Public Relations Crisis Research Articles

Crisis PR in the New Media Era: the Impact on the Reputation of Chinese New Energy Businesses

The self-transformation of new media presents unprecedented challenges for crisis PR. In recent years, the rapid development of new energy vehicles in China has often led to widespread criticism when facing crisis Public Relations (PR) issues. This study takes Tesla, NIO, and Li Auto, three companies developing new energy vehicles in China. It compares their crisis PR strategies in the new media era, exploring their impact on corporate reputation. By collecting the quantity of cognitive and emotional assessments of positive, neutral, and negative nature, and calculating the conversion between evaluations of different natures, this research finds that incorrect response strategies lead to a decrease in both emotional and cognitive reputations, while successful response strategies primarily enhance cognitive reputation. Successful strategies may involve subjective proactive measures, characterized by swift or preemptive PR, positive emotional attitudes, and sustained responsiveness. This study provides empirical insights into understanding and addressing the challenges of crisis PR in the new media era, offering references for companies to formulate crisis management strategies.

The Silent Saboteur: The Impact and Management of Malicious Word-Of-Mouth in The Digital Age

In the digital era, the impact of malicious word-of-mouth on individuals and businesses is complex. Malicious online reviews and false information can spread quickly, causing serious damage to personal reputation and corporate branding. This article provides an in-depth analysis of the effects of malicious word-of-mouth on various aspects of the economy and society, and proposes effective strategies for response. Through specific case studies, such as the controversy surrounding the BOY LONDON brand, the public relations crisis of the Wahaha brand, the damage to Jiang Ping's personal image, and the "pink-haired girl" incident, this article illustrates how malicious word-of-mouth can erode consumer decision-making autonomy, pose threats to personal physical and mental health, and tarnish the image of brands and enterprises. To address these challenges, companies and governments must take proactive measures, such as monitoring and responding to negative information on the Internet to maintain a positive image and strengthening Internet regulation to ensure the authenticity and transparency of information and to prevent the spread of false information. At the same time, improving public media literacy helps people identify and resist the influence of malicious word-of-mouth.

The Try Guys Try Image Repair: Apologia in the Age of Influencers and Digital Media

The YouTube entertainment group The Try Guys weathered a public relations crisis in 2022 when fans caught Ned Fulmer, one of the co-owners of the group, engaging in public romantic behavior with one of his employees. The other three co-owners of the group removed Fulmer from their organization and announced his exit through a brief message posted to several of their social media accounts. Roughly a week later, they published a video to their channel explaining their decision. Treating their video as an example of apologia, this essay argues that The Try Guys’ rhetoric of self-defense offers a positive example of taking responsibility and decisive action in a way that actively resists online cultures of sexism. Moreover, the video reveals possibilities for apologia in digital contexts that offer practical suggestions for public relations and other practitioners.

Emotional Construction and Consumer Retention in Otome Game Brands: A Case Study of Crisis Public Relations in "Light and Night"

In recent years, with the awakening of female consciousness and the flourishing of the gaming industry, otome games targeting female groups have emerged. These games stimulate continuous emotional consumption by guiding players to build virtual intimate relationships with game characters, thus unleashing enormous commercial potential. This paper, based on the Theory of Parasocial Interaction, selects two typical crisis events in the game production and consumption conversion process. By conducting text mining and public opinion analysis, this paper aims to analyze the emotional marketing, public relations strategies, and feasible measures of otome game brands.

