The influences of relationship quality with external partners and required levels of approval of messaging on crisis preparedness

As funding for public health promotion is increasingly limited in the U.S., public relations research informing management of crises that threaten public health is especially critical. Crisis planning models such as Reynolds and Seeger’s (2005, 2014) crisis and emergency risk communication model offer comprehensive directives for crisis managers and present opportunities to extend the utility of best practice recommendations. A survey of public information officers (PIOs) (n=208) at local public health departments across the U.S. examines the quality of their relationships with partners in public health crisis management, including first responders, media, law enforcement, and hospitals, and reveals that relationships with key publics in crisis management are lacking. Further, PIOs at state governed health departments may face critical delays in releasing crisis messages, as their messages are required to clear more levels of approval than locally (city/county) governed departments. Implications and future research for these key variables extending public relations crisis communication research with a focus on inter-organizational relationships are discussed.     

Tracking the defining moments of crisis process and practice

Crisis holds the potential for profound change in organizations and industries. The past 50 years of crisis management highlight key shifts in crisis practice, creating opportunities for multiple theories and research tracks. Defining crises such as Tylenol, Exxon Valdez, and September 11 terrorist attacks have influenced or challenged the principles of best practice of crisis communication in public relations. This study traces the development of crisis process and practice by identifying shifts in crisis research and models and mapping these against key management theories and practices. The findings define three crisis domains: crisis planning, building and testing predictive models, and mapping and measuring external environmental influences. These crisis domains mirror but lag the evolution of management theory, suggesting challenges for researchers to reshape the research agenda to close the gap and lead the next stage of development in the field of crisis communication for effective organizational outcomes.     

From liftoff to landing: NASA's crisis communications and resulting media coverage following the Challenger and Columbia tragedies

NASA's public relations effort following the explosion of the Challenger in 1986 is considered an example of crisis communications failure. After the Columbia disaster in 2003, NASA was praised for its successful handling of the crisis. This paper identifies how four newspapers presented NASA's crisis communication efforts following the two crises, utilizing widely accepted crisis communication concepts associated with stakeholder theory. Results showed that the print media reported that NASA followed specific communicative practices and accorded NASA more positive coverage following the Columbia disaster than the Challenger disaster.     

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.     

Building a religious brand: Exploring the foundations of the Church of Scientology through public relations

ABSTRACT

Although L. Ron Hubbard is known for founding the Church of Scientology, he is not generally considered a public relations practitioner. However, his efforts to practice the discipline to advance Scientology are documented in Church publications. Unlike examinations of older religions, which require reinterpretations of activities through a public relations lens, existing Church documents allow for an evaluation of the role public relations played in building a religious movement. This article explores how Hubbard used public relations to establish Scientology, finding he embraced practices such as celebrity endorsement and image management but eschewed common media relations and crisis communication practices.     

Effects of 360° video on attitudes toward disaster communication: Mediating and moderating roles of spatial presence and prior disaster media involvement

Visual media technologies such as 360° video, augmented reality, and virtual reality are on the rise for immersive storytelling in a variety of public relations contexts. Yet there is a profound lack of scholarly research in public relations, crisis communication, and disaster communication to explore the effects of content displayed using these delivery formats on publics’ responses. To begin addressing the knowledge gap, this work reports results from a laboratory experiment investigating effects of media modality (traditional unidirectional video content vs. 360° omnidirectional video content) on attitudes toward the disaster communication content. Results demonstrate that 360° video featuring the aftermath of a natural disaster yields enhanced attitudes toward the helpful impact of the content. Importantly, mediation analyses show that (1) a sense of spatial presence underlies these effects, and (2) the mediating effects of spatial presence are attenuated by involvement with similar disaster media coverage (indirect experience).     

Teaching crisis management in Arab universities: A critical assessment

This research looks at the teaching of crisis management at the colleges and departments of communication and public relations in the Arab world. Major findings of the study suggest that out of 24 colleges and departments of communication and public relations surveyed by this research, only two universities teach the course crisis management in their curriculum. The latest developments in the Arab world dictate new mechanisms in managing information and news and dealing with publics and the mass media locally and internationally. The new trends of teaching crisis management focus on the multidisciplinary approach which consists of a good knowledge of news management, dealing with the media, dealing with people, business administration, information technology, social and anthropological context. All these fields of knowledge are indispensable for understanding the general background of the issues and for choosing and selecting the best communication and persuasion techniques and tactics to manage crises effectively and successfully.     

Teaching the crisis management/communication course

Crisis management is not a specific content area mentioned in A Port of Entry, The Report of the Commission on Public Relations Education issued in 1999. However, crisis management moves the public relations role to the managerial function and requires the development of many skills and knowledge points mentioned in the report. A course or unit in crisis management/communication is an excellent way of teaching public relations theory, management concepts, information management, problem solving, and communication management. Crisis management also reinforces the value of following current events as real-time crises can be integrated into teaching. Through a unit or a course, crisis management/communication provides an engaging mechanism for teaching management-oriented concepts that every organization needs.     

