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Article
Publication date: 17 May 2013

Tom Maddocks

The purpose of this paper is to address some of the media‐handling implications when a company is hit by a crisis that could affect its corporate reputation.

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Abstract

Purpose

The purpose of this paper is to address some of the media‐handling implications when a company is hit by a crisis that could affect its corporate reputation.

Design/methodology/approach

The author categorises some of the types of crisis that can affect an organisation and looks at possible media messages.

Findings

The author shows the importance of preparing appropriate messages in advance for relevant groups of stakeholders.

Originality/value

The paper gives cogent reasons as to why effective crisis media training is vital for organizations.

Book part
Publication date: 3 December 2018

Adrian Wheeler

Abstract

Details

Crisis Communications Management
Type: Book
ISBN: 978-1-78756-615-6

Content available
Book part
Publication date: 3 December 2018

Adrian Wheeler

Abstract

Details

Crisis Communications Management
Type: Book
ISBN: 978-1-78756-615-6

Abstract

Details

Crisis Communications Management
Type: Book
ISBN: 978-1-78756-615-6

Case study
Publication date: 5 March 2018

Vaibhavi Kulkarni

The case revolves around a job offer received by Vinita Upadhyay, a journalist working with a regional daily. Taking up the offer would mean a shift from journalism and require…

Abstract

The case revolves around a job offer received by Vinita Upadhyay, a journalist working with a regional daily. Taking up the offer would mean a shift from journalism and require her to join the public relations industry. The case provides three different perspectives regarding this offer. It begins with Upadhyay's perspective, followed by the views of Geet Sethi, who has offered her the job, and finally, that of Minesh Modi, who is her maternal uncle. The case is indicative of the challenges involved in persuading someone who is not open to arguments because of normative beliefs and internal biases.

Details

Indian Institute of Management Ahmedabad, vol. no.
Type: Case Study
ISSN: 2633-3260
Published by: Indian Institute of Management Ahmedabad

Keywords

Article
Publication date: 30 October 2020

Nele Cannaerts

The main purpose of this paper is to provide empirical evidence for effective crisis communication in public emergencies including the relevance of planning and training and…

1756

Abstract

Purpose

The main purpose of this paper is to provide empirical evidence for effective crisis communication in public emergencies including the relevance of planning and training and rehearsal; to explore the role of different stakeholders and how social media influence effective crisis communication.

Design/methodology/approach

A qualitative research design was employed. Two events were analysed, via the synthesis model for handling crisis communication in the public sector, as cases. First, via post-crisis semi-structured interviews, a gas explosion in the city of Antwerp was analysed. Second, via participant observation of a training and rehearsal exercise, more insight was gained on the role of training and social media for crisis communication.

Findings

The findings of this paper provide empirical evidence that (1) effective crisis communication is communication that is diversified across different crisis stages and diverse stakeholders; (2) that different internal social media tools and external social media tools are necessary to be monitored for effective crisis communication; (3) that training and rehearsal are of great importance for effective crisis communication.

Originality/value

This paper contributes to three current crisis communication research calls. First, the call for more research focusing on public sector crisis management, using public sector crisis communication models. Second, the call for the implementation of a more multiple-actor approach instead of an organisation-centred approach; and, third, the call for gaining insight into how specific communication channels are used before, during and after a crisis.

Details

International Journal of Emergency Services, vol. 10 no. 1
Type: Research Article
ISSN: 2047-0894

Keywords

Article
Publication date: 29 December 2021

Christine Van Winkle and Shawn Corrigan

The purpose of the study was to explore multidirectional flows of information over the course of an emergency. The following research questions were designed to guide this study…

Abstract

Purpose

The purpose of the study was to explore multidirectional flows of information over the course of an emergency. The following research questions were designed to guide this study: How does social media communication unfold over the course of an emergency at a cultural event? How does the nature and purpose of social media communication between all SM users change once an emergency occurs that affects event operations? How does the sentiment of social media communication change once an emergency occurs that affects event operations?

Design/methodology/approach

This study explored how social media was used to communicate about on-site emergencies at community cultural events. Three events were studied before, during and after an on-site emergency that disrupted the event. The Twitter and Facebook posts referencing emergencies that took place at Shambhala, Detonate and Zombicon were explored, and the nature and purpose of the posts revealed how online communication changed throughout the emergencies. The Social Mediated Crisis Communication Model guided this research and findings contribute to the model's ongoing development by incorporating additional theories and models.

Findings

The research demonstrates that social media communication shifts during an emergency and how communication moves through a network changes. Once an emergency is underway, communication increases and who is talking with whom changes. The nature and purpose of the social media conversation also evolves over the course of an emergency.

Research limitations/implications

This study examined the social media communication during three on-site emergencies at three different cultural events. The findings contribute to the understanding of the Social Media Crisis Communication Model. Specifically, the research confirms the various actors who engage online but also shows that two-way communication is not common. As this study only examined three events experiencing three different emergencies, we have a limited understanding of how the type of emergencies affects social media communication.

