Measuring success: Explications and measurement scales of instructing information and adjusting information |
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| Institution: | 1. Hussman School of Journalism and Media, University of North Carolina at Chapel Hill, Chapel Hill, NC, United States;2. School of Journalism and Mass Communications, College of Information and Communications, University of South Carolina, United States;3. School of Journalism and Mass Communications, College of Information and Communications, University of South Carolina, 803-777-2050, United States;4. Arthur W. Page Center, Bellisario College of Communications, Penn State University, United States;1. Department of Journalism and Media Communication, Colorado State University, 1785 Campus Delivery, Fort Collins, CO, 80523, USA;2. The Media School, Indiana University, Bloomington, USA;1. Department of Media and Communication, City University of Hong Kong, M5085, 5/F, Run Run Shaw Creative Media Centre, 18 Tat Hong Avenue, Kowloon Tong, Hong Kong;2. Department of Media and Communication, City University of Hong Kong, M5009, 5/F, Run Run Shaw Creative Media Centre, 18 Tat Hong Avenue, Kowloon Tong, Hong Kong;1. Department of Communication, FHWien der WKW University of Applied Sciences for Management & Communication, Waehringer Guertel 97, 1180, Vienna, Austria;2. School of AMPR, Queensland University of Technology, 2 George Street, Brisbane, 4000, Queensland, Australia;1. University of Colorado-Boulder, United States;2. University of Colorado Boulder, Armory 103, Boulder, CO, 80301, United States |
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| Abstract: | Substantial research exists to study reputation management messages but far less research exists to consider instructing information and adjusting information during and after a crisis. This research seeks to build tools that assist in the study of base crisis responses. Using a literature review, 18 interviews with people with expertise in public relations, and an experiment with 286 participants recruited from mTurk, this research builds scales that assess the quality of instructing information and adjusting information given during a crisis. The resulting scales are found to be reliable and predict significant change in post-crisis reputation in an initial test. Potential uses of these scales for crisis communication scholars and public relations practitioners are discussed. |
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| Keywords: | Crisis communication Instructing information Adjusting information Base crisis responses |
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