Exploring crisis communication in the internal context of an organization: Examining moderated and mediated effects of employee-organization relationships on crisis outcomes

This study seeks to foster a greater understanding of effective crisis communication from the internal context of organizations. The present research conducted an online experimental study of 640 full-time employees in the United States. Results through OLS multiple regression and path analysis indicated 1) employee-organization relationships (EOR) and timing strategy of self-disclosure (stealing thunder) were positively associated with the positive internal reputation and employees’ supportive behavioral intentions, 2) the positive effects of EOR on the employees’ supportive behaviors appeared differently according to whether or not stealing-thunder was used, and 3) the effects of EOR and message strategy (accommodative response) on the positive internal reputation were varied when the negative emotions (anger and anxiety) intervened.     

Employee communication,job engagement,and organizational commitment: A study of members of the Millennial Generation

The purpose of this study was to explore the relationship between job engagement and two key components of employee-organization relationships (EOR). Findings from a survey of members of the Millennial Generation (N = 539) in the United States indicate that job engagement mediates the relationship between employee communication and organizational commitment. It is concluded that when employees are engaged in their work, their commitment to the organization is strengthened and the likelihood of them leaving the organization decreases. Furthermore, an argument is made in light of the study’s findings that engagement and commitment work in concert to strengthen EORs overall. To foster engagement, organizations should remove obstacles to internal information flow and provide ongoing feedback to employees about individual and organizational issues.     

Elaborating the halo effect of SCCT: how and why performance history affects crisis responsibility and organizational reputation

This study explored how and why a halo effect occurred during a food-related crisis in South Korea. The research questions were framed using situational crisis communication theory. A qualitative research method involving 16 in-depth interviews revealed that the good performance history of the company involved in the crisis caused people to attribute less responsibility to the organization, as they doubted the alleged cause of the crisis and interpreted the crisis as a one-time mistake. A good performance history reduced threats to the organization because people felt a personal bond with, and trust in, the organization, partly due to its long history of operations and relatively large size.     

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.     

Effects of attributed responsibility and response strategies on organizational reputation: A meta-analysis of situational crisis communication theory research

Scholars utilizing situational crisis communication theory (SCCT) mainly examine how attributed responsibility affects organizational reputation and how response strategies matched with the amount of attributed responsibility protect reputation. The findings on these 2 important questions have been mixed. A meta-analysis of 35 investigations from 24 studies published between January 1990 and March 2015 was conducted to explain the mixed findings and reveal average correlations. Attributed responsibility was strongly associated with reputation at –.54, and response strategies were only weakly associated with reputation at .23. Equally important, crisis vignette choice moderated the responsibility-reputation association. Crisis clusters, reputation measurements, sample choice, and crisis vignette choice moderated the match-reputation association. Theoretical, methodological, and practical implications were discussed.     

Frames and framing effects in Chinese online and offline crisis communication: the case study of a celebrity scandal

This study develops a model for analyzing the flow of frames and the multiple levels of framing effects in Chinese crisis communication both online and offline. To investigate the convergence and/or divergence of traditional media and social media in framing a crisis event in China, the study uses the sample of a celebrity scandal case that received extensive attention both online and offline. The empirical findings showed that crisis communicative strategies (CCSs), that is, the frames used in crisis communication, were correlated with those used in newspaper coverage (i.e. frames in representation) but were not correlated with the CCSs used by the online public (i.e. frames in thoughts). Specific and defensive CCSs, such as attacking the accusers and denial, led to fewer favorable responsibility-oriented frames than ambiguous strategies, such as excuses and justification. This finding supports the assumptions of classic situational crisis communication theory. However, none of the above-mentioned CCSs significantly predicted the relationship-oriented frames in thoughts. Relationship-oriented frames were found to be a predictor of the valence of online public opinion whereas no CCS was observed to be influential in the online public opinions expressed by social media users.     

