Examining the role of cognitive dissonance in crisis fundraising

Fundraising scholarship has focused on the application of public relations theory to the process particularly in exploring the predictive power in applying relationship management theory to the non-profit organization–donor relationship. However, people often are impacted by catastrophic events and want to donate to relief efforts even though they may not be connected to the region. A survey of two American Red Cross chapters’ donors revealed that individuals who contributed to the December 2004 tsunami relief efforts were more likely to experience feelings of cognitive dissonance than non-donors, and their donations resulted in a consonance restoration. These results support an argument for non-profits, particularly those in crisis response, to have an active crisis communication plan in place that deals not only with responding to the event but also having a proactive plan established to publicize how to donate to relief efforts. Highlighting the consonance restoration, non-profits should also discuss the positive aspects of donating to their efforts, such as the work being done for the disaster victims.     

The press and Alitalia's 2008 crisis: Issues, tones, and frames

Given that public opinion about a company's performance during a crisis is highly influenced by the way news media cover crisis events, studies that look at news media's choice of crisis issues, tones and frames are extremely valuable. This paper presents the main findings of a study on how the Italian and international press framed the Italian national airline Alitalia and its crisis in 2008 before its privatization. This study is based on content analysis of news articles published in 2008 in two Italian and two international newspapers. Comparisons of crisis issues, tones and frames between the Italian and international press are made. Implications and recommendations for crisis managers are discussed as well as directions for further research.     

Innovations in the measurement of life stress: crisis theory and the significance of event resolution.

Further progress in understanding the significance of stress for psychological well-being requires improved strategies for controlling both inter- and intra-event variability across subjects studied. This paper reports on an innovation in stress measurement suggested by a proposition drawn from crisis theory that recognizes life events as representing opportunities as well as hazards. The crucial contingency is hypothesized to be the outcome of the event with respect to the extent of its resolution in emotional and practical terms. This paper examines the possibility that life events that have been resolved successfully may not contribute to individual stress. Data was gathered from community samples of physically limited individuals and of non-limited comparison subjects. Results from separate analyses of these data generally support this hypothesis.     

A Use of Social Exchange Theory in Family Crisis Intervention*

This paper explores the practical application of social exchange theory in conceptualizing a working hypothesis in family crisis intervention. It is hypothesized that the range of exchange content in a family crisis situation is proportional to the frequency of negative communication. The contention is made that offering specific behavioral exchange equivalents to family members based on need-response patterns allows for resolution of the family conflict. A case example illustrates support for the hypothesis and implications for future empirical research in family crisis studies are noted.     

Life Events and Delinquency: An Assessment of Event‐Based Stressors and Gender Differences among Adolescents in Mainland China

Studies that test general strain theory in China have primarily focused on poor treatments by others, and few have assessed the influences of stressor events other than negative treatments as antecedents of delinquency. This study assesses both cumulative and relative effects of multiple stressor events including parent marital instability, family financial disruption, health crisis, and romantic dissolution as antecedents of delinquency in mainland China and how these effects may vary by adolescent gender. Data drawn from over 500 middle‐school students from an urban city in China yielded significant observations: Stressful events are related to delinquency after controlling for poor treatments and other common correlates, and event effects are observed both as a composite index and by specific domains. Furthermore, significant gender differences are noted: For boys, delinquency is associated with family financial disruption, parent marital instability, and romantic dissolution. For girls, romantic dissolution and health crisis are associated with delinquency. These results along with others are addressed in light of general strain theory and gender disparity in the sociocultural context of mainland China.     

Crisis communication within a community: Bonding,coping, and making sense together

Crisis communication has been researched extensively from managerial and functionalist approaches, and little empirical research exists exploring the role of a community in helping community members cope with crises. Situated in this major gap, the current investigation adopts a community-centered approach that combines insights from chaos theory, uncertainty reduction theory, and sensemaking theory. This study used a mixed method design to examine the role of a campus community in dealing with a variety of campus crises. The qualitative study gave an in-depth understanding of how a crisis is perceived and the underlying process of how a community helps to make sense of a crisis. The quantitative study tested and further illustrated this process through path analysis. The major contributions of this study to the current crisis communication literature are twofold: (1) a crisis-induced community building model that demonstrates a community’s role in helping community members self-organize, collectively make sense of a crisis, and reproduce community experiences; and (2) instruments to measure a crisis and community functionalities. Theoretical implications of this study on chaos theory, uncertainty reduction theory, and sensemaking theory are 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.     

