How publics react to situational and renewing organizational responses across crises: Examining SCCT and DOR in social-mediated crises

The prevalence of social media among networked publics calls for more research regarding how organizations can conduct effective crisis communication on social networking sites. Based on the situational crisis communication theory (SCCT) and the discourse of renewal (DOR) theory, this study examined how social media publics’ sentiments were affected by situational and renewing organizational responses in various clusters of crises. Twitter data of six crises representing three crisis clusters varying in the responsibility attribution (i.e., ambiguous, accidental, and preventable) were collected. We conducted a content analysis on organizations’ official tweets during crises (N = 59) and sentiment analysis on publics’ replies on Twitter (N = 4,340). The results showed that publics’ positive sentiments toward organizations were affected by organizational crisis responses that included instructing information, sympathy, systemic organizational learning, and effective organizational rhetoric. We recommend that crisis managers express sympathy toward publics as well as organizational learning that prevents a crisis from happening again.     

Enduring image: Capturing defining moments in crises

In today's media environment, crises are magnified as media events and are rich sites for the inception of images. Particular images, like a photograph or a sound bite are found to endure as representations of defining moments of crises. This study seeks to examine the concept of an enduring image, how it is engendered and how it impacts crisis communication efforts. The study utilizes five case studies of crisis with an inherent enduring image. An enduring image constitutes a prime representation of the accused in a given crisis. These images are loaded with symbolic potential and exhibit a sense of permanence in public consciousness. Understanding the implications of an enduring image can offer insights to organizations on how to better manage one's public and media image during or after a crisis. The study is arguably the first in examining the significance and potency of enduring images in crises.     

Financial crises: a culture of complacency

Abstract

The aim of this article is to consider the role of complacency in financial crises over the last two decades, with a closer look at the ongoing subprime mortgage financial crisis. The theme of complacency and the concept of financial crisis are both explored. Financial crises are better understood by explaining their economic drivers and the fundamental role of complacency in the various transmission mechanisms involved. These drivers are then illustrated by means of recent selected financial crises including the crash of 1987, the East Asian financial crisis of 1997, the long-term capital management crisis of 1998, the dot-com crash of 2000 and the current subprime mortgage financial crisis. The article concludes that complacency has not only underlain but also played a pivotal role in the recent financial crises. Complacency increases during periods of economic stability, leading to some departure from rational investment decisions, an effect which is then compounded by herding behaviour. Further, with regard to the governance of markets, complacency is both institutional and institutionalized. Finally, adding to this culture of complacency is the irrational belief that crises are unique and therefore cannot be spotted in advance or even in their early stages. To address this culture of complacency, remedies lie in the re-education of key players and the provision of better financial information, a rethink of market governance structures and some recognition that the transmission mechanisms are both recurring and predictable.     

The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

The rapid diffusion of social media is ushering in a new era of crisis communication. To enhance our understanding of the social-mediated dialogue between organizations and their publics in crises of China, this study conducts a content analysis of 61 relevant journal articles published in 2006–2018. Results of this research present an overview of ongoing research trends such as theoretical frameworks and methodological preferences. This research also explores how the unique Chinese social media characteristics affect the dialogue between types of organizations and their publics. Contextual factors such as face and favor, relationship (Guanxi) and sentiment (Renqing), and the centralized political system that may facilitate/inhibit dialogue in crises of China are identified as well. Finally, this study suggests promising new directions such as a scholarly assessment tool for the social-mediated crisis communication research in China.     

Blogs and China correspondence: lessons about global information flows

Recent research points to the evolution of a symbiotic relationship between bloggers and the professional news media, in which blogs influence and supplement the work of journalists but do not appear to be replacing it entirely. Such relationships are developing not only on a country‐by‐country basis but also on a global scale, assisted by the phenomenon of “bridge blogs”. Will this lead to a more democratic global information order? This paper examines the China case, and the emerging relationship between blogs, bridge blogs, and foreign correspondents who cover China. It concludes that if blogs and citizen media are contributing to a more democratic global information order, it is more of a “representative” form of democracy – not a pure “many to many” global discourse that many Internet idealists had hoped.     

Industrial/environmental crises and corporate social responsibility

Industrial and environmental crises pose major threats to human survival. These crises are rooted in corporate activities, products, and production systems. For corporations to meaningfully respond to such crises, we need a more adequate conception of corporate social responsibility (CSR). This article critiques the existing conception of CSR as being anthropocentric, Western-centric, and marginal to business practice. It proposes an alternative conception of CSR anchored in ecocentric management, sustainable development, and crisis prevention and management. Using the example of Union Carbide's responses to the Bhopal crisis, it examines the consequences of the company's not accepting broad social responsibilities.     

