scholarly journals Public Relations Strategy Analysis Crisis Communications

2021 ◽  
Vol 2 (3) ◽  
pp. 1-8
Author(s):  
Liyana Ansharah Zimal ◽  
Attaf Awamiri Aysar
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Data Gathering ◽  
Crisis Response ◽  
Crisis Communications ◽  
Strategy Analysis ◽  
Empirical Examination ◽  
Planning Stage ◽  
Communication Plan ◽  
Public Reaction

Crisis communication is the exchange of information between an organization and its constituents during and after the occurrence of a crisis. This research employs a descriptive technique and a qualitative method. Techniques for data gathering include observation, interviewing, and documenting. The aim of this research is to conduct an empirical examination of the execution of strategies and supporting and inhibiting variables in crisis communication in public relations. The findings of this research suggest that a crisis communication plan should be suitable and swift in order to overcome public reaction and avoid a protracted crisis communication. Communication in Times of Crisis Pre-Crisis management is carried out by Public Relations, namely in the preparation (Planning) stage, which includes the establishment of a Public Relations team responsible for providing information, a clean-up and executive summery formation team, and Crisis-Response, namely the manufacturing stage. Press releases, clarifications, establishing stakeholder and media relations, and finally, Post-Crisis, namely the advancement of Public Relations not only to improve the company's image but also to improve performance, press conferences, and dissemination of publications are also implemented to improve things in the short and long term through programs

Organisations' conversations in social media: applying dialogue strategies in times of crises

2014 ◽  
Vol 19 (1) ◽  
pp. 10-33 ◽  
Author(s):  
Stefania Romenti ◽  
Grazia Murtarelli ◽  
Chiara Valentini
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Theoretical Framework ◽  
Crisis Response ◽  
The Body ◽  
Research Approach ◽  
Crisis Communications ◽  
Content Type ◽  
Response Strategies ◽  
Body Of Knowledge

Purpose – The aim of this paper is to develop and test a theoretical framework, grounded in managerial and organisational theories of dialogue, through which organisations can take decisions in relation to the most appropriate crisis response strategies for handling social media stakeholders. Design/methodology/approach – The theoretical framework is developed through a conceptual analysis of literature on dialogue, social media and crisis communication. The theoretical framework is then tested in eight different international organisations experiencing a crisis. For each case, different web contents, such as organisations' status updates/posts, links, videos published on Facebook, Twitter, and YouTube, were analysed using a rhetorical research approach. Findings – The analysed organisations apply different online dialogue strategies according to crisis types and in combination with specific crisis response strategies. Most of the organisations investigated carry on those dialogue strategies suitable to develop consensus (concertative), guide conversations on specific topics or issues (framing), find solutions to the crisis collectively (transformative). Concertative strategies were often associated with informative crisis response strategies, framing strategies with denial and justification crisis response strategies and transformative strategies with corrective actions. Research limitations/implications – By using a dialogic perspective in setting up online conversations with their external stakeholders, the paper proposes a theoretical model to explain companies' decisions in carrying on online dialogues during critical situations and thus contribute to the body of knowledge on online crisis communications. Practical implications – The proposed model can support crisis communicators to manage dialogue's aims and dimensions differently by taking into account both contextual and situational conditions. Originality/value – By integrating management studies on dialogue into crisis communication and social media literature, the authors intend to offer an alternative thinking of organisations' decision-making in relation to crisis response strategies and social media stakeholders.

scholarly journals Social Media for Crisis Communication Management

2020 ◽  
Vol 8 (3) ◽  
pp. 64-72
Author(s):  
Thouraya Snoussi
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Strategic Communication ◽  
Military Coup ◽  
Political Crisis ◽  
Communication Tool ◽  
Communication Management ◽  
Communication Plan ◽  
Use Of Social Media

This paper analyzes trends related to the role of social media in crisis communication. The author posed a question about the attitudes of online media actors (communication, public relations and marketing experts) towards using social media as a strategic communication tool in times of crisis; Emphasis on two different crises: the 2016 Turkish political crisis and the global health pandemic (COVID-19) in 2020. Communications actors' perceptions and behaviors of social media in times of crisis were tracked through a mixed method (a content analysis of 40 online publications about the military coup attempt in Turkey, and 20 semi structured in-depth interviews about the usage of social media during the quarantine period). The results showed that social media is a lifeboat that is provided to organizations in times of crisis, as communication with customers becomes a vital factor in managing critical situations. Meanwhile, some participants expressed reservations about confidence in the use of social media in times of crisis, stressing that these networks are a double-edged sword. As the keyword for crisis management, a strategic communication plan should take place via social media to discuss customer inquiries with clients, answer their questions, and try to reduce their anxiety, according to the interviewee.

