scholarly journals Crisis Communication

2017 ◽  
Author(s):  
Audra Diers-Lawson
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Organizational Factors ◽  
Crisis Response ◽  
Reputation Management ◽  
Theoretical Development ◽  
Critical Factors ◽  
Response Factors ◽  
Factors Affecting ◽  
Security Issues

For organizations, crises are pervasive, difficult to keep quiet in today’s global multimedia environment; they are challenging, potentially catastrophic; they can even be opportunities for organizations to thrive and emerge stronger. Crises come in many shapes and sizes including media blunders, social media activism, extortion, product tampering, security issues, natural disasters, accidents, or negligence, just to name a few. The first research on crisis communication appeared in 1953, and since then the field has grown steadily. However, in the last five to six years there has been an explosion of theoretical development, international engagement, methodological diversity, and topic diversity within the field to reflect the growing multinational and multiplatform environment in which organizations and people interact. Therefore, in order to understand the field of crisis communication, as a public relations and management function, it is important to focus on the critical factors that affect our understanding of the concept and proliferation of research and practice in the area. There are five critical factors that drive our understanding and research in crisis communication: (1) issues and reputation management as crisis mitigation and prevention, (2) crisis types in a modern global environment, (3) organizational factors affecting crisis response, (4) stakeholder factors affecting crisis response, and (5) response factors to consider in crisis response. In addition, it will review the critical trends in crisis communication research, challenges within the field, and resources for further development.

Interrelationships of factors causing delays in the relocation of utilities

2016 ◽  
Vol 23 (3) ◽  
pp. 349-368 ◽  
Author(s):  
Aneetha Vilventhan ◽  
Satyanarayana N. Kalidindi
Keyword(s):  
Construction Projects ◽  
Cognitive Mapping ◽  
Organizational Factors ◽  
Mapping Technique ◽  
Critical Factors ◽  
Content Type ◽  
Factors Affecting ◽  
Lack Of Information ◽  
Underground Utilities ◽  
The Impact

Purpose – Relocation of utilities is a major source of delay in Indian infrastructure projects. This delay is particularly critical in road and bridge construction projects. The purpose of this paper is to identify the various factors and also the interrelationships between the factors which influence the delays in the relocation of utilities. Design/methodology/approach – Case studies were conducted on 11 road and bridge projects in India with varying levels of complexity and size. Factors causing relocation delays were identified using computer aided qualitative analysis methodology. Cognitive mapping technique was used to map the interrelationships between the factors and to identify the critical delay factors. Findings – Factors affecting delays were identified across two groups, namely, technical and organizational factors. The study offers insights into the kinds of interactions of factors that can lead to delays in a project. The critical factors causing delays were identified as slow response from utility agencies, difficulty in identification of underground utilities, lack of information on underground utilities and conflict between agencies. Research limitations/implications – The limitations of the study are that the interview respondents are not evenly distributed among the type of organizations which may have induced some bias in responses. The impact of the utility relocation delays on the overall project delay has to be detailed further. Practical implications – The interrelationships between factors has the potential to help the officials of highway department, contractors, utility agencies and others understand how various interactions/linkages of factors contributes to delays in utility relocations. Recommendations are provided for the practical use and to reduce the impact of delays. Originality/value – Utility relocation has received very little attention in the extant literature and this paper seeks to contribute to knowledge in this area by identifying the linkages between factors and the critical factors of utility relocation delays in India.

scholarly journals “I Feel a Deep Sense of Responsibility for the People we have Hurt…” – Explicit Stance Attribution in Crisis Communication Contested

2014 ◽  
Vol 13 (1) ◽  
Author(s):  
Edyta Rachfał
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Academic Discipline ◽  
Interdisciplinary Approach ◽  
Crisis Response ◽  
Persuasive Communication ◽  
Person Plural ◽  
Linguistic Resources ◽  
The People ◽  
First Person Plural

