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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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Wright, Courtney. "Responding to crises : a test of the situational crisis communication theory." [Tampa, Fla] : University of South Florida, 2009. http://purl.fcla.edu/usf/dc/et/SFE0002802.
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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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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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Hsu, Yi-Shan. "Corporate social responsibility and crisis communication Nike Taiwan Jordan crisis vs. Paolyta Bullwild crisis /." [Gainesville, Fla.] : University of Florida, 2006. http://purl.fcla.edu/fcla/etd/UFE0014541.
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Johnson, Kaelyn. "Crisis Communication-What is Your Emergency." Thesis, Gonzaga University, 2013. http://pqdtopen.proquest.com/#viewpdf?dispub=1543346.
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<p> This study is a rhetorical analysis of 911 active shooter calls. Working from frame theory it examines the types of communication that occur during crisis situations. This study reviews the actual audio tapes of the Columbine Colorado School shooting, the Trolley Square Salt Lake City UT shooting and the Arizona shooting of Congresswoman Gabby Gifford. This study provides a method for investigating the communication between caller to 911 and the telecommunicators that answer 911calls. It provides a baseline of the communication activities that are occurring and this method of communication is rapidly changing with pending text-mediated communication scheduled to take effect in 911 centers in 2014.</p>
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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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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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Murphy, Kayla Christine. "Ethical crisis communication on social media| Combining situational crisis communication theory, stakeholder theory, & Kant's categorical imperatives." Thesis, Gonzaga University, 2015. http://pqdtopen.proquest.com/#viewpdf?dispub=1600336.
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<p> This guide was created to serve as a tool for crisis communications to assist in crafting ethical responses to crises using social media as the primary communications channel. The guide combines Stakeholder Theory (Freeman, 1984)—a management theory that focuses on the importance of different groups of people, not just shareholders—with Situational Crisis Communication (Coombs, 2007). The guide also adheres to two of Kant’s Categorical Imperatives as the ethical basis and marker. To create the guide, the author relied on archival, or documentary, research to provide the background information and theory to inform the creation of the guide. The guide is broken up into four parts—an overview of crisis communication, pre-crisis planning, active crisis communication, and post-crisis communication/reputation rebuilding. The guide is meant to be used as a tool, and is not an exhaustive how-to for handling a crisis.</p>
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Watson, Sharon L. "Resilient Communication : A New Crisis Communication Strategy for Homeland Security." Thesis, Monterey, California. Naval Postgraduate School, 2012. http://hdl.handle.net/10945/6885.
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Approved for public release; distribution is unlimited<br>Current crisis communication plans and guidance at all levels of government focus almost exclusively on communication during a crisis, rather than a comprehensive approach that also addresses the timeframe well before and well after a disaster. Furthermore, existing crisis communication strategy does not include approaches to enhance resiliency in individuals and communities affected by disaster. A case study of the 2007 Greensburg, Kansas tornado assessed the crisis communication strategy surrounding the disaster to assist in the development of a new comprehensive crisis communication strategy for homeland security. The case study revealed the need for homeland security leaders to reframe crisis communication by considering disasters as the norm, not a rarity. The case study also found significant benefits to utilizing a complex systems approach in crisis communication strategy, specifically the pragmatic complexity model. New crisis communication approaches were recommended including a public partnership approach and a resilient messaging/survivor psychology approach. The research recommendations also included specific before and after message themes to engage the public and help them become more resilient. The case study and research concluded a state-level strategy would be most beneficial and would allow specific messaging to be delivered by leaders familiar to the community affected.
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Sisler, Heidi E. "Crisis of Man to Crisis of Men: Ray Rice and the NFL's Transition from Crisis of Image to Crisis of Ethics." TopSCHOLAR®, 2015. http://digitalcommons.wku.edu/theses/1520.
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Using typologies by Benoit (1995), Seeger (2006), and Heath (2006) this study argues that when an organization encounters multiple complications (e.g., perceived guilt, magnitude of harm, nature of the victims, etc.) compounding a crisis situation, that the organization’s best course of action is to employ atonement rhetoric. Second, this study also argues for the inclusion of a new best practice in crisis communication, which highlights the importance of organizations to recognize the impact visual evidence, especially video footage, has on complicating crisis response while also increasing demand for an appropriate and timely response. To do this the study uses the above typologies as well as Koesten and Rowland (2004) to carry out a rhetorical analysis of the NFL’s response to the Ray Rice crisis. This study finds that the NFL’s crisis response through the first three phases, though using nearly all of Benoit’s (1995) strategies, fails to meet all of Seeger’s (2006) and Heath’s (2006) best practices. It is only through meeting the requirements for atonement set out by Koesten and Rowland (2004) that the NFL meets the recommended best practices and achieves resolution from this crisis.
