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Abrache, Cassandra. "Crisis Communication Management: -A Case Study of Oxfam’s 2018 Credibility Crisis." Thesis, Örebro universitet, Institutionen för humaniora, utbildnings- och samhällsvetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-75154.
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The growth of social media has set demands on organizations to be online and interact with stakeholders, especially during a crisis. The public are no longer seen as passive receivers of marketing messages. Previous studies have shown that the need for information increases during a crisis. Social media can be a powerful tool if is used strategically. This case study looks deeper into Oxfam’s 2018 Haiti sexual exploitation scandal, as an attempt to understand how organizations communicate on social media during a crisis. By co-applying multimodal critical discourse analysis (MCDA) and the social-mediated crisis communication (SMCC) model, a broader understanding of how the crisis was handled can be developed. The data consists of four Instagram posts that will be analyzed, drawing upon four multimodal frameworks from Machin (2017): Iconography: the ‘hidden meanings’ of images; The meaning of color in visual design; The meaning of typography; and Representation of social actors in images. In order to obtain a broader picture of the strategies, key public and relationships, the components of the SMCC model will be identified and presented for this case. The result of this study shows that multiple response strategies have been used to communicate both tailored messages and unified organizational messages. It is apparent that Oxfam did not have a clear strategy and altered between apologizing, “blaming” individuals within the organization and distancing themselves from the crisis.
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Martin, Damion R. "Culture and crisis communication : the use of intercultural communication in public relations crisis management planning." Scholarly Commons, 2011. https://scholarlycommons.pacific.edu/uop_etds/787.
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This study set out to explore how multinational corporations incorporated the issue of culture into the planning process for crisis management. The research used a case study method with unstructured interviews conducted via email, phone and in person, and focused on the U.S. and Japan. Four of the interview subjects were established public relations professionals with experience in both countries, and one subject is a professor of intercultural communications in Japan. All interviews were transcribed and approved by the interview subjects before being analyzed and catalogued into themes. Those themes were then reviewed compared to the intercultural communications theoretical framework of power distance, high-context vs. low-context communications, and individualism vs. collectivism.
Results revealed three main themes, including differences in PR between Japan and the United States, belief that culture should play a more substantial role in crisis communications, and actual use of culture in crisis communications. Responses showed that, regardless of a collective belief that culture should play a substantial role in crisis r;;- management, intercultural communication components often take over in emergencies.
In conclusion, while all interview subjects saw value in cultural response, the broad scope of what that entails made it an impractical endeavor. Further, responses showed that the planning stage is not the most effective place to integrate culture into crisis communication. Research did suggest, however, that an updated PR model, adapted from the R.A.C.E. method, that incorporates elements of cultural communication consideration between the Action Planning and Communication stages could beneficial.
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Zhao, Jingyang. "Chinese Government, Weibo, Crisis Management." Ohio University / OhioLINK, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1368019728.
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Hlela, Nomfundo. "Exploring best practices for crisis communication." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/15060.
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In the past few decades, corporate crises have received high media attention and revealed the impact that a disaster can have on a company’s reputation. A breadth of scholarly literature has already analysed crisis communications and key elements of an effective response. In this study I examine crisis communications strategies of two companies (British Petroleum and Domino’s Pizza) who responded differently when faced with a crisis. The study will explore the companies’ actions and various media materials including public statements, press releases and social media platforms. This information will be presented alongside corresponding news coverage to reveal how the media translated these actions. Results show that by accepting responsibility and marketing efforts to stop the disaster, a corporation can transform its communication strategy and recover its reputation.
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Choi, Jihee. "Brand Crisis Management in the Restaurant Industry." The Ohio State University, 2017. http://rave.ohiolink.edu/etdc/view?acc_num=osu1502924048683273.
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Thompson, Enid Alane. "Managing Effective Communication After a Crisis." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2698.
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Despite the effects of natural disasters on small business owners, the owners' communication strategies to alleviate loss to their companies' profitability remain problematic. The purpose of this qualitative descriptive multiunit case study was to explore what communication strategies some small business owners developed and implemented for facilitating resuming their business operations after a natural disaster. The targeted population consisted of 2 small business owners located along the Belmar Boardwalk in Belmar, New Jersey. The conceptual framework for this study was Coombs' situational crisis communication theory. The case data collected were from semistructured interviews and company documents. Employing member checking and methodological triangulation increased the assurance of the study's credibility and trustworthiness. The data analysis consisted of separating the data into groupings, identifying major groupings, assessing the information within the major groups, and developing thematic interpretations. The 4 validated themes that emerged were communication, community, disaster recovery, and stakeholders (employees). The findings from this study may contribute to social change by providing communication strategies that small business owners can use to mitigate losses from disasters, and facilitate businesses' and communities' recovery for reducing further losses.
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Mbolekwano, Veliswa A. "Middle management communication in the midst of a crisis." Thesis, Rhodes University, 2017. http://hdl.handle.net/10962/52477.
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Crisis communication by organisational top leadership to external stakeholders has been explored in literature, while internal crisis communication dynamics by middle managers with their employees within the organisation has been under studied. This paper pursues an understanding of crisis communication dynamics between middle management and their subordinates by investigating how the Middle Managers/Team Leaders of Makana Brick Manufacturing Firm (MBMF) communicated with their employees in the midst of the Eskom load shedding crisis in 2014. The investigation is not limited only to how they handled or made sense of the crisis, but also examines the effect and efficiency of their daily communication on both employees (subordinates) and operations in pursuing this end. As a foundation and background, the study broadly explores the literature on Crisis Leadership, Crisis and Crisis Communication, which are critical topics to understanding the communication role of the middle managers who were the primary subject of this research. The research was conducted through semi-structured, face-to-face interviews. Nine Team Leaders were interviewed. The data collected was transcribed verbatim and analysed through open coding. In the literature of crisis management, the concept of crisis communication has been extensively examined as a function of crisis management, primarily with regards to the crisis communication strategy, encompassing the actual verbal and nonverbal responses an organisation uses to address a crisis. The findings are generally congruent with the crisis communication literature, and reinforce the importance of efficient internal communication in building a culture of transparency between management and employees, as espoused in the literature reviewed, which in addition presents an invaluable opportunity for employees across all levels to engage in and be informed of the organisation’s priorities and therefore has the potential to dictate the success or failure of any major change or crisis situation. As such, it can be argued that there is a need for the same analytical rigour that is given to external crisis communication to be given to financial or operational measures (Barrett, 2002). For both external and internal stakeholders, human compassion, concern and empathy; faith in legitimate and appropriate actions taken by the chosen organisation spokesperson; and honesty, candidness and openness in communication (Seeger 2006, p. 242) are universal. The quality and the quantity of communication, essentially, affect the level of trust and involvement of employees (Thomas, Zolin & Hartman, 2009), which is particularly relevant in times of crisis (Mazzei & Ravazzani, 2015 p. 322). Trust must be developed with staff through clear, honest communication and transparent actions. These encompass being fair, open in communication and intentions, showing consistency, fulfilling promises and being honest about what middle managers can and cannot communicate to their employees (Farrel & Schlesinger, 2013, p. 125). In this study, face to face communication proved to be the most preferred communication channel because of its rewarding advantages such as direct feedback, two-way communication, relationship building and project collaboration.
