Hierarchical consistency of strategies in image repair theory: PR practitioners’ perceptions of effective and preferred crisis communication strategies

Ferguson, Denise P.; Wallace, Juliane P.; Chandler, Robert C.

doi:10.1080/1062726x.2018.1545129

Cited by 29 publications

(26 citation statements)

References 39 publications

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“…Silence is anti-thesis to what is considered a hallmark of crisis communication, which is constant communication (Seeger, 2006). Where silence had been examined, it was not found to be effective (Benoit & Drew, 1997; Ferguson et al, 2018). For all intents and purposes, the silence discussed by Ferguson et al (2018) can be classified as “natural silence” (Penuel et al, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

“…First, this study contributes to what Maier and Crist (2017) described as interests by communication scholars to examine strategies used. Ferguson et al (2018) argued that the discussion of the use of silence in crisis communication has been “limited” (p. 9). This study addresses the call by professionals and scholars to examine the use of silence (Kim et al, 2004) as a strategy.…”

Section: Introductionmentioning

confidence: 99%

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Breaking the Sound of Silence: Explication in the Use of Strategic Silence in Crisis Communication

Pang

Jin

Seo

et al. 2021

International Journal of Business Communication

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Crises present organizations with the “rhetorical exigency” to enact control. Silence is not an option. This study, as the first empirical examination of Author A’s seminal study on silence in crisis communication, examines, first, if silence can be strategically used as a bona fide strategy; second, under what circumstances should silence be broken; and third, when silence is broken, how it affects (a) organizational reputation, (b) societal risk perception, and (c) the publics’ crisis information sharing intention. An online experiment was conducted using a nationally representative sample in the United States. Participants were recruited in 2019 via a Qualtrics panel. The stimuli used in this study consisted of two components: (1) an explanation about a fictitious company; and (2) two types of silence breaking (forced vs. planned) embedded in each stimulus accordingly after the same crisis incident. Four hypothesis were conceptualized. They were all supported. Collectively, they showed that the effect of silence-breaking type on crisis information sharing intention was mediated by societal risk perception, which is conditioned by participants’ level of perceived organizational reputation. Silence, or failure to fill the information vacuum, has not been an option to consider thus far as it suggests the organization is “not in control.” However, this study suggests the types of silence organizations can adopt and the modes the organizational silence can be broken. It provides a new lens for organizations to engage in business communication.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Breaking the Sound of Silence: Explication in the Use of Strategic Silence in Crisis Communication

Pang

Jin

Seo

et al. 2021

International Journal of Business Communication

View full text Add to dashboard Cite

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“…Maintain and strengthen the relationships an organisation and it's public or employing communication strategies might be the best protection for repairing and sustaining positive reputation in the long run (Ferguson, Wallace & Chandler, 2018 Using crisis communication strategies and apology is related to restore or repair corporate reputation in the face of public (Greenberg & Elliott, 2009). When the image of individuals or organisations is threatened by the crisis, they need to respond and defend their image, and present explanations, an excuse for behaviour, apologies, justifications, and rationalisations (Roberts, 2006).…”

Section: Crisis and Communication Responsementioning

confidence: 99%

Indonesian Crisis Communication Response after Deliberate Forest Fires and Transboundary Haze

Arandas¹,

Ling²

2020

JKMJC

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The issue of deliberate forest fires that set illegally in Indonesia by plantation companies in their slash-and-burn forests to clear lands for lucrative palm oil plantations and its caused transboundary haze became a hot issue for discussion. These fires have a negative influence on Indonesia and its neighbourhood countries, especially on their financial and human resources such as environment, economy, properties, and people. Using the right strategies in responding to any crisis determines the success of its management and coping with that crisis with minimal losses. This study aimed to examine the communication crisis response by Indonesia to this crisis by using image repair theory. Also, this study examined how image repair strategies were used by Indonesia. This study analysed the content of news stories from the website of the New Straits Times newspaper. The time frame of this study was from 2015 to 2019. A total of 87 news stories have pertained to Indonesian response, and 37 stories included image repair strategies. Among the strategies of image repair theory, corrective action strategy was the most dominant with 70%, followed by 10.8% for each shift the blame and attack accuser. The least used strategies were mortification and simple denial with 5.4% and 2.7% respectively. Keywords: Indonesia, crisis communication, image repair, transboundary haze, deliberate fires.

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“…It is critical to understand the general public's reaction to an emergency so that crisis management can plan and implement a crisis response strategy. Public relations professionals are essential in spreading the information and keeping stakeholders happy (Ferguson et al, 2018). Much of the literature on social media involvement in crisis management has focused on stakeholder relationships (Meer et al, 2017;Hellsten et al, 2019;Plessis, 2018).…”

Section: Introductionmentioning

confidence: 99%

Revisiting Social Media Crisis Communication Model for Building Resilience via Artificial Neural Network Analysis

Bukar¹,

Jabar²,

Sidi³

et al. 2021

IJARBSS

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The devastating effects of crises and how social media usage assists or informs stakeholders are attracting attention recently. This study explored the literature on social media crisis communication and resilience and evaluated the predictors of public resilience and the impact of social media activities on public resilience. Using the artificial neural network (ANN) approach, this study sought to determine the effect of the crisis, crisis response, and social media interaction on public resilience. The ANN evaluates the mean value of the normalized performance from ten neural networks generated through cross-validation. The results indicate crisis response and social media interaction as the most significant predictors of resilience. Also, the findings show that it is desirable to continue studying the public's roles, motives, and actions on social media. The study offered theoretical justification to advance effective social media crisis management and communication.

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Hierarchical consistency of strategies in image repair theory: PR practitioners’ perceptions of effective and preferred crisis communication strategies

Cited by 29 publications

References 39 publications

Breaking the Sound of Silence: Explication in the Use of Strategic Silence in Crisis Communication

Breaking the Sound of Silence: Explication in the Use of Strategic Silence in Crisis Communication

Indonesian Crisis Communication Response after Deliberate Forest Fires and Transboundary Haze

Revisiting Social Media Crisis Communication Model for Building Resilience via Artificial Neural Network Analysis

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