Image Repair in Crisis Communication

2021 ◽  
Author(s):  
William L. Benoit
Keyword(s):  
Social Media ◽  
Interpersonal Communication ◽  
Crisis Communication ◽  
Target Audience ◽  
Human Interaction ◽  
Public Communication ◽  
Effective Strategy ◽  
Image Repair ◽  
Image Repair Theory ◽  
Image Repair Strategies

Image repair theory observes that threats to image (for individuals, groups, and organizations, such as companies or countries) are inevitable. Because reputation is important, criticisms usually provoke a response, defense, or image repair message(s). Each attack (each criticism) has two components, offensiveness and blame. Defenses can address either component (e.g., arguing that an act was offensive or rejecting blame for it). Five general strategies and 14 tactics exist for image repair. Perceptions are key in image repair: the audience’s perceived image of the target prompts criticism and attack; the audience’s perceptions of the message influence the effectiveness of a defense. Those who feel impelled to create image repair messages may face one or more audiences; the image concerns of various audiences may overlap or may be different. This means the defender must decide which audiences to address and develop image repair messages with this in mind. One must select one or more image repair strategies that the defender believes will be most effective with the target audience(s) and embed that strategy in one or more messages. Note that a defender should choose the most effective strategy or strategies; adding in more strategies does not necessary improve the defense. The defender must decide which medium or media should be used to get the message(s) to audience(s). Image repair theory was developed to help understand threats to reputation, face, or image. Such threats are commonplace in human interaction, including contexts such as interpersonal communication, public communication, and social media.

scholarly journals Communicating About COVID-19 Crisis: Content Analysis of Image Repair Strategy by The Malaysian Government and Its Association With Public Opinion on Social Media (Preprint)

2021 ◽  
Author(s):  
Nasaai Masngut ◽  
Emma Mohamad
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Public Opinion ◽  
Image Repair ◽  
Significant Positive Association ◽  
Image Repair Theory ◽  
The Media ◽  
The Government ◽  
Malaysian Government ◽  
Image Repair Strategies

BACKGROUND Good leadership image in times of health emergency is paramount to ensure public’s confidence towards government’s ability to manage a crisis. The COVID-19 pandemic has posed an unprecedented challenge for governments worldwide to manage and communicate about the pandemic effectively, while maintaining public trust. OBJECTIVE The aim of this study is to identify types of image repair strategies utilized by the Malaysian government in their communication about COVID-19. The study then analyzes public opinion towards these communication on social media. METHODS Content analysis was employed to analyze 120 media statements and 382 comments retrieved from Facebook page of two mainstream newspapers, Berita Harian and The Star. These samples were collected within a span of 6 weeks prior and during the implementation of Movement Control Order by the Malaysian Government. The media statements were analyzed according to Benoit’s Image Repair Theory to categorize strategies employed in government communication. Public opinion responses were measured using modified lexicon-based VADER sentiment analysis to categorize positive, negative and neutral statements. RESULTS The Malaysian government employed all 5 strategies of the Image Repair Theory in their communication in both newspapers. The strategy most utilized was the reduce offensiveness strategy (62.5%). This is followed by corrective action strategy (25.0%), evading responsibilities (8.3%), denial (3.3%) and mortification (0.8%). This study also found multiple sub-strategies in government media statements including denial, shifting blame, provocation, defeasibility, accident, good intention, bolstering, minimization, differentiation, transcendence, attacking accuser, resolve problem, prevent recurrence, admit wrongdoing and apologize. This study also found that 64.7% of public opinion were positive towards media statements made by the Malaysian government. This study also revealed a significant positive association between Image Repair Strategies utilized by the Malaysian government and public opinion. CONCLUSIONS Communication in the media may assist the government to foster positive support from the public. Suitable image repair strategies could garner positive public responses and help build trust in times of crisis.

scholarly journals Indonesian Crisis Communication Response after Deliberate Forest Fires and Transboundary Haze

2020 ◽  
Vol 36 (4) ◽  
pp. 294-307
Author(s):  
Mohammed Fadel Arandas ◽  
◽  
Loh Yoke Ling ◽  
Keyword(s):  
Forest Fires ◽  
Crisis Communication ◽  
Time Frame ◽  
Negative Influence ◽  
Crisis Response ◽  
Image Repair ◽  
News Stories ◽  
Image Repair Theory ◽  
The Right ◽  
Image Repair Strategies

