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.     

Public framing organizational crisis situations: Social media versus news media

This study examines framing of organizational crises by news media and the public. Due to the rapidly evolving and escalating character of crises, this study emphasizes the initial phase of a crisis, in which public social media manifestations (tweets) play a crucial role. Moreover, this study uses automated content analysis to obtain latent frames embedded in text. Through analyzing the Dutch Moerdijk crisis, this study reveals the dynamic characteristics of public crisis framing and the media framing potential to prevent crisis escalation.     

Empathy as a main ingredient of impactful crisis communication: The perspectives of crisis communication practitioners

Sixteen in-depth interviews with Belgian crisis communication practitioners were conducted to get their perspectives on the role of empathy in crisis communication. While demonstrating empathy toward crisis-affected stakeholders is considered an essential best practice, the role of empathy in responding to crises has only received limited attention in research. The aims of this study were to examine how practitioners interpret the concept of empathy in crisis communication; to what extent they value the expression of empathy in crisis responses and for what reasons; and what exactly constitutes an empathetic crisis response according to them. In addition, instances in which stakeholders may in turn experience empathy for organizations in crisis were examined. As such, the aspiration behind this study was to provide insights that can initiate further theorization and research on the role of empathy in the context of organizational crisis communication.     

Product recalls and organizational learning: ConAgra's responses to the peanut butter and pot pie crises

This study focused on ConAgra's communication strategies utilized during its peanut butter and pot pie product recalls. A content analysis revealed that ConAgra handled each recall differently, with little evidence of organizational learning. The use of strategic ambiguity during the peanut butter recall enabled ConAgra to respond more successfully to consumers than during the pot pie recall.     

The death of bin Laden: How Russian and U.S. media frame counterterrorism

This study explored how Russian and U.S. newspapers covered the death of Osama bin Laden in 2011 through the lens of framing theory. Results reflect significant disparity in how media in different countries covered the same event, suggesting that terrorism events were framed as national concerns rather than global issues, thus potentially limiting governments and the media from building a shared understanding with international audiences. The findings also indicate that more robust media relations efforts are needed to counter simplistic media counterterrorism frames. Finally, the study identified new frames for counterterrorism including secrecy and humanizing terrorists. These new frames suggest the need to expand the framing literature to provide a better understanding of how the media cover counterterrorism, which may impact the U.S. government's public diplomacy and counterterrorism efforts.     

Sports fans as crisis communicators on social media websites

Previous research has analyzed how organizations publicly respond in crisis situations. This study addresses a sports crisis, the University of Miami NCAA investigation, as an avenue for exploring how fans become surrogates for organizational crisis responses via the social media entity, Twitter. Using Coombs's (2007) strategy for reputation repair, analysis of 75 highly identified Miami fans with over 42,000 Twitter followers shows that fans were most likely to engage in (a) ingratiation, (b) reminder, (c) attack the accuser, and (d) divert attention as primary methods of coping with the scandal. New methods for reputation repair were also found within the analysis and implications for organizations, academic institutions, sports research, and crisis communication theory are articulated.     

Historical and theoretical perspectives in language policy and planning

This paper explores the evolution of language policy and planning (LPP) as an area of research from the end of World War II to the present day. Based on analysis of the LPP literature, three types of factors are identified as having been instrumental in shaping the field. These factors – macro sociopolitical, epistemological, and strategic – individually and interactively have influenced the kinds of questions asked, methodologies adopted, and goals aspired to in LPP research. Research in LPP is divided into three historical phases: (1) decolonization, structuralism, and pragmatism; (2) the failure of modernization, critical sociolinguistics, and access; and (3) the new world order, postmodernism, and linguistic human rights. The article concludes with a discussion of current research trends and areas requiring further investigation.     

