Download or read book Testing the Effects of Apology and Compassion Response in Product harm Crises in Situational Crisis Communication Theory written by Ying-Hsuan Lin and published by . This book was released on 2007 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Crisis Management By Apology written by Keith Michael Hearit and published by Routledge. This book was released on 2006-04-21 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume examines the role of apologia and apology in response to public attack. Author Keith Michael Hearit provides an introduction to these common components of public life, and considers a diverse list of subjects, from public figures and individuals to corporations and institutions. He explores the motivations and rationales behind apologies, and considers the ethics and legal liabilities of these actions. Hearit provides case studies throughout the volume, with many familiar examples from recent events in the United States, as well as an international apology-making case from Japan. The broad-perspective approach of this volume makes the content relevant and appealing to practitioners and scholars in public relations, business communications, and management. It is a valuable text for courses that take a discursive approach to public relations, and it also appeals to readers in business management, examining apology as a response strategy to corporate crises.
Download or read book AEJMC News written by and published by . This book was released on 2006 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Handbook of Communication and Corporate Reputation written by Craig E. Carroll and published by John Wiley & Sons. This book was released on 2015-06-22 with total page 656 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the latest insights from the world of communication studies into the nature of corporate reputation, this new addition to Wiley-Blackwell’s series of handbooks on communication and media reflects the growing visibility of large businesses’ ethical profiles, and tracks the benefits that positive public attitudes can bring. Serves as the definitive research collection for a fast-growing field featuring contributions by key international scholars Brings together state-of-the-art communication studies insights on corporate reputation Identifies and addresses the lacunae in the research literature Applies new theoretical frameworks to corporate reputation
Download or read book Here s the Story written by Ashley Nicole Hofer and published by . This book was released on 2014 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: The study of crisis communication has developed significantly over the past two decades, especially with the increased testing of the field's two prominent theories: Image Repair Theory (Benoit, 1997) and Situational Crisis Communication Theory (Coombs, 1995; Coombs & Holladay, 2002). However, despite an increased understanding of crises, the complexities surrounding organizational responses, and the real or perceived threat to organizations, there are still many gaps in the literature. One avenue for growth is the study of narratives, as there is initial evidence that narratives can be effective tools for organizations to use in times of crisis (e.g., van Laer & de Ruyter, 2010). This study explored how the level of crisis responsibility attributed to the organization influenced the effectiveness of narrative responses. Using an experimental design featuring SCCT's three crisis types and high vs. low narrative responses, this study found evidence of significant differences in narrative effectiveness dependent on empathy with the organization. High narrative messages were more effective in situations with high empathy, while low narrative messages were more effective in situations with low empathy. These findings confirm the importance of crisis type in predicting the effects of a crisis on the public's views of the organization. Recommendations for future studies of narratives and crisis communication are provided, as are additional conclusions about crisis communication.
Download or read book Never Easy to Say sorry written by So Young Lee and published by . This book was released on 2014 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Planning and executing a crisis response strategy that includes successful and effective communication with stakeholders are essential for companies, organizations and governments in order to maintain their reputations and sustain brands following a crisis. To determine the effectiveness of crisis response communication in terms of consumers' evaluation and information processing, this study experimentally examined the impact of crisis involvement and brand image and interaction effect in a corporate product harm crisis. Using fictitious scenarios to manipulate crisis involvement, brand image, and message framing, this study examines the effect of crisis response strategies (i.e., apology) on post-crisis attitudes toward a crisis brand and apology message, future purchase intention, and intention to engage in negative eWOM. Specifically, the study attempts to identify whether the interplay between these factors would increase the effectiveness of a company's crisis response regarding consumers' favorable attitudes and behavioral intentions. The results of the present research showed that the overall three-way interaction between crisis involvement, brand image, and message framing is significant. First, in the case of high crisis involvement, the combination of rational framing and symbolic brand image increases the effectiveness of the apology message, while the combination of emotional framing of crisis communication and functional brand image increases the effectiveness of the apology message. In contrast, in the case of low crisis involvement, the combination of rational framing and functional brand image increases the effectiveness of the apology message, while the combination of emotional framing and symbolic brand image increases the effectiveness of the apology message. In addition, the study suggests that crisis involvement and brand image have a primary effect on the efficacy of the apology message from the crisis company in terms of attitude towards the crisis brand and purchase intention. The study has significant practical implications in that the results indicate that practitioners can alleviate the consequences suffered in a crisis by employing a crisis response strategy that properly aligns crisis type with level of involvement. Following a crisis, it is necessary to communicate with consumers using proper response messaging that takes into consideration consumers' crisis involvement, brand image and message framing.