Creating a positive emotional culture: Effect of internal communication and impact on employee supportive behaviors

The study surveyed 506 employees in the United States to test the effect of internal communication (i.e., corporate-level symmetrical and leadership-level responsive communications) on fostering a positive emotional culture characterized by companionate love, joy, pride, and gratitude. In addition, we tested the interplay between corporate internal communication and a positive emotional culture and its influence on supportive employee behaviors, specifically, organizational citizenship behavior (OCB) and employee advocacy. Results indicated that symmetrical communication and responsive leadership communication cultivated a positive emotional culture in organizations. Such culture also fostered employee OCB and advocacy. Moreover, corporate symmetrical communication directly and positively influenced employee OCB. Finally, this study found that employee OCB positively affected employee advocacy. The theoretical and practical implications of the findings for public relations scholars and practitioners were discussed.     

The role of empathy in crisis communication: Providing a deeper understanding of how organizational crises and crisis communication affect reputation

This study advances our theoretical knowledge of how organizational crises and crisis communication affect reputation. Prior research solely emphasizes the importance of organizational crisis responsibility in this process. Three experiments show that stakeholders’ empathy toward the organization provides a second explanation. The first two experiments demonstrate that victim crises not only inflict less reputational damage than preventable crises because stakeholders consider the organization less responsible for the events, but also because they are more likely to empathize with the company. The third study shows that empathy can also explain the outcomes of crisis communication. An apology arouses empathy among stakeholders and subsequently increases reputation repair, unlike denial. The role of empathy in the crisis communication process has implications for both theory and practice.     

Warranted inferences of mediation and possibility of a threshold effect: Verifying the mediating effects of anger in situational crisis communication theory

Scholars have called for communication research to verify the causal claims of mediation models from a research design perspective, instead of only proving mediation statistically. This study validates whether and how anger mediates the causal effects of crisis types on publics’ responses in Situational Crisis Communication Theory (SCCT), including reputation, negative word-of-mouth intention, and purchase intention in China. Two experiments were conducted based on the experimental-causal-chain design. Results in Study 1 demonstrate that the causal relationships between three crisis types and publics’ emotional and other responses in China are consistent with findings in Western contexts. In Study 2, the results of a 2 (anger: low, high) x 3 (crisis types: victim crisis, accidental crisis, preventable crisis) factorial experiment reveal significant mediating effects of anger on publics’ responses in the victim and accidental crisis conditions, but not for preventable crises. This novel finding suggests the possibility of a threshold effect of anger in the mediating process. Specifically, anger has a mediating effect on publics’ responses when it is below the high-anger threshold. However, anger may no longer be the mediator when it exceeds this threshold. This finding empirically challenges the common assumption that emotions have a linear relationship with publics’ responses, thus offering a new research avenue and deeper understanding of how emotions function in crises. Therefore, this research serves as a pioneer, calling for future studies to validate other theories involving mediation to yield fruitful insights.     

Public's Responses to an oil spill accident: A test of the attribution theory and situational crisis communication theory

Situational communication crisis communication theory (SCCT) and Weiner's attribution theory are used in this research to explain the public's responses to a corporation that caused an oil spill accident. Consistent with SCCT, people made higher internal attributions and lower external attributions about the oil spill accident when low distinctiveness information was provided, compared to when high distinctiveness information or no information was provided. Higher internal attributions and lower external attributions, in turn, resulted in greater punitive opinions and punitive behavior.     

Cultivating employee creativity through strategic internal communication: The role of leadership,symmetry, and feedback seeking behaviors

Using a survey of 405 full-time employees, this study examined how organizations’ internal communication influenced by leadership communication at the supervisory- and senior-levels impacts employee creativity and how employees’ feedback-seeking behaviors mediate these relationships. The results suggest that leadership communication at the supervisory and senior levels positively influence symmetrical internal communication system. The analysis also shows that symmetrical internal communication and leadership communication cause employees to seek more feedback from different interpersonal sources including supervisors, coworkers, and peers in other departments, which in turn enhances creativity. This paper concludes with a discussion of the theoretical and practical implications of these findings for public relations and internal communication.     

