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Article
Publication date: 6 June 2018

John Brummette and Hilary Fussell Sisco

The purpose of this paper is to analyze the networks that form around an organizational crisis and identify the most predominant frames communicated by the traditional media and…

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Abstract

Purpose

The purpose of this paper is to analyze the networks that form around an organizational crisis and identify the most predominant frames communicated by the traditional media and other social media users.

Design/methodology/approach

Through the systematic analysis of 3,000 tweets, this study utilized the social analysis method to map and measure how crisis information spreads through social media as well as a content analysis to identify the type of frames being communicated online immediately following a crisis.

Findings

The results of this analysis show that the media were the most active and influential sharers of information following Chipotle’s E. coli crisis. This information shaped the frame of the story, which focused on the hazard components involved in the crisis and the outrage of the organization’s publics. Consequently, stakeholders framed the situation as an issue of policy due to poor food handling procedures.

Practical implications

This study also reaffirms the important presence of traditional media organizations as the originators of information in a crisis. Furthermore, the findings demonstrate how Twitter can serve as a framing tool for an organization’s stakeholders. Communication managers and professionals can use the methods in this study to gauge public sentiment and obtain information that can be used to shape their consequent crisis management efforts.

Originality/value

Findings from this study reveal that as awareness of an issue spreads, stakeholders will quickly turn to social media to obtain and share information, as well as communicate about the issue with other social media users. This study demonstrates how the SNA method can be used to develop theory, in the realm of social media and online communication and provide guidance for professionals crafting their communication.

Details

Journal of Communication Management, vol. 22 no. 3
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 1 April 2014

Marita Vos, Henny Schoemaker and Vilma Liisa Luoma-aho

This paper seeks to contribute to the field of corporate communication by clarifying the theoretical basis of communication in issue arenas and proposing an agenda for research on…

1993

Abstract

Purpose

This paper seeks to contribute to the field of corporate communication by clarifying the theoretical basis of communication in issue arenas and proposing an agenda for research on issue arenas.

Design/methodology/approach

Drawing on insights from stakeholder thinking, network theory, issues management, and agenda-setting theory, the authors identify different levels of analysis that could explain the behaviour of organisations in the public debate on current issues.

Findings

The organisation-centred approach is replaced by a strong emphasis on interaction in networks of organisations, groups and individuals. Decision-making on communication strategies can be further developed by analysing the particularities of each issue arena, in particular the characteristics of the issue and the actors involved as well as the course of the debate and the communication strategies utilised in stakeholder interaction.

Research limitations/implications

This theoretical approach calls for further research, but offers an agenda and suggests four starting levels for analysis.

Practical implications

This paper provides a timely approach to the analysis of corporate communication that may help understand the complexities of a rapidly changing organisational environment and, ultimately, assist organisations in developing customised communication strategies suited to each issue arena relevant to their operations.

Originality/value

Insights from various theories are brought together to serve as a starting point for the further analysis of communication in issue arenas.

Details

Corporate Communications: An International Journal, vol. 19 no. 2
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 12 February 2024

Minhee Choi and Baobao Song

Based on Lasswell’s communication model, this study investigates how four categories of factors (i.e. the source, content, medium and receiver) conjointly affect the relational…

Abstract

Purpose

Based on Lasswell’s communication model, this study investigates how four categories of factors (i.e. the source, content, medium and receiver) conjointly affect the relational, financial and social outcomes (i.e. what effect) of CSA communication.

Design/methodology/approach

With a survey (N = 366), this study found configurations of core CSA communication factors leading to three different CSA communication outcomes.

Findings

While this study found multiways to yield three different CSA outcomes, combinational logic indicated the combined effects from source, content, medium and receiver. With content and medium, individuals’ connectedness (receiver) to a CSA issue is a core factor leading to a high level of purchase intention and issue advocacy. This study also found that message strategies (i.e. informativeness, factual tone, no promotional tone) are core factors leading to a high level of trust and issue advocacy.

Practical implications

With the theoretical guidance, this research contributes to strategic communication practice for various entities involved in advocacy communication by enabling an improved understanding of advocacy communication factors and triggering different communication outcomes.

Originality/value

As CSA communication involves multiple strategies, conventional research agenda focusing on correlational and path analysis approaches provide limited understanding of communication practice. To fill this void, this study adopts a configurational approach to understand current CSA communication practices holistically.

Details

Corporate Communications: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 31 December 2003

Benita Steyn

Strategic management theory differentiates between enterprise, corporate, business, functional and operational strategy. Corporate communication strategy is conceptualised as a…

18423

Abstract

Strategic management theory differentiates between enterprise, corporate, business, functional and operational strategy. Corporate communication strategy is conceptualised as a functional strategy, providing focus and direction to the corporate communication function. Acting as a framework for the communication plans developed to implement the strategy, it makes the corporate communication function relevant in the strategic management process by providing the link between key strategic issues facing the organisation and communication plans. Corporate communication strategy is seen to be the outcome of a strategic thinking process by senior communicators and top managers taking strategic decisions with regard to the identification and management of, and communication with, strategic stakeholders.

