Situational Crisis Communication Research Articles

Victims or conspirators? Understanding a hot-issue public’s online reactions to a victim cluster crisis

PurposeThe purpose of this paper is to qualitatively understand the reactions of online publics to a victim cluster crisis as the crisis unfolds and offer a new way of tracking online hot-issue publics using comments on online news articles.Design/methodology/approachThis research uses a mixed-methods approach, employing both descriptive quantitative techniques and qualitative thematic analysis.FindingsQualitative analyses of online news comments on BuzzFeed and the Huffington Post revealed that publics’ reaction to the cyber-attack on Sony, the following threats of attack, and Sony’s response to it largely ran counter to the situational crisis communication theory’s (SCCT) assumptions about victim cluster crises. Analyses also revealed a pattern in the volume of comments on the two online news outlets, supporting the conceptualization of hot-issue publics growing and decreasing as news coverage of an issue rises and falls.Research limitations/implicationsThe analysis was limited to one incident and two online media.Practical implicationsThis paper provides empirical support for the use of online news comments to track hot-issue publics and what is important to them. In addition, tracking the tone and content of the comments allows for an examination of the fit of SCCT assumptions and provides a way for practitioners to understand public opinion and adapt communication plans based on insights gleaned from such data.Originality/valueThis study is one of few to provide empirical support for the conceptualization of hot-issue publics, and to do so using online news comments. In addition, it is one of very few to study the SCCT in real-world settings, examining real publics’ reactions to real issues.

Framing the Oil Spill Disaster: How South Korean Newspapers Present Responsibility and Severity When Covering the Hebei Spirit Oil Spill

This study examines how South Korean newspapers framed the Hebei Spirit oil spill disaster in 2007 with two key concepts of situational crisis communication theory (SCCT): crisis responsibility and severity. Also, we investigate how the political stances of newspapers—conservative and liberal—affect the selection of news frames. By using a content analysis from four nationwide South Korean newspapers, findings showed that frames regarding severity appeared more often than frames about crisis responsibility. Also, the results revealed that there were differences of frames according to time periods and the political stances of newspapers. This study provides empirical evidence to support that the two SCCT concepts can be used in the content analysis appropriately. Also, this study offers crisis managers with helpful information by showing how the media present a crisis in practice and, thus, can inform how organizations develop appropriate crisis communication responses.

Who says what during crises? A study about the interplay between gender similarity with the spokesperson and crisis response strategy

This study examined the relative importance of verbal and visual cues in organizational crisis communication, focusing on the importance of gender similarity between an organizational spokesperson and stakeholders and the moderating role of the crisis response strategy used. The findings indicate that gender similarity is beneficial for organizational reputation because it enhances stakeholders' empathy toward the spokesperson. However, this effect is only found when the spokesperson uses an appropriate crisis response strategy based on the guidelines of situational crisis communication theory. More specifically, when a spokesperson offers a rebuild strategy in the context of a preventable crisis, gender similarity results in more empathy toward the spokesperson and, subsequently, in improved organizational reputation. However, the effect of gender similarity on organizational reputation through empathy toward the spokesperson was not found when a deny strategy was used.

Effect of Rational and Emotional Framing on Highly Involved Audience in Severe Crisis Situation: An Experimental Study on MH370

Rational and Emotional framing is an important crisis response strategy (CRS) used by organisations in its effort to minimize damage and reputational threat of a crisis. The framing effect of a message is crucial not only in influencing the audience attitude towards the organization, but also behaviour. Using one of Malaysia’s most high profiled crises MH370 as a crisis scenario, this study examines the effect of framing used by Malaysia Airlines System in its crisis communication effort on Facebook. Facebook is one of the prominent social media platforms used by organizations in time of crisis. Despite its ability to facilitate immediacy and interactivity, the messages that are spread within the dynamic setting of Facebook however could also create contradicting outcome for the organization. This present study seeks to examine the effect of rational and emotional framing from the perspective of Situational Crisis Communication Theory (SCCT). Cognizant to the influencing factor of audience involvement on the effect of framing, this study incorporates Elaboration Likelihood Model (ELM) in examining audience response towards the organization by taking into consideration audience different motivation to message processing. The convergence of SCCT and ELM has made this study significant as it advances the explication of potential crisis communication effects by underscoring the distinct effect held by rational and emotional frames on highly involved audience; especially in regards to a crisis as severe and nationally salient like MH370.

