Question

You are the CEO of a major corporation whose databases were recently hacked, and sensitive customer information was stolen. The media has persistently asked you for some kind of statement regarding the situation and what the corporation is doing to protect its customers and prevent this from happening again. Would you, as the CEO, speak out about the crisis, or would you choose a frontline spokesperson to represent the corporation? Explain your choice. Address the following questions (even if you choose yourself as CEO to make the statements): ◾Please begin your essay assignment with an introduction for the reader about the crisis and how best to handle the situation. ◾ Formulate your crisis message using the Crisis and Emergency Risk Communication (CERC) model. ◾ What are the essential elements of an effective spokesperson in a crisis? ◾ What criteria are considered in selecting that particular person? ◾ Why do you think it would be important to have a well-trained spokesperson speak for the corporation during a crisis such as this one? ◾ Why might the media wish to speak with frontline employees during a crisis? ◾ How would you, as CEO, correct erroneous information given out by the spokesperson? Research sources to support your ideas. Your essay should be a minimum of two-pages in APA format

Answer 1

As a CEO it would be my responsibility to ensure such an information theft is never possible in future. I would hire the top-most professionals to make my system completely secure from hackers. Secondly, it is my duty to convey the steps that we as the organization have taken to ensure customer information is safe with us. Hence, I would inform my customers and all related individuals through social media platforms informing them the fact and the measures we have taken to ensure this is not repeated. This would help regain the trust of our customers which is vital for our business to thrive and grow. Also, it is of top-most importance to unify the entire organization together. This is most important during a time of crises.

I would ask my IT Head to be the spokesperson for this case. This decision arises from the fact that he will be the most apt person to handle the technical and software related queries and convey the measures taken appropriately. Also, the IT Head is a senior official, well-experienced and has good managerial skills to handle the stress/pressure created by the media. In such cases, usually the media tries to interact with the frontline employees who are the face of the organization in order to achieve maximum possible information (including confidential details). Also, they are sure to get unfiltered and un-polished details which could make sensational headlines for their agency and downgrade the reputation of the firm. I would firstly, inform all my employees to not give into any pressure from the media and not answer them. The IT Head would act as the single point of contact - spokesperson for the entire organization. Also, I would request all employees to ensure their integrity and loyalty towards the company. This is of utmost importance during such crises.