Corporate social responsibility engagement and communication by Chinese companies

Premised upon the centrality of relationship management in corporate social responsibility (CSR) and public relations functions, and the growing momentum toward CSR in China, this study reports survey results of corporate communication/public relations executives in Chinese companies on aspects of CSR accountability and transparency. Responses to four key topical areas – drivers for CSR engagement, areas of practice, importance of CSR communication, and preferred channels for communication – suggest a strong concern for corporate image and culture in pursuing CSR, an overwhelming emphasis on disaster relief despite the recognition of a much broader array of societal priorities, and the Chinese companies’ current reliance on in-house and Internet media for CSR communication.     

Restoring a reputation: The Duke University lacrosse scandal

Duke University was thrust into a crisis situation when three members of its lacrosse team were indicted on charges of first-degree rape and sexual assault. As the story received extensive media coverage and while the prosecution and defense were making their legal arguments, the reputation of Duke University was called into question and it too was in need of appropriate public relations communication strategies. The purpose of this paper is to summarize the actions and public relations communication emanating from Duke in its attempt to frame the story and restore its reputation. Public relations theories that focus on image restoration as articulated by Benoit [Benoit, W. L. (1995). Accounts, excuses, and apologies: A theory of image restoration strategies. Albany, NY: State University of New York Press; Benoit, W. L. (2000). Another visit to the theory of image restoration strategies. Communication Quarterly, 48(1), 40–44] and Coombs [Coombs, W. T. (1995). Choosing the right words: The development of guidelines for the selection of the “appropriate” crisis response strategies. Management Communication Quarterly, 8, 447–476; Coombs, W. T. (2006). Crisis management: A communicative approach. In C. H. Botan & V. Hazleton (Eds.). Public relations theory II (pp. 171–197). Mahwah, NJ: Lawrence Erlbaum Associates] as well as the concept of message framing are presented and used to analyze Duke's communication response. Studying the Duke case provides an example of an organization executing theoretical concepts in a practical situation.     

Managing a nation's image during crisis: A study of the Chinese government's image repair efforts in the “Made in China” controversy

The image of a nation is crucial in the conduct of international relations (Wang, J. (2006). Managing national reputation and international relations in the global era: Public diplomacy revisited. Public Relations Review, 32, 91–96). A favorable image plays a critical role in asserting one's influence (Benoit, W. L., & Brinson, S. L. (1994). AT&T: “Apologies are not enough”. Communication Quarterly, 42, 75–88; Wang, J. (2006). Managing national reputation and international relations in the global era: Public diplomacy revisited. Public Relations Review, 32, 91–96). Often, strategic communication tools like public relations and media diplomacy are used to enhance a nation's image (Giffard, A., & Rivenburgh, N. K. (2000). News agencies, national images, and global media events. Journalism Quarterly, 77, 8–21). In 2007, China's reputation as “the workshop of the world” (Gaulier, G., Lemoine, F., & Unal-Kesenci, D. (2005). China: A workshop of the Cd and a market for Europe. At: http://ideas.repec.org/a/cii/cepill/2005-245.html. Accessed on 14 May 2009) came under severe threat with a series of product recalls. This was arguably the first time that allegations of product deficiencies were targeted at a country. Using the image repair theory, this paper examined the strategies used and the image these strategies generated for China. Findings showed that the initial defensive strategies generated an image of a hurried and harried country. After it was willing to confront the crises through corrective action, a surer and more determined image emerged.     

Unique crisis response strategies in sports public relations: Rugby league and the case for diversion

Sport is a unique ‘product’ in that most of its messages and images are conveyed through media coverage rather than through advertising or sales campaigns. While the coverage is usually positive, media interest becomes more problematic in high profile scandals which can be very damaging. In this paper, we propose that the culture of elite men's sport and its interdependence with mass media creates a situation in which sports public relations personnel have access to crisis communication strategies not previously specified in the existing literature. Based on textual analysis of media coverage of an Australasian men's rugby league salary cap scandal, we argue that, in certain situations, a sports organisation may draw upon a crisis response strategy that we term diversion in order to successfully limit the damage to the organisation's reputation. In particular, we suggest that the often intense ‘relationship’ that fans have with players may allow team sports to focus attention on players (and fans) as innocent victims with the result that negative publicity for the sport overall is reduced.     