Examining the paracrisis online: The effects of message source, response strategies and social vigilantism on public responses

A 2×2 experimental study (N=168) examined the effects of the message source (CEO vs. individual real estate agent) and response strategies (deny vs. diminish strategies) on public perceptions of controversial online comments and emotional and behavioral responses. This study extends situational crisis communication theory (SCCT) by applying it to paracrisis situations as well as by testing a cognitive model in which breach of expectation by different actors leads to different degrees of judgment of responsibility and counterfactual thinking processes (i.e., the person could/would/should have done something else). A deny crisis response (e.g., scapegoating) was effective in reducing blame and negative affective responses and yielded less negative reputation assessment of the message source. The expectation breach led participants to engage in a counterfactual thinking process, which in turn evoked greater indignation and more negative reputation assessment. Indignation and negative reputation were both significant predictors of online word-of-mouth intention. Social vigilantism, individuals’ tendency to propagate their opinions onto others, mediated the relationship between indignation and online discussion intention.

Keeping Investors Onboard: A Corporate Social Responsibility Crisis Response Framework

There is evidence to suggest that managers use CSR reporting as a means to manage their firms’ CSR reputations. In this study, I jointly examine CSR reputation and CSR crisis response in the context of CSR crises, and how they can influence investor judgments and decision making. In particular, in the context of CSR crises, I build on situational crisis communication theory to develop a CSR crisis response framework which managers can use to examine and understand how specific types of CSR crises can influence their firm’s CSR reputations, which can in turn influence investor judgments and decision making. Following from that, I also specify three CSR crisis response strategies that managers can employ to manage their firms’ CSR reputations.

An Expected Crisis : A Case Study of Volkswagen Diesel Crisis

This exploratory case study analyzes the Volkswagen diesel crisis from a crisis communication perspective. The Volkswagen diesel case provides a unique opportunity to examine how a Fortune 500 company managed (or mismanaged) an intentional corporate misdeed, and to understand the shortcomings of existing crisis communication theories. In analyzing the case, this study adopted the theoretical frameworks from the two dominant crisis communication theories, namely Image Repair Theory and Situational Crisis Communication Theory. Our findings show Volkswagen’s systemic failure of crisis management and communication before and after the crisis erupted. The findings also suggest the scholarly need to further develop crisis communication theories in providing strategic implications for major crises such as the Volkswagen diesel case.

Revisiting Organizational Credibility and Organizational Reputation – A Situational Crisis Communication Approach

Organizational credibility, the extent of which an organization as the source of messages is perceived as trustworthy and reliable, is one important aspect to determine organization’s survival. The perceived credibility of the messages will either strengthen or worsen an organization reputation. The primary objective of this paper is to revisit the concept of organizational credibility and its interaction with organizational outcomes such as organizational reputation. Based on the situational crisis communication theory (SCCT), this paper focuses on the impact of organizational credibility on organizational reputation following a crisis. Even though the SCCT has been widely used in crisis communication research, the theory still has its own limitations in explaining factors that could potentially affect the reputation of an organization. This study proposes a model by integrating organizational credibility in the SCCT theoretical framework. Derived from the theoretical framework, three propositions are advanced to determine the relationships between organizational credibility with crisis responsibility and perceived organizational reputation. This paper contributes to further establishing the SCCT and posits key attributes in the organizational reputation processes..

THE USE OF THE SITUATIONAL CRISIS COMMUNICATION THEORY TO STUDY CRISIS RESPONSE STRATEGIES AT A UNIVERSITY OF TECHNOLOGY

Over the past few years, crises at South African universities have become a regular occurrence. A growing number of researchers have confirmed that Coombs’ Situational Crisis Communication Theory (SCCT) assists in understanding how management generally responds to a crisis situation. This study used SCCT to investigate how the crisis communication activities at one South African university of technology was perceived by the staff of that institution. The study examined, through a survey among a stratified random sample of staff members, the respondents’ perceptions of the communication channels and crisis response strategies that management used when communicating with staff during crises related to student protests at the University. The findings suggest that the University mainly used the justification crisis response strategy to communicate to university stakeholders, while rarely using the other strategies found in SCCT. The communication channels most preferred by staff for crisis communication were SMSs and WhatsApp messages, while the University website was perceived to have been used most by management. The article finally makes some recommendations, but also points out some limitations of the study.

