scholarly journals Navigating Crisis: The Role of Communication in Organizational Crisis

2019 ◽  
Vol 57 (2) ◽  
pp. 163-175 ◽  
Author(s):  
Sky Marsen
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Lessons Learned ◽  
Reputation Management ◽  
Organizational Crisis ◽  
Management Communication ◽  
Situational Crisis Communication Theory ◽  
Rich Diversity ◽  
The Rich

This article introduces the special issue on crisis communication, whose aim is to bring together diverse approaches and methods of analysis in the field. The article overviews the field by discussing two main frameworks, dealing with postcrisis (reputation management) and precrisis (issue management) communication, respectively. The article then overviews some major theories of crisis communication and their different methodologies: image repair, situational crisis communication theory, rhetorical arena theory, narrative, and integrated crisis mapping. It ends with a description of some lessons learned that apply to all approaches and an overview of the contributions to the issue. By comparing and contrasting different perspectives on crisis communication, the article emphasizes the rich diversity that characterizes this branch of business communication.

Commentary—Space is Hard: Using Social Media for Selective Investigative Disclosure as a Multi-faceted Crisis Communication Strategy to Achieve Technical Transparency

2021 ◽  
pp. 232948842097860
Author(s):  
Eric D. Waters ◽  
Scott C. D’Urso
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Theory ◽  
High Reliability ◽  
Crisis Response ◽  
Communication Strategy ◽  
Reputation Management ◽  
Response Options ◽  
Situational Crisis Communication Theory

In this commentary, we note that situational crisis communication theory (SCCT) provides useful guidelines for an organization to protect its reputation during a crisis. However, when a high reliability organization (HRO) faces a crisis, openness often supersedes reputation management as a priority as maintaining the public’s trust is paramount. Unfortunately, SCCT in its present form does not account for this distinction. With the present research, we seek to extend SCCT by offering additional crisis response options for HROs which further explicate the evolving role of social media in providing an effective crisis response. A content analysis of 18 tweets and eight website updates, released by a private spaceflight corporation, allows us to offer investigative disclosure as a new crisis response category and technical transparency as a new crisis response objective. We propose a nuanced view that situates investigative disclosure as an antecedent to corrective action.

scholarly journals Focusing on the “Public” in Public Relations: The Importance of Person-Centered Messages (PCMs) in Crisis Communication on Twitter

2021 ◽  
Vol 4 ◽  
pp. 93-128
Author(s):  
Soo Kwang Oh ◽  
Kyung-Hyan Yoo ◽  
Jennifer Owlett
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Theoretical Frameworks ◽  
Situational Crisis Communication Theory ◽  
The Public ◽  
Crisis Type ◽  
Interdisciplinary Study

Based on the theoretical frameworks of situational crisis communication theory (SCCT) and person-centered messages (PCMs), this interdisciplinary study conducted a 2 x 3 experiment to examine the role of PCMs in crisis management on social media. Our findings suggest that crisis type (victim, preventable) has an effect on people’s perceptions/reactions toward an organization and that PCM levels (low, medium, and high person-centered messages) in crisis communication on social media influence organizational reputation and participants’ intention to post negative feedback about the organization in crisis. We suggest that when organizations are responding to crisis online, they provide additional attention to the interpersonal dynamics of those interactions. Theoretical and practical implications are discussed.

Unearthing the Facets of Crisis History in Crisis Communication: A Conceptual Framework and Introduction of the Crisis History Salience Scale

2021 ◽  
pp. 232948842098876
Author(s):  
LaShonda L. Eaddy
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Influential Factors ◽  
Strategy Development ◽  
Crisis Communications ◽  
Responsibility Attribution ◽  
Performance History ◽  
Situational Crisis Communication Theory ◽  
Relationship History ◽  
Insight Into

Coombs’s Situational Crisis Communication Theory suggests performance history, composed of relationship history and crisis history, intensify crisis responsibility attribution. Relationship history is organizations’ actual and perceived rapport with publics, while crisis history is an organization’s previous crises. Extant literature has only examined crisis history one-dimensionally. This study proposes the Crisis History Framework that provides insight into influential factors that can make crises more or less salient to individuals. Furthermore, the study introduces the Crisis History Salience Scale that can help crisis communications scholars conduct empirical research examining crisis history’s multiple facets. Moreover, the study offers suggestions for how crisis history considerations can inform proactive crisis management, key messaging, and strategy development during crises.