Corporation-bashing in documentary film: A case study of news media coverage organizational response

This case study compares/contrasts news coverage of two crisis communication responses – corrective action and defiance/attacking-the-accuser – by examining print news coverage of McDonald's Corporation and Wal-Mart Stores, Inc. in conjunction with documentaries Super Size Me (2004) and Wal-Mart: The High Cost of Low Price (2005). Discussed are crisis communication dynamics associated with this new brand of documentary filmmaking and journalism's role in the debates.     

Disentangling social media influence in crises: Testing a four-factor model of social media influence with large data

Social media empower publics by providing a platform for their voices during crises. Digital-enabled platforms allow individuals to become influentials by sharing their insights and expertise with others. Confronted with the fast-paced and complex dynamics of crises, we lack a systematic conceptualization and a valid measure of social media influence in the crisis context. By integrating diverse perspectives on influence, we propose a new framework that theorizes different dimensions of social media influence based on publics’ communicative behaviors during crises. This integrated framework offers a refined conceptualization and measurement of social media influence in crises by incorporating the network perspective. We tested the framework with large-scale Twitter data from four crises. Results from multigroup CFA on Twitter influencers suggest that social media influence is composed of four factors: output, reactive outtake, proactive outtake, and network positioning. Each factor is associated with a distinct set of users’ behavioral indicators (e.g., retweet). Implications for crisis communication and public relations are discussed.     

Factors that influence organisational crisis perception from an internal stakeholder’s point of view

This paper starts from the premise that crisis is a perception and that one of the best ways to conquer a crisis is not to allow it to develop in the first place. By detecting or perceiving a crisis before other stakeholders do, an organisation can prevent or mitigate a crisis. Few studies have considered the question of whether organisations put the right people in the right places to be able to see a crisis coming. Within an organisation, managers are usually well placed to take decisions to initiate crisis communication, but they seem to be reluctant to do so or may not wish to see an impending crisis. Communication professionals should have a better perception of a crisis, but they rarely find themselves in a position to have a substantial impact on the management decision to communicate during a crisis. In this paper, we study crisis perception by individuals in a large governmental organisation during various stages of an unfolding crisis and compared perception scores to individual profiles based on study background, professional situation and crisis experience. This study involves a large-scale scenario-driven survey with ‘crisis perception’ as the main dependent variable. The results of this specific case indicate that an academic communication degree, a high hierarchical position in the organisation and crisis experience are positively related to an augmented perception of an impending organisational crisis.     

Johnson and Johnson phantom recall: A fall from grace or a re-visit of the ghost of the past

This paper addresses and evaluates the case of Johnson and Johnson's crisis management. In an attempt to analyze the case, the paper overviews Johnson and Johnson's Tylenol product tampering in the 1980s and its recent phantom recall of Children's Motrin. The assessment of the company's crisis management was done using the anticipatory model of crisis management (AMCM). Conclusions drawn from this assessment put Johnson and Johnson in a different spotlight than it had enjoyed during its earlier crisis management efforts. Implications for organizational crisis management efforts are also presented.     

The paracrisis: The challenges created by publicly managing crisis prevention

Social media is emerging as critical element of scanning for many crisis risks. When these crisis risks emerge online, people often confuse them with crises and that is why we have developed the term paracrisis. Para can mean “like” something. A paracrisis is like a crisis. It can “look like” a crisis and does require action from the organization. However, a paracrisis does not warrant convening the crisis team and operating in a crisis mode. This paper details the value of paracrises, how to evaluate their threat potential, and ways to respond to them and how to evaluate those responses.     

Applying anticipatory and relational perspectives to the Nigerian delta region oil crisis

This paper addresses crisis communication shortcomings of oil companies working in the Nigerian delta region. The anticipatory model of crisis communication is blended with the public relations relational perspective to demonstrate how oil companies have responded to crises in the delta region in a manner contrary to what would be consistent with these perspectives. The result has been persistent turmoil in the region and significant distrust of the organizations.     

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.     

