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.     

Preparing to face the media in times of crisis: Training spokespersons’ verbal and nonverbal cues

Seventeen in-depth interviews with professional media trainers from Belgium were carried out to examine which recommendations are offered during media training of organizational spokespersons. The interviews reveal the recommendations of media trainers concerning verbal, visual, and vocal cues of spokespersons, with special focus on addressing the media in times of organizational crisis. The findings offer a structured overview of practical recommendations given by media trainers to organizational spokespersons. In addition, the findings put the scarce academic literature about the optimal verbal and nonverbal delivery of crisis responses into perspective, by showing if and how those theoretical aspects are addressed in practice. Based on these insights a research agenda for crisis communication delivery is set.     

Organizational perspective to gender mainstreaming in the Finnish state administration

Gender mainstreaming has been celebrated as a new policy strategy for change in gender relations. However, its transformative potential seems to be lost in the process of implementation. The aim of this article is to evaluate the policy effectiveness of gender mainstreaming and its ability to bring about change in gendered social structures and practices. Previous research has focused on gender mainstreaming as a policy strategy. This article provides a new perspective on the problems of implementation by approaching gender mainstreaming from an organizational perspective. Gender mainstreaming takes place in certain organizational contexts, implemented by local actors. This article reveals the practices of implementation in the Finnish state administration, specifically in the Ministry of Defence. The analysis is based on a discursive reading of thirteen group and individual interviews collected in the Ministry of Defence in 2012. The article pinpoints two interlinking problems concerning implementation of gender mainstreaming on the organizational level. First, the state officials, who should implement gender mainstreaming, do not have enough information to do so successfully. Second, there is resistance toward gender mainstreaming on the organizational level. This article suggests that negotiations about gender, gender equality and gender mainstreaming as complex issues concerned with social power relations should be included in the process of implementing gender mainstreaming.     

Political scandals, “black materials,” and changing backstage imaginary in the Hong Kong press, 2001–2015

This article examines changes in political communication in Hong Kong in the past 15 years by analyzing the portrayals in mainstream newspapers of the political “backstage,” that is, the part of the political process that is kept from public view. Specifically, the empirical analysis focuses on how the media have utilized the phrase “black materials” in association with political scandals. Based on the qualitative textual analysis of news and commentary articles published in six local newspapers, the findings showed that a significant change occurred in media portrayals of “black material collection” during the study period. Before 2012, the practice was largely ad hoc or tied to elections, and the collection of black materials followed largely legal means. After 2012, the practice was portrayed as routinized, pervasive, and illegal. The changes in the media portrayals both reflected and constructed China as a powerful state with increasing levels of intrusion on Hong Kong affairs.     

Ownership patterns and centralization: A China and U.S. comparison

The paper examines the relationships between ownership and decision-making patterns in small business organizations in China and the United States. We also consider organizational size and the culture-free/culture-bound argument. The U.S. data (a sample of 540 enterprises) were collected by questionnaire in 1988; the Chinese data (a sample of 53 enterprises) by a converted and translated questionnaire based on the U.S. version and interviews in 1989. Findings indicate that the Chinese organizations with various forms of ownerships are more centralized than their U.S. counterparts, which is consistent with the culture-bound perspective. On the other side of the coin, findings suggest that in both China and United States, organizational centralization of decision making decreases with increasing size, although to different degree, which appears to support the culture-free argument.     

A systematic review on the application of dialogue in public relations to information communication technology-based platforms: Comparing English and Chinese contexts

This study aims to systematically analyze and compare studies applying the dialogue approach in public relations to information communication technologies (ICTs) under English and Chinese context. Specifically, we want to investigate the subjects, the adoption of dialogic principles, and the processing of additional valuables of dialogue in selected studies. By identifying 68 relevant peer-reviewed journal articles under English context and 13 under Chinese context, we analyzed different subjects in selected publications, including their research topics, methods, samples and objectives. Moreover, our study also revealed the following results: (1) three dialogic principles were well adopted while the other two were not; (2) public engagement was the most common effect; (3) organizational response was the most common antecedent to dialogue implementation. Future studies are recommended to diversify research methods, topics and relevant technologies. We also call for developing theoretical models for dialogue in public relations and updating dialogic principles and measurements. Based upon the fact that the dialogue approach is less studied under Chinese context, we also offer a path to construct effective and ethical communication between organizations and publics on various ICT-based platforms in Greater China.     