scholarly journals Crisis Communication- The rise of New Brand Language in India

2021 ◽  
Vol 58 (1) ◽  
pp. 5864-5876
Author(s):  
Dr Pooja Jain
Keyword(s):  
Crisis Communication ◽  
Secondary Data ◽  
Crisis Response ◽  
Future Research ◽  
Research Approach ◽  
Public And Private ◽  
Communication Plan ◽  
Study Approach ◽  
Before And After ◽  
The Masses

Traditionally the research on crisis communication was targeted to public and private organizations’ but there is a limited awareness on crisis communication from the perspective of Indian brands.It is considered as a powerful strategic approach to reach the existing and prospective target audience during troublesome situations. Whenever a crisis occurs, there is a need of proactive, swift and comprehensive communication. In India, now days every brand has started thinking about an emergency communication plan that they may use whenever needed. Since it’s all about a brand’s repute when a crisis occurs, it becomes crucial to communicate with the masses addressing their immediate concerns and counter false information, ensuring that the communication language remains consistent throughout. Advertising is the key focus here since it plays a fundamental role at the junction of mass interaction. In present scenario, Social media platforms has turned out to be expedient tool for crisis communicating. But along with it, identifying the facts about the crisis and its significance is equally essential. This paper thus aims to bring forth tools and tactics of communication being used by brands before and after crisis. To better understand how this issue may affect the decision-making outcomes, Qualitative research approach will be taken to investigate judgement by observing & interviewing domain experts. Primary & Secondary data will help to evaluate the crisis response strategies taken by some power brands of India. Case study approach will yield the desired level of detail & understanding. Conclusions point out the glaring fact that all the brands that are involved in crisis communication have been successful in retaining their social identity and acceptance with high ethical standards in regard to social responsibility. Recommendations for how crisis communication can be further improvised in practice are discussed as well as suggestions for future research are provided.

How publics react to crisis communication efforts

2014 ◽  
Vol 18 (1) ◽  
pp. 40-57 ◽  
Author(s):  
W. Timothy Coombs ◽  
Sherry Jean Holladay
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Online News ◽  
Organizational Crisis ◽  
Crisis Communications ◽  
Content Type ◽  
Media Messages ◽  
Media Channels ◽  
Crisis Responses

Purpose – The purpose of this paper is to provide a rationale and framework for examining stakeholder reactions to crisis communication messages in various social media channels. Stakeholders can become crisis communications by entering various sub-arenas of the larger rhetorical arena. The concept of sub-arena is presented and a case analysis used to illustrate the application and value of examining stakeholder crisis communicators during a crisis. Design/methodology/approach – Content analysis was used to evaluate publicly available social media messages posted on the Livestrong blog and the Huffington Post online news site. Findings – The paper demonstrates that monitoring reactions of stakeholders can reveal how individuals can act as crisis communications in social media messages can serve as barometers the effectiveness of an organization's crisis response. The importance of examining multiple sub-arenas is considered due to the influence of supportive stakeholders in organizational social media. Research limitations/implications – Only two sub-arenas were analyzed using one crisis response during a crisis that extended over a number of months. Practical implications – The paper includes implications for the examination of social media messages from supportive stakeholder and neutral sub-arenas. The results provide indicators of the effectiveness of an organization's crisis response and how stakeholder messages in social media may contribute to or undermine the crisis response. Originality/value – This paper demonstrates the value of monitoring social media comments to gauge reactions to organizational crisis responses and demonstrates how stakeholders can function as informal crisis managers. It also begins the discussion of the value and conceptualization of sub-arenas.

scholarly journals “I Feel a Deep Sense of Responsibility for the People we have Hurt…” – Explicit Stance Attribution in Crisis Communication Contested

2014 ◽  
Vol 13 (1) ◽  
Author(s):  
Edyta Rachfał
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Academic Discipline ◽  
Interdisciplinary Approach ◽  
Crisis Response ◽  
Persuasive Communication ◽  
Person Plural ◽  
Linguistic Resources ◽  
The People ◽  
First Person Plural

AbstractThe theme ofcrisis, and consequently ofcrisis response, has been extensively studied within the disciplines of crisis communication (see Rachfał (2013a) for an overview of crisis communication as an independent academic discipline and its place among other allied sub-disciplines of public relations) and public relations with the aim of protecting organisations or reducing the damage caused by a crisis episode (Fediuk, Pace and Botero, 2010). Nowadays, with the growing recognition of crisis response as persuasive communication there is a need for an interdisciplinary approach which would help researchers understand the effects that crisis messages have on the perceptions and behaviours of stakeholders. Therefore, this paper seeks to bridge the aforementioned disciplines and examines crisis from the perspective of linguistics. Thus, it analysesgrammatical stance-marking devices(Biber, et al., 1999), which might provide insights into how speakers manipulate linguistic resources for persuasive purposes. The paper focuses onexplicit stance attributionand explores how the first-person plural pronounweis used in crisis response to alter the stakeholders’ perceptions concerning people and events. The analysis draws on statements issued in 2011 by people in top public positions in the wake of the phone-hacking scandal at theNews of the World.

