The syllogism of apologia: Rhetorical stasis theory and crisis communication

Rhetorical stasis theory – the process of identifying a debate's core issue – can provide a hierarchical structure for crisis response strategies. The accusation in a crisis situation – the kategoria – has a syllogistic form, allowing crisis managers to decide whether to attack an accusation at its minor premise level, major premise level or conclusion. This article connects current crisis communication options to those three staseis.     

From liftoff to landing: NASA's crisis communications and resulting media coverage following the Challenger and Columbia tragedies

NASA's public relations effort following the explosion of the Challenger in 1986 is considered an example of crisis communications failure. After the Columbia disaster in 2003, NASA was praised for its successful handling of the crisis. This paper identifies how four newspapers presented NASA's crisis communication efforts following the two crises, utilizing widely accepted crisis communication concepts associated with stakeholder theory. Results showed that the print media reported that NASA followed specific communicative practices and accorded NASA more positive coverage following the Columbia disaster than the Challenger disaster.     

Ideals and realities: Renaissance state communication in Machiavelli's The Prince and More's Utopia

Communication plays very different parts in two of the most influential political works of the last 500 years, The Prince by Niccolo Machiavelli (1469–1527) and Utopia by Sir Thomas More (1478–1535). The contrasts between More's carefully controlled and Machiavelli's unconstrained political communication shed light on the communication issues and practices of their times, some of which may still figure in relations between state and citizen.     

How public relations functions as news sources in China

This study re-conceptualizes the interaction between public relations (PR) practitioners and journalists in news construction. Proposing a new conceptual framework of “news-source involvement,” this study applies two dimensions – “involvement width” and “involvement density” – when examining how information and/or stories generated by PR people affect news coverage. Empirically, this study identifies seven types of news sources derived from a systematic content analysis of 1600 stories in four selected Chinese newspapers from 2001 to 2010 – 10-year period. The major findings include: (1) information subsidy has become a popular phenomenon in China; (2) over the past decade, the Chinese government has been slowly but surely becoming more tolerant of public's expression of their opinions relating to social and political issues. Though the government remains as the dominating “news source” for newspapers, other non-mainstream news sources (e.g. grass-root civilian) have emerged. Growing from the used-to-be “silent mass,” they have become the “subordinate majority” nowadays, having strong influence in certain coverage; and (3) PR people as one of the major news sources, interact with media in a selective manner; and such interaction takes places largely on tactical level.     

News and corporate reputation: Empirical findings from the Netherlands

This article examines the influence of business news on corporate reputation. A panel survey was used to measure the reputations of six companies and two professional sectors. Media coverage was analyzed by focusing on the tone of two different types of news. News about the successes of the companies – such as higher profits – improved their reputations. In addition, some companies’ reputation improved the more they were criticized by their competitors in the news. It is argued on basis of these empirical findings that the reputation of the party attacking a company in the news is crucial in determining its influence on the reputation of the besieged company.     

Framing the Sino–US–Thai relations in the post-global economic crisis

Based on the frame analysis, this study conducted a content analysis of Thailand's two English-language newspapers, Bangkok Post and the Nation, to examine the relationships among the world's two largest economies, the United States of America and the People's Republic of China, and the emerging economy of Thailand in the wake of the subprime housing loan crisis. The study has established five generic news frames: economic consequence, human interest, morality, conflict and cooperation. It was found that such cultural values as individualism – collectivism, materialism – spiritualism and conflict – harmony have influenced the frame-building process. As a consequence of the subprime crisis, the US was portrayed as the old power waning in hegemony while China an emerging power with a fast growing economy. The Thai press played up a sound Sino–US relationship based on cooperation rather than conflict which would shape the 21st century. Thailand, where the Asian financial crisis broke out in 1997, offered morality or ethics as a remedy frame for the global economic crisis.     

Breaking bad news with CONSOLE: Toward a framework integrating medical protocols with crisis communication

This paper develops the CONSOLE (Coherence, Orientation, Nuance, Support, Ongoing, Leadership, Emotions) framework to guide practitioners on how to break bad news effectively to stakeholders during crises. Arguably the first study integrating well-established medical protocols such as SPIKES (Baile et al., 2000) and COMFORT (Villagran et al., 2010) with crisis communication literature, the CONSOLE framework is applied on four aviation crises to examine the manner in which organizations communicate bad news on social media platforms, which are increasingly used to communicate with stakeholders (Siah, Bansal & Pang, 2010). Data was obtained during the height of the crises (Vasterman, 2005) from official Twitter and Facebook pages of Malaysia Airlines, AirAsia and Asiana Airlines. Findings showed that the airlines’ communication of bad news to stakeholders suffer from emotional deficit. Practitioners can use the CONSOLE framework to break bad news in a holistic and empathetic manner during crises.     

