A Critical Analysis Of USAir's Image Repair Discourse

1997 ◽  
Vol 60 (3) ◽  
pp. 38-57 ◽  
Author(s):  
William L. Benoit ◽  
Anne Czerwinski
Keyword(s):  
Image Restoration ◽  
Case Studies ◽  
Corporate Reputation ◽  
Crisis Communication ◽  
Media Coverage ◽  
Critical Analysis ◽  
Image Repair ◽  
Before And After

Faced with a crisis, what can a business say? Crisis communication literature tends to focars on what to do before and after a crisis and on the kinds of crises corporations face. Less attention is given to the options available within mes sages about a crisis. The theory of image restoration provides a useful key to composing such messages. This article applies the theory to one case study in image repair discourse: USAir's response to media coverage of the crash of one of its aircraft in Pittsburgh in 1994. Introducing such case studies in the classroom helps students to understand the basic tenets of persausion in the highly charged context of repairing a corporate reputation after an attack.

scholarly journals A New Educational Thermodynamic Software to Promote Critical Thinking in Youth Engineering Students

2019 ◽  
Vol 12 (1) ◽  
pp. 110 ◽  
Author(s):  
Miguel Romero Di Biasi ◽  
Guillermo Eliecer Valencia ◽  
Luis Guillermo Obregon
Keyword(s):  
Critical Thinking ◽  
Case Studies ◽  
User Interfaces ◽  
Cognitive Skills ◽  
Engineering Students ◽  
Graphical User Interfaces ◽  
P Value ◽  
Before And After ◽  
Level Of Significance

This article presents the application of a new educational thermodynamic software called MOLECULARDISORDER, based on graphical user interfaces created in Matlab® to promote critical thinking in youth engineering students, by means of the energy and entropy balance application in different systems. Statistics of the results obtained by the youth students are shown to determine the influence of the software in a regular course in thermodynamics to promote critical thinking. Two case studies were done by the students, where parameters such as temperature of the fluid and metal surfaces, pressure of the system, mass of the fluid and solid, volume, and velocity of the fluid are used to obtain output variables such as enthalpy, entropy, changes in entropy, entropy production, and energy transfer in the chosen system. Four cognitive skills were considered to evaluate the cognitive competencies of interpreting, arguing and proposing, and interacting with the different graphical user interfaces; these cognitive skills (CS) were argumentative claim (CS1), modeling (CS2), interpreting data/information (CS3), and organization (CS4). Student´s T-test was used to compare the degree of difficulty of each criterion. The case studies were evaluated first without using the software and then with the use of the software to determine the significant effect of the software quantitatively. A population of 130 youth students was taken to perform the statistical analysis with a level of significance of 5%. With the help of the software, the students obtained an improvement when performing case study 1 since the p-value obtained was 0.03, indicating that there are significant differences between the results before and after taking the software. The overall averages of the grades for case study 1 had an increase after using the software from 3.74 to 4.04. The overall averages for case study 2 were also higher after taking the software from 3.44 to 3.75.

Nationalism Versus Animal Rights: A Semantic Network Analysis of Value Advocacy in Corporate Crisis

2015 ◽  
Vol 54 (4) ◽  
pp. 408-430 ◽  
Author(s):  
Aimei Yang ◽  
Shari R. Veil
Keyword(s):  
Network Analysis ◽  
Animal Rights ◽  
Media Coverage ◽  
Semantic Network ◽  
Business Communication ◽  
Communication Research ◽  
Semantic Network Analysis ◽  
Before And After ◽  
Corporate Crisis

This case study provides an illustrative example of how nationalism can be exploited to shift media attention in a crisis involving international organizations. Semantic network analysis is used to explore the relationships among different meanings packaged in a corporation’s value advocacy messages. The semantic network analysis shows the semantic structure of the value advocacy messages and maps the structure of media coverage before and after the advocacy messages were released. The findings indicate that the value advocacy campaign effectively diversified the focus of media coverage. Implications for business communication research and practice are provided.