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Kelley, Katherine M. "Stakeholder Perceptions of a University Response to Crisis." Digital Commons @ East Tennessee State University, 2014. https://dc.etsu.edu/etd/2401.
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The purpose of this study was to contribute to current theory-driven research in crisis communication by examining the perceptions of multiple stakeholder groups to a university crisis response strategy. Two main questions were examined in this dissertation. The first question attempted to determine if a significant difference existed between stakeholder groups and their perception of university reputation, responsibility for the crisis, and potential supportive behaviors toward the university following the university’s response to a crisis. The second asked if Coombs’s Situational Crisis Communication Theory is a practical application for universities.
The participants were from 4 stakeholder groups associated with a regional public university: students, faculty, staff, and alumni. An online survey was sent to participants via email.
The data analysis revealed significant differences in the perceptions of reputation and in the potential supportive behaviors between staff and faculty and between staff and students. Staff perceived the reputation more favorably and had more favorable potential supportive behaviors than both the faculty and the student stakeholder groups. The results of this research provided empirical evidence that distinct stakeholder groups do perceive crisis response strategies differently. It also supported the application of Situational Crisis Communication Theory in a university setting.
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Cunningham, James H. "Juxtaposed Integration Matrix a crisis communication tool /." [Gainesville, Fla.] : University of Florida, 2005. http://purl.fcla.edu/fcla/etd/UFE0009781.
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Fitzpatrick, Helen M. "Partnerships the path to improving crisis communication." Thesis, Monterey, Calif. : Naval Postgraduate School, 2007. http://bosun.nps.edu/uhtbin/hyperion.exe/07Mar%5FFitzpatrick.pdf.
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Thesis (M.A. in Security Studies (Homeland Security and Defense))--Naval Postgraduate School, March 2007.<br>Thesis Advisor(s): Jeffrey W. Knopf, Gail F. Thomas. "March 2007." Includes bibliographical references (p. 55-57). Also available in print.
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Carabelli, Jason Robert. "Disciplinarity, Crisis, and Opportunity in Technical Communication." Scholar Commons, 2013. http://scholarcommons.usf.edu/etd/4650.
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In this thesis I argue that technical communication as an academic curricular entity has struggled to define itself as either a humanities or scientific discipline. I argue that this crisis of identity is due to a larger, institutional flaw first identified by the science studies scholar Bruno Latour as the problem of the "modern constitution." Latour's argument, often referred to as Actor-Network Theory (ANT), suggests that the epistemological arguments about scientific certainty are built on a contradiction. In viewing the problem of technical communication's disciplinarity through the lens of ANT, I argue that technical communication can never be productive if it seeks to locate itself within any of the institutional camps of the modern university. Rather, I contend that technical communication is a strong example of a nonmodern discipline, and that its identity crisis can be utilized to take one step towards rewriting the institutional debate over scientific certainty.
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Carroll, Conor James. "Crisis communication response strategies for food scares." Thesis, University of Liverpool, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.539739.
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Drawing on the theoretical framework of crisis communications, risk communications, and food choice literatures, this study explores the dynamics of food scare crises within an Irish context. The consumer reactions following these risk events present an opportunity to examine risk information processing within consumer behaviour. Utilising a realist research position, initial focus group research was conducted, which drove the main phase of the research, which consisted of in-depth consumer interviews. All of these interviews were transcribed and analysed using qualitative research software. Through this extensive exploratory research several key findings emerged which advance our understanding of crises and food scares. Risk profiles of Irish consumers were identified from their beliefs surrounding food category risk. Furthermore, an extensive risk information processing framework was identified, incorporating risk profiles, determinants of risk, and behavioural consequences. Food scares exhibited wave-like characteristics in which risk is amplified through an amalgam of factors, and then subsided to a natural state of equilibrium. The intensity of perceived risk is temporally linked, in that the level of perceived risk reaches its zenith in the immediate aftermath of public risk disclosure, which is intensified through greater media scrutiny and social discourse surrounding the food risk. Subsequently the level of perceived risk subsides amongst certain consumer populations due to lack of media and social discourse on the risk issue. In addition, key consumer expectations of crisis communication responses were identified, in terms of the form and content of the response. Moreover, the evidence indicated that exposure to past food crises created inoculation effects. Consumers perceived that industry stakeholders invoke proactive preventative measures to eliminate the potential for risk reoccurrence, by enhancing their safety systems, thereby reducing future risk potential. A key conclusion of the research is that organisations need to hetter understand the dynamics of food scares, so as to develop effective crisis communication responses, and long-term effective risk communications. As consumers are deluged with risk messages on a consistent basis, particularly concerning food consumption, organisations need a greater insight into how risk information processing occurs. The findings of the research help broaden our understanding of food scares, and have implications for the management of crisis events within other industries. They provide a critical insight into how these events are perceived, which have implications for marketing and management. Moreover it demonstrates that there are indeed opportunities from crises, to improve safety protocols to prevent reoccurrence, and to solidify bonds of trust with the consumer, through ongoing communications dialogue.
