scholarly journals Anti-Corporate Sentiment and Situational Crisis Communication Strategy : Interplay between Types of Corporate Crisis and Apology Subject

2017 ◽  
Vol 10 (4) ◽  
pp. 15-41
Author(s):  
김동준 ◽  
백영민
Keyword(s):  
Crisis Communication ◽  
Communication Strategy ◽  
Corporate Crisis

scholarly journals Maple Leaf Foods: Crisis and Containment Case Study

2010 ◽  
Vol 1 (1) ◽  
pp. 47 ◽  
Author(s):  
Gwyneth V.J. Howell ◽  
Rohan Miller
Keyword(s):  
Crisis Communication ◽  
Health And Safety ◽  
Communication Strategy ◽  
Organisational Values

Crises can impact an organisation’s viability, credibility and reputation. Communication can preserve and protect the valuable reputation of an organisation, by demonstrating an acceptance of responsibility for the crisis and addressing victim concerns. The research illustrates that Maple Leaf Food’s crisis communication strategy was effectual and in supported to its purported organisational values as an organisation focused on health and safety. This case highlights why it is crucial for organisations to develop and apply a cohesive crisis communication strategy.

Brand crisis communication through social media

2016 ◽  
Vol 21 (1) ◽  
pp. 56-72 ◽  
Author(s):  
Yan Wang
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Brand Management ◽  
The Body ◽  
Advertising Campaign ◽  
Content Type ◽  
Negative Effect ◽  
Brand Crisis ◽  
Use Of Social Media ◽  
Corporate Crisis

Purpose – The purpose of this paper is to investigate how companies make use of social media communication to turn crises into opportunities and how consumers respond to this brand management strategy, and evaluate the effects of this kind of advertising campaign. Design/methodology/approach – This study uses the textual analysis method to examine the verbal fight between two brand competitors on Sina Weibo. An interpretative analysis approach is adopted to analyze a series of micro-blog messages and relevant responses and comments. A statistical analysis is conducted to reveal the public opinion on this case. Findings – The brand crisis due to trademark dispute has been successfully turned into an advertising campaign, which received eager and favorable responses from the consumers. In the name of making apologies, the company in crisis availed itself of the Weibo platform to make a veiled protest against the verdict of the Court. The technique “acting cute” was proved to be effective in diminishing the negative effect of a brand crisis and winning public sympathy and support. Research limitations/implications – The research findings may provide insights into the interplay between brand advertising and corporate crisis communication on the platform of social media. Practical implications – This study can inform practitioners of useful techniques to deal with brand crises via social media. Originality/value – The value of this study lies not only in its contribution to the body of knowledge on online crisis management with a case of Chinese companies, but also in its validation of the interplay between crisis communication and advertising.

scholarly journals Mengelola Corporate Crisis Melalui Transformasi Model Stakeholder Relations di Era Digital

2018 ◽  
Vol 9 (1) ◽  
pp. 1-16
Author(s):  
Helpris Estaswara ◽  
Diana Anggraeni
Keyword(s):  
Communication Strategy ◽  
Communication Model ◽  
Digital Society ◽  
Relationship Model ◽  
Theoretical Construction ◽  
To Come ◽  
Symmetrical Communication ◽  
Corporate Crisis ◽  
Stakeholder Relationship

Managing stakeholders in the era of digital society become more complicated and the corporate crisis is highly potential to come forward. Consequently, to develop a long-term profitable relationship with the stakeholders requires dialogue based method. However, many corporate implement stakeholder relationship model remain derived from the understanding that corporate is the centre of all stakeholders, or corporate-centric model. A new model of system-centric than proposed in order to deal with the stakeholders in the era of digital society. The model implies that the corporate will be no longer being a central of stakeholders. It means the position of the corporate being a part of the system and involve symmetrical two-way communication strategy. This paper aimed at, firstly to elaborate a social network that would be potential to create the crisis if the corporate is not implementing the system-centric model that requires the development of multi-stakeholders learning dialogues. Secondly, it also analyzed the steps should be taken into account in order to transform traditional model toward symmetrical communication model of stakeholder relationship. Furthermore, method of literature review was applied as a basis of theoretical construction on stakeholder relationship model that should be engaged in avoiding of the crisis.

