scholarly journals Air Asia Crisis Communications Strategies and Malaysia Airlines: A Content Analysis

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Ni Ketut Dimar Warsihantari ◽  
I Gusti Ngurah Putra
Keyword(s):  
Content Analysis ◽  
Crisis Management ◽  
Crisis Communication ◽  
Communication Strategies ◽  
Communication Strategy ◽  
Aviation Industry ◽  
Crisis Communications ◽  
Aircraft Accidents ◽  
Industrial Sectors ◽  
Communications Strategies

The aviation industry is one of the most vulnerable industrial sectors to the crisis. Failure to manage the crisis they face can threaten their lives. Therefore, managers of airline companies are required to have the ability to manage crisis and communicate in crisis situations. Crisis communication strategy becomes an important part in crisis management. This study uses content analysis of the crisis communication strategies used by AirAsia and Malaysia Airlines in their respective aircraft accidents on December 28, 2014 and March 8, 2014. This research found that both companies were fast enough to respond to crises despite differences in strategy they use in responding the  crisis. AirAsia emphasizes the use of apology without ignoring compensating, while Malaysia Airlines emphasizes compensation without ignoring apology.

scholarly journals Impact of crisis communication strategies on people’s attitudes toward behavioral guidelines regarding COVID-19 and on their trust in local officials

2021 ◽  
Author(s):  
Gerrit Hirschfeld ◽  
Meinald Thielsch
Keyword(s):  
Crisis Management ◽  
Crisis Communication ◽  
Communication Theory ◽  
Communication Strategies ◽  
Exploratory Analysis ◽  
Communication Strategy ◽  
External Control ◽  
Behavioral Measures ◽  
Local Officials ◽  
The Impact

Introduction: The communication patterns of commercial organizations are generally guided by Situational Crisis Communication Theory (SCCT), but the impact of different crisis communication strategies for public messaging on COVID-19 has not been thoroughly examined. As such, we test how crisis communication strategies affect trust in mayors and the acceptance of behavioral measures, specifically regarding the buffering effect of a mayor’s pre-crisis reputation as well whether trust mediates the link between crisis communication strategies and acceptance of behavioral measures. Methods: A total of 561 participants (53% female; mean age 50 yrs) took part in an online experiment in which we systematically manipulated the mayor’s crisis communication strategy (deny vs. diminish, vs. rebuild, vs. bolstering, vs. no response) and pre-crisis reputation (good past crisis management, bad past crisis management). Age, gender and education served as covariates. In an exploratory analysis, we also tested the predictive power of personal concern regarding the COVID-19 pandemic as well as internal and external control convictions. Results: In our pre-planned analysis, we found that crisis communication strategies and pre-crisis reputation had no significant effect on participants’ ratings of acceptance of certain behaviors or their behavioral intentions. However, the different communication strategies did affect participants’ trust in the mayor and intention to vote for him. Specifically, we found that while the strategy of denying was overall unsuccessful, all other strategies fared similarly when the mayor’s pre-crisis reputation was high. When his pre-crisis reputation was low, differences emerged between the other strategies. The exploratory analysis corroborated earlier findings about the importance of individual concern and trust as predictors of behavioral measures. Discussion: Overall, SCCT seems to be an adequate description the effects of communication strategies on reputation in local officials during a pandemic. Yet, neither direct effects of communication strategies on acceptance of behavioral measures nor indirect effects on behavioral measures could not be shown. Since trust is an important aspect, we advise local officials to carefully choose their communication style.

Practice and Modeling of Advertising Communication Strategy

2018 ◽  
pp. 358-379 ◽  
Author(s):  
Yoji Kawamura
Keyword(s):  
Simulation Model ◽  
Communication Strategies ◽  
Communication Strategy ◽  
Advertising Communication ◽  
Communications Strategies ◽  
Strategic Rules

Toward the building of a social/consumption simulation model, the objectives of this chapter are to understand in detail the practice of advertising communication through a framework aiming at quantification, to elucidate the goals and techniques of advertising communication, and to create a model for advertising communication strategies. First, the advertising communications goals, the advertising communications techniques, the motivations to become involved, and the consumer-generated contents are categorized. Next, the relationships between these categorized items are identified. Finally, the typical advertising communications strategies are identified and organized into three types models (two types of sender-driven strategies and one type of receiver-driven strategy). These models can be utilized to establish strategic rules for social simulations that include both senders and receivers of advertising.