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Moreira, Lionel. "Crisis communication: organization's reactions to unexpected events." reponame:Repositório Institucional do FGV, 2011. http://hdl.handle.net/10438/8367.
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Previous issue date: 2011-02-02<br>Reputation is considered the most important asset of companies. It enables to set up business relationship and ensure the good functioning of the organization. When an unexpected even crops up, reputation could be threatened. Managers, leaders of the organization, need to demonstrate reactivity, a capacity of responding to stakeholders‟ requirements and a capacity to detect and to rectify faults within the organization through a learning process, in order to avoid negative consequences. The latter could tarnish reputation and impact the operational development of the company. Through crisis communication, we observed that Air France adopted different postures after the crash of the flight 447. These ones were adapted to stakeholders‟ requirements and to the degree of threat that the company suffered. Just after the accident, the company decided to use the recognition strategy by assuming a symbolic responsibility and by communicating uppermost to the families of victims and to the media. The following weeks, the company privileged the strategy of silence which consists in not to communicate directly with the media. Finally, Air France used the 'scapegoat' strategy when the company was subjected to direct attacks. Companies‟ reactions summed up to the advance of the ongoing judiciary investigation revealed 'historical' organizational faults within the company, as for instance, the lack of communication between pilots and managers or the managers technical and operational insensitivity. Although internal and external issues, Air France demonstrated that a well managed crisis communication limits financial and reputational impacts. Consequently, the company suffers limited negative consequences of this crisis.<br>A reputação é considerada o ativo mais importante das empresas. Ela permite o estabelecimento de relações comerciais e garante um bom funcionamento da organização. Quando um evento inesperado surge, a reputação pode ser ameaçada. Os gerentes, líderes da organização, têm então que demonstrar reatividade e capacidade em responder as necessidades dos stakeholders, e capacidade de detectar e consertar as falhas dentro da organização através de um processo de aprendizagem, para evitar conseqüências negativas que poderiam danificar a reputação e impactar o desenvolvimento operacional da empresa. Através da comunicação de crise, observamos que depois da queda do avião AF 447, a companhia Air France adotou diferentes posturas adaptadas ao pedido dos stakeholders e ao grau de ameaça sofrido. Logo depois do acidente, a empresa decidiu adotar a estratégia do reconhecimento, assumindo uma responsabilidade simbólica e comunicando prioritariamente para as famílias das vitimas e para a mídia. Nas seguintes semanas ela utilizou a estratégia do silêncio que consiste em não comunicar diretamente a mídia. Finalmente, ela usou a estratégia do 'bode expiatório' quando ela foi sujeita a ataques diretos. As reações da empresa somadas ao avanço das investigações judiciais revelaram falhas organizacionais 'históricas' dentro da própria empresa, como por exemplo, a falta de comunicação entre pilotos e gerentes ou uma falha de sensibilidade técnica e operacional da parte dos gerentes. Apesar de problemas interno e externo, a Air France demonstrou que uma comunicação de crise bem gerenciada limita os impactos financeiros e de reputação. As conseqüências negativas sofridas pela companhia Air France foram limitadas.
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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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Bair, Adam R. "From Crisis to Crisis: A Big Data, Antenarrative Analysis of How Social Media Users Make Meaning During and After Crisis Events." DigitalCommons@USU, 2016. https://digitalcommons.usu.edu/etd/5045.
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This dissertation examines how individuals use social media to respond to crisis situations, both during and after the event. Using both rhetorical criticism and David Boje’s theories and concepts regarding the development of antenarrative—a process of making sense of past, present, and future events—I explored how social media users make sense of and respond to a crisis. Specifically, my research was guided by three major questions: Are traditional, pre-social media image-repair strategies effective in social media environments? How do participants use social media in crisis events, and how does this usage shape the rhetorical framing of a crisis? How might organizations effectively adapt traditional crisis communication plans to be used in social media during future crisis events?