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 Case Study in Covid-19 Infodemic in Indonesia

2021 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ferdinand Eskol Tiar Sirait ◽  
Rati Sanjaya
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Reference Model ◽  
Media Analysis ◽  
Communication Strategy ◽  
Comparative Case Study ◽  
Communication Problems ◽  
Official Statement ◽  
Information Circulation

COVID-19 has been declared as pandemic by WHO. Indonesian government late to give official statement that made public believe in hoax, rumours, gossip, even propaganda that they got from social media and passed from one group to another. As we know, too much information or shortage of information could lead to confusing messages that eventually increase public distrust towards official statement. Consequently, people resort to social media as the only source of information. As a mass-self communication channel, the credibility of information from this source is problematic. Castell’s mass-self communication made this circle become infodemic that hamstring public trust to government. In this research, we do comparative case study on how countries (China and South Korea) tackle communication problems during the pandemic. This research is significant because it could be a reference model of crisis communication strategy when the country faces a pandemic Relying on mass media analysis and literature review, we find that China’s government uses power to control information circulation while South Korea’s generates public’s participation in social media. Indonesia as a democratic country could use this experience to gain public’s trust by doing Coomb’s SCCT for crisis situation. Doing this, Indonesia is expected to be more prepared to for the crisis communication in the future.Keywords: COVID-19, infodemic, crisis communication, case study ABSTRAKCOVID-19 telah dinyatakan sebagai pandemi oleh WHO. Pemerintah Indonesia terlambat memberikan pernyataan resmi yang membuat publik percaya pada hoax, rumor, gosip, bahkan propaganda yang mereka dapatkan dari media sosial dan diteruskan dari satu kelompok ke kelompok lain. Seperti kita ketahui, informasi yang terlalu banyak atau kekurangan informasi dapat menimbulkan pesan yang membingungkan yang pada akhirnya meningkatkan ketidakpercayaan publik terhadap pernyataan resmi. Akibatnya, masyarakat menggunakan media sosial sebagai satu-satunya sumber informasi. Sebagai saluran komunikasi massa-mandiri, kredibilitas informasi dari sumber ini bermasalah. Komunikasi massa yang dilakukan Castell membuat lingkaran ini menjadi infodemik yang melemahkan kepercayaan publik kepada pemerintah. Dalam penelitian ini, kami melakukan studi kasus komparatif tentang bagaimana negara-negara (China dan Korea Selatan) menangani masalah komunikasi selama pandemi. Penelitian ini penting karena dapat menjadi model referensi strategi komunikasi krisis ketika negara menghadapi pandemi Mengandalkan analisis media massa dan tinjauan pustaka, kami menemukan bahwa pemerintah China menggunakan kekuatan untuk mengontrol peredaran informasi sementara Korea Selatan menghasilkan partisipasi publik di media sosial. Pengalaman ini bisa dimanfaatkan Indonesia sebagai negara demokrasi untuk mendapatkan kepercayaan publik dengan melakukan SCCT Coomb untuk situasi krisis. Dengan begitu, Indonesia diharapkan lebih siap menghadapi krisis komunikasi di masa mendatang.Kata Kunci: COVID-19, infodemik, komunikasi krisis, studi kasus

scholarly journals Corporate crises in the digital world: what went wrong with Chipotle?

2021 ◽  
Author(s):  
Stephanie McGuinty
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Digital Media ◽  
Crisis Communication ◽  
The United States ◽  
Theoretical Frameworks ◽  
Online Data ◽  
Digital World ◽  
Management Plans ◽  
Corporate Crisis

The practice of crisis communication has evolved since the rise of digital technologies and social media. Defined as an unexpected and non-routine event with high levels of uncertainty, crisis management plans and strategies are essential for organizations’ successes. Failure to strategically manage crises through both traditional and digital media may result in significant damages and losses. This MRP examines a recent corporate crisis - the case of Chipotle Mexican Grill during the 2015-2016 E. coli outbreak across the United-States - and looks at how the social media strategy (namely Twitter) influenced the outcome of the case. Using a combination of data analytics, company financials, and theoretical frameworks, this research brings to light the importance of measuring online data, and makes suggestions on how companies may use social media to manage various types of crises. Keywords: crisis communication, crisis theory, crisis management, crisis strategies, image repair, social media, crisis and technology, brand equity

E communication in crisis communication Best practice for tourism destination management organizations

2019 ◽  
Author(s):  
Antonella Capriello ◽  
Simone Splendiani
Keyword(s):  
New Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Best Practice ◽  
Communication Strategy ◽  
Support Network ◽  
Tourist Destinations ◽  
The Difference ◽  
Destination Management Organizations ◽  
The Impact

The role of crisis communication is becoming increasingly important in disaster management, especially considering the impact that disasters can have on the image and reputation of tourist destinations. Although the literature has begun to focus on this topic in recent years, the greater number of natural disasters and the impact of new media communication tools, make this theme particularly interesting for further scholarly investigation. Developing an effective crisis communication strategy requires consideration of the role that local authorities, including destination management organizations (DMOs) play, the channels they use, and the content that should be included. Numerous authors have analyzed this issue from a chronological perspective in terms of the difference phases of a crisis starting from preparation and ending with recovery. However, a series of strategic requirements emerge alongside these phases for successful crisis management, including: - Cooperation with the media in providing information to the public; in particular, imparting a consistent message to all stakeholders to build credibility and preserve the image of organizations and destinations. - Preparedness and the capacity to plan an effective communication response to a crisis in advance, paying attention to the specific characteristics of each case. - The development of a public relations plan that creates a support network for the dissemination of communication across multiple channels facilitated by the web and Information Communications Technologies (ICTs).

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