Soccer, civil religion, and public relations: Devotional–promotional communication and Barcelona Football Club

The aim of this article is to provide a public relations perspective on the civil religion phenomenon through a study of Barcelona Football Club (BFC) as an institution and its public relations efforts. We believe that BFC can be seen as a form of civil religion that uses a devotional–promotional communication model which sets forth, upholds and reinforces relations with “faithful supporters”. The paper links to three main contributions: the work of [Salvador, J. (2004). Futbol, metàfora d’una guerra freda: Un estudi antropològic del Barça. Barcelona: Proa.] on anthropological approach to BFC, [Giner, S. (2003). Carisma y razón. Madrid: Alianza] on civil religion and its communicative dimension, and [Tilson, D. J. (2006). Devotional–promotional communicationa and Santiago: A thousand-year public relations campaign for Saint James and Spain. In J. L’Etang & M. Pieczka (Eds.), Public relations: Critical debates and contemporary practice (pp. 167–184). Mahwah, NJ: Lawrence Erlbaum.] on devotional–promotional communication. Thus, this article advances a public relations approach to civil religion.     

The Success of the Battered Woman Syndrome: An Analysis of How Cultural Arguments Succeed

This paper examines how certain cultural arguments gain the authority necessary to explain the social problem of domestic violence. I begin by demonstrating the existence of competing explanations for the question of why abusive relationships continue. I find that a certain kind of explanation, multiple victimization arguments that emphasize the numerous ways battered women are victimized, are most common. Through an analysis of social science citations, news papers, and legislative and judicial decisions, I conclude that one multiple victimization argument in particular, Lenore Walker's battered woman syndrome (Walker, 1979, The Battered Woman. New York: Harper & Row; Walker, 1984, The Battered Woman Syndrome. New York: Springer), has become the most recognized explanation for why abusive relationships continue. The syndrome was best able to meet the criteria necessary for gaining cultural authority put forth by Schudson (1989, Theory and Society 18:153–180): retrievability, rhetorical force, resonance, resolution, and institutional retention. In recent years, however, this authority has been threatened as social and cultural conditions have changed, leaving competing understandings of the domestic violence issue to challenge Walker's claims.     

All glamour, no substance? How public relations majors and potential majors in an exemplar program view the industry and function

Studies in public relations often conclude that the field is misunderstood [Kopenhaver, L. L. (1985). Aligning values of practitioners and journalists. Public Relations Review, 11(1), 34–42; Stacks, D. W., Botan, C., & Turk, J. V. (1999). Perceptions of pubic relations education. Public Relations Review, 25, 9–29] and misrepresented in media [Spicer, C. (2000). Public relations in a democratic society: Value and values. Journal of Public Relations Research, 12(1), 115–130]. Public relations professionals themselves often do not know what is involved in or support public relations education [Wright, D. K., & Turk, J. V. (2007). Public relations knowledge and professionalism: Challenges to educators and practitioners. In E.L. Toth (Ed.), The future of excellence in public relations and communication management: Challenges for the next generation (pp. 571–588). Mahwah, NJ: Lawrence Erlbaum]. Both the special issue (Public Relations Review, 1999) on public relations education and a following study published in this journal [Bowen, S. A. (2003). I thought it would be more glamorous: Preconceptions and misconceptions of public relations among students in the principles course. Public Relations Review, 29, 199–214] argued that public relations majors often do not realize what is involved in the academic discipline or the professional field. This research builds on the findings of those studies to ask: are public relations educators doing any better in communicating the core competencies, responsibilities, knowledge requirements, skills, and abilities of the discipline and the public relations major? Through the use of 10 focus groups across majors at a top research university, we can see that little is known about public relations among non-majors, but public relations majors can articulate the requirements and functions of the field. Several primary areas of confusion emerged about public relations related to: marketing or promotion, spinning the truth, image, and public relations as a career choice. These ideas show a critical lack of transparency in public relations. Credibility of the public relations function is hampered by this failure to communicate about the functions and core competencies of the field. Implications for both the public relations practice and for public relations education are discussed.     

Online authority communication during an epidemic: A Finnish example

Social media are creating new challenges for authority communications during crises, such as a pandemic. This study examined Finnish citizens’ opinions about authorities as crisis managers during the swine flu epidemic of 2009-2010 and examined the success of authority intervention to online discussion forums. Through a content analysis carried out at the discussion forums, the study showed that though authorities are highly trusted in general in Finland, this trust is not extended to the online environment. Online, civilians did not trust authorities and the protective actions taken. Moreover, the authorities’ intervention to the discussion forums aimed at correcting false information and shaping opinions seemed to fail, as the intervention was carried out too late and with too little resources. The paper calls for more proactive authority communication that would establish a dialogue with citizens before a crisis to ensure credibility during difficult times.     

