Crisis Communication Strategies in the Media Coverage of Chemical Accidents

Two studies examine media reports of chemical accident crises to explore the extent to which crisis communication strategies are included. Study 1 found that although reputation repair strategies were rarely included, about 1/4 of the reports included some combination of information-giving strategies attributed to organizational spokespersons. First responders were quoted more frequently than organizational representatives. Study 2 examined follow-up stories associated with the initial reports and revealed that, although reputation repair and information giving strategies appeared more frequently than in Study 1, they were only used in 24% and 60% of the cases, respectively. Overall, organizational spokespersons were not featured prominently in the media reports.     

Assessment of motion media on believability and credibility: An exploratory study

The radical shift by news audiences away from newspaper to motion media (video stories on TV, web, cell phones, handhelds) prompted the assessment of media modality (text, text + picture, video) and source (public relations, news, user-generated content [UGC]) effects on credibility and more importantly perceived veridicality, a perception of an object as being accurate and believable regardless of the source, as well as impact of messages. The findings revealed that motion media modality significantly enhances believability judgments and perceived veridicality, which is independent of source cue, in which news source garnered no greater credibility than PR or UGC source.     

How journalists engage in branding on Twitter: individual,organizational, and institutional levels

In a social media age, branding is an increasingly visible aspect of identity construction online. For media professionals generally and journalists especially, branding on spaces such as Twitter reveals the complicated set of forces confronting such public-facing actors as they navigate tensions between personal disclosure for authenticity and professional decorum for credibility, and between establishing one’s own distinctiveness and promoting one’s employer or other stakeholders. While studies have begun to reveal what journalists say about branding, they have yet to provide a broad profile of what they do. This study takes up that challenge through a content analysis of the Twitter profiles and tweets of a representative sample of 384 U.S. journalists. We focus on the extent of branding practices; the levels at which such branding occurs, whether to promote one’s self (individual), one’s news organization (organizational), or the journalism profession at large (institutional); and how other social media practices may be related to forms of journalistic branding. Results suggest that branding is now widely common among journalists on Twitter; that branding occurs at all three levels but primarily at the individual and organizational levels, with organizational branding taking priority; and that time on Twitter is connected with more personal information being shared.     

Company spokesperson vs. customer testimonial: Investigating quoted spokesperson credibility and impact in business-to-business communication

Through the framework of source credibility, this study examines the impact of quoting a company executive versus a customer testimonial in a business communication context. A 2 (spokesperson) × 7 (media channel) full factorial experiment (N = 514) showed partial support for enhanced perceived credibility of information conveyed by a customer testimonial compared to a company spokesperson in independent and controlled media channels online. When evaluated through a measure of media credibility, a customer spokesperson rates higher than a company spokesperson. In addition, a product is viewed more positively by an audience receiving information quoting a customer spokesperson rather than a company spokesperson. An audience with low business expertise considers both types of spokespersons as more trustworthy than a high-expertise audience; however, a customer is considered more trustworthy than a company spokesperson. The study provides public relations professionals with insight in determining the use of spokespersons when communicating to businesspeople.     

The role of source and the factors audiences rely on in evaluating credibility of health information

In the wake of public relations crises of credibility such as FEMA's staged press conference in response to the California wildfires, source credibility merits increased scholarly and practitioner scrutiny in order to maximize the effectiveness of the information practitioners release, particularly when the objective is to promote action vital to public health and well-being. Through a random national telephone survey (n = 400), this research analyzes how the source itself moderates credibility as well as the criteria important to audience evaluations of credibility. Results indicate practitioners are perceived as credible sources of health information and that audiences take a rather mindful route in their evaluations of source credibility.     

Public relations practitioners’ management of fake news: Exploring key elements and acts of information authentication

Using a thematic analysis of open-ended questions answered by current public relations practitioners in the United States, this study examined how public relations (PR) practitioners currently understand fake news and the strategies they use to verify information. Fake news is conceptualized as an important organizational issue that requires monitoring and management by PR practitioners. Participants identified manipulative intentions and misleading content intended to harm reputation as key elements of fake news. The current findings suggest that PR practitioners rely on both traditional news media and crowdsourcing to verify information. Finally, to differentiate clients’ content from fake news, participants emphasized the need to maintain control as the official source of information, avoid any controversies in official responses, and adhere to PR professional standards and ethics.     

Beyond liking or following: Understanding public engagement on social networking sites in China

Corporate pages on social networking sites (SNSs) have become the key platform where publics interact with companies and organizations around the world. Focusing on one of the most important world economies, China, this study explored the types of public engagement with corporate pages on leading Chinese SNSs as well as the motivations and antecedents that drive such engagement. Given the participatory and communal nature of SNSs, this study proposed a conceptual model incorporating social media dependency and several social relationship factors, including parasocial interaction, perceived source credibility, and community identification, that influenced Chinese publics’ engagement with companies on SNSs. We conducted a web survey with a random sample of 245 Chinese SNS users to test the proposed model. The results confirm that with the exception of perceived credibility, social media usage and relationship-oriented factors played a significant role in inducing public engagement in China.     

