The Handbook of Crisis Communication E-Book

• Herausgeber: John Wiley & Sons
• Kategorie: Geisteswissenschaft
• Serie: Handbooks in Communication and Media
• Sprache: Englisch

Seitenzahl: 1591

Veröffentlichungsjahr: 2011

Beschreibung

Written as a tool for both researchers and communication managers, the Handbook of Crisis Communication is a comprehensive examination of the latest research, methods, and critical issues in crisis communication. 

• Includes in-depth analyses of well-known case studies in crisis communication, from terrorist attacks to Hurricane Katrina
• Explores the key emerging areas of new technology and global crisis communication
• Provides a starting point for developing crisis communication as a distinctive field research rather than as a sub-discipline of public relations or corporate communication

Leseprobe

Contents

Notes on Contributors

Preface

Acknowledgments

IntroductionRobert L. Heath

Do We have a Commonly Shared Definition of Crisis?

Can We Approach Crises (Academic Study and Professional Best Practice) Without Suffering a Managerial Bias?

Can We Segment and Appropriately Research and Develop Crisis Planning in Three Phases?

Can We Develop Theory, Research, and Best Practices that Involve Process and Meaning?

Do We Have a Unique and Independent Crisis Literature and Crisis Theories, or Are They Derivative of Management Theory or Public Relations Theory?

What’s the Wisdom of Seeing and Building on the Interconnections between Crisis, Risk, and Issues?

What Outcomes are Used to Measure the Success or Failure of Crisis Response?

Concluding Thoughts and Final Challenges

References

Part I Crisis and Allied Fields

1 Parameters for Crisis CommunicationW. Timothy Coombs

Key Definitions for Crisis

Crisis Management Process

General Nature of Crisis Communication Research

Crisis Communication: Overview and History

Conclusion

References

2 Crisis Communication and Its Allied FieldsW. Timothy Coombs

Issues Management

Risk Management and Risk Communication

Reputation Management

Disaster Communication

Business Continuity

Summary

References

3 Crisis Communication Research in Public Relations Journals: Tracking Research Trends Over Thirty YearsSeon-Kyoung An and THuei Cheng

Literature Review

Research Questions

Method

Results

Discussion

Note

Appendix: Articles Analyzed

References

Part II Methodological Variety

4 Organizational Networks in Disaster Response: An Examination of the US Government Network’s Efforts in Hurricane KatrinaGabriel L. Adkins

Practical and Theoretical Considerations and Justifications

Defining “Disaster” and “Crisis”: Interrelationships between Disasters and Crises

A Brief Overview of Katrina Literature

Research Tools

Description of the Units of Analysis

Analysis of the Government Response to Hurricane Katrina

Discussion, Conclusions, and Future Research Directions

References

5 Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine’s Day 2007 CrisisGregory G. Efthimiou

JetBlue Takes Off

Analyzing the Case of the Valentine’s Day Massacre

The Perfect Storm

JetBlack and Blue

Misery Loves Coverage

Leveling Off

Regaining Altitude

In Retrospect

References

6 The Press as Agent of Cultural Repair: A Textual Analysis of News Coverage of the Virginia Tech ShootingsMohamad H. Elmasry and Vidhi Chaudhri

Chronology of Events at Virginia Tech

Conceptual Framework

Image Restoration and Crisis Communication

Method and Procedures

Findings

Discussion and Conclusion

Note

References

7 Are They Practicing What We Are Preaching? An Investigation of Crisis Communication Strategies in the Media Coverage of Chemical AccidentsSherry J. Holladay

Post-Crisis Communication Recommendations

Contents of Crisis Communication

Study 1

Study 2

General Discussion

References

8 Examining the Effects of Mutability and Framing on Perceptions of Human Error and Technical Error Crises: Implications for Situational Crisis Communication TheoryW. Timothy Coombs and Sherry J. Holladay

Study 1: Mutability and Why the Technical Error vs. Human Error Distinction Matters

Study 2: Understanding the Dynamics of Crisis Framing

References

9 How Do Past Crises Affect Publics’ Perceptions of Current Events? An Experiment Testing Corporate Reputation During an Adverse Event/.Drew Elliot

Review of the Literature

Hypotheses and Research Questions

Results

Discussion

Conclusion

References

10 Crisis Response Effectiveness: Methodological Considerations for Advancement in Empirical Investigation into Response ImpactTomasz A. Fediuk, Kristin M. Pace, and Isabel C. Botero

Situational Crisis Communication Theory

Crisis Communication Responses as a Unidimensional Variable

Considerations for Moving Forward

Conclusion

References

Part III The Practice

11 “We tell people. It’s up to them to be prepared.” Public Relations Practices of Local Emergency ManagersRobert Littlefield, Katherine Rowan, Shari R. Veil, Lorraine Kisselburgh, Kimberly Beauchamp, Kathleen Vidoloff, Marie L. Dick, Theresa Russell-Loretz, Induk Kim, Angelica Ruvarac, Quian Wang, Toni Siriko Hoanjj, Bonita Neff, Teri Toles-Patkin, Rod Troester, Shama Hyder, Steven Venette, and Timothy L. Sellnow