A Content Analysis of Sexual Consent and Refusal Communication in Mainstream Films

Young adults have limited access to comprehensive sex education. As such, they may seek sexuality information through such alternative sources, such as mass media. Previous research suggests that media, including films and television shows, can influence sexual behaviors and attitudes. Because sexual consent communication is important to sexual experiences, the purpose of this study was to assess how sexual consent and refusal communication were depicted in films. We also examined contextual factors that influence consent and refusal communication, such as gender, relationship status, location, and types of sexual behaviors. Four researchers analyzed popular mainstream films (N = 50) from 2013 based on a codebook developed inductively and deductively. The most common consent and refusal communication cues were nonverbal or implicit. The majority of scenes portrayed consent immediately before sexual activity. We also conducted chi-squared analyses to assess differences in consent and refusal communication based on gender and relationship status. There were no gender differences in the portrayal of consent cues; however, characters in established relationships used nonverbal cues more often than those in novel relationships. Mass media can normalize behaviors, and our results suggest that films may further normalize nonverbal or implicit consent cues.     

Commentary: The media in 2045—Not a forecast, but a dream

The mass media continue to be among the most crucial instruments for the practitioner of public relations, and, to be sure, among the most frustrating. How are the media changing? How will those changes affect public relations? And should there be new public policies about mass media in a twenty-first century where technical, political, social, and economic realities will be radically different from previous centuries, including the twentieth?Although most public relations professionals have shied away from public criticism of the media, and have not been vocal advocates for changing public policies about media, nevertheless they need answers to the questions raised above. In this thoughtful essay, Claude-Jean Bertrand looks at a possible mass media half a century from now and provides a dream scenario.Unfortunately, Professor Bertrand describes some “twentieth-century” public relations practices as part of the “old” problems and “dreams up” some changes in those practices, as well. It may be that a public relations professional or professor should write an essay devoted to a dream scenario for public relations in 2045. The Public Relations Review invites such commentary.     

Fostering democracy through social media: Evaluating diametrically opposed nonprofit advocacy organizations’ use of Facebook,Twitter, and YouTube

Nonprofit organizations contribute to a democratic society by allowing those with diverse opinions to assemble and voice these ideas. Social media has provided an extensive new marketplace in which such organizations can give voice to their ideas. Thus the purpose of this study was to explore and assess the use of social media (Facebook, Twitter, and YouTube) for advocacy by nonprofit organizations with diametrically opposed points-of-view on two social issues, the pro-gun/gun control issue and the pro-choice/pro-life issue. Results of this study indicate that nonprofit advocacy organizations are using social media to ethically persuade people to their point of view, for the most part through use of one-way communication. Moreover, organizations are using the various social media for different purposes, providing thanks and recognition on Twitter, and soliciting feedback and other two-way communication with stakeholders on Facebook. Use of authority figures to communicate messages is generally reserved for YouTube.     

Further explorations of post-crisis communication: Effects of media and response strategies on perceptions and intentions

Crisis communication represents a rapidly growing body of research and is seeing an increased use of experimental methods. However, the experiments have relied exclusively on print stimuli resulting in little knowledge of channel effects on crisis communication. This study evaluates the effects of different response strategies and media channels on respondents exposed to a crisis. The study used a 2 (crisis response: sympathy and compassion) × 2 (media: print and video) design. We selected two similar response strategies that could differ in terms of the additional cues provided by video. Results revealed virtually no meaningful difference between the use of video versus print or sympathy versus compensation.     

What inhibits the mere-exposure effect: Recollection or familiarity?

The mere-exposure effect is the formation of a positive affective reaction (PAR) to repeated or single exposure to a stimulus, even in the absence of awareness. The mere-exposure effect indicates that communication effects go beyond “explicit memory”, measured with the traditional measures of (aided) recall and recognition. “Implicit memory” indicates latent communication effects, e.g., liking, for persons exposed to particular stimuli. The mere-exposure effect in the absence of awareness represents implicit memory. In this study, the mere-exposure effect is observed by using a new type of divided-attention method with Chinese participants responding to Chinese characters. The prediction by the two-factor model of mere-exposure effect is confirmed. Recognition (“explicit memory”) may inhibit the mere-exposure effect. Recognition memory is a dual process with two aspects: recollection and familiarity. Employing the process dissociation procedure (PDP) (Jacoby, L.L., 1991. Journal of Memory and Language 30, 513–541), it is found that familiarity of above-chance recognition is greater than that of chance recognition. It is the high level of familiarity and not recollection of abovechance recognition that inhibits the mere-exposure effect. The implications of these findings are that a high level of familiarity inhibits the primary affective reaction and “replaces” this reaction with a more conscious and cognitive evaluation. With the two-factor model, with wear-in (habituation) and wear-out (satiation) factors, the optimal level of exposure may be determined in order to increase the affective reaction. The study shows the robustness of the mere-exposure effect, also for familiar stimuli.     