The issue of deliberate forest fires that set illegally in Indonesia by plantation companies in their slash-and-burn forests to clear lands for lucrative palm oil plantations and its caused transboundary haze became a hot issue for discussion. These fires have a negative influence on Indonesia and its neighbourhood countries, especially on their financial and human resources such as environment, economy, properties, and people. Using the right strategies in responding to any crisis determines the success of its management and coping with that crisis with minimal losses. This study aimed to examine the communication crisis response by Indonesia to this crisis by using image repair theory. Also, this study examined how image repair strategies were used by Indonesia. This study analysed the content of news stories from the website of the New Straits Times newspaper. The time frame of this study was from 2015 to 2019. A total of 87 news stories have pertained to Indonesian response, and 37 stories included image repair strategies. Among the strategies of image repair theory, corrective action strategy was the most dominant with 70%, followed by 10.8% for each shift the blame and attack accuser. The least used strategies were mortification and simple denial with 5.4% and 2.7% respectively. Keywords: Indonesia, crisis communication, image repair, transboundary haze, deliberate fires.

scholarly journals Strategi Image Repair PT HM SAMPOERNA TBK pada peristiwa ‘karyawan pabrik Surabaya positif covid-19’

2020 ◽  
Vol 15 (1) ◽  
pp. 1-18
Author(s):  
Muhammad Ramzy Hasibuan ◽  
Irwansyah Irwansyah
Keyword(s):  
Crisis Communication ◽  
Qualitative Content Analysis ◽  
Press Releases ◽  
Image Repair ◽  
Repair Strategy ◽  
Interesting Study ◽  
Content Analysis Method ◽  
Image Repair Theory ◽  
Strategy Delivery ◽  
Negative Sentiment

The use of Image Repair Theory for companies during crisis communication is an interesting study. It is also applied when several PT HM Sampoerna Tbk factory employees are known to have died due to suffering from COVID-19. This event affected the company's image, especially the negative sentiment on the quality of the products produced due to employees affected by COVID-19. This study analyzes the image repair strategy used by PT HM Sampoerna Tbk through press releases published on the company's official website. The research objective is to analyze message options for organizations to use in times of crisis. The study uses a qualitative content analysis method by analyzing text written in press releases, then putting it into categories that have been determined in the image repair strategy. The results showed PT HM Sampoerna Tbk's inconsistency in using the Reducing Offensiveness strategy, which is often used in types of accident and/or challenge crises, including product damage situations. Excessive use of Reducing Offensiveness must be an organization's concern when conducting crisis communication, especially when the audience has a critical view of the organization. Reducing Offensiveness can be more optimally used by neutral third parties than the organization itself; however, the research results show that PT HM Sampoerna Tbk carries out all strategy delivery.

scholarly journals Indonesian Crisis Communication Response after Deliberate Forest Fires and Transboundary Haze

2021 ◽  
Author(s):  
Mohammed Fadel Arandas ◽  
Loh Yoke Ling
Keyword(s):  
Forest Fires ◽  
Time Frame ◽  
Negative Influence ◽  
Crisis Response ◽  
Image Repair ◽  
News Stories ◽  
Action Strategy ◽  
Image Repair Theory ◽  
The Right ◽  
Image Repair Strategies

The issue of deliberate forest fires that set illegally in Indonesia by plantation companies in their slash and-burn forests to clear lands for lucrative palm oil plantations and its caused transboundary haze became a hot issue for discussion. These fires have a negative influence on Indonesia and its neighbourhood countries, especially on their financial and human resources such as environment, economy, properties, and people. Using the right strategies in responding to any crisis determines the success of its management and coping with that crisis with minimal losses. This study aimed to examine the communication crisis response by Indonesia to this crisis by using image repair theory. Also, this study examined how image repair strategies were used by Indonesia. This study analysed the content of news stories from the website of the New Straits Times newspaper. The time frame of this study was from 2015 to 2019. A total of 87 news stories have pertained to Indonesian response, and 37 stories included image repair strategies. Among the strategies of image repair theory, corrective action strategy was the most dominant with 70%, followed by 10.8% for each shift the blame and attack accuser. The least used strategies were mortification and simple denial with 5.4% and 2.7% respectively.

