The role of emotions in crisis responses: Inaugural test of the integrated crisis mapping (ICM) model (original) (raw)
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Journal of Public Relations Research, 2012
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) termed ''analytic generalization'' (p. 33) for the ICM model.
This experiment revealed that emotional news frames (anger-inducing vs. sadness-inducing) affect people's emotional response to a corporate crisis such as a cell phone battery explosion accident. The distinct emotions induced by different news frames influenced individuals' information processing (i.e., heuristic vs. systematic processing) and the evaluation of the company differently. Participants exposed to anger-inducing crisis news read the news less closely and had more negative attitudes toward the company than those exposed to sadness-inducing news. Also, emotional frames affected how individuals perceived the different types of corporate responses (relief-focused message vs. punishment-focused message; emotional appeal vs. no emotional appeal). The advantage of emotional appeals was found contingent on how the crisis was previously framed by the media. Findings demonstrate a potential for developing effective corporate response strategies in a given crisis situation, considering the type of crisis, how it has been framed by the media, the publics' emotional responses, and the use of emotional appeals.
Contingency Theory and Public Emotions in Crisis Communication –A Conceptual Study
Journal of Education Culture and Society
Aim. Problems are inevitable in the subtleties of organizational communication, but it does not mean confronting them is uncontrollable. This paper aims to offer a conceptual structure for investigating contingency theory in Public Relations (PR) during an organizational crisis. The research investigates PR practitioners’ use of advocacy and accommodation in contingency theory to intervene in crisis communication. It also offers insights into the public’s emotional response and coping mechanisms during a crisis, as well as how understanding these emotions (such as anger, anxiety, fear, and grief, among others) could aid PR professionals in developing more effective crisis communication methods. Method. Empirical research was conducted on the basis of literature reviews by observing and analyzing the existing literature on contingency theory, crisis communication in organizations, and public emotions. Results. This conceptual paper proposes and empirically tests a few propositions. T...
A quantitative review of crisis communication research in public relations from 1991 to 2009
Public Relations Review, 2010
This study quantitatively examines 18 years (1991)(1992)(1993)(1994)(1995)(1996)(1997)(1998)(1999)(2000)(2001)(2002)(2003)(2004)(2005)(2006)(2007)(2008)(2009)) of data, 66 published articles, from the crisis communication domain in public relations using Coombs' situational crisis communication theory and Benoit's image restoration theory as the theoretical foundation for analysis. Overall recommendations indicate crisis communication research in public relations may be enriched both theoretically and pragmatically through more diverse contextual and methodological applications and could be less descriptive and more prescriptive through richer scholarly commentary and criticism in support for the models.
2011
Arguably the first study that has tested the ICM model cross-culturally, this study addresses the call by Asian scholars (see Wang & Kuo, 2010) to test the relevance of and indigenise Western models to Eastern contexts. Essentially, this study seeks to examine how the American-centric Integrated Crisis Mapping (ICM) Model, an emotion-driven crisis model, can be applied to the Asian culture, in which four crisis cases from Singapore, a microcosm of Asian cultures, are studied. Findings showed conceptual rigor of the ICM model. However, differences in emotional responses between stakeholders in the West and Asia demonstrated that displays of emotions and cognition tend to be influenced by culture. While crisis strategies (see Benoit & Pang, 2008) are useful, practitioners should increasingly integrate emotions and culture in crisis responses.
The present study is a content analysis of crisis news frames found in 2006 crisis news coverage. A total of 247 news stories were analyzed to examine which of five news frames (attribution of responsibility, human interest, conflict, morality, and economic) and level of responsibility (individual and organizational level) were used by the media according to crisis type. While the attribution of responsibility frame was the most predominantly used in crisis news coverage, the use of each of the five frames depended on crisis type. The use of level of responsibility also varied by crisis type and was related to the five frames; individual level of responsibility was used more with morality, human interest, and attribution of responsibility frames. Implications and suggestions based on the results were discussed.