These questions were applied to four case studies to provide a range of insights about not only how individuals respond to a crisis, but also what strategies organizations use to present information about it. These cases were carefully selected to include a variety of crisis types and responses and include the following: A business (H&R Block) communicating to clients about a software error A governmental organization (the NTSB) presenting information about the cause of an airplane crash and about missteps in its response A governmental group (the CDC) responding to a global health crisis with various audiences and types of responses An activist movement (Black Lives Matter) attempting to unify social media users to lobby for change and highlight the scope of the issues to the nation
Analyses of these cases not only show how individuals and groups used social media to make sense of crisis events, but also how the rhetorical strategies used to respond to a crisis situation. Understanding how individuals and groups make sense of crises will provide additional understanding to information designers, public relations professionals, organizations and businesses, and individuals using social media to effect change.
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Kriyantono, Rachmat. "A critical ethnography of crisis management dealing with a mudflow crisis in Sidoarjo, Indonesia [thesis]." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2011. https://ro.ecu.edu.au/theses/407.
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This PhD research focuses on the crisis management approaches of the company and government during a mudflow crisis in Sidoarjo, Indonesia, and the victims perceived a crisis management including the communication strategy and the programs of public relations conducted by officials from the Lapindo Incorporation (Inc) during efforts to deal with a mudflow crisis in Sidoarjo, Indonesia. The community, ranging from academics through to the victims who lost their homes, told local news media that Lapindo Inc., an oil company, was responsible for the mudflow - through a drilling mistake. On the other hand, when the Sidoarjo survivors of the mudslide and others took Lapindo Inc to court, the Indonesian courts supported experts that said an earthquake had caused the mudflow. The thesis explored ethnographically how the Sidoarjo community reacted to and perceived the communication strategies of officials from Lapindo and the Indonesian government during their efforts to deal with the mudflow crisis. I am interested in how the different actors construed the situation and how those constructions triggered a conflict. The critical approach is also applied based on the evidence presented from the interviews and focus group discussions. If certain actors have more power over others, then this would be reflected in both actions and in how people construe the world they are living in or the events that are happening to them. The paper is not to judge the company‟s responsibility, but to show how the different actors interact and the consequences of those interactions for the victims. The mudflow itself continues and has not been restricted completely. The result of this research is a comprehensive overview of the mudflow crisis itself and the reactions of many involved in it. The thesis gives contribution to the public relations issues and crisis management field. The research found that the crisis management conducted by the company and the government were not effective. Both of them were perceived to not taking an immediate appropriate action. The crisis management failed to ensure reliable and regular information, causing uncertainty. In addition, the crisis management focused more on maintaining the company‟s reputation than on the victims‟ fate. There are conflicts of interest between the company Inc, the government and the victims. This research described how power created knowledge in society by creating a social construction of the reality. The victims have been oppressed by more powerful groups therefore they must struggle against both the government and the company to gain their right.
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Tan, Ee Ling J. "Singapore airlines a study in exemplary crisis communication /." Diss., Click here for available full-text of this thesis, 2006. http://library.wichita.edu/digitallibrary/etd/2006/t028.pdf.
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Thesis (M.A.)--Wichita State University, College of Liberal Arts and Sciences.<br>"May 2006." Title from PDF title page (viewed on October 19, 2006). "Copyright 2006 by Ee Ling J. Tan."--p.ii. Includes bibliographic references (leaves 50-53).
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Brennan, Marisa. "Repairing Toyota: Image, Public Relations, and Crisis Communication." Thesis, Université d'Ottawa / University of Ottawa, 2014. http://hdl.handle.net/10393/31688.
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Toyota faced a massive international recall crisis in 2009 that threatened to destroy its image in relation to the quality and safety of its vehicles. The majority of Toyota’s recalls were issued in the United States, where Toyota was heavily scrutinized in media coverage. This exploratory study examines media and public relations content to examine how the media framed the crisis, and how Toyota framed image repair efforts during the crisis. It explores the foundations of image and communication, drawing upon William James and Jürgen Habermas, in addition to the theoretical underpinnings of impression management and framing analysis (e.g., Goffman, 1959; 1974), source selection (e.g. Hall et al., 1978), and image repair and crisis communication (e.g., Benoit, 1997; Coombs, 2007). Qualitative framing analysis is employed to code and analyze data sourced from three American newspapers, as well as Toyota U.S.A.’s press releases during the crisis period. The framing analysis revealed the fundamental role of customers and industry experts in defining a crisis when an organization’s credibility is diminished in the media, as well as the strong presence of culturally embedded themes in media framing. Toyota’s recovery was strongly linked to its actions to communicate transparently, remedy the situation, and demonstrate cultural sensitivity to its American customers. Drawing upon the findings, this study provides general recommendations for corporate crisis communication at the various stages of issue management, the crisis, and post-crisis.