Local Emergency Management

Crisis, Risk, and Public Relations Theory

Method

Results

Discussion

Implications for Action

Limitations and Directions for Future Research

References

12 Thirty Common Basic Elements of Crisis Management Plans: Guidelines for Handling the Acute Stage of “Hard” Emergencies at the Tactical LevelAlexander G. Nikolaev

Statement of the Problem

Purpose of the Study

Methodology

Definitions and Research Questions

Literature Review

Results and Conclusions: Final Guidelines

References

Part IV Specific Applications

13 Oil Industry Crisis CommunicationMichelle Maresh and David E. Williams

Crisis Response Strategies

BP Texas City Crisis: Related History

British Petroleum Case History

The initial response

References

14 Educational Crisis Management Practices Tentatively Embrace the New MediaBarbara S. Gainey

Crisis Management Review

Crises in Educational Settings

Building Relationships, Community Engagement

Role of the Public Relations Manager in School Crisis Management

Engaging Key Stakeholders

Research Questions

Methodology

Survey Findings

Analysis of Web Pages

Discussion

References

15 FEMA and the Rhetoric of Redemption: New Directions in Crisis Communication Models for Government AgenciesElizabeth Johnson Avery and Ruthann W. Lariscy

FEMA and the 2007 California Wildfires

Crisis Within Crisis

Evolution of Model of Crisis Types

Responding to Crises

Public Agencies and Crises

Stakeholder Theory and Crises

Organizations and Redemption Rhetoric

Government Agencies as Unique Organizations

Note

References

Crisis Communication and Race

16 Effective Public Relations in Racially Charged Crises: Not Black or WhiteBrooke Fisher Liu

Literature Review

Methods

Findings

Discussing Race through SCCT Response Strategies

Public Relations Outlets Used to Respond to the Racially Charged Crises

Evaluating the Parties’ Responses: Media Coverage

Discussion and Conclusions

Final Thoughts

References

17 Public Relations and Reputation Management in a Crisis Situation: How Denny’s Restaurants Reinvigorated the Firm’s Corporate IdentityAli M. Kanso, Steven R. Levitt, and Richard Alan Nelson

Origins of Denny’s

Discrimination Allegations

More Negative Publicity

Early Attempts to End Discrimination Problems

Minorities and Denny’s Customer Base

Signing of a Consent Decree

Change in Denny’s Leadership

Importance of Diversity Training

Planning and Execution

Evaluation of Strengths and Weaknesses of the Campaign

Outcome

Discussion and Conclusions

Epilogue

Acknowledgment

References

Part V Technology and Crisis Communication

18 New Media for Crisis Communication: Opportunities for Technical Translation, Dialogue, and Stakeholder ResponsesKeri K. Stephens and Patty Malone

Technical Translation in Crisis Communication

Research Questions

Methods

Results

Discussion

Limitations and Opportunities for Future Research

References

19 Organizational and Media Use of Technology During Fraud CrisesChristopher Caldiero, Maureen Taylor, and Lia Ungureanu

Review of Literature

Methodology of the Study

Results

Discussion

Note

References

20 Organizational Use of New Communication Technology in Product Recall CrisesMaureen Taylor

Communicating about Crisis through Technology

Method

Results

Discussion

References

Part VI Global Crisis Communication

21 Crisis Communication, Complexity, and the Cartoon Affair: A Case StudyLinn Frandsen and Winni Johansen

Research Traditions within Crisis Communication

Towards a Multivocal Approach

The Rhetorical Arena (1): The Macro Model

The Rhetorical Arena (2): The Micro Model

Arla Foods and the Cartoon Affair: A Dialogue with Multiple Stakeholders

Conclusion: The Crisis after the Crisis

References

22 Crisis Communication and Terrorist Attacks: Framing a Response to the 2004 Madrid Bombings and 2005 London BombingsMaría José Canel and Karen Sanders

