Reputational Crisis Management: Co-authors monograph

Abstract

International audienceКолективната монография „Управление на репутационни кризи” обобщава научните резултати от изследванията в докторската програма по медии и комуникации на Софийския университет в дисциплините „Кризисен мениджмънт – управление на репутационни кризи” и „Кризисен пъблик рилейшънс”, ръководени от проф. д-р Чавдар Христов. Включва следните аспекти: Организационна репутация; Глобализация на репутационните кризи; Алгоритъм за измерване на репутационни кризи; Методологична рамка на изследването на казуси (case studies); Управление на репутация, рискове и кризи; Управление на репутацията чрез жизнения цикъл на риска; Слуховете – външна заплаха за репутационна криза; Троловете и хакерите – външни заплахи за репутационна криза; Компютърните вируси и организационната репутация; Политическата карикатура и глобалните репутационни кризи; Репутационни аспекти на терористичните кризи; Репутационните кризи в туризма – „Брекзит” и гръцката финансова криза; Репутационна криза на държавните институции в България – бежанската криза; Репутационна криза на политическата власт в България – протестите #ДАНСwithme.Table of Contents PREFACE 1. ORGANIZATIONAL REPUTATION: COMMUNICATION AND MANAGEMENT ASPECTS. GLOBALIZATION OF REPUTATIONAL CRISES. Chavdar Hristov 1.1. Defining Organizational Reputation 1.2. Reputation from the Perspective of Mass Perceptions and Behavior 1.3. Reputation in Relation to the Corporate Image and Brand 1.4. Reputation as Added Value 1.5. Reputation as Unity between Presentation, Behavior and Communication 1.6. Managerial Aspects of Organizational Reputation 1.7. Globalization and Reputational Crises: Digitalization and Information Leaks 2. REAL, MEDIA‐REPORTED AND REPUTATIONAL CRISES. CRISIS MEASUREMENT. Chavdar Hristov 2.1. Real, Media‐Reported and Reputational Crises 2.2. Algorithm for Measurement and Analysis of Reputational Crises 2.3. Measuring and Investigating Crisis Situations 2.4. Conclusions and Implications 3. METHODOLOGICAL FRAMEWORK. Chavdar Hristov and Kalin Kalinov 3.1. Why case studies? 3.2. Research Design 3.3. Research Protocol 3.4. Validity Indicators 4. MANAGING REPUTATION, RISKS AND CRISES. THE FOUR CATEGORIES OF REPUTATIONAL RISKS AND GUIDELINES FOR THEIR MANAGEMENT. Petar Kardzhilov 4.1. The Term “Reputation” 4.2. Four Aspects of the Reputation Strategy 4.3. Contemporary Challenges in Reputation Management 4.4. Problem Management and Crisis Management 4.5. Four Categories of Reputational Risks 4.6. Guidelines for Managing Different Categoriesof Reputational Risks 4.7. Interconnected Risks 4.8. The Nuclear Disaster in Fukushima 4.9. Conclusion 5. MANAGING REPUTATION THROUGH THE LIFE CYCLE OF RISK. PREDICTING, PREVENTING AND RESOLVING REPUTATIONAL RISK. Petar Kardzhilov 5.1. Life Cycle of the Reputational Risk 5.2. Predicting Reputational Risks 5.2.1. External Radar for Reputational Risks and Horizon Scanning 5.2.2. Internal Radar for Reputational Risks 5.2.3. Risk Analysis 5.2.4. Evaluating Reputational Risk 5.3. Preventing Reputational Risks 5.3.1. Architecture of Reputational Risk Management – “Hard” Intervention for Reputational Risks Prevention 5.3.2. Reputational Behavior, Leadership and Training – “Soft” Intervention for Reputational Risk Prevention 5.3.3. Organizational Social Responsibility (Corporate Citizenship) 5.4. Solving Reputational Risks 5.5. Conclusion 6. RUMOURS AS AN EXTERNAL THREAT, LEADING TO REPUTATIONAL CRISES. Plamen Atanasov 6.1. Defining Rumor 6.2. Are Fake News a Rumor 6.3. Rumor from the Reputation Building Perspective 6.4. Rumor and Reputational Crises 6.5. Rumor and Intangible Assets 6.6. Rumors in the Cyberspace Extended Communication 6.7. Conclusion 7. TROLLS AND HACKERS‐ EXTERNAL THREATS LEADING TO REPUTATIONAL CRISES. Plamen Atanasov 7.1. Defining Hackers