The role of mGovernment applications in building trust during public crises: Evidence from the COVID-19 epidemic

Throughout the COVID-19 pandemic, China effectively contained the virus, resulting in increased public trust in the government. Mobile government (mGovernment) applications (apps) played a critical role in this improvement. This study aims to examine how mGovernment apps build citizens' trust in governments during public crises. The DeLone and McLean Information Systems Success Model (ISSM) is used to evaluate the quality of these apps. Public satisfaction serves as an intermediary variable, while public awareness of epidemic risks in sudden public relations crises acts as a moderating variable to explore the impact of mGovernment apps on government trust. Data analysis is conducted using SPSS Statistics 22.0 and AMOS 21.0. The study's results show that the system quality, information quality, and service quality of mobile government apps influence citizens' trust in governments through the mediating effect of public satisfaction. All three factors positively correlate with public satisfaction, with service quality having the greatest impact. Similarly, system quality, information quality, and service quality are positively correlated with public trust in governments, with system quality having the most noticeable influence. There is a strong correlation between public satisfaction and trust in governments, and the mediating effect of public satisfaction is significant. In addition, epidemic risk perception moderates the relationship between public satisfaction and citizens' trust in governments.

Manajemen Krisis Bank Syariah Indonesia Dalam Membentuk Citra Positif

The establishment of a company or organization will definitely go through difficult times in its development. Difficult times that occur in a company are certainly undesirable because they can have a negative impact and endanger the sustainability of the company or organization. Public Relations who play a role in a company must have skills, namely crisis management, to make it easier to resolve crises that occur in the company. The purpose of this research is to determine the crisis management of Bank Syariah Indonesia in forming a positive image. The theory used in this research is Public Relations crisis management proposed by W. Timoothy Coombs, including pre-crisis, crisis response and post-crisis. This research approach is qualitative with descriptive methods. The data collection techniques used were interviews and observation. The results of this research show that crisis management carried out by Bank Syariah Indonesia went through 3 stages, namely pre-crisis, crisis response, and post-crisis. In the pre-crisis stage, it shows that Indonesian sharia banks prepare and identify crises by monitoring every day and when a crisis occurs or in the crisis response stage, Indonesian sharia banks continue to carry out monitoring activities plus mapping to develop strategies and tactics to use when a crisis occurs. After the crisis or post-crisis stage, Bank Syariah Indonesia held a communication summit to convey the vision and mission to internal parties to be better prepared to face the next crisis. By collaborating with brand ambassador Putri Ariani, Bank Syariah Indonesia encouraged internal parties with life stories from their brand ambassador. With the crisis that occurred, changes were made to Bank Syariah Indonesia where BSI was more enthusiastic in providing comfort and security to customers

How to Build Enterprise Brand Image by Virtue of Crisis Public Relations?

As the competition in the market environment increases day by day, enterprises often encounter various types of crisis public relations events: regulatory policy changes, changes in the industry environment, competitors' malicious smears, user complaints, and other levels. Moreover, if enterprise managers face a poorly handled crisis, the enterprise brand will be ruined and lose consumers' trust. However, if the crisis is handled properly, it may also turn "crisis" into "opportunity", which is more conducive to the further development of the enterprise. In the face of a crisis, how to reasonably conduct crisis public relations to shape the enterprise's brand image? This paper will combine the research results of domestic and foreign scholars to analyze some key factors of crisis public relations faced by enterprises to effectively improve enterprises' brand image and enhance their reputation and status in public opinion.

‘Definitely not in the business of wanting to be associated’: Examining public relations in a deplatformization controversy

In August 2019, a mass shooter in the United States posted a violent manifesto to the anonymous forum 8chan prior to his attack. This was the third such incident that year and afterwards hosting and security services conceded to calls to drop 8chan as a client, pushing 8chan to the margins of the accessible internet. This article examines the deplatforming of 8chan as a public relations crisis, contributing to understanding ‘governance by shock’ (Ananny and Gillespie 2016) by examining who is shocked and their power to turn shock into online regulation. Online platforms and media attention created opportunities to study how the deplatforming was justified, drawing on the theoretical framework of economies of worth (Boltanski and Thevenot 2006) and controversy mapping methods. The examination finds: (1) that this case of deplatforming indicates the openness of infrastructure-as-a-service companies to external challenges over content, rather than hegemonic control. (2) That regulatory gaps, including the broadness of U.S. free speech laws, made these companies, rather than legal processes, the relevant authority. (3) That framing responsibility as following the law – as Cloudflare attempted to do – misunderstands the importance of normative principles, voluntary measures, and contestation in governing online content, underselling the value of policy-making at other levels. The success of the campaign to deplatform 8chan affirms the significance of PR crises in the regulation of online content, rewarding deplatforming as a political tactic for civil society groups and online networks pushing for governance in regulatory gaps. However, the significance of normative enforcement in this case underlines the difficulties of this semi-voluntary style of governance. While normative opposition to violence contributed to 8chan’s deplatforming, other normative oppositions contribute to deplatforming vulnerable users, as in the moral panics that drive the deplatforming of sexual content ( Tiidenberg 2021 ) and feed suspicion over the ideological application of deplatforming. The ambivalence of PR crises as a strategy for influencing platform governance underlines the need for clarity in policy-making at multiple levels.