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Lindström, Petter, and Viktor Petersson. "Crisis Management - Influencing factors, implementation and preparedness." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15559.
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Purpose:The purpose of this thesis is to examine how organizations work with crisismanagement in practice, with a focus on lower and middle level managersin the organizations. Background:Crisis within corporations and governmental institutions happens around usmore and more commonly. A survey made by the insurance company IFclaims that Swedish companies are badly prepared within the area of crisismanagement. A more globalized world also increases the effects of crisesfrom all over the world to affect Swedish corporations. We claim thatorganizational structure is a key factor to be able to have a developedcrisis management throughout the whole organization. Method:In order to answer the purpose we have used a qualitative deductiveresearch method. We have conducted semi-structured face to faceinterviews within two different types of Swedish organizations. Therespondents were chosen randomly from a division- or group managementlevel. Conclusion:The empirical study claims that there is a difference when defining a crisis,depending on previous experiences and education. To have the sameeducation and an overall common understanding of crisis management alsoincreases the efficiency when handling a crisis. Organizational structure and hierarchy is vital when it comes to crisismanagement. To have a clear structure and standardized meetings withinthe organization will help vigorous information to be communicated fromtop-bottom as well as from the bottom-top. However it might decreasethe flexibility and entrepreneurial spirit and our findings suggest that thisis an area that needs to involve within further researches.
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Michaels, Olufunke. "Strategic relational communication in crisis : the humanitarian example." Thesis, Massachusetts Institute of Technology, 2013. http://hdl.handle.net/1721.1/80693.
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Thesis (S.M.)--Massachusetts Institute of Technology, Sloan School of Management, 2013.Added subtitle in June 2013 MIT Degrees Awarded booklet reads: A Study of interactions between organizations and host communities in Haiti. Cataloged from PDF version of thesis.
Includes bibliographical references (p. 127-146).
The discourse on Haiti is both vast and varied with public attention soaring when an earthquake hit the island in January 2010. Many questions have since been raised by global stakeholders as to how the situation was handled. The primary purpose of this work is to investigate communication cycles between aid organizations and the Haitian community, and to compare the effects on the execution of projects during and after the crisis. The objective is to gain entry into the psyche of both the helpless and the helper, and to show that sociocultural immersion makes for better trust building which as a direct derivative, smoothes the communication exchange between aid organization teams and the host community. Information was gathered in the narrative style, with story-telling as the major tool for collecting vital cues on thoughts, feelings, and expectations of respondents. This technique is particularly appropriate in Haiti's cultural context where stories are an integral part of social record-keeping. From the narrations, insightful answers are found to the research questions guiding this work: What communication gaps existed? What communication mistakes were made? What can be done to avoid such pitfalls in future situations? Building on these, results are presented within each chapter showing the problem or communication mistake, and how the application of my Strategy-Planning-Immersion-Communication-Execution (SPICE) theory addresses these shortfalls and makes for smoother project executions. In conclusion, this work shows that for aid work to have full effect (physical and psychological) on the receivers, team leadership must be immersed into the culture of the host community. The SPICE theory is therefore advanced as a process guide to integrating immersion as a key ingredient in the strategy-to-execution process.
by Olufunke Michaels.
S.M.
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Mohammed, Zuhura. "Crisis Communication and Management using SocialMedia: a Crisis Response to Ethiopian Airlines ET302 Crash." Thesis, Örebro universitet, Institutionen för humaniora, utbildnings- och samhällsvetenskap, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-85637.
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On the Sunday 10th of March 2019 Nairobi-bound Boeing 737MAX8 Flight ET302 of EthiopianAirlines plunge in to the ground and kills all 157 passengers onboard. Consequently, the accidenttook attention of international media and people around the world. This study therefore aims atinvestigating the communication strategies employed by EAL when managing ET302 planecrash and various issues associated with the crash using the two stages of crisis management. Toachieve the purpose, Nethnography and CDA methods were employed. To analyze thecommunication strategies SCCT was used. Accordingly, it was found out that, EAL highlyapplied “apology”, “shifting blame”, and “corrective action” strategies in its crisiscommunication via Facebook and Twitter pages. Additionally, the fairly immediate responsesgiven to each issue, the media monitoring system and the empathetic approach contributed to thegood crisis management. The study also finds out that more attention was given to the Twitterand updates were faster than the Facebook page. The study concludes that previous good imageof EAL plays a significant role to the impact a crisis would have in addition to its effective crisismanagement via social media. Finally, it’s recommended that EAL should communicate moreefficiently on its Facebook page to uplift its accomplishments and meet its online publics in awide range.
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Horsley, J. Suzanne Boynton Lois A. "Reliability in chaos crisis communication in state emergency management agencies /." Chapel Hill, N.C. : University of North Carolina at Chapel Hill, 2006. http://dc.lib.unc.edu/u?/etd,412.
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Thesis (Ph. D.)--University of North Carolina at Chapel Hill, 2006.Title from electronic title page (viewed Oct. 10, 2007). "... in partial fulfillment of the requirements for the degree of Doctor of Philosophy in the School of Journalism and Mass Communication." Discipline: Journalism and Mass Communication; Department/School: Journalism and Mass Communication, School of.
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Williams, Tomicka Nicole. "Crisis Communication Systems Among K-12 School Principals." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/6704.
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Crisis communication systems (CCS) in educational settings have been challenged by mass casualty events including shootings, natural disasters, and health outbreaks in the United States. The U.S. federal government and the U.S. Department of Education have created safety and security instructions to manage these complex and diverse security issues, yet they do not address the role of school leaders within a CCS. Using complex adaptive systems as the theoretical construct, the purpose of this qualitative case study was to examine CCSs utilized by school leaders within a single public school district in the United States. The research questions are focused on the influence of components in a CCS, CCS influence on safety and security, and the school leader's role. Data were collected through interviews with 20 school principals and assistant principals of the school district. Interview data were inductively coded and subjected to thematic analysis. Findings indicate that approximately 40% of interviewees believe that communication behavior was the most critical component in a CCS. Methods of communication are varied and include a combination of technologies and behaviors. In addition, the majority of participants reported that internal decision making used by human agents in a CCS influences safety and security in an educational environment. The positive social change implications stemming from this study include recommendations to the school district to enhance communication systems with both human and nonhuman methods, which may contribute to creating safer educational settings for students, faculty, and communities.
