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Journal articles on the topic 'Crisis communication'
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Johansen, Winni. "Understanding and practicing crisis consulting." Journal of Communication Management 21, no. 2 (May 2, 2017): 106–23. http://dx.doi.org/10.1108/jcom-12-2016-0104.
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Purpose The purpose of this paper is to contribute to the literature on management and communication consulting in general, and crisis consulting in particular, by investigating how public relations and communications firms understand crises, crisis management, and crisis communication; how they see themselves practicing crisis consulting; and how they envisage the future of this field of expertise. Design/methodology/approach The study is based on 12 semi-structured in-depth expert interviews with CEOs, board members, senior consultants, and/or partners representing national and international public relations and communications firms operating in Denmark who offer crisis consulting as one of their areas of expertise. Findings Findings demonstrate that crisis consulting is a field in transition, moving away from the traditional focus on image crises in the media handled by former journalists, toward a new focus on issue crises involving other types of stakeholders. Findings also demonstrate that crisis consultants generate important insights into aspects of crisis management and crisis communication hitherto neglected by academic scholars. Practical implications The insights into the professional “world view” of crisis consultants will contribute to the professionalization of the field. Originality/value This is the first major study of crisis consulting as a specific field of expertise within the growing industry of management and communication consulting.
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Tikka, Minttu. "Ritualisation of Crisis Communication." Nordicom Review 40, no. 1 (February 19, 2019): 105–20. http://dx.doi.org/10.2478/nor-2019-0006.
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Abstract Digital connectivity enables ordinary people to participate in the social construction of crises. This article explores the crisis responses of common people through the prism of ritual communication in the case of the 2017 Stockholm terror attack. The ritual approach has helped to produce a nuanced understanding of the social functions of patterned and performative communication in crises and conflicts. However, the crisis communication of ordinary people has remained understudied from the viewpoint of ritualisation. Drawing from digital media ethnography and content analysis of a Twitter feed created around the hashtag #openstockholm, it is claimed that the ritualisation of crisis responses illustrates the active agency of ordinary people and contributes to ephemeral social cohesion.
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Spence, Patric R. "Crisis Communication." Review of Communication 8, no. 4 (October 2008): 430–32. http://dx.doi.org/10.1080/15358590701772309.
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Coombs, W. T. "Impact of Past Crises on Current Crisis Communication: Insights From Situational Crisis Communication Theory." Journal of Business Communication 41, no. 3 (July 1, 2004): 265–89. http://dx.doi.org/10.1177/0021943604265607.
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Bogatyreva, T. G. "Foreign Experience of Public Sector Communications in the context of Global COVID-19 Pandemic." Communicology 9, no. 1 (July 15, 2021): 15–28. http://dx.doi.org/10.21453/2311-3065-2021-9-1-15-28.
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Communication in the public sector is a key tool for responding to sudden crises. It allows to check the interpretation of what is happening in accordance with changing circumstances and prevent the risks of irreversible obligations, when the authorities make management decisions in conditions of the pandemic crisis, which has raised the bar of their responsibility to protect citizens. COVID-19 is considered by the author as a starting point in the transformation of traditional communication schemes and the institutional consolidation of new communication practices and models of crisis communication. Public sector organizations face different challenges in comparison to private ones, because they are influenced by social structures, power dynamics and a higher level of media control. The pandemic accelerated the processes of media convergence and defined in it a communication collaborative strategy for the development of crisis communications in the public sector. The beginning institutionalization of crisis communications makes it possible to systematize communication strategies and increase the effectiveness of the tools and means used for the proper organization of crisis communication in the public sector. The core of modern crisis communications is social media, which, in fact, is equated with traditional media and entered into direct competition with them, primarily due to the ability to monitor crisis problems and decentralized rapid communications. To keep control over the process of informing the citizens in a crisis, the authorities must act in accordance with a certain communication scenario. The model of crisis communication for the public sector is still being formed. It needs to be re-conceptualized in an increasingly personalized, emotional, and hybrid media landscape.
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Barlik, Jacek. "Sleeping with your enemies – and what happens later." Corporate Communications: An International Journal 25, no. 1 (January 23, 2020): 143–56. http://dx.doi.org/10.1108/ccij-07-2019-0079.
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Purpose The purpose of this paper is to find out how organizations communicate with their opponents during crises and later. Design/methodology/approach Qualitative research that is interviews with crisis communication professionals in Poland was conducted to explore their opinions, attitudes and practices toward opponents in crises, communication tools employed, methods of settling conflicts and ways of getting along with the former opponents later. Findings Communication and crisis managers provided in-depth insights on how they approach opponents during crises and later. Even though public relations professionals are aware that communicating with activist or hostile publics in times of turmoil is important, they pay more attention to internal publics and media. Senior executives often perceive media and journalists as crucial channels to reach out to different stakeholder groups during crises. Ongoing communication with opponents (or former opponents) – also after crises – mostly remains a high call for public relations professionals. Originality/value This paper contributes to corporate and crisis communication research by presenting how opponent publics are handled by communication professionals in crises. It shows that most organizations need to rethink their crisis strategies to include opponents in their relationship building, and to maintain these relationships with former opponents beyond the time of crisis.
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Sumner, David W. "Malpractice Crisis or Communication Crisis?" Law, Medicine and Health Care 14, no. 3-4 (September 1986): 205. http://dx.doi.org/10.1111/j.1748-720x.1986.tb00980.x.
