scholarly journals Cadbury and pig DNA: when issue management intersects with religion

2015 ◽  
Vol 20 (4) ◽  
pp. 468-482 ◽  
Author(s):  
Tony Jaques
Keyword(s):  
Public Relations ◽  
Communication Theory ◽  
Community Response ◽  
Response Strategy ◽  
Muslim Country ◽  
Issue Management ◽  
Content Type ◽  
Cross Cultural Communication ◽  
The Face ◽  
Role Of Religion

Purpose – The purpose of this paper is to discuss the evolving role of religion in issue management and introduces a case in Malaysia to examine the emerging corporate risk when western multinationals fall foul of the precepts of Islam. Design/methodology/approach – The paper details events when Cadbury in Malaysia faced online rumours that its locally made chocolate was contaminated by porcine DNA and examines the corporate and community response in the context of issue management, international public relations, cross-cultural communication theory and apologia theory. Findings – The case illustrates that for a multinational company doing business in a Muslim country, an issue response strategy must be based on sound local knowledge and understanding of the religious implications. Practical implications – Although issues in the public arena frequently have a political and legal dimension, a religious element can make issue management even more challenging. Internationalisation of both business and issues has increased the profile of Islamic values, and the case shows the practical effectiveness of a calm and considered response in the face of extreme provocation. Originality/value – While western public relations literature has highlighted cases of strongly held familiar Christian values driving issues onto the national issue management agenda, this paper identifies how Islamic precepts now represent an increasingly important consideration for modern risk and issue managers.

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.

Understanding clients’ experience of trust and distrust in dwelling fit-out projects

2019 ◽  
Vol 26 (3) ◽  
pp. 444-461 ◽  
Author(s):  
Yan Ning ◽  
Minjie Feng ◽  
Jin Feng ◽  
Xiao Liu
Keyword(s):  
Data Sources ◽  
Response Strategy ◽  
Research Strategies ◽  
Cost Performance ◽  
Content Type ◽  
Face To Face ◽  
Multiple Data ◽  
The Face ◽  
Gathering Data ◽  
Proper Balance

PurposeDrawing upon the ambivalence literature, the purpose of this paper is to explore clients’ ambivalence caused by the co-existence of trust and distrust and to investigate how clients respond to the ambivalence.Design/methodology/approachQualitative research strategies using multiple data sources were adopted. Face-to-face interviews were the major method for gathering data. Additional data sources included archival cases, official reports, regulations and rules and survey reports.FindingsThe results identified that clients’ ambivalence occurs in the face of the co-existence of trust and distrust. Clients might trust contractors on certain aspects and distrust of others or when they realize that trust and/or distrust have mixed merits and demerits. As a response strategy to the ambivalence, clients may choose to oscillate between trust and distrust in accordance with contractors’ quality and cost performance.Research limitations/implicationsOne limitation is that dwelling fit-out projects are generally small in size. Parties in small size projects might have different mindsets than large projects. Thus, it is worthwhile to extend the framework to the context of large projects.Practical implicationsManagers or clients should be aware of the double-edged sword nature of trust and distrust. To deal with the ambivalence resulting from co-existence of trust and distrust, a proper balance of trust and distrust might be effective.Originality/valueThis study contributes an ambivalence approach to the trust research in project management.

Crisis communication and terrorism: the Norway attacks on 22 July 2011

2014 ◽  
Vol 19 (1) ◽  
pp. 52-63 ◽  
Author(s):  
Jesper Falkheimer
Keyword(s):  
Public Relations ◽  
News Media ◽  
Crisis Communication ◽  
Media Coverage ◽  
Communication Theory ◽  
Secondary Data ◽  
Strategic Communication ◽  
Linear Process ◽  
Media Analysis ◽  
Content Type

Purpose – The aim of this paper is two-fold: to describe and to consider the implications of the synthesis between terrorism, the media and strategic communication, using the Norway attacks as an example; and to describe and analyze the challenges and execution of crisis communication during and after the Norwegian attacks. Design/methodology/approach – The article is based on earlier research and secondary data (an extensive assessment made by the Norwegian police authority in 2012), as well as a minor media analysis focusing on representation of the perpetrator. An interview with two high-ranking communication officials working for the crisis management coordination secretariat in Norway has served as supplementary material. Findings – The crisis challenged the linear process of standard planning and information transmission. The terrorist attacks in Norway and how they were framed, especially before the perpetrator was identified, are linked to a global discourse on terrorists, and demonstrate the need for developing specific terrorism crisis communication theory. The news media coverage gave the perpetrator and his political messages publicity, but more as a lone disturbed individual, associated with school shootings more than with terrorism. There is a need for increased knowledge about terrorism as strategic communication or public relations. The variety among stakeholders and the increased possibilities for terrorists to control and plan their communications in have implications during all phases of a crisis. New strategies and tactics that oppose and defeat the terrorist's communication goals must be developed. Originality/value – The article views terrorism from a communication perspective and develops important questions about the relationship between terrorism, media, strategic communication and crisis communication.

