From liftoff to landing: NASA's crisis communications and resulting media coverage following the Challenger and Columbia tragedies

Martin, Ryan M.; Boynton, Lois A.

doi:10.1016/j.pubrev.2005.02.014

Cited by 42 publications

(15 citation statements)

References 12 publications

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“…To analyze ongoing conversations that construct organizational legitimacy (Schultz et al, 2013), we selected those tweets that included a hashtag (e.g., #italybank or #statehelp). Furthermore, we excluded all tweets Martin & Boynton, 2005) Statistical software for data management and statistical analysis, such as RATE (e.g., Singh, Tucker, & House, 1986) Statistical software for data management and quantitative analysis, such as SPSS, SPSS, STATA, SAS, or R (e.g., MacMillan, Money, Downing, & Hillenbrand, 2005) Software based on programming languages, such as Python, that are able to process huge amounts of data (e.g., Castelló et al, 2016) Unit of analysis News media article (e.g., Deephouse & Carter, 2005) Reports, rankings, ratings, institutional linkages (e.g., Baum & Oliver, 1991) Survey items covering an organizational aspect (e.g., Helm, 2007) Comments, such as tweets, Facebook posts, blog posts, and so on (e.g., Castelló et al, 2016 ordinal variables, such as qualification of adjectives, "good environmental actions", "bad environmental actions" (e.g., Brown & Deegan, 1998) Binary variable about absence or presence of regulator's actions, accreditation, collaborative relations or registration of licenses (e.g., Ruef & Scott, 1998); ordinal variable (e.g., Deephouse & Carter, 2005) Ordinal variable, typically Likert-type scale for various items representing organizational aspects/ dimensions (e.g., Fombrun, 2007); from three (Highhouse et al 2009) to 51 items (Davies, Chun, Da Silva, & Roper, 2003) Scale variable with the sentiment score that variate...…”

Section: Methodsmentioning

confidence: 99%

Measuring Organizational Legitimacy in Social Media: Assessing Citizens’ Judgments With Sentiment Analysis

et al. 2016

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Conventional quantitative methods for the measurement of organizational legitimacy consider mainly three sources that make judgments about organizations visible: news media, accreditation bodies, and surveys. Over the last decade, however, social media have enabled ordinary citizens to bypass the gatekeeping function of these institutional evaluators and autonomously make individual judgments public. This inclusion of voices beyond functional and formally organized stakeholder groups potentially pluralizes the ongoing discussions about organizations. The individual judgments in blogs, tweets, and Facebook posts give indication about the broader fit between an organization’s perceived behavior and heterogeneous social norms and therefore constitute an indicator of organizational legitimacy that can be accessed and measured. We propose the use of social media data and sentiment analysis to study the affect-based responses to organizational actions by citizens. We critically discuss and compare the method with existing quantitative methods for legitimacy measurement and apply them to a recent case in the banking industry. We discuss the value of the method for studying the process of legitimacy construction as the expression and negotiation of normative judgments about organizations by various evaluators.

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Section: Methodsmentioning

confidence: 99%

Measuring Organizational Legitimacy in Social Media: Assessing Citizens’ Judgments With Sentiment Analysis

et al. 2016

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“…The organizational perspective is not the only way that researchers study crisis communication. As Martin and Boynton (2005) pointed out, now the "focus of crisis communication has shifted from the organization to those with an interest in the organization" (p. 6). Those interested parties are called stakeholders, which better reflects the definition of public relations as relationship management.…”

Section: Stakeholder Theorymentioning

confidence: 99%

“…At the heart of stakeholder theory is the belief that stakeholders are affected by corporations, but that corporations are also affected by stakeholders (Martin & Boynton, 2005). A corporation should-and indeed, must-live in harmony with its stakeholders if it is to derive the maximum benefit from society (profit) while providing the maximum benefit to society (safe products and services).…”

Section: Stakeholder Theorymentioning

confidence: 99%

How Do Past Crises Affect Publics' Perceptions of Current Events? An Experiment Testing Corporate Reputation during an Adverse Event

Elliot

2010

The Handbook of Crisis Communication

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Previous research in crisis communication has shown that a corporation's history of crises has a damaging effect on reputation during a current crisis. This study uses an experiment with student subjects testing not only the effect of a corporation's own crises on reputation, but also the reputational effect of a corporation without a crisis history but in an industry with a history of similar crises, called extraorganizational crisis history. Findings of this experiment show that publics' knowledge of extraorganizational crisis history may protect an organization's reputation in a crisis. Theoretical and practical implications of this finding are discussed and further research is suggested. CHAPTER 2 REVIEW OF THE LITERATURE Early Scholarship Much of the early scholarship examining crisis communications came from the perspective of the speech communications academic discipline. In what now can be seen as a seminal work in crisis communications, Ware and Linkugel (1973) wrote an article in the Quarterly Journal of Speech that began to bridge the gap between speech and communication studies and nascent public relations scholarship. Looking mostly at modern American speeches by Clarence Darrow, Eugene V. Debs, Edward Kennedy, and others, the authors examined apologia as a communicative tool to lessen reputational damage. An apologia was defined as "the speech of self-defense" (p. 273), usually through a justification of one's actions; apologiae may or may not contain an apology (Hearit 1994). Ware and

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“…Also relevant is the public relations crisis: a situation in which an organization suddenly must engage in communication to offset a surge in negative publicity. Five practical guidelines have been proposed to guide public relations strategies to minimize the risk of negative press: (1) prompt response, (2) truth/avoidance of absolutes, (3) constant flow of information, (4) concern for victims and their families, and (5) choice of appropriate spokesperson(s) (Martin & Boynton, 2005). These guidelines advise organizations in dealing with the press rather than communicating directly with the public, but a recent trend is to use the Internet for unmediated and interactive communication with the public, although this is an extra component of a traditional media‐centered strategy, not a dominating piece (Taylor & Perry, 2005).…”

Section: Literature Reviewmentioning

confidence: 99%

RUOK? Blogging Communication Technologies During Crises

Thelwall

Stuart

2007

Journal of Computer-Mediated Communication

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This article compares communication technologies within and across crises, using evidence from contemporary postings in 68,022 blogs and news feeds and using a semiautomatic method to detect words that increase in usage during a crisis. Three case studies from 2005 are used: the July 7 London attacks, the New Orleans hurricane, and the Pakistan-Kashmir earthquake. The results highlight the information provision importance for bloggers of Web 2.0 resources such as Wikinews, the Wikipedia, and the Flickr picture sharing site, although these still play a minor role in comparison to the mass media. Some personal communication methods were also mentioned significantly, including SMS and cellphones, but the newest technologies of those mentioned were all Web 2.0. The importance of electronic communication for bloggers was found to depend on the nature of the crisis: For example, despite the heavy Pakistan-Kashmir earthquake death toll, there was relatively little interest in related communication issues from English language bloggers and news sources.

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From liftoff to landing: NASA's crisis communications and resulting media coverage following the Challenger and Columbia tragedies

Cited by 42 publications

References 12 publications

Measuring Organizational Legitimacy in Social Media: Assessing Citizens’ Judgments With Sentiment Analysis

Measuring Organizational Legitimacy in Social Media: Assessing Citizens’ Judgments With Sentiment Analysis

How Do Past Crises Affect Publics' Perceptions of Current Events? An Experiment Testing Corporate Reputation during an Adverse Event

RUOK? Blogging Communication Technologies During Crises

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