AbstractThe theme ofcrisis, and consequently ofcrisis response, has been extensively studied within the disciplines of crisis communication (see Rachfał (2013a) for an overview of crisis communication as an independent academic discipline and its place among other allied sub-disciplines of public relations) and public relations with the aim of protecting organisations or reducing the damage caused by a crisis episode (Fediuk, Pace and Botero, 2010). Nowadays, with the growing recognition of crisis response as persuasive communication there is a need for an interdisciplinary approach which would help researchers understand the effects that crisis messages have on the perceptions and behaviours of stakeholders. Therefore, this paper seeks to bridge the aforementioned disciplines and examines crisis from the perspective of linguistics. Thus, it analysesgrammatical stance-marking devices(Biber, et al., 1999), which might provide insights into how speakers manipulate linguistic resources for persuasive purposes. The paper focuses onexplicit stance attributionand explores how the first-person plural pronounweis used in crisis response to alter the stakeholders’ perceptions concerning people and events. The analysis draws on statements issued in 2011 by people in top public positions in the wake of the phone-hacking scandal at theNews of the World.

Commentary—Space is Hard: Using Social Media for Selective Investigative Disclosure as a Multi-faceted Crisis Communication Strategy to Achieve Technical Transparency

2021 ◽  
pp. 232948842097860
Author(s):  
Eric D. Waters ◽  
Scott C. D’Urso
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Theory ◽  
High Reliability ◽  
Crisis Response ◽  
Communication Strategy ◽  
Reputation Management ◽  
Response Options ◽  
Situational Crisis Communication Theory

In this commentary, we note that situational crisis communication theory (SCCT) provides useful guidelines for an organization to protect its reputation during a crisis. However, when a high reliability organization (HRO) faces a crisis, openness often supersedes reputation management as a priority as maintaining the public’s trust is paramount. Unfortunately, SCCT in its present form does not account for this distinction. With the present research, we seek to extend SCCT by offering additional crisis response options for HROs which further explicate the evolving role of social media in providing an effective crisis response. A content analysis of 18 tweets and eight website updates, released by a private spaceflight corporation, allows us to offer investigative disclosure as a new crisis response category and technical transparency as a new crisis response objective. We propose a nuanced view that situates investigative disclosure as an antecedent to corrective action.

Does public segmentation matter in crisis communication? The interplay between public segmentation and crisis response strategies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Taylor Jing Wen ◽  
Jo-Yun Li ◽  
Baobao Song
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Safety Issue ◽  
Crisis Response ◽  
Response Strategy ◽  
Content Type ◽  
Public Relations Practitioners ◽  
Response Strategies ◽  
Modest Contribution

PurposeThis study situates in the context of Chipotle's food safety issue and seeks to understand how their primary customers perceive their crisis response messages after learning of the outbreaks. The current study incorporates the framework of situational crisis communication theory (SCCT; Coombs, 2007) and public segmentation model (Rawlins, 2006) to understand the effectiveness of crisis response messages. It aims to examine the role of public segmentation in situational crisis communication and investigate the effects of three crisis response strategies according to SCCT on different public segments.Design/methodology/approachThe SCCT provides guidelines for understanding the effectiveness of different crisis response strategies. The current study showcases the importance of public segmentation in the SCCT model through the lens of stakeholder theory. A 3 (crisis response strategy: deny, diminish, rebuild) × 4 (public segment: advocate, dormant, adversarial, apathetic) factorial experiment was conducted.FindingsThe findings suggest that advocate public expressed more positive evaluation about the company when exposed to rebuild and deny strategies. Both dormant and adversarial stakeholders reported positive responses on rebuild and diminish strategies. However, no difference was found among apathetic public.Originality/valueThe researchers attempt to make a modest contribution in this direction by reporting results from an empirical experiment that examined the effects of crisis response strategies on different public segments. The findings suggest an effective message tailoring approach to target different public segments. Thus, the results of this study are expected to benefit relevant corporations and public relations practitioners.

scholarly journals STRATEGI KOMUNIKASI KRISIS PUBLIC RELATIONS PT. LION MENTARI AIRLINES DALAM MERESPON KASUS KECELAKAAN PESAWAT LION AIR JT610