Becoming an Entrepreneur

2000 ◽  
Vol 1 (1) ◽  
pp. 33-43 ◽  
Author(s):  
W. Ed McMullan ◽  
K. H. Vesper
Keyword(s):  
Case Studies ◽  
Personal Development ◽  
Single Case ◽  
Entrepreneurship Education ◽  
Education Programme ◽  
Structured Interview ◽  
Complete Understanding ◽  
Know How ◽  
Before And After

A single case study of a student was elaborated upon to illustrate the process of change through education. By choosing to study a graduate who had minimal background preparation and minimal interest in entrepreneurship before the education programme, the researchers have attempted to address some of the limits of change possible through entrepreneurship education. A structured interview was used to provide the initial ‘before and after’ account, after which extended and repeated probing was employed as the primary tool for exploring the personal development process involved. The case history was then used as a basis for developing a model of personal development required to make the transition from non-entrepreneur to entrepreneur. This case study was further intended to illustrate some of the relative merits of conducting in-depth case analysis over survey research in the domain of entrepreneurship education. Without in-depth case studies of individuals it is hard to know how much entrepreneurship programmes can change individuals. The possibility remains that entrepreneurship programmes just take potential entrepreneurs and give them a few more tools. Case studies of the change process can provide educators with a more complete understanding not only of what changes are possible within the confines of an education programme, but also of what programme interventions are more likely to produce the desired changes.

scholarly journals The effect of face-to-face communication on editorial stance: a case study of the 2010 Liberal Express tour

2021 ◽  
Author(s):  
Michelle Anne MacLeod
Keyword(s):  
Media Coverage ◽  
Digital Age ◽  
Party Leader ◽  
Liberal Party ◽  
Face To Face ◽  
Or Groups ◽  
Invitational Rhetoric ◽  
Before And After ◽  
Setting Theory

This Major Research Paper explores the value of face-to-face communication in a digital age by examining the effect of face-to-face communication on media coverage. The author outlines the theoretical components of agenda-setting theory, presentation theory, and invitational rhetoric to illustrate the process by which individuals or groups compete to gain attention and power, and the role that face-to-face communication can play to persuade. This theory is examined with a political case study of the Liberal Party of Canada’s cross-Canada bus tour in July and August of 2010. The author provides a discourse analysis of newspaper editorials published in Ontario, Canada before and after then-Party Leader Michael Ignatieff visited. The author observes that the tone of media coverage is more favourable after face-to-face communication with citizens and journalists took place, suggesting that face-to-face communication is an effective tool for politicians in a digital age.

scholarly journals Threat perception in online anti-migrant speech: a Slovene case study

2020 ◽  
Vol 8 (1) ◽  
pp. 66-91
Author(s):  
Rok Chitrakar
Keyword(s):  
Media Coverage ◽  
Critical Analysis ◽  
Popular Media ◽  
Threat Perception ◽  
Online Discourse ◽  
The Core ◽  
Online Comments

The aim of this article is to describe the perception of refugees as a threat in Slovene online discourse, based on a critical analysis of commenters’ re­sponses to popular media posts at the height of the European migrant crisis. The proposition of the study is that the perception of migration as a threat is at the core of socially unacceptable discourse (SUD), portraying refugees and migrants as an undesirable and potentially dangerous presence. Within the framework of a comprehensive project examining public responses to media coverage of the arrival of migrants to Slovenia, online comments classified as SUD targeting refugees were extracted and annotated to reveal the recur­ring themes of threat perception. The analysis focused on describing the main categories of threat, as well as the various discursive features and strategies employed. Although the approach to observing this subject is essentially qual­itative, a general case-specific overview of the frequency and distribution of identifiable categories is also given.

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 Samsung’s crisis communication response: Ineffective response strategies across traditional and social media platforms

2021 ◽  
Author(s):  
Bethlehem Dejene
Keyword(s):  
Social Media ◽  
Image Restoration ◽  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Corporate Image ◽  
Depth Analysis ◽  
Restoration Strategies ◽  
High Level

When reports surfaced in 2016 of complications with Samsung’s latest product release, the Galaxy Note 7, Samsung faced a significant threat to its corporate image. This MRP explores Samsung’s traditional and social media crisis responses to the explosions of consumers’ Note 7 devices. Through an in-depth analysis of Samsung’s traditional media newspaper apology ads and press statements, coupled with audience comments about the brand on YouTube, this case study analyzes how the brand incorporated two prominent theories of crisis communication, Situational Crisis Communication Theory (SCCT) and Image Restoration Theory (IRT). Through a study of Samsung’s traditional crisis response, a newspaper apology advertisement and three website press statements, this case study uncovers which strategies of SCCT and IRT were practiced. Specifically, this research study highlights image restoration strategies such as corrective action, mortification, and minimization. Similarly, the corporation wrongfully employed diminish strategies, opposed to rebuild strategies which coupled with the vague language and inconsistency of the information shared in its communications response to emerge public reactions, with consumers refusing to purchase their products in the future. However, due to its high level of reputational capital as a world class smartphone distributor, in just nine months’consumers recommitted their loyalty to organisation had recuperated its once tarnished image.

