scholarly journals Learning from past crises: Evaluating hotels’ online crisis responses to health crises

2019 ◽  
Vol 20 (3) ◽  
pp. 372-378
Author(s):  
Bingjie Liu-Lastres ◽  
Hany Kim ◽  
Tianyu Ying
Keyword(s):  
Crisis Management ◽  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Future Research ◽  
Research Directions ◽  
Situational Crisis Communication Theory ◽  
Response Strategies ◽  
Future Research Directions ◽  
Crisis Responses

Organizational learning is an important function of tourism crisis management. By examining and evaluating hotels’ responses to the 2010 bed bug crisis on social media, the purpose of this study was to provide insights into how to establish effective crisis responses. Situational crisis communication theory was used as the theoretical framework and a total of 136 management responses were included in the sample. Content analysis and co-occurrence analysis were conducted. The results revealed a learning curve of crisis management for hotels. Enhancing and Bolstering were the most commonly used strategies within the sample. Further analysis showed the inconsistencies between hotels’ crisis response strategies and the situational crisis communication theory guidelines, where instructing information were seldom included. Based on the findings, this study discussed the importance of creating effective crisis responses and future research directions.

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.

“Gatekeeper or Crisis Manager? Coverage of "Lahad Datu" Conflict”

2018 ◽  
Vol 7 (3.21) ◽  
pp. 476
Author(s):  
Manimegalai Ambikapathy ◽  
Hasmah Zanuddin
Keyword(s):  
Content Analysis ◽  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Problem Solution ◽  
Situational Crisis Communication Theory ◽  
Independent Variables ◽  
Quantitative Content ◽  
Security Personnel ◽  
Independent Variable

Lahad Datu conflict also known as “Sabah standoff” conflict, is unforgettable tragedies until killed about 10 of Malaysian security personnel and impacted economic, social and emotion of citizens especially at Lahad Datu, Sabah. The objective of this research is to examine the portrayal of solution from Malaysian Government for the “Lahad Datu Crisis” through newspaper framing in Malaysian mainstream newspapers namely Utusan Malaysia, The Star, Sin Chew and Nanban daily. The measurement for the crisis response will be measure through few independent variables such as category of “Lahad Datu” news; between problem, solution, people or neutral category. The following independent variable is through the slants of news; whether news is slanted in positive, negative or neutral slant. With the assistance of “Situational Crisis Communication Theory”, this research employed a systematic quantitative content analysis to gather the data. Finding revealed that, category of solution appeared most in Utusan Malaysia, The Star, Sin Chew and Nanban daily and news in positive slants were covered in all the selected dailies. In providing responses for the crisis, Justification and Concern crisis response portrayed most, however, through Kruskal Wallis test, data found that The Star and Utusan Malaysia portrayed most of the Justification and Concern responses compare to Sin Chew daily and Nanban daily.  

scholarly journals Model of Crisis Communication Management in the Perspective of Situational Crisis Communication Theory at the Transportation Ministry

2020 ◽  
Vol 5 (2) ◽  
pp. 232-242
Author(s):  
Ari Sulistyanto ◽  
Usmar Usmar ◽  
Hermiyetti Hermiyetti
Keyword(s):  
Crisis Communication ◽  
Disaster Response ◽  
Communication Theory ◽  
Ad Hoc ◽  
Standard Operating Procedure ◽  
Crisis Response ◽  
Structural Constraints ◽  
Communication Management ◽  
Situational Crisis Communication Theory ◽  
Government Organizations

Rapid disaster response is necessary since it involves various stakeholders in disaster. However, rapid response is difficult to implement due to structural constraints and organizational hierarchy.  This research aims to reveal structural constraints to crisis communication management in the internal organization of the Transportation Ministry. Situational Crisis Communication Theory (SCCT) approaches offer a framework to understand management in general in responding to crisis situation.  This research uses a qualitative method with case study approaches. The results of this research show that in the pre-crisis phase the organization serves as media for sections at the Transportation Ministry to interact in monitoring potential crisis.  In the crisis and post-crisis response phases, the establishment of an Ad Hoc Crisis Communication Team (TKK) has changed the organization from being under stringent hierarchic structure to being more flexible and responsive in crisis response. This research gives contributions to more dynamic crisis communication management, recommends the formulation of Standard Operating Procedure (SOP) in crisis communication management, starting from pre-crisis, crisis to post-crisis response phases, and gives guidance to government and non-government organizations in crisis communication management.

