Dept of Engineering Systems Management

University of Lagos, Akoka

Akoka, Yaba,
Lagos State
12 November, 2019

_______________________________
_______________________________
_______________________________

Dear Sir/Madam,
REQUEST FOR FILLING OF QUESTIONNAIRE (COMMUNICATION / MEDIA IN CRISIS
MANAGEMENT)
I am a Post Graduate Student of above-named Institution. I hereby request you to voluntarily help
complete the attached Questionnaire. The Questionnaire was developed to help us investigate how Crisis
is been Managed by Forte Oil Plc.
The questionnaire is therefore expected to be completed with precise relevant Information as much as
possible. You are hereby assured of the confidentiality of information supplied as data from this research
is strictly for academic purposes and will be reported only in aggregate.
The questionnaire shall be returned either as a soft copy by mail to (Input your email) or hard copy to be
collected by me on or before 17 December 2019.
Thank you in advance for taking out time to respond to the questionnaire. I apologize for any
inconveniences caused you.

Valentine O. Sule
08129461362
SECTION A: RESPONDENT’S BIO DATA
Please tick (√) the appropriate response\
1. Respondents Gender

(a) Male (b) Female

2. Respondents age category

(a) 21 – 30 (b) 31 – 40 (c) 41 – 50 (d) 51 – 60 (e) above 60

3. What is your profession?

(a) Engineer (b) Accountant / Architect (c) Medical doctor (d) Civil/Structural Engineer
(e) Services Engineer (f) Others (Please specify) __________________________
4 Highest academic Qualification

(a) OND (b) HND (c) B.Sc (d) B.Tech

(e) B.Eng (f) M.Sc (g) M.Phil (i) PHD (f) Other specify
5. Work Experience (in years)

(a) 0 – 5 (b) 6 – 10 (c) 11 – 15 (d) 16 – 20 (e) Above 20

6. Specific no of years in your current department

(a) 0 – 5 (b) 6 – 10 (c)11 – 15 (d) 16 – 20 (e) Above 20

7. Which of these options best describes your organization in terms of ownership?

(a) Private ownership (b) Public organization (c) Mixed ownership (d) Multinational
8. Number of years your organization has been in operation

(a) 0 – 5 (b) 6 – 10 (c) 11 – 15 (d) 16 – 20 (e) Above 20

SECTION B: QUESTIONNAIRE
Please use any of the following codes as response to each questionnaire item as deemed appropriate:
SA meaning “I Strongly Agree”
A meaning “I Agree”
U meaning “I am Undecided”
D meaning “I Disagree”
SD meaning “I Strongly Disagree”
 S/N Parameter Rating
SA A U D SD
XYZ has identified potential areas of conflict associated ☐ ☐ ☐ ☐ ☐
with its operation, defined crisis management plans
which it maintains as a crisis management procedure
manual.