Penerapan Manajemen Krisis Oleh Humas PTPN XIII Dalam Membangun Citra Positif Perusahaan

<p><em>This study aims to find out and understand how PTPN XIII public relations in the application of crisis management to build a positive company image and to find out the constraints of PTPN XIII public relations in the application of crisis management to build a positive company image. Using qualitative research methods with data collection techniques with interviews, observations, and documentation. The focus of this research is: The application of crisis management by PR PTPTN xiii in building a positive image of the company by using the following indicators: knowing the problem (fact finding), planning (planning and programming), taking action and communicating (action and communicating), processing crises , deepening of data and facts, making issue boundaries, appointing spoke persons, factors that become obstacles to the implementation of crisis management. The result of this research is the implementation of PTPN XIII's public relations crisis management in building a positive company image by collecting data, facts and information. By understanding the various problems in the field, public relations directly convey these problems to the head office. Taking action and communication to make the public understand and understand the company's policies, then while building a positive image of the company, public relations also carries out on-the-spot activities, such as community activities, social assistance and public facilities.</em></p>

Network public opinion monitoring and semantic event discovery strategy in mobile edge computing scenario

AbstractBuilding a public opinion monitoring system can detect public opinion crises in advance and deal with crisis public relations in a timely manner. Semantic communication is a new type of communication technology with development potential, which reduces the amount of data required for transmission by mining semantic information in information sources. In this paper, a multi‐user semantic communication system based on federated learning deployment is used to realize data transmission in edge computing scenarios. Use the data from the client side to train the deep learning model more effectively. This paper also evaluates the performance of the proposed semantic communication system. The model trained by federated learning can achieve an effect close to centralized training and protect user privacy.

Matching Consequences and Causes in Crisis Public Relations

Matching Consequences and Causes in Crisis Public Relations

Examining Corporate Crisis Public Relations Practices in Sport Star Crisis Events from the Perspective of Positive Public Relations

Positive psychology is an emerging current of thought in contemporary psychology. The extension of related viewpoints and concepts from positive psychology into public relations research can facilitate a "qualitative" leap for corporations in crisis handling, communication, image reshaping, and trust rebuilding in the field of crisis public relations. This paper adopts a positive public relations perspective to analyze the "Liu Xiang incidents in 2008 and 2012" as case studies, exploring corporate crisis public relations practices in sports star crisis events. This research bears significant practical implications for strengthening corporate public relations crisis management and future development.

Repairing damaged reputations through targeted poverty alleviation: Evidence from private companies’ strategies to deal with negative media coverage

When negative media coverage causes reputational crises, companies must find suitable tools to repair their reputation and reverse their negative image. As a CSR activity with political- and livelihood-related implications, targeted poverty alleviation may be an effective tool. Using data on negative media coverage of Chinese A-share private listed companies, we examine whether companies engage in targeted poverty alleviation in response to reputational crises caused by negative media coverage. We find that negative media coverage leads private companies to engage more actively and intensively in targeted poverty alleviation because of the significant increase in public attention to the bad news. These companies must urgently rebuild their positive image using targeted poverty alleviation to resolve their public opinion crisis. Further analyses suggest that original and in-depth negative media coverage is more likely to cause companies’ active participation in targeted poverty alleviation. In addition, negative media coverage is more likely to lead companies to engage in targeted poverty alleviation when they are in heavily polluting industries or face greater pressure from external investors. Finally, we find that active involvement in targeted poverty alleviation helps companies improve their market reputation and thus effectively manage public relations crises caused by negative media coverage.