Responding to a Health Crisis on Facebook: The Effects of Response Timing and Message Appeal

This study examined the effects of timing and message appeal of a crisis response on organizational perceptions and behavioral intentions on social media. Using a health crisis scenario, a 3 (one hour vs. one day vs. one week after the crisis) × 2 (emotional vs. rational appeal) between-subjects experiment (N = 502) found that a crisis response posted one day after the crisis on Facebook elicited greater trust towards the hospital in crisis compared to a response posted in one week. The one-hour response and one-day response did not show differential effects on trust towards the hospital. The effect of timing was mediated by perceived credibility of the crisis response. In addition, the emotional appeal triggered greater trust, perception of reputation, and intention to “like” the post; whereas the rational appeal elicited greater intention to share and comment on the post. The study provides both theoretical and practical implications.     

When organizational crises meet nationalism: Crisis communication of multinational corporations in the Chinese context

The purpose of this study is to explore how nationalism shapes the public perception of multinational corporations’ crises on Chinese social media. Using qualitative content analysis, this study examines 1000 public comments from the top 10 hashtag posts and explores the interaction between nationalist expression (i.e., content and sentiment of nationalism) and the public’s perception of the United Airlines crisis in 2017. The findings demonstrate how nationalist content impinged upon the interpretation of United Airlines’ misconduct. Six concrete emotions (anger, hared, amusement, pride, encouragement, and disgust) were identified from the sample comments, which were categorized into inward-directed and outward-directed nationalist sentiments. Given the findings, this study argues that nationalist expression has driven the evolution of the United Airlines crisis beyond the discussion of organizational misconduct. While inward-directed sentiment served to strengthen the Chinese public’s national identity, outward-directed sentiment was utilized to exclude multinational corporations as “out-groups.” The theoretical and practical implications are also discussed.     

Risk perception of food safety issue on social media

This study aims to investigate individuals’ risk perceptions of food safety by extending the heuristic and systematic information processing model (HSM) to the social media context. Specifically, we examine the predictors of risk perceptions of food safety, including social media attention, social media credibility, as well as systematic and heuristic processing. A convenient sample of 640 adults was collected in China. Structural equation modeling was used to test the effects of social media attention and social media credibility on public risk perceptions of food safety, with information processing as mediating factors. The findings indicated that social media attention and social media credibility motivate systematic processing, which in turn promote risk perception of food safety. However, the mediating effect of heuristic processing was not found. Implications for theory and practice were discussed.     

Arbiters,Entrepreneurs, and the Shaping of Business School Reputations1

How are organizational reputations established? Expanding on recent work that emphasizes the construction of reputations rather than their cultural content, we explore how forces in the organizational environment define organizational reputation. Specifically, we demonstrate how two types of mediators—reputational arbiters and reputational entrepreneurs—influence the development of reputations by organizing and managing the information on which reputations are built. Buttressing our theoretical claims with 30 interviews of business school administrators, we find that these mediators play a central role in determining organizational reputations by engaging in three processes of information manipulation: synthesis, selection, and simplification. In addition to specifying the key role that the manipulation of information by outsiders plays in the development of reputation, this approach suggests the importance of the interrelationships among these mediators in the determination of reputational standing.     

Protocol journalism as a framework for understanding public relations–media relationships in Kosovo

There is growing interest about the ways in which the public relations field can contribute to democratization and civil society initiatives. Some scholars see enormous potential for public relations by non-governmental organizations (NGOs) to help get important social issues on the public agenda in transitional nations while other scholars have critiqued the practice of public relations in newly formed nations as a form of hegemony that privileges Western ideas, values, and standards of practice. One thing is certain: more scholarly attention is required if the field of public relations is to truly understand its evolving role in civil society. The purpose of this paper is to explore how the public relations–media relationship contributes to civil society development in Kosovo. The researcher interviewed media professionals, public relations/organizational spokespersons, and civil society experts about the opportunities and challenges of the public relations function in building civil society in Kosovo. The findings suggest that “protocol journalism” is the guiding metaphor for explaining and critiquing the public relations–media relationship in Kosovo. The implications of protocol journalism for media development and public relations credibility are discussed.     

