Image repair in late night comedy: Letterman and the Palin joke controversy

David Letterman, host of The Late Show, told a joke about Sarah Palin's daughter during one of his nightly monologues. During the ensuing controversy, Letterman offered two extended statements about the joke. Approaching Letterman's responses from the perspective of Benoit's image repair typology reveals three primary strategies: denial, mortification, and corrective action. While Letterman's first attempt to resolve the controversy failed, his second attempt was largely successful. Implications for public relations image repair strategies are offered.     

Are crisis communicators practicing what we preach?: An evaluation of crisis response strategy analyzed in public relations research from 1991 to 2009

Quantitative content analysis is used to evaluate crisis response strategy analyzed in more than 18 years of research published in crisis communication literature in public relations to reveal its effectiveness, nature, and contextual application. Analysis of 51 articles published in 11 different journals using two dominant theories in public relations crisis communication literature, Benoit's Image Restoration Theory and Coombs’ Situational Crisis Communication Theory, indicates a lack of diversity in cases analyzed by scholars, gaps between theory and practice, and pressing directions for future research in crisis communication.     

Jon and Kate Plus 8: A case study of social media and image repair tactics

Broadening the application of Benoit's image repair theory, this case study compares and contrasts crisis management strategies of Jon and Kate Gosselin during their 2009 highly publicized divorce. Specifically, it looks at how they presented themselves through personal statements, interviews and social media in two phases: the year before and the year after their divorce. Findings indicate the two used many image repair strategies and experienced varying levels of success. In the end, media outlets utilized traditional cultural narratives in their framing of both celebrities, depicting Kate as a distraught wife/single mother and Jon as an irresponsible and untrustworthy husband/father. Media later transitioned to a more positive portrayal of Jon and a negative portrayal of Kate. Exploring social media added a fresh dimension to previous image repair analyses. Findings indicate social media allow celebrities to publish information fast and efficiently without a gatekeeper; however, they must still follow traditional image repair strategies to succeed.     

Integrating public relations and legal responses during a crisis: The case of Odwalla, Inc.

Crisis management is a form of issues management in which crisis managers attempt to control the terms used to describe corporate actions. In this sense, a crisis can be seen as an opportunity to demonstrate the organization's commitment to responsible behavior and to outline the steps being taken to eliminate the problem. The organization's decision-making process is evident in its communication response (public relations versus legal) strategies.This study examines the crisis communication strategies employed by Odwalla, Inc. during its juice contamination crisis, a crisis whose impact on public health and safety gave it the potential for developing into an issue that required public policy relief. An analysis of the content of published responses made by Odwalla officials showed that public relations response strategies dominated legal response strategies throughout the crisis, followed by mixed public relations and legal strategies. This case provides a clear example of the collaborative approach to crisis management in terms of legal versus public relations strategies. In addition, Odwalla exerted control over the crisis through its recall, the development of a process to eliminate the problem, and raising the issue of pasteurization.     

Beyond a dyadic approach to public diplomacy: Understanding relationships in multipolar world

This study advocates for a multipolar approach to public diplomacy within a public relations framework. This study applies semantic network analysis to understand Chinese public diplomacy efforts during the 2011 Libya crisis. Two theories, image building and relationship management, informed the analysis. Four important findings emerged from the analysis. First, the evidence suggests that the combination of image building and relationship management provides a comprehensive theoretical framework to understand public diplomacy communication efforts. Second, understanding triads of national relationships reveals nuances that cannot be captured by a dyadic approach to public diplomacy. Third, this study introduces a new method, semantic network analysis, to the research of public diplomacy, and reveals linguistic relationships and shared meaning manifested in the content of People's Daily newspaper coverage of the Libya crisis. Finally, the findings support the pervasiveness of multipolar thinking. Public diplomacy in general, and soft balancing specifically, is about positioning a nation in a wider context and strategically using relationships to accomplish foreign policy goals.     

Finding renewal in the midst of disaster: The case of the deepwater horizon oil spill

In 2010, the United States experienced the worst environmental disaster in its history. An explosion on a BP oilrig located in the Gulf of Mexico triggered the crisis. As a result, the United States coast guard and BP were charged with crisis communication in its response to the crisis. This essay provides an unprecedented examination and analysis of the communication experiences of public information officers who worked in the unified command center in Houma, Louisiana during the Deepwater Horizon oil spill response. The authors use the discourse of renewal theory to understand the communication practices and choices of the public information officers. Then, using the renewal framework, the authors present three implications for improving crisis communication research and practice.     