Serving public interests and enacting organizational values: An examination of public interest relations through AARP’s Tele-Town Halls

Public interest relations (PIR) is an approach to public relations scholarship and practice that contributes to the social good by integrating the concept of public interest into organizational goals and values. The need for PIR was emphasized during the COVID-19 pandemic as publics looked to organizations for information about a variety of topics (e.g., symptoms, vaccines). AARP created a series of tele-town halls to communicate with its publics, who are considered to be members of a “vulnerable population” during the pandemic. In order to understand how AARP’s Coronavirus Tele-Town Halls reflected the practices of PIR, I completed a critical thematic analysis of 28 virtual sessions that were hosted in 2020–2021. The analysis, which was guided by the tenets of PIR, found that AARP’s communication (1) highlighted common life course milestones of its publics, (2) emphasized the quality of the information, and (3) provided avenues to engage with the organization and its experts. Based on these findings, I developed theoretical implications that reflect a critical perspective on PIR and suggest future research avenues that seek to build this ethical and socially meaningful approach to public relations.     

Bridging transformational leadership,transparent communication,and employee openness to change: The mediating role of trust

Based on a random sample of employees (n = 439) in the United States, this study examined the effect of transformational leadership and transparent organizational communication on cultivating employee organizational trust during an organizational change event. We also investigated the interplay between transformational leadership, transparent communication, and organizational trust, and their impact on employee openness to change. The findings suggested that transformational leadership and transparent communication were positively associated with employee organizational trust, which in turn, positively influenced employee openness to change. Theoretical and managerial contributions of the study were discussed.     

Growth and resilience of pioneering nonprofit human service organizations: a cross-case analysis of organizational histories

Knowledge of organizational history is important for recognizing patterns in effective management and understanding how organizations respond to internal and external challenges. This cross-case analysis of 12 histories of pioneering nonprofit human service organizations contributes an important longitudinal perspective on organizational history, complementing the cross-sectional case studies that dominate the existing research on nonprofit organizations. The literature on organizational growth, including lifecycle models and growth management, is reviewed, along with the literature on organizational resilience. Based on analysis of the 12 organizational histories, a conceptual model is presented that synthesizes key factors in the areas of leadership, internal operations, and external relations that influence organizational growth and resilience to enable nonprofit organizations to survive and thrive over time. Both cross-sectional and longitudinal examples from the organizational histories illustrate the conceptual map. The paper concludes with a discussion of directions for future research on nonprofit organizational history.     

Religious Nongovernmental Organizations: An Exploratory Analysis

This paper represents the first systematic attempt at an analysis of religious nongovernmental organizations (RNGOs). Largely ignored as an organizational field, RNGOs constitute a new breed of religious actors shaping global policy–an organizational hybrid of religious beliefs and social activism at local, national, and international levels. This paper proposes a definition of RNGOs, traces the emergence of RNGOs from an historical perspective, and situates them in their current religious and sociopolitical contexts. Drawing on interviews and documentary data from a sample of 263 United Nations-affiliated RNGOs, the author proposes an analytical framework to examine the religious, organizational, strategic, and service dimensions of these organizations. Religious nongovernmental organizations' unique contributions to the redefinition of a just society as well as the sociopolitical challenges arising from their religious identity are discussed.     

The psychosocial work environment in the Church of Sweden: An explorative study

This article offers a preliminary analysis of the work environment of the national Church of Sweden. Previous research on this topic has been limited and has focused on either structural problems or leadership. This explorative study examined psychosocial work environment factors (those related to the interplay of physical, mental, organizational, and social conditions in the workplace) in the Church of Sweden and used a top‐down perspective. Data including documents and interviews and were analyzed and categorized in order to identify patterns of relevance for the psychosocial work environment in the organization. The results show four themes: unclear organization structure, a sense of being different, stressful work conditions, and a destructive communication style. The psychosocial work environment within the church is complex, characterized by deep conflicts that are often not dealt with.     

Environmental communication in and about China: a review of the Chinese-language literature

This article offers a review of the Chinese-language literature on environmental communication in mainland China. In particular, it discusses the main features, promises, and limitations of the relevant literature. All academic papers matching particular keywords for environmental communication in seven top-ranking Chinese-language media and communication journals (four in mainland China, one in Hong Kong, and two in Taiwan) were collected and analysed quantitatively. The first section of the article presents the findings of the quantitative analysis based on several aspects, including the journals’ main interests, distribution of publications over time, types of topics, research methods, leading authors in the field, their choices of research methods and topics, and the inclusion of English-language literature. The article turns to qualitatively examining the wider available Chinese-language literature on environmental communication. It then evaluates the current status of and challenges to Chinese-language research in this field and suggests some directions for future research.     

