An Analytic Framework for Crisis Situations: Better Responses From a Better Understanding of the Situation

Impacts of Reputation for Quality on Perceptions of Company Responsibility and Product-related Dangers in times of Product-recall and Public Complaints Crises: Results from an Empirical Investigation

“…A crisis-specifi c analysis of reputation could shed light on these Janus-faced effects (cf. Coombs, 1998Coombs, , 2007.…”

How Activists Shape CSR: Insights from Internet Contagion and Contingency Theories

“…Does it seem appropriate that challenger is representing a particular social or environment issue? (Coombs, 1998). Contingency Theory refers to this as credibility.…”

Crisis Communication Response and Political Communities: The Unusual Case of Toronto Mayor Rob Ford

“…In particular, William L. Benoit and W. Timothy Coombs have described and classified strategies typically used by public relations practitioners in a wide range of case types (Benoit, 1982(Benoit, , 1995(Benoit, , 1997a(Benoit, , 1997b(Benoit, , 2000(Benoit, , 2006a(Benoit, , 2006bBenoit & Anderson, 1996;Coombs, 1995Coombs, , 1998Coombs, , 1999aCoombs, , 2006. Benoit's (1997b) goal has been to determine the best message responses to prevent image damage and to repair images after a crisis.…”

“…Coombs (1995) expands on Benoit's work, dividing the whole range of possible responses into five categories: Nonexistence Strategies, Distance Strategies, Ingratiation Strategies, Mortification Strategies, and Suffering Strategy. Within these categories, some of the strategies a PR professional may employ include denial, attack, minimizing the injury, denial of intention, bolstering, and transcendence, among others (Coombs, 1995(Coombs, , 1998(Coombs, , 1999aCoombs & Holladay, 2002). In the Ford video case, Rob Ford denied, avoided, and then expressed mortification.…”