Rowling, Potterheads and why ‘The best way to manage a crisis is to prevent one’: Twitter communication analysis

ABSTRACT Since 2007, celebrity author J.K. Rowling has disseminated retroactive reconstruction (retcon) statements via social media that seemingly seek to expand character diversity in her transmedial Wizarding World of the Harry Potter franchise. In response, fans have used Twitter to call out the difference between Rowling’s assertions of diversity and actual diversity they consider authoritative or ‘canon’. Thus, Rowling’s retcon statements, rather than enhancing her reputation and audience experiences, have instead created Public Relations (PR) challenges. Focusing on Rowling’s 2019 comments regarding Dumbledore and Grindelwald’s relationship in Fantastic Beasts: The Crimes of Grindelwald and the PR crisis they precipitated on Twitter, Rowling’s communication strategies in response to the PR challenge of reputational damage done by her Twitter statements, are examined, especially through the lens of Coombs’ Situational Crisis Communication Theory.

CRISIS MANAGEMENT OF PUBLIC RELATIONS SHOPPING CENTERS IN PANDEMIC ERA (STUDY AT LIPPO MALL PURI)

The background of this study is a pandemic that resulted in crises in various sectors and one of them is malls and shopping centers. The purpose of this study is to get an idea of how the implementation of public relations crisis management and marketing communications implemented by shopping centers in times of crisis during the Covid-19 pandemic. This research uses crisis management theory of public relations and marketing communication with descriptive qualitative research methods with a case study approach that captures data through interviews, observations, documentation, and literature studies. The results of this study revealed that marketing communication and public relations crisis management by implementing health protocols, collaboration with the government, and promotion on social media are very important for Lippo Mall Puri to survive in times of crisis during pandemics.

Analysis and Strategy Research on Crisis Public Relations of Food Enterprises in the Internet Era

The frequent occurrence of crisis events in food enterprises not only damages the interests of consumers, but also threatens the survival and development of enterprises themselves. The emergence of new media in the Internet era has changed the mode of information dissemination to a large extent. The diversified communication environment will increase the probability of food enterprise crisis events to a certain extent, and also make enterprise crisis public relations face a more serious situation. Especially in the current Internet era, when dealing with crisis events, the crisis public relations strategy of enterprises plays a crucial role. Through the analysis of the public relations strategies of various food enterprises in the "315 earth pit pickle" event, this paper discusses how food enterprises can effectively respond to the public relations crisis in the Internet era and help enterprises out of the crisis event.

An Analysis of Crisis Public Relations Strategies for Food Safety in the New Media Era: The Haitian Soy Sauce Controversy as an Example

With the rapid development of new media, China's traditional media is facing new challenges, and enterprises are also facing greater crisis management pressure. 2022, China's Haitian Taste, a seasoning enterprise, was caught in a serious crisis because of the "food additives" issue, and its three public statements failed to solve the problem properly, which led to a huge loss for the enterprise. The purpose of this study was to analyze the reason for the failure of digital anti-crisis public relations due to the problem with Haitian Taste food additives in 2022. The authors adopt the case analysis method to conduct a horizontal analysis an example of the crisis PR practice of Haitian Taste. Accordingly, the authors discussed the reasons for the failure of digital anti-crisis public relations. A proposal was made on how to implement effective digital crisis management and digital public relations response, as well as other related strategies, in order to learn lessons for future enterprises. By analyzing the food additive crisis of Haitian Taste in 2022, we discuss the reasons for the failure of its crisis public relations, and at the same time propose how to carry out effective crisis management and public relations response and other related strategies, to provide lessons for future enterprises. This incident fully demonstrates that, in today's increasingly efficient information dissemination, enterprises must update their crisis response strategies, meet public needs promptly, and regain users' trust through openness and sincerity to minimize losses. In addition, food companies should improve crisis anticipation, pay attention to user ex-perience, and focus on food safety issues to cope with the increasing social norms. The data obtained by the authors can be useful not only for food industry enterprises, but also for all those involved in digital crisis management, marketing communications, and in particular, public relations.

