The way of conducting communication during the image crisis is a special type of challenge for the company. Lack of preparation of the company for proper communication management may be crucial in averting and/or reducing the effects of crises. The paper presents the results of research conducted among experts from the PR industry and representatives of the largest Polish enterprises from the 500 List compiled by “Rzeczpospolita” daily newspaper. The vast majority of Polish enterprises show an open-minded approach to crisis communication. Companies from oppressive industries, where crises occur more often, are better prepared for crisis communication. The determinants of effective communication in the situation of image threats are, according to the leaders of public relations agencies, anti-crisis preparation, presence of procedures, openness and honesty in communication processes as well as quick response time.
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This research is an analytical review of the Crisis management strategies and plans implemented by the Fonterra Sri Lanka during its 2013 crisis of the contamination of toxic chemicals in its dairy products. It suggests that ample comprehension of joint operations and usage of diverse media capabilities to provide swiftly accurate communications help organizations in crisis to restore the consumer confidence and their market values. On 2013 Fonterra Sri Lanka had remove its products from the market due to a toxic chemical contamination incident. The incident wen media viral on overnight and threatened the business in to a devastating level. However, as the crisis grew Fonterra Sri Lanka responded successfully with quick and accurate facts & adjustments. They also implemented management plans that helped the company in damage control and retrieving consumer confidence. Using the theories of Mass Communication this research paper examines the effect of cross-field crisis management communication strategies implemented by the Fonterra Sri Lanka. The research was conducted using the Interviews as its primary methodology of data gathering. It also analyzed the news articles made by the national newspapers and the press release of the organization about the incident and its stakeholders. Crisis communication strategies adopted by the Fonterra Sri Lanka are then analyzed according to the Theory of image restoration, and Situational Crisis Communication Theory. The purpose of this paper is to provide a theoretical basis for techniques and strategies that will prepare commercial organizations for damage control in future crisis.
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Çelebi, E. (2018) "Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies", Journal of Communication Theory & Research 46, p. 275-290
In this study, the effects of organization-public relationship and crisis communication strategies on audience perception and attitudes during a crisis have been investigated experimentally. In the context of the research, an university in Turkey was selected as the organization and students were selected as target groups, and Coombs’ situational crisis communication theories have been tested an experimental study carried out with 97 students. Students were divided into 8 groups according to different corporate reputation and relational satisfaction perceptions; a crisis situation was created, and a different crisis communication strategy was applied to each group. According to the research results, no matter what the thoughts were before the crisis, crisis communication strategy doesn’t reduce the responsibility of the organization in crisis, and it doesn’t affect the minds of the audience, but the perception of corporate reputation and sense of relational satisfaction affect the credibility and confidence of the organization’s words and actions. Regardless of the corporate reputation and relational satisfaction, the strategy of denying the crisis gave the highest accusation score, and the messages given to reduce the negative consequences of the crisis were found effective within each group. The reason for this is that participants weren’t concerned about the cause of the crisis; they were concerned only with the messages to reduce the harmful effects of the crisis.
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Psychology and Education
Traditionally the research on crisis communication was targeted to public and private organizations' but there is a limited awareness on crisis communication from the perspective of Indian brands.It is considered as a powerful strategic approach to reach the existing and prospective target audience during troublesome situations. Whenever a crisis occurs, there is a need of proactive, swift and comprehensive communication. In India, now days every brand has started thinking about an emergency communication plan that they may use whenever needed. Since it's all about a brand's repute when a crisis occurs, it becomes crucial to communicate with the masses addressing their immediate concerns and counter false information, ensuring that the communication language remains consistent throughout. Advertising is the key focus here since it plays a fundamental role at the junction of mass interaction. In present scenario, Social media platforms has turned out to be expedient tool for crisis communicating. But along with it, identifying the facts about the crisis and its significance is equally essential. This paper thus aims to bring forth tools and tactics of communication being used by brands before and after crisis. To better understand how this issue may affect the decisionmaking outcomes, Qualitative research approach will be taken to investigate judgement by observing & interviewing domain experts. Primary & Secondary data will help to evaluate the crisis response strategies taken by some power brands of India. Case study approach will yield the desired level of detail & understanding. Conclusions point out the glaring fact that all the brands that are involved in crisis communication have been successful in retaining their social identity and acceptance with high ethical standards in regard to social responsibility. Recommendations for how crisis communication can be further improvised in practice are discussed as well as suggestions for future research are provided.
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Public Relations Review