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Snoussi, Thouraya. "Social Media for Crisis Communication Management." International Journal of Business and Management Research 8, no. 3 (September 30, 2020): 64–72. http://dx.doi.org/10.37391/ijbmr.080302.
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This paper analyzes trends related to the role of social media in crisis communication. The author posed a question about the attitudes of online media actors (communication, public relations and marketing experts) towards using social media as a strategic communication tool in times of crisis; Emphasis on two different crises: the 2016 Turkish political crisis and the global health pandemic (COVID-19) in 2020. Communications actors' perceptions and behaviors of social media in times of crisis were tracked through a mixed method (a content analysis of 40 online publications about the military coup attempt in Turkey, and 20 semi structured in-depth interviews about the usage of social media during the quarantine period). The results showed that social media is a lifeboat that is provided to organizations in times of crisis, as communication with customers becomes a vital factor in managing critical situations. Meanwhile, some participants expressed reservations about confidence in the use of social media in times of crisis, stressing that these networks are a double-edged sword. As the keyword for crisis management, a strategic communication plan should take place via social media to discuss customer inquiries with clients, answer their questions, and try to reduce their anxiety, according to the interviewee.
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Verdier, James M. "Crisis of Communication." BioScience 71, no. 6 (June 1, 2021): 559. http://dx.doi.org/10.1093/biosci/biab062.
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Vigsø, Orla. "Ironic Crisis Communication?" Nordicom Review 34, no. 2 (November 1, 2013): 123–34. http://dx.doi.org/10.2478/nor-2013-0058.
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Abstract Humour and irony are normally not recommended within crisis communication. So when the main Swedish rail company SJ in January 2011 issued three short videos taking an ironical stance on the company and its damaged reputation, it attracted a great deal of attention. But the good will generated by this unexpected irony was apparently never fully understood by the management, and was thus lost or directly undermined by their subsequent communication. This article addresses the specific case of SJ’s crisis communication in early 2011, with particular interest in the question of the use of humour and irony in a crisis situation.
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Strandberg, Julia Matilda, and Orla Vigsø. "Internal crisis communication." Corporate Communications: An International Journal 21, no. 1 (February 1, 2016): 89–102. http://dx.doi.org/10.1108/ccij-11-2014-0083.
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Purpose – The purpose of this paper is to contribute to the study of internal crisis communication, not only the communication from the management to the employees, but also the employees’ communication with each other, in order to highlight the role of communication in the employees’ sensemaking during a crisis situation. Design/methodology/approach – The study was conducted as interviews with both managers and employees at a municipality in the Stockholm region, where a former employee had just been accused of embezzling approx. 25 million SEK. The interviews were analysed with particular interest to descriptions of how information was communicated, and how the sensemaking process developed. Findings – The crisis communication was successful when it came to informing external stakeholders and media. But the management and the employees had different views on the communication. The employees felt that management did not present all the information they needed, which made their sensemaking based on assumptions and rumours, and on the culture in the unit. Management interpreted that the crisis was not due to a culture problem, while the employees felt that there was a shared responsibility. Blaming the former employee was perceived as a way of dodging the cultural problems. Practical implications – Conclusions can be generalized into three points: first, differences between external and internal crisis communication need to be taken into account. Second, a crisis can strengthen existing patterns within a dysfunctional culture. Third, do not use single employees as scapegoats, putting all blame on them. Originality/value – The study shows the significance of culture and rumour as components of sensemaking in a crisis situation. The results should be applicable to most kinds of organizations, commercial or not.
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van der Meer, Toni G. L. A., and Joost W. M. Verhoeven. "Emotional crisis communication." Public Relations Review 40, no. 3 (September 2014): 526–36. http://dx.doi.org/10.1016/j.pubrev.2014.03.004.
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Eldridge, Chad C., Debra Hampton, and Julie Marfell. "Communication during crisis." Nursing Management 51, no. 8 (August 2020): 50–53. http://dx.doi.org/10.1097/01.numa.0000688976.29383.dc.
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Stříteský, Václav, Adriana Stránská, and Peter Drábik. "Crisis communication on Facebook." Studia Commercialia Bratislavensia 8, no. 29 (June 1, 2015): 103–11. http://dx.doi.org/10.1515/stcb-2015-0010.
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Abstract The aim of this paper is to present the issue of crisis communication under the newly created conditions of social media and evaluate the importance of social network site Facebook for crisis communication on the Czech market. The paper presents findings from a survey of Czech Facebook users. It examines the consumer complaining behaviour in the context of social media that can serve as a new platform to voice customer negative experiences. Differences between customers using traditional communications channels and those using social media platforms are identified and discussed.
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Olsson, Eva-Karin. "Crisis Communication in Public Organisations: Dimensions of Crisis Communication Revisited." Journal of Contingencies and Crisis Management 22, no. 2 (April 8, 2014): 113–25. http://dx.doi.org/10.1111/1468-5973.12047.
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Heide, Mats, and Charlotte Simonsson. "Developing internal crisis communication." Corporate Communications: An International Journal 19, no. 2 (April 1, 2014): 128–46. http://dx.doi.org/10.1108/ccij-09-2012-0063.