How the Interplay of Consumer-Brand Identification and Crises Influences the Effectiveness of Corporate Response Strategies

2020 ◽  
pp. 232948841989822
Author(s):  
Liang Ma
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
The Self ◽  
Brand Identification ◽  
Online Experiment ◽  
Corporate Response ◽  
Situational Crisis Communication Theory ◽  
Response Strategies ◽  
Consumer Reactions ◽  
Practical Implications

Consumer-brand identification (CBI) establishes when consumers use the defining attributes of a brand to define themselves. This study examines whether and how CBI influences the effectiveness of corporate response strategies suggested by the situational crisis communication theory in preventable crises and whether this influence is moderated by a threat to the self-defining attributes shared between consumers and a brand. A total of 868 consumers of two brands took part in an online experiment. CBI increases the effectiveness of corporate response strategies at mitigating negative consumer reactions. Response strategies are even more effective when a crisis does not threaten the shared defining attributes. Additionally, compensation is the strategy that really reduces consumers’ negative reactions, instead of apology strategy. More theoretical and practical implications were discussed.

Crisis Management, and Charismatic Leadership Communication as Antecedents to the Organizational Reputation

2021 ◽  
Vol 12 (3) ◽  
pp. 2948-2958
Author(s):  
Tariq Saeed Khalfan Barshoud Almarshoodi Et.al
Keyword(s):  
Attribution Theory ◽  
Crisis Communication ◽  
Communication Theory ◽  
Charismatic Leadership ◽  
Statistical Technique ◽  
Crisis Response ◽  
Leadership Communication ◽  
The Public ◽  
Response Strategies ◽  
Internal Stakeholders

The aim of this study is to measure employees’ perceptions of UAE police’s reputation. Even though these perceptions are formed in the public domain, this study focused on the public sector employees’ evaluation of the Commission’s reputation and credibility. This is solely because they work in it and will be directly affected by negative perceptions, as evident in most alternative media and blogs. Like many other organizations, employees and other internal stakeholders know the organization better than the outsiders, so measuring their perceptions is essential. This study attempts to reflect how UAE police, through its charismatic leadership communication and organizational credibility, earns the trust and confidence of its employees in times of crisis, which is further reflected in its reputation. The present study chooses the situational crisis communication theory to develop its theoretical framework. Originating in attribution theory, the SCCT has been widely used in crisis communication research to test the link between crisis situation and crisis response strategies. The study has employed the SEM-PLS is statistical technique for the analysis of the data. The findings of the study have provided support to the hypothesized results.

scholarly journals When is silence golden? The use of strategic silence in crisis communication

2019 ◽  
Vol 24 (1) ◽  
pp. 162-178 ◽  
Author(s):  
Phuong D. Le ◽  
Hui Xun Teo ◽  
Augustine Pang ◽  
Yuling Li ◽  
Cai-Qin Goh
Keyword(s):  
Crisis Communication ◽  
English Language ◽  
Communication Theory ◽  
Crisis Response ◽  
Organizational Image ◽  
Content Type ◽  
Response Strategies ◽  
Image Repair Theory ◽  
Future Events

Purpose Scholars have discouraged using silence in crises as it magnifies the information vacuum (see Pang, 2013). The purpose of this paper is to argue for its viability and explore the type of silence that can be used. Design/methodology/approach Eight international cases were analyzed to examine how silence was adopted, sustained and broken. Findings The findings uncovered three intention-based typologies of strategic silence: delaying, avoiding and hiding silences. Among such, avoiding/hiding silence intensified crises and adversely affected post-silence organizational image when forcefully broken, while delaying silence helped preserve/restore image with primary stakeholders if successfully sustained and broken as planned. Research limitations/implications First, these findings may lack generalizability due to the limited number of cases studied. Second, local sentiments may not be fully represented in the English-language news examined as they may be written for a different audience. Finally, a number of cases studied were still ongoing at the time of writing, so the overall effectiveness of the strategy employed might be compromised as future events unfold. Practical implications A stage-based practical guide to adopting delaying silence is proposed as a supporting strategy before the execution of crisis response strategies. Originality/value This is one of the few studies to examine the role of silence in crisis communication as silence is not recognized as a type of response in dominant crisis theories – be it the situational crisis communication theory or the image repair theory (An and Cheng, 2010; Benoit, 2015; Benoit and Pang, 2008; Xu and Li, 2013).

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