Evaluation of Research Trends in Social Media Crisis Communication

2021 ◽  
pp. 177-198
Author(s):  
Daniel Ikesinachi Nwogwugwu
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Crisis Communication ◽  
Communication Strategies ◽  
Research Trends ◽  
Comprehensive Review ◽  
Speed Of Response ◽  
Organizational Reputation ◽  
Social Media Platforms

An organization's survival during a crisis often depends on its speed of response. The introduction of social media into crisis communication discourse has meant that organizations must revisit their crisis communication strategies. This chapter explores a content analysis of the integration of social media platforms into crisis communication based on a comprehensive review of eight purposively selected crisis studies conducted globally. Findings revealed that Facebook and Twitter are increasingly employed as platforms for crisis communication. It was also discovered that responding to crises promptly, and engaging with the publics before, during, and after crises are crucial to managing organizational reputation. Social media platforms are also capable of spreading mis(information) about crises. Thus, organizations are advised to fully integrate and adopt social media into their crisis communication plans. This chapter extends our understanding of how social media platforms contribute to crisis communication discourse.

scholarly journals Communicating Scientific Uncertainty About the COVID-19 Pandemic: Online Experimental Study of an Uncertainty-Normalizing Strategy (Preprint)

2021 ◽  
Author(s):  
Paul K J Han ◽  
Elizabeth Scharnetzki ◽  
Aaron M Scherer ◽  
Alistair Thorpe ◽  
Christine Lary ◽  
...  
Keyword(s):  
Crisis Communication ◽  
Risk Perceptions ◽  
Ambiguity Aversion ◽  
Communication Strategies ◽  
Unmet Need ◽  
National Sample ◽  
Communication Strategy ◽  
Scientific Uncertainty ◽  
Psychological Responses ◽  
Risk Reducing

BACKGROUND Communicating scientific uncertainty about public health threats such as COVID-19 is an ethically desirable task endorsed by expert guidelines on crisis communication. However, the communication of scientific uncertainty is challenging because of its potential to promote <i>ambiguity aversion</i>—a well-described syndrome of negative psychological responses consisting of heightened risk perceptions, emotional distress, and decision avoidance. Communication strategies that can inform the public about scientific uncertainty while mitigating ambiguity aversion are a critical unmet need. OBJECTIVE This study aimed to evaluate whether an “uncertainty-normalizing” communication strategy—aimed at reinforcing the expected nature of scientific uncertainty about the COVID-19 pandemic—can reduce ambiguity aversion, and to compare its effectiveness to conventional public communication strategies aimed at promoting hope and prosocial values. METHODS In an online factorial experiment conducted from May to June 2020, a national sample of 1497 US adults read one of five versions of an informational message describing the nature, transmission, prevention, and treatment of COVID-19; the versions varied in level of expressed scientific uncertainty and supplemental focus (ie, uncertainty-normalizing, hope-promoting, and prosocial). Participants then completed measures of cognitive, emotional, and behavioral manifestations of ambiguity aversion (ie, perceived likelihood of getting COVID-19, COVID-19 worry, and intentions for COVID-19 risk-reducing behaviors and vaccination). Analyses assessed (1) the extent to which communicating uncertainty produced ambiguity-averse psychological responses; (2) the comparative effectiveness of uncertainty-normalizing, hope-promoting, and prosocial communication strategies in reducing ambiguity-averse responses; and (3) potential moderators of the effects of alternative uncertainty communication strategies. RESULTS The communication of scientific uncertainty about the COVID-19 pandemic increased perceived likelihood of getting COVID-19 and worry about COVID-19, consistent with ambiguity aversion. However, it did not affect intentions for risk-reducing behaviors or vaccination. The uncertainty-normalizing strategy reduced these aversive effects of communicating scientific uncertainty, resulting in levels of both perceived likelihood of getting COVID-19 and worry about COVID-19 that did not differ from the control message that did not communicate uncertainty. In contrast, the hope-promoting and prosocial strategies did not decrease ambiguity-averse responses to scientific uncertainty. Age and political affiliation, respectively, moderated the effects of uncertainty communication strategies on intentions for COVID-19 risk-reducing behaviors and worry about COVID-19. CONCLUSIONS Communicating scientific uncertainty about the COVID-19 pandemic produces ambiguity-averse cognitive and emotional, but not behavioral, responses among the general public, and an uncertainty-normalizing communication strategy reduces these responses. Normalizing uncertainty may be an effective strategy for mitigating ambiguity aversion in crisis communication efforts. More research is needed to test uncertainty-normalizing communication strategies and to elucidate the factors that moderate their effectiveness.