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Purpose – The article has two major purposes. The first purpose is to examine the roles and practices of communication professionals in relation to internal aspects of crisis communication. The second is to suggest new roles and practices for communication professionals that will enable a strategic approach to internal crisis communication. This article is based on empirical material from a larger three-year research project that focuses on internal crisis communication at a university hospital (UH) in Sweden. Design/methodology/approach – This article is based on empirical material from a larger, three-year research project that focuses on internal crisis communication at a university hospital (UH). For the purpose of this article the authors have mainly analysed transcripts of 24 semi-structured interviews that lasted 1-1.5 hours each. The authors chose to interview both communication professionals and other key persons/crisis managers in order to have the role and practices of communication professionals elucidated not only from the perspective of communication professionals themselves. Findings – A conclusion from the case study is that communication professionals have a rather limited role in internal crisis communication. Their role is primarily focused on information distribution through the intranet, even though they are also involved in strategic managerial work during the acute stage of the crisis. The communication professionals are first and foremost called for once the crisis has already occurred, which can be seen as a “communication on demand” approach, which limits a strategic orientation. In this paper some new roles and practices for communication professionals are suggested, which involve a strategic approach and cover all the stages of crisis. Research limitations/implications – Future research needs to go deeper into the practices and processes of these roles. Practical implications – Important prerequisites for fulfilling a strategic role as a communication professional are membership of the board, diversified communication roles, a developed managerial role, being closer to core operations, and legitimacy. Originality/value – The absence of a strategic crisis management thinking and discourse in organisations delimits communication professionals to a technical role rather than a managerial and strategic role. Taking internal crisis communication seriously and adopting a broader view of crises will raise new demands on communication professionals, which go beyond the operational and tactical roles in the acute phase of a crisis.
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Jin, Yan, and Soo Yeon Hong. "Explicating crisis coping in crisis communication." Public Relations Review 36, no. 4 (November 2010): 352–60. http://dx.doi.org/10.1016/j.pubrev.2010.06.002.
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Jong, Wouter, and Kjell Brataas. "Victims as Stakeholders: Insights from the Intersection of Psychosocial, Ethical, and Crisis Communication Paths." Journal of International Crisis and Risk Communication Research 4 (March 1, 2021): 73–92. http://dx.doi.org/10.30658/jicrcr.4.1.3.
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This article examines the position of victims and those affected within communication theory. Current research has broadly been skewed toward reputation management and protecting brand value as primary goals of crisis communication efforts. As crises affect real people, crisis communication theory needs to be adapted to include their needs. To assure their needs are met, an integration of business ethics and psychosocial mechanisms in the field of crisis communication is proposed. This integration prevents crisis communication output from becoming an additional source of stress to the affected in the aftermath of crises. We offer recommendations for crisis communication scholarship to be inclusive and beneficial to victims and the affected in the aftermath of crises.
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Fraustino, Julia Daisy, and Amanda K. Kennedy. "Care in Crisis: An Applied Model of Care Considerations for Ethical Strategic Communication." Journal of Public Interest Communications 2, no. 1 (June 1, 2018): 18. http://dx.doi.org/10.32473/jpic.v2.i1.p18.
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Crises ranging from organizational wrongdoings to natural disasters cause destruction and even deaths. Communication is crucial for reducing harm and protecting public interest. This work forms foundations for ethical public interest communications (PIC) based organizational communications throughout the crisis lifecycle and across contexts. The Applied Model of Care Considerations (AMCC) is proposed and developed. The AMCC presents cross-cutting care considerations (i.e., relationships, interdependence, vulnerability, reciprocity) and four landscapes of care (i.e., physical, cultural, political/economic, human). Model constructs are applied to: (1) Nestlé’s decades-long global baby-formula-promotion controversy, and (2) #DeleteUber consumer outrage surrounding the ride-sharing app’s perceived profiting from travel-ban protests. Rooted in feminist normative philosophies, this research addresses literature’s lack of: (1) general crisis ethics theory, (2) applied crisis communications ethics, and (3) feminist-theory-oriented crisis communication.
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Rojas-Orduña, Octavio-Isaac. "Communication in crisis times." Comunicar 11, no. 21 (October 1, 2003): 137–40. http://dx.doi.org/10.3916/c21-2003-21.
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The recent crisis in the corporative world have shown that the corporate image is one of the most important aspects in the companies´values. In order to reduce the negative impacts of such events, communication consultants have to make managers executives compromise themselves in the information about crisis be caused well managed crisis could be turned into opportunities to reinforce a brand. The author shows how information and commnication are the keys to face crisis times. Las recientes crisis empresariales han demostrado una vez más que la imagen corporativa es uno de los activos más importantes en el valor de las compañías. Para atenuar los efectos negativos de estos eventos, los consultores de comunicación deben hacer que la cúpula directiva se comprometa con la preparación de las crisis desde el punto de vista de la información. El autor apunta que las crisis bien gestionadas pueden ser oportunidades para reposicionar una marca y fortalecerla.
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Haupt, Brittany, and Lauren Azevedo. "Crisis communication planning and nonprofit organizations." Disaster Prevention and Management: An International Journal 30, no. 2 (January 8, 2021): 163–78. http://dx.doi.org/10.1108/dpm-06-2020-0197.
