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Crisis Training Seminars
A Crisis can happen to any
organization, at any time. We specialize in preparing people
to manage a crisis while communicating effectively with the media. For more information please call or email us.
In this section
I will be posting some
of the recent research
findings in crisis
communication. The shelf
date will be six months
for the new materials.
Eventually, many of the
new insights will be
added to the original
Crisis Communication
entry. The “New
Insights” is divided
into publications and
papers.
Publications
A special issue of the
Journal of Public
Relations Research will
be released soon. Here
is an advanced look at
the content. The special
issue of the Journal of
Public Relations
Research on crisis
communication creates an
opportunity to share
what we know and have
learned with scholars,
practitioners, and
educators. This special
issue addresses various
interdisciplinary issues
in crisis communication.
A strong theme found in
the articles in the use
of online media. Choi
and Lin content analyzed
online bulletin board
posts about the Mattel
product recall. Their
results expand our
understanding of emotion
in a crisis. Their data
found that the emotions
of alert and anger had
significant negative
relationships to
organizational
reputation. Stephens and
Malone content analyzed
blogs and Websites as
well as news stories and
press releases. They
found other stakeholder
blogging about a crisis
offered emotional
support while technical
translation was more the
providence of Websites,
news articles, and press
releases. They also
found technical
translation was related
to the presence of web
links. Caldiero, Taylor,
and Ungureanu content
analyzed news releases
posted on organizational
web sites during a
fraud/mismanagement
crisis ad news stories
about the crisis.
They found the online
new releases were used
in media coverage of the
crises.
The close relationship
between risk and crisis
communication emerges in
this collection of
articles. Heath, Lee,
and Ni used surveys to
examine how diversity of
voices affects people’s
preparedness for
emergencies. Diverse
voices were found to
increase a sense of
self, expert, and
community preparedness.
Avery and Kim content
analyzed avian flu press
releases to illuminate
the purposes and nature
of organizational
response being
constructed. Risk is
used to inform what
should and should not be
included in press
releases related to
public health
emergencies.
Another theme that
emerges in the articles
is the role of
“industries” as a
contextual factor that
can shape crisis
communication. Holladay
content analyzed news
stories about chemical
accidents to determine
if organizations were
getting their
information out to the
news media. In chemical
accident stories,
organizational
spokespersons were not
featured prominently
meaning the
organization’s side of
story was not being used
often in the news
accounts. Legg explores
crisis in the context of
religion with a case
study of Jimmy Swaggert.
The religious context of
the crisis is used to
inform the communicative
choices in the crisis
response.
A final theory is the
development of theory.
Holtzhausen and Roberts
content analyzed news
releases about the
sexual assaults at the
Air Force Academy. Their
research considered how
Contingency Theory and
Situational Crisis
Communication can be
used in tandem to
explain the use of
crisis response
strategies. Kim and
Dutta expand the field
of crisis communication
by exposing the
limitations of
managerial bias,
functionalistic
orientation, and
marginalization of
voices opposed to the
status quo. They use
Subaltern Studies as an
alternative approach to
crisis communication and
illustrate their ideas
through case study of
grassroots activism in
New Orleans. In the end,
this special issue
provides a glimpse into
the rich tapestry that
is crisis communication.
Source:
W. Timothy Coombs, Ph.D
link