Crisis Communication at Nuance Analysis and Recommendations to Restore Image of Nuance Essay

WHY: This assignment gives you the opportunity to apply course concepts to the analysis of a crisis situation at The Nuance Group, a global consulting firm. Assume Nuance does NOT have a crisis communication plan in place. By analyzing the situation Nuance faces and making recommendations for an effective response to restore its image, you will demonstrate an understanding of the major themes and concepts in organizational communication by synthesizing what you have learned during the course.

WHAT: Based on case 10.1 in the Zaremba textbook, analyze the crisis at Nuance and recommend the image restoration approaches you believe will be most effective in this scenario. Your analysis and recommendations should consist of the following:

Part 1: Analysis: Why is this such a severe crisis for Nuance? What does the crisis tell us about Nuance’s organizational culture and standards of ethical communication?

Part 2: Recommendations for communication action steps to restore the image of Nuance:

In order (first, second, third), target audiences and what messages will you deliver?
Why will you deliver them in that order?
How you will deliver them?
You must apply what you’ve learned about culture, ethical communication, crisis communication, networks, media selection and meetings as you construct your analysis of the events that occurred at Nuance and develop recommendations for responding to the crisis.

You must include a minimum of three direct references from course readings (i.e. Zaremba textbook, assigned articles) used in your analysis, although you will likely use more. You must use the APA style of citation. However, you do not need to list references at the end of the essay.

Follow the rhetorical arrangement provided below (Available posted in Blackboard under the Syllabus and Resource page).


Nuance’s problem ________________________________________________________ caused by ______________________________________, ___________________________________, and _____________________________________ can be solved if ____________________________ does ____________________________________, _______________________________, and _________________________________________. (Feel free to list more causes and recommendations).

HOW: Gather your evidence in order to support your thesis.

Read the case three times.
First reading: Identify key facts, issues, themes, and characters.
Second reading: Highlight text that discusses: Why is this such a severe crisis for Nuance?
Third reading: Highlight text that discusses: What does the crisis tell us about Nuance’s organizational culture and standards of ethical communication??
Write a thesis statement.
Write a rough draft and support your thesis with references to the case and course readings.
Make sure your rough draft and final draft uses the rhetorical arrangement written below.
Here is a link to information about citation: Academic Integrity. Please also answer the questions at this link: Academic Integrity Questionnaire.
Be realistic about what can be communicated within the first 48 hours. Assume Nuance does not have a crisis communication plan in place.



I. Executive Summary

One to two paragraphs in length
Summarize the critical events from the case that will be covered in the analysis
Briefly identify the major problems facing the main player
Summarize the recommended plan of action and include a brief justification of the recommended plan
II. Identification of Key Stakeholders

Identify the key players in the case
Include stakeholders who are impacted because of the critical events
For each key player, identify events in the case that the stakeholder finds troublesome and would consider a problem; in doing so, quote the case
III. Statement of the Problem

State the problems facing the main player
Identify and link the symptoms and root causes of the problems
Differentiate short term from long term problems
Conclude with the decision facing the main player
IV. Causes of the Problem

Provide a detailed analysis of the problems identified in the Statement of the Problem
In the analysis, apply theories and models from the text and/or readings
Support conclusions and /or assumptions with specific references to the case and/or the readings
V. Suggestions

Identify criteria against which you evaluate alternative solutions (i.e. time for implementation, tangible costs, acceptability to management)
Include two or three possible alternative solutions
Evaluate the pros and cons of each alternative against the criteria listed
Suggest additional pros/cons if appropriate
Using models and theories, identify why you chose these suggestions – how it would work and why
VI. Recommended Solution, Implementation and Justification

Identify who, what, when, and how in your recommended plan of action
Solution and implementation should address the problems and causes identified in the previous section
The recommended plan should include a contingency plan(s) to back up the ‘ideal’ course of action
Describe the difficulties you expect to encounter in actually implementing the course of action under consideration, including how implementing the course of action you propose may create new problems.

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