The role of crisis in family crisis intervention: Do crisis experience and crisis change matter?

Evaluation studies of crisis intervention have focused on prevention of out-of-home placement of children or family functioning, but largely neglected the aspect of crisis. The present study examined crisis in 183 families receiving Family Crisis Intervention (FCI), addressing crisis characteristics and crisis change. In questionnaires children and parents were asked about their definition and experience of crisis and about their need for help. Results show that all families but one were in crisis at the beginning of the intervention, although the perception and extent of crisis differed among respondents. Crisis decreased from baseline to posttest according to clients and crisis intervention workers, but was not absent after the intervention. Combined with an unexpected pattern of reported family balance in the months before FCI, this result challenges the 4-6 weeks time span assumption of a crisis period. Variations in perception of crisis, clients' need for help, and possible crisis patterns are discussed, addressing theoretical and practical implications for family crisis intervention.     

Revisiting social-mediated crisis communication model: The Lancôme regenerative crisis after the Hong Kong Umbrella Movement

The widespread use of social media has stimulated the number of crises on a global scale and given rise to regenerative crises which involve multiple crisis stages and publics. Using the Social-Mediated Crisis Communication model and the regenerative crisis model, this study explores a real-life organizational crisis related to Lancôme Hong Kong, which was driven by the socio-political environment after the Umbrella Movement. It aims to examine the engagement strategies by different publics, and also the influence of information forms and sources on the trends of emotion among social media publics. Results also provided an empirical evaluation of the regenerative crisis model driven by a socio-political environment. An online content analysis of selected 10% sample with an online data acquisition and analysis tool (3902 Facebook posts and comments, 1178 forum posts and comments, and 244 online news articles) revealed the interlocking connection among the involved publics along with the social-mediated regenerative crisis life cycle. Followers’ emotional responses were not only attached to Lancôme, but also to third parties as information sources. Four subcategories of influential social media creators were identified. Refinement on the Social-Mediated Crisis Communication model and practical implications are suggested.     

Understanding publics’ perception and behaviors in crisis communication: Effects of crisis news framing and publics’ acquisition,selection, and transmission of information in crisis situations

This study aims to better understand publics’ perception and communicative behaviors in crisis communication. The extant research has overlooked how framing factors and different publics’ communicative behaviors directly influence crisis outcomes, including reputation and behavioral intentions. An online experiment with 1,113 participants was conducted to fill the gap. The findings demonstrated that preventable crisis news framing was a strong negative predictor for crisis outcomes. Another finding based on Communicative Action in Problem Solving (CAPS) in Situational Theory of Problem Solving (STOPS) revealed that information attending, forwarding, and seeking are positively associated with reputation and behavioral intentions.     

Lay actions in the face of crisis—Swedish citizens’ actions in response to the global financial crisis of 2008

This study goes beyond attitudes and behavioral indications as response to risk perceptions and focuses on actual behavior of laypeople. We report the results from a survey, conducted among a sample of Swedish citizens in the spring of 2009, looking at lay actions as responses to the financial crisis of 2008.In total, 3138 respondents were asked whether they had done something to protect their money during the recent financial crisis or not. The total sample, 1053 respondents, was divided into two comparable groups and a binary logistic regression tested a model with nine factors hypothesized to be predicting the choice to act or not as a response to the financial crisis. Among the eight factors predicting likelihood to act were gender, age, education, ethnicity, possession of assets affected of the financial crisis, worrying about the everyday household finances, the perception of others’ actions, and importance put on being knowledgeable and up-dated about financial matters. The ninth factor—respondents’ perception of the crisis to be a greater threat to the U.S. and global economy than to their own personal finances—did not contribute significantly to the model.A second aim of the study was to determine whether any individuals acted rashly and, if so, whether this group differed in any statistically significant way from the group of individuals that acted in a more financially circumspectly manner. In the group of individuals that acted rashly there is a higher propensity of: individuals who do not think they have assets affected by the crisis: individuals who have a lower level of education; and individuals who consider it important to be knowledgeable and up-to-date about financial matters. It should be of interest to policymakers and researchers to further explore features of this group of laypeople because it is the most important target group for consumer information and protection.     