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Dorward, Rebecca, and Amanda Kling. "Crisis management from an embassy point of view : A qualitative study on internal crisis communication." Thesis, Karlstads universitet, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-66563.
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Stránská, Adriana. "Crisis Management on the social network Facebook." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-192424.
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The aim of the following thesis was to create a set of principles for crisis communication on Facebook. Presence in social media has become a standard part of any promotional mix. However, not every company fully recognizes the advantages and drawbacks of this tool. Once something goes wrong, the reputation of a company can be seriously endangered. The potential harm grows, when dealing with the issue is presented publicly. The thesis provides an analysis of how the emergence of social media changed the classical PR and a theoretical frame for a company's communication in case of negative publicity. In the analytical part two surveys were conducted, one within consumers to analyze their attitude towards making complaints on Facebook and the other one with social media experts by discussing their experience and opinions on this issue. Based on these findings, a set of 10 recommendations for crises on Facebook were formulated.
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Pang, Augustine. "Conflict positioning in crisis communication integrating contingency stance with image repair strategies /." Diss., Columbia, Mo. : University of Missouri-Columbia, 2006. http://hdl.handle.net/10355/5858.
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Thesis (Ph. D.)--University of Missouri-Columbia, 2006.The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file viewed on (March 5, 2007) Vita. Includes bibliographical references.
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Horner, Tomas, and David Palmkvist. "Crisis Management: The Moment of Truth : A Case Study of Kommunal." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-59923.
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In history of organizational management have crisis been an issue that has been trying to be solved for so long. A crisis can have so many faces, which makes it so hard to recognize. Crisis management is something that all deal with at some point. Which makes this area so interesting, because there is always room for improvement. That’s why the purpose of this thesis is to get more understanding on how crises can be described and what type of response they use in terms of the description. The thesis is a qualitative case study that will analyze several crises from the recent events of Kommunal.The results show huge variety of different crises Kommunal face but that they are mostly preventable and self-made. Making excuses and justify what actually happened are the most common responses for that. The results also show that Kommunal intend to choose many different ways to respond when a crisis has emerged instead of having one single strategy.I historien av organisationsutveckling har kris varit en fråga som man har försökt att lösa allt för länge. En kris kan ha så många ansikten, vilket gör det så svårt att känna igen. Krishantering är något som alla behandlar någon gång. Vilket gör detta område så intressant, eftersom det alltid finns utrymme för förbättringar. Det är därför syftet med denna uppsats är att få mer kunskap om hur kriser kan beskrivas och vilken typ av åtgärd som de använder. Avhandlingen är en kvalitativ fallstudie som kommer att analysera flera olika kriser hos Kommunal.Resultaten visar stort utbud av olika kriser Kommunal möter men att de är oftast är möjliga att undvika på grund av att dem är skapade från egna misstag. Ursäkter och olika typer av förklaringar av vad som faktiskt hände är de vanligaste åtgärderna Kommunal använder. Resultaten visar också att Kommunal har för avsikt att välja många andra olika sätt att reagera och agera när en kris har uppstått i stället för att ha en enda strategi.
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Ullström, Camilla. "Det är det här mittenläget som är väldigt knepigt : En komparativ fallstudie om svenska universitets interna kommunikation med medarbetare." Thesis, Umeå universitet, Institutionen för kultur- och medievetenskaper, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-119109.
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”It´s this position in between that´s very tricky.” – A comparative case study of the Swedish University of internal communication with employees The study aims to examine how three Swedish universities in Linköping, Lund and Umeå handle their internal communications with employees. The study intends to specifically examine communications concerning events surrounding the crime, ethics and morality, in gray scale in between crisis and everyday communication. The theoretical framework of the study was based on the organizational communication, crisis communication, the consequences of a lack of internal communication and preparatory actions. The empirical material that this study assumes consists of qualitative interviews with selected employees at the Universities of Linkoping, Lund and Umeå. A total of six interviews. The study shows that all three universities have a crisis organization that is represented by the different functions of the University. They have a similar approach where emergency aid is sewn together, depending on the nature of the crisis. But as social media rampage and information society of rapid change, universities must work proactively and consciously, and at the same time be able to quickly adapt to change. Furthermore, it strengthens the credibility of the organization as they also have obligations to the public. It is still unclear whether there are procedures to write down every single case of a sensitive nature. Whether it is about an anonymous threat or an employee accused of misconduct or sexual harassment needed more concrete to the work as well as possible in the future. The best is of course to try to avoid these situations at all, but if not crisis communication or daily routine functions optimally at these sensitive cases are part of the problem. Hence the need for written procedures for the gray scale in between crisis and everyday communication. That, along with a proactive approach, support groups at local level and clear accountability lines are steps in the right direction. Keynotes: Organizational communication, internal communication, crisis communication, consequences, crisis management
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Suydam, Martin. "Instant learning for crisis response." Fairfax, VA : George Mason University, 2008. http://hdl.handle.net/1920/3217.
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Project (Engin.)--George Mason University, 2008.Vita: p. 94. Project director: Mohan Venigalla. Submitted in partial fulfillment of the requirements for the degree of Engineer Degree. Title from PDF t.p. (viewed Oct. 13, 2008). Includes bibliographical references (p. 93). Also issued in print.
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Ericsson, Marika, and Sara Olofsson. "När kommunikationen krisar : En studie av myndigheters informations- och kommuniktionssamverkan under beredskapsövningar." Thesis, Linnéuniversitetet, Institutionen för samhällsvetenskaper, SV, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-20562.
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Smith, Joshua L. "When it hits the fan a public relations practitioners' guide to crisis communication /." unrestricted, 2007. http://etd.gsu.edu/theses/available/etd-04192007-161900/.
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Thesis (M.A.)--Georgia State University, 2007.Title from file title page. David M. Cheshier, committee chair; Jennifer Jiles, Arla G. Bernstein, committee members. Electronic text (122 p.) : digital, PDF file. Description based on contents viewed Oct. 18, 2007. Includes bibliographical references (p. 113-122).
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Oliveira, Maria de Fatima. "Multicultural Environments and their Challenges to Crisis Communication." Diss., Temple University Libraries, 2010. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/92288.
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Mass Media and CommunicationPh.D.