scholarly journals Krisis PPKM Darurat Di Pulau Jawa: Bagaimana Para Gubernur Mengkomunikasikannya Melalui Instagram

2021 ◽  
Vol 3 (3) ◽  
pp. 27-38
Author(s):  
Muhibudin Wijaya Laksana
Keyword(s):  
Content Analysis ◽  
Crisis Communication ◽  
Communication Strategies ◽  
Community Activities ◽  
The Government

In July 2021 the government issued a policy on the Implementation of Restrictions on Community Activities (PPKM) of the Java-Bali Emergency as a step in tackling the Covid-19 pandemic crisis in the Java region. This policy is specifically addressed to the governors in Java as instructions to be able to suppress the decline in the number of COVID-19 cases in their respective regions. The governors used Instagram as one of the channels in communicating the policy. The study aims to look at the comparison of crisis communication strategies carried out by governors through Instagram. The study is based on the Situational Crisis Communciation Theory (Timothy Coombs, 1995). Content Analysis is used as a tool to analyze the contents of the uploads of governors in java about emergency PPKM. The results of this study show that crisis communication conducted by governors has a different tendency to communicate the substance of policy.

CSR communications strategies through social media and influence on e-reputation

2016 ◽  
Vol 54 (2) ◽  
pp. 363-389 ◽  
Author(s):  
Vincent Dutot ◽  
Eva Lacalle Galvez ◽  
David W. Versailles
Keyword(s):  
Social Media ◽  
Communication Strategies ◽  
Communication Strategy ◽  
Content Type ◽  
Csr Communication ◽  
The Social ◽  
Corporate Ability ◽  
Corporate Social ◽  
A Company ◽  
Communications Strategies

Purpose – Publics are becoming responsible customers that urge firms to improve society. By using social media, corporate social responsibility (CSR) actions could influence organization’s commitment and e-reputation. The purpose of this paper is to look at the influence on e-reputation of communication strategies (i.e. corporate ability and CSR) on social media. Design/methodology/approach – Four international companies (Danone, Renault, Orange and BNP Paribas) were studied and a content analysis was performed: Leximancer for the social media content (between 25 and 50 pages for each company) on a six-month period; and Social Mention for the measurement of e-reputation. Findings – Results show that there is a link between CSR communication strategies and e-reputation. More precisely, by using a corporate ability strategy (focus on product quality or innovation R & D), a company can increase its e-reputation better than on a common CSR communication strategy. Research limitations/implications – This study is based on only four companies (from four different industries) and would profit from a larger base for analysis. Second, the content the authors analyzed was generated by the company on their own social media. Originality/value – This exploratory study is one of the first to look at the influence of CSR communication strategies on e-reputation and tries to see how companies’ action on social media can change the way they are perceived by their customers. It completes the current literature by defining how CSR communications strategies should be declined for in order to influence customers.

scholarly journals Strategi Komunikasi Krisis pada Era Digital: Penggunaan Internet Dari Sebelum Hingga Sesudah Krisis

2018 ◽  
Vol 22 (1) ◽  
pp. 19-36
Author(s):  
Aqida Nuril Salma
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Corporate Communication ◽  
Communication Strategy ◽  
Internet Usage ◽  
The Internet ◽  
Corporate Communications ◽  
Crisis Communications ◽  
Digital Era ◽  
Use Of The Internet