An Empirical Test of Crisis,Social Selection,and Role Explanations of the Relationship Between Marital Disruption and Psychological Distress: A Pooled Time‐Series Analysis of Four‐Wave Panel Data

Although a higher level of psychological distress has been found in many studies of divorced compared with married individuals, explanations for this difference remain elusive. Three basic theoretical explanations have been proposed. Social role theory maintains that the role of being divorced is inherently more stressful than that of being married; crisis theory attributes the higher stress to role transitions and transient stressors of the disruption process, and social selection theory claims that the higher stress levels among the divorced result from the selection of people with poor mental health into divorce. Some empirical support is available for each of these approaches, but all three have not been tested simultaneously in a longitudinal study. This research empirically evaluates the efficacy of these theories in a pooled time‐series analysis of a four‐wave panel of married persons followed over 12 years. The pooled‐time series random effects model was used to estimate the effects of social roles, crisis, and social selection. The results provide evidence that the higher stress levels of the divorced primarily reflect the effect of social role with selection and crisis effects making small contributions only.     

Pragmatic optimism,crisis leadership,and contingency theory: A view from the C-suite

In the last three decades, the theory of strategic conflict management has been developed so that it is a strong framework for considering the factors that influence an organization’s response to crises and identifying the importance for dynamic and flexible approaches to crisis decision-making and communication. While leadership is considered one of the critical internal contingency factors but individual characteristics of key decision-makers, like the CEO, are also one of the most understudied ones. At the same time, the concept of optimism has long been explored as a factor influencing performance and positive outcomes in many arenas, but with scant evidence in the application to senior-level leadership or crisis contexts. In fact, in the crisis literature where optimism and pessimism is addressed, it largely argues that crisis leaders should adopt a pessimistic mindset. For this study senior-leaders in multinational companies responsible for managing employees in an average of 70 countries each and with extensive crisis leadership experience reflect on their own experiences during crises. Findings indicate that optimism is a critical trait in successful crisis leadership connecting to positive outcomes for the teams and organizations. These data also provide critical insights that develop a stronger understanding of contingency planning in crisis management because we have identified a trait that amongst an elite group of managers with extensive crisis experience was consistently attributed to their own success as crisis leaders.     

Explicating crisis coping in crisis communication

This study explores coping, a core construct in the cognitive appraisal theory of crisis communication, from the public's perspective. The study proposed and tested the hierarchical framework of publics’ crisis coping that examined the relationship among four types of publics’ crisis coping strategies (i.e., relational thinking, emotional venting, instrumental support, and action). For this purpose, a survey was conducted among 168 individuals from a randomly sampled general public population. The proposed model of crisis coping illustrates tenable data-model fits. Key findings of this study include direct effects of rational thinking on action as well as indirect effects of emotional venting on action through instrumental support. The results shed light on the essential coping facilitator role organizations could play in terms of providing publics with instrumental support in times of crisis and facilitate more constructive public responses in the organizational crisis-handling process.     

Understanding Reputational Crisis: Definition,Properties, and Consequences

To better understand the nature of reputational crisis, this study examined two crisis events using the corporate ability (CA) and corporate social responsibility (CSR) crisis categorization frameworks. This scenario-based experimental study validates the usefulness of the CA–CSR crisis categorization by demonstrating that not only do people actually discern differences between these two types of crises, but their awareness of a crisis type also influences their interpretation of the crisis, as well as their perceptions of and attitudes toward the target firm. In particular, this study shows that a CSR crisis, versus a CA crisis, is interpreted more seriously and, consequently, causes heavier damage to the evaluation of the firm. In addition, the halo effect of a favorable prior reputation was found in the CA crisis condition, but not in the CSR condition. Based on these findings, this study suggests that the recognition of CA and CSR crises provides a boundary condition, which determines divergent effects of crises on perceivers' evaluation of the target firm.     

How publics use social media to respond to blame games in crisis communication: The Love Parade tragedy in Duisburg 2010

Crisis communication scholarship has been criticized for its “managerial bias” and for its tendency to marginalize the perspective of publics and audiences. However, the understanding of how publics cope with and interpret crises is crucial for developing the body of knowledge in crisis communication, from both critical and managerial/functionalist perspectives. This case study of the Love Parade crisis in Germany 2010 aimed at exploring how publics perceived the crisis response of the festival organizers and how they used social media to communicate about it shortly after the outbreak of the crisis. A content analysis of 1847 postings at two relevant message boards produced support for the assumption that attributions of cause and responsibility are important predictors of publics’ evaluations of organizations in crisis situations. Findings also revealed that stakeholders actively engage in such attributional inferences spontaneously without being prompted by researchers. The analysis of responsibility perceptions as well as evaluative judgments over time supported the situational crisis communication theory. Blaming others and denying responsibility in the context of a crisis that was perceived as human error accident triggered negative reputational outcomes for the organizations involved in the Love Parade.     