Framing effect on the public's response to crisis: Human interest frame and crisis type influencing responsibility and blame

This study investigated the effects of a human interest frame and types of crisis in news coverage of a corporate crisis on people's responses to the crisis. To examine the effects, this study used 2 (human interest frame versus non-human interest frame) × 2 (an accident versus a transgression) mixed factorial design. The results indicate that the human interest frame influenced participants’ emotional response to the crisis and the emotional response influenced by the human interest frame was a significant predictor of blame and responsibility in a transgression crisis.     

Remembering disaster: Since the media do,so must public relations

Only recently has research begun concerning the longer-term aftermath of organizational crisis. This essay presents the genre of disaster rhetoric as a viable strategy to address the problems and opportunities that arise when the media write about crisis anniversaries or news stories that refer to any crisis or disaster, past or present. After a brief review of genre theory, the authors outline the seven functions of the “rhetoric of disaster” and provide multiple examples of their application to public relations activity and its news coverage. The essay concludes with questions that practitioners may use proactively in the development of copy points to address each of the rhetoric of disaster's functions.     

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.     

The representation of North Korean national image in national newspapers in the United States

This study examines how two major U.S. newspapers (The New York Times and The Washington Post) represented North Korea's national image during the two-year period (from 2001 to 2002). According to the findings, The New York Times and Washington Post showed a similar trend in their portrayal of North Korea. An anti-North Korea frame dominated the news coverage of North Korea in both newspapers. Furthermore, this study reveals that most news articles related to North Korea were classified into negative images instead of positive images.     

Strategic risk communication: Adding value to society

The purpose of this paper is to provide a concise summary of the evolvement and the current state of risk communication research and draw insights from a decade of risk communication studies [Heath, R. L., & Abel, D. D. (1996). Proactive response to citizen risk concerns: Increasing citizens’ knowledge of emergency response practices. Journal of Public Relations Research, 8(3), 151–171; Heath, R. L., & Palenchar, M. (2000). Community relations and risk communication: A longitudinal study of the impact of emergency response messages. Journal of Public Relations Research, 12(2), 131–162; Palenchar, M. J., & Heath, R. L. (2002). Another part of the risk communication model: Analysis of communication processes and message content. Journal of Public Relations Research, 14(2), 127–158; Palenchar, M. J., & Heath, R. L. (2003a). Protracted strategic risk communication: A longitudinal analysis of community's zones of meaning. Paper presented at the conference of the Association for Education in Journalism and Mass Communication, Kansas City, MO; Palenchar, M. J., & Heath, R. L. (2003b). Strategic risk communication: A longitudinal analysis of a community's emergency response awareness and practices. Paper presented at the conference of the National Communication Association, Miami, FL; Palenchar, M. J., & Heath, R. L. (2006). Strategic risk communication campaigns: Some insights from the culmination of a decade of research. Paper presented at the conference of the International Communication Association, Dresden, Germany; Palenchar, M. J., Heath, R. L., & Dunn, E. (2005). Terrorism and industrial chemical production: A new era of risk communication. Communication Research Reports, 22(1), 59–67]. A meta-analysis of the authors’ research based on qualitative and quantitative research methodologies, including professionally conducted telephone interviews, focus groups, in-depth interviews and ethnography, suggests that strategic risk communication based on the concept that ideas and meaning count, transparency, building trust through community outreach and collaborative decision making, acknowledging uncertainty, and narrative enactment are fundamental communication guidelines for good organizations communicating well; keys for risk communication if it is to add value to society.     

Post-crisis communication and renewal: Expanding the parameters of post-crisis discourse

Crisis communication is growing as a field of study due in part to the frequency and high profile nature of recent crises such as 9/11, Anthrax and bioterrorism in the mail supply, the Tsunami in the Southeast Asia, and Hurricanes Katrina and Rita. In each of these crises, the role of communication has been highlighted. Communication is particularly challenging during crises because an immediate response is necessary, because of the looming threat, and because these situations are inherently uncertain. Much of the present literature suggests that managing image during a crisis is critical to an effective response [Benoit, W. L. (1995). Accounts, excuses and apologies. Albany, NY: State University of New York Press; Coombs, W. T. (1999). Ongoing crisis communication: Planning, managing, and responding. Thousand Oaks, CA: Sage; Hearit, K. M. (1995). “Mistakes were made”: Organizations, apologia and crises of social legitimacy. Communication Studies, 46, 1–17]. Although image is important and embedded within the threat, uncertainty, and chaos of crisis so too is the opportunity for growth and renewal. In this case, depending upon the crisis, either issues of image restoration or renewal may emerge as more of a central theme in the post-crisis discourse. This paper argues that renewal, along with image restoration, is an important genre of post-crisis discourse. As a result, efforts to understand post-crisis communication should be expanded to include both image restoration and the discourse of renewal.     