Download or read book Organizational Crisis Communication written by Finn Frandsen and published by SAGE. This book was released on 2016-10-19 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: When a crisis breaks out, it’s not always just the organization that reacts - the news media, customers, employees, trade associations, politicians, activist groups, and PR experts may also respond. This book offers a new and original perspective on crisis communication based on the theory of the Rhetorical Arena and the so-called multivocal approach. According to this approach, we gain a more dynamic and complex understanding of organizational crises if we focus not only on the communication produced by the organization but also take into account the many other voices who start communicating when a crisis breaks out. It provides: An in-depth overview of the five key dimensions of organizational crises, crisis management and crisis communication A comprehensive introduction to the theory of the Rhetorical Arena and the multivocal approach to crisis communication, including some of the most important voices inside the arena A series of important international case studies and case examples in each chapter. Suitable for students studying crisis communication modules on corporate communication, public relations, and management and organization studies courses.
Download or read book The Handbook of Crisis Communication written by W. Timothy Coombs and published by John Wiley & Sons. This book was released on 2012-01-10 with total page 770 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written as a tool for both researchers and communication managers, the Handbook of Crisis Communication is a comprehensive examination of the latest research, methods, and critical issues in crisis communication. Includes in-depth analyses of well-known case studies in crisis communication, from terrorist attacks to Hurricane Katrina Explores the key emerging areas of new technology and global crisis communication Provides a starting point for developing crisis communication as a distinctive field research rather than as a sub-discipline of public relations or corporate communication
Download or read book Social Media and Crisis Communication written by Yan Jin and published by Routledge. This book was released on 2022-02-25 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of this vital text integrates theory, research, and application to orient readers to the latest thinking about the role of social media in crisis communication. Specific crisis arenas such as health, corporate, nonprofit, religious, political, and disaster are examined in depth, along with social media platforms and newer technology. Social Media and Crisis Communication, Second Edition provides a fresh look at the role of visual communication in social media and a more global review of social media and crisis communication literature. With an enhanced focus on the ethics section, a short communication overview piece, and case studies for each area of application, it is practical for use in a variety of learning settings. A must-read for scholars, advanced students, and practitioners who wish to stay on the leading edge of research, this book will appeal to those in public relations, strategic communications, corporate communications, government and NGO communications, and emergency and disaster response.
Download or read book Scrutiny on the Bounty written by Kathleen Moore and published by . This book was released on 2014 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Few crisis communication theories have been studied in the last decade with as much rigor as Situational Crisis Communication Theory. With its assertion as a predictive, prescriptive, and evidence-based approach to aid crisis communication managers and professionals, numerous studies have tested facets of this theory with varying degrees of success. However, as crisis communication activity increasingly involves online communication, and social media in particular, new avenues of exploration are opened to examine this theory further as new questions come to light. Such as: what impact does the technology of social media have on the practice of crisis communication? How does the prescriptive format of this theory fit the realities of small business and organizations? As social media invites internal stakeholders and fans into open conversation with organizations, and as fans take it upon themselves to speak in defense of organizations during a crisis event, what is the impetus for this behavior and is there a way to capture and quantify this behavior as it manifests online? Do the older theories of crisis communication have utility when involved stakeholders are increasingly more conversant? The sinking of the tallship the HMS Bounty and the use of the organization's Facebook fan page for the purposes of crisis communication sets the context for this research. As the singular point of communication from the organization to the public, the case is examined from the perspectives of the parties of interest using Situated Crisis Communication Theory and Halo Effect as a guide. A mixed method was used for discovery, triangulation, and cross-validation of analysis. Data was collected from the organization's Facebook status updates and corresponding comments before, during, and after the sinking and assessed each quantitatively and qualitatively. Further, online conversations regarding the event in various forums and community pages were analyzed as well. Lastly, interviews were performed with persons from various stakeholder groups involved on the online conversations and were reviewed for clarification of events and more in-depth analysis. Key findings of this research identified a disparity between the applicability of SCCT and the realities of small businesses especially fan-based organizations, that technology has the potential to exacerbate secondary crises, and that there may be a predictive quality of fans exhibiting halo effect behavior. Implications of this research include a more in-depth understanding of technology mediated crisis communication and organizational practices by which to reconsider existing theories as well as design implications for Facebook.