Article
Publication date: 6 August 2019

Brooke W. McKeever, Robert McKeever, Geah Pressgrove and Holly Overton

The purpose of this paper is to apply communication theory to explore and help explain public support for causes and organizations in the form of prosocial behaviors, including…

Abstract

Purpose

The purpose of this paper is to apply communication theory to explore and help explain public support for causes and organizations in the form of prosocial behaviors, including donating, volunteering and participating in advocacy efforts.

Design/methodology/approach

Through a survey of people (n=1,275) living in the USA who indicated supporting issues they cared about in 2017, this research gathered information about motivations for providing public support for various causes and non-profit organizations.

Findings

The situational theory of problem solving (STOPS) was applied, and support was found for the STOPS model in terms of predicting communicative action. This study also found support for situational activeness influencing other behaviors, including active forms of communication, financial support, volunteer support and other forms of advocacy. Implications for practitioners managing communications or organizations involved in such efforts are discussed.

Originality/value

This research applied STOPS to study behaviors, including communication, volunteering, donating and participating in advocacy efforts as forms of prosocial behavior supporting different organizations related to many important issues. The paper provides theoretical value in terms of adding to the generalizability of the STOPS model for communications scholars and discusses practical implications for non-profit and other types of organizations.

Details

Journal of Communication Management, vol. 23 no. 4
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 6 February 2017

Nadine Strauβ and Jeroen Jonkman

The purpose of this paper is to find out how issue management and media monitoring is exercised in the digital age to anticipate crises. More specifically, it was investigated how…

3817

Abstract

Purpose

The purpose of this paper is to find out how issue management and media monitoring is exercised in the digital age to anticipate crises. More specifically, it was investigated how these practices differ across communication professionals, organizations, and sectors in the Netherlands. Organizations are nowadays confronted with a fast-changing environment. Anticipating dicey issues, being in control of the flow of messages, and managing various stakeholders on diverse channels becomes a primary concern for organizations these days.

Design/methodology/approach

The study relies on qualitative interviews with 17 communication professionals working in various industrial sectors in the Netherlands. Professionals were recruited from distinct organizations and from diverse sectors, including media, public affairs, technology, consultancy, municipality, lottery, oil/gas, cultural, insurance, and the financial industry. The interview data were analyzed by means of an inductive analysis and in-depth reading.

Findings

Practitioners seem to acknowledge the importance of issue monitoring. However, professionals differ with regard to their expertise in online media monitoring, depending on the sector they work for. Stakeholder mapping and the monitoring of competitors has been found to be crucial for issue management, but also to vary among large and small organizations. Eventually, monitoring in times of crises was seen indispensable. It also has the potential to empower practitioners within their organizations.

Originality/value

New technologies, external services, and automized monitoring processes have facilitated issue monitoring for professionals to a great extent, making it possible to analyze great amounts of data efficiently in short time and with fewer resources. Furthermore, the focus of media monitoring is increasingly moving toward the online sphere, including the active engagement of stakeholders. Eventually, the empowerment of practitioners through online monitoring practices in times of crises can be considered as a further step toward the positioning of communication professionals within the dominant coalition.

Details

Journal of Communication Management, vol. 21 no. 1
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 26 April 2022

Duli Shi

Drawing on the elaboration likelihood model, this study aims to examine how employee volunteer program (EVP) type, corporate visual identity, and issue involvement affect external…

Abstract

Purpose

Drawing on the elaboration likelihood model, this study aims to examine how employee volunteer program (EVP) type, corporate visual identity, and issue involvement affect external publics' attributions of EVPs and attitudes toward the company.

Design/methodology/approach

A 2 (EVP type: skills-based vs. not-skills-based) × 2 (salience of corporate visual identity: high vs. low) randomized experiment was conducted with 157 participants from Amazon's Mechanical Turk. A fictitious company and its EVP messages were created to control for the company's existing reputation and participants' past experiences with the company.

Findings

Participants responded positively toward EVP messages regardless of the EVP type. However, salient corporate visual identity significantly aroused participants' more attributed firm-serving motives, which led to more negative attitudes toward the company. Next, issue involvement presented its value in EVP communication as highly involved participants displayed favorable attributions of EVPs and positive attitudes toward the company.

Originality/value

This study approaches EVPs as an important CSR practice and expands the discussion on strategic CSR communication by uncovering the roles of central and peripheral cues in public responses to EVP messages. Moreover, the findings highlight the importance of fostering and enhancing publics' issue involvement in achieving successful EVP communication.