Crisis Communication and Terrorism

Examining Crisis Communication in Two Terrorist Attacks

Conclusion

Note

References

23 Negotiating Global Citizenship: Mattel’s 2007 Recall CrisisPatricia A. Curtin

Theoretical and Methodological Background

Case Study: Mattel

We Are Family: Global Citizenship Before the Crisis

Closing Family Ranks: Global Citizenship During the Crisis

Examining the Ethical Ramifications of Mattel’s Discourse

Note

References

24 Celebrating Expulsions? Crisis Communication in the Swedish Migration BoardOrla Vigsø

The Swedish Migration Board

“The Events”: A Short Overview

The Situational Context

The Kategoria Against the Migration Board

The Apologia of the Migration Board

The Apologia in Rhetorical Terms

The Contents of the Migration Board’s Apologia

The Apologia as an Answer toKategoria

The Constraints on Government Bodies in Crises

Concluding Remarks

References

Part VII Theory Development

25 Crisis Communicators in Change: From Plans to ImprovisationsJesper Falkheimer and Mats Heide

The Communicator’s Value Creation Practice

Crises Threaten the Normal Order

The Paradoxes of Crises

Centralization or Decentralization

Trust Capital is Central

Chaos

Loosely Coupled Systems

The Art of Improvisation

Requisite Variety

The Mantra within Crisis Communication: Then and Now

References

26 Contingency Theory of Strategic Conflict Management: Directions for the Practice of Crisis Communication from a Decade of Theory Development, Discovery, and DialogueAugustine Pang, Tan Jin, and Glen T. Cameron

Developing A New Theoretical Perspective

Theory to Inform Crisis Communication Practice

Redefining Communication During Crises: The Beginnings of Contingency Theory (1997–2001)

Testing and Expounding the Contingency Theory (1998–2001)

Theory Development: Structural Analyses of Contingency Factors (2001–2006)

Stance Movements (2004–2007)

What Does It Mean for Crisis Communication?

References

27 Crisis-Adaptive Public Information: A Model for Reliability in ChaosSuzanne Horsley

Literature Review

Method and Research Questions

Generating a Model of Crisis Adaptive Public Information

Conclusion

References

28 Communicating Before a Crisis: An Exploration of Bolstering, CSR, and Inoculation PracticesShelley Wigley and Michael Pfau

Exploring Additional Strategies to Traditional Crisis Management

Methodology

Results

Discussion

References

29 Who Suffers? The Effect of Injured Party on Attributions of Crisis ResponsibilitySun-A Park and María E. Len-Rios

Literature Review

Method

Results

Discussion

Appendix A

Appendix B

Appendix C

Appendix D

References

30 The Dialectics of Organizational Crisis ManagementCharles Conrad, Jane Stuart Baker, Chris Cudahy, and Jennifer Willyard

Globalized Structures and Crisis Management

Organizational Rhetoric and Corporate-State Alliances

Organizational Rhetoric and Interorganizational Alliances

Case Studies

Notes

References

31 Exploring Crisis from a Receiver Perspective: Understanding Stakeholder Reactions During Crisis EventsTomasz A. Fediuk, W. Timothy Coombs, and Isabel C. Botero

The Trigger Event: Organizational Crisis

The Evaluation Process

Affective Reactions

Outcomes

Discussion

Notes

References

32 Credibility Seeking through an Interorganizational Alliance: Instigating the Fen-Phen Confrontation CrisisTimothy L. Sellnow, Shari R. Veil, and Renae A. Streifel

Database and Procedures

Credibility through Interorganizational Relationships

Perceptions of MeritCare’s Staff

Capitalizing on Mayo’s credibility

Conclusions and Implications

Note

References

Part VIII Future Research Directions

33 Future Directions of Crisis Communication Research: Emotions in Crisis - The Next FrontierTan Jin and Augustine Tang

Integrated Crisis Mapping Model

Operationalization of the ICM Model

What ICM Has Revealed So Far

Importance of Emotion Research in Crisis: Discovering the Map to Publics’ Hearts

References

34 Complexity and Crises: A New ParadigmDawn R. Gilpin and Tríscala Murphy

Theorizing Complexity

Knowledge and Learning in Crisis Management and Complexity

The Intersection of Strategic and Complexity Based Crisis Management

References

35 Considering the Future of Crisis Communication Research: Understanding the Opportunities Inherent to Crisis Events through the Discourse of RenewalRobert R. Ulmer, Timothy T. Sellnow, and Matthew W. Seeger

Discourse of Renewal

Positive organizational rhetoric

Summary of DR

Implications of DR for Research and Practice in Crisis Communication

References

36 Toward a Holistic Organizational Approach to Understanding CrisisMaureen Taylor

Changing the Focal Point of Crisis Communication Research

Enacting a Holistic Organizational Approach to Crisis Research: Theories and Methods

References

37 What is a Public Relations “Crisis”? Refocusing Crisis ResearchMichael L. Kent

What’s in a Definition?

A Crisis for Whom?

A Focus on Heuristics

Conclusion and Directions for the Future

References

38 Crisis and LearningLarsâke Larsson

Theories and Models

What is Learning?

Studying Learning: What, Where, and How?

What Has Been Learned?