Discourses on rurality in post-socialist news media: The case of Lithuania's leading daily “Lietuvos Rytas” (1991–2004)

The Soviet regime defined rurality as a collective-farm or kolkhoz-based society. Since the late 1980s such a state-imposed definition of rurality was rapidly unraveling under the tensions and conflicts produced by perestroika and post-socialist reforms. In the new politics of the rural, the role that the news media was playing in shaping public opinion on rural matters was of growing importance. The paper analyzes 3827 articles on rural issues published during the post-independence period (1991–2004) in the leading Lithuanian daily “Lietuvos Rytas” (LR). Two types of discourses in rural coverage are discerned. During the 1990s rural coverage in LR was reflective of conflicts and tensions between relatively prosperous urban classes which benefited from post-socialist reforms and pauperized rural population. Rurality was increasingly associated with the failure of “the moral modernization” of the rural population. Rural population was stigmatized as deficient in values and character, remaining in the grips of the Soviet mentality and state dependency and, therefore, unable to take advantage of opportunities created by the reforms. Since the early 2000s when economic situation in the country improved significantly and Lithuania started negotiations on European Union membership, rurality in LR coverage was gradually re-defined in EU terms as a socio-spacial entity shaped by regional, national, and local policies promoting multifunctionality of rural areas, well-being of rural communities, and active citizenship. Factors that influenced changes in rural discourses are analyzed. Impacts of changing discourses on rural identities, rural politics and policies are discussed.     

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.     

Restoring reputations in times of crisis: An experimental study of the Situational Crisis Communication Theory and the moderating effects of locus of control

This study attempts to provide empirical evidence for Coombs’ (2007) Situational Crisis Communication Theory (SCCT), which provides guidelines for matching crisis response strategies to crisis types to best restore organizational reputations in times of crisis. The impact of crisis type and crisis response strategies on perceptions of corporate reputation is measured for 316 consumers participating in a 3 (crisis type: victim crisis, accidental crisis, preventable crisis) × 3 (crisis response: deny strategy, diminish strategy, rebuild strategy) between-subjects experimental design. The results show that preventable crises have the most negative effects on organizational reputation and that the rebuild strategy leads to the most positive reputational restoration. Moreover, the more severe people judge a crisis to be, the more negative are their perceptions of the organization's reputation. The interaction effect between crisis type and crisis response strategies on corporate reputation is not significant. However, a person's locus of control has a moderating impact on the relationship between crisis response strategy and organizational reputation. Specifically, the results show that people with an external locus of control prefer the use of deny strategies more than people with an internal locus of control.     

Colleges’ and universities’ use of Twitter: A content analysis

This study explored how colleges and universities are employing Twitter, a popular micro-blogging tool. Using Kent and Taylor's principles of dialogic communication, a content analysis was performed on individual tweets (n = 1130) from 113 colleges and universities. Tweets were coded for whether or not they met each principle of dialogical communication and why. It was found that institutions are not employing Twitter in a dialogic way and they are, instead, employing it primarily as an institutional news feed to a general audience. The implications of this finding are discussed.     

How financial crisis history informs ethical corporate communication: Insights from corporate communication leaders

This study explored how financial crisis history can inform corporate crisis communication practice across industries and over time. Thirty-eight interviews with chief communications officers (CCOs) and their counselors were conducted to explore what lasting lessons these corporate communication leaders learned from their crisis communication practice during the 2008 Financial Crisis. Key lessons learned include: 1) the importance for corporations to tailor their financial communication strategies according to victim vs. perpetrator perception and ethical response expectations held by stakeholders; 2) the importance of stakeholders, and employees in particular, when creating and implementing the plan; 3) the balance between speed and legal concerns, as well as the need for reducing complexity by making sure stakeholder communications are delivered with clarity and accessibility; and 4) a recipe for success includes honesty, transparency, trust/integrity, taking action to reform questionable practices, and abiding by one’s own personal morals. Insights from this study shed light on how learning contributes to ethical corporate communication practice in times of crisis and crisis spillover.     

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.