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.

“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.  

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 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.

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.

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