scholarly journals Organizational and Institutional Crisis Management

2021 ◽  
Author(s):  
Sanneke Kuipers ◽  
Jeroen Wolbers
Keyword(s):  
Science Communication ◽  
Crisis Response ◽  
Organizational Crisis ◽  
Attribution Of Responsibility ◽  
Perceived Performance ◽  
Best Response ◽  
Short Period ◽  
Organizational Crises ◽  
Organization Science ◽  
Crisis Type

Research on organizational crisis emanates from multiple disciplines (public administration, international relations, political science, organization science, communication studies), yet basically argues that three main categories of crises exist: • Crises in organizations: often tangible, immediate threats or incidents that completely upset an organization’s primary process or performance, while both cause and problems are more or less confined to the organization and those affected by its malperformance. • Crisis to the organization: a threat or damage occurs outside of the organization at hand but implicates the organization by attribution of responsibility or culpability (for causing the problems or allowing them to occur). • Crisis about the organization, or institutional crisis: even without a tangible threat or damage, in a short period of time the organization’s perceived performance deficit becomes so deeply problematic that the organization itself is subject to intense scrutiny and criticism. Previously agreed-on values and routines, the structure, and policy philosophy of the organization are no longer seen as adequate or legitimate. The three types of organizational crises tend to have not only different causes but also different implications as to the commensurate crisis response, both functionally and politically. There is no single best response to organizational crises: appropriate responses are both commensurate to the crisis type at hand and to different phases of a crisis. Still, discerning between crisis typologies opens a research agenda to provide a better understanding of the relation between the internal and external dynamics of a crisis.

Major League Missteps: How MLB Mishandled the Astros Cheating Scandal

2021 ◽  
pp. 216747952110431
Author(s):  
Emily A. Spackman ◽  
Christopher Wilson ◽  
Brendan Gwynn ◽  
Kris Boyle
Keyword(s):  
Social Media ◽  
Communication Theory ◽  
Major League Baseball ◽  
Crisis Response ◽  
Negative Consequences ◽  
Attribution Of Responsibility ◽  
News Sources ◽  
Major League ◽  
Crisis Type

Major League Baseball (MLB) has been criticized for its handling of the Astros’ cheating scandal. Researchers used a case study method to test whether Situational Crisis Communication Theory (SCCT) should be expanded to include collaborative brand attack (CBA) as a crisis type. Researchers used traditional and extended SCCT to analyze MLB’s crisis response to determine which version fit best. Data were triangulated from sports news sources, MLB’s official statement and Twitter account, and social media influencer and stakeholder posts. Researchers asked which SCCT response MLB used and whether it was effective with stakeholders. Because of poor history, MLB’s accidental crisis response mismatched the level of stakeholder attribution of responsibility. Another question examined the role of social media. Major League Baseball underestimated the role of social media and SM influencers and, by underutilizing its Twitter feed, left stakeholders to attribute greater responsibility to MLB. Two final questions asked whether SCCT should be updated to include the CBA crisis type and whether it applied in this case. The results indicate the negative consequences of crisis/response mismatch and indicate that CBA should be incorporated into SCCT to address social media influence. This is the first known study to apply CBA in a sports context.

scholarly journals Organizational Image Repair Tactics and Crisis Type: Implications for Crisis Response Strategy Effectiveness

2018 ◽  
Vol 1 (2) ◽  
pp. 225-252 ◽  
Author(s):  
John Gribas ◽  
James DiSanza ◽  
Nancy Legge ◽  
Karen Hartman
Keyword(s):  
Relative Effectiveness ◽  
Past Research ◽  
Crisis Response ◽  
Response Strategy ◽  
Future Research ◽  
Organizational Crisis ◽  
Image Repair ◽  
Organizational Image ◽  
Situational Variables ◽  
Crisis Type

Existing models of organizational crisis response effectiveness provide useful insights but are limited in terms of offering a guide for practitioners dealing with actual crisis situations. This analysis examines the relative effectiveness of image repair tactics based on differences in root causes of crisis events. Results suggest that certain image repair tactics are seen as the most and the least effective regardless of crisis type. At the same time, there were some differences across crisis types that could guide practitioner tactic choices. Limited results here and in past research raise questions about whether image repair tactic effectiveness can be usefully mapped to situational variables, such as audience or crisis type. This article concludes with discussion on this matter and suggestions for future research.

scholarly journals A CONTENT ANALYSIS OF “MALAYSIAN-LAHAD DATU” CRISIS AND CRISIS RESPONSES IN ETHNIC NEWSPAPERS IN MALAYSIA