Crisis Response Strategy and Crisis Types Suitability: A Preliminary Study on MH370

In time of crisis, the organisation’s tactic in responding to the crisis according to its type/s may significantly affect the organisation’s effort to survive its reputational damages. The study of crisis response strategy (CRS) requires further exploration within the Malaysian context, moreso with the greater and apparent use of social media as a platform for the organisation in crisis to reach out to its stakeholders. This preliminary paper studies the MH370 crisis in light of Coombs [1] Situational Crisis Communication Theory (SCCT). It aims to discuss the suitability of the CRS applied by Malaysia Airlines System (MAS) with the crisis type/s that was/were experienced by the organisation. Hence, the need for this paper to investigate the crisis type/s of MH370 and examines the CRS applied by MAS by content analysing media statements that were disseminated directly to the organisation’s stakeholders on Facebook during the first day of the crisis. Results ultimately show an interesting analysis to the crisis type of MH370, and the suitability of the CRS applied by MAS for that matter.

Framing crisis response messages on Facebook: a second level agenda analysis of MH370

A crisis can certainly bring great threats to an organisation. In time of crisis, what the organisation says and does may impose significant effect on the organisation’s effort to survive its reputational damages. Although crisis responses are considered a common topic, this rapidly growing field of research is however vital to be critically explored. In light of Situational Crisis Communication Theory (SCCT) [1] and the Second-level Agenda Setting approach [2], this study seeks to analyse the message frames used by Malaysia Airlines System (MAS) in the formation of MH370 crisis response messages that that were disseminated directly to the organisation’s stakeholders on Facebook. The convergence of framing and second level agenda setting has made this study significant as it advances the explication of potential crisis communication effects by underscoring the distinct importance held by certain attributes and frames, in the content of a crisis response message. This paper also includes discussion on the directions for future research on crisis response strategies particularly in the local context.

The Impacts of Contextual Factors on Social Media Crises: Implications for Crisis Communication Strategy Selection

ABSTRACTThe prescriptive approach to crisis communication strategy (CCS) selection has long been criticized for lack of flexibility and adaptability. To address this issue, this study proposes an emergent approach to strategy formulation by focusing on contextual impacts on social media crises and their implications for CCS. An online discussion on Sina Weibo, a Chinese microblogging platform, about a high-profile homicide in a McDonald’s restaurant, is taken as the case. Based on a multidisciplinary theoretical framework that consists of the theory of rhetorical arena and framing theory, an inductive framing analysis of 100 top forwarded posts indicates a complex negotiation process among multiple crisis communicators through various crisis frames. The results suggest that selection of CCS should be from contextually based behavior through investigating interaction among multiple crisis communicators and examining the contexts in which crises are situated. This study also contributes to advancing the CCS selection model of Situational Crisis Communication Theory by integrating contextual factors.

In Search of a Scapegoat: The Global Corporate Blame Game

Humanity has a long tradition of searching for means to cope with crisis situations and to manage the order of society. In our contemporary world, corporations with their complex global networking often face crises and need to minimise damage. This paper aims to identify why and how scapegoating is used as a strategy in crisis communication by global business. To this end, Situational Crisis Communication Theory has been used to analyse some recent corporate crises (e.g. Volkswagen AG’s handling of its emissions debacle and Costa Cruises’ fatally shipwrecked Costa Concordia). This study reveals that, even though slightly different from its ancient counterparts in its aims, scapegoating is a frequent tool of corporations seeking to mitigate their multi-causal crises. It also appraises the efficacy of this manoeuvre.

The buffering effect of industry-wide crisis history during crisis

Purpose Two questions guide this study: “Do two crisis history types (i.e. organization-specific vs industry-wide) have the same effect on publics’ perception of the organization in a crisis?” And “Is there any significant difference in public responses between the high and low levels of issue involvement?” The paper aims to discuss these issues. Design/methodology/approach A two organization-specific crisis history (frequent vs infrequent) × two industry-wide crisis history (frequent vs infrequent) × two consumer issue involvement (high vs low) between-subjects experimental design was employed. Findings This experiment suggests that an industry-wide crisis history can mitigate negative damages of a crisis, while an organization-specific crisis history intensifies the damages. This indicates that crisis history types should be considered as an important factor when diagnosing appropriate crisis response strategies during crisis. This study also identifies a stronger negative impact of an organization-specific crisis history among highly issue-involved publics than less involved publics. Originality/value This study extends situational crisis communication theory by identifying the buffering impact of an industry-wide crisis history and adding crisis history type as an influencer in the process of the publics’ crisis responsibility attributions.