In a global business environment, cultural understanding is an essential tool for successful communication and relationship building between organizations and audiences. However, the power of cultural values to modify individuals' ways of thinking and communicating is not well understood in terms of crisis communication management. Therefore, this study applied Sue's (1991, 2001) theory of cultural competence to examine the effect of cultural values on crisis communication planning, using three methodological approaches. First, grounded theory analysis was applied to qualitative interviews with 25 communication professionals concerning cultural influences on crisis. Second, a national online survey (N=172) assessed communication practitioners' attitudes toward, and knowledge about, other cultures, and their skills to respond to diverse cultures. Third, media portrayals of corporate crises were examined with semantic network analysis of news articles from the New York Times, USA Today, and the Wall Street Journal between January 1, 2007 and December, 31, 2008, to identify whether cultural aspects were mentioned. These approaches yielded five main findings. First, PR practitioners had difficulties in defining multiculturalism, often equating cultural diversity with communicating with Latinos. Second, interviewees saw cultural differences as just one aspect of diversity, emphasizing that age, religion, and education differences also affect corporate discourse. Third, although professionals considered culture a key element of crisis management, they did not feel prepared to handle the challenges of a multicultural crisis, nor did they report that they used culturally adjusted crisis strategies often. Fourth, regression analyses conducted on the survey data showed that skills to manage multicultural situations and openness to diverse knowledge significantly predict the relevance professionals attributed to culture when designing crisis communication strategies. Fifth, media accounts of crises did not mention cultural elements in the three newspapers investigated. By integrating cultural competence and crisis management frameworks, this study provides the foundation for an in-depth understanding of crises, where scholars can pair crisis strategies with audiences' cultural expectations. Instructors can incorporate this framework to their courses, preparing PR students to new demands of the profession. Finally, training initiatives focused on increasing levels of cultural competence can make organizations ready to the challenges of a global market.
Temple University--Theses
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Harrison, Gordon Alan. "Communication Strategies as a Basis for Crisis Management Including Use of the Internet as a Delivery Platform." Digital Archive @ GSU, 2007. http://digitalarchive.gsu.edu/english_diss/22.
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ABSTRACT Eighty per cent of small companies without a comprehensive crisis plan vanish within two years of suffering a major disaster—a remarkable and ominous statistic. Crises are occurring more often in all organizations, and when they occur, they are leaving a wake of financial, operational, and reputational damage. Why this trend, now? There are five important reasons: 1) a more volatile workplace involving financial, legal, or management issues within the organization; 2) an extreme production mentality often obscuring the conditions under which crises might otherwise be recognized, addressed, or mitigated; 3) enhanced technological platforms for information delivery, such as the Internet, generating a revolving information door thus promoting organizational stress and crisis; 4) fast-paced and invasive journalism practices that eliminate invisibility for decisionmaking or reaction; and, 5) lack of strategic planning for crisis. There is an increasing body of evidence suggesting that crises in an organizational environment, whether created by act-of-God or manmade circumstances, have defined and predictable characteristics often relating to communication problems in the discourse community. It is also evident that solutions exist to reduce the incidence and the intensity of crisis within this discourse community. Approaches include organizational vulnerability assessments, messaging strategies, forensic media tactics, and dedicated efforts to build relationships with important stakeholders. Each of these has as its foundation a vigorous strategic communication plan. Crisis plans are necessary in today’s business environment, and effective communication is an essential element of any crisis plan. This dissertation will focus on communication methodology as a means of crisis avoidance and crisis mitigation.
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Lin, Ying-Hsuan. "Testing the effects of apology and compassion response in product-harm crises in situational crisis communication theory." online access from Digital Dissertation Consortium, 2007. http://libweb.cityu.edu.hk/cgi-bin/er/db/ddcdiss.pl?1451577.
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Drumheller, Kristina D. "Vehicles for entertainment or for legitimacy crisis? : revisting legitimacy and image restoration efforts after film depictions of organizational crisis /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144413.
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Gannon, Patrick J. "The impact of social media on crisis communication." Scholarly Commons, 2011. https://scholarlycommons.pacific.edu/uop_etds/775.
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The purpose of this study was to examine the impact of social media on crisis communication. To evaluate this impact, a case study method was utilized examining the crisis communication response of the Deepwater Horizon Oil Spill on April 20, 2010. This study focused on the response of the responsible party, British Petroleum, and the general public over three social media: Facebook, Twitter, and blogs. Through extensive analysis of both the company's and public response to the Gulf spill, nine implications were identified regarding social media's influence on crisis communication.
These implications highlighted the potential for organizations to build interpersonal relationships with its publics. These relationships were found to be crucial in times of crises. The implications of this study also pointed to interactivity, using a "human voice," trust, and credibility as crucial factors in building these relationships and leading an effective crisis response across social media. This study also noted the new stress for organization's to respond quickly to crises as a result of instant news brought by social media. Implications of this study also highlighted social media's influence on
individuals becoming contributing members of a crisis response. While social media has influenced the practice of crisis communication in many ways, this study found that the principles and ethics of the field have remained the same. In conclusion, analysis suggests that BP neglected using social media in its crisis response, a channel which has entered the mainstream of crisis communication. As a result, this study recommends the use of social media before, during, and after a crisis to ensure the welfare of a company and its relationship with its publics.
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Hale, Susan. "Communicating a Crisis: The Public Information Officer's Perspective." unrestricted, 2007. http://etd.gsu.edu/theses/available/etd-11282007-150038/.
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Thesis (M.A.)--Georgia State University, 2007.Title from file title page. Greg Lisby, committee chair; Yuki Fujioka, Merrill Morris, committee members. Electronic text (69 p.) : digital, PDF file. Description based on contents viewed Mar. 27, 2008. Includes bibliographical references (p. 53-57).
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Francová, Martina. "Krizová komunikace jako důležitý nástroj managementu podniku." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-10941.
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Theory-metodological part: definition of basic terms as corporation -- corporation surroundings, corporate identity and image; extraordinary incident, crisis situation, crisis, crisis management; brief definition of legislative-juristic environment. Definition of the term communications -- common aspects and types of communication. Crisis communication, analysis of available methods of crisis communication in a company, analysis of available tools of crisis communication in a company. Practical part: manual for crisis communication of a company applied in bank's environment.
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Hansson, Anna, and Tomas Vikström. "Successful Crisis Management in the Airline Industry : A Quest for Legitimacy Through Communication?" Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-144082.
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This thesis explores how the legitimacy and reputation of firms that have experienced severe crises can be restored through the means of crisis management and crisis communication strategies. Our focus is on the airline industry, analyzing how three European airlines have communicated and acted towards important shareholders during and following a fatal airline accident. The airlines that have been compared are Air France, Spanair and SAS; an analysis of their press releases, press conferences, annual reports and websites has been conducted. We found that Air France and SAS communicated more information compared to Spanair and also showed that they had a clear strategy to uphold their legitimacy through the crisis. When dealing with a crisis many stakeholders have a high demand for information and if the airline satisfies this need in a satisfactory way they live up to the stakeholders expectations and gain legitimacy. Communicating a clear strategy as to how the airline is working towards improving flight safety can be seen as an important part of upholding the airline's legitimacy and reputation after an airline accident, something that especially Air France has done through clear safety communications through their annual report and website.