“Germany Crashes Out of World Cup”: A Mixed-Method Study on the Effects of Crisis Communication on Facebook

2021 ◽  
Vol 35 (1) ◽  
pp. 44-54
Author(s):  
Sonja Utz ◽  
Felix Otto ◽  
Tim Pawlowski
Keyword(s):  
Social Media ◽  
Mixed Method ◽  
Crisis Communication ◽  
Team Member ◽  
Mixed Method Study ◽  
Effective Strategy ◽  
World Cup ◽  
Parasocial Relationships

Using social media for crisis communication has been proposed as an effective strategy because it allows teams to build parasocial relationships with fans. The authors focused on the early elimination of Germany during the 2018 Fédération Internationale de Football Association World Cup to examine the effects of (crisis) communication on Facebook. The authors compared the Facebook posts of the German team, captain Manuel Neuer, and team member Thomas Müller and examined the emoji reactions each received. Although Neuer posted text identical to that of the team, his post received a smaller proportion of angry emoji reactions. Müller received fewer angry reactions than the team, but more than Neuer. The authors also used data from a two-wave panel to study changes in evaluation and parasocial relationships and perceived authenticity as potential mediators. Only the team was evaluated more negatively after the elimination than before. Parasocial relationships mediated the effect of exposure to social media posts on evaluation.

scholarly journals Crisis and Image Repair at United Airlines: Fly the Unfriendly Skies

2018 ◽  
Vol 1 (1) ◽  
pp. 11-26 ◽  
Author(s):  
William Benoit
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Initial Response ◽  
Corrective Action ◽  
Full Potential ◽  
Image Repair ◽  
Image Repair Theory ◽  
United Airlines ◽  
Proper Response

In April 2017, United Airlines had a passenger removed from one of its airplanes. Video of the bleeding man being dragged off through the aisle went viral the next day. United’s initial response attempted to downplay this offensive act (relying primarily on differentiation and mortification, but not really apologizing for this offensive act). This stance provoked outrage and ridicule. This study applies image repair theory (Benoit, 2015) to the discourse in this case study. United’s CEO, Oscar Munoz, was forced to offer a “do-over,” stressing mortification and corrective action that were actually directed to the offensive act. United finally arrived at the proper response, but it came too late to realize its full potential. This essay argues that corrective action can be an important strategy in crisis communication theory; it also explains that social media have changed the crisis situation (with nearly instant and widespread criticism) and compressed the time in which those accused of wrongdoing can respond.

scholarly journals The Use of Social Media Amid Government, Mass Media, and Non Government Organisations Responsibilities Due to Haze Disaster

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Nevrettia Christantyawati
Keyword(s):  
Public Health ◽  
Social Media ◽  
Crisis Communication ◽  
Public Information ◽  
Public Communication ◽  
Government Organization ◽  
Wide Range ◽  
The Government ◽  
Use Of Social Media ◽  
National Disaster

 The haze disaster that have been devastating many regions in Indonesia from July to October 2015, was stated as national tragedy by the Government. As a consequence, there were many cases of public health deterioration.There were many efforts done to tackle this crisis due to provision of public information. In a contrary, there were also many angry public statements and dissatisfaction.This paper will scrutinize the content of using social media, particularly twitter, as various channels and mediums employed in order to cast overwhelming information to public. This is because social media pervasively and easily gets through to wide range of public. It has a high promptness and simplicity in stating effective messaging. The observation conducted through collecting data during the haze have been occuring since July until October 2015. Furthermore, the research will pore over public communication that commited by the National Disaster and Mitigation Guard, Non Government Organization and Mass Media.More over, the research  is part of risk and crisis communication in overcoming the mitigation of haze disaster and due to public health. The outcome will be able to contribute to figure out the tendency of risk and crisis communication patterns in Indonesia.Finally, the conclusion leads to the relevancy of connectivity amid society, state and capitalists in public communication.Keywords : risk and crisis communication, haze disaster, social media.

scholarly journals Komunikasi Krisis Eiger dan Tantangan Perbaikan Reputasi di Era Digital

2021 ◽  
Vol 6 (2) ◽  
pp. 1618
Author(s):  
Ahmad Faiq Syukron
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Image Repair ◽  
Situational Crisis Communication Theory ◽  
Image Repair Theory