In recent years, the Internet has evolved into the most popular way for companies to communicate with stakeholders and key public while also changing the practice of corporate communications and public relations professionals. Especially in crisis communications activities that are considered to be more complex in the digital era. Handling of the crisis nowadays is considered ineffective if only using traditional ways, but also requires the use of the Internet within every element of the crisis. The Internet has dramatically changed the way to respond to a crisis. Thus, research on internet usage in crisis communication are getting a lot of scholar attention. But unfortunately, many studies still only focus on internet usage at one stage. This research paper presents an exploratory study conducted to understand how the internet could be used in all stages of the crisis either before the crisis, during the crisis, and after the crisis. Furthermore, crisis communication strategy in the digital age is not limited to the use of the Internet as a medium of communication, but also to note the principles and ways of communicating.Keywords: Crisis Communication, Internet, Corporate Communication, Public Relations ABSTRAKDalam beberapa tahun ini, Internet telah berkembang menjadi cara yang paling populer bagi perusahaan untuk berkomunikasi dengan stakeholder dan publik kuncinya sekaligus juga mengubah praktik komunikasi korporat dan public relations profesional. Terlebih dalam kegiatan komunikasi krisis yang dinilai menjadi lebih kompleks di era digital. Penanganan krisis dianggap tidak cukup efektif jika hanya menggunakan cara tradisional, namun juga mewajibkan penggunaan internet di dalam setiap elemen krisis. Internet telah secara dramatis mengubah cara untuk merespon sebuah krisis. Sehingga penelitian mengenai penggunaan internet dalam komunikasi krisis semakin banyak dilakukan oleh para peneliti. Namun sayangnya beberapa masih hanya berfokus pada penggunaan internet pada satu tahapan saja. Maka dari itu, melalui metode studi kasus, penelitian ini dilakukan untuk mengetahui bagaimana internet dapat berperan di dalam setiap tahapan krisis, baik itu sebelum krisis, saat krisis hingga sesudah krisis. Selanjutnya hasil penelitian juga menunjukkan bahwa strategi komunikasi krisis di era digital tidak terbatas hanya pada penggunaan internet sebagai media, namun juga perlu diperhatikan perubahan pada prinsip dan cara berkomunikasinya.Kata Kunci: Komunikasi Krisis, Internet, Komunikasi Korporat, Hubungan Masyarakat

scholarly journals Crisis management of goodwill of an organization in a new technological wave

2020 ◽  
Vol 13 (4) ◽  
pp. 258-267
Author(s):  
E. V. Kozhatkina
Keyword(s):  
Crisis Management ◽  
Crisis Communication ◽  
Intangible Assets ◽  
Communication Strategy ◽  
Technological Revolution

The article examines the trends of the new technological revolution and their relationship with intangible assets. Practical examples of anti–crisis communication strategy are considered. Principles for overcoming the reputation crisis are proposed. The methodology for conducting reputation monitoring is disclosed.

scholarly journals Understanding decoupling: Untruthful company crisis communication in Latin America

2021 ◽  
Vol 17 (1) ◽  
pp. 33
Author(s):  
Orlando E. Contreras-Pacheco ◽  
Cyrlene Claasen ◽  
Fernando J. Garrigós-Simón
Keyword(s):  
Latin America ◽  
Crisis Management ◽  
Latin American ◽  
Crisis Communication ◽  
Communication Strategy ◽  
Environmental Crisis ◽  
Study Approach ◽  
Ethical Implications ◽  
Communication Processes ◽  
Crisis Scenarios

Purpose: This work analyzes how decoupling is used by offending companies in response to environmental crisis incidents in the Latin American context. Ethical implications and its links to legitimacy are considered.Design/methodology/approach: The research relies on a multi-case study approach, where four major environmental incidents involving four natural resource companies in Venezuela, Colombia, Mexico, and Argentina are analyzed. By examining public sources, the crisis communication processes performed by these companies are studied in order to allow for the linking of theory and practice.Findings: Results obtained suggest that, in an attempt to defend their legitimacy, companies deliberately conveyed untruthful messages and decoupled their communication in crisis from reality, resulting in ethical concerns for the practice of both crisis management and crisis communication.Research limitations/implications: By emphasizing the link between legitimacy and communication in crisis scenarios, the study illustrates how decoupling (i.e., untruthful communication practices) can be performed as a crisis management strategy. However, due the constraints of case studies, it is acknowledged that the paper has limitations for generalization.Originality/value: This work identifies four different decoupling-based crisis communication strategies performed by companies, and the way these are accompanied with secondary strategies. Furthermore, by focusing on Latin America, the study reflects the potential impact that the geographical context may have on the company’s crisis communication strategy and ultimately its legitimacy.

Sign in / Sign up

Export Citation Format

Share Document