The crisis communication preparedness of nonprofit organizations: The case of German interest groups

A national survey of German interest groups showed that these nonprofit organizations are substantially lacking crisis preparations. Less than one third use crisis plans, crisis management teams, or crisis scenarios. In terms of web-based crisis communication, nonprofit organizations primarily relied on traditional forms of online communication for crisis response. Organizational experience with crises, the general status of the public relations function, as well as the crisis communication expertise of practitioners were positively related to the degree of crisis preparedness of these interest groups.     

Exploring the relationship between corporate reputation and the public’s crisis communication on social media

Among traditional crisis communication research, the public is often treated as passive receivers of firm-dominated crisis communication. Social media has changed the situation since the public have now become senders and engage in secondary crisis communication (SCC) that affects corporate crisis management. However, our understanding of the mechanism of SCC on social media is still limited. This study aims to reveal how the public engages in the decision-making process related to SCC from a social control perspective by critically considering the broadcasting and social network functions of social media. Our research hypotheses were supported by a survey conducted after a real crisis in China. The results indicate that cognitive reputation results in SCC by causing the public to feel morally violated, and that such feelings of violation lead to individuals being more likely to engage in SCC given the perception of support for their opinions on social media. Thus, this research provides a better understanding of SCC from the public’s perspective in the context of social media.     

Krisenkommunikation in Virtuellen Realitäten – Evaluation eines Serious Games zum Training von Soft Skills in Krisenstäben

The training of soft skills in crisis management teams is a central precondition for efficient and successful communication which is urgently needed in a disaster situation. However, previous trainings and simulations are costly in terms of time and money. By means of serious games in virtual environments, these disadvantages can be reduced insofar as users can participate in the multi-user game by using their workstation computer. The DREAD ED project provides a serious game in a virtual environment which simulates the work of crisis management teams during a disaster situation. The virtual training platform was tested by students and experts on crisis management in two trials. It appears that the virtual environment presented is suitable for an effective training of group dynamic and cooperation in a disaster situation.     

From an “outside group” to a catalyst for corporate change: Examining activists’ legitimation strategies

Activist organizations use issues management when pressuring corporations to alter practices and policies that these groups find problematic. Throughout this process, activists must establish legitimacy for their issue concerns, organizations, and proposed solutions to gain public support for their activities. This study qualitatively analyzes the communication practices of 21 activist organizations to understand the strategies that these unique groups harness as they seek to build legitimacy as part of the issues management process. The findings contribute to a growing body of public relations research on activist communication by introducing a new legitimation strategy that underscores the importance of ongoing issues monitoring for activists and illustrates how activist organizations can co-opt extant narratives to build legitimacy for their existing issue arguments.     

Open information system and crisis communication in China

This paper discusses the role of media and communication at times of public crisis and contends that a modern, open information system is a precondition for good crisis management. It traces evolving policy discourse in Mainland China with a special focus on the relationship between the authorities and media. An overview is provided to contextualize and historicize the contemporary development. By examining a series of critical news events triggered by public crises, especially the Severe Acute Respiratory Syndrome (SARS) epidemic in 2003, it provides a broad assessment of the issues involved in the creation of China's open information system, with regard to both institutional policy‐making as well as everyday journalistic practices in reporting the emergent events. Finally, the paper discusses pertinent legislative and regulatory measures in recent years that hold particular importance to state‐media relationship during public crises, especially the Emergency Response Law promulgated in June 2007.     

Public Relations Expertise and Organizational Effectiveness: A Study of U.S. Hospitals

A national survey of 191 heads of public relations departments in hospitals measured the departments' expertise or knowledge to practice excellent public relations, as defined by recent research. Utilizing 2 scales original to the study, correlations showed strong and significant relationships between organizational effectiveness and departments with high potential to practice the 2-way symmetrical model, enact the manager role, and participate in strategic planning. Analysis further showed that traditional communication craft, as characterized by 1-way models and the technician role, is a foundation for public relations excellence. Findings can be used to help resolve the current crisis faced by hospitals.     

