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Tracking the defining moments of crisis process and practice

By Amisha M. Mehta and Robina J. Xavier

Abstract

Crisis holds the potential for profound change in organizations and industries. The past 50 years of crisis management highlight key shifts in crisis practice, creating opportunities for multiple theories and research tracks. Defining crises such as Tylenol, Exxon Valdez, and September 11 terrorist attacks have influenced or challenged the principles of best practice of crisis communication in public relations. This study traces the development of crisis process and practice by identifying shifts in crisis research and models and mapping these against key management theories and practices. The findings define three crisis domains: crisis planning, building and testing predictive models, and mapping and measuring external environmental influences. These crisis domains mirror but lag the evolution of management theory, suggesting challenges for researchers to reshape the research agenda to close the gap and lead the next stage of development in the field of crisis communication for effective organizational outcomes

Topics: 150300 BUSINESS AND MANAGEMENT, Crisis communication, Pubilc relations, History
Publisher: Elsevier
Year: 2012
DOI identifier: 10.1016/j.pubrev.2011.12.009
OAI identifier: oai:eprints.qut.edu.au:48066

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