Analyzing Online Public Sentiment Toward Corporate Crisis in the Age of Big Data and Automation

The emergence of social media has created a new environment for digital communities to share their opinions and thoughts. Particularly in times of crisis where online platforms such as Facebook and Twitter have become the first destination for people to express their thoughts and share crucial information. On the other hand, social media and its algorithms have created very large amounts of data to enable Public Relations practitioners to access the data through data mining techniques. As such, this study aims to analyze online public sentiment toward a corporate crisis using big data and automation. Unlike research in the fields of information systems and computer science, which focuses on building methodology and tools, this study demonstrates the possibilities of basic big data utilization as well as linking the findings to the foundations of social theory and public relations crisis. To reach its aims, Twitter data has been collected, analyzed and visualized to perform a text mining and sentiment analysis for analyzing public sentiment about Garuda Indonesia crisis in 2019. Drawing on current literature on public relations and crisis management in digital world, the finding suggests the need of having big data skills for public relations practitioners if they wish to survive in a fully digitized society. Finally, I expect that this project will be important to draw in new discussion for scholars in a variety of area studies, such as strategic communication, corporate communication, digital public relations and even data science.

Public Relations Crisis Management of The Environment and Forestry Office Of DIY in Handling The Closure of The Integrated Waste Disposal Site (TPST) by The Community in Piyungan

The Environment and Forestry Office (DLHK) of the Special Region of Yogyakarta (DIY) is a government agency that manages the Integrated Waste Disposal Site (TPST) located in Piyungan. In the TPST, there is dissatisfaction from the local community regarding the management system. The peak is the closure of Piyungan TPST by the local community as a form of their dissatisfaction. This problem impacts the survival of the surrounding community and the emergence of demands for the DLHK. This study aims to determine the crisis management steps selected by the DLHK of DIY in dealing with crisis management issues and restoring the image of the institution. This study utilized descriptive qualitative as the research method. The data were collected through interviews with the public relations (PR) officer of the Piyungan TPST of the DLHK, a member of the Regional People’s Representative Council (DPRD) of DIY, and community members. Moreover, the data were supported by documentation data in the form of mass media clippings. The qualitative data analysis technique was applied to collect, present, and conclude data. This research discovered that the PR of the DLHK employed prevention, preparation, and mitigation strategies through changing policies and communication patterns by committing direct dialogue, compromise, and negotiation with the local community to overcome the crisis. The dialogue was also carried out on a routine basis; thus, the Piyungan TPST of the DLHK could determine the shortcomings, complaints, and opinions of the surrounding community.

Corporate Social Responsibility in China’s Overseas Mining Projects

With the acceleration of the pace of “going global”, Chinese enterprises are investing in more and more non-ferrous metal mining projects abroad, with both successful experience and many lessons. After five years of efforts, Chinalco Toromocho Copper Mine in Peru has been built into a world-class mine project with “social respect, employee pride, excellent benefits and environmental friendliness”, which is widely regarded as a successful example of investment outside China. This paper reviews the successful experience of Chinalco’s Toromocho Copper Mine in fulfilling its social responsibilities in terms of relocation of new town, sewage treatment, etc., and the crisis public relations for emergencies such as blocked transmission line construction and pollution discharge crisis in rainy season, in order to provide beneficial experiences and thinking on social responsibility for other local enterprises from “going out” to “staying”, and finally stepping into “integrating in”.