United Airlines’ and American Airlines’ online crisis communication following the September 11 terrorist attacks

The terrorist attacks of September 11, 2001, provided a challenging series of events for the crisis communication efforts of American Airlines and United Airlines. Based on crisis communication theory and organizational use of the Web, this study examined how the two companies used their Web sites during the first three weeks after the incidents as one means of conveying information following the attacks.Theoretically, analysis of incident-related segments of the two sites showed that the airlines evidenced key elements of crisis response. They provided instructing communication by giving facts, stating how their publics should take action, and providing information regarding how the problem was being corrected. Additionally, they offered adjusting communication through a series of condolence messages and links to relief organizations before emphasizing normal operations.From an online perspective, this study revealed that the Web enabled both companies to provide an immediate response to the attacks. The Web also allowed United and American to offer frequent updates about the incidents to their publics and to communicate their crisis response process to various publics simultaneously.     

Effective Public Relations Leadership in Organizational Change: A Study of Multinationals in Mainland China

This study explored the role of public relations leadership during organizational change in 3 multinationals in mainland China. Based on 40 in-depth interviews, the findings suggested that the leadership of public relations unit or function during organizational change was shown through coaching middle management to manage employee emotions, providing communication training to middle management, communicating and reinforcing shared visions for change, and managing the conflicts between middle management and top management regarding change rationales, planning, and procedures. The leadership role of public relations managers was enacted through consulting CEOs' communication styles, exerting upward influence in change management, and acting as the different voice when decision making for change was questionable. Results of the study extended existing public relations leadership scholarship and shed light on some tentative dimensions of public relations leadership during organizational change: (a) coaching emotion management, (b) educating communication knowledge and skills, (c) reinforcing shared visions, (d) resolving conflicts, (e) exerting upward influence, and (f) acting as a different voice. Limitations of this study and suggestions for future research are also discussed.     

Organizational crisis-denial strategy: The effect of denial on public framing

By applying a framing perspective, this study explores the effect of a crisis-denial strategy on public response. The online public framing of a specific crisis is compared with the crisis-denial frame provided by the organization. An automated semantic-network analysis is used to identify frames embedded in the public and organizational communication. The Max Havelaar crisis revealed that denial strategy is not always unsuccessful and would advance a more complex understanding. Moreover, the framing perspective and the semantic-network approach prove to be useful to analyze crisis-response strategies.     

The state of social-mediated crisis communication research through the lens of global scholars: An updated assessment

We investigate the state of global social-mediated crisis communication (SMCC) research through a content analysis of 189 discrete academic articles published in key journals included in the Social Sciences Citation Index via the Web of Science from 2006 to 2020. We identify the patterns in the theoretical and methodological approaches and the types of crisis, social media platforms, and contextual factors examined in SMCC research. Our findings demonstrate the common trends and differences between regions or societies. Scholars from North America dominated this field and primarily used quantitative methods, such as content analysis and experiments. A Western-oriented situational crisis communication theory was the most frequently applied theoretical framework. Twitter and Facebook were the most frequently used social media tools, and natural crises were studied most frequently. Nearly half of the SMCC studies collected research data about crises within America, and none focused on African countries. Contextual factors, such as political, cultural, and media characteristics, were found to affect online crisis communication practices. Our study can thus inform future discussions by revealing current theoretical gaps.     

Toward an Organizational Perspective on Identifying and Managing Formal Gatekeepers

In this article, we present an institutionalist organizational perspective on formal gatekeeping, arguing along two fronts: First, identifying gatekeepers provides useful analytic devices for learning about the vocabularies of structure in an organization. Second, successfully managing gatekeepers requires that one understands the vocabularies of structure in use in an organization. We ground our perspective in field experiences gleaned from eleven public sector organizations who participated in our health promotion and research program, the Arizona 5 a Day Project. Field data and insights from institutional organizational and decision-making theory frame a matrix of organizational types and formal gatekeeping. We conclude by linking our perspective with analytic perspectives on organizational charters and organizational change.