Becoming an entrepreneur: A participant's perspective

2000 ◽  
Vol 1 (1) ◽  
pp. 33-43 ◽  
Author(s):  
W. Ed McMullan ◽  
K. H. Vesper
Keyword(s):  
Case Studies ◽  
Personal Development ◽  
Single Case ◽  
Entrepreneurship Education ◽  
Education Programme ◽  
Structured Interview ◽  
Complete Understanding ◽  
Know How ◽  
Before And After

A single case study of a student was elaborated upon to illustrate the process of change through education. By choosing to study a graduate who had minimal background preparation and minimal interest in entrepreneurship before the education programme, the researchers have attempted to address some of the limits of change possible through entrepreneurship education. A structured interview was used to provide the initial ‘before and after’ account, after which extended and repeated probing was employed as the primary tool for exploring the personal development process involved. The case history was then used as a basis for developing a model of personal development required to make the transition from non-entrepreneur to entrepreneur. This case study was further intended to illustrate some of the relative merits of conducting in-depth case analysis over survey research in the domain of entrepreneurship education. Without in-depth case studies of individuals it is hard to know how much entrepreneurship programmes can change individuals. The possibility remains that entrepreneurship programmes just take potential entrepreneurs and give them a few more tools. Case studies of the change process can provide educators with a more complete understanding not only of what changes are possible within the confines of an education programme, but also of what programme interventions are more likely to produce the desired changes.

Crisis Management and Image Restoration through Social Networking

2016 ◽  
Vol 8 (1) ◽  
pp. 30-41 ◽  
Author(s):  
Debarati Bhattacharya
Keyword(s):  
Social Networking ◽  
Image Restoration ◽  
Crisis Management ◽  
Social Networking Sites ◽  
Crisis Communication ◽  
Damage Control ◽  
Social Networking Site ◽  
Utmost Care

The study aims to discern how social networking sites have become an important tool in enabling immediate crisis communication. Juxtaposing theories on crisis and strategies of image restoration the paper aims to analyze the recent Maggi Crisis. The case study takes Twitter and Facebook as points of analysis. The paper observes that although social networking site facilitates immediate communication, it can cause a lot of damage to the reputation of the organization if utmost care is not taken in the message that goes out. The paper will further analyze the possibilities and limitations provided by social networking sites to the companies at the time of crisis. The paper concludes that damage control to a great extent could be exercised through adoption of apt strategies right away.

scholarly journals CASE STUDIES AS A LEARNING METHOD: THE EXAMPLE OF TOURISM CRISIS MANAGEMENT IN JORDAN

2021 ◽  
Vol 31 (2) ◽  
pp. 89-99
Author(s):  
Mairna H. MUSTAFA ◽  
Keyword(s):  
Crisis Management ◽  
Case Studies ◽  
Arab Spring ◽  
Teaching Method ◽  
Learning Method ◽  
Political Crises ◽  
Tourism Management ◽  
Before And After ◽  
Paired T Test

This paper aims at testing the significance of using case studies as a teaching method for the topic of “Tourism Crisis Management”. The case of Arab Spring influence on Jordanian Tourism was selected for this purpose. A sample of 42 students in a Tourism Management BA Program filled a questionnaire, it focused on measuring knowledge of students about the influence of Arab Spring crisis on both the image of Jordan as a tourism destination, and Jordanian tourism economic indicators, also evaluating the performance of tourism stakeholders in the time of crisis. By conducting a paired t-test for responses before and after presenting the case study to students by the instructor, significant statistical differences were found for most of the measured variables, which supports the importance of case studies in making students more aware of political crises’ effect on tourism levels, and how to reduce their influences and retrieve the positive image of destinations.

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