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McIntosh, Heather. "Organizational Crisis Communication Translated in the Networked Society." Thesis, Université d'Ottawa / University of Ottawa, 2018. http://hdl.handle.net/10393/37703.
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Between approximately September 1, 2012 and February 1, 2014, the popular Canadian fashion retailer Lululemon Athletica Inc. faced an organizational crisis due to quality management problems. Beginning with manufacturing complications, the quality issues expressed themselves through various crisis symptoms (e.g., financial issues, legal issues, and senior leadership turmoil). The organization enacted crisis communication strategies to mitigate reputational risk and to inform the public and its stakeholders about the crisis. The news media also reported on the crisis extensively, which contributed to the public and stakeholders’ perceptions of the company and crisis. This dissertation draws on theories of narrative, translation, communication and media, and crisis communication to develop a theoretical foundation to guide the goals of this study. It is based on theories that conceptualize textual journalism as a process of both intralingual and interdiscursive translation that results in new narratives for the purpose of news media content creation. A qualitative content analysis informed by principles of critical discourse analysis is conducted to examine the narration of the crisis as depicted in the company’s textual communication about the crisis (e.g., press releases, annual reports), and the depiction of the crisis as narrated in textual media reports about the organization’s crisis. The two information streams are first analyzed individually to extract the main themes and sub-themes presented. Based on these analyses, a comparison of the two different information streams and their respective crisis narratives is conducted. The project investigates the ways in which the media translated information about the crisis to create their own narratives of the crisis. The findings of this dissertation show the process through which translation occurs, namely the linguistic and discursive variance between these two information streams. An analysis of the patterns in the linguistic and discursive variance between these two information streams indicates how the different social contexts in which each information stream is embedded may have impacted how the translation/journalism process occurs.
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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.<br>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.<br>Includes bibliographical references (p. 127-146).<br>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.<br>by Olufunke Michaels.<br>S.M.
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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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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 Communication<br>Ph.D.<br>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.<br>Temple University--Theses
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Lee, Jinsuk. "Public sector crisis communication in Korea 2003-2008 /." [Gainesville, Fla.] : University of Florida, 2009. http://purl.fcla.edu/fcla/etd/UFE0024664.
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Myers, Mindy. "Democratic Communication| Lessons from the Flint Water Crisis." Thesis, Wayne State University, 2019. http://pqdtopen.proquest.com/#viewpdf?dispub=10977572.
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<p> This dissertation develops an approach to institutional critique that re-works Porter, Sullivan, Blythe, Grabill, and Miles’ foundational configuration. This project argues that John Dewey’s concept of democratic communication articulated in his debate with Walter Lippmann provides a useful heuristic for developing democratic communicative practices that allow citizens and experts to communicate with one another about technical issues such as water quality and safety. Through an analysis of Michigan’s emergency manager law, the relationship between citizens and experts that exposed the crisis, and the Flint Water Advisory Task Force’s Final Report, this dissertation establishes that citizens must participate in technical decision-making and makes pragmatic suggestions to increase citizens’ meaningful participation. This project concludes with theoretical and pedagogical implications of a participatory institutional critique.</p><p>
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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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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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Roberts, Holly Ann. "ORGANIZATIONAL COMMUNICATION, SOCIAL MEDIA, AND SENSEMAKING DURING A CASCADING CRISIS: TOKYO DISNEY AND THE 2011 JAPAN EARTHQUAKE/TSUNAMI/NUCLEAR CRISIS." UKnowledge, 2012. http://uknowledge.uky.edu/comm_etds/3.
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This study examines the connection between organizational crisis communication and sensemaking. In particular, the research focuses on messages of instructing, adjusting and reputation management and the use of social media in distributing these messages through and by the Tokyo Disney Resort during the earthquake/tsunami/nuclear crisis that hit Japan in 2011. Case study methods are used to analyze news coverage, Twitter and YouTube videos, informed by personal interviews and documentation related to the crisis and the Tokyo Disney Resort. The analysis found that the Tokyo Disney Resort provided messages of instructing, adjusting and reputation management in order to effectively foster the sensemaking process, which was corroborated by personal communication with cast members. Messages of instruction were delivered regularly through a park-wide speaker system and cast members who also provided instruction to minimize harm. Adjusting information was evident in effectively taking care of guests’ physical and psychological needs through provision of food, water, blankets, etc. and by keeping them updated about the status of the outside world. Finally, messages of reputation management were apparent in the Resort’s willingness to put people above profit by sacrificing food, products and money to help victims of the disaster.