Preparation XYZ’s management has put in place a Crisis ☐ ☐ ☐ ☐ ☐

Management Response Team. Specific roles and
responsibilities have been defined and assigned to team
members.
All of XYZ’z staff have been trained on the Crises ☐ ☐ ☐ ☐ ☐
Management Procedures and are aware of how to contact
crisis management team members and Journalists?
If suddenly thrown into the media spotlight due to the ☐ ☐ ☐ ☐ ☐
occurrence of an incidence, XYZ Sets for herself the
objective of turning disaster into opportunity
 When an incidence occurs, the first priority will be to ☐ ☐ ☐ ☐ ☐
draft short ‘holding statements’ which outline, briefly
and factually, XYZ’s side of the story, these statements
forms the basis of communication with the public
The nature of communication during crisis should be ☐ ☐ ☐ ☐ ☐
honest and factually true, as well as open, candid and as
accessible as can be reasonably expected
Development The Crisis management representative for XYZ presents ☐ ☐ ☐ ☐ ☐
of a a public persona which comes across as calm, likeable,
sympathetic sympathetic and authoritative
public persona When questioned by journalists about a crisis story, XYZ ☐ ☐ ☐ ☐ ☐
company does not put up a defensive outlook
When ‘victims’ were made as a result of organisation’s ☐ ☐ ☐ ☐ ☐
actions, XYZ appears sympathetic to their plight without
volunteering or accepting liability or blame.
In the event of a media crisis, XYZ seizes the initiative ☐ ☐ ☐ ☐ ☐
by rapidly establishing itself as a reliable and credible
source of information by managing the information
going out of the organization through authorized and
non-authorized channels
Seizing the
initiative and In the event of media crisis, XYZ assesses crucial ☐ ☐ ☐ ☐ ☐
setting information, gathers it and makes it available clearly both
Own Agenda internally and externally. This information contains the
steps it is taking to remedy the situation.
XYZ Arms itself with the facts and figures of the ☐ ☐ ☐ ☐ ☐
occurrence that will help it advocate its cause effectively
as well as try to ‘set the agenda’ for the way media
coverage develops around the story.
XYZ has developed partnership/collaborative ☐ ☐ ☐ ☐ ☐
relationship with media companies
Make the XYZ would be able to use the media to advocate its ☐ ☐ ☐ ☐ ☐
Media an Ally cause and contain the impact of media crisis.
Not an Enemy
XYZ would be able to use the media to position the ☐ ☐ ☐ ☐ ☐
image and brand of the company after a crisis (should it
happen)
If/when media crisis occurs, XYZ quickly establishes a ☐ ☐ ☐ ☐ ☐
control centre manned by XYZ crisis management team
and PR experts from which a defense can be mounted
against the onslaught of the media
 In times of media onslaught, XYZ sets up telephone ☐ ☐ ☐ ☐ ☐
hotlines to cope with additional phone calls from the
Creating public to avoid media enquiries from falling onto the
effective stony ground of voice messaging and mobile voicemails
channels of
communication XYZ utilizes its website as a key weapon in the ☐ ☐ ☐ ☐ ☐
communication armoury by utilizing it as a medium for
delivering key real-time messages (news and
Information) to the public and the media alike.
XYZ has determined all their target audiences (trustees, ☐ ☐ ☐ ☐ ☐
donors, Volunteers, supporters & customers) as well as
Knowing their needs and expectations of the organization.
Target
Audiences XYZ communicates effectively with the key audiences ☐ ☐ ☐ ☐ ☐
(trustees, donors, Volunteers, supporters & customers)
whom the future of the organization depends on in the
event of a crises
XYZ guards against being distracted from reaching the ☐ ☐ ☐ ☐ ☐
Target Audiences during Crisis Management.
XYZ’s Management has established a Crisis ☐ ☐ ☐ ☐ ☐
management team, defined roles and assigned
responsibilities to member that rises to the occasion of
defending the company before the public in the event of
a crises
Fronting Up XYZ’s Crisis management team members are adequately ☐ ☐ ☐ ☐ ☐
Own Defence equipped on the basis of education/training to carry out
their assigned tasks to enable XYZ act and appear bold
and corporative before the public
XYZ draws the media into being more sympathetic to ☐ ☐ ☐ ☐ ☐
their cause by acting big, bold and cooperative with the
media and not antagonizing them
XYZ’s management knows the importance of external ☐ ☐ ☐ ☐ ☐
allies (trade bodies, professional bodies, government
regulators). XYZ has established and maintains
relationship with this organizations

Finding XYZ has its historical performance records domiciled ☐ ☐ ☐ ☐ ☐

Objective and with regulatory agencies, trade bodies that may show
Authoritative evidence of its historical performance.
Allies
XYZ can request for/ obtain a publication of its historical ☐ ☐ ☐ ☐ ☐
performances and associated records from (trade bodies,
 professional bodies, government regulators) in defense of
the organization
XYZ leverages the performance of other companies in ☐ ☐ ☐ ☐ ☐
the media spotlight in the past to improve their
performance in the media spotlight. The crisis
management team maintains historical records of these
Refusing to performances.
Reinvent the
wheel XYZ has made efforts of improving the way the ☐ ☐ ☐ ☐ ☐
company is perceived/judged by the public by
collaborating with the media to ensure only positive
news is transmitted through the TV and print media. (if
media crisis occurs)
XYZ leverages the wealth of experience of PR ☐ ☐ ☐ ☐ ☐
consultants and other staff who have acted in the similar
projects in the media spotlight to turn a situation that
looks like a disaster into an opportunity for the
organization.