Crisis Response vs Crisis Cluster: A Test of Situational Crisis Communication Theory on Crisis with Two Crisis Clusters in Indonesian Public Relations (original) (raw)

Features of Effective Crisis Communication Based on Public Relations Profession Research

Social Communication, 2018

The way of conducting communication during the image crisis is a special type of challenge for the company. Lack of preparation of the company for proper communication management may be crucial in averting and/or reducing the effects of crises. The paper presents the results of research conducted among experts from the PR industry and representatives of the largest Polish enterprises from the 500 List compiled by “Rzeczpospolita” daily newspaper. The vast majority of Polish enterprises show an open-minded approach to crisis communication. Companies from oppressive industries, where crises occur more often, are better prepared for crisis communication. The determinants of effective communication in the situation of image threats are, according to the leaders of public relations agencies, anti-crisis preparation, presence of procedures, openness and honesty in communication processes as well as quick response time.

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.

Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies

Çelebi, E. (2018) "Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies", Journal of Communication Theory & Research 46, p. 275-290, 2018

In this study, the effects of organization-public relationship and crisis communication strategies on audience perception and attitudes during a crisis have been investigated experimentally. In the context of the research, an university in Turkey was selected as the organization and students were selected as target groups, and Coombs’ situational crisis communication theories have been tested an experimental study carried out with 97 students. Students were divided into 8 groups according to different corporate reputation and relational satisfaction perceptions; a crisis situation was created, and a different crisis communication strategy was applied to each group. According to the research results, no matter what the thoughts were before the crisis, crisis communication strategy doesn’t reduce the responsibility of the organization in crisis, and it doesn’t affect the minds of the audience, but the perception of corporate reputation and sense of relational satisfaction affect the credibility and confidence of the organization’s words and actions. Regardless of the corporate reputation and relational satisfaction, the strategy of denying the crisis gave the highest accusation score, and the messages given to reduce the negative consequences of the crisis were found effective within each group. The reason for this is that participants weren’t concerned about the cause of the crisis; they were concerned only with the messages to reduce the harmful effects of the crisis.

An integrated crisis communication framework for strategic crisis communication with the media: A case study on a financial services provider

Communicatio, 2011

In order for organisations to survive in an ever-changing milieu in the current business environment, sufficient crisis communication and management practices need to be in place to ensure organisational survival. Despite the latter, organisational crises are often inefficiently managed which could be ascribed to the lack of managing crises strategically (Kash & Darling 1998:180). This article explores the lack of strategic crisis communication processes to ensure effective crisis communication with the media as stakeholder group. It is argued that the media is one of the main influences of public opinion (Pollard & Hotho 2006:725), thereby emphasising the need for accurate distribution of information. Furthermore, the study will focus specifically on the financial industry, as it is believed that this industry is more sensitive and thus more prone towards media reporting as financial services providers manage people's money (Squier 2009). A strategic crisis communication process with the media is therefore proposed, facilitated through an integrated crisis communication framework, which focuses on a combination of Integrated Communication (IC) literature with emphasis on Grunig's theory of communication excellence to build sustainable media relationships through two-way communication; and proposing a crisis communication process that has proactive, reactive and post-evaluative crisis communication stages, thereby moving away from crisis communication as a predominant reactive function.

Are crisis communicators practicing what we preach?: An evaluation of crisis response strategy analyzed in public relations research from 1991 to 2009

Public Relations Review, 2009

Quantitative content analysis is used to evaluate crisis response strategy analyzed in more than 18 years of research published in crisis communication literature in public relations to reveal its effectiveness, nature, and contextual application. Analysis of 51 articles published in 11 different journals using two dominant theories in public relations crisis communication literature, Benoit's Image Restoration Theory and Coombs' Situational Crisis Communication Theory, indicates a lack of diversity in cases analyzed by scholars, gaps between theory and practice, and pressing directions for future research in crisis communication.

Crisis Management Strategies in Corporate Communication Studies

Communication is an activitythatcannotbeseparatedfromhuman life. However, in the process, there are opportunities for inappropriate communication, which can lead to conflict or alsoknown as a communication crisis. Communication strategyis a communication effort made to convey messages appropriately to communication targetswith the aimthat the perceptions betweencommunicators and communicants can bebuilt in harmony. With the sameunderstanding and perception, an organization can achieveits goals smoothly. However, if in the process a conflictoccurs, causing a communication crisisbetween the two parties, a crisis management strategy or crisis management isneeded. To makethese efforts, the role of corporate communication isneeded as the right strategy in dealingwithconflictsthatoccur.

Public Relations Review How do the news media frame crises? A content analysis of crisis news coverage

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.

Studying Crisis Communication: New Theories and Methodologies

The seminar, which spans over three days and is aimed at doctoral students within the social sciences and the humanities, is divided into two parts. Part (I) consists of an advanced presentation and discussion of recent crisis management and crisis communication research. The focus is on how the discipline of crisis management has developed from a narrow to a broad perspective, and from a simple broad to a complex broad perspective; and how crisis communication has moved from a rhetorical and text-oriented approach to a more strategic and context-oriented approach with a view to allied fields such as risk communication, issues management and reputation management. A special interest is devoted to international crises and the role of the new social media. Part (II) consists of an advanced introduction to the methodologies of crisis communication including both quantitative methodologies and research techniques (experimental designs, content analysis, and surveys) and qualitative methodologies and research techniques (especially case studies as a research design). The seminar also includes a one-day long case study-based workshop focusing on theory building. After the seminar, you should be able to • Understand how crisis management and crisis communication have developed as academic disciplines since the mid-1980s • Identify and discuss key concepts, models and theories within the field of crisis management and crisis communication • Understand the mechanisms of theory building or development • Apply various types of research designs and research methods within the study of crises, crisis management and crisis communication Teachers • Professor W. T. Coombs and professor S. J. Holladay, University of Central Florida (USA) • Professor F. Frandsen and professor W. Johansen, Aarhus University (Denmark)

Media Relations and Communication of Crisis in the Digital Era

2017

This paper aims to describe how the construction of an organization's media relations contributed to the success of crisis communication. In the body of an organization, the crisis becomes as a necessity that accompanies the dynamics in the body of the organization. The crisis in the organizational structure, can be triggered by internal or external conflict. If the conflict is not well managed, it is likely to be publicly disproportionate. The mass media have a role to disseminate news are the ones who need to be made partner when we are experiencing a crisis organization. This paper is a theoretical study and will use some of the literature to gain a foothold for analysis clicking crisis communication issues are some organizations that have occurred in Indonesia. The case or conflict of TNI AU ( Indonesian Air Forces ) mess of Cokrosuman, Surakarta and the Alexis hotel will be illustrated in this study. Instead of comparing the two organizations is diametrically, because ins...