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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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Whytas, Kara Julie. "Impact of a Brand Crisis on Nation Branding: An Analysis of Tweets about VW’s Emissions Crisis." Scholar Commons, 2016. http://scholarcommons.usf.edu/etd/6432.
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On September 18, 2015, the U.S. Environmental Standards Agency (EPA) filed a Notice of Violation of the Clean Air Act to the Volkswagen Group regarding software used to intentionally deceive the EPA’s emissions tests.
Social media is an efficient way for organizations to release information and respond quickly during a crisis. Not only are organizations posting on social media sites, but consumers are increasingly turning to social media sites, such as Twitter, during crises to share information and opinions.
The VW crisis may impact Germany’s nation brand, as predicted by more recent country-of-origin literature. The country-of-origin effect occurs when the reputation of a country impacts consumer perceptions of products produced by that country. When consumers had favorable perceptions of a country, Xu and Wu (2015) found the country’s products were more likely to receive positive after-crisis reactions.
German products are considered to be of high quality. “So, in the case of Germany, the development of its national brand identity is an integral part of the growth and development of its exports, the ‘Made in Germany’ label that has a world-class reputation,” (Joseph, 2014, p. 4). A content analysis was performed to examine the international conversation on Twitter through the analysis of tweets that included at least one of the following hashtags: #VWGate, #DieselGate, #VWscandal or #Volkswagenscandal.
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Mower, Jordan Todd. "Protecting Professional Football: A Case Study of Crisis Communication Tactics Demonstrated During the Concussion Crisis by the National Football League and the Introduction of Cultural Ingrainment as a Component in Crisis Communications Models." BYU ScholarsArchive, 2015. https://scholarsarchive.byu.edu/etd/5791.
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This research analyzes the crisis communications tactics employed by the National Football League at key points during the concussion crisis in relation to strategies recommended by models based on image restoration theory and situational crisis communications theory. The discrepancies between the NFL's tactics and recommended situational tactics, viewed in light of the financial and market increases for the league over the duration of the crisis, show the need for an additional component in accepted crisis communications models. Cultural ingrainment is posited as a component to be added to present models as a mitigating factor of organizational harm in cases of strong attribution of organizational responsibility. This addition of cultural ingrainment provides an explanation for the possibility of so-called “invincible brands.”
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Elmore, Branden D. "Using Situational Crisis Communication Theory to Interrogate a PWIs Response to a Campus Racial Crisis." University of Cincinnati / OhioLINK, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=ucin1463130471.
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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.<br>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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Zhao, Jingyang. "Chinese Government, Weibo, Crisis Management." Ohio University / OhioLINK, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1368019728.
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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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Seungji, Baek. "Crisis Communication in Major Disaster Using Natural Language Processing." 京都大学 (Kyoto University), 2016. http://hdl.handle.net/2433/215520.
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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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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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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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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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Walser, Johanna. "Crisis communication applied to mega-events and festivals : A multi-method analysis of communicative preparedness." Thesis, Högskolan för lärande och kommunikation, Högskolan i Jönköping, HLK, Medie- och kommunikationsvetenskap, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-40778.
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Crisis communication has been widely researched for an economic purpose, with the focus on preventing damage to a corporation’s reputation or the restoration of a politician’s image. Additionally, crisis communication also found its utility for natural hazards as well as for terrorist attacks. However, identified as being a research gap, this thesis focuses on studying the prepared crisis communication of mega-event and festival organizations in case of a serious incident. The purpose of this thesis is to contribute to the area of crisis communication in the way that it focuses on the process of preparing for a possible crisis with the creation of effective communication manuals, action plans, etc. rather than investigating the post-crisis communication. Through using the uncertainty reduction theory and the chaos theory, it is possible to investigate the internal crisis management processes of organizers that go beyond protecting its reputation, but focus more on saving human lives as uncertainty and chaos get reduced. A deductive approach was taken through conducting interviews and carrying out a thematic analysis of written documentary sources, such as manuals and action plans, as well as the transcripts. In general, one can say that the awareness about the importance of a crisis management and communication plan rises. Regular trainings and a constant collaboration with external partners, such as the blue light organizations, are seen as central to the emergency planning process. Moreover, to guarantee an effective crisis communication, often smaller task groups within the crisis management team are in charge of instructional crisis communication. Knowledge about different threat-scenarios and functions of external specialists reduces uncertainty and supports actions to reduce chaos. This thesis and its findings have a societal relevance, in the sense that it allows a wider and deeper understanding of crisis communication in an area of application that does not seem to be very common. Through insights into the crisis management process of the different event- and festival organizations, one can become active today and threats to human lives can be minimized or even avoided in the future.
