QUESTIONNAIRE

Dept of Engineering Systems Management
University of Lagos, Akoka, Yaba, Lagos State

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 (Name of your Organisation).
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 by (input the date you require)
Thank you in advance for taking out time to respond to the questionnaire. I apologize for any
inconveniences caused you.
(Name of Student)
(Contact Phone number of Student)
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.
XYZ’s management has put in place a Crisis Management ☐ ☐ ☐ ☐ ☐
Preparation 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
Taking Initiative 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 of a The Crisis management representative for XYZ presents a ☐ ☐ ☐ ☐ ☐
sympathetic public public persona which comes across as calm, likeable,
persona sympathetic and authoritative
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 In the event of media crisis, XYZ assesses crucial ☐ ☐ ☐ ☐ ☐

initiative and information, gathers it and makes it available clearly both
setting internally and externally. This information contains the steps
Own Agenda 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 Media an XYZ would be able to use the media to advocate its cause ☐ ☐ ☐ ☐ ☐
Ally Not an Enemy and contain the impact of media crisis.
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 ☐ ☐ ☐ ☐ ☐
Creating effective to cope with additional phone calls from the public to avoid
channels of media enquiries from falling onto the stony ground of voice
communication messaging and mobile voicemails
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 their
Knowing Target needs and expectations of the organization.
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 has the ability to maintain composure 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
XYZ’s Crisis management team members are adequately ☐ ☐ ☐ ☐ ☐
Fronting Up Own equipped on the basis of education/training to carry out their
Defence 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 Objective XYZ has its historical performance records domiciled with ☐ ☐ ☐ ☐ ☐
and Authoritative regulatory agencies, trade bodies that may show evidence of
Allies its historical performance.
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 performances.
Refusing to
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.

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Dept of Engineering Systems Management

University of Lagos, Akoka, Yaba, Lagos State

(a) Male (b) Female

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

(a) Engineer (b) Accountant Architect (c) Medical doctor

(d) Civil/Structural Engineer (e) Services Engineer

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

(e) B.Eng (f) M.Sc (g) M.Phil (i) PHD

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

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

(a) Private ownership (b) Public organization (c) Mixed ownership

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

S/N Parameter Rating

Seizing the In the event of media crisis, XYZ assesses crucial ☐ ☐ ☐ ☐ ☐

XYZ would be able to use the media to position the image ☐ ☐ ☐ ☐ ☐

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