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

Does public segmentation matter in crisis communication? The interplay between public segmentation and crisis response strategies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Taylor Jing Wen ◽  
Jo-Yun Li ◽  
Baobao Song
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Safety Issue ◽  
Crisis Response ◽  
Response Strategy ◽  
Content Type ◽  
Public Relations Practitioners ◽  
Response Strategies ◽  
Modest Contribution

PurposeThis study situates in the context of Chipotle's food safety issue and seeks to understand how their primary customers perceive their crisis response messages after learning of the outbreaks. The current study incorporates the framework of situational crisis communication theory (SCCT; Coombs, 2007) and public segmentation model (Rawlins, 2006) to understand the effectiveness of crisis response messages. It aims to examine the role of public segmentation in situational crisis communication and investigate the effects of three crisis response strategies according to SCCT on different public segments.Design/methodology/approachThe SCCT provides guidelines for understanding the effectiveness of different crisis response strategies. The current study showcases the importance of public segmentation in the SCCT model through the lens of stakeholder theory. A 3 (crisis response strategy: deny, diminish, rebuild) × 4 (public segment: advocate, dormant, adversarial, apathetic) factorial experiment was conducted.FindingsThe findings suggest that advocate public expressed more positive evaluation about the company when exposed to rebuild and deny strategies. Both dormant and adversarial stakeholders reported positive responses on rebuild and diminish strategies. However, no difference was found among apathetic public.Originality/valueThe researchers attempt to make a modest contribution in this direction by reporting results from an empirical experiment that examined the effects of crisis response strategies on different public segments. The findings suggest an effective message tailoring approach to target different public segments. Thus, the results of this study are expected to benefit relevant corporations and public relations practitioners.

scholarly journals Crisis Communication

2017 ◽  
Author(s):  
Audra Diers-Lawson
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Organizational Factors ◽  
Crisis Response ◽  
Reputation Management ◽  
Theoretical Development ◽  
Critical Factors ◽  
Response Factors ◽  
Factors Affecting ◽  
Security Issues

For organizations, crises are pervasive, difficult to keep quiet in today’s global multimedia environment; they are challenging, potentially catastrophic; they can even be opportunities for organizations to thrive and emerge stronger. Crises come in many shapes and sizes including media blunders, social media activism, extortion, product tampering, security issues, natural disasters, accidents, or negligence, just to name a few. The first research on crisis communication appeared in 1953, and since then the field has grown steadily. However, in the last five to six years there has been an explosion of theoretical development, international engagement, methodological diversity, and topic diversity within the field to reflect the growing multinational and multiplatform environment in which organizations and people interact. Therefore, in order to understand the field of crisis communication, as a public relations and management function, it is important to focus on the critical factors that affect our understanding of the concept and proliferation of research and practice in the area. There are five critical factors that drive our understanding and research in crisis communication: (1) issues and reputation management as crisis mitigation and prevention, (2) crisis types in a modern global environment, (3) organizational factors affecting crisis response, (4) stakeholder factors affecting crisis response, and (5) response factors to consider in crisis response. In addition, it will review the critical trends in crisis communication research, challenges within the field, and resources for further development.

scholarly journals KOMUNIKASI KRISIS: ANALISIS UPAYA RESPON KRISIS TELUK MEKSIKO DARI PERSPEKTIF PUBLIC RELATIONS

EDUTECH ◽  
2014 ◽  
Vol 13 (1) ◽  
pp. 107
Author(s):  
Aang Koswara
Keyword(s):  
United States ◽  
Public Relations ◽  
Crisis Communication ◽  
The United States ◽  
The Public ◽  
Business Operations ◽  
Key Stakeholders ◽  
Campaign Messages ◽  
The Government ◽  
Public Reaction