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PurposeThe purpose of this paper is to discuss the evolution of crisis communication and management along with its inclusion into the field and practice of emergency management. This paper also discusses the inclusion of nonprofit organizations and the need for these organizations to engage in crisis communication planning and strategy creation to address the diverse and numerous crises that nonprofits are at risk of experiencing.Design/methodology/approachThis paper utilizes a systematic literature review of crisis communication planning tools and resources focused on nonprofit organizations to derive best practices and policy needs.FindingsThe resources analyzed provide foundational insight for nonprofit organizations to proactively develop plans and strategies during noncrisis periods to support their organization when a crisis occurs.Research limitations/implicationsLimitations of this paper include limited academic research and practical resources related to nonprofit organizations and crisis communication planning. As such, several potential avenues for empirical research are discussed.Practical implicationsThis paper provides considerations for nonprofit organizations engaging in crisis communication planning and aspects leaders need to partake in to reduce or eliminate the risk of facing an operational or reputational crisis.Social implicationsThis paper highlights the critical need to generate a crisis communication plan due to the diverse crises nonprofit organizations face and their connection to the emergency management structure. Understanding the crisis and utilizing a crisis communication plan allows nonprofit organizations a way to strategically mitigate the impact of a crisis while also providing essential services to their respective communities and maintain their overall stability.Originality/valueThis paper is unique in its analysis of crisis communication planning resources and creation of a planning framework to assist nonprofit organizations in their planning efforts.
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Simonsen, Anne Hege, and Jon Petter Evensen. "Crisis, What Crisis?" Nordicom Review 38, s2 (November 28, 2017): 87–102. http://dx.doi.org/10.1515/nor-2017-0416.
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Abstract As in most countries, Norwegian and Danish media houses struggle to adjust to new technological, economic and political realities. Photo departments have seen their budgets cut and people have been let go. It looks, however, as if the organisational response to the crisis is more nuanced than it may seem at first glance. We have examined three media organisations, with a reputation for an above average interest in photojournalism, through the filter of organisational psychology. By looking at the conjunction between organisational culture, the present climate, and what we may call visual editorial competence, which relates to a photo department’s relative power within the organisation, we try to shed some light on when and why photo departments are able to implement their own crisis management and thus influence their own situation. Our findings suggest that photo departments with a strong culture are more resilient to a climate marked by disruptive change. The overall visual editorial competence does, however, impact their manoeuvring space within the organisation.
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Babatunde, Kamaldin Abdulsalam. "Public Relations and Social Media for Effective Crisis Communication Management." Jurnal Bina Praja 14, no. 3 (December 2022): 543–53. http://dx.doi.org/10.21787/jbp.14.2022.543-553.
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Crisis, natural or man-made, is inevitable in our life because of human social interactions. Crises are caused by ineffective communication yet are better solved with effective communication. Scholars have studied social media's role in crisis management as an information propagator and their cost effectiveness during a crisis. Social media can potentially influence multiple public strata during and after the crisis. Social media serves as tools for relationship management which is a crucial part of crisis management; equally, public relations also serve the same. This paper explores how effective crisis communication management can be achieved via Social Networking Systems (SNS). Drawing from the existing literature as the method used, this paper reviews articles and studies on public relations strategy and effective crisis management. It expounds on examples of how relationships can be well-managed through social media in crises. This paper has increased our knowledge of crisis management by understanding how crises are managed. Findings are that crisis communication was managed from four conceptual lenses scholars have investigated; that crises can be prevented- partially if not completely- with a proper crisis communication plan; that having a crisis communication plan may not suffice except is handled by professional relationship managers who know how to communicate and understand the use of the conventional and new media with the influential role of symmetrical communication. Therefore, the paper concluded that since crisis leads to a bad relationship due to a lack of understanding of the situation and behavior and to facilitate this, it suggests that crisis is better managed through effective public relations managers.
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Wang, Yan. "Brand crisis communication through social media." Corporate Communications: An International Journal 21, no. 1 (February 1, 2016): 56–72. http://dx.doi.org/10.1108/ccij-10-2014-0065.
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Purpose – The purpose of this paper is to investigate how companies make use of social media communication to turn crises into opportunities and how consumers respond to this brand management strategy, and evaluate the effects of this kind of advertising campaign. Design/methodology/approach – This study uses the textual analysis method to examine the verbal fight between two brand competitors on Sina Weibo. An interpretative analysis approach is adopted to analyze a series of micro-blog messages and relevant responses and comments. A statistical analysis is conducted to reveal the public opinion on this case. Findings – The brand crisis due to trademark dispute has been successfully turned into an advertising campaign, which received eager and favorable responses from the consumers. In the name of making apologies, the company in crisis availed itself of the Weibo platform to make a veiled protest against the verdict of the Court. The technique “acting cute” was proved to be effective in diminishing the negative effect of a brand crisis and winning public sympathy and support. Research limitations/implications – The research findings may provide insights into the interplay between brand advertising and corporate crisis communication on the platform of social media. Practical implications – This study can inform practitioners of useful techniques to deal with brand crises via social media. Originality/value – The value of this study lies not only in its contribution to the body of knowledge on online crisis management with a case of Chinese companies, but also in its validation of the interplay between crisis communication and advertising.
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Karl, Inga, Kristian Rother, and Simon Nestler. "Crisis-Related Apps." International Journal of Information Systems for Crisis Response and Management 7, no. 2 (April 2015): 19–35. http://dx.doi.org/10.4018/ijiscram.2015040102.
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In this paper the authors developed applications for apps in times of crises and critical situations. They analyzed how people act in these situations and how to mitigate their uncertainty and fears through situation-specific communication. Including these aspects as well as the general challenges of crisis communication, pros and cons of apps based on existing examples were discussed. The resulting requirements for an app for crises and dangerous situations should assist in designing a communication solution that strengthens the feeling of security of citizens in critical times, such as life-threatening situations. This solution is intended as an additional means of communication for emergency services to modernize crisis communication with affected people.