Developing a multi-level organization-public dialogic communication framework to assess social media-mediated disaster communication and engagement outcomes

Dialogic communication has long been viewed as vital for effective organization-public relations. Yet, it is under-theorized whether and how organizations’ disaster communication messages may embody dialogic communication principles, and how various dialogic features are associated with different public engagement outcomes on social media. Extending the Organization-Public Dialogic Communication (OPDC) framework to the context of social media-mediated disaster communication, we propose a multi-level framework to assess the dialogic capacity of Facebook messages sent by disaster management organizations during a natural disaster. Three levels of dialogic communication characteristics (i.e., message structure-level, topic-level, and linguistic level) are examined using content analysis and Linguistic Inquiry and Word Count (LIWC). Results identified media richness, correcting, and confirming topics as three consistent predictors of public engagement of all types. Meanwhile, there exhibit greater variations regarding how other topical features and linguistic characteristics are related to public’s cognitive, emotional, and behavioral engagement during a disaster.     

A public health crisis in the university: Impact of crisis response strategies on universities’ transparency and post-crisis relationships during COVID 19 pandemic

During the COVID 19 pandemic, one of the most critical tasks of the university was to effectively communicate with students, faculty, and staff members. This study aims to explore perceived universities’ crisis response messages during the pandemic and examine the effectiveness of each response strategy on public relations outcomes. A survey with 346 university students in the U.S., results showed how defensive and accommodative response strategies differently affected PR outcomes. Accommodative strategies generated higher OPR and greater perceived transparency efforts among students, while several defensive strategies affected students’ negative evaluations on post-crisis OPR and perceived transparency of their universities. Such results revealed valuable insights that make significant contributions to theory and practices in university crisis communication and management, especially when dealing with public health crises that are seen as external locus of control.     

Enhancing Employee Engagement via Leaders’ Motivational Language in times of crisis: Perspectives from the COVID-19 outbreak

By bridging theoretical perspectives from diverse disciplines including public relations, organizational communication, psychology, and management, this study advances a sequential mediation process model that links leaders’ motivational communication—specifically, direction-giving, empathetic, and meaning-making language—to employees’ organizational engagement during times of crisis. The model incorporates employees’ psychological needs satisfaction and their subsequent crisis coping strategies so as to explain the process that underlies the effects of leader communication on employee engagement. We tested the model in a unique yet underexplored crisis context: organizational crises triggered by the global pandemic of COVID-19. The results of an online survey of 490 full-time U.S. employees provide strong support to the model’s predictions. Our research extends internal crisis communication scholarship in public relations by addressing what types of leader communication strategies as well as how these strategies contribute to employee engagement in a holistic fashion. It also advances theoretical development of the motivational language theory, self-determination theory, transactional model of stress and coping, and organizational engagement—the four theoretical bases of our study—in the context of organizational crises. Lastly, the study results provide timely practical insights on effective internal crisis communication.     

Anti-Sex Trafficking Institutions

Many anti-sex trafficking analyses use the term institution in a narrow meaning, comprising mainly formal-legal political structures (public laws and governmental organizations). However, by bringing in the new institutionalism approach, it is argued that an anti-sex trafficking institution should refer to a relatively enduring collection of rules – including also informal rules such as norms and routines – and organized practices that prescribe appropriate behaviour for any actor, public or private, combating sex trafficking. Based on a review of current research it is concluded that anti-sex trafficking institutions in the early 21st century tend to focus on behaviour that aims at detection, prevention, protection, crisis management, consequence management, and response. Finally, reflecting different strands of the new institutionalism approach, it is argued that the design of anti-sex trafficking institutions depends on path-dependencies, social constructions, international institutions, and domestic politics.     

Entering new territory: A study of internal crisis management and crisis communication in organizations

The aim of this paper is to present and discuss some of the main findings from a large survey of internal crisis management and crisis communication conducted in the spring of 2011 among public and private organizations in Denmark (the ICMCC survey). The survey was conducted among the 367 largest private companies (selected from DK 1000, established by Børsen business magasin) and among 98 public organizations (municipalities). The overall goal was to get a preliminary idea of how these companies or organizations perceive, plan, coordinate and implement internal crisis management and crisis communication activities before, during and after a crisis. The survey questionnaire comprised 36 questions and was sent to respondents who typically are responsible for the crisis-preparedness of their organizations. The results from the survey show that the vast majority of organizations have a crisis or contingency plan, and most of these plans contain an internal dimension relating to the management and communication with the internal stakeholders during a crisis. Thus, the study shows a rather professional and formalized behavior towards crisis management in general, but also when it comes to managing a crisis in relation to the internal organizational stakeholders in specific. In addition, the results clearly indicate a strong relation between organizational size and crisis management; the larger the organization the more likely to have a crisis plan. This particularly pertained to the private organizations. The ICMCC survey forms part of a major collaborative research project, financed by the Danish Council for Independent Research/Social Sciences (2011–2014), entitled Internal Crisis Management and Crisis Communication in Danish Organizations. The purpose of this three-year long project is to shed light upon the role of internal crisis management and crisis communication before, during and after an organizational crisis and/or a societal crisis leading to downsizing or major changes within an organization or an organizational field.     

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.