and Trolls or Why the Rumor, Hackers and Trolls are Major Threats for the Reputation in the Modern World 7.2. Correlating Hackers’ and Trolls’ Actions with Reputational Crises 7.3. Conclusion 8. COMPUTER VIRUSES AND WHY THE ORGANISATION REPUTATION SUFFERS. Plamen Atanasov 8.1. Defining Computer Viruses 8.2. Viruses from the Reputation Management Perspective 8.3. Protecting the Organizational Reputation from Virus Damage 8.4. Conclusion 9. THE IMPACT OF THE POLITICAL CARTOON ON GLOBAL REPUTATION CRISIS. Boyan Georgiev 9.1. Theoretical Framework and Methodology 9.2. Presenting the Cases of the Danish Newspaper “Jyllands‐Posten” and the French Weekly “Charlie Hebdo” 9.3. Key Variables Impacting the Development of the Crisis 9.4. Newspaper Characteristics 9.5. Characteristics of the Cartoons in the Cases 9.6. Reputation 9.6.1. National Reputation Before the Crisis 9.6.2. Abrupt Changes in the Organization’s Image 9.7. Crisis Communication 9.7.1. Communication Strategy for Managing the Reputational Crisis 9.7.2. Goals and Analysis of the Undertaken Crisis Communication 9.7.3. Evaluating the Reaction in Terms of National Image Restoration 9.7.4. Post‐Crisis Solutions 9.8. Reputational Ingredients: Presentation, Behavior, Communication 9.9. Implications 9.10. Conclusion 10. REPUTATIONAL ASPECTS OF TERRORIST CRISES. Kalin Kalinov 10.1. Recent Data on Terrorist Attacks Worldwide 10.2. Methodology of the Research of the Cases: Manchester 2017 and Charlie Hebdo 2015 10.3. Crisis Analysis: Manchester 2017 10.4. Crisis Analysis: Charlie Hebdo 2015 10.5. Conclusion 11. REPUTATIONAL CRISES IN TOURISM: SPECIFICS AND FEATURES. Hristina Slavova and Kalin Kalinov 11.1. Stability, Crises and Reputation in Tourism 11.2. Basics of Tourism Crisis Communication 11.3. Methodology and Definition of Reputational Crises in Tourism 11.4. Crisis Analysis: Brexit 11.5. Crisis Analysis: The Greek Debt Crisis 11.6. Comparative Analysis of the Crises in the British and Greek Tourism 11.7. Conclusion 12. REPUTATION CRISIS OF STATE INSTITUTIONS IN THE SECURITY SECTOR IN BULGARIA – THE REFUGEE CRISIS AS A TRIGGERING EVENT. Boyan Georgiev 12.1. The European Refugee Crisis (2011‐2015) as Research Object 12.2. Importance of Refugee Crises 12.2.1. Importance of the Crises for Bulgaria (2013–2015) 12.2.2. Reputational Importance of the Crises 12.2.3. Importance of the Crises for Government Communication in the Field of Security 12.3. Reputational Crises Triggered by the Refugees Issue 12.4. Research Methodology 12.5. Measuring the Crises in Phase A (July – December 2013) and Phase B (March 2014 – March 2015) 12.6. Comparative Analysis of the Two Cases 12.7. Key Variables in Both Cases 12.8. Crisis Communication in Both Cases 12.9. Evaluation of the Organization’s Response 12.10. Communication Strategy for Managing Reputational Crisis 12.11. Reputation Building Prior to the Crisis 12.12. Sudden Changes in the Image of Bulgaria 12.13. Factors Impacting the Reputation of the Researched State 12.14. Reputational Ingredients. Presentation, Behavior, Communication 12.15. Implications from the Research Goals 12.16. Conclusion 13. THE #DANSWITHME PROTESTS AS THE BEGINNING OF THE INSTITUTIONAL REPUTATION CRISIS IN BULGARIA. MODEL OF MEDIA IMPACT IN CRISES. Ina Bacheva 13.1. Introduction 13.2. Methodology and Concepts 13.3. Case Study: Mass Protests of 2013 – “Let’s Set the Monopolies on Fire” and “DANSwithme” 13.4. Protests #DANSwithme in 2013 and the Political Crisis in Bulgaria 13.5. The New Communication Environment and the Place of the Media. Influence Model 13.6. Classification of the Influence of Journalistic Tactics in Crisis Reporting 13.7. Model of Media Influence 13.8. Measuring the Crisis with the Appointment of Delyan Peevski as an Argument for Media Influence 13.9. Implications 13.10. Conclusion CONCLUSION BIBLIOGRAPHY SUMMAR