When frames align: The interplay between PR,news media,and the public in times of crisis

This study focuses on the frame-building process of organizational-crisis situations in the interplay between the domains public relations (PR), news media, and the public. The purpose of the study is to investigate whether the crisis frames of the domains align over time. To empirically analyze frame alignment, an automated semantic-network analysis is introduced to compare implicit framing among the domains. By examining press releases, news articles, and social-media manifestations of four Dutch crisis cases, the dynamic character of crisis framing became apparent. The study documents the rise of crisis-frame alignment among PR, news media, and the public over time. After frame alignment the domains’ discourses move away from one another resulting in more variation between frames. This pattern of alignment is considered to be crisis specific as a necessity to collectively make sense of a complex crisis situation. The collective sensemaking might be crucial to solve organizational crises and to avoid uncontrollable crisis magnification.     

The crisis communication preparedness of nonprofit organizations: The case of German interest groups

A national survey of German interest groups showed that these nonprofit organizations are substantially lacking crisis preparations. Less than one third use crisis plans, crisis management teams, or crisis scenarios. In terms of web-based crisis communication, nonprofit organizations primarily relied on traditional forms of online communication for crisis response. Organizational experience with crises, the general status of the public relations function, as well as the crisis communication expertise of practitioners were positively related to the degree of crisis preparedness of these interest groups.     

Social media dialogues in a crisis: A mixed-methods approach to identifying publics on social media

Despite the promise of social media to engender dialogue, the common approach to studying social media may prioritize monologue, whereby research considers the strategies organizations use in targeting publics, particularly in a crisis. This study uses a mixed-method approach to analyze dialogue in a crisis—semantic network analysis and content analysis. Specifically, this study examines the emotional expression and crisis coping behaviors on social media during two separate terror attacks: the Paris terror attacks in 2015 and the Barcelona terror attacks in 2017. Results demonstrate how publics may be identified and understood through semantic network analysis and content analysis. This study also shows the connection between emotions and coping, expanding the crisis communication literature in public relations, and suggests the need to consider agenda-setting and resilience in crisis communication research. Finally, we discuss this study’s implications for assuming a dialogic orientation in public relations.     

How organizations framed the 2009 H1N1 pandemic via social and traditional media: Implications for U.S. health communicators

Through a quantitative content analysis, this study reveals how 13 organizations differently framed the 2009 H1N1 flu pandemic crisis via their traditional (n = 211) and social media (n = 534) responses. When framing the crisis as a disaster, a health crisis, or a general health issue organizations relied more on traditional than social media. However, they tended to use social media as much as traditional media when framing the pandemic as a general crisis. In addition, organizations relied more on traditional media to address emotions than on social media. Together, the study's findings provide applied and theoretical insights for scholars and crisis managers.     

The ACORN story: An analysis of crisis response strategies in a nonprofit organization

In 2009, two political activists published hidden-camera recordings of their visits to the offices of a national, community-based, nonprofit organization. In the videos, the activists posed as a prostitute and a pimp in order to elicit damaging information from the organization's employees. This incident was just the latest in a series of disastrous situations for the Association of Community Organizations for Reform Now (ACORN). In the year prior to the video controversy, the organization addressed allegations of voter registration fraud in the 2008 presidential election and reacted to the expose of a hidden embezzlement by a family member of ACORN's founder. This study employs the Situational Crisis Communication Theory (SCCT) to analyze how ACORN responded to this series of damaging public relations attacks. The study investigated ACORN's crisis response strategies through an analysis of media coverage about the crises.     

Making nice may not matter: The interplay of crisis type,response type and crisis issue on perceived organizational responsibility

Experimental findings suggest limited effects for corporate social responsibility (CSR) to inoculate a company prior to a crisis. CSR may be viewed as accommodative window dressing that diminishes resources to assure corporate competence. When an accident occurs, emphasis in crisis communication on corporate ability (CA) may be more effective than CSR, especially when corporate culpability is low.