scholarly journals Analysis of the Government's Crisis Communication Strategy Discourse to Defend Covid-19

2021 ◽  
Vol 13 (1) ◽  
pp. 36
Author(s):  
Anton Surahmat ◽  
Susanne Dida ◽  
Feliza Zubair
Keyword(s):  
Critical Discourse Analysis ◽  
Crisis Communication ◽  
Communication Theory ◽  
Communication Strategy ◽  
Press Releases ◽  
Public Officials ◽  
Situational Crisis Communication Theory ◽  
The Public ◽  
Government Communication ◽  
The Government

Crisis communication is one of the most important instruments in crisis management. Unfortunately, there is a lot of criticism about how the Indonesian government implemented its crisis communication strategy during the Covid-19 pandemic season. This study aims to uncover the government's crisis communication strategy from the perspective of Van Dijk's critical discourse analysis. Based on the Situational Crisis Communication Theory (SCCT), researchers study the structure of discourse in texts consisting of macro, superstructure, and micro. There were 6 press releases from President Jokowi, Minister of Health Terawan Agus Putranto, and Spokesperson dr. Achmad Yurianto was collected using a purposive sampling method to describe the government's crisis communication strategy at the beginning of pre-crisis and crisis. The results show a significant dynamic crisis communication strategy on how the government implemented it in the pre-crisis and crisis phases. In the pre-crisis phase, they were statements from public officials especially in this case coming from President Jokowi and Minister of Health Terawan Agus Putranto. Both of these statements tend to lead to Deny and Diminish's strategy while still delivering messages in the form of Adjustments and Instructive Information so that the public remains alert and calm. However, in the crisis phase, government communication shifted towards Diminishes' statement, in the view of Justification that the crisis was actually not so terrible and bad. This is the biggest idea that emerged in the statement of President Jokowi and Spokesperson dr. Achmad Yurianto. Broadly speaking, this phase also provides a greater perspective on projections of government policy in the Covid-19 arrangement.

scholarly journals Manajemen Komunikasi Krisis Universitas XXY Menghadapi Pandemi COVID-19

2021 ◽  
Vol 2 (1) ◽  
pp. 1-7
Author(s):  
Aris Sumartono ◽  
Umaimah Wahid
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Situational Crisis Communication Theory ◽  
Negative Thinking

Pademi COVID-19 di lingkungan Universitas XXY membuat warga sivitas akademika tidak nyaman. Ketidakjelasan informasi terkait korban terinfeksi COVID-19 menimbulkan perasaan cemas dan mengarah ke negative thinking. Kondisi itu menimbulkan pertanyaan, bagaimana proses manajemen krisis Universitas XXY dalam menangani cluster penyebaran virus COVID-19 di kampus. Teori yang digunakan adalah Situational Crisis Communication Theory. Penelitiannya memakai pendekatan kualitatif, dengan teknik pengumpulan data melalui wawancara dan mengumpulkan dokumen. Hasil penelitian menunjukkan, manajemen krisis Universitas XXY pada tahap pre-krisis adalah memonitor pemberitaan media. Saat krisis terjadi, dipakai strategi diminish guna mengurangi dampak negatif krisis. Caranya, menjalin kerja sama dengan pengurus RW, RT kampus, media massa, publikasi siaran pers melalui website, berkomunikasi dengan Pemerintahan daerah, Kepolisian, Dinas Perhubungan, serta memanfaatkan media tradisional dan digital. Pada tahap post-krisis, tindakan komunikasi   Universitas XXY adalah mengeluarkan sejumlah kebijakan untuk pencegahan COVID-19. Kesimpulan penelitian ini adalah, kebijakan Universitas XXY berupa penyampaian informasi melalui surat edaran dan memo internal, berhasil menurunkan sentimen negatif warga kampus, dan mengurangi rasa cemas mereka dalam bekerja.  

Sign in / Sign up

Export Citation Format

Share Document