Crisis Communications Management (CCM301)
Vietnamese title: Quản trị truyền thông khủng hoảng
Credits: 3
Prerequisites: CCO201 or MKT304 or IMC301c or IMC301

Description:
This course covers crisis communication theory, crisis management approaches, classic cases and the influence of culture on crisis communication. This course will introduce the definitions of crisis and how they come about, the importance of the Enterprise Risk Management framework in crisis prevention and preparation, and how we can recognise and address crises in case they happen. This course focuses on the role of communications throughout the crisis management process, as well as how to utilise media relations and social media to prevent and/or respond to crises.
Apart from learning academic theories, students will have opportunities to apply their acquired knowledge & skills in analysing a real-world case study, as well as developing a industry-facing crisis communication plan for an organisation ("client") and self-organising an accompanied simulated media conference to address a crisis of that organisation. Throughout that, students will be equipped with practical experience and skills to be ready for their future career path in the communications field.
Finally, students can also use AI to assist their practices and assignemnts.

Learning outcomes:
Identify organisational, industrial and environmental challenges and disasters
Demonstrate an understanding of the concepts, theories and practice of issues management and crisis communication.
Utilize AI to analyse and develop strategies for organisational issues using the theories, models and methods of issues management and crisis communication
Gain the capacity to critique organisational and industrial responses to issues and crises in terms of attitude and ethics
Develop a critical attitude towards crisis communications management
Identify and apply ethical standards of practice when dealing with issues management and crisis communication
Skills in analysis and problem solving; AI Literacy and Responsible Communication; Proficient in presentation and teamwork skills; positive contributing attitude in the class and groupworks

Student tasks:
- Attend at least 80% of contact hours in order to be accepted to the final examination
- Actively participate in class activities
- Fulfill tasks given by instructor after class
- Use their own laptop in class only for learning purpose
- Read the textbook in advance
- Access the course websites (https://flm.fpt.edu.vn) for up-to-date information and material of the course.

Tools:

Materials:
description: Khủng hoảng không bắt đầu từ truyền thông
author: Lê Quốc Vinh
publisher: RIO Book; Nhà xuất bản Dân Trí
published_date: 2024
edition: 1st
description: Ongoing Crisis Communication: Planning, Managing, and Responding
author: W. Timothy Coombs
publisher: SAGE
published_date: 2019
edition: 5th
isbn: ISBN-10: 1544331959, ISBN-13: 978-1544331959
description: Ongoing Crisis Communication: Planning, Managing, and Responding
author: W. Timothy Coombs
published_date: 2019
isbn: 9781071816646
note: Chọn 1 trong 3 Giáo trình. Ưu tiên mua mã ISBN: 9781071816646
description: Ongoing Crisis Communication: Planning, Managing, and Responding (International Edition)
author: Timothy Coombs,
publisher: SAGE
published_date: 2019
isbn: 9781544328690
description: Quản trị khủng bố trực tuyến và xử lý khủng hoảng truyền thông hiệu quả
author: Phan Minh Cường
publisher: NXB Tổng Hợp TPHCM
published_date: 2018