2019 ◽  
Vol 4 (17) ◽  
pp. 132-143
Author(s):  
Manimegalai Ambikapathy ◽  
Hasmah Zanuddin
Keyword(s):  
Content Analysis ◽  
Communication Theory ◽  
News Coverage ◽  
Analysis Data ◽  
Crisis Response ◽  
Attribution Of Responsibility ◽  
Response Strategies ◽  
News Sources ◽  
Significant Difference ◽  
Crisis Responses

This research was to examine the portrayal of crisis response strategies in Malaysian local vernacular printed dailies in covering terrorism crises which is the Lahad Datu crisis in Malaysia. The researcher relied on Situational Crisis Communication Theory (SCCT) and Framing theory to identify the news coverage and appropriate solutions through newspaper framing. Five variables were identified by the researcher in examining crisis response strategies such as news category, news slants, news framing, news sources and portrayal of visuals. Through quantitative content analysis, data revealed that the solution category was portrayed by Nanban daily, but Sin Chew focused on the problem category. For the news slants, Sin Chew daily framed negative slants of news most but Nanban daily portrayed issues in positive slants. In measuring the news frame, both dailies focused more on the attribution of responsibility frame. In examining the crisis response strategies, the researcher found, justification crisis response was portrayed predominantly but there is a significant difference between two different vernacular dailies in the portrayal of justification crisis response followed by concern crisis response. Kruskal Wallis’s test revealed that there is a significant difference in the portrayal of concern response between two dailies however, both newspapers having significant associations in portraying compensation crisis response.

The impact of culture on the construal of organizational crisis: perceptions of crisis in Dubai

2015 ◽  
Vol 20 (3) ◽  
pp. 310-325 ◽  
Author(s):  
Valerie Priscilla Goby ◽  
Catherine Nickerson
Keyword(s):  
United Arab Emirates ◽  
Arabian Gulf ◽  
Initial Study ◽  
Future Research ◽  
Organizational Crisis ◽  
Communication Management ◽  
Content Type ◽  
Organizational Crises ◽  
Research Stream ◽  
The Impact

Purpose – Despite the rising significance of the Arabian Gulf on the global corporate landscape, research is lacking in the area of organizational crisis communication. The purpose of this paper is to present a preliminary contribution to this gap in the form of an initial investigation of the conceptualization of crisis among female Emirati nationals in Dubai. Design/methodology/approach – With reference to Pearson and Clair’s (1998) list of organizational crises, the authors designed a survey to elicit perceptions of crises, their severity, and their likelihood of occurring in the United Arab Emirates; the authors administered this survey to 105 female Emirati respondents. Given the heavy delineation of gender roles that exists in the region, the authors limited this initial study to a single gender, women. The authors discuss the crises respondents identified as most severe and most likely to occur in the country in terms of culture, Islamic values, and business in Dubai. Findings – Responses indicate that perceptions of crisis differ vastly from those that typically obtain in western countries and that particular religious and cultural factors influence these perceptions. Research limitations/implications – Given the divergence between the construal of crisis in the Gulf and in western contexts, further investigation of how organizational crisis is perceived and responded to in Gulf contexts is warranted to inform corporate communication management in a region whose economic influence is increasingly important. Future research also needs to investigate a broader sample, including male respondents, in order to construct a framework of culture and crisis in the region. Practical implications – As more MNCs are attracted to Dubai, and other Gulf cities, it is imperative that they are well informed of the differing perceptions of, and reactions to, potential crises that may affect them directly or indirectly. Originality/value – The present study is the first the authors know of that assesses how organizational crises are perceived in a Gulf context. It brings to the fore certain particularities that could serve as hypotheses for an innovative research stream. While it is an exploratory study, it highlights salient issues that can be formulated into hypotheses in further research.

Mired in deception: escalating an environmental disaster in Colombia

2018 ◽  
Vol 39 (2) ◽  
pp. 39-46 ◽  
Author(s):  
Orlando E. Contreras-Pacheco ◽  
Cyrlene Claasen
Keyword(s):  
Environmental Impacts ◽  
Design Methodology ◽  
Crisis Response ◽  
Environmental Damage ◽  
Organizational Crisis ◽  
Environmental Disaster ◽  
Content Type ◽  
Response Strategies ◽  
The Subject ◽  
Practical Implications

Purpose This paper aims to analyze concealment and deception in self-defeating organizational crisis response strategies and the possible consequences of their adoption on a company’s reputation. It represents an example of where every guideline to address stakeholders after a crisis was dismissed. Design/methodology/approach This paper investigates a major environmental incident that took place in Colombia in 2013 and studies how the responsible company responded to the incident through the examination of company reports, media statements and national and international newspaper articles. Findings The analysis shows that in addition to environmental damage, the company’s reputation was affected by the way the company responded during this crisis. Research limitations/implications The outcomes highlight the importance of the manner in which a crisis response is managed, as these types of mistakes often aggravate reputational damage. Practical implications This paper is an invitation for companies to be quick, consistent and transparent with their responses when facing their stakeholders in moments of crisis. Not doing so may aggravate not only social but also economic and environmental impacts. Originality/value Contrary to other contributions on the subject, this study implies that a misleading crisis response, including concealment and deception, can be an even greater challenge to a company’s reputation than the crisis itself.