Teaching Method in Situational Crisis Communication Theory: A Literature Review

Teaching Method in Situational Crisis Communication Theory: A Literature Review

Understanding the use of social media by organisations for crisis communication

Many businesses have commenced using social media for crisis communication with stakeholders. However there is little guidance in literature to assist organisational crisis managers with the selection of an appropriate crisis response strategy. Traditional theories on crisis communication may not adequately represent the social media context. This study took a qualitative approach and explored organisational use of social media for crisis communication at seventeen large Australian organisations. An analysis of 15,650 Facebook and Twitter messages was conducted, drawing on the lens of Situational Crisis Communication Theory (SCCT) (Coombs & Holladay, 2002). Findings suggested that when large Australian organisations responded to crises via social media, they lacked an awareness of the potential of social media for crisis communication. Organisations often did not respond to stakeholder messages or selected crisis response strategies that may increase reputational risk. The paper contributes important understandings of organisational social media use for crisis communication. It also assists crisis managers by providing six crisis response positions and a taxonomy of social media crisis messages that stakeholders may send to organisations. Key implications are discussed.

Media Frames and Crisis Events: Understanding the Impact on Corporate Reputations, Responsibility Attributions, and Negative Affect

This study aims to grow our current understanding of situational crisis communication theory by expanding on the conceptualization of causal responsibility as the primary mechanism contributing to ...

Golden reputation wanted for a gold producer. The case of the Rosia Montana Gold Corporation

Inappropriate stakeholder communication often generates risks or even dangers to the organizations which are not aware of the importance of a proper flow of information to/from its publics. “Rosia Montana Gold Corporation”, a Canada-based company specialized in gold extraction, has initiated since 1996 a project to extract gold from the perimeter Rosia Montana (Western Carpathians, county of Alba, Romania). Although the technical documentation has been submitted back in 2004 to the authorities to be endorsed and approved, the approval is still pending due to a great amount of negative public perceptions often turned to hostile behaviors. In order to diminish this hostility, the company has started a huge communication campaign founded on factuality in its attempt to extract gold in Romania. However, the results are still unsatisfactory, even if the amount of negative perceptions has been lowered in a certain measure. In our paper we would like to analyze, based on the Situational Crisis Communication Theory (SCCT) and quantitative analysis methods, several influences produced by the organizational communication done so far over the organization itself, as well as over stakeholders such as the local community in Rosia Montana, public institutions, and non-governmental organizations.

Crisis management at General Motors and Toyota: An analysis of gender-specific communication and media coverage

This study applied the genderlect theory to analyze General Motors’ and Toyota’s senior executive crisis communication. The discrepancies in the two companies’ crisis responses were explained through female vs. male-specific communication. Further, the study applied the situational crisis communication theory to analyze the news valence in the media coverage of the crises. While a direct correlation between gender-specific communication and news valence was beyond the purpose of this study, the current analysis can serve as a basis for future research on best crisis communication strategies as informed by gender differences.

An Application of Situational Crisis Communication Theory on Germanwings Flight 9525 Crisis Communication

When such a crises involve injury and loss of life, a comprehensive ability of organization to comprehend and predict the way of act and react of its diverse stakeholders its very important to keep the communications levels meet with their expectations, in terms of transparency and frequent communications to eliminate the paradigm of status quo during handling the catastrophe. On 24 March 2015 at 10:53 AM, the Airbus A320-211 from Germanwings carrying 144 passengers and six crew crashed in a remote area of the French Alps as it flew from Barcelona to Dusseldorf. To deal with challenges that tumble Lufthansa reputation (as the parent company of Germanwings) as well as the worldwide German airline industry reputation and financial losses, Germanwings is particularly used many strategies to communicate with stakeholders during the crisis occur.This paper employs the Situational Crisis Communication Theory (SCCT) by Coombs to analyze how Lufthansa Group responded to the series of crisis communication during the flight crash crisis occurred. First, the analysis and evaluation of stakeholder's group are provided to give a clear path to whom Lufthansa Group should be responsible during the crisis occurred. Second, this thesis study outlines the perceptions of stakeholder's group and the possible reputational threat. Third, this paper investigated Lufthansa Group's crisis response strategies through an analysis of media channels, such as two press release, two press conference and video broadcast on certain period from 24-27 March 2015. Lastly, discussion on content analysis are conducted to measure the effectiveness of overall crisis communication response by Lufthansa Group according to SCCT model.