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Shumilova, Elizaveta, Asanee Börjesson, and Do Gyoon Kim. "Organisational Crisis Interpretations: analysing communicational tactics and its consequenses." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-23865.
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Narducci, Cassandra. "Social Media and Reputation Management During Crisis: A Case Study of the 2012-2013 NHL Lockout." Thesis, Université d'Ottawa / University of Ottawa, 2016. http://hdl.handle.net/10393/34226.
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The aim of this study is to understand the influence of online discussion forums during times of crisis. These forums can be considered as a form of social media, a relatively new form of technology that is constantly evolving and gaining in popularity. It has become an important medium, and can be integral in communications plans, specifically with regards to crisis communication. Through the use of these media, message delivery has unbelievable breadth and speed, making it crucial to understand its implications in crisis events. In order to understand social media’s implications in reputation management, during times of crisis, an ethnographic content analysis was conducted through the analysis and comparison of comments posted on news forums and media documents issued by the NHL during the 2012-2013 lockout. Literature suggests the importance of relationship management prior to crisis onset, as social media has the potential to inflame and contaminate the perceptions of others. Through social media, the formation and emergence of an engaged and active public was observed and studied. However, when considering traditional crisis communication theories, results from this particular case are counterintuitive; the findings counter traditional crisis communication theories, suggesting that cases such as this one are to be investigated further.
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Chinn, Mo-sum Sammy George, and 陳務森. "A study of organizational effectiveness in crisis management in amodern system control centre." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1987. http://hub.hku.hk/bib/B31263732.
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Söderlund, Malin. "Governmental Crisis Response – To be On Top of the Frame : The Case of Norway 22/7 2011 - Crisis communication and news management." Thesis, Försvarshögskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:fhs:diva-4148.
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This paper examines the mechanisms of “successful” communication in matters of political leaders’ability to gain public trust and credibility during large scale crises. Even though political actors andother stakeholders tend to be very proactive to promote their views, news media also play an activeand important role in framing public policy issues and crises.1 Thus, this thesis involves both politicalactors and media in the context of framing and crisis communication. Their interrelation and itsimportance for explaining successful crisis communication is demonstrated by producing a case studyof the Norwegian government’s communication efforts during and after the terrorist attack in Osloand the island of Utöya 22/7 2011. This paper argues and demonstrates that the active use ofpositive frames, that are cultural congruent and resonate with the media shaping, is a necessity tocreate a favorable context for winning praise and support in times of crisis. In line with previousresearch, framing strategies in crisis communication is demonstrated to be central to the crisisresponse and determines whether a responsible stakeholder is able to create momentum, maintainand even gain increased public support or not.
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Giblin, Patrick J. "Social media's impact on higher education crisis communication plans." Scholarly Commons, 2011. https://scholarlycommons.pacific.edu/uop_etds/776.
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Using case study methods, four crises that were reported in the past 36 months were examined to see if university officials modified established crisis communication plans to better respond to messages and rumors on social networking. Two of the crises dealt with safety issues and two were reputational crises designed to discredit the institution. Four communication professionals were also interviewed for their opinions about social networking use during crises. The study concludes that universities should adopt a social networking aspect into crisis communication plans, including preauthorizing specific types of messages to be released during the first few minutes of a crisis without review from higher administrators. A model of this new crisis communication plan is included. Social media use is also recommended during other stages of a crisis to better inform the community of what is happening on a campus.
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Park, Sun-A. "Using conflict positioning as a pretreatment in the public's evaluation of crisis management." Diss., Columbia, Mo. : University of Missouri-Columbia, 2007. http://hdl.handle.net/10355/5984.
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Thesis (M.A.)--University of Missouri-Columbia, 2007.The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on April 14, 2008) Includes bibliographical references.
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Adebayo, O. "The application of Facebook to crisis communication management : a case study of Malaysia Airlines." Thesis, University of Salford, 2017. http://usir.salford.ac.uk/42319/.
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Our world is being jolted more increasingly by news of crisis and chaos happening globally; from natural disasters to man-made catastrophes, political revolutions and terrorism to economic woes and corporate crisis all making the headlines. Technological innovations like the social media plays a huge role in crisis communication and management of these occurrences, and allows dialogue between the audience and those effected and affected by the occurrence. The advancement in the use of social media by organisations for their crisis communication has reformed the traditional way of crisis news reporting. Crisis communication now extends to the organisation communicating directly to their stakeholders using their social media handles, and getting response, engagement and feedback directly and simultaneously. The dynamic and transparent nature of social media communication has created a dialogue as opposed to the traditional media which had primary influence through court of public opinion. This thesis, using observation and content analysis methods, explores how Malaysian Airlines (MAS) managed their crises with the use of Facebook for their crisis communication strategy, by looking at the two fatal plane crashes they experienced in 2014. The analysis then extends to how their stakeholders through Facebook made sense of the crisis news and crisis response messages released by MAS. The findings indicate that Malaysia Airlines adopts and uses their social media channels as part of their crisis communication channel and also part of the organisation’s overall communication channel. Their social media channels during the crisis life cycle adopts and uses similar traditional crisis communication strategies in connecting with their stakeholders.
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Nazem, Ghanai Ramona, Malin Forss, and Gabriella Sundkvist. "Let's Make Better Mistakes Tomorrow : Brand Management and Crisis Communication for Social Media Influencers." Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-48973.
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Hellman, Malin, and Sofia Löfgren. "Mellanchefen skapar mening genom att agera kommunikationsfilter. : En studie om intern kommunikation och sensemaking under exceptionell kris." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-95825.