scholarly journals Benefit/risk framing (Technology Coverage)

10.34778/2zl ◽  
2021 ◽  
Author(s):  
Gwendolin Gurr ◽  
Julia Metag
Keyword(s):  
Media Coverage ◽  
Science Communication ◽  
Causal Attribution ◽  
Research Question ◽  
Time Frame ◽  
Problem Definition ◽  
Attribution Of Responsibility ◽  
Frame Element ◽  
The Media ◽  
Risk And Benefit

In order to identify interpretative patterns in the media coverage of technology, researches apply the variable risk and benefit framing. Risk and Benefit Framing is being measured differently; some studies use one variable, other studies use several variables to measure it. Either way, the variable is used to investigate to what extent either risks or benefits dominate the discourse and thus whether a positive or negative impression of a technology is given. In addition, it is analyzed how benefits and risks are portrayed, for example with regards to specificity and magnitude (Strekalova 2015) or how the ratio of risks and benefits changes over time or differs among different media (Donk, Metag, Kohring, & Marcinkowski 2012).   Field of application/theoretical foundation: The variable risk and benefit framing is often based on Entman’s framing approach, which is frequently applied in quantitative content analyses on various topics. In media content analyses, the framing concept, however, is understood and applied differently, which is the case also for the analysis of technology coverage. In addition to risk and benefit frames, thematic or issue frames are applied including risks and/or benefits as possible frames among others (e.g. Weaver et al. 2009). Yet, some analyses are based on the assumption that a frame is a specific, unique pattern of a text composed of several elements (Kohring & Matthes 2002; Matthes & Kohring 2008). These elements are (a) problem definition, (b) causal attribution of responsibility, (c) moral judgment of the protagonists and their actions, and (d) treatment recommendations (Entman 1993, p. 52). Following this inductive approach, these elements are coded as single variables. After coding, frames are identified statistically by testing for relational patterns between the frame elements (Kohring & Matthes 2002; Matthes & Kohring 2008).   References/combination with other methods of data collection: In media effects research, it can be of interest whether the frames analyzed in the media coverage are recognized by recipients and how they affect their attitudes towards a topic, which can be tested by means of surveys or experiments among recipients.   Example studies: Strekalova (2015); Donk et al. (2012)   Information on Strekalova, 2015 Authors: Yulia A. Strekalova Research question/research interest: “How do elite and regional U.S. newspapers cover nanomedicine? How was the news about nanomedicine framed by the U.S. newspapers?” Object of analysis: U.S. newspapers (3 national quality newspapers: The New York Times, The Washington Post, The Wall Street Journal; 3 regional newspapers: Los Angeles Times, The Boston Globe, The Houston Chronicle) Time frame of analysis: 1990-September 30, 2013   Information on Donk et al., 2012 Authors: André Donk, Julia Metag, Matthias Kohring, Frank Marcinkowski Research question/research interest: The framing of nanotechnology in German print media Object of analysis: 9 German daily newspapers and weekly magazines (Financial Times Deutschland, Frankfurter Allgemeine Zeitung, Frankfurter Rundschau, Süddeutsche Zeitung, taz, Die Welt, Focus, Der Spiegel, die Zeit) Time frame of analysis: 2000 bis 2008 Codebook: placed at disposal   Information about variable   Authors Variable name/definition Level of analysis Values   Scale level   Reliability Strekalova (2015) Risk and Benefit Frames (in addition: magnitude and specificity of risks and benefits)   article   benefits only risks only benefits and risks no benefits or risks nominal intercoder reliability: .86 (range: .72-.95)   Donk, Metag, Kohring & Marcinkowski (2012) Nanotechnology Frames: variables with frequency ≥5% for 7 categories representing 4 frame elements Categories for frame element “problem definition”: Main topic Evaluation of benefits Evaluation of risks Variables “main topic”: Scientific research medical implementation implementation in information and communication technology (ICT) economy overview of nanotechnology Variables “Evaluation of benefits”: medical benefits scientific benefits economic benefits Variables “Evaluation of risks”: Medical risks Categories for frame element “Causal attribution of responsibility”: Protagonist responsible for benefits Protagonist responsible for risks Variables “Protagonist responsible for benefits”: Scientist economic protagonist nanotechnology Variables “Protagonist responsible for risks”: Nanotechnology Category for frame element “Moral judgement”: Evaluation of nanotechnology Variables: Positive evaluation/acceptance negative evaluation/acceptance Category for frame element “Treatment recommendation”: Call for regulation/support Prospects Variables: Risk regulation Prospects Positive prospects article   nominal R = .87 Pi = .79     References Strekalova, Yulia A. (2015): Informing Dissemination Research. In: Science Communication 37(2), 151–172. Donk, André; Metag, Julia; Kohring, Matthias; Marcinkowski, Frank (2012): Framing Emerging Technologies. In: Science Communication 34(1), 5–29.    Further References Entman, R. M. (1993). Framing: Toward clarification of a fractured paradigm. Journal of Communication, 43, 51­58. Kohring, M., & Matthes, J. (2002). The face(t)s of biotech in the nineties: How the German press framed modern biotechnology. Public Understanding of Science, 11, 143­154. Matthes, J., &, Kohring, M. (2008). The content analysis of media frames: Toward improving reliability and validity. Journal of Communication, 58, 258­279.