The role of religious beliefs and practices in disaster

2018 ◽  
Vol 27 (1) ◽  
pp. 74-86 ◽  
Author(s):  
Adisaputri Gianisa ◽  
Loic Le De
Keyword(s):  
Disaster Response ◽  
Religious Beliefs ◽  
Muslim Country ◽  
Positive Role ◽  
Content Type ◽  
Beliefs And Practices ◽  
Response And Recovery ◽  
The Government ◽  
Role Of Religion

Purpose Over the last few years, there has been an increase of research interest on the role of religion in disaster. While some emphasize the positive role of religions during and after disasters, others rather point out that religion may lead to low perception of risk and create a fatalistic attitude in the face of such events. The purpose of this paper is to contribute to the vivid debate on the role of religious beliefs and practices in disaster response and recovery, using the earthquake that hit Padang city in Indonesia in 2009. Design/methodology/approach A review of reports and policy documents published by the government and non-government organizations was done to understand external aid provided during and after the 2009 earthquake. Fieldwork was conducted from April to May 2016 in Padang city. Interviews were done with religious followers and leaders of the Muslim community, as the main religion in the country, and Confucians community, as the biggest minority in the area. Findings Drawing on interviews done with religious followers and leaders, the study highlights that religious beliefs and practices bond local people together and contributed to successful coping with disasters. It also emphasizes that religious communities can fill response and recovery gaps, such as when external intervention is limited. Practical implications Religious beliefs and practices, combined with other mechanisms, should be integrated within disaster risk reduction disaster management and activities as this would help build more resilient communities. Originality/value Indonesia is a country where religion is very important, being the biggest Muslim country worldwide. It is also highly vulnerable to natural-hazards related disasters. Yet, little research has been done in Indonesia on the role of religion during and after disasters. This paper aims to explore the role of religious beliefs and practices in disasters in the area where religion plays an important role in people’s everyday life.

Public relations education in an emerging democracy: the case of Ghana

2018 ◽  
Vol 22 (4) ◽  
pp. 476-489 ◽  
Author(s):  
Esi Eduwaa Thompson
Keyword(s):  
Public Relations ◽  
Data Gathering ◽  
Western World ◽  
Content Type ◽  
Depth Interview ◽  
The Face ◽  
Education In Ghana ◽  
Public Relations Education ◽  
Use Of Social Media ◽  
Emerging Democracy

Purpose The purpose of this paper is to examine how lecturers in public relations (PR) in Ghana are preparing students to be effective practitioners. The study also aims to extend understanding of PR education to an emerging democracy in response to calls for examining how future practitioners are shaped in different contexts. Design/methodology/approach The paper adopted a qualitative open-ended key informant in-depth interview approach with 12 purposively sampled PR lectures in accredited higher education institutions in Ghana. Findings PR education in Ghana is shaped by the local socio-political and economic context and influenced by western approaches. The opportunity to teach PR at the diploma level (prior to a bachelor’s level) provides another layer of PR training. Extensive use of social media in Ghana suggests that more focus should be placed on teaching about the strategic use of these technologies in industry. In the face of real challenges, under-resourced lecturers find ways to appropriate and provide students with skills needed for industry. Research limitations/implications The use of a qualitative data gathering method suggests that this study should be considered an introduction into PR education in Ghana, which requires further investigation with generalizable samples. Originality/value This study profiles PR education in Ghana. It also responds to calls to examine the preparation of future practitioners in different context beyond the western world.

A strategic approach to sports crisis management

2019 ◽  
Vol 20 (3) ◽  
pp. 407-429 ◽  
Author(s):  
Danielle LaGree ◽  
Douglas Wilbur ◽  
Glen T. Cameron
Keyword(s):  
Public Relations ◽  
Crisis Management ◽  
Media Coverage ◽  
National Football League ◽  
Well Being ◽  
Crisis Response ◽  
Response Strategy ◽  
Content Type ◽  
Strategic Approach ◽  
The Impact