Impacted publics’ perceptions of crisis communication decision making

This study focused on qualitative analysis utilizing the grounded theory approach to explore how impacted publics connected to an organization’s business interests perceive the complexities of crisis communication decision making. Referencing the Boeing 737 MAX 8 crashes in October 2018 and March 2019, respectively, the researcher conducted interviews with participants either affiliated with Boeing publics or affiliated with an organization within the same industry that could conceivably be connected in a similar hypothetical context. Coding resulted in the emergence of Publics’ Expectations, which are those expectations that an impacted public has in an organizational crisis situation where it is affected by the crisis communication of a central organization, as the core category. This was further subcategorized into Cognitive Empathy (impacted public empathizes or understands elements that introduce central organization reluctance to communicate), Crisis Communication (impacted public expectations of central organization communication), and Decision Making (impacted public expectations of complicated decision making), with corresponding components for each subcategory. Although the findings support many of the prevailing notions in Situational Crisis Communication Theory (SCCT) and other crisis communication theories, this study found that impacted publics might have higher levels of empathy for organizational realities than previously understood that reframes culpability as responsibility for the plight of your publics, not necessarily immediate outright responsibility for the crisis. This offers insights for a practical approach to crisis communication that is inclusive of publics, yet still fair to the organization that has to also represent its own interests.     

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.     

Crisis? What crisis?: How European professionals handle crises and crisis communication

A broad study in 43 European countries shows that 70% of communication professionals encounter at least one crisis a year, mostly institutional, related to the performance of the organization or a crisis in management or leadership. Organizational response and image restoration approaches are mainly based on information, sympathy and defense strategies. Traditional media relations and personal communication are the most important instruments used in crisis communication, while social media is used less often. The variation of crisis types, responses and instruments across European regions and types of organization indicate that economic and cultural aspects play a role in defining a crisis and communicating about it.     

The influence of accountability for the crisis and type of crisis communication on people’s behavior,feelings and relationship with the government

In this paper we investigated to what extent the willingness of people to take advice from the local government, people’s feelings of collective efficacy and empowerment, and their relationship with the local government, is dependent on whether the local government was accountable for the crisis or not. In addition, we were interested in the influence of empathic versus neutral crisis information on people’s behavior, feelings and their relationship with the local government. The results indicate that people’s intention to follow the advice of the local government is generally high, even when the local government is held accountable for the crisis. However, accountability negatively influenced people’s relationship with the local government, as well as collective efficacy. Our research shows that this negative outcome for people’s relationship with the local government cannot be countered by empathic crisis information. However, conveying empathic concern in the crisis information did enhance level of collective efficacy.     

Dehumanization and Islamophobia: attitudes towards the Syrian refugee crisis / Deshumanización e islamofobia: actitudes ante la crisis de los refugiados sirios

The dehumanization of certain outgroups is manifested in the deligitimization of the other and generates exclusion, especially in conditions perceived as potentially threatening. The purpose of this study is to analyse the perceptions of Syrian refugees and image of the Muslim population among young people between the ages of 15 and 18 (n = 205) and people over the age of 60 (n = 117). To do so, scales of dehumanization, modern racism and Islamophobia were applied and analysed according to certain variables such as age and degree of perceived religiosity. The results show that there are significant differences in terms of age in dehumanization, modern racism and Islamophobia, but the dehumanization of both Muslims and Syrian refugees seems to appear at all levels, with the perception of threat as a crucial factor. Religiosity also seems to be a significant variable in the study of racism and Islamophobia, although not in dehumanization. The psychosocial implications of these findings are discussed.     

Freedom ossified or economic crisis? A comment on Holger Henke

This article contends with the view that the political crisis in some Anglophone Caribbean countries—primarily Jamaica—can be understood as arising from the black middle‐class leadership's use of race and nationalism to obscure class issues. It argues that the race and national issues were and are legitimate class issues and that it is theoretically and practically a mistake to counterpose the two. The black middle class achieved important victories against colonialism and racism but now is faced with global economic and political forces for which it is ill‐equipped to address. The political crisis that it faces is more a result of these global forces than it is of the internal weakness of this class.     

Financial forecasts during the crisis: Were experts more accurate than laypeople?

The main goal of this paper was to examine the accuracy and confidence of financial forecasts during the 2009/2010 crisis. The study was carried out in February 2009 in Poland. The participants represented two groups: financial analysts and laypeople (people without knowledge or skills in finance). All participants were asked to forecast future stock market performance and foreign exchange rates. Additionally, they marked their confidence on a 100-point scale. The results showed that the forecasts significantly differed from the real values. In forecasting both the stock market and the currency exchange market, the prediction error significantly differed from zero. Even if the participants were optimistic in making the directional stock market forecasts, they were pessimistic when making point index predictions, which suggests a judgmental paradox. The experts were slightly better than the non-experts in predicting the stock market. However, their accuracy was generally not better in the exchange market forecasts. The next step of the analysis focused on the confidence factor. The results of this part of the research showed that the laypeople were less confident than the experts in all the judgments.     

