Entering new territory: A study of internal crisis management and crisis communication in organizations

2012 ◽  
Vol 38 (2) ◽  
pp. 270-279 ◽  
Author(s):  
Winni Johansen ◽  
Helle K. Aggerholm ◽  
Finn Frandsen
Keyword(s):  
Crisis Management ◽  
Crisis Communication ◽  
Communication In Organizations

scholarly journals Crisis Communication Preparedness Practices Among U.S. Charitable Organizations: Results From a National Survey

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110145
Author(s):  
Ryan P. Fuller ◽  
Antonio La Sala
Keyword(s):  
Nonprofit Organizations ◽  
Crisis Management ◽  
Crisis Communication ◽  
Online Survey ◽  
Word Of Mouth ◽  
Negative Word ◽  
Organizational Crisis ◽  
Crisis Planning ◽  
Charitable Organizations ◽  
Major Stakeholder

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.

scholarly journals RITUAIS ANTICRISES: como as organizações se preparam para situações adversas de imagem

2018 ◽  
Vol 4 (6) ◽  
pp. 926-943
Author(s):  
Luiz Alberto De Farias ◽  
Sergio Andreucci
Keyword(s):  
Public Opinion ◽  
Public Relations ◽  
Crisis Management ◽  
Organizational Identity ◽  
Crisis Communication ◽  
National Market ◽  
Palabras Clave ◽  
The Press

O artigo descreve os rituais e as estratégias de relações públicas utilizadas pelas assessorias de comunicação de empresas e organizações dos diversos segmentos, atuantes no mercado nacional, realizadas por meio de ações, programas e planos estruturados de gestão de crises.  Analisa ainda as vulnerabilidades da identidade, imagem e reputação organizacionais, os processos narrativos, as táticas aplicadas, a preparação dos porta-vozes, a função dos comitês de crises, a efetividade na intermediação das relações entre as organizações e a imprensa e as suas interfaces com a opinião pública.   PALAVRAS-CHAVE: relações públicas; crise; comunicação; opinião pública; reputação.     ABSTRACT The article describes the rituals and strategies of public relations used by the communication advisors of companies and organizations of the various segments, operating in the national market, through actions, programs and structured plans of crisis management. It also analyzes the vulnerabilities of organizational identity, image and reputation, narrative processes, tactics applied, preparation of spokespersons, the role of crisis committees, effectiveness in mediating relations between organizations and the press and their interfaces with public opinion.   KEYWORDS: public relations; crisis; Communication; public opinion; reputation.     RESUMEN El artículo describe los rituales y las estrategias de relaciones públicas utilizadas por las asesorías de comunicación de empresas y organizaciones de los diversos segmentos, actuantes en el mercado nacional, realizadas a través de acciones, programas y planes estructurados de gestión de crisis. Se analizan las vulnerabilidades de la identidad, imagen y reputación organizativas, los procesos narrativos, las tácticas aplicadas, la preparación de los portavoces, la función de los comités de crisis, la efectividad en la intermediación de las relaciones entre las organizaciones y la prensa y sus interfaces con la opinión pública.   PALABRAS CLAVE: relaciones públicas; crisis; la comunicación; opinión pública; reputación.

scholarly journals Corporate crises in the digital world: what went wrong with Chipotle?

2021 ◽  
Author(s):  
Stephanie McGuinty
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Digital Media ◽  
Crisis Communication ◽  
The United States ◽  
Theoretical Frameworks ◽  
Online Data ◽  
Digital World ◽  
Management Plans ◽  
Corporate Crisis