Meshworked reputation: Publicists’ views on the reputational impacts of online communication

This paper discusses the conceptual and empirical connections between an organization's reputation management and online communication. The paper develops a theory driven model of the structural dimensions of reputation and analyzes organizational communication professionals’ views on the potential that online communication has for reputation management. The survey data showed that online communication was perceived to have positive impacts on the structure and advantages of reputation, and that these two aspects would seem to be strongly dependent on each other. Thus, online communication can be used to influence the assessments made by stakeholders about an organization's products and services, corporate responsibility, success, its ability to change and develop, and its public image. In addition, online communication can generate reputational advantages by strengthening stakeholder relationships and building social capital for the organization.     

Beyond mere information transfer: The importance of a relational approach to market-related internal communication

Despite the significance of relationship management in any information provision or exchange, public relations scholarship has typically focused on examining the underlying internal communication processes from a transactional perspective. These processes are frequently associated with organizational information dissemination, overlooking other critical contents to make strategic decisions. This study draws market information processing into the debate about internal communication, providing a greater understanding of how a relational approach can improve market intelligence dissemination. Results show that an effective management of market knowledge requires the use of such an approach, which in turn, cultivates the shared interpretation of market information and innovation performance. The findings stimulate fresh discussion about the nature and development of internal communication knowledge and practice.     

Unpack the relational and behavioral outcomes of internal CSR: Highlighting dialogic communication and managerial facilitation

This study examines how corporate social responsibility (CSR) communication and management contributes to internal public relationship building and employees’ megaphoning behaviors. Specifically, it investigates how organization-public dialogic communication (OPDC) about CSR and organizational leaders’ facilitation behaviors for employees’ CSR engagement influence employees’ perceptions of two distinct types of organization-public relationships: communal and exchange relationships. Structural equation modeling results of 660 online survey responses suggest that OPDC has a positive association with communal relationships and negative association with exchange relationships. Facilitation behavior positively contributes to exchange relationships. Both communal and exchange relationships are positively associated with employees’ positive megaphoning. Yet, negative megaphoning is negatively linked with communal relationships and positively linked with exchange relationships. This study contributes to the growing body of literature on internal CSR communication and management. More importantly, it uncovers the nuanced effects of CSR on employee-organization communal and exchange relationship building.     

Restoring trust through transparency: Examining the effects of transparency strategies on police crisis communication in Mainland China

Employing a 2 (accepting crisis accountability vs denying crisis accountability) x 2 (high vs low information substantiality) x 2 (high vs low participation) online experiment (N = 293), this study examines how different transparency strategies influence public anger and trust in a Chinese police crisis context, offering insights on government social media crisis communication. In general, transparency is crucial for Chinese local governments, especially police agencies, in managing crises on social media. Reporting organizational crisis accountability, delivering sufficient and evidence-based messages, and enabling public discussion on social media are three transparency strategies that can help minimize public anger and rebuild public trust. Results suggest the positive effects of delivering messages in crisis situations by using transparency. Furthermore, the study points out that police organizations in China should consider the possibility of information overload and unexpectedly low overall expectations for government transparency among Chinese publics.     

The embeddedness of organizational performance: Multiple Membership Multiple Classification Models for the analysis of multilevel networks