Communicating during times of crises: An analysis of news releases from the federal government before,during, and after hurricanes Katrina and Rita

This paper examines the framing of crisis communication strategies before, during, and after Hurricanes Katrina and Rita by analyzing news releases from the Federal Emergency Management Agency, Homeland Security, and U.S. Senators and Governors from Mississippi, Louisiana, and Texas. A qualitative content analysis found that all entities analyzed did not acknowledge their parts in the crises, placed blame on others, and tried to distance themselves from the crises. State leadership also used a unifying approach where they included themselves in the hardships affected residents were experiencing.     

Scale development for measuring publics’ emotions in organizational crises

Although publics’ emotional responses have gained increasing importance in crisis communication research, reliable scales measuring crisis emotions specific to organizational crises are lacking. As the first study developing a multiple-item scale for measuring publics’ crisis emotions, this study examines the conceptualization and operationalization of attribution-independent crisis emotions versus attribution-dependent crisis emotions by employing two survey data sets (N = 490) for scale development and testing. Results indicate that three types of emotions are likely to be felt by publics when exposed to organizational crises: (1) attribution-independent (AI) crisis emotions; (2) external-attribution-dependent (EAD) crisis emotions; and (3) internal-attribution-dependent (IAD) crisis emotions. The scale's reliability, factorial structure, and validity are further assessed. The findings confirm that the underlying processes of publics’ emotions felt in crisis situations are different from those felt in non-crisis situations. Consequently, this scale provides a valid and reliable psychometric tool for researchers and crisis managers to measure publics’ different emotions that are relevant to a crisis situation, as a result of crisis attribution appraisal.     

Psychiatric crises: making the most of an emergency room visit

A hospital-based or comprehensive mental health system may attract many patients for a variety of reasons. Labeling a patient's difficulties as "true crises" or "non-crises" detracts from providing growth-producing insights for the patient and identifying useful management strategies for the therapist. The challenge is to foster the patient's emotional development and to facilitate his entry into treatment or strengthen his established treatment. Making the most out of the emergency room visit means exploring appropriate issues with the patient and discussing the content with any therapist who is involved with the patient.     

Deciphering blog users: young adults’ personalities,motivations, and perceived importance of blog features

The present study examines the cyberpsychology of blog readership as well as the digital content preferences of the Millennial generation by examining the links between college students’ personality traits, motivations to read blogs, and preferred blog features. Results indicate that personality influences motivations for reading blogs, which in turn helps predict perceived importance of blog characteristics. Notably, extraversion and neuroticism were related to reading blogs for social interaction; extraversion negatively predicted use of blogs to meet identity needs; openness was related to blog reading for entertainment purposes; and conscientiousness was positively associated with information seeking via blogs. Additionally, motivations for blog readership as explanatory mechanisms for the relationships found between personality traits and perceived importance of blog features are discussed.     

When organizational crises meet nationalism: Crisis communication of multinational corporations in the Chinese context

The purpose of this study is to explore how nationalism shapes the public perception of multinational corporations’ crises on Chinese social media. Using qualitative content analysis, this study examines 1000 public comments from the top 10 hashtag posts and explores the interaction between nationalist expression (i.e., content and sentiment of nationalism) and the public’s perception of the United Airlines crisis in 2017. The findings demonstrate how nationalist content impinged upon the interpretation of United Airlines’ misconduct. Six concrete emotions (anger, hared, amusement, pride, encouragement, and disgust) were identified from the sample comments, which were categorized into inward-directed and outward-directed nationalist sentiments. Given the findings, this study argues that nationalist expression has driven the evolution of the United Airlines crisis beyond the discussion of organizational misconduct. While inward-directed sentiment served to strengthen the Chinese public’s national identity, outward-directed sentiment was utilized to exclude multinational corporations as “out-groups.” The theoretical and practical implications are also discussed.     

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.     

Crisis collective memory making on social media: A case study of three Chinese crises on Weibo

Social media users collectively (re)construct narratives to create memories surrounding past crises. In this study, we connect the concept of collective memory with a public-oriented approach to crisis communication to examine how crisis response frames and collective memory narratives were displayed by different social actors (government, organizations, and publics) on one of China’s social media platforms, Weibo. Findings from a content analysis of 9238 unique posts on three national crises (the 2010 Yushu Earthquake, the 2015 Tianjin Explosions, and the 2018 Vaccine Scandal) reveal that Chinese publics tended to adopt social issue and blaming frames, while the government and organizations were more prone to using informing and corrective action frames. When recalling and reconstructing crisis memories, Chinese publics used more power and contestation narrative, while the government frequently adopted the nationalism narrative; with trauma being the predominant narrative displayed across the three crises and social actors. Crisis response frames of blaming, crediting, and corrective action were significantly associated with narratives of power and contestation, heroism, and nationalism, respectively. Theoretical implications for future research on crisis collective memory making on social media and suggestions for governmental crisis communication are discussed.     