Abstract, crisis communication is a situation that may cause effects on the company's sustainability business operations; the treatment at every stage of the crisis will minimize the negative public reaction against the company. This paper reviews the crisis of BP Oil Company that had a leak in the Gulf of Mexico that resulted in the spill along the coast a few U.S. states that threaten ecosystems and marine life, tourism businesses and the livelihoods of fishermen population around the spill from the perspective of public relations. Communication crisis began when BP made a number of controversial statements to the public through the mass media which resulted negatives responses from the Government of the United States, communities around the spill, a shareholder in the stock, and environmental activists. BP responsed this negative public reaction is generated through a crisis communication in the form of lobbying to the Government of the United States and key stakeholders as well as the handling of campaign messages through social media networking and mass media.Keywords: Communication Disaster, Public Relations, Communication CrisisAbstrak, krisis komunikasi merupakan sebuah situasi yang dapat menimbulkan efekberkelanjutan operasional bisnis perusahaan pada masa yang akan datang, perlakuan dalamtiap tahapan krisis akan membantu meminimalisir reaksi negatif publik terhadapperusahaan. Tulisan ini memaparkan tinjauan krisis dari perspektif public relations terhadapperusahaan minyak BP yang mengalami kebocoran di Teluk Meksiko yang mengakibatkantumpahan di sepanjang pesisir pantai beberapa negara bagian Amerika Serikat yangmengancam ekosistem dan biota laut, bisnis pariwisata, dan mata pencaharian nelayanpenduduk sekitar tumpahan. Krisis komunikasi BP dimulai ketika sejumlah pernyataankontroversial disampaikan kepada publik melalui sejumlah media massa yangmengakibatkan reaksi negatif dari Pemerintah Amerika Serikat, komunitas sekitartumpahan, pemegang saham di bursa, dan aktivis lingkungan. Respon BP terhadap reaksinegatif publik tersebut dimunculkan melalui komunikasi krisis dalam bentuk upaya lobikepada Pemerintah Amerika Serikat dan pemegang saham kunci serta kampanye pesanpenanganan melalui jejaring media sosial dan media massa.Kata Kunci : Bencana Komunikasi, Public Relations, Komunikasi Krisis

scholarly journals STRATEGI KOMUNIKASI KRISIS PUBLIC RELATIONS PT. LION MENTARI AIRLINES DALAM MERESPON KASUS KECELAKAAN PESAWAT LION AIR JT610

2019 ◽  
Vol 2 (2) ◽  
pp. 116-134
Author(s):  
Muhammad Thoyib Amali
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Qualitative Method ◽  
Communication Theory ◽  
Crisis Response ◽  
Press Release ◽  
Public Attention ◽  
Response Strategies ◽  
A Company ◽  
Descriptive Qualitative

AbstrakLion Air penerbangan JT610 yang beroperasi dari Jakarta ke Pangkal Pinang jatuh 13 menitsetelah lepas landas pada 29 Oktober 2018 lalu menewaskan seluruh penumpang dan awakpesawat yang berjumlah 189 orang. Kecelakaan ini menyebabkan krisis yang menjadi perhatianpublik terhadap maskapai penerbangan yang telah banyak dikeluhkan oleh pelanggan terkaitmanajemen pelayanan mereka. Menggunakan metode kualitatif deskriptif berdasarkanSituational Crisis Communication Theory (SCCT) dengan data yang dikumpulkan melaluidokumen berupa press release dan pemberitaan terkait kecelakaan tersebut, penelitian inimencoba mengidentifikasi dan mendeskripsikan bagaimana Public Relations PT. Lion MentariAirlines sebagai perusahaan yang mengoperasikan pesawat Lion Air menciptakan strategi untukmengelola dan menangani krisis tersebut. Hasil dari penelitian ini menunjukkan bahwa PublicRelations PT. Lion Mentari Airlines menggunakan gabungan strategi respon krisis primer antarastrategi pengurangan (diminish) dan strategi pembangunan kembali (rebuild). Selain itu merekajuga menggunakan strategi respon krisis sekunder berupa strategi memuji (ingratiation) danstrategi korban (victimage).Kata kunci: Komunikasi Krisis, Lion Air, Public Relations, Respon Krisis, SCCT. AbstractLion Air Flight JT610 that operated from Jakarta to Pangkal Pinang crashed 13 minutes aftertakeoff on 29 October 2018, killing all 189 people on board. This accident causing crisis thatdrawing public attention towards the airlines that has been complained a lot by their customersabout their services management. Using descriptive qualitative method based on SituationalCrisis Communication Theory (SCCT) on data that collected through press release and newsrelated to the accident, this research tries to identify and describe how Public RelationsDepartment of PT. Lion Mentari Airlines, a company that operates Lion Air airlines creatingstrategies to manage and handle the crisis. This study shows that Public Relations Departmentof PT. Lion Mentari Airlines uses a combination of primary crisis response strategies betweendiminish strategies and rebuild strategies. In addition, they also used secondary crisis responsestrategies in the form of ingratiation strategies and victimage strategies.Keywords: Crisis Communication, Crisis Response, Lion Air, Public Relations, SCCT.

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