‘The Enabling Role of Internal Organizational Communication in Insider Threat Activity – Evidence From a High Security Organization’

This paper explores the role of internal communication in one under-researched form of organizational crisis, insider threat – threat to an organization, its people or resources, from those who have legitimate access. In this case study, we examine a high security organization, drawing from in-depth interviews with management and employees concerning the organizational context and a real-life incident of insider threat. We identify the importance of three communication flows (top-down, bottom-up, and lateral) in explaining, and in this case, enabling, insider threat. Derived from this analysis, we draw implications for communication and security scholars, as well as practitioners, concerning: the impact of unintentional communication, the consequences of selective silence and the divergence in levels of shared understanding of security among different groups within an organization.

Why Zoom Is Not Doomed Yet: Privacy and Security Crisis Response in the COVID-19 Pandemic

The COVID-19 pandemic brought Zoom explosive growth and a major privacy and security crisis in March 2020. This research advances a producer’s perspective that directs attentions to institutional and organizational actors and draws on theories of privacy management and organizational crisis communication to examine Zoom’s response to its privacy and security crisis. We primarily use data from 14 weekly Ask Eric Anything webinars from April 8 to July 15, 2020 to illustrate the strategies of Zoom’s crisis response, especially organizational representation, the contours of its analytic account acknowledging and reducing responsibility, and patterns of corrective and preventive action for user education and product improvement. Results demonstrate the usefulness of the producer’s perspective and shed light on how Zoom navigated the privacy and security crisis through mobilizing networks of executives, advisors, consultants, and clients for expertise, endorsement, and collaboration. Moreover, its response strategies have built on and contributed to Zoom’s organizational mission and culture, reframing the crisis as a growth opportunity for prioritizing privacy and security rather than mere growing pains. Zoom’s nimble, reasonable, collaborative, interactive and curated organizational response to its privacy and security crisis as an unintended consequence of its sudden rise to prominence amid a global pandemic offers a useful model for tech firms’ crisis response at a crucial moment for the tech industry around the world. Implications are relevant to understanding the socio-technical and economic consequences of this ongoing global pandemic.

A Process Model of Leveraging Survival Crisis Towards Building Innovation as Core Competence: Theorization from the Journey of a Textile Firm

Although the extant research in entrepreneurial innovation shows how organizational challenges could enact such innovations, the relationship between organizational challenges and organizational innovation under the small and medium enterprise (SME) context requires attention. Especially considering that SMEs face supply chain challenges, we need to know whether such challenges consistently enact supply chain innovations. Moreover, although those innovations can address the immediate SME challenges, extant research does not capture the life cycle of the innovations efficiently. To find an answer to this theoretical quest, we conduct participatory case research at Saha Textile, India. The founder of Saha Textile started his journey as a small garment shop owner in a Bazar. Within two decades, Saha Textile became one of the most prominent vertically integrated organizations in the Indian textile sector. Our reflexive process study reveals that the organization faced multiple survival threats throughout its journey. The uniqueness of the organizational crisis enacted sensemaking in the organization. The organization looked at unusual and unconventional resources within its access and creatively converted those into valuable resources to address the challenges. If successful with the creative attempts in addressing the pressing challenges—the organization further strengthened those resources into core competence. Over time, the organizational learning in converting crisis to core competencies through creative utilization of resources became rational heuristics and acted as a (higher-order) dynamic capability. Our inductive theorization makes a significant academic contribution as it proposes a generalizable dynamic capability process model of converting crisis into innovation and capitalizing such innovations as a core competence. Our research points out the possibility of standardizing and leveraging innovations-as-crisis-responses as core competence towards a sustainable competitive advantage for practice.

Uncertainty management in organizational crisis communication: the impact of crisis responsibility uncertainty and attribution-based emotions on publics' further crisis information seeking

PurposeAlthough uncertainty has been identified as a key crisis characteristic and a multi-faceted construct essential to effective crisis management research and practice, only a few studies examined publics' perceived uncertainty with a focus on crisis severity uncertainty, leaving crisis responsibility uncertainty uninvestigated in organizational crisis settings.Design/methodology/approachTo close this research gap empirically, this study employed data from an online survey of a total of 817 US adults to examine how participants' crisis responsibility uncertainty and their attribution-based crisis emotions might impact their crisis responses such as further crisis information seeking.FindingsFirst, findings show that participants' crisis responsibility uncertainty was negatively associated with their attribution-independent (AI) crisis emotions (i.e. anxiety, fear, apprehension and sympathy) and external-attribution-dependent (EAD) crisis emotions (i.e. disgust, contempt, anger and sadness), but positively associated with internal-attribution-dependent (IAD) crisis emotions (i.e. guilt, embarrassment and shame). Second, crisis responsibility uncertainty and AI crisis emotions were positive predictors for participants' further crisis information seeking. Third, AI crisis emotions and IAD crisis emotions were parallel mediators for the relationship between participants' crisis responsibility uncertainty and their further crisis information seeking.Practical implicationsOrganizations need to pay attention to the perceived uncertainty about crisis responsibility and attribution-based crisis emotions since they can impact the decision of seeking crisis information during an ongoing organizational crisis.Originality/valueThis study improves uncertainty management in organizational crisis communication research and practice, connecting crisis responsibility uncertainty, attribution-based crisis emotions and publics' crisis information seeking.

Democratic Disarray: Organizational Messaging Coherence and the Local Echoing Press During the 2020 Iowa Democratic Caucus

The Iowa caucuses are the inaugural event of the American presidential nomination process. When the state Democratic Party failed to report the 2020 caucus results in a timely manner and manage the consequences, the crisis situation threatened the legitimacy of the party and the integrity of the results. This research presents an in-depth case of the Iowa Democratic Party’s public communication response regarding an event described by the Des Moines Register as “hell” and a “results catastrophe.” Specifically, we were interested in how the Iowa Democratic Party responded to the crisis event and the extent to which the party organization was successful in disseminating favorable messaging about the caucus process to the local press. Drawing on organizational crisis management and echoing press perspectives, this analysis uses network and qualitative analytic approaches to assess message development, dissemination, and ultimately adoption. A local event with national implications presents a critical case in investigating how a political party, due to its institutional role in American elections and unique organizational structure, struggled to respond to the crisis.

Crisis Communication Preparedness Practices Among U.S. Charitable Organizations: Results From a National Survey

Organizations should prepare for crises, through identifying crisis concerns, having written crisis communication plans, and designating teams for crisis planning and response, for example. Nonprofit organizations, which represent an important sector of U.S. society, are no different in needing to prepare, but to date, a review of their crisis communication preparedness is lacking. Therefore, a national online survey of 2,005 U.S. charitable organizations was administered to determine nonprofit organizations’ adoption of an anticipatory perspective of crisis management. The anticipatory perspective shifts the organization’s focus from reaction to crises to anticipation of them. According to the survey, 75% of organizations reported at least one organizational crisis in the 24 months prior to taking the survey (circa 2017–2019). Loss of a major stakeholder was the most common organizational crisis that had occurred and the greatest future concern. Most nonprofits (97.5%) reported implementing some crisis communication preparedness tactics. Importantly, charitable organizations can enact communication preparedness tactics without significantly detracting from program delivery. Moreover, given the general concerns within the sector, nonprofit organizations should prepare specifically for loss of a major stakeholder and technologically created crises such as data breaches and negative word of mouth on social media.