Optimizing the Organizational Crisis Communication Portfolio

Abstract

Organizational reputation can be seriously damaged after a self-inflicted or externally induced crisis. Studies have tested the restoring and protective effects of various crisis communication strategies. For this paper, we compared the effects on organizational reputation dependent on (a) crisis type and (b) crisis communication strategy used. We combined six strategies in a stepwise manner, showing which ones are most effective in which type of crisis in an experimental online setting. Respondents were randomly assigned to questionnaires with varying combinations of (b) in a different sequence of (a) rating the organization for three points in time. Using a diverse sample, we show that organizational reputation improves significantly only after combining at least five strategies. Supplementary Information The online version contains supplementary material available at 10.1057/s41299-022-00156-6.

The Communication Crisis of Restoring the Reputation of Indonesian National Police Post the Murder of Brigadier Josua on Online Media.

“…Coombs defines crisis communication or crisis response strategy as planning what management should say and do in facing a crisis. In an organizational context, this involves "how to collect, process, and disseminate information necessary to address the crisis situation" (Schorn & Becker, 2022). Therefore, this study aims to describe the crisis communication messages by the Police Chief in handling the crisis related to those events.…”