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Frågeställning: Hur kommunicerar och skapar mellanchefer mening under kris? Syfte: Vi vill skapa en större förståelse för hur mellanchefer arbetar med intern kommunikation och sensemaking under kris. Vi vill även undersöka på vilka sätt social distansering påverkar mellanchefers arbete med sensemaking och intern kommunikation under kris. Metod: En kvalitativ tvärsnittsstudie har genomförts utifrån en deduktiv forskningsansats. Resultat & Slutsats: Den viktigaste upptäckten är att mellanchefer tar på sig rollen som ett kommunikationsfilter i sensegiving processen, vilket kan leda till att medarbetarna inte får samma information i slutändan, vilket i sin tur ökar mängden informell kommunikation (ryktesspridning). Om den informella kommunikationen blir större än den formella kommunikationen kan det minska förtroendet för mellancheferna och i värsta fall resultera i intern kommunikationskris. Vi fann också att social distansering till följd av Folkhälsomyndighetens begränsningar kan öka risken för intern kommunikationskris på grund av bristande kontroll gällande den informella kommunikationen samt försvagat förtroende för ledarskapet. Slutligen framträder sensegiving och sensemaking som viktiga verktyg för mellanchefen i arbetet med att förebygga och förhindra psykisk ohälsa under krisen. Nyckelord: Sensemaking, sensegiving, internal communication, internal communication crisis, crisis management och crisis leadershipThis study aims to examine how the middle manager creates meaning and communicates during an exceptional crisis. The purpose of the study is to raise awareness, and create a greater understanding of the importance, of the middle manager during a crisis, like Covid-19, in terms of sensemaking and internal communication. Our research question is: How does middle managers communicate and create meaning during a crisis? To investigate the phenomenon, a cross-sectional study was used to provide a wider picture and enable comparisons between organisations. The study was done through a deductive research approach, and empirical data was obtained through a qualitative strategy. The most important finding, is that middle managers take on the role of a communication filter in the sensegiving-process. This role, may result in employees not getting the same information, which in turn raises the amount of informal communication (spreading rumors). Moreover, if the informal communication becomes greater than the formal communication, it may threaten leadership confidence, which may result in an internal communication crisis. We also found, that sensegiving and sensemaking become important tools for the middle manager to prevent mental illness, during social distancing and its restrictions, enforced by the Public Health Authority. Finally, we present a theoretical contribution to increase understanding of the phenomenon. Keywords: Sensemaking, sensegiving, internal communication, internal communication crisis, crisis management and crisis leadership
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Pettersson, Henrik, and Marcus Sundling. "VAG-koncernens utsläppsskandal : En kvalitativ studie inom kriskommunikatioin." Thesis, Mittuniversitetet, Avdelningen för ekonomivetenskap och juridik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-34684.
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Forskning inom kriskommunikation tyder på att det är viktigt som företagare att hantera kriskommunikation väl, oavsett storlek på organisationen. Utsläppsskandalen VAG-koncernen orsakade hösten 2015 skakade bilvärlden. Miljoner fordon blev påverkade av skandalen utan förvarning. I dagsläget pågår fortfarande utsläppsskandalen.Syftet med studien var att beskriva och analysera hur VAG-koncernen kommunicerade under utsläppsskandalen, baserat på uttalanden som de själva gjort samt utifrån det bedöma hur koncernen hanterade krisen. Slutligen analyserades resultatet med diskussion där slutsatsenblev att VAG-koncernen överlag hanterat krisen på ett bra sätt genom att de bad om ursäkt för skandalen, tillsatte en ny ledningsgrupp, tog ansvar för situationen och försökte återställa allt så gott det gick. Det negativa var att de agerade långsamt. Rekommendationen från de teorier som använts i denna studie är att agera fort, inom 24-36 timmar efter krisens start. VAG-koncernens första uttalande kom sju dagar efter skandalens uppdagande.De teorier som vi oftast kunde koppla till VAG-koncernens uttalanden var Image Repair Theory (IRT) och Situational Crisis Communication Theory (SCCT). Dessa teorier kopplades till alla tio uttalanden. Fem av uttalandena kopplades till strategin tillrättaläggande inom teorin IRT, vilket var den strategi som hade högst frekvens bland koncernens uttalanden.Crisis communication is a globally central concept. Research in the area indicates that it isimportant for businesses to handle crisis communication well, regardless the size of theorganization. The emission scandal caused by the VAG-group in the autumn 2015 rattled theautomotive business. Millions of vehicles were affected by the scandal without warning. Thescandal is still going on in present time.The purpose of the study was to describe and analyze how the VAG-group communicatedduring the crisis based on the statements made by the VAG-group. Additionally, also determinehow VAG handled the crisis. Finally the result was analyzed with a discussion where theconclusion is that the VAG-group generally handles the crisis well since they apologized forthe scandal, changed the board, took responsibility for the situation and tried to restoreeverything as much as possible. The only negative aspect was their slow acting. Therecommendation from the theories used in this study is to act fast, within 24-36 hours after thestart of the crisis. For the VAG-group the first statement came seven days after the reveal of thescandal.The theories that we could connect mostly to the statements made by the VAG-group were theImage Repair Theory (IRT) and the Situational Crisis Communication (SCCT). These theoriescould be related to all ten statements. In five of the statements the strategy Corrective actionfrom IRT was connected which was the strategy with the highest frequency within thestatements by the VAG-group.
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Abuhajaj, Ayham, and George Lampis. "Strategy Formulation Process in Crisis Management : Volkswagen Case Study." Thesis, Högskolan Dalarna, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:du-25266.
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Aim: The aim of this study is to understand what strategies are used over time by a company facing a transgressional CSR crisis, in order to regain legitimacy, and towards which stakeholder group these strategies are directed. Methods: In order to achieve our aim, Qualitative case study based on secondary data published by Volkswagen as well as news articles were used to identify what strategies the company used over time. Results: To be able to answer our aim, different theoretical lenses were used; SCCT response strategies, legitimization strategies, strategy formulation process and stakeholder theory. Therefore, four main different strategies were identified, minimize attribution, blind adaptation to strategy 2025, US differentiation and internal moral reasoning. The former two were addressed to all stakeholders while the latter two were concerned with specific stakeholder groups. Conclusions: Strategy formulation process during a transgressional CSR crisis is a complex procedure and literature on crisis management should move away from static frameworks towards a more dynamic understanding of how strategies can come to life. Coupled with the complexity of societal expectations in general, a company might have to adopt the paradoxical approach even for one stakeholder. Lastly, an addition to Situational Crisis Communication Theory is proposed.
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Jonsson, Hanna, and Josefin Davidsson. ""A company is never better than its latest mistake" : A consumer perspective on crisis communication." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35669.
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The existing literature has discussed crisis communication as a tool to minimise reputational damage to a company in the event of a crisis. The Situational Crisis Communication Theory (SCCT) provide guidelines for managers in times of crises on how to protect their reputational assets and their corporate image in specific crisis situations with a set of communication strategies. The theory emphasise the importance of stakeholders in a crisis since they could oppose as a threat to companies´ reputation. Despite the realisation of stakeholders’ role in crisis communication, explorative studies aiming at understanding the consumer's perspective and how they prefer to be communicated are limited. The purpose of this thesis is to understand, from consumers’ perspective, how companies should communicate in a time of crisis. This was done through using the existing Situational Crisis Communication Theory (SCCT) as a basis. The purpose was accomplished by conducting focus groups were crisis scenarios and strategies based on the SCCT played a fundamental role in generating results. The findings from the research suggest that there is a cycle explaining preferred crisis communication from consumers’ perspective. The suggested cycle includes three influencers that is: responsibility, communication, and reputation. This cycle suggest how consumers prefer to be communicated, what influences them to making that choice, and how it reflects back on the corporate image. The main finding of the research was the preferred communication in specific situations. The study showed that there is a set of generally applicable strategies, which consumers prefer in all crisis situations whereas additional preferences are added based on attributed responsibility.
