The effect of issue obtrusiveness, issue congruence, and response strategies on the acceptance of crisis communication messages

2015 ◽  
Vol 25 (3) ◽  
pp. 307-326 ◽  
Author(s):  
Heewon Cha ◽  
Jee Won Suh ◽  
Jangyul Robert Kim
Keyword(s):  
Crisis Communication ◽  
Response Strategies ◽  
Issue Obtrusiveness

Organisations' conversations in social media: applying dialogue strategies in times of crises

2014 ◽  
Vol 19 (1) ◽  
pp. 10-33 ◽  
Author(s):  
Stefania Romenti ◽  
Grazia Murtarelli ◽  
Chiara Valentini
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Theoretical Framework ◽  
Crisis Response ◽  
The Body ◽  
Research Approach ◽  
Crisis Communications ◽  
Content Type ◽  
Response Strategies ◽  
Body Of Knowledge

Purpose – The aim of this paper is to develop and test a theoretical framework, grounded in managerial and organisational theories of dialogue, through which organisations can take decisions in relation to the most appropriate crisis response strategies for handling social media stakeholders. Design/methodology/approach – The theoretical framework is developed through a conceptual analysis of literature on dialogue, social media and crisis communication. The theoretical framework is then tested in eight different international organisations experiencing a crisis. For each case, different web contents, such as organisations' status updates/posts, links, videos published on Facebook, Twitter, and YouTube, were analysed using a rhetorical research approach. Findings – The analysed organisations apply different online dialogue strategies according to crisis types and in combination with specific crisis response strategies. Most of the organisations investigated carry on those dialogue strategies suitable to develop consensus (concertative), guide conversations on specific topics or issues (framing), find solutions to the crisis collectively (transformative). Concertative strategies were often associated with informative crisis response strategies, framing strategies with denial and justification crisis response strategies and transformative strategies with corrective actions. Research limitations/implications – By using a dialogic perspective in setting up online conversations with their external stakeholders, the paper proposes a theoretical model to explain companies' decisions in carrying on online dialogues during critical situations and thus contribute to the body of knowledge on online crisis communications. Practical implications – The proposed model can support crisis communicators to manage dialogue's aims and dimensions differently by taking into account both contextual and situational conditions. Originality/value – By integrating management studies on dialogue into crisis communication and social media literature, the authors intend to offer an alternative thinking of organisations' decision-making in relation to crisis response strategies and social media stakeholders.

scholarly journals An Experimental Designs For The Impact Of Attributed Organization Crisis Responsibility On Halal Organization Image As Mediated By Crisis Response Strategy

2019 ◽  
Vol 8 (5C) ◽  
pp. 731-739
Keyword(s):  
Crisis Communication ◽  
Crisis Response ◽  
Experimental Designs ◽  
Response Strategy ◽  
Response Strategies ◽  
Crisis Response Strategy ◽  
Halal Food ◽  
The Impact ◽  
The Relationship ◽  
Survey Questionnaires

In Malaysia, food crises related with Halal issues is becoming an imperative issue among Halal consumer with organizations facing crisis that have been suspected to sell NonHalal food products. This type of crisis has the potential to damage the organization image. Therefore, the adoption of appropriate crisis response strategy is needed in order to manage this outcome. In crisis communication field, experimental designs start to be adopted by many of researchers thus shift away from using the case studies. This phenomena occur due to the experimental research provides more understanding on the relationship and consequences of the crisis stimuli. Therefore, this research develop an experimental designs that using 3x3 between subjects factorial design, utilizing survey questionnaires as the instrument in order to investigate the crisis response strategies that most successfully accommodate the level of organization crisis responsibility perceived by the halal food consumer that will impact the organization image. In this research crisis response strategy will mediated the relationship between the organization crisis responsibility and organization image

How the Interplay of Consumer-Brand Identification and Crises Influences the Effectiveness of Corporate Response Strategies

2020 ◽  
pp. 232948841989822
Author(s):  
Liang Ma
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
The Self ◽  
Brand Identification ◽  
Online Experiment ◽  
Corporate Response ◽  
Situational Crisis Communication Theory ◽  
Response Strategies ◽  
Consumer Reactions ◽  
Practical Implications

Consumer-brand identification (CBI) establishes when consumers use the defining attributes of a brand to define themselves. This study examines whether and how CBI influences the effectiveness of corporate response strategies suggested by the situational crisis communication theory in preventable crises and whether this influence is moderated by a threat to the self-defining attributes shared between consumers and a brand. A total of 868 consumers of two brands took part in an online experiment. CBI increases the effectiveness of corporate response strategies at mitigating negative consumer reactions. Response strategies are even more effective when a crisis does not threaten the shared defining attributes. Additionally, compensation is the strategy that really reduces consumers’ negative reactions, instead of apology strategy. More theoretical and practical implications were discussed.