Narrative persuasion,identification, attitudes,and trustworthiness in crisis communication

The purpose of this study is to test the effects of narratives in crisis communication. This research assesses how organizations benefit from using stories in their media responses, relative to sharing nonnarrative information. The theory of crisis response narratives (Heath, 2004) holds that ethical narratives are effective because they enhance trustworthiness, attitudes toward the spokesperson, and identification with the spokesperson. Normative crisis communication theory exhorts disclosing truthful information rather than spinning. In an online experiment, participants (N = 365) watched a news interview in which a scandalized company’s spokesperson responded to a journalist’s questions with (a) ethical narratives, (b) unethical (spin) narratives, or (c) nonnarrative information. Multiple mediator modeling assessed identification with the spokesperson, attitudes toward the spokesperson, and perceived trustworthiness of the spokesperson. Results indicate ethical narratives are more effective than unethical narratives. However, nonnarrative information most effectively enhances trustworthiness and bolsters identification.     

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.     

Risk,interest groups and the definition of crisis: the case of volcanic ash

This paper considers a key aspect of the ‘risk society’ thesis: the belief that we should be able to manage risks and control the world around us. In particular it focuses on the interface between risk and risk events as socially constructed and the insights that ‘critical situations’ give us into ‘the routine and mundane’, the otherwise taken for granted assumptions underlying risk regulation. It does this with reference to the events precipitated by the April 2010 volcanic eruption in the Eyjafjallajökull area of Iceland. The resulting cloud of volcanic ash spread across Europe and much of Europe's airspace was closed to civil aviation for six days, with far reaching consequences including huge financial losses for airlines. The social processes of defining and reacting to risk and crisis both reveal and generate dilemmas and challenges in regulation. This paper examines the role of different interest groups in defining risk expectations and thereby redefining the ash crisis as a regulatory crisis.     

Social media crisis communication: Enhancing a discourse of renewal through dialogic content

This qualitative study investigates through a case study how dialogic content, which is shared on social media, facilitates stakeholder support and builds relationships to advance a discourse of renewal. Prior research on crisis communication in social media thoroughly investigated crisis response theories relating to reputation management and image restoration. To date, however, a paucity of research has considered how content could facilitate stakeholder support and relationships in crisis communication.The findings show that when an organization commits to transparent, interactive dialogue during a social media crisis on a social media platform, stakeholders are pulled to authentic content because they are interested and actively seeking for relevant information. Dialogic content may also boost stakeholder support and encourage relationship building to help move the organization forward after the crisis with dialogic communication. The insights gained from this study create value for wider audiences in terms of how dialogic content can be used for social media crisis communication, to move beyond reputation and image repair to become meaningful to stakeholders.     

Determinants of consistent,timely, and active responses in corporate crises

This paper investigates the individual and combined factors affecting the extent to which corporations respond to crisis events consistently, in a timely manner, and actively. The determinants examined include public relations autonomy, legal dominance, strategic orientation, and organizational factors. A survey was conducted of communications mangers, public affairs personnel, and public relations personnel, drawn from the top 500 companies operating in Taiwan. Results indicate that the relative effect of individual sources of influence on crisis response is greatest for situations in which public relations departments have the most autonomy, followed by those where crisis management is handled with a strategic orientation, those where the legal departments dominate, and those where organizational factors provide the main avenue of address. The results emphasize the intriguing role of public relations autonomy by demonstrating its significant impact on providing a consistent, timely, and active crisis response. The strategic orientation of situation analysis also predicts a consistent response, whereas legal dominance predicts strategic ambiguity or inconsistent communication.     

Workplace bullying, emotions, and outcomes

This study examines emotional experiences as potential mediators between exposure to workplace bullying and job satisfaction, organizational commitment, and intention to leave the organization, respectively. A total of 5,520 respondents participated in the study. Drawing upon affective events theory (AET), the results show that emotions partly mediate these relationships and, hence, support the notion that emotions play a central part in the relationship between bullying and essential occupational outcomes.     

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.