Surat Keberatan yang dibuat oleh Eiger justru menjadi sebuah boomerang ketika surat tersebut diunggah oleh seorang Youtuber melalui akun Twitternya @duniadian hingga menjadi trending topic yang kemudian memicu reaksi doxing yang dilontarkan oleh warganet dan memunculkan sebuah krisis bagi Eiger yang merupakan sebuah produsen brand ternama yang sebelumnya mempunyai reputasi yang baik. Dengan menggunakan metode kualitatif deskriptif, penelitian ini mencoba untuk mengidentifikasi dan menjelaskan bagaimana Public Relations dari Eiger menangani krisis tersebut dengan menggunakan strategi tanggap krisis dalam konsep Situational Crisis Communication Theory dan mencoba mengembalikan reputasi baiknya dengan menggunakan konsep Image Repair Theory.

#deflategate: Sports journalism and the use of image repair strategy on Twitter

2018 ◽  
Vol 39 (1) ◽  
pp. 69-82 ◽  
Author(s):  
Mary Lou Sheffer ◽  
Brad Schultz ◽  
Willie Tubbs
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Public Relations ◽  
Conflicts Of Interest ◽  
Image Repair ◽  
Sports Journalism ◽  
Sports Organizations ◽  
Repair Strategy ◽  
Image Repair Strategies

This study investigated how different groups of sports journalists covered the NFL “deflategate” scandal through social media, specifically in terms of employing image repair strategies via Twitter. Image repair strategy is typically used within public relations, but its use within journalism has not been examined. A content analysis revealed that while many journalists employed objective reporting, many others engaged in a variety of repair strategies, notably minimization and stonewalling. Discussion and implications focused on two main issues: conflicts of interest between journalists and sports organizations, and the evolving role of social media in crisis coverage.

scholarly journals Swept to the Shores: An Analysis of Crisis Response Strategies by Canadian Political Leaders in the Aylan Kurdi Crisis

2021 ◽  
Author(s):  
Sara Siddiqi
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Response Strategy ◽  
Image Repair ◽  
Canadian Government ◽  
Response Strategies ◽  
And Performance ◽  
National Reputation ◽  
Image Repair Strategies

Motivation: This MRP explored Stephen Harper and Chris Alexander’s responses to the Aylan Kurdi crisis Canada faced in September 2015. Aylan Kurdi, a three-yearold boy, was found dead and photographed on the Turkish shore, close to where he drowned on September 2, 2015. Tima Kurdi, Aylan Kurdi’s aunt, told the media that the family had been trying to come to Canada through a G5 sponsorship agreement but had been denied entry by the Canadian government. Alexander and the Canadian government were criticized – and a crisis resulted. The crisis was particularly important as it came forward during the 2015 Canadian election, when the Conservative government’s refugee policies gained increasing attention. Arguably, this impacted professional image and reputation, as well as Canada’s national reputation. Purpose: The purpose of this MRP is to identify the types of image repair strategies Chris Alexander and Stephen Harper used to respond to the crisis in terms of both professional and national reputation. Methods: Two video responses were selected for examination; they were representative of Harper’s and Alexander’s initial responses to the Aylan Kurdi Crisis. The videos were chosen based on frequency of words such as: crisis, apologize, tragedy, failure, action, and blame. These words have come up frequently in the literature review conducted for this MRP. A content analysis was conducted for this MRP. Both videos were transcribed and coded to determine the types of crisis response strategies used by these leaders. The strategies examined are categorized into four types: denial, evasion of responsibility, reducing offensiveness, and mortification. Descriptors for each category (or sub-strategies under each category) included shifting the blame, defeasibility, bolstering, and apology. All 15 descriptors were drawn from the works of Coombs and Benoit (based on Image Repair Theory and Situational Crisis Communication Theory). To quantify percentages, the entire numbers of crisis responses were divided the number of times a particular crisis response strategy was used. Results: Results indicated that both Harper and Alexander used crisis response strategies of reducing offensiveness, denial, evasion of responsibility, and mortification. Both leaders mainly focused on reducing offensiveness in terms of transcendence, bolstering, corrective action, and performance history. Through an analysis of their responses, it was evident that both leaders addressed Canada’s national reputation. Conclusion: The findings of this MRP present a key area for further exploration in crisis communication: how nations use image repair strategies to restore a tarnished image.

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