We present a Multiple Membership Multiple Classification (MMMC) model for analysing variation in the performance of organizational sub-units embedded in a multilevel network. The model postulates that the performance of organizational sub-units varies across network levels defined in terms of: (i) direct relations between organizational sub-units; (ii) relations between organizations containing the sub-units, and (iii) cross-level relations between sub-units and organizations. We demonstrate the empirical merits of the model in an analysis of inter-hospital patient mobility within a regional community of health care organizations. In the empirical case study we develop, organizational sub-units are departments of emergency medicine (EDs) located within hospitals (organizations). Networks within and across levels are delineated in terms of patient transfer relations between EDs (lower-level, emergency transfers), hospitals (higher-level, elective transfers), and between EDs and hospitals (cross-level, non-emergency transfers). Our main analytical objective is to examine the association of these interdependent and partially nested levels of action with variation in waiting time among EDs – one of the most commonly adopted and accepted measures of ED performance. We find evidence that variation in ED waiting time is associated with various components of the multilevel network in which the EDs are embedded. Before allowing for various characteristics of EDs and the hospitals in which they are located, we find, for the null models, that most of the network variation is at the hospital level. After adding these characteristics to the model, we find that hospital capacity and ED uncertainty are significantly associated with ED waiting time. We also find that the overall variation in ED waiting time is reduced to less than a half of its estimated value from the null models, and that a greater share of the residual network variation for these models is at the ED level and cross level, rather than the hospital level. This suggests that the covariates explain some of the network variation, and shift the relative share of residual variation away from hospital networks. We discuss further extensions to the model for more general analyses of multilevel network dependencies in variables of interest for the lower level nodes of these social structures.     

Finding the path beyond reputation repair: A structural topic modeling analysis of the crisis communication paradigm in public relations

This research utilizes computational methods to examine crisis communication scholarship from 2010 to 2020 in two studies with a census of all articles in Public Relations Review and the Journal of Public Relations Research (n = 1293 articles, 7400,685 words). Results indicate crisis scholarship has expanded beyond its prior focus on reputation repair. Situational crisis communication theory and image repair are compared in volume of scholarship and methodological affinity. Social media, SCCT, and media relations are identified as central topics within crisis communication scholarship.     

The impact of internal communication on strategic and economic effects in Serbian companies

This paper presents the research results in relation to examining and defining dependences and the impact of internal communication on certain strategic and economic business effects. Serbian companies were the focus of this research. The data were collected by polling 100 managers from 100 companies. Afterwards, multivariate regression and correlation was carried out in the aim of the final determination of requested dependences. This research confirmed a strong positive relation between internal communication and strategic and economic business effects.     

Crisis communication online: How medium,crisis type and emotions affected public reactions in the Fukushima Daiichi nuclear disaster

Social media play in today's societies a fundamental role for the negotiation and dynamics of crises. However, classical crisis communication theories neglect the role of the medium and focus mainly on the interplay between crisis type and crisis communication strategy. Building on the recently developed “networked crisis communication model” we contrast effects of medium (Facebook vs. Twitter vs. online newspaper) and crisis type (intentional vs. victim) in an online experiment. Using the Fukushima Daiichi nuclear disaster as crisis scenario, we show that medium effects are stronger than the effects of crisis type. Crisis communication via social media resulted in a higher reputation and less secondary crisis reactions such as boycotting the company than crisis communication in the newspaper. However, secondary crisis communication, e.g. talking about the crisis communication, was higher in the newspaper condition than in the social media conditions because people consider traditional media as more credible. We also found higher levels of anger in the intentional crisis condition than in the victim crisis condition. Anger in turn was related to reputation, secondary crisis communication and secondary crisis reaction. The results stress the need for more complex models of crisis communication.     

The role of corporate social responsibility (CSR) and internal CSR communication in predicting employee engagement: Perspectives from the United Arab Emirates (UAE)

This study examined relationships among employees’ perception of CSR, three models of internal CSR communication and employee engagement. The findings, based on 516 valid survey responses from employees across different sectors in the United Arab Emirates, revealed that internal communication of CSR, both one-way and two-way symmetrical, predicted employee perceptions of CSR, with two-way asymmetrical communication being a negative predictor; perceptions of CSR predicted employee engagement; social and sustainable dimensions of CSR most strongly predicted social and affective dimensions of employee engagement; and both two-way symmetrical communication of CSR and employee perceptions of CSR strongly predicted employee engagement. Implications for theory and practice are discussed.