Examining multiplicity and dynamics of publics’ crisis narratives with large-scale Twitter data

The new reality of networked publics on social media calls for crisis communication practitioners and researchers to understand the narratives generated by publics on social media during organizational crises. As social media publics possess diverse, unique characteristics and communicative needs during a crisis, they form interpretative communities and co-create various symbolic interpretations of the crisis. Extending the public-centric and narrative perspective to the context of social media crises, we examined what crisis narratives were constructed by social media publics (i.e., multiplicity) and how these narratives changed by crisis stages (i.e., dynamics). Using topic modelling based on large-scale Twitter data of the Chipotle E. coli crisis (N?=?40,610), we identified ten narratives subsumed under two themes (i.e., sharing-based and conversation-based) based on publics’ social constructions of their perceived risks and crisis experience. On the one hand, sharing-based narratives, heavily impacted by publics’ shared media coverage, reflected media crisis narratives and salient risk perceptions aligning with the news agenda. On the other hand, conversation-based narratives, fueled by publics’ opinion expression and emotional venting, demonstrated publics’ interpretations of their experience with the organization in the crisis with less salient but more diversified risk perceptions. Crisis managers are recommended to produce and deliver compelling narratives resonating with different groups of social media publics during crises.     

Too sick to move: distant ‘crisis’ care in transnational families

This paper examines the crisis of acute and chronic illness, death, and dying in transnational families. These are the stages in the family life-course when physical co-presence is required to deliver hands-on care and intimate emotional support for the sick family member. It is a time when distant kin feel they need ‘to be there’, including for their own sense of well-being. This period of ‘crisis’ (in the anthropological sense) makes visible all of the impediments to transnational family caregiving that often remain hidden during those periods when ‘routine’ forms of distant care are adequate. Of particular relevance are the macro-level factors generated by national borders and the policies that define them, including those that govern employment, travel, visa, health, and aged care provisions. It is in these family life phases of crisis that nation-state structures can work to constrain individual agency and rights, making compellingly evident the growing need for transnational structures and policy. At issue are the largely invisible (in a policy sense) but increasingly common micro-level responses of family and individuals that characterize ‘crisis distant care’, which are characterized by the urgent need to visit and to intensify use of ICTs. The paper examines the experiences of migrants living in Australia who are trying to care for acutely unwell family members abroad.     

The Oxford Incident: organizational culture’s role in an anthrax crisis

This paper examines the crisis management response of a Connecticut hospital during an anthrax case that came to be known as the “Oxford Incident.” While crisis communication plans may help organizations effectively manage crises, the findings of this study indicate the established culture at the hospital was the most important factor in the organization’s successful handling of the case.     

Top girls navigating austere times: interrogating youth transitions since the ‘crisis’

Since the 1990s, young women in the West have been addressed as ‘Top Girls’, symbols of social progress and emblems of a new meritocracy. The 2008 financial crash and subsequent implementation of austerity measures have further called into question the realisation of such promise and potential as evidence suggests that the young and women have suffered disproportionately within the post-crash landscape in the UK and beyond. This paper draws on longitudinal data to interrogate the promises and failures of neoliberal and post-feminist articulations of aspiration and meritocracy as these are lived and negotiated by young women making transitions in the midst of the ‘crisis’. Attending to the biographical accounts of two participants occupying different class locations, I explore their transitions and perceptions of the uncertainties and risks characterising ‘austere times’. I demonstrate how, despite similarities in their experiences of a stunted graduate labour market, social class shaped how they responded to and made sense of the pressures and predicaments they encountered.     

How do the news media frame crises? A content analysis of crisis news coverage

The present study is a content analysis of crisis news frames found in 2006 crisis news coverage. A total of 247 news stories were analyzed to examine which of five news frames (attribution of responsibility, human interest, conflict, morality, and economic) and level of responsibility (individual and organizational level) were used by the media according to crisis type. While the attribution of responsibility frame was the most predominantly used in crisis news coverage, the use of each of the five frames depended on crisis type. The use of level of responsibility also varied by crisis type and was related to the five frames; individual level of responsibility was used more with morality, human interest, and attribution of responsibility frames. Implications and suggestions based on the results were discussed.