Practical implications

The findings show the need for pre-crisis work by event organizers. It is necessary for the events to build trust with their online communities to ensure that when an emergency occurs the event will be seen as a trusted source. Also, staff training is needed to ensure people are prepared to handle the complexities of communicating online during an emergency. Issues like misinformation, influencers and the rapid pace of social media communication create a challenging environment for staff who are unprepared.

Originality/value

Emergencies can threaten the survival of event organizations and put the health and wellness of attendees, staff and other stakeholders at risk. The study of crisis communication in special event contexts has received little theoretical attention and yet it is an important area of event management practice. Social media is an essential part of communication strategies and should be integrated into emergency planning to best reach people when an emergency threatens the safety of those involved with the event. The Social Media Crisis Communication Model offers some insight, but understanding its relevance is necessary if it is to be integrated into event emergency management.

Details

International Journal of Event and Festival Management, vol. 13 no. 2
Type: Research Article
ISSN: 1758-2954

Keywords

Article
Publication date: 23 November 2018

Siyoung Chung, Mark Chong, Jie Sheng Chua and Jin Cheon Na

The purpose of this paper is to investigate the evolution of online sentiments toward a company (i.e. Chipotle) during a crisis, and the effects of corporate apology on those…

1314

Abstract

Purpose

The purpose of this paper is to investigate the evolution of online sentiments toward a company (i.e. Chipotle) during a crisis, and the effects of corporate apology on those sentiments.

Design/methodology/approach

Using a very large data set of tweets (i.e. over 2.6m) about Company A’s food poisoning case (2015–2016). This case was selected because it is widely known, drew attention from various stakeholders and had many dynamics (e.g. multiple outbreaks, and across different locations). This study employed a supervised machine learning approach. Its sentiment polarity classification and relevance classification consisted of five steps: sampling, labeling, tokenization, augmentation of semantic representation, and the training of supervised classifiers for relevance and sentiment prediction.

Findings

The findings show that: the overall sentiment of tweets specific to the crisis was neutral; promotions and marketing communication may not be effective in converting negative sentiments to positive sentiments; a corporate crisis drew public attention and sparked public discussion on social media; while corporate apologies had a positive effect on sentiments, the effect did not last long, as the apologies did not remove public concerns about food safety; and some Twitter users exerted a significant influence on online sentiments through their popular tweets, which were heavily retweeted among Twitter users.

Research limitations/implications

Even with multiple training sessions and the use of a voting procedure (i.e. when there was a discrepancy in the coding of a tweet), there were some tweets that could not be accurately coded for sentiment. Aspect-based sentiment analysis and deep learning algorithms can be used to address this limitation in future research. This analysis of the impact of Chipotle’s apologies on sentiment did not test for a direct relationship. Future research could use manual coding to include only specific responses to the corporate apology. There was a delay between the time social media users received the news and the time they responded to it. Time delay poses a challenge to the sentiment analysis of Twitter data, as it is difficult to interpret which peak corresponds with which incident/s. This study focused solely on Twitter, which is just one of several social media sites that had content about the crisis.

Practical implications

First, companies should use social media as official corporate news channels and frequently update them with any developments about the crisis, and use them proactively. Second, companies in crisis should refrain from marketing efforts. Instead, they should focus on resolving the issue at hand and not attempt to regain a favorable relationship with stakeholders right away. Third, companies can leverage video, images and humor, as well as individuals with large online social networks to increase the reach and diffusion of their messages.

Originality/value

This study is among the first to empirically investigate the dynamics of corporate reputation as it evolves during a crisis as well as the effects of corporate apology on online sentiments. It is also one of the few studies that employs sentiment analysis using a supervised machine learning method in the area of corporate reputation and communication management. In addition, it offers valuable insights to both researchers and practitioners who wish to utilize big data to understand the online perceptions and behaviors of stakeholders during a corporate crisis.

Details

Journal of Communication Management, vol. 23 no. 1
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 1 August 1997

Linda S. Ashcroft

Considers management of information and effective communication at times of crisis. Examines recent crises to illustrate how and why poor management of information and…

20450

Abstract

Considers management of information and effective communication at times of crisis. Examines recent crises to illustrate how and why poor management of information and communication has had disastrous effects. Discusses basic rules together with preparation and training for crisis management, including a crisis checklist, phone lines, spokespersons, conveying the message and training support staff. Comments on the need for the establishment of house rules to avoid problems. Discusses interpretations of “off the record” and how problems can arise from differing interpretations. Establishes the value of simultaneous communication to all audiences.

Details

Journal of Managerial Psychology, vol. 12 no. 5
Type: Research Article
ISSN: 0268-3946

Keywords

Article
Publication date: 1 February 1997

Terrence L. Warburton and Rod Troester

While the importance of the corporate spokesperson in the media‐organisation relationship is consistently recognised in the literature, little is known in terms of the actual…

Abstract

While the importance of the corporate spokesperson in the media‐organisation relationship is consistently recognised in the literature, little is known in terms of the actual practices and perceptions of the various parties involved. Based on a survey of media personnel, corporate spokesperson and CEOs, this paper identifies the respective perceptions and discusses their implications.

Details

Journal of Communication Management, vol. 1 no. 4
Type: Research Article
ISSN: 1363-254X

Keywords

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