The practice of crisis communication has evolved since the rise of digital technologies and social media. Defined as an unexpected and non-routine event with high levels of uncertainty, crisis management plans and strategies are essential for organizations’ successes. Failure to strategically manage crises through both traditional and digital media may result in significant damages and losses. This MRP examines a recent corporate crisis - the case of Chipotle Mexican Grill during the 2015-2016 E. coli outbreak across the United-States - and looks at how the social media strategy (namely Twitter) influenced the outcome of the case. Using a combination of data analytics, company financials, and theoretical frameworks, this research brings to light the importance of measuring online data, and makes suggestions on how companies may use social media to manage various types of crises. Keywords: crisis communication, crisis theory, crisis management, crisis strategies, image repair, social media, crisis and technology, brand equity

Commentary—A Dimon in the Rough: Apologetic Crisis Management at JPMorgan Chase

2020 ◽  
pp. 232948842093230
Author(s):  
Keith M. Hearit ◽  
Lauren Berkshire Hearit
Keyword(s):  
Crisis Management ◽  
Crisis Communication ◽  
Corrective Action ◽  
Actional Legitimacy

When companies are caught in a crisis, the need to deliver a defense in order to salvage their damaged reputation is an ongoing challenge. Drawing from actional legitimacy and apologia theory, this article examines corporate use of crisis communication through a case study surrounding Jamie Dimon, CEO at JPMorgan Chase. Dimon found himself in a crisis from 2012 to 2013 when a so-called “London Whale” made a series of trades that cost the company $6 billion U. S. Dollars, and raised serious questions over Dimon’s judgment and ability to lead JPMorgan Chase. In particular, we argue that the restoration of actional legitimacy centers around strategies of mortification, (corrective) action, justification, and authorization.

scholarly journals Advice on Communicating During Crisis: A Study of Popular Crisis Management Books

2019 ◽  
Vol 57 (2) ◽  
pp. 260-276
Author(s):  
Finn Frandsen ◽  
Winni Johansen
Keyword(s):  
Public Relations ◽  
Crisis Management ◽  
Crisis Communication ◽  
The United States ◽  
Practice Research ◽  
The United Kingdom ◽  
Organizational Crises ◽  
Academic Publications ◽  
Research And Education ◽  
Message Strategies

In this study, we investigate a sample of 15 popular crisis management books (PCMBs), written by crisis consultants and published between 1986 and 2018 in the United States or in the United Kingdom. The aim of the study is to examine (1) how the authors of PCMBs position themselves in front of their readers, clients, and competitors, including public relations professionals and academics; (2) how they understand and present organizational crises and the practice of crisis management and crisis communication as their field of expertise; and (3) how they promote this expertise using various types of message strategies and rhetorical packaging. The findings of the study reveal that PCMBs are more diverse than expected and that they cover important aspects of crisis management often neglected by academic publications. The article concludes with some implications for practice, research, and education.

scholarly journals Vývoj komunikačního prostředí simulátoru na podporu řešení krizových situací

2020 ◽  
Vol 19 (2) ◽  
pp. 60-67
Author(s):  
Jiří Barta ◽  
◽  
Jiří Kalenda
Keyword(s):  
Czech Republic ◽  
Crisis Management ◽  
Crisis Communication ◽  
Large Scale ◽  
Crisis Preparedness ◽  
Real Situation ◽  
The Czech Republic ◽  
Simulation Tools ◽  
Form Part ◽  
Considerable Impact

Exercises of the crisis management authorities, which test and verify both plans and capabilities, form part of the crisis preparedness. This article deals with the preparation and implementation of the exercise of crisis management authorities in the Czech Republic. The first part of the article deals with the preparation and putting into practice of crisis preparedness training using software and simulation tools and selected modules, tested at the gas supplies breakdown of large scale. Next part of the article focuses on the training of the crisis management bodies, describing all preparation and implementation phases. The results of the exercise were applied in an evaluation, which detected problems in the field of crisis communication. The exercises tested a simulator, which is being developed. This simulator allowed to record communication and thereby to create conditions similar to the real situation. Simulation has a considerable impact on preparedness due to the possibility to test and verify plans and capabilities of included bodies, identify deficiencies and create an environment for improvements.

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