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Crisis management.

Graduate and MBA.

This case analyzes the event of disappearing flight MH370 belonging to Malaysia Airlines which attracted worldwide attention from a third-party perspective. This case describes clearly the entire process of the crisis, mainly focusing on the decisions made and action taken by the Malaysian Government, and then illustrates the assessment and diagnosis of the crisis.

This case not only provides a sample for the teaching of strategic and crisis management but also supplies effective guidance for the measures a nation can take regarding a huge crisis.

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The purpose of this paper is to explore the notion of effectiveness in the context of organisational crisis. It considers the “darker” side of organisational effectiveness by exploring the processes by which effectiveness can be eroded as an organisation moves from an ordered state, through a complex one, and into a state of chaos, or crisis. It brings together complementary literatures on risk, crisis management, and complexity, and uses those lenses to frame some of the key processes that allow organisations to transition to a state that shapes their inabilities to remain effective.

The paper sets out a theoretical framework for the analysis of a crisis event and does so in a way that emphasises the role of the human element in the various stages of a crisis: the incubation phase, the operational crisis, and the post-event legitimation phase. The paper uses the emerging crisis around the disappearance of Malaysia Airlines flight MH370 to illustrate some of the task demands associated with a crisis and the manner in which crisis events challenge the efficiencies and capabilities of organisations to deal with complex, multi-layered issues in which uncertainty is high. Given the emergent nature of that particular crisis, the use of the case is purely illustrative rather than analytically grounded in a normal case study approach.

The paper highlights a number of underlying elements that contribute to the generation of crises and offers recommendations for managers on how to deal with those demands. The paper shows how an organisation can move from an ordered state into a complex or chaotic one and highlights some of the problems that arise when an organisation does not have the capabilities to respond to the task demands generated by such a shift in the environment.

The paper challenges some of the normal practices of management in a “steady state” environment and highlights the need to consider the organisational capabilities that are necessary to deal with the transition from a stable to an unstable system state and ensure organisational effectiveness in the process. A core message within the paper is that the “normal” processes of management can contribute to the generation of crises as organisations prioritise short-term efficiencies over the strategies for longer-term effectiveness. The implications for crisis management practices are discussed.

The paper considers an issue that has wider applicability within society namely the relationships between organisational effectiveness and risk. The issues raised in the paper have applicability in a range of other societal settings.

The key output from the paper is the development of a theoretical framework that allows for an analysis of the relationships between crises and organisational effectiveness. The paper argues that effectiveness and crisis management are intrinsically linked and that crises occur when organisational effectiveness is impaired. The paper highlights the role that template-based approaches to dealing with complex problems can have in terms of the generation of crisis events.

Information vacuums (IVs) arise from organizational failure to satisfy the stakeholders’ informational demands during crises. The purpose of this paper is to expand Pang’s (2013) study of the phenomenon of IV by investigating its nature, stages, intensifying factors and resolution.

Print and social media data of five recent international crises with apparent IVs were analyzed.

Poor crisis communications are intensifying factors that induce media hijacks and hypes, distancing, and public confusion. A four-stage model maps the phenomenon into a flow chart describing its development. IV termination begins when organizations either respond with information or provide solutions, results, and/or compensation. Natural and strategic silence were observed and defined.

The study lays the foundation for future examination of how media literacy, governments, and culture, both societal and organizational, induce or exacerbate the phenomenon.

Immediate, adequate, transparent, credible, and consistent crisis responses manage the IV and crisis, diminish the intensification of subsequent crises, and potentially reduce image and reputational damages.

The knowledge of the phenomenon is further developed and new theoretical models are conceptualized to provide researchers and practitioners a clearer understanding of how an IV can develop, persist, deepen, and resolve.

The purpose of this paper is to present a Big Data solution as a methodological approach to the automated collection, cleaning, collation, and mapping of multimodal, longitudinal data sets from social media. The paper constructs social information landscapes (SIL).

The research presented here adopts a Big Data methodological approach for mapping user-generated contents in social media. The methodology and algorithms presented are generic, and can be applied to diverse types of social media or user-generated contents involving user interactions, such as within blogs, comments in product pages, and other forms of media, so long as a formal data structure proposed here can be constructed.

The limited presentation of the sequential nature of content listings within social media and Web 2.0 pages, as viewed on web browsers or on mobile devices, do not necessarily reveal nor make obvious an unknown nature of the medium; that every participant, from content producers, to consumers, to followers and subscribers, including the contents they produce or subscribed to, are intrinsically connected in a hidden but massive network. Such networks when mapped, could be quantitatively analysed using social network analysis (e.g. centralities), and the semantics and sentiments could equally reveal valuable information with appropriate analytics. Yet that which is difficult is the traditional approach of collecting, cleaning, collating, and mapping such data sets into a sufficiently large sample of data that could yield important insights into the community structure and the directional, and polarity of interaction on diverse topics. This research solves this particular strand of problem.