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Suchet, Romain. "La gestion du nucléaire en crise : une étude à travers les représentations des gestionnaires de crise." Thesis, Montpellier, 2015. http://www.theses.fr/2015MONTD016/document.
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Cette thèse est issue d'un travail d'enquête de près de quatre ans au sein de l'IRSN, un des membres du système d'acteurs en charge de la gestion de crise nucléaire. Nous sommes partis de la problématique suivante : Comment la France se prépare-t-elle à gérer un accident nucléaire et quels sont les effets de cette préparation en situation réelle d'accident, mineur ou hors du territoire national ? Grâce à un riche travail de terrain et de recherches documentaires, nous montrons dans cette thèse que la monopolisation de la construction de la « crise » par un système d'acteurs dominés par les ingénieurs du corps des Mines induit une définition très technique de la « crise » centrée sur l'aléa technique et faisant abstraction de la population. Les scénarii d'exercices de crise qui en résultent ne permettent pas aux acteurs en charge de sa gestion de se préparer à faire face aux réactions sociales provoquées par un accident nucléaire. Au contraire, cette lecture faisant abstraction de la population, est paradoxalement facteur de « crise » lors d'accidents nucléaires jugés « techniquement » mineurs. Au final, le système de gestion de crise se transforme malgré tout. Mais les évolutions organisationnelles de la gestion de crise nucléaire, notamment la prise en compte progressive de sa composante sociale, résultent moins des dispositifs de préparation à la crise que de la confrontation avec la population lors de crises nucléaires réelles<br>This thesis is the result of almost 4 years of research carried out within the IRSN, one of the actors among the different actors in charge of nuclear crisis response. We started with the following question: how France gets prepared to manage a nuclear accident situation and what are the results of this preparation in a real accident case even if it is a minor accident or if it happens abroad ? Thanks to a very fruitful documentary and in field research work, we are able to show in this thesis that the unilateral management of a "crisis" situation by the different actors organized under the leadership of high level engineers from the 'Corps de mines ", results in a very technical definition of the "crisis " focused on the technical aspects while disregarding the general public. As a consequence, emergency drills that are defined and carried out do not prepare intervention teams to manage social reactions that may be caused by a nuclear accident. To the opposite and paradoxically, such a vision that neglects the reaction of the population may generate by itself a crisis situation even when an accident is deemed to be "technically" of a minor importance. However the management system of nuclear crisis is evolving. Organizational changes in this area that progressively take into account the social factor, really result from the in field experience of dealing with the general public reactions during a real nuclear crisis. Crisis training and drills have a lesser impact on this evolution
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Bäckström, Svensson Andreas, and Njord Frölander. "Having a boat before the flood strikes will save you. Having a sail will take you places. : A qualitative study on how an effective crisis communication is impacted by intercultural competence, crisis leadership and social media." Thesis, Linnéuniversitetet, Institutionen för medier och journalistik (MJ), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-45097.
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Thirteen qualitative interviews have been conducted with key individuals who have profound knowledge and experience in the subject of crisis communication. The thesis used a theory testing approach and highlights the main issues regarding the influence of intercultural competence in crisis information, and to what extent social media channels are used for crisis communication. Also, it covers how the leadership during crises affects the communication from the perspectives of the key individuals. In this empirical investigation, the analytical method of thematization has been used in order to select essential themes throughout the qualitative interviews. These themes have been compared to the relevant theories within the subject - crisis communication, intercultural competence, and social media in crisis situations. The emerging conclusions from this study were the importance of pre-existing relations between organizations and authorities in crisis situations, and the amplifications of crisis communication through crisis networks operating between organizations. Another conclusion was that proactive crisis communication plans need to be of a consise and general design to be practical in crisis situations. Furthermore, one conclusion was that most organizations according to the interviewees were aware of the absence of intercultural competence, but due to lack of resources this was not prioritized. The last conclusion was that social media channels have a high interest level during crisis situations, but was seldom used to a large extent during crises
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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.<br>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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Champion, Leah. "Crisis Communication and Celebrity Scandal: An Experiment on Response Strategies." Scholar Commons, 2015. http://scholarcommons.usf.edu/etd/5661.
