Toward a Publics-Driven,Emotion-Based Conceptualization in Crisis Communication: Unearthing Dominant Emotions in Multi-Staged Testing of the Integrated Crisis Mapping (ICM) Model

To better understand not only the minds, but also the hearts of key publics, we have developed a more systemic approach to understand the responses of audiences in crisis situations. The Integrated Crisis Mapping (ICM) model is based on a publics-based, emotion-driven perspective where the publics' responses to different crises are mapped on 2 continua, the organization's engagement in the crisis and primary publics' coping strategy. This multistage testing found evidence that anxiety was the default emotion that publics felt in crises. The subsequent emotions felt by the publics varied in different quadrants involving different crisis types. As far as coping strategies were concerned, conative coping was more evident than cognitive coping across the 4 quadrants. Evidence also suggested strong merit that conative coping was the external manifestation of the internal cognitive processing that had taken place. Cognitive coping was thus the antecedent of conative coping. Although both the publics and the organizations agreed that the crises were relevant to the organizations' goals, they differed on who should assume more responsibility. The findings, although still very much exploratory, suggest theoretical rigor in the model, with room for further refinements to generate what Yin (2003 Yin , R. K. ( 2003 ). Case study research (3rd ed.) . Thousand Oaks , CA : Sage .  [Google Scholar]) termed “analytic generalization” (p. 33) for the ICM model.     

Public nudity on cell phones: Managing conflict in crisis situations

Analyzing news coverage to recount a fast-moving, dramatic marketing PR incident that occurred in South Korea, the contingency theory of conflict management and crisis management strategies are integrated to examine how crisis is communicated and managed in a very short period of time. Several types of strategies were utilized by contending parties through the various stages of the crisis life cycle. We found evidence for a new contingent variable that should be added in the matrix of contingent factors--the importance of Internet community and Netizens as organized and influential public. Netizens played an important role throughout the crisis period in changing the organization's stance from advocacy to accommodation.     

Receptivity to Change in a General Medical Practice

In this paper, Pettigrew, Ferlie and McKee's concepts of receptive and non receptive contexts for change are examined using data from an evaluation study of a general medical practice implementing a Personal Medical Services Pilot between 1998 and 2001. Four questions concerning the applicability, associatedness, temporality and dynamism of the eight factors Pettigrew et al. identified as constitutive of receptivity are used in the analysis, which extends the original model through an operationalization yielding 21 ‘focal questions’. Although the process of change at the fieldwork site was stalled, the receptivity model is shown to have been a useful tool in identifying the factors blocking change. The analysis shows that when the eight factors are conceptualized in terms of the strength, direction and continuity of their influence, the receptivity metaphor provides a distinctive tool for the analysis of change. The paper concludes that further refinement of the model could provide a basis for the derivation of change management typologies.     

Styling the worker: Gender and the commodification of language in the globalized service economy

This paper discusses some sociolinguistic characteristics of the speech style prescribed to workers for interacting with customers in service contexts, focusing in particular on the linguistic and vocal 'styling' prescribed for operators in telephone call centres in the U.K. Attention is drawn to the similarities between the preferred style of speech and what is popularly thought of as 'women's language'. The intensive regulation of service workers' speech and the valorization of 'feminine' communication styles are analysed in relation to changes occurring as a consequence of economic globalization.     

The bias of the mle of box's degrees of freedom correction factor for correlation in anova

Approximate expressions for the mean and variance of the MLE of Box's 2-way ANOVA degrees of freedom factor are given for the case when the usual F test for column effects is appropriate even though there is correlation across columns. A simulation study is performed showing the approximations are good for a variety of numbers of rows and columns. The results confirm that the estimated degrees of freedom factor is badly biased when no factor at all should be used.     

Power to the people—health PR people that is!

Inspired by the seminal typology of power first suggested by French and Raven, this study identified five types of power (Expert, Information Reward, Information Coercive, Advertising Coercive, and Influence Powers) that health public relations practitioners believed they have in media relations. This study also examined the effect of four variables, such as personal closeness with reporters, openness towards the media, perceived media job performance, and perceived expertise in the health field, on these five types of perceived power. The results suggested that public relations practitioners who highly evaluate themselves as an expert in health and as a competent media communicator, and who are personally close with reporters have greater Expert Power in media relations. Also, when practitioners are personally close to reporters, they are more likely to use Information Reward Power.     

Controlling and evaluation

Mr. Newton analyses the personnel strategy of Shell U.K. and describes how it is related to the corporate planning system. He then explains the measures which are taken to plan, control, and research the use of personnel. He deals in detail with the development of a computer based information system, attempts to determine the cost effectiveness of manpower, and the use of the Behavioural Sciences in a positive effort to shape personnel relations in the company. Finally, he mentions a number of changes which are likely to influence personnel strategy in the future.     

RAISING THE STAKES IN THE ULTIMATUM GAME: EXPERIMENTAL EVIDENCE FROM INDONESIA

The ultimatum game has generated considerable interest because experimental evidence strongly rejects the standard game-theoretic predictions. A limitation to this general result is the possibility that experimental results are an artifact of small stakes. Implementing the ultimatum game in Indonesia makes it possible to raise the stakes to three times the monthly expenditure of the average participant. Even with these sizable incentives, results do not uniformly approach the sub-game perfect, selfish outcomes. More specifically, responders become more willing to accept a given percentage offer at higher stakes, but proposer behavior is largely invariant to stake changes. ( JEL C91, C78)