The medicalization of Nonhuman Animal rights: frame contestation and the exploitation of disability

Nonhuman Animal rights activists are sometimes dismissed as ‘crazy’ or irrational by countermovements seeking to protect status quo social structures. Social movements themselves often utilize disability narratives in their claims-making as well. In this article, we argue that Nonhuman Animal exploitation and Nonhuman Animal rights activism are sometimes medicalized in frame disputes. The contestation over mental ability ultimately exploits humans with disabilities. The medicalization of Nonhuman Animal rights activism diminishes activists’ social justice claims, but the movement’s medicalization of Nonhuman Animal use unfairly otherizes its target population and treats disability identity as a pejorative. Utilizing a content analysis of major newspapers and anti-speciesist activist blogs published between 2009 and 2013, it is argued that disability has been incorporated into the tactical repertoires of the Nonhuman Animal rights movement and countermovements, becoming a site of frame contestation. The findings could have implications for a number of other social movements that also negatively utilize disability narratives.     

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.     

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.     

Revisiting the SMCC model: How Chinese public relations practitioners handle social-mediated crises

As social media are used widely by Chinese organizations, this study comprehensively examines how Chinese public relations practitioners cope with social mediated crisis and how culture interacts with social mediated crisis response. An in-depth interview was conducted to collect data from 23 Chinese public relations practitioners who had experience in dealing with crises and issues via social media. The results showed that Chinese public relations practitioners use diverse social media platforms to satisfy the publics’ needs and social media usage preferences. In addition, the results also showed the importance of matching information platform and information sources in response to social-mediated crises. Furthermore, we revealed how the uniqueness of Chinese culture moderated information platforms and information sources, such as face-saving strategies, collaborating with opinion leaders and influencers to shape the publics’ opinions, using no response, apologizing, and self-mockery, and emphasizing the importance of media relations.     

Normal life crises and insanity—mental illness contextualised

According to a 2005 survey, the people of Rosengård, a culturally heterogeneous borough of Malmö, Sweden, utilise considerably less mental health services in relation to their estimated needs than the rest of the city's population. A study based on interviews with people living or working in the area revealed several possible reasons. Most important was their perception of what constitutes mental illness. If the cause of one's disturbed mental state is viewed as a normal life crises rather than an illness, one does not seek medical treatment. The aim of this article is to illustrate how under-utilisation of mental health services by an immigrant population can be explained by their different perceptions of what constitutes mental illness. Interventions should add concerns regarding a client's socio-economic and psychosocial needs, rather than solely follow a medical model.     

Tilting at windmills: a cynical assemblage of the crises of knowledge

The essay offers one piece of a larger conjunctural analysis, in an effort to contribute to a better story of the contemporary organic crisis. It considers three elements of the complexity of the ‘crises’ of knowledge: First, it explores the increasingly felt social perception that knowledge (and the forms of authority that accompany it) has become less determined and determining, less identifiable, less effective, more troubled. It argues that one must think about these developments historically and contextually, rather than going along with the panic that has surrounded their increasing visibility in recent political events. Second, it considers some of the attacks on the university as well as some of the recent changes in the political economy and institutional forms of the academy. Finally, it argues that academics have failed to examine their own contributions to the crises of knowledge, failed to consider the ways their own cultures and practices can be located within rather than against the crises of knowledge.     

Corporate dialogue in crises of China: Examining dialogic strategies and communicative outcomes in a child abuse scandal

Although dialogue has become a key concept in the field of public relations, little research has dealt with corporate dialogic strategies and communicative outcomes in crises of a non-Western context. Applying a mixed-method approach including both quantitative survey research and qualitative content analysis, this study analyzed both corporate dialogic strategies and public reactions in a social-mediated crisis in mainland China. Results demonstrated the corporation utilized both concertative and transformative dialogic strategies as the crisis progressed. After the crisis, concerned publics perceived low trust and moderate distrust towards the organization and reported five different communicative action intentions (i.e., mobilizing, information seeking, threatening, persuasion, and partnering). Trust and distrust exerted different impacts on publics’ post-crisis communicative action intentions and distrust was a stronger driver. Theoretical and practical implications of these findings are discussed.