2019 ◽  
Vol 2 (2) ◽  
pp. 116-134
Author(s):  
Muhammad Thoyib Amali
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Qualitative Method ◽  
Communication Theory ◽  
Crisis Response ◽  
Press Release ◽  
Public Attention ◽  
Response Strategies ◽  
A Company ◽  
Descriptive Qualitative

AbstrakLion Air penerbangan JT610 yang beroperasi dari Jakarta ke Pangkal Pinang jatuh 13 menitsetelah lepas landas pada 29 Oktober 2018 lalu menewaskan seluruh penumpang dan awakpesawat yang berjumlah 189 orang. Kecelakaan ini menyebabkan krisis yang menjadi perhatianpublik terhadap maskapai penerbangan yang telah banyak dikeluhkan oleh pelanggan terkaitmanajemen pelayanan mereka. Menggunakan metode kualitatif deskriptif berdasarkanSituational Crisis Communication Theory (SCCT) dengan data yang dikumpulkan melaluidokumen berupa press release dan pemberitaan terkait kecelakaan tersebut, penelitian inimencoba mengidentifikasi dan mendeskripsikan bagaimana Public Relations PT. Lion MentariAirlines sebagai perusahaan yang mengoperasikan pesawat Lion Air menciptakan strategi untukmengelola dan menangani krisis tersebut. Hasil dari penelitian ini menunjukkan bahwa PublicRelations PT. Lion Mentari Airlines menggunakan gabungan strategi respon krisis primer antarastrategi pengurangan (diminish) dan strategi pembangunan kembali (rebuild). Selain itu merekajuga menggunakan strategi respon krisis sekunder berupa strategi memuji (ingratiation) danstrategi korban (victimage).Kata kunci: Komunikasi Krisis, Lion Air, Public Relations, Respon Krisis, SCCT. AbstractLion Air Flight JT610 that operated from Jakarta to Pangkal Pinang crashed 13 minutes aftertakeoff on 29 October 2018, killing all 189 people on board. This accident causing crisis thatdrawing public attention towards the airlines that has been complained a lot by their customersabout their services management. Using descriptive qualitative method based on SituationalCrisis Communication Theory (SCCT) on data that collected through press release and newsrelated to the accident, this research tries to identify and describe how Public RelationsDepartment of PT. Lion Mentari Airlines, a company that operates Lion Air airlines creatingstrategies to manage and handle the crisis. This study shows that Public Relations Departmentof PT. Lion Mentari Airlines uses a combination of primary crisis response strategies betweendiminish strategies and rebuild strategies. In addition, they also used secondary crisis responsestrategies in the form of ingratiation strategies and victimage strategies.Keywords: Crisis Communication, Crisis Response, Lion Air, Public Relations, SCCT.

scholarly journals Public Relations Strategy Analysis Crisis Communications

2021 ◽  
Vol 2 (3) ◽  
pp. 1-8
Author(s):  
Liyana Ansharah Zimal ◽  
Attaf Awamiri Aysar
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Data Gathering ◽  
Crisis Response ◽  
Crisis Communications ◽  
Strategy Analysis ◽  
Empirical Examination ◽  
Planning Stage ◽  
Communication Plan ◽  
Public Reaction

Crisis communication is the exchange of information between an organization and its constituents during and after the occurrence of a crisis. This research employs a descriptive technique and a qualitative method. Techniques for data gathering include observation, interviewing, and documenting. The aim of this research is to conduct an empirical examination of the execution of strategies and supporting and inhibiting variables in crisis communication in public relations. The findings of this research suggest that a crisis communication plan should be suitable and swift in order to overcome public reaction and avoid a protracted crisis communication. Communication in Times of Crisis Pre-Crisis management is carried out by Public Relations, namely in the preparation (Planning) stage, which includes the establishment of a Public Relations team responsible for providing information, a clean-up and executive summery formation team, and Crisis-Response, namely the manufacturing stage. Press releases, clarifications, establishing stakeholder and media relations, and finally, Post-Crisis, namely the advancement of Public Relations not only to improve the company's image but also to improve performance, press conferences, and dissemination of publications are also implemented to improve things in the short and long term through programs

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