Crisis Communications: How Businesses Respond in the Wake of Tragedy

Crisis communication is an ever-evolving form of communication that is integral to a business’s success. When tragedy strikes, businesses must have a thorough plan of response that manages the situation and protects their brand. This paper discusses the definition of crisis communication, its history, and how modern trends like social media, have revolutionized it. This study is important because it influences a business’s public perception, and sustainability. Thorough knowledge of crisis communication is critical to a business student’s education and will prepare them for working in fast-paced communication and business environments. An analysis of this topic should yield an understanding of crisis communication and how it can be best applied in crisis situations

Enhancing Employee Communication Behaviors for Sensemaking and Sensegiving in Crisis Situations: Strategic Management Approach for Effective Internal Crisis Communication

Purpose The purpose of this paper is to explore the organizational effectiveness of internal crisis communication within the strategic management approach, whether it enhanced voluntary and positive employee communication behaviors (ECBs) for sensemaking and sensegiving. By doing so, this study provides meaningful insight into: new crisis communication theory development that takes a strategic management approach, emphasizing employees’ valuable assets from an organization, and effective crisis communication practice that reduces misalignment with employees and that enhances voluntary and positive ECBs for the organization during a crisis. Design/methodology/approach This study conducted a nationwide survey in the USA among full-time employees (n=544). After dimensionality check through confirmatory factor analysis, this study tested hypothesis and research question by conducting ordinary least squares multiple regression analyses using STATA 13. Findings This study found that strategic internal communication factors, including two-way symmetrical communication and transparent communication, were positive and strong antecedents of ECBs for sensemaking and sensegiving in crisis situations, when controlling for other effects. The post hoc analysis confirmed theses positive and strong associations across different industry areas. Originality/value This study suggests that voluntary and valuable ECBs can be enhanced by listening and responding to employee concerns and interests; encouraging employee participation in crisis communication; and organizational accountability through words, actions and decisions during the crisis. As a theoretical implication, the results of this study indicate the need for crisis communication theories that emphasize employees as valuable assets to an organization

Everyday Life and Everyday Communication in Coronavirus Capitalism

In 2020, the coronavirus crisis ruptured societies and their everyday life around the globe. This article is a contribution to critically theorising the changes societies have undergone in the light of the coronavirus crisis. It asks: How have everyday life and everyday communication changed in the coronavirus crisis? How does capitalism shape everyday life and everyday communication during this crisis? Section 2 focuses on how social space, everyday life, and everyday communication have changed in the coronavirus crisis. Section 3 focuses on the communication of ideology in the context of coronavirus by analysing the communication of coronavirus conspiracy stories and false coronavirus news. The coronavirus crisis is an existential crisis of humanity and society. It radically confronts humans with death and the fear of death. This collective experience can on the one hand result in new forms of solidarity and socialism or can on the other hand, if ideology and the far-right prevail, advance war and fascism. Political action and political economy are decisive factors in such a profound crisis that shatters society and everyday life

Toward an Ethical Model of Effective Crisis Communication

The goal of this study was to develop and demonstrate a new ethical model for crisis communication. This article examined the crisis communication practices as well as literature and found essential elements—what, how, and when—for ethical and effective crisis communication. Based on these three variables, a new three‐part model, the TTR Test, was proposed, utilizing three principles: Transparency (what), Two‐way symmetrical communication (how), and Right time (when). To investigate how the test can be applied to the real world, this article examined BP\u27s crisis communication during the 2010 Gulf of Mexico oil spill

Crisis? What crisis?. How European professionals handle crises and crisis communication

A broad study in 43 European countries shows that 70% of communication professionals encounter at least one crisis a year, mostly institutional, related to the performance of the organization or a crisis in management or leadership. Organizational response and image restoration approaches are mainly based on information, sympathy and defense strategies. Traditional media relations and personal communication are the most important instruments used in crisis communication, while social media is used less often. The variation of crisis types, responses and instruments across European regions and types of organization indicate that economic and cultural aspects play a role in defining a crisis and communicating about it

ADVERTISING COMMUNICATION DURING CRISIS

Crisis communication and advertising communication are a priori diametrically opposed. Advertising is not the appropriate tool in times of crisis, but offers prospects that other tools do not possess. Despite its many faults, advertising can help a ″classic″ crisis communication. We will try to confront the general conclusions drawn about the relevance of the crisis advertising, with a particular situation, the global automotive market, customizing by the study of the crisis advertising played by the brand BMW. We will base our observations on a corpus of advertisements issued within the crisis global campaign ″Joy is BMW″, confronted with a renowned campaign conducted by BMW Group in 2001 and 2002, ″The Hire″.crisis communication; advertising communication; corporate image; stock market crash; crisis management; ConsumActor; non-media channels

Crisis translation: considering language needs in multilingual disaster settings

Purpose: The purpose of this conceptual paper is to highlight the role that language translation can play in disaster prevention and management and to make the case for increased attention to language translation in crisis communication. Approach: The article draws on literature relating to disaster management to suggest that translation is a perennial issue in crisis communication. Findings: Although communication with multicultural and multilinguistic communities is seen as being in urgent need of attention, we find that the role of translation in enabling this is underestimated, if not unrecognised. Value: This article raises awareness of the need for urgent attention to be given by scholars and practitioners to the role of translation in crisis communication

“Too good to be true!”: The effectiveness of CSR history in countering negative publicity

Corporate crises call for effective communication to shelter or restore a company’s reputation. The use of corporate social responsibility (CSR) claims may provide an effective tool to counter the negative impact of a crisis, but knowledge about its effectiveness is scarce and lacking in studies that consider CSR communication during crises. To help fill this gap, this study investigates whether the length of company’s involvement in CSR matters when it uses CSR claims in its crisis communication as a means to counter negative publicity. The use of CSR claims in crisis communication is more effective for companies with a long CSR history than for those with a short CSR history, and consumer skepticism about claims lies at the heart of this phenomenon

TK1951: an anatomy of crisis communication

This study focuses on how Turkish Airlines (THY) managed its communication strategy after the unfortunate accident of TK 1951 on February 25, 2009 near Amsterdam Schiphol Airport. Evaluating the efforts in a framework, authors set out to discuss THY’s performance in four important areas classified in eight headings: coordination of the messages, acknowledging uncertainty and taking responsibility, reaching the stakeholders and making use of online media tools. Hopefully, the results of this research will help THY and other airline companies to improve and develop their immediate crisis response strategies