Purpose Using the National Football League (NFL) concussion crisis context, the purpose of this paper is to provide sports marketers with a strategic approach to sports crisis management through consideration of crisis media coverage and organizational reputation. Design/methodology/approach An online experiment assessed the impact of two crisis response strategies, fan involvement and exposure to crisis media coverage on emotional response, corporate message credibility, crisis perception and perceived corporate reputation. Findings The accident response strategy was associated with more favorable perceptions of the NFL and corporate message credibility. Sports fan involvement facilitated more favorable perceptions of the NFL’s reputation, while exposure to media coverage of the NFL’s crisis created negative perceptions of the NFL’s reputation. Exposure to media coverage of the NFL concussion crisis increased feelings of anger, which in turn decreased perceptions of corporate message credibility. Research limitations/implications A limitation for this study is the specific crisis scenario that was used. The NFL concussion crisis is different from other crisis types in that it does not directly impact the audience’s well-being, but instead affects their perceptions of an iconic institution. Practical implications In light of study findings, it is suggested that sports marketers consider the following when dealing with crises: carefully determine proper framing methods when crafting a crisis response as different response types affect consumers in different ways; leverage public relations (PR) practices by engaging in media monitoring to inform an appropriate crisis response to control the narrative; and examine forces exernal of the organization that influence consumer emotions, paying special attention to feelings of anger as anger negatively impacts consumer perceptions of corporate credibility. Originality/value This paper addresses sports crisis strategy from both marketing and public relations perspectives. It describes how strategic efforts protect a sports organization’s reputation, thus increasing marketing effectiveness.

“Silence” as a strategy during a corporate crisis – the case of Volkswagen’s “Dieselgate”

2019 ◽  
Vol 29 (4) ◽  
pp. 921-939 ◽  
Author(s):  
Stefan Stieglitz ◽  
Milad Mirbabaie ◽  
Tobias Kroll ◽  
Julian Marx
Keyword(s):  
Social Media ◽  
Public Perception ◽  
Communication Theory ◽  
Corporate Strategy ◽  
Crisis Response ◽  
Response Strategy ◽  
Content Type ◽  
Response Strategies ◽  
Media Channels ◽  
Corporate Crisis

Purpose The purpose of this paper is to investigate the communication behaviour on Twitter during the rise of a preventable corporate crisis. It aims to contribute to situational crisis response strategies, and to broaden the authors’ understanding of legitimacy management. In September 2015, Volkswagen’s (VW) emission scandal became public and caused debates also in social media. By applying complementing tools of data analysis to the Twitter communication around the “Dieselgate” crisis, this study unfolds a field of tension between corporate strategy and public perception. Design/methodology/approach The authors collected Twitter data and analysed approximately 2.1m tweets relevant to the VW crisis. The authors approached the data by separating the overall communication in peak and quiet phases; analysing the peaks with social network analysis techniques; studying sentiments and the differences in each phase; and specifically examining tweets from VW’s corporate accounts with regard to the situational crisis communication theory (SCCT) and legitimacy. Findings VW’s very few tweets were not able to reduce the emotionality and sentiment of the ongoing Twitter discussion. Instead, even during quiet phases, the communication remained rather negative. The analysis suggests that VW followed a strategy not covered by SCCT, i.e. keeping silent. Practical implications The discovered strategy of keeping silent extends the SCCT and is linked to legitimacy management. Learnings from this study help decision makers to put social media response strategies into practice to swiftly recover from crises or refrain from certain strategies to avoid further reputational damage. Social implications Examining the underlying communication patterns of a crisis case with societal magnitude such as “Dieselgate” helps sensitising customers and executives to utilise social media channels more comprehensible in future crises. Originality/value The study uncovers the unconventional and yet barely addressed crisis response strategy of a global enterprise while devising unique realisations for practitioners and communication researchers. It contributes to existing knowledge about situational crisis response strategies, and broadens the authors’ understanding of legitimacy management in times of social media ubiquity.

Managing political crisis: an interactional approach to “image repair”

2012 ◽  
Vol 16 (3) ◽  
pp. 264-279 ◽  
Author(s):  
Göran Eriksson ◽  
Mats Eriksson
Keyword(s):  
Public Relations ◽  
Public Image ◽  
Political Crisis ◽  
Image Repair ◽  
Media Criticism ◽  
Repair Work ◽  
Content Type ◽  
Public Relations Practitioners ◽  
Image Repair Theory ◽  
The Face

PurposeThe purpose of this paper is to extend the image repair theory by focusing on the largely ignored context of the face‐to‐face communication. The paper offers an exploratory study of how image repair work is carried out in interviews with politicians in the context of press conferences.Design/methodology/approachThe paper combines theoretical reflections with two qualitative case studies of press conferences of Swedish politicians. These press conferences were held to manage the challenge posed to the politicians’ public image by the media criticism. The analytical frame employed in this study is Conversation Analysis (CA).FindingsThe way journalists act during interviews and how they pose questions have noticeable consequences for the accused actor's image repair work. Image repair strategies like “apologizing” and “mortification” during the speech section of a press conference tend to be more effective as they give the accused greater opportunities to take control of the interaction.Research limitations/implicationsDue to the exploratory nature of this interactional approach and the fact that the analysis involves only two cases, the findings must be seen as provisional.Practical implicationsThe knowledge of how journalists construct a question is of high relevance for crisis communication and image repair work, and therefore of high value of public relations practitioners.Originality/valueThe interactional approach to image repair offers a new theoretical frame for the understanding of crisis management in interview situations. The approach especially highlights the importance of journalists’ questions in image repair work.