Download or read book Advancing Crisis Communication Effectiveness written by Yan Jin and published by Routledge. This book was released on 2020-12-28 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advancing Crisis Communication Effectiveness shows how crisis communication plans and efforts for complex and challenging issues benefit when academic perspectives are connected with practitioner experiences. This book brings crisis and public relations scholars together with practicing professionals to integrate academic theories and research with the knowledge and lessons learned on the frontlines of crisis communication and management. This book illustrates how having insights and observations from both leading crisis communication scholars and professionals strengthens crisis management and communication strategies, plans, and coordination. Chapters co-authored by leading scholars and professionals highlight how academic theories and research can inform crisis management and response - and how practitioners can utilize, inform, and strengthen academic theories and research. For each topic area covered, examples and applications are provided that show how integrating public relations scholarship with practice can advance crisis communication effectiveness. This book represents a unique and timely contribution to the field of crisis management and communication. It will be an important resource for public relations and crisis management and communication scholars, educators, professionals, consultants, and graduate students.
Download or read book Ongoing Crisis Communication written by W. Timothy Coombs and published by SAGE Publications. This book was released on 2018-12-18 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ongoing Crisis Communication: Planning, Managing, and Responding provides an integrated approach to crisis communication that spans the entire crisis management process and crosses various disciplines. Drawing on firsthand experience in crisis management, author W. Timothy Coombs introduces a three-staged approach to crisis management—pre-crisis, crisis, and post-crisis. A truly integrative and comprehensive text, this book explains how crisis management can prevent or reduce the threats of a crisis, providing guidelines for how best to act and react in an emergency situation. The Fifth Edition includes new coverage of social media, social networking sites, and terrorist threats and includes expanded discussions of internal crisis communication and intuition in decision making. Visit the author′s blog at https://coombscrisiscommunication.wordpress.com.
Download or read book The Handbook of Applied Communication Research written by H. Dan O'Hair and published by John Wiley & Sons. This book was released on 2020-04-24 with total page 1100 pages. Available in PDF, EPUB and Kindle. Book excerpt: An authoritative survey of different contexts, methodologies, and theories of applied communication The field of Applied Communication Research (ACR) has made substantial progress over the past five decades in studying communication problems, and in making contributions to help solve them. Changes in society, human relationships, climate and the environment, and digital media have presented myriad contexts in which to apply communication theory. The Handbook of Applied Communication Research addresses a wide array of contemporary communication issues, their research implications in various contexts, and the challenges and opportunities for using communication to manage problems. This innovative work brings together the diverse perspectives of a team of notable international scholars from across disciplines. The Handbook of Applied Communication Research includes discussion and analysis spread across two comprehensive volumes. Volume one introduces ACR, explores what is possible in the field, and examines theoretical perspectives, organizational communication, risk and crisis communication, and media, data, design, and technology. The second volume focuses on real-world communication topics such as health and education communication, legal, ethical, and policy issues, and volunteerism, social justice, and communication activism. Each chapter addresses a specific issue or concern, and discusses the choices faced by participants in the communication process. This important contribution to communication research: Explores how various communication contexts are best approached Addresses balancing scientific findings with social and cultural issues Discusses how and to what extent media can mitigate the effects of adverse events Features original findings from ongoing research programs and original communication models and frameworks Presents the best available research and insights on where current research and best practices should move in the future A major addition to the body of knowledge in the field, The Handbook of Applied Communication Research is an invaluable work for advanced undergraduate students, graduate students, and scholars.