The automated mapping of extremely large networks involving hundreds of thousands to millions of nodes, encapsulating high resolution and contextual information, over a long period of time could possibly assist in the proving or even disproving of theories. The goal of this paper is to demonstrate the feasibility of using automated approaches for acquiring massive, connected data sets for academic inquiry in the social sciences.

The methods presented in this paper, together with the Big Data architecture can assist individuals and institutions with a limited budget, with practical approaches in constructing SIL. The software-hardware integrated architecture uses open source software, furthermore, the SIL mapping algorithms are easy to implement.

The majority of research in the literature uses traditional approaches for collecting social networks data. Traditional approaches can be slow and tedious; they do not yield adequate sample size to be of significant value for research. Whilst traditional approaches collect only a small percentage of data, the original methods presented here are able to collect and collate entire data sets in social media due to the automated and scalable mapping techniques.

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

The Malaysian Government’s flag-carrier air service, Malaysia Airlines, has a chequered history and, despite turnaround efforts and the energies of a new CEO, did not appear to be recovering sufficiently. Then disaster stuck, with the downing of two of its aircraft. “What now for Malaysia Airlines?” remains an unanswered question.

The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

This paper aims to examine how media play a role in community responses to disaster. The authors explore how communication technology may allow new relationships between community groups and emergency agencies. The authors examine the context within which warnings and risk communication are interpreted by media services. The authors observe how, in an emergency context, the thinking about media may change from that of a linear framework of information provision to one of shared resources.

The authors focus on Second Life, a shared, online space which uses 3D graphic images to simulate a virtual environment. Second Life is posited as a media tool with clear advantages for the training of emergency services professionals and citizens in the community. The authors observe emergency training scenarios and advantages for training for critical thinking and decision-making.

The authors observe then how virtual worlds such as Second Life provide an online forum in which participants can interact, communicate and simulate action in a complex 3D graphic environment. Second Life may be a useful medium for simulating and testing geo-physical and social manoeuvres using the modeling tools. This may allow for collaborative decision-making in simulations which can prepare or rehearse people for emergency conditions. It may be useful in an emergency with information streamed and coordinated at a single online site. A shared network like Second Life may be shared by many people co-synchronously or a-synchronously, despite their geographic distance. Second Life applications may also be useful in the aftermath of emergencies for design and rebuilding, for analytical and educational purposes.

It is clear that social networks like Second Life provide a valuable tool with which to learn about and share data and information about bushfires, community emergencies and safety precautions in a social setting. It can also provide, at the local level, a forum for community information and discussion, as well as for counselling and reconstruction in the aftermath.

The authors suggest that the range and flexibility of tools and their excellent geographic visualization and social networking functions may in future allow for learning and decision-making among diverse and disparate groups who can come together in virtual space. It is especially useful in remote communities as a means of uniting people who are otherwise isolated by distance or trapped in emergency situations. Second Life is useful for sharing information, organizational and local knowledge about disaster and mitigation management. This media-rich platform is valuable to a community that is increasingly adept with shared, 3D graphic computer interfaces.

Applications like Second Life may provide a space where users can access a range of tools as a means of informing, educating, empowering and warning participants in emergency scenarios, both real and simulated. They are more than virtual spaces; they are also social spaces. A platform like Second Life may provide a virtual solution for such communication challenges especially where communities are too remote, too dispersed or even too many in number to be easily accessible in the field.

This paper contains new and significant information about emerging communication systems and platforms that may be of use to those researching and planning around disaster management, mitigation and resilience. It addresses the use of new techniques which are the result of innovation in technology, software design and network design. It applies a discussion of these techniques to several hypothetical and real-life scenarios to explore the potential for virtual tools as a way of providing enriched information, mapping and communication tools across a range of disaster response scenarios.

The aim of this research is to analyse the impact of relative advantage, compatibility, ease of use, visibility, voluntariness, image, result demonstrability and trialability on intention to use internet security software using a model developed based on perceived characteristics of innovation by Moore and Benbasat (1991) among undergraduate students.

Using an intercept survey method, 425 responses were collected from a Malaysian public university using a closed questionnaire which was gotten from the literature. The authors used the SmartPLS software which is a second-generation structural equation modelling software that can be used to model latent variables with negligible requirements.

The results show that relative advantage, compatibility, visibility, voluntariness, result demonstrability and trialability had a positive effect on use of internet security software while ease of use and image was not significant.

The most important predictor was trialability which sends a clear signal to software developers that users would like to be able to try the software before making a decision to purchase and use. However, the research is limited to students only. Therefore, future research can be extended to wider population.

The result of this paper provides beneficial information to the internet security software developers about what factors affect users’ intentions to buy their products.

The authors used the comprehensive innovation diffusion theory to test the security behaviour of under graduate students from a developing country’s perspectives. Many other similar studies have been done in the developed country’s context. Thus, this paper adds to the literature from a developing country’s perspective.