Assessments:
category: Case Study Essay
type: on-going
weight: 15.0
duration: Follow lecturer's
question_type: CLO2, CLO4, CLO5, CLO7
no_question: Evaluative
knowledge_and_skill: 1
grading_guide: Test the acquainted knowledge which student obtained in the delivered chapters (Chapter 1, 6, 7, 8)
note: Individual Assessment (At home)
Type: Essay
Weight: 15%
Length: 1,500-2,000 words
Task Description:
Choose from the list of crisis case studies provided by the lecturer before and analyse one organisational crisis.
Your essay will include an overview of the crisis, a description of the organisation, a crisis timeline, actions and responses taken, a media analysis, stakeholder impacts, lessons learned, recommendations, and use appropriate matrix/models.
The essay should address the criteria as outlined in the assessment task and rubric mentioned during the class.
Students should use a mix of scholarly references, media coverage and organisational materials, as well as applying AI-tools to collect information and analyze the chosen crisis.
category: Class Participation and Preparation
type: on-going
weight: 10.0
question_type: CLO7
note: Based on student's performance
category: Crisis Group Project
type: on-going
weight: 25.0
duration: Follow lecturer's
question_type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7
no_question: The whole class is divided into groups. Each group is assigned to make one crisis communication plan
knowledge_and_skill: 1
grading_guide: Test the acquainted knowledge and skills which student obtained in the delivered chapters (Chapter 1-8, with an emphasis on Chapter 2-5)
note: Group Assessment
Type: Crisis Communication Plan (At Home) + Presentation (In the class)
Weight: 25%
Task Description:
Students working within a small group setting of 4-6 students to select one organisation in Vietnam, which must be accepted by the lecturer, then propose a crisis communication plan for that organisation. The plan must showcase all knowledge the students have gained in the class, and be delivered as a final report to their chosen organisation.
AI Application: Students have to demonstrate their capability of applying AI tool (ChatGPT, Claude.ai, etc...) in preparing templates in the crisis communication plan, which include (but aren't limited to) prewritten news release(s) and media alert.

Presentation: For the 15-minute presentation, each group have to showcase all of your key points mentioned in your report in front of your classmates.

Notes:
The detailed structure of a crisis communication plan could be found in the textbook (Chapter 5)
Further details of the crisis communication plan will be provided in class. The detailed marking criteria for this assessment will be provided to you by your lecturer.
category: Simulated Media Conference
type: on-going
weight: 20.0
duration: Follow lecturer's
question_type: CLO2, CLO3, CLO6, CLO7
no_question: The whole class is divided into groups. Each group is assigned to create one simulated media conference.
knowledge_and_skill: 1
grading_guide: Test the acquainted knowledge and skills which student obtained in the delivered chapters (Chapter 4-7)
note: Group Assessment
Type: Simulated Media Conference (In the class)
Weight: 20%

Based on your crisis communication plan, each group will prepare for a media conference based on the scenario which will respond to a simulated crisis of your chosen organisation. Your media statement should be no more than 15 minutes in total and will be followed by a 15-minute Q&A from the “journalist” members of the class.
Before the media conference, your group have to prepare:
1. a media alert
2. a media kit, including the press release (to be delivered at the conference)
3. a one-page summary of key message
AI Application: Students have to demonstrate their capability of applying AI tool (ChatGPT, Claude.ai, etc...) in preparing the above-mentioned documents.

Notes:
Further details of the media conference will be provided in class. The detailed marking criteria for this assessment will be provided to you by your lecturer.
category: Final Exam
type: Final exam
weight: 30.0
duration: 60'
question_type: CLO1, CLO2, CLO3, CLO4, CLO6
no_question: Multiple choice questions
knowledge_and_skill: 50
grading_guide: The questions will cover the lectures, class discussions, activities, exercises, and textbook.
note: Closed-book exam