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Nätti, Satu, Suvi Rahkolin, and Saila Saraniemi. "Crisis communication in key account relationships." Corporate Communications: An International Journal 19, no. 3 (July 29, 2014): 234–46. http://dx.doi.org/10.1108/ccij-08-2012-0056.
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Purpose – A deliberate and planned crisis communication strategy is an important part of key account management. The purpose of this paper is to draw links between key account managers (KAM) and crisis communication and explore the elements critical to crisis communication in key account relationships. Design/methodology/approach – The approach is qualitative. Data were gathered from people experienced in crisis communication and responsible for strategic accounts. The paper analysed managers’ stories of crisis processes and related communication in relationships. Findings – Successful crisis communication requires an open and active crisis communicator, one willing to solve problems, and also the company being a partner worth trusting and the retention of the relationship being worthwhile for the customer. Research limitations/implications – The present study focuses on the managerial view, and therefore a dyadic approach is suggested for future studies. Practical implications – The role of the KAM as a crisis communicator and primary identifier of the crisis is emphasized. Originality/value – Existing crisis communication discussions have been very media focused. This study focuses on the key account relationship and the related crisis communication. In addition, although earlier studies examine the influences of crises on business relationships (e.g. Salo et al., 2009; Thiessen and Ingenhoff, 2010; Tähtinen and Vaaland, 2006), research on crisis communication in business-to-business key account relationships is still scarce. The results will help to understand the characteristics of crisis communication in key account relationships and enhance communication with strategic accounts.
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Kodatska, N., O. Yatchuk, and O. Lesiuk. "Management of Crisis Communications in the Public Space." State and Regions. Series: Social Communications, no. 2(50) (December 2, 2022): 108. http://dx.doi.org/10.32840/cpu2219-8741/2022.2(50).13.
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<p><strong><em>Purpose. </em></strong><em>Analysis and systematization of objective conditions that determine the content of modern crisis communication processes and determine effective strategies for crisis management in social systems.<strong></strong></em></p><p><strong><em>Research methodology</em></strong><em>. The study used a comparative-historical method to analyze and systematize data on crisis communication management in public space. Systematization and classification were used to determine the features and factors of crisis situations in the field of social communications. The aim of the study is to analyze and systematize the objective conditions that determine the content of modern crisis communication processes and to determine effective strategies for anti-crisis management in social systems.</em></p><p><strong><em>Results.</em></strong><em> Social space is considered as a variety of social processes, a field of social activity that contains a set of significant social groups, individuals, objects in their mutual location. The directions of social interaction as a form of theoretical generalizations of social communication, which is a continuous exchange of social information and knowledge, carried out with the help of the formed communicative chain. The analysis of crisis communications as a process of interaction of public subjects in the conditions of potential or real threat of their activity, functioning, existence is carried out. The classification of crisis situations according to such criteria as predictability of the onset and consequences of crises, the dynamics of their course is considered. The stages of problem management in crisis communications are analyzed, the main condition for successful anti-crisis communication is a pre-developed strategy. The main tasks of anti-crisis management are defined: detection of certain features, localization of crisis phenomena, crisis prevention, determination of their features, forms of implementation; determination of methods of observation, detection of certain signs, localization of crisis phenomena, prevention of crisis situations.</em> <em>The peculiarities of the activity of the spin doctor is to work with the media to form the desired point of view, present events in a more favorable form, that is news management. The practice of anti-crisis communications in the public space as a way to overcome information asymmetry and establish effective communication with the public is identified. </em></p><p><strong><em>Novelty. </em></strong><em>The article analyzes the current trends in the field of crisis communications and identifies the main directions of anti-crisis communication strategies.</em></p><p><strong><em>Practical significance. </em></strong><em>The results of the study can be used to improve the forms and methods of crisis communication, to form formation of effective strategies for crisis management in social systems.</em><em></em></p><p><strong><em>Key words: </em></strong><em>problem identification, crisis communication, risk minimization, system viability parameters, social interaction, anti-crisis management tactics.</em></p>
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Henson, Donna. "Noted: The case for crisis communication." Pacific Journalism Review : Te Koakoa 16, no. 1 (May 1, 2010): 230–32. http://dx.doi.org/10.24135/pjr.v16i1.1025.
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This handbooks presents a timely contribution to the growing body of literature on crisis communication. Premised on the belief that the study of crisis communication deserves recognition as a discipline distinct from public relations and corporate communications, this text serves as an early assertion of independence.
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Holdenmajer, Marcin. "Employing new communication methods during the political crises in the 1980s." Dziennikarstwo i Media 12 (August 31, 2020): 43–60. http://dx.doi.org/10.19195/2082-8322.12.4.
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The present article undertook the problem of crisis communication on the basis of the right-wing politicians who assumed office in the 1980s, president Ronald Reagan and prime minister Margaret Thatcher. It focused on political crisis communication, and made an effort to correctly define the term. Two theories were analysed: image repair theory (IRT) created by William Benoit and situation crisis communication theory (SCCT) by Timothy Coombs. However the main purpose of this article was to analyse the phenomenon of establishing and employing new methods of communication during political crises in order to effectively respond to the crises. Thus there was an effort made to coin two new political crisis communication approaches on the basis of the aforementioned topics: “unsmoked communication”and “numerary communication”.