scholarly journals A Female Leadership Trust Advantage in Times of Crisis: Under What Conditions?

2019 ◽  
Vol 43 (2) ◽  
pp. 215-231
Author(s):  
Corinne Post ◽  
Ioana M. Latu ◽  
Liuba Y. Belkin
Keyword(s):  
Women Leaders ◽  
Leadership Behaviors ◽  
Female Leadership ◽  
Relational Leadership ◽  
Organizational Crisis ◽  
Female Leaders ◽  
Leadership Qualities ◽  
Organizational Crises ◽  
Behavioral Trust ◽  
Relational Behaviors

We examined differences in trust for men and women leaders who adopt relational behaviors during an organizational crisis. We addressed two important shortcomings of previous research. First, we independently manipulated leader gender and leader relational behaviors (interpersonal emotion management) to identify their separate and interacting influences on trust outcomes, which may lead to a leadership advantage for women. Second, we examined how uncertainty about crisis outcomes affects the strength of this advantage. We operationalized trust as both evaluative and behavioral (investment in a company led by the leader). We found support from two experiments with women and men ( N = 412 and N = 400) for the idea of a female leadership trust advantage in times of crisis. And we showed that the advantage is uniquely attributable to female leaders’ use of relational behaviors and is manifested only when crisis consequences are known. We observed these effects for both evaluative trust (Studies 1 and 2) and behavioral trust (Study 2). We invite more research on the conditions that contribute to the female leadership advantage, the gendered nature of leadership behaviors during organizational crises, and the relational leadership qualities that help restore trust in organizations during uncertain times. Additional online materials for this article are available on PWQ’s website at http://journals.sagepub.com/doi/suppl/10.1177/0361684319828292

Understanding emotionally involved publics

2016 ◽  
Vol 21 (4) ◽  
pp. 465-482 ◽  
Author(s):  
Jeesun Kim ◽  
Yan Jin
Keyword(s):  
Management Practice ◽  
Product Category ◽  
Crisis Response ◽  
Future Research ◽  
Content Type ◽  
Product Categories ◽  
Crisis Type ◽  
Main Effects ◽  
A Company ◽  
Crisis Situations

Purpose The purpose of this paper is to examine the interplay of crisis type and felt involvement as well as product category on publics’ anger toward the company and empathy for the victims. Design/methodology/approach This study uses an experiment based on a 2 (crisis type: accident vs transgression) × 2 (publics’ felt crisis involvement: high vs low) × 2 (product category in crisis: food-related vs technology-related) mixed design. Findings Differential main effects on emotions were detected in different consumer product crises. One of the most interesting findings in this study was the main effects of high felt involvement over low felt involvement in strong feelings of anger toward a company and empathy for the victims in both food- and technology-related crisis situations. There was an interaction effect between crisis type and product category on feelings of anger toward a company. Participants in the food-related crisis condition reported more anger when exposed to a transgression crisis than an accident crisis. Research limitations/implications Future research needs to study other important crisis emotions and to measure them with multiple items instead of a single item. It would be useful to find out what combinations among crisis variables would produce interaction effects to better understand how different publics’ emotions are inducted and processed in different crisis situations. Practical implications The role of felt involvement on public emotions may not be product category specific, but rather be affectively influential across different product categories. From the standpoint of crisis management practice, the main contribution of the present study is to provide empirical evidence that crisis communication managers could use the level of publics’ felt crisis involvement to better predict publics’ emotions that are likely to be felt and displayed in crisis situations. Originality/value This study investigates the crisis-generated discrete emotions as a function of crisis type and felt involvement. Felt involvement should be considered as an important construct due to its potential consequences on publics’ emotions and their behaviors beyond perceptions of crisis responsibility. Crisis response messages should be strategically developed with a consideration of the interplay of crisis type, publics’ felt involvement, and product categories.

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