Download or read book Handbook of Risk and Crisis Communication written by Robert L. Heath and published by Routledge. This book was released on 2020-10-28 with total page 653 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handbook of Risk and Crisis Communication explores the scope and purpose of risk, and its counterpart, crisis, to facilitate the understanding of these issues from conceptual and strategic perspectives. Recognizing that risk is a central feature of our daily lives, found in relationships, organizations, governments, the environment, and a wide variety of interactions, contributors to this volume explore such questions as "What is likely to happen, to whom, and with what consequences?" "To what extent can science and vigilance prevent or mitigate negative outcomes?" and "What obligation do some segments of local, national, and global populations have to help other segments manage risks?", shedding light on the issues in the quest for definitive answers. The Handbook offers a broad approach to the study of risk and crisis as joint concerns. Chapters explore the reach of crisis and risk communication, define and examine key constructs, and parse the contexts of these vital areas. As a whole, the volume presents a comprehensive array of studies that highlight the standard principles and theories on both topics, serving as the largest effort to date focused on engaging risk communication discussions in a comprehensive manner. Now available in paperback, the Handbook of Risk and Crisis Communication can be readily used in graduate coursework and individual research programs. With perspectives from psychology, sociology, anthropology, political science, economics, and communication, the Handbook provides vital insights for all disciplines studying risk, and is required reading for scholars and researchers investigating risk and crisis in various contexts.
Download or read book Crisis Communication in the Digital Age written by Ayse Simin Kara and published by Cambridge Scholars Publishing. This book was released on 2018-12-13 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the course of recent years, in countries with high crisis expectation and risk probabilities, such as Turkey, a significant rise in the number of crises has been observed. Since current crisis practices are incident-specific, the role of public relations is largely overlooked, and, furthermore, crisis communication studies in non-Western cultures are scarce; this book fills these gaps through two distinct studies. The first highlights crisis management types and strategies by reflecting on interview responses collected from 35 different sectors and sub-sectors in Turkey. While interview findings are used to inform strategical know-how regarding the shift from crisis to opportunity during times of turbulence, the elicited responses reveal how practitioners perceive and respond to crises in the contemporary media landscape. The second analyses the recent upheaval caused by Watsons Turkey as a case study to stress the vital role of public relations in times of crisis.
Download or read book Responding to Crisis written by Dan Pyle Millar and published by Routledge. This book was released on 2003-12-08 with total page 393 pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent years, researchers and practitioners have explored the nature, theory, and best practices that are required for effective and ethical crisis preparation and response. The consequences of being unprepared to respond quickly, appropriately, and ethically to a crisis are dramatic and well documented. For this reason, crisis consulting and the development of crisis response plans and protocols have become more than a cottage industry. Taking a rhetorical view of crisis events and utterances, this book is devoted to adding new insights to the discussion, and to describing a rhetorical approach to crisis communication. To help set the tone for that description, the opening chapter reviews a rhetorical perspective on organizational crisis. As such it raises questions and provokes issues more than it addresses and answers them definitively. The other chapters can be viewed as a series of experts participating in a panel discussion. The challenge to each of the authors is to add depth and breadth of understanding to the analysis of the rhetorical implications of a crisis, as well as to the strategies that can be used ethically and responsibly. Central to this analysis is the theoretic perspective that crisis response requires rhetorically tailored statements that satisfactorily address the narratives surrounding the crisis which are used by interested parties to define and judge it. This volume will be of value to scholars and students interested in crisis communication, and is certain to influence future work and research on responding to crises.
Download or read book Information and Communication Technologies in Tourism 2022 written by Jason L. Stienmetz and published by Springer Nature. This book was released on 2022 with total page 503 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research.
