevention and Recovery.  Routledge   Umer, R., Sellnow, T., and Seeger, M. 2010. Effective Crisis Communication: Moving from Crisis to Opportunity. Sage Publications Capozzi; Louis (2013): Crisis Management in the Age of Social Media (Public Relations Collection):Business Expert Press Sellnow, Timothy & Matthew W Seeger (2013): Theorizing crisis communication (Foundations of communication theory.  Chichester: Wiley Blackwell.

Teaching methods

Lectures, exercises, virtual classes, virtual group work with studentts from CBS (Copenhagen) and PUSPS (Athens), experienced-based learning, simulation games and scenarios (developed together with Danish and Greek corporate partners from business and communication industry).

Student workload

Introductory intensive work shop-weekend 20 hours Preparation for workshop 5 hours virtual classes 14 hours Preparation for virtual classes 42 hours group work 28 hours Simulation game and training 1 (incl. prep.) 12 hours Simulation week 60 hours Exam 40 hours

Further Information

The course consists of an intensive f2f workshop weekend in the beginning, weekly e-learning and (international) group work in social media communication, and two major e-crisis-simulations (scenarios developed with corporate partners). The students will work in mixed groups with students from different universities (Copenhagen Business Schooland Panteion University of Social and Political Sciences Athens). Workshop 12, 13 and 14 of September 2014

Expected literature

Compulsary text books: Capozzi; Louis (2013): Crisis Management in the Age of Social Media (Public Relations Collection) [ Paperback or e-book ] Business Expert Press Sellnow, Timothy & Matthew W Seeger (2013): Theorizing crisis communication (Foundations of communication theory). Chichester: Wiley Blackwell [Paperback or e-book]. A Reader with excerpts from: Anthonissen, Peter Frans (ed.): (2008) Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival: London: Kogan Page.   Coombs, W. Timothy & Sherry J. Holladay (eds.): The Handbook of Crisis Communication. Chichester: Wiley-Blackwell. Umer, R., Sellnow, T., and Seeger, M. 2010. Effective Crisis Communication: Moving from Crisis to Opportunity.  Thousand Oaks, CA: Sage Publications. Smith, D. and Elliott, D. 2006. Crisis Management. Systems and Structures for Prevention and Recovery. London & New York: Routledge. White, C. 2011, Social Media, Crisis Communication and Emergency Management: Leveraging Web 2.0 Technologies. London: Taylor and Francis:  CRC Press.