Details

Corporate Communications: An International Journal, vol. 27 no. 4
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 20 November 2017

Dai Q. Tran, Long Duy Nguyen and Allen Faught

Design-Build (D-B) is a project delivery method in which the owner procures both design and construction services in the same contract from a single legal entity. There is limited…

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Abstract

Purpose

Design-Build (D-B) is a project delivery method in which the owner procures both design and construction services in the same contract from a single legal entity. There is limited research on how communication among parties influences the success of D-B projects. The purpose of this paper is to examine D-B communication issues and provides effective practices on communication to improve D-B procurement processes in the USA.

Design/methodology/approach

The research methodology for this study includes a comprehensive review of literature, survey questionnaire, and structured interviews. A questionnaire was developed to collect data from professionals with an average of 23 years of experience related to D-B procurement. Eight structured interviews were conducted to verify and validate the survey questionnaire results.

Findings

The results showed that the communication issues vary along with each phase of the D-B process. The primary communication practices influencing the success of D-B projects are: establishing clear points of contact; providing clear and understandable information among stakeholders during the D-B process; and the timely sharing of information to all stakeholders.

Research limitations/implications

The chief limitation of this research is that the primary data were mostly opinions from experts although several empirical data were collected for cross-validation. This research did not consider the relationship of relevant contract clauses and communication issues.

Practical implications

The findings from this paper will help professionals better understand the D-B procurement process.

Originality/value

This is one of the first attempts to discuss D-B communication issues in each different phase of a D-B project.

Details

Engineering, Construction and Architectural Management, vol. 24 no. 6
Type: Research Article
ISSN: 0969-9988

Keywords

Book part
Publication date: 3 October 2019

Sine Nørholm Just and Rasmus Kjærgaard Rasmussen

This chapter discusses the ways in which digitalization and datafication challenge public relations (PR), arguing that technological developments create a need to re-conceptualize…

Abstract

This chapter discusses the ways in which digitalization and datafication challenge public relations (PR), arguing that technological developments create a need to re-conceptualize PR so as to account for data as affordance and actor. In so doing the chapter is conceptual; it discusses existing communicative theories in relation to current changes in the media landscape and its technological underpinnings. Focusing on the areas of crisis communication and issues management, we argue that datafication provides new ways of dealing with issues and, in turn, presents new issues for PR professionals. Thus, the chapter presents a novel conceptualization of PR in which technological affordances and agencies go hand in hand with human efforts in the configuration of communicative assemblages. More specifically, we argue that viewing data solely as an affordance merely provides new tools for solving existing issues. When the independent agency of data is recognized and employed, more effective means of solving such issues appear, but data itself also becomes an issue. The dilemma is best illustrated by the Cambridge Analytica scandal and the broader discussions about electoral manipulation and other covert uses of data it incurred. In this regard, balancing the dual demands of efficacy and ethics is as pressing a concern for PR as ever. The conceptualization of PR in terms of communicative assemblages, we suggest, may not only explain processes of issues formation better, but also provide a starting point for handling such processes ethically and effectively.

Details

Big Ideas in Public Relations Research and Practice
Type: Book
ISBN: 978-1-83867-508-0

Keywords

Article
Publication date: 24 April 2013

Urša Golob, Klement Podnar, Wim J. Elving, Anne Ellerup Nielsen, Christa Thomsen and Friederike Schultz

This paper aims to introduce the special issue on CSR communication attached to the First International CSR Communication Conference held in Amsterdam in October 2011. The aim of…

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Abstract

Purpose

This paper aims to introduce the special issue on CSR communication attached to the First International CSR Communication Conference held in Amsterdam in October 2011. The aim of the introduction is also to review CSR communication papers published in scholarly journals in order to make a summary of the state of CSR communication knowledge.

Design/methodology/approach

The existing literature on CSR communication was approached via systematic review. with a combination of conventional and summative qualitative content analysis. The final dataset contained 90 papers from two main business and management databases, i.e. EBSCOhost and ProQuest.

Findings

Papers were coded into three main categories. The results show that the majority of the papers are concerned with disclosure themes. Considerably less salient are papers that fall under process‐oriented themes and the outcomes/consequences of CSR communications. The most important outlets for CSR communication‐related topics are Journal of Business Ethics and Corporate Communications: An International Journal.

Originality/value

This paper represents the first attempt to perform a systematic and comprehensive overview of CSR communication papers in scholarly journals. Its value is in making this rather vast and heterogeneous literature more visible and accessible to all CSR communication scholars.

Details

Corporate Communications: An International Journal, vol. 18 no. 2
Type: Research Article
ISSN: 1356-3289

Keywords

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