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Susilo, Muhammad Edy, and Prayudi Prayudi. "Crisis Communication During the Covid-19 Pandemic." RSF Conference Series: Business, Management and Social Sciences 1, no. 4 (October 22, 2021): 98–103. http://dx.doi.org/10.31098/bmss.v1i4.312.
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The COVID-19 pandemic has created a global crisis, including in the hotel business. Occupancy rates have fallen drastically as governments around the world put restrictions on mobility. This study focuses more on crisis communication conducted by hotels and does not examine crisis management in general. The purpose of this research is to find out the steps taken by the hotel in crisis communication. This study uses a qualitative research method, where data is collected through in-depth interviews and observation. Data collection took place from February 2021 to July 2021, where the crisis still occurred. The object of research is three five-star hotels in Yogyakarta. The results showed that there were two models of crisis communication, namely isolates and egalitarian. Isolate is when communication results in proletarian solidarity due to poor communication. The hotel with an egalitarian crisis communication model is a hotel with good crisis communication, able to show empathy, and can build employee solidarity in dealing with crises.
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Frandsen, Finn, and Winni Johansen. "Voices in Conflict? The Crisis Communication of Meta-Organizations." Management Communication Quarterly 32, no. 1 (May 15, 2017): 90–120. http://dx.doi.org/10.1177/0893318917705734.
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Crisis communication research has largely focused on investigating crisis response strategies applied by a single organization when aiming to protect its reputation among key stakeholders. Little research has explored the interorganizational dimension of crises, crisis management, and crisis communication, in casu, the role of trade associations. Based on Rhetorical Arena Theory, this article examines two research questions: (1) How do trade associations prepare for crises that may arise for their member organizations and/or for themselves? and (2) How do trade associations communicate during a crisis involving one or more of their members and/or themselves? Do they speak with “one voice,” or do they pursue different strategies? The empirical basis for this research is a case study of how four Danish trade associations representing the clothing industry intervened communicatively when one of their members, Bestseller, faced a double crisis in 2011.
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Garnytė, Greta. "Discourse Analysis of External Crisis Communication in Vinted: Lithuanian and Germany Case." Sustainable Multilingualism 18, no. 1 (May 1, 2021): 140–74. http://dx.doi.org/10.2478/sm-2021-0007.
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Summary Quite many companies or organisations experience smaller or larger crises for an abundance of various reasons and yet a situation is not immediately named a crisis as such, even though the signs are rather clear. That was the case with the crisis communication of Vinted. The research aimed to analyse the external crisis communication in Vinted (as mother company in Lithuania) and Kleiderkreisel (as daughter company in Germany) for the topic is hardly analysed, especially linguistically. The material for crisis communication in Vinted was gathered from the articles in business news portal Verslo žinios (www.vz.lt) and the material for the analysis of crisis communication in Kleiderkreisel was gathered from the official Kleiderkreisel internet forum. It was noticed that the types of crises are different and because of that companies choose different ways for communication, meaning that where and how the company communicates with its community was influenced by the type of crisis itself. Communication of Vinted (statements in Lithuanian language) and Kleiderkreisel (statements in German language) was analysed and compared using the discourse analysis method which later led to recognition of different types of crises and the different crisis communication models that were applied. Due to the reason, that the data of Vinted covers 2016–2017 and the data of Kleiderkreisel covers 2014–2016, it allows to see the outcomes of both cases of crisis and further communication. In 2019 Vinted has received a new investment and became the first Unicorn in Baltic countries. Because the company grows further in the year 2020, it can be presumed that communication and managements strategies applied in the years of crisis were correct.
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James, Oliver, and Robert. "Computer Information Crisis Communication: A Contemporary Examination." SIJ Transactions on Computer Science Engineering & its Applications (CSEA) 7, no. 4 (August 30, 2019): 38–40. http://dx.doi.org/10.9756/sijcsea/v7i4/03010020408.
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Reilly, Anne H. "COMMUNICATION IN CRISIS SITUATIONS." Academy of Management Proceedings 1991, no. 1 (August 1991): 251–55. http://dx.doi.org/10.5465/ambpp.1991.4977003.
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Butcher, James. "A Crisis in Communication." Cadernos de Terapia Ocupacional da UFSCar 22, no. 3 (2014): 461–62. http://dx.doi.org/10.4322/cto.2014.088.
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Pathak, Shubham. "Disaster Crisis Communication Innovations." International Journal of Disaster Response and Emergency Management 2, no. 2 (July 2019): 1–16. http://dx.doi.org/10.4018/ijdrem.2019070101.
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Disaster crisis communication is essential for providing adequate and successful disaster management process during disaster events. This article analyses the disaster communication in Thailand during the 2011 floods. The newspapers and government agencies found it difficult to provide timely and accessible flood information to the public. The methodology involves qualitative analysis of the data collected by questionnaire survey, key informant interviews and print news headlines from three leading newspapers in Thailand. The article involves adoption of structuration theory for analyzing the severe implication and inadequate crisis communication in Thailand during 2011 floods. The findings include the gaps in the disaster communication systems at the government level towards the local community. There is a need to provide user friendly disaster communication system to assist in resilient communities. All channels of communication including television and media, smartphones, open source data and social media must be incorporated in a comprehensive disaster communication system.
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Winerman, Lea. "Social networking: Crisis communication." Nature 457, no. 7228 (January 2009): 376–78. http://dx.doi.org/10.1038/457376a.