Crisis Management, and Charismatic Leadership Communication as Antecedents to the Organizational Reputation

2021 ◽  
Vol 12 (3) ◽  
pp. 2948-2958
Author(s):  
Tariq Saeed Khalfan Barshoud Almarshoodi Et.al
Keyword(s):  
Attribution Theory ◽  
Crisis Communication ◽  
Communication Theory ◽  
Charismatic Leadership ◽  
Statistical Technique ◽  
Crisis Response ◽  
Leadership Communication ◽  
The Public ◽  
Response Strategies ◽  
Internal Stakeholders

The aim of this study is to measure employees’ perceptions of UAE police’s reputation. Even though these perceptions are formed in the public domain, this study focused on the public sector employees’ evaluation of the Commission’s reputation and credibility. This is solely because they work in it and will be directly affected by negative perceptions, as evident in most alternative media and blogs. Like many other organizations, employees and other internal stakeholders know the organization better than the outsiders, so measuring their perceptions is essential. This study attempts to reflect how UAE police, through its charismatic leadership communication and organizational credibility, earns the trust and confidence of its employees in times of crisis, which is further reflected in its reputation. The present study chooses the situational crisis communication theory to develop its theoretical framework. Originating in attribution theory, the SCCT has been widely used in crisis communication research to test the link between crisis situation and crisis response strategies. The study has employed the SEM-PLS is statistical technique for the analysis of the data. The findings of the study have provided support to the hypothesized results.

Voices in Conflict? The Crisis Communication of Meta-Organizations

2017 ◽  
Vol 32 (1) ◽  
pp. 90-120 ◽  
Author(s):  
Finn Frandsen ◽  
Winni Johansen
Keyword(s):  
Crisis Communication ◽  
Crisis Response ◽  
Clothing Industry ◽  
Communication Research ◽  
Trade Associations ◽  
Response Strategies ◽  
Key Stakeholders ◽  
Research Questions

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.

scholarly journals When is silence golden? The use of strategic silence in crisis communication

2019 ◽  
Vol 24 (1) ◽  
pp. 162-178 ◽  
Author(s):  
Phuong D. Le ◽  
Hui Xun Teo ◽  
Augustine Pang ◽  
Yuling Li ◽  
Cai-Qin Goh
Keyword(s):  
Crisis Communication ◽  
English Language ◽  
Communication Theory ◽  
Crisis Response ◽  
Organizational Image ◽  
Content Type ◽  
Response Strategies ◽  
Image Repair Theory ◽  
Future Events

Purpose Scholars have discouraged using silence in crises as it magnifies the information vacuum (see Pang, 2013). The purpose of this paper is to argue for its viability and explore the type of silence that can be used. Design/methodology/approach Eight international cases were analyzed to examine how silence was adopted, sustained and broken. Findings The findings uncovered three intention-based typologies of strategic silence: delaying, avoiding and hiding silences. Among such, avoiding/hiding silence intensified crises and adversely affected post-silence organizational image when forcefully broken, while delaying silence helped preserve/restore image with primary stakeholders if successfully sustained and broken as planned. Research limitations/implications First, these findings may lack generalizability due to the limited number of cases studied. Second, local sentiments may not be fully represented in the English-language news examined as they may be written for a different audience. Finally, a number of cases studied were still ongoing at the time of writing, so the overall effectiveness of the strategy employed might be compromised as future events unfold. Practical implications A stage-based practical guide to adopting delaying silence is proposed as a supporting strategy before the execution of crisis response strategies. Originality/value This is one of the few studies to examine the role of silence in crisis communication as silence is not recognized as a type of response in dominant crisis theories – be it the situational crisis communication theory or the image repair theory (An and Cheng, 2010; Benoit, 2015; Benoit and Pang, 2008; Xu and Li, 2013).

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