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Recent allegations surrounding Bill Cosby presented an opportunity to combine, test, and extend situational crisis communication theory typology and image repair theory response strategies for celebrity use. Because Cosby did not respond to the numerous allegations against him, it presented an opportunity to experiment with new and existing typologies using a real case, as opposed to analyzing past response attempts or using a hypothetical case. This study used a 2 X 4 factorial design to test veracity of claims, a proposed concept, and response strategies via survey. Even though none of the hypotheses were supported, the present study opened up a number questions for future researchers to explore and further expand crisis communication theories and typologies.
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Horak, Belinda Marguerite. "Local government and crisis communication : an exploratory study / B.M. Horak." Thesis, North-West University, 2006. http://hdl.handle.net/10394/932.
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Every organisation is susceptible to harmful occurrences that could damage it. An unexpected
fire could destroy a warehouse and cost lives of employees in the process. Product failure or
product sabotage could cause customer panic and a loss of sales and revenue or even loss of
customer lives. Rumours of high level fraud could loose the organisation the support and trust
of fundamental investors.
A harmful occurrence becomes a "public relations crisis" or simply "crisis" when it is of such
a nature and extent that it receives public scrutiny and consequently negatively affects the
organisation's reputation or relationships with its publics. A "crisis" is therefore distinct from
the actual harmful event ("incident") that occurs.
Damaging scrutiny from the publics usually occurs if the organisation has played a role in the
cause of the incident and/or did not manage the incident properly. Negative public attention
("crisis") will have a negative impact on the organisational system if not handled correctly.
In this dissertation it is argued that an incident does not necessarily need to become a crisis,
i.e. it need not damage the system's reputation or relationships. An organisation can apply
strategic crisis management to either prevent or plan for an anticipated harmful occurrence.
Crisis management has three components, these being management, operational and
communication components. The latter is a public relations function generally referred to as
"crisis communication", the focus of this study.
The study explores the current use of crisis communication by the Potchefstroom City
Council, as a type of organisation, using the systems theory as the general theoretical
foundation. It takes the specific environmental considerations for local government, in
particular, the Potchefstroom City Council into consideration. A number of recommendations
are made for the establishment of a crisis communication strategy by the council. They
include:
Crisis communication training for key communication employees.
Support for the crisis communication function by top management.
More strategic interaction with key publics as a component of crisis communication.
Building and managing relationships with key media.
Identifying existing effective communication channels and establishing new ones where
necessary.
Using ward councillors as a crisis communication tool.
The complete list of recommendations is discussed in section 6.4<br>Thesis (M.A. (Communication Studies))--North-West University, Potchefstroom Campus, 2006.
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Hancerli, Suleyman. "Negotiation, communication, and decision strategies used by hostage/crisis negotiators." Thesis, University of North Texas, 2008. https://digital.library.unt.edu/ark:/67531/metadc6100/.
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By conducting this theory-based empirical study, gathering data from working negotiators in the US and Canada, I have determined what primary dynamic activities, communication skills, and negotiation tools are used by hostage/crisis negotiators. Negotiators implement their negotiation and decision strategies differently depending on whether the situations they deal with are instrumental or expressive. I have determined which elements of negotiations and factors affecting negotiations differ while handling instrumental and expressive hostage situations. I found that the collected data did not reveal any significant relationship between handling instrumental/expressive hostage situations differently and belief in the elements of Brenda Dervin's and Shannon-Weaver's theories. I have also determined that the belief in the elements of the Dervin's and Shannon-Weaver's theories is workable and practical for negotiators to use.
Based on the above findings, the model suggested by this research adds the elements and directives of Dervin's and Shannon-Weaver's models to the common approach used by the negotiators. This revised model suggests that the negotiators pay attention to the dynamics of the interactions presented between the two parties: the negotiators themselves and hostage takers. The revised model also recommends that the negotiators focus on not only the hostage takers behavioral characteristics, psychological conditions, and criminal history but also on the meaning of the sent message and the interaction itself as performed between the two parties. This perspective enables the negotiators to look at the negotiation process as information and communication process. We are not ignoring the fact that hostage negotiation is a format of extreme information management. By looking at such an extreme case, we can add to our understanding of Dervin's and Shannon-Weaver's perspectives in order to see the hostage negotiation process from a wider perspective. The revised model is not an alternative approach to the common approach most negotiators use. Instead, the revised model uses the perspective and directives of the common approach and extends its meaning and content by also focusing on Dervin's sense making theory and Shannon-Weaver's communication model perspectives. The use of the perspective of this revised model is one more tool for the negotiators to use in order to promote new ways of looking at hostage negotiation resolutions.