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HERZBERGER, JONATHAN D. ""Can you hear me now?" Experimental research on the efficacy of pre-crisis messages in a severe weather context." Cleveland State University / OhioLINK, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=csu1408374541.
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Wright, Courtney. "Responding to Crises: A Test of the Situational Crisis Communication Theory." Scholar Commons, 2008. https://scholarcommons.usf.edu/etd/91.
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Crisis management includes efforts designed to prevent and to detect potential crises, and to learn from crisis experiences. The SCCT posits that certain crisis responses (matched) produce better outcomes for organizations than others (unmatched), depending on the situation. In addition, the results from this study attempt to support the situational crisis communication theory in aiding crisis managers in protecting their organizations against crises.
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Massey, Joseph Eric 1964. "Maintaining legitimacy through public organizational discourse: Crisis and communication in the United States airline industry." Diss., The University of Arizona, 1997. http://hdl.handle.net/10150/282482.
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Organizations are beginning to realize the importance of consistent communication with their constituencies. Several organizations have experienced negative consequences for producing inconsistent messages to their publics. This dissertation provides an investigation of the effects of message consistency on perceptions of organizational legitimacy. Legitimacy is the perception that an organization is good and has a right to continue operations. Legitimacy is viewed as an important variable in the study of organizations, since organizations that are not perceived as being legitimate face internal and external threats that could lead to the demise of the organization. Image management theory, crisis management theory, and niche-width theory are relied on in this investigation to examine the effects of message consistency on organizational legitimacy. Image management theory holds that organizations have images in much the same way that people do, and it is therefore incumbent on organizations to engage in strategic communication behaviors designed to influence perceptions of their image. The end goal of image management is the production and maintenance of legitimate organizational status. During crisis events organizational image is threatened, and therefore at no time is the legitimacy of the organization more salient. Crisis management theory provides the explanatory calculus and the context in which to study consistent discourse and perceptions of legitimacy. Finally, niche-width theory argues that different organizational forms are developed in response to different environmental conditions. Two particular types of organizations, generalists and specialists, are found in most organizational fields. Generalist organizations are ones that have many resources and are equipped to deal with much variety in their environment. Specialist organizations, on the other hand, have few resources, and are better equipped to deal with particular aspects of their environment. Niche-width theory is incorporated into the dissertation to determine whether the type of organization (specialist vs. generalist) affects perceptions of organizational legitimacy. These theories provide the foundation for the empirical investigation in this dissertation. Several hypotheses were generated from these theories. Support was found for all but one hypothesis. Results suggest that organizations experiencing crisis should produce consistent messages to both internal and external publics to be perceived as being legitimate.
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Hunt, Kathleen P. "From Prophecy to Advocacy: A Rhetorical Analysis of Al Gore's Enactment of Climate Crisis Management." Cincinnati, Ohio : University of Cincinnati, 2009. http://rave.ohiolink.edu/etdc/view.cgi?acc_num=ucin1243353239.
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Thesis (M.A.)--University of Cincinnati, 2009.Advisor: Stephen Depoe. Title from electronic thesis title page (viewed Nov. 23, 2009). Includes abstract. Keywords: Al Gore; Enacted Sensemaking; Crisis Communication; Rhetoric; Global Climate Change. Includes bibliographical references.
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Golway, Danielle. "Relationship, trust and crisis communication on social media with millennials and generation Z." Thesis, Kansas State University, 2017. http://hdl.handle.net/2097/35551.
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Master of ScienceDepartment of Journalism and Mass Communications
Xiaochen Zhang
This study examined crisis communication on social media applying relationship management theory. There are few credibility checks on social media platforms, and some say publics no longer believe messages through this type of media (Domonoske, 2016; Ho, 2012). However, many people get news from social media platforms and trust the information they read (Turcotte, York, Irving, Scholl, & Pingree, 2015). Crisis theories suggest strong relationships are less affected by crisis situations, and relationships are heavily based on trust (Broom, Casey, & Ritchey, 1997; Coombs, 2000; Coombs & Holladay, 2006; Ledingham, 2003). Through a survey, this study found a statistically significant positive relationship between perceived organization-public relationship, trust and, credibility in crisis communication on social media within the Millennial and Generation Z groups. These generations are the most active on social media, and this study challenged the claim that they do not believe information online (Richards, 2017; Statista, 2016).
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Nyandoro, Cephus K. "Factors influencing information communication technology (ICT) acceptance and use in small and medium enterprises (SMEs) in Kenya." Thesis, Capella University, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10024096.
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Research demonstrates that there is a gap in focusing understanding factors of information communication technology (ICT) acceptance and use in small and medium enterprises (SMEs). ICT is gaining popularity because it is a force in the economic growth equation. SMEs adopt ICT to promote their business strategy, performance, and growth. This study focused on the factors influencing ICT acceptance and use in SMEs. The research questions were 1) what factors influence SME owners/managers to accept ICT in Kenya? 2) What is the relationship between ICT acceptance and SMEs retail business growth in Kenya? and 3) What is the relationship between ICT usage and SMEs retail business growth in Kenya? The researcher used quantitative research methodology to survey SME owners/managers in Kenya. The researcher hand delivered the survey to 121 potential participants, of which 118 responded. This study evaluated factors of ICT acceptance in SMEs, the relationship between ICT acceptance and SME growth, and the relationship between ICT usage and SME growth. Research findings showed that customer services, cost reduction and business relationships were the most influential factors of ICT acceptance. Computer applications and mobile phones were the most commonly used ICT tools. The study found a strong positive relationship between ICT acceptance and SME growth, and a moderate positive relationship between ICT usage and SME growth. The research results are valuable to stakeholders including potential entrepreneurs, sponsors, government official and financial institutions who make informed decision and formulate policies about ICT investment and effective business strategies for SMEs growth.
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Tapia, Herrera Johnny Edson. "Modelo de gestión de crisis para organizaciones políticas del Perú." Master's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/652968.