Adding value to organizations: An examination of the role of senior public relations practitioners in Singapore

A key characteristic of public relations excellence in organizations is ensuring that the senior public relations practitioner – the head of the communication function – has the competencies to enact the strategic role of a manager. It is only when the top communicator possesses strategic management knowledge and engages in managerial work with support from colleagues who are technically skilled in traditional craft work can public relations work be considered to be value-generating.This paper presents the findings of the examination of the role of senior public relations practitioners in organizations in Singapore. It also explores the importance of core communication activities to the role of top in-house communicators, examines the time they allocate to managerial and technical work, and assesses if the managerial role which the practitioners play adds value to organizations. Data collected from both in-depth interviews and self-reported log of daily activities showed that although top communicators in Singapore enjoy strategic reporting and unhindered access to senior management, it also revealed, paradoxically, senior management's mixed worldviews of public relations; and that Singapore's top in-house practitioners lack the strategic knowledge to enact the managerial role as they are too focused on technical work.The paper concludes with recommendations on how the level of public relations professionalism can be raised in Singapore, starting with the practitioners themselves having to be fully equipped with the relevant academic knowledge of what makes communication excellent.     

The nature of conflict in firm-client relations: A content analysis of public relations journal 1980–89

Determing the sources of conflict in public relations firm-client relations is the first step toward managing such conflict productively. A content analysis of firm-related articles in Public Relations Journal from 1980–1989 yielded a total of 45 conflict issues. The key issues recurring whether the conflict was attributed to the firm or the client were concerns over knowing each other's businesses, contributing to a consistent communication flow, finances, and “chemistry.”For the most part, conflict issues for public relations firms paralleled those for advertising firms as reported in the advertising agency literature. Exceptions were top ranking public relations firm issues related to research and billing and for clients, prompt payment. Advertising issues not directly found in the public relations literature included defensiveness, blame placing and the number of approval levels.     

Parents of male compulsive gamblers: Clinical issues/treatment approaches

This is a study of 126 parents (57 couples and 12 individual parents) of 69 inpatient pathological gamblers. The gamblers ranged in age from 17–37 years. All were males who dated their average age of onset of heavy gambling at 13–14 years. The parents ranged in age from 38–69 years. Treatment approaches specific to parents of compulsive gamblers are discussed. These approaches include education, family therapy, conjoint sessions, combined group, parent group, and aftercare. In addition, the value of self-help through GamAnon is stressed as a means of returning sanity to their lives and as a way of recognizing that these parents have the ability to change their feelings and their behaviors, thereby no longer making the gambler and his gambling the focus of their existence.     

Children with disabilities and chronic conditions and longer-term parental health

This paper uses panel data from the Statistics Canada National Longitudinal Survey of Children and Youth (1994–2000) to study the implications of parenting a child with a disability or chronic condition for subjective assessments of parental health. We find mother's health to be negatively affected, particularly if the disability is longer-term. Within families, the wife's health deteriorates relative to her husband's when they are parenting a child with a disability. These results are consistent with Akerlof and Kranton's [Akerlof, G., Kranton, R., 2000. Economics and identity. The Quarterly Journal of Economics 105(3), 715–753] arguments that ‘identity’ is an important determinant of both behaviour and well-being. For parents of children with disabilities, the behaviour associated with a traditional ‘good mother’ identity (e.g., care-giving) appears to have more adverse health consequences than the behaviour associated with a ‘good father’ identity (e.g., breadwinning).     

Why Sociology Abandoned Communication

This paper considers the possibility that early sociological interest in the integrative role of mass communication may have been undermined (1) by the short-run study of media “campaigns,” and the declaration that such persuasive efforts have only “limited effect”; (2) by the wrangling over theories of “mass society”; and (3) by a quasi-journalistic emphasis on “media events.” In spite of the theoretical basis for reconciling these traditions, the rift over the academic locus of communications research has not been repaired.