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Румянцева and I. Rumyantseva. "Anti-crisis Communication Competence." Administration 4, no. 4 (September 19, 2016): 99–103. http://dx.doi.org/10.12737/22796.
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The article presents the rules of constructive communication that you need to apply in crisis management. These rules are found a lot in common with constructive negotiating techniques. Selected types of communication interactions in a crisis. Using presented in the paper rules, it is proposed that crisis communication competence of executives necessary to successfully manage interactions in the team in today’s economy.
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Foote, Laura M. "Honing Crisis Communication Skills." Journal of Management Education 37, no. 1 (August 21, 2012): 79–114. http://dx.doi.org/10.1177/1052562912455419.
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EID, MAHMOUD, and TOBY FYFE. "Globalisation and crisis communication." Journal of International Communication 15, no. 2 (January 2009): 7–27. http://dx.doi.org/10.1080/13216597.2009.9674748.
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Seeger, Matthew W., Timothy L. Sellnow, and Robert R. Ulmer. "Communication, Organization, and Crisis." Annals of the International Communication Association 21, no. 1 (January 1998): 231–76. http://dx.doi.org/10.1080/23808985.1998.11678952.
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Alifanova, T. I. "Effective Management of Crisis Communications." Management Science 11, no. 3 (October 7, 2021): 61–70. http://dx.doi.org/10.26794/2404-022x-2021-11-3-61-70.
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In a view of the fact that in modern realities of post-industrial information society, the share of intangible assets in the companies' value has significantly increased. The monetized value of an organization's reputation is a part of such assets which is mainly determined by external communications had arised an issue of ensuring reputation security that has become especially relevant. One of justifications for need to apply crisis communication management is also changed direction of modern business. The reason for the change in modern concepts of effective business management was the new criteria for the service sector efficiency, which is a consequence of intense competition inherent in this highly profitable field of activity, which increases the importance of reputation issues. In turn, the abstract concept of a company's reputation is formed by specific parameters that are important for target audiences and are expressed in the numerical characteristics of the value of intangible assets. Considering the fact that intangible assets often make up a significant part of the companies' value and determine their financial performance, the issues of managing the value of these assets represent one of the most responsible tasks of modern management. There is a definition of the concepts of crisis, crisis communication and communication management as an integral component of crisis management of an organization is given in the terminology of leading Russian and foreign academics. The paper shows the successful result which is critically dependent on communication management effectiveness. Thus, the subject of the study is crisis communication management; the goal is to build a model for analyzing the effectiveness of managing crisis communications. The achieving method of that is to use a mathematical apparatus similar to the apparatus of multi-discriminant analysis (MDA) of Professor Edward Altman. The scientific novelty consists in the application of numerical methods for analyzing the effectiveness of crisis communications, and the result is in describing a model for analyzing the effectiveness of managing crisis communications. The use of the model for analyzing effectiveness of crisis communication management would provide an organization with the opportunity not to lose the achieved level of capitalization, provided that the reputation/communication component is effectively used in its crisis management.
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Coombs, W. Timothy, and Sherry J. Holladay. "Communication and Attributions in a Crisis: An Experimental Study in Crisis Communication." Journal of Public Relations Research 8, no. 4 (October 1996): 279–95. http://dx.doi.org/10.1207/s1532754xjprr0804_04.
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Lan, Yajie. "New Dilemma that Social Media Poses for Crisis Communication." Journal of Humanities and Social Sciences Studies 4, no. 3 (September 12, 2022): 268–71. http://dx.doi.org/10.32996/jhsss.2022.4.3.30.
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The popularization of social media has brought about a major change in the whole society. Crisis communication, an increasingly essential subject in a risky society, can not be spared, but not enough attention has been paid to it. The objective of the study is to unveil the impact social media have on crisis communication. By means of literature reading analysis, the author looks into the existing literature and sorts out 3 major differences social media make to crisis communication: the way crises are constructed and spread, the redistribution of discursive power in crisis communication, and instinct features of social media which affect crisis communication. After carefully interpreting, the author comes to the conclusion that social media is playing such a core part in crisis communication that higher demand for crisis communication management ought to be set.
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Minaeva, L. V. "Government communication management during the pandemic." Communicology 10, no. 2 (June 29, 2022): 23–40. http://dx.doi.org/10.21453/2311-3065-2022-10-2-23-40.
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The types of crises that the State witnesses are so complex and multidimensional that anyone who has tried to pigeonhole the functions and activities of crisis communication managers inevitably has noticed that this is no easy job. The Covid-19 pandemic is a very special crisis in the sense that it is a new mass phenomenon which, nevertheless, has specific national features. The article encompasses the various governments’ communication with the general public in seven European countries during the initial stage of the pandemic and the communicative role played by political leaders and state structures within each nation. The paper considers the government crisis communication drawing on the principles of crisis communication theory and shows the extent to which government communication at this period followed the key indicators of effective communication. This study proposes a number of crisis communication models which contribute to the generalization of functions and characteristics of State communication affected by their specific political and cultural contexts.
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Аlifanova, T. I. "Crisis Communications as a Key Factor of Successful Corporate Anti-Crisis Management." Management Science 8, no. 2 (August 11, 2018): 52–63. http://dx.doi.org/10.26794/2404-022x-2018-8-2-52-63.
