Examining signs of recovery: How senior crisis communicators define organizational crisis recovery |
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| Institution: | 1. School of Communications, Elon University, 2850 Campus Box, Elon, NC 27244, United States;2. Department of Communication, University of Maryland College Park, 2110 Skinner Building, College Park, MD 20742, United States;3. Grady College of Journalism and Mass Communication, University of Georgia, Journalism Building, 120 Hooper Street, Athens, GA 30602-3018, United States;1. Technological Education Institute of Western Macedonia, Department of Digital Media and Communication, P.O. Box 30, Fourka Area, Kastoria 52100, Greece;2. Technological Education Institute of Piraeus, Department of Business Administration, Petrou Ralli & Thivon 250, Aigaleo, Athens 12244, Greece;1. Department of Health, Exercise, and Sports Sciences, Johnson Center B16D, University of New Mexico, Albuquerque, NM 87131, United States;2. Indiana University-Purdue University Columbus, United States;3. Clemson University, United States;4. University of Louisville, United States |
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| Abstract: | Interviews with senior crisis communicators explore how crisis recovery is defined and what role publics and organizational communication and characteristics play. Findings reveal recovery is measured operationally and short-term. Effective communication proactively addresses failures, is transparent and honest while positive, focuses on future directions, and rebuilds and repairs symbolic damage. Organizational best practices include tested values and crisis leadership. Publics can facilitate healing, highlight victims’ voices, and provide recovery evidence. |
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| Keywords: | Crisis communication Crisis recovery Public relations Social media Discourse of renewal |
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