How publics react to situational and renewing organizational responses across crises: Examining SCCT and DOR in social-mediated crises

The prevalence of social media among networked publics calls for more research regarding how organizations can conduct effective crisis communication on social networking sites. Based on the situational crisis communication theory (SCCT) and the discourse of renewal (DOR) theory, this study examined how social media publics’ sentiments were affected by situational and renewing organizational responses in various clusters of crises. Twitter data of six crises representing three crisis clusters varying in the responsibility attribution (i.e., ambiguous, accidental, and preventable) were collected. We conducted a content analysis on organizations’ official tweets during crises (N = 59) and sentiment analysis on publics’ replies on Twitter (N = 4,340). The results showed that publics’ positive sentiments toward organizations were affected by organizational crisis responses that included instructing information, sympathy, systemic organizational learning, and effective organizational rhetoric. We recommend that crisis managers express sympathy toward publics as well as organizational learning that prevents a crisis from happening again.     

Employees work-related social-media use: His master's voice

This study explores the antecedents of work-related social-media use. To date the role of employees in organizational sense giving through work-related social-media use remains under investigated. The findings suggest that – in a work-related context – social media serve multiple functions: as a vehicle for information dissemination, relationship management, and organizational ambassadorship. Employees willingly utilize their personal social media account to contribute to organizational goals.     

What's behind public trust in news media: A comparative study of America and China

The study first examines the media identification logic that the prime evaluating indicator for news media is public trust. Perceptions of trust are not only important from a marketing perspective, but also form a vital component of audiences' aesthetic criticism of news and news sources. Comparing people's attitudes towards media in America and China, this study finds media credibility ratings in China are much higher than those in America. Does this suggest that Chinese media are more credible, or are survey reports of public trust influenced by other factors? This study considers three perspectives for considering differences in reports of public trust – operation dynamics, imaged power, and national identity. We consider to what degree, and under what conditions, could the survey reports of perceived public trust in media be related to media system differences, both among countries and over time. The study also examines the role played by structural dialectics such as profit orientation or propaganda orientation; professionalism orientation or authority orientation; and imagined community or heterogeneity construction. Finally, given the limits of survey methods and wording, the study brings forward an evaluation framework for the availability of transnational comparisons of media credibility, based on five evaluating dimensions of identity mechanism: professionalism identity, antagonism identity, heterogeneity identity, public sphere identity, and the “Other” identity.     

CEO credibility,perceived organizational reputation,and employee engagement

The current study explores how corporate leadership influences the effectiveness of internal public relations by linking CEO credibility, employee evaluation of the organizational reputation, and employee engagement. An online survey of 157 employees from a Fortune 500 company shows that CEO credibility is positively associated with perceived organizational reputation and employee engagement. Perceived organizational reputation significantly and positively affects employee engagement. Employee perception of organizational reputation fully mediates CEO credibility impact on employee engagement.     

Crisis communication in the rhetorical arena

This study applies and extends the rhetorical arena theory (RAT) of crisis communication with a network analysis. Taking the Volkswagen emission crisis as a case in point, the media discourse in two German and two US-based newspapers was analyzed. Patterns of interaction between various voices that co-construct the rhetorical crisis situation were examined using a relational analysis of statements. A symbolic network was constructed that consisted of rhetorical relations between the actors. The findings show that VW is by far the most prominent voice in the media coverage. However, this prominence is based on the fact that VW mainly appears in the role of the addressee of statements, and that many of the corporation’s statements are self-referential. Politicians and public authorities, as well as experts, have a good chance to actively have their say. Affected stakeholders and NGOs, on the other hand, barely got an opportunity to speak. Overall, the media discourse appears to be dominated by a few high-ranking actors, and the roles and power relationships are distributed very unevenly. Implications of this imbalance in media discourse are discussed, and suggestions for further research are made.     

Stewardship,credibility and political communications: A content analysis of the 2016 election

Public participation in the democratic process and trust in elected leaders are both declining. Drawing on research from the fields of public relations and communications, this content analysis examines political communication through the lens of credibility and stewardship, both concepts central to predicting favorable relationship maintenance outcomes. In this analysis of all presidential, Senate and congressional candidates in the 2016 election, findings indicated that candidates more commonly communicate ways to provide support for the campaign (relationship nurturing), than demonstrating that they are worthy of being entrusted by the public. In addition, candidates’ communication primarily centered on the candidate being a credible source, neglecting other strategies for demonstrating credibility (digital and content). While there were no significant differences by party affiliation, incumbents and presidential candidates were more likely to communicate some forms of stewardship and credibility.     

Trends in New Media Research: A Critical Review of Recent Scholarship

Trends in new media research are examined. These trends revolve around four dimensions, including citizen engagement, organizational innovation and adaptation, mobility and content computerization. The following article critically examines this shifting terrain in new media research and its implications for future scholarship.     

Public framing organizational crisis situations: Social media versus news media

This study examines framing of organizational crises by news media and the public. Due to the rapidly evolving and escalating character of crises, this study emphasizes the initial phase of a crisis, in which public social media manifestations (tweets) play a crucial role. Moreover, this study uses automated content analysis to obtain latent frames embedded in text. Through analyzing the Dutch Moerdijk crisis, this study reveals the dynamic characteristics of public crisis framing and the media framing potential to prevent crisis escalation.