The Swedish Example

References

39 Pursuing Evidence-Based Crisis CommunicationW. Timothy Coombs

An Evidence-Based Approach to Crisis Communication

Crisis Communication Research: The Foundation

The Future of Crisis Communication Research

Conclusion

References

Afterword

Name Index

Subject Index

Handbooks in Communication and Media

This series aims to provide theoretically ambitious but accessible volumes devoted to the major fields and subfields within communication and media studies. Each volume sets out to ground and orientate the student through a broad range of specially commissioned chapters, and also to provide the more experienced scholar and teacher with a convenient and comprehensive overview of the latest trends and critical directions.

The Handbook of Children, Media, and Development, edited by Sandra L. Calvert and Barbara J. Wilson

The Handbook of Crisis Communication, edited by W. Timothy Coombs and Sherry J. Holladay

Forthcoming

The Handbook of Critical Intercultural Communication, edited by

Rona Halualani and Thomas Nakayama

The Handbook of Global Communication and Media Ethics, edited by

Robert Fortner and Mark Tackier

The Handbook of Global Research Methods, edited by Ingrid Volkmer

The Handbook in International Advertising Research, edited by Hong Cheng

The Handbook of Internet Studies, edited by Robert Burnett, Mia Consalvo,

and Charles Ess

The Handbook of Rhetorical and Public Address, edited by Shawn Parry-Giles

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Library of Congress Catalojying-in-Publication Data

The handbook of crisis communication / edited by W. Timothy Coombs and Sherry J. Holladay.p. cm. — (Handbooks in communication and media)Includes bibliographical references and index.ISBN 978-1-4051-9441-9 (hbk. : alk. paper) 1. Crisis management.2. Communication in management. I. Coombs, W. Timothy.II. Holladay, Sherry J.HD49.H35 2010658.4′5—dc222009041493

A catalogue record for this book is available from the British Library.

Notes on Contributors

Gabriel L. Adkins (MA, Wichita State University) is currently a doctoral candidate at the University of Oklahoma. His research interests include organizational communication, interorganizational networking, intercultural communication, crisis communication, and communication technology. His other forthcoming publications examine issues such as the role of communication and technology in business continuity planning, employee resistance to organizational control of non-work-related behaviors, and the role of communication technology in advancing monoculturalism and cyborgism in postmodern society. His most recent work involves an examination of the role of collaborative relationship building among interorganizational networks in disaster planning and the development of resistant and resilient communities.

Seon-Kyoung An (PhD, University of Alabama) is a research assistant at the University of Alabama, Tuscaloosa, Alabama. Her research interests include crisis communication, organizational response strategies, anger and emotion management, new technologies and online communication, advertising and public relations effects, news frames, entertainment-education campaigns, and health communication. Her work has appeared in Public Relations Review, Korean Journal of Journalism and Communication Studies, Korean Journal of Public Relations Research, and Speech and Communication. Before joining the doctoral course in the University of Alabama in 2006, she was an instructor in Kyung Hee University and Seoul Women’s University, and participated as a research fellow in various research projects sponsored by the Korean Broadcasting Institute, Brain Korea 21 Project, Korean Broadcasting Advertising, and Government Youth Commission.

Elizabeth Johnson Avery (PhD, University of Georgia) is an Assistant Professor in the School of Advertising and Public Relations in the College of Communication and Information at the University of Tennessee. Dr. Avery’s research utilizes persuasion and public opinion theory to enhance public relations practice and research, specifically in political and public health campaign contexts, including negativity in political campaigns, young voters’ political involvement, reaching disparate populations with health information, health crisis communication, practice of public information officers at health departments, and use of new technology for health information. Her research has been published in the Journal of Public Relations Research, Public Relations Review, Public Relations Journal, Journalism and Mass Communication Educator, Health Communication, Journal of Current Issues and Research in Advertising, Journal of Advertising, Cancer Control, and Information, Communication and Society.

Jane Stuart Baker (MA, University of Houston) is a doctoral candidate in organizational communication at Texas A&M University and will begin a faculty position at the University of Alabama in fall 2009. Her current research program addresses issues of diversity and group communication in organizations. Her dissertation is titled, “Are We Celebrating Diversity or Conformity? A Bona Fide Group Perspective of Corporate Diversity Networks.” Her work has appeared in Rhetorical and Critical Approaches to Public Relations and Applied Health Communication. In 2006, she was granted the John “Sam” Keltner Award for Most Outstanding Student Paper by the Peace and Conflict Division of the National Communication Association.

Kimberly Beauchamp (BS, North Dakota State University) is currently a graduate student at NDSU with specific interests in risk and crisis communication, health communication, emergency preparedness, food safety, and food protection and defense. She is completing a double MS degree in mass communication and food safety at NDSU. Beauchamp is a 2007–9 National Needs Fellow through the Great Plains Institute of Food Safety. She currently serves as the Budget Director and Information Officer for the Risk and Crisis Communication Project Office -NDSU site under the direction of Robert S. Littlefield, and participates in research funded by the Department of Homeland Security.