Hierarchical consistency of strategies in image repair theory: PR practitioners’ perceptions of effective and preferred crisis communication strategies

ABSTRACT

Drawing from image repair theory and situational crisis communication theory, this study advances crisis communication theory by analyzing nearly 800 public relations professionals’ perceptions of 15 image repair strategies. A national sample of US public relations professionals evaluated communication strategies for their effectiveness and preference for use in three crisis scenarios (accidents, product safety, and illegal activity). Compensation, corrective action, and mortification were the most highly ranked crisis response strategies, regardless of attribution of organizational responsibility or culpability, across 3 different types of accidental and preventable crises. This hierarchical consistency suggests that using communication strategies for maintaining and strengthening an organization’s relationships with its publics may be the best protection for sustaining and repairing positive reputation long-term.     

Restoring a reputation: The Duke University lacrosse scandal

Duke University was thrust into a crisis situation when three members of its lacrosse team were indicted on charges of first-degree rape and sexual assault. As the story received extensive media coverage and while the prosecution and defense were making their legal arguments, the reputation of Duke University was called into question and it too was in need of appropriate public relations communication strategies. The purpose of this paper is to summarize the actions and public relations communication emanating from Duke in its attempt to frame the story and restore its reputation. Public relations theories that focus on image restoration as articulated by Benoit [Benoit, W. L. (1995). Accounts, excuses, and apologies: A theory of image restoration strategies. Albany, NY: State University of New York Press; Benoit, W. L. (2000). Another visit to the theory of image restoration strategies. Communication Quarterly, 48(1), 40–44] and Coombs [Coombs, W. T. (1995). Choosing the right words: The development of guidelines for the selection of the “appropriate” crisis response strategies. Management Communication Quarterly, 8, 447–476; Coombs, W. T. (2006). Crisis management: A communicative approach. In C. H. Botan & V. Hazleton (Eds.). Public relations theory II (pp. 171–197). Mahwah, NJ: Lawrence Erlbaum Associates] as well as the concept of message framing are presented and used to analyze Duke's communication response. Studying the Duke case provides an example of an organization executing theoretical concepts in a practical situation.     

Public relations role in a global competition “to sell” alternative political and socio-economic models of market economy

This article extends the transitional public relations approach to international public relations research. The arguments are presented that public relations strategies and instruments were and are further on used in that competition to promote, and sometimes impose certain political and socio-economic models of market economy. The main global players, first of the United States, but most recently also China are trying to “sell” their own model not only in the former socialist/communist but also in developing countries. On the other hand, the campaign to promote European social model has just been initiated by the European Parliament.     

An Empirical Analysis of Image Restoration: Texaco's Racism Crisis

As in any social science, theory in public relations is advanced by making and testing predictions from that theory. This article reports the results of a study designed to test some claims advanced by image restoration theory, a theory that is being used and cited frequently in crisis management research. The experimental study subjects conclusions from a case study to empirical analysis. More precisely, claims about the effectiveness of various image restoration strategies used in Texaco's efforts to combat a racism incident are tested. The results suggest that many conclusions drawn from image restoration case studies should be taken only as tentative. The results recommend a more rigorous application of image restoration theory to unpack its utility for crisis management and public relations.     

Social media dialogues in a crisis: A mixed-methods approach to identifying publics on social media

Despite the promise of social media to engender dialogue, the common approach to studying social media may prioritize monologue, whereby research considers the strategies organizations use in targeting publics, particularly in a crisis. This study uses a mixed-method approach to analyze dialogue in a crisis—semantic network analysis and content analysis. Specifically, this study examines the emotional expression and crisis coping behaviors on social media during two separate terror attacks: the Paris terror attacks in 2015 and the Barcelona terror attacks in 2017. Results demonstrate how publics may be identified and understood through semantic network analysis and content analysis. This study also shows the connection between emotions and coping, expanding the crisis communication literature in public relations, and suggests the need to consider agenda-setting and resilience in crisis communication research. Finally, we discuss this study’s implications for assuming a dialogic orientation in public relations.     