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The paper reviews crisis communications as the main marketing instrument of corporate anti-crisis management in its operational practice affected by the global oversupply of generic products, free access to data bases and availability of equal technical feasibility of competing agents, which lays special emphasis on intangible assets whose monetary value is proportionate to the quality of external corporate communications. Combining the mechanisms of anti-crisis management, public relations technologies, communication technologies and risk-management techniques in the modern volatile environment, crisis communication management is a generalized instrument which naturally creates the value of intangible assets, hence the company’s goodwill. The article presents the examples of successful use of crisis communications for the increase of their own capitalization by investment and financial organizations, telecommunications companies, internet providers and software developers, i. e. companies specializing in non-tangible assets and relying on the efficient use of crisis communications.
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Galarce, Ezequiel M., and K. Viswanath. "Crisis Communication: An Inequalities Perspective on the 2010 Boston Water Crisis." Disaster Medicine and Public Health Preparedness 6, no. 4 (December 2012): 349–56. http://dx.doi.org/10.1001/dmp.2012.62.
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ABSTRACTObjective: Although the field of crisis risk communication has generated substantial research, the interaction between social determinants, communication processes, and behavioral compliance has been less well studied. With the goal of better understanding these interactions, this report examines how social determinants influenced communications and behavioral compliance during the 2010 Boston, Massachusetts, water crisis.Methods: An online survey was conducted to assess Boston residents' knowledge, beliefs, attitudes, mass and interpersonal communication, and preventive behaviors on emergency preparedness topics dealing with the water crisis. Of a total sample of 726 respondents, approximately one-third (n = 267) reported having been affected by the water crisis. Only data from affected participants were analyzed.Results: Following an order to boil water, 87.5% of respondents refrained from drinking unboiled tap water. These behaviors and other cognitive and attitudinal factors, however, were not uniform across population subgroups. All communication and behavioral compliance variables varied across sociodemographic factors.Conclusions: Crisis communication, in conjunction with other public health preparedness fields, is central to reducing the negative impact of sudden hazards. Emergency scenarios such as the Boston water crisis serve as unique opportunities to understand how effectively crisis messages are conveyed to and received by different segments of the population.(Disaster Med Public Health Preparedness. 2012;6:349-356)
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Tsai, Chun-Hua, Xinning Gui, Yubo Kou, and John M. Carroll. "With Help from Afar: Cross-Local Communication in an Online COVID-19 Pandemic Community." Proceedings of the ACM on Human-Computer Interaction 5, CSCW2 (October 13, 2021): 1–24. http://dx.doi.org/10.1145/3476062.
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Crisis informatics research has examined geographically bounded crises, such as natural or man-made disasters, identifying the critical role of local and hyper-local information focused on one geographic area in crisis communication. The COVID-19 pandemic represents an understudied kind of crisis that simultaneously hits locales across the globe, engendering an emergent form of crisis communication, which we term cross-local communication. Cross-local communication is the exchange of crisis information between geographically dispersed locales to facilitate local crisis response. To unpack this notion, we present a qualitative study of an online migrant community of overseas Taiwanese who supported fellow Taiwanese from afar. We detail four distinctive types of cross-local communication: situational updates, risk communication, medical consultation, and coordination. We discuss how the current pandemic situation brings new understandings to crisis informatics and online health community literature, and what role digital technologies could play in supporting cross-local communication.
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Fuller, Ryan P., and Antonio La Sala. "Crisis Communication Preparedness Practices Among U.S. Charitable Organizations: Results From a National Survey." SAGE Open 11, no. 2 (April 2021): 215824402110145. http://dx.doi.org/10.1177/21582440211014516.
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Organizations should prepare for crises, through identifying crisis concerns, having written crisis communication plans, and designating teams for crisis planning and response, for example. Nonprofit organizations, which represent an important sector of U.S. society, are no different in needing to prepare, but to date, a review of their crisis communication preparedness is lacking. Therefore, a national online survey of 2,005 U.S. charitable organizations was administered to determine nonprofit organizations’ adoption of an anticipatory perspective of crisis management. The anticipatory perspective shifts the organization’s focus from reaction to crises to anticipation of them. According to the survey, 75% of organizations reported at least one organizational crisis in the 24 months prior to taking the survey (circa 2017–2019). Loss of a major stakeholder was the most common organizational crisis that had occurred and the greatest future concern. Most nonprofits (97.5%) reported implementing some crisis communication preparedness tactics. Importantly, charitable organizations can enact communication preparedness tactics without significantly detracting from program delivery. Moreover, given the general concerns within the sector, nonprofit organizations should prepare specifically for loss of a major stakeholder and technologically created crises such as data breaches and negative word of mouth on social media.
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Radhi, Dr Alaa Abd Al Hussein. "Marketing Communications and their Impact on Managing Crises in Tourist Destinations." International Academic Journal of Social Sciences 9, no. 1 (May 16, 2022): 09–20. http://dx.doi.org/10.9756/iajss/v9i1/iajss0902.
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The research topic was chosen as a result of the importance of the topic of marketing communications in the marketing process and tourism organizations alike, and the research problem is focused on the philosophy and impact of marketing communications, its role in restoring tourist destinations during crises, and the research aims to know the relationship between marketing communications and tourist destinations and to know the constraints and problems that hinder organizations Tourism through the application of modern concepts of marketing communications during crises, and the research reached a set of conclusions and recommendations, the most important of which was that the rapid and transparent publication of accurate and available scientific information about the crisis can build public confidence and can be to adopt creative and innovative marketing communication activities and to choose appropriate and sufficient marketing communication tools. Crisis management has a great and successful influence.