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Las organizaciones políticas en el Perú se encuentran en un momento crítico. El 93% de los electores, según la Corporación Latinobarómetro (2018), ha perdido confianza en ellas. Su imagen y reputación están generalmente asociadas con la corrupción. Y no es para menos. Los cuatro partidos políticos más influyentes de los últimos quince años han sido catalogados como organizaciones criminales por el Ministerio Público y enfrentan denuncias por el delito de lavado de activos.
Sin embargo, la percepción negativa que tienen los públicos sobre los partidos políticos es en realidad resultado de las crisis, entendidas como situaciones adversas que afectan negativamente su imagen y reputación y, en consecuencia, dañan su relación con sus militantes y la confianza de sus electores, restándoles legitimidad, poder y participación en los asuntos públicos del país.
Actualmente, en una época donde las tecnologías de la información y la comunicación están cada vez mejor desarrolladas, las agrupaciones políticas son particularmente vulnerables a las crisis, pues existe muy poca información o teoría sobre cómo deben gestionarse en este tipo de organizaciones.
En ese sentido, el autor del presente trabajo de investigación asumió el desafío de diseñar un modelo de gestión comunicacional de crisis para organizaciones políticas. Para lograrlo fue necesario, en primer lugar, analizar cuatro casos: Partido Aprista Peruano, Partido Nacionalista Peruano, Peruanos Por el Kambio y Fuerza Popular. Comprender la naturaleza de estas agrupaciones y los tipos de crisis que enfrentaron, fue fundamental para elaborar la propuesta final.Political organizations in Peru are at a critical moment. 93% of voters, according to Latinobarómetro Corporation (2018), have lost confidence in them. Their image and reputation are generally associated with corruption. It is not for less. The four most influential political parties of the last fifteen years have been classified as criminal organizations by the Public Ministry and face complaints for the crime of money laundering. However, the negative perception that the public has about political parties is actually the result of crises, understood as adverse situations that negatively affect their image and reputation and, consequently, damage their relationship with their militants and the trust of their voters, subtracting legitimacy, power and participation in the public affairs of the country. Currently, at a time when information and communication technologies are increasingly well developed, political groups are particularly vulnerable to crises, as there is very little information or theory on how they should be managed in these types of organizations. Therefore, the author of this research took on the challenge of designing a crisis communication management model for Peruvian political organizations. To achieve this, it was necessary, first of all, to analyze four cases: Partido Aprista Peruano, Partido Nacionalista Peruano, Peruanos Por el Kambio and Fuerza Popular. Understanding the nature of these groupings, and the types of crises they faced, was critical in crafting the final proposal.
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Lonk, David. "Úloha krizového managementu při reorganizaci podniku MSV Metal Studénka, a.s." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-194137.
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The aim of the thesis is to describe the methods of crisis management and their application on the particular company, which was saved from bankruptcy due to effective crisis management. The theoretical part explains the concepts related to the crisis management using knowledge from both domestic and foreign specialized literature. The practical part applies the theoretical knowledge on the selected company. The brief description of the company is supplemented by its economic situation and description of steps that were made by the crisis management. These steps are analyzed and evaluated in the final part of the thesis.
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Smith, Rebecca Jane. "Facilities Management: How Public Leadership is Responding to Crisis." Scholar Commons, 2017. http://scholarcommons.usf.edu/etd/7089.
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This research presents the results of a qualitative and quantitative investigation to understand the challenges of public sector facilities management and maintenance to include the negative impact of deferred maintenance, it’s history, the current industry practices and the potential to reverse the negative impact of the current trend.
History has been known to speak loudly, and with accuracy relative to the expansion of public facilities and the challenge to maintain them. The challenge to keep pace with the growing population and the ever-changing requirements for contemporary designs are felt in every sector of our public facilities. Regardless, we, the public trust that those responsible are managing these assets effectively and efficiently. Research indicates that this doesn’t appear to be the case.
This study serves as a measurement against the historical performance of public facilities management practice. There have been decades of growth in public assets. During that time, innovation within operational practice and technology offer new opportunities for organizations to address issues of efficiency that translate directly in a measure of effectiveness. Given the continued outcry for additional funding, it seems that there are challenges that continue to exist despite the innovation offered. This study focuses on those challenges. Further analysis, based on successful models of public facilities management, provides insights as to what practices, if adopted, may drive the lesser achieving programs toward greater effectiveness.
This paper also includes the results of a study that focuses on the current practices of public facilities management programs. The intent is to identify elements that either support or detract from efficiently operated, effective facilities departments. Given the nature of this industry, both objective and subjective elements were addressed. Objectively the organizational hierarchy and the associated communications pathways were identified. Subjectively, the lifecycle of the facilities mission was dissected and discussed throughout an interview process. Fifteen specified data points were addressed, which included questions related to accountability, effective communication, data driven program development, allocation of resources, documentation of work performed, continuous training and education and the use of technology.
In order to reverse the declining momentum, we must first identify the most common areas that challenge facilities managers and understand how they currently address those challenges. This research will address the following questions:
What do facilities managers perceive to be the greatest obstacles to ensuring their facilities are properly maintained?
What factors do facilities mangers perceive to be the greatest challenge to ensuring sufficient resources are allocated to current maintenance?
To what degree do facilities managers perceive that more effective communications would positively impact the effectiveness of facilities management and maintenance.
The results of this research presents a comprehensive understanding of the challenges that face public sector facilities leadership teams, the history and creation of excessive deferred maintenance and finally, future opportunities that identifies best practices and presents an artifact that reflects a means to resolve those deficiencies identified within the current facilities management environment.
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Hysenlika, Vjollca. "Communicating During an Organizational Crisis: Using Facebook as a Relationship Management Tool." Scholar Commons, 2012. http://scholarcommons.usf.edu/etd/4337.
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The purpose of this study was to determine how organizations communicate on Facebook during a crisis, from a relationship management perspective, and how their interactivity, responsiveness, and transparency affect their Fan page's relevance, importance, and appeal. In this study, the researcher conducted a controlled experiment to examine if a strategized Facebook Fan page that contained a high level of interaction, responsiveness, and transparency contributed to long-lasting relationships with fans or helped organizations recover/prevent a crisis. The researcher created eight different conditions (Facebook Fan Pages) presenting a crisis message, and recruited 200 students (25 participants per condition) from the University of South Florida (USF) to participate in the experiment. The findings did not demonstrate exactly what the research study was designed to find. The individual hypotheses were not supported during the ANOVA tests, except Hypothesis 1a. The ANOVA tests showed that the high vs. low interactivity, high vs. low responsiveness or high vs. low transparency did not have a significant effect on a Fan page's relevance, importance, and appeal. The variables did not have an independent influence, and they did not show any significance standing alone. However, the ANOVA tests surprisingly revealed a dramatic three-way interaction effect of all three independent variables on relevance and importance.