Schedule:
session: Course overview & introduction; overview of course assessment.
learning_outcomes: I
T
materials: CCM301_phần 1
session: Chapter 1: A Need for More Crisis Management Knowledge
learning_outcomes: I
T
materials: CCM301_Phần 2
session: Chapter 1: A Need for More Crisis Management Knowledge
learning_outcomes: T
U
session: Chapter 1: A Need for More Crisis Management Knowledge
learning_outcomes: I
T
session: Chapter 1: A Need for More Crisis Management Knowledge
learning_outcomes: T
U
session: Chapter 1: A Need for More Crisis Management Knowledge
Class discussion about Case Study Essay
learning_outcomes: T
U
session: Chapter 2: Risk as the Foundation for Crisis Management and Crisis Communication
learning_outcomes: I
T
session: Chapter 2: Risk as the Foundation for Crisis Management and Crisis Communication
learning_outcomes: T
U
session: Chapter 2: Risk as the Foundation for Crisis Management and Crisis Communication
learning_outcomes: I
T
session: Chapter 2: Risk as the Foundation for Crisis Management and Crisis Communication
learning_outcomes: T
U
session: Chapter 2: Risk as the Foundation for Crisis Management and Crisis Communication
learning_outcomes: I
T
session: Chapter 2: Risk as the Foundation for Crisis Management and Crisis Communication
learning_outcomes: T
U
session: Chapter 3: The Crisis Mitigation Process: Building Crisis Resistant Organizations
learning_outcomes: I
T
session: Chapter 3: The Crisis Mitigation Process: Building Crisis Resistant Organizations
learning_outcomes: T
U
session: Chapter 3: The Crisis Mitigation Process: Building Crisis Resistant Organizations
learning_outcomes: T
U
session: Chapter 3: The Crisis Mitigation Process: Building Crisis Resistant Organizations
learning_outcomes: I
T
session: Chapter 3: The Crisis Mitigation Process: Building Crisis Resistant Organizations
learning_outcomes: T
U
session: Chapter 3: The Crisis Mitigation Process: Building Crisis Resistant Organizations
learning_outcomes: T
U
session: Chapter 4: Crisis Preparing: Part I
learning_outcomes: I
T
session: Chapter 4: Crisis Preparing: Part I
learning_outcomes: T
U
session: Chapter 4: Crisis Preparing: Part I
learning_outcomes: T
U
session: Chapter 4: Crisis Preparing: Part I
learning_outcomes: I
T
session: Chapter 4: Crisis Preparing: Part I
learning_outcomes: T
U
session: Chapter 4: Crisis Preparing: Part I
learning_outcomes: T
U
session: Chapter 5: Crisis Preparing: Part II
learning_outcomes: I
T
session: Chapter 5: Crisis Preparing: Part II
learning_outcomes: T
U
session: Chapter 5: Crisis Preparing: Part II
learning_outcomes: T
U
session: Chapter 5: Crisis Preparing: Part II
learning_outcomes: I
T
session: Chapter 5: Crisis Preparing: Part II
learning_outcomes: T
U
session: Chapter 5: Crisis Preparing: Part II
Class discussion about Group Assessments
learning_outcomes: T
U
session: Chapter 6: Recognizing Crises
learning_outcomes: I
T
session: Chapter 6: Recognizing Crises
learning_outcomes: T
U
session: Chapter 6: Recognizing Crises
learning_outcomes: T
U
session: Chapter 7: Crisis Responding
learning_outcomes: I
T
session: Chapter 7: Crisis Responding
learning_outcomes: T
U
session: Chapter 7: Crisis Responding
learning_outcomes: T
U
session: Chapter 7: Crisis Responding
learning_outcomes: I
T
session: Chapter 7: Crisis Responding
learning_outcomes: T
U
session: Chapter 7: Crisis Responding
learning_outcomes: T
U
session: Guest Speaker (online/offline). In special situations, the seminar/group discussion can be replaced with the consent of the subject leader.
learning_outcomes: I
T
U
session: Guest Speaker (online/offline). In special situations, the seminar/group discussion can be replaced with the consent of the subject leader.
learning_outcomes: I
T
U
session: Guest Speaker (online/offline). In special situations, the seminar/group discussion can be replaced with the consent of the subject leader.
learning_outcomes: I
T
U
session: Chapter 8: Postcrisis Concerns
learning_outcomes: I
T
session: Chapter 8: Postcrisis Concerns
learning_outcomes: T
U
session: Chapter 8: Postcrisis Concerns
learning_outcomes: T
U
session: Crisis Group Project - Presentation
learning_outcomes: U
session: Crisis Group Project - Presentation
learning_outcomes: U
session: Crisis Group Project - Presentation
learning_outcomes: U
session: Crisis Group Project - Presentation
learning_outcomes: U
session: Crisis Group Project - Presentation
learning_outcomes: U
session: Crisis Group Project - Presentation
learning_outcomes: U
session: Simulated Media Conference
learning_outcomes: U
session: Simulated Media Conference
learning_outcomes: U
session: Simulated Media Conference
learning_outcomes: U
session: Simulated Media Conference
learning_outcomes: U
session: Simulated Media Conference
learning_outcomes: U
session: Simulated Media Conference
learning_outcomes: U
session: Revision
learning_outcomes: T
U
session: Revision
learning_outcomes: T
U
session: Revision
learning_outcomes: T
U