Frames of Public Reactions in Crisis
Journal of Contingencies and Crisis Management, 2015
The aim of this study was to identify and analyze the ways in which images and reactions of the public are described and framed in media articles and reports. Reporting from six major events affecting the Swedish public was studied using a thematic method of analysis.The results show three dynamic interrelated processes at work simultaneously in framing the public: identification, characterization and evaluation.A significant contribution of this study is the emphasis on how this often subtle and implicit framing influences the portrayal of human reactions, thus possibly influencing the expectations and evaluations of both the public in general and crisis managers in particular.
The Role of Organization-public Relationships in Crisis Communication
i I dedicate this work to my parents, Joe and Stavroula Akinyode and sister, Sophia Osawe-Akinyode who contributed immensely to my pursuit of a Masters degree. I would have not been able to reach this far without the support of Maria Berger-Liehm and Peter Liehm and Michaela Berger; thank you. I also extend my gratitude to all the guidance provided by the staff in the Institute of Media and Communication at the Technical University of Ilmenau especially towards the completion of this thesis. Particularly, I would like to acknowledge the most often than not brief, but precise pieces of advice given to me by Professor Martin Löffelholz over the course of my two year study. I hope this work expresses my appreciation for the opportunity to study at the institute. I thank Dr. Andreas Schwarz for his patience and support but most importantly his encouragement during the period of writing this thesis. I also would have never made it this far if not for the help of my good friend Akhil Agrawal who was there when times were rough. In direct support for this research I would like to extend my appreciation to Michaela Berger for the wonderful work in the translation of the survey from English to German; this went a long way to secure the success of the field work. I also express my humble gratitude for her unconditional friendship that ensured the mental support that was crucial for making my stay in Germany a pleasurable one. Also I appreciate Dr. Akinola Akinyemi for his input during our discussions about the scientific method as it applies to the social sciences. Thanks to all those anonymous students who partook in the experiment/survey. Finally, the University Regensburg library for the vast number of material needed for this thesis. ii Two themes run recurrently throughout this thesis that details a theoretical reconstruction of organization-public relationships within crisis situations and its operationalization in current crisis communication research. Implications from the empirical investigation show support for a strategic view of public relations as a proactive management function whose main objective is to balance overall organizational missions with the dynamics that are prevalent in business environments by building and protecting its intangible resource base. The research isolates crises as peak points stemming from the inevitable conflicts of interests during the ongoing relationships that link the organization to its stakeholders. Crisis management is placed as a reactive sub-functionality of an inherently proactive public relation (PR) framework. A between-subject randomized web-based experimental design provides evidence that the primary unit of analysis in PR research-relationships-might be the more important than previously conceived when strategically responding to the threats posed by crises. A student sample (n=290) was exposed to a simulation of a past Deutsche Bahn (DB) crisis trough an article describing a preventable yet challenging situation. A post-crisis response statement given was manipulated. Each participant was randomly assigned to one of four crisis response messages that were configured based on guidelines from the Situational Crisis Communication Theory (SCCT). Prior to experimental manipulation, a pre-test measured perceptions of relationships with DB. Findings indicate that (1) pre-existing perceptions of relationship quality with DB had considerable impact on how participants reacted to crisis response messages on the outcomes of (a) reputation and (b) attribution of responsibility and on (2) the extent of account honouring. That is, the extent to which they (a) accepted the message and (b) assigned credibility/trustworthiness. A relational view to crisis management theoretically welcomes crises as dangerous opportunities to learn, adapt, reconfigure and understand stakeholder dynamics. This thesis which mostly focuses on for-profit organizations offers insights to the strategic effectiveness of crisis response strategies from a stakeholder orientation and concludes that the focus of managing reputation limits the application of public relations theory. A focus on relationships provides valid and reliable performance indicators for the competitive advantage of organizations and the creation of value both for the organization and society as a whole.