Public relation activities in Islamic banking industry

2018 ◽  
Vol 9 (2) ◽  
pp. 283-295 ◽  
Author(s):  
Mohamed Asmy Bin Mohd Thas Thaker ◽  
Hassanudin Bin Mohd Thas Thaker ◽  
Anwar Bin Allah Pitchay
Keyword(s):  
Public Relations ◽  
Economic Model ◽  
Value Orientations ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Cultural Economic ◽  
Content Type ◽  
Banking Institutions ◽  
Role Of Religion

Purpose This paper aims to examine the role of religion in influencing the public relations activity of Islamic banking institutions in Malaysia by adopting circuit of culture (COC) model as theoretical framework. Design/methodology/approach A narrative analysis is used in this study. This analysis has basically involved the application of symbolic interactionist tenets to respective websites and relevant documents of Islamic banks in Malaysia. Findings The paper has identified six Islamic value orientations elements, especially respect for religious authority, affinity with the past, fatalism, communal kinship, attachment to the eternal life and spirituality and idealism relative to public relations practice among the Islamic banks in Malaysia. The study finds that the respective banks are embedded with Islamic values in their communication tools that reflect public relations activity. Research limitations/implications The theme of value orientations that have been generated and used in this study are constantly in flux. There are some other orientations that might be affecting the cultural value of public relations activities of Islamic banking in Malaysia. Furthermore, these value orientations are less effective in identifying dominating cultural factors that can be amended with situational flexibility, as the current study focuses on Malaysian context. Future research is required by incorporating a quantitative means of testing and measuring the effectiveness of website by using cultural-economic model for building. Practical implications The study suggests that public relations researchers should not ignore the vital relationship between religion and public relations activity. The findings of this paper provide Islamic banking institutions to improve and enhance their public relations activity. Originality/value This paper offers an additional literature related to public relations activity by using cultural-economic model. While previous studies have focused on product, brand matters and organization behavior to define cultural and public relation, very little research has been focused on the role of religion in determining public relations activity and cultural pattern. Indeed, no study has been focused explicitly on public relations activity of Islamic banks in Malaysia using COC.

Associated change in plantar temperature and sweating after transthoracic endoscopic T2–3 sympathectomy for palmar hyperhidrosis

2001 ◽  
Vol 95 (1) ◽  
pp. 58-63 ◽  
Author(s):  
Han-Jung Chen ◽  
Cheng-Loong Liang ◽  
Kang Lu
Keyword(s):  
Skin Temperature ◽  
Temperature Change ◽  
The Body ◽  
Palmar Hyperhidrosis ◽  
Compensatory Sweating ◽  
Content Type ◽  
Postoperative Changes ◽  
The Face ◽  
The Difference ◽  
Fine Print

Object. Transthoracic endoscopic T2–3 sympathectomy is currently the treatment of choice for palmar hyperhidrosis. Compensatory sweating of the face, trunk, thigh, and sole of the foot was found in more than 50% of patients who underwent this procedure. The authors conducted this study to investigate the associated intraoperative changes in plantar skin temperature and postoperative plantar sweating. Methods. One hundred patients with palmar hyperhidrosis underwent bilateral transthoracic endoscopic T2–3 sympathectomy. There were 60 female and 40 male patients who ranged in age from 13 to 40 years (mean age 21.6 years). Characteristics studied included changes in palmar and plantar skin temperature measured intraoperatively, as well as pre- and postoperative changes in plantar sweating and sympathetic skin responses (SSRs). In 59 patients (59%) elevation of plantar temperature was demonstrated at the end of the surgical procedure. In this group, plantar sweating was found to be exacerbated in three patients (5%); plantar sweating was improved in 52 patients (88.1%); and no change was demonstrated in four patients (6.8%). In the other group of patients in whom no temperature change occurred, increased plantar sweating was demonstrated in three patients (7.3%); plantar sweating was improved in 20 patients (48.8%); and no change was shown in 18 patients (43.9%). The difference between temperature and sweating change was significant (p = 0.001). Compared with the presympathectomy rate, the rate of absent SSR also significantly increased after sympathectomy: from 20 to 76% after electrical stimulation and 36 to 64% after deep inspiration stimulation, respectively (p < 0.05). Conclusions. In contrast to compensatory sweating in other parts of the body after T2–3 sympathetomy, improvement in plantar sweating was shown in 72% and worsened symptoms in 6% of patients. The intraoperative plantar skin temperature change and perioperative SSR demonstrated a correlation between these changes.

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