Filmic public relations for a global audience: The United Nations and The Blue Vanguard

The project investigates the use of documentary film as a public relations tool by the United Nations (UN) for worldwide promotion of its first peacekeeping intervention in response to the Suez crisis of 1956. Specifically, it undertakes a historical investigation into the communicative purpose of the 1957 documentary film, The Blue Vanguard, which was made by the UN Department of Public Information (UNDPI). Beyond the interest connected with the intervention in the Suez crisis, the film is significant in the history of the UN’s global public relations since it was one of the first films made for the UN by UK film director, Thorold Dickinson, who arrived as Chief of Film at the UN in October 1956.The author argues that Thorold Dickinson used the documentary to make a radical public information proposition to a global audience on behalf of the United Nations. Specifically, the public relations discourse and cinematicity in The Blue Vanguard reminded a global audience that achieving peace required a new level of cultural tolerance and global co-operation, involving codes of judgement beyond the nationalistically-determined registers of the time.     

Actional Legitimation: No Crisis Necessary

This article articulates the fundamental nature of "legitimacy" to public relations research and sets forth actional legitimation as a productive new area for public relations studies. After tracing the development of the idea of "corporate legitimacy," this research distinguishes between institutional and actional legitimacy. Although institutional legitimacy has formed a basis for studies of crisis communication, image, values advocacy, and issue management, actional legitimacy studies allow for the study of more day-to-day public relations activities in which publics have a more immediate impact on corporate policy. The article concludes that actively studying strategies of legitimation for specific corporate policies would produce useful scholarship that builds on extant legitimacy literature.     

Presidential crisis: An analysis of Biden & Trump’s crisis communications strategies in response to allegations of sexual misconduct

While campaigning for president of the United States, both Donald Trump (2016) and Joe Biden (2020) faced serious allegations of sexual misconduct. Consequently, the sexual misconduct allegations were classified as a crisis for the candidates themselves and their campaigns. This study identified the crisis communications strategies that each individual and their respective campaign utilized, analyzing the ways in which each candidate adhered to and deviated from the established framework of the crisis communications model (Strategic Crisis Communications Theory) (Coombs, 1995). Artifacts during the campaign season such as statements, press releases, responses, and news articles were collected and analyzed under the framework of the SCCT. Research indicates that each candidate was able to utilize “mismatched” strategies successfully, suggesting that the SCCT may be applied in political contexts. More research is needed to better understand the role SCCT plays in the political realm--especially within political organizations and campaigns.     

Global activism and new media: A study of transnational NGOs’ online public relations

This study examines how transnational nongovernmental organizations make use of new media tools in their public relation activities and what factors influence their online public relations. A survey of communication representatives at 75 transnational NGOs based in the United States found that promoting the organization's image and fund-raising were the two most important functions of new media for the NGOs. Organizational capacity and main objective of the organization were significant predictors of NGOs’ new media use in their public relations. However, organizational efficiency and revenue did not significantly predict NGOs’ use of new media.     

A blame narrative approach to apologetic crisis management: The serial apologiae of United Airlines

Using the crisis faced by United Airlines in 2017 when the air carrier forcibly removed Dr. David Dao from a flight, this paper uses a blame narrative perspective to focus on the apologetic efforts of CEO Oscar Munoz in his multiple attempts to resolve the public relations crisis faced by the airline. In so doing, it shows that because Munoz and United initially resisted taking responsibly, the airline perpetuated the crisis by issuing multiple apologiae. This was due to the fact that its first narrative denied responsibility and shifted blame, and only when the airline proffered a narrative that took responsibility and apologized did it meet stakeholder expectations-and subsequently resolve the crisis. As such, this paper argues that future directions in apologia studies should focus less on message strategies and instead seek to uncover the broad narratives, blame and otherwise, that inhere in this form of discourse.     

企业公共关系危机及其处理

组织遇到危机事件是不可避免的,关键是危机事件发生以后怎么处理。文章试图从公共关系危机的特点和公共关系危机处理程序两个方面来阐述危机事件的处理过程。当危机发生后,企业应冷静应对,解决危机,同时要善于化解危机,利用危机,化被动为主动,借势造势进一步宣传和塑造企业形象。     

Men of the Flesh: The Evaluation and Treatment of Sexually Abusing Priests

The Roman Catholic Church in the United States is experiencing a financial, psychological, public relations, theological, and spiritual crisis over priests who sexually abused minors or acted out sexually in a variety of ways and members of the church hierarchy who covered up their crimes in order to prevent scandal. In this chapter I discuss the problems of sexuality among errant clergy through my work at The Institute of Living, Hartford Hospital's Mental Health Network.

I argue that if change is to take place in the Roman Catholic Church, it must be systemic and Catholic moral theology needs to develop a more developmentally and scientifically sound narrative of human sexuality for parishioners and clergy.