Parameters for Crisis Communication

Abstract

Organizations frequently find themselves in situations we would define as a crisis. Consider but a few examples: Union Carbide's devastating chemical release in Bhopal; Carrefour suffering from protests at its stores in China because of French attacks on the Olympic torch relay; customers experiencing E. coli at Taco Bell; rumors about designer Tommy Hilfiger's racist comments; Tyco executives stealing millions from the company; and Oxfam claiming Starbucks did not support coffee growers by opposing the branding of certain African coffees. We must accept that no organization is immune from a crisis anywhere in the world even if that organization is vigilant and actively seeks to prevent crises.The reality of crises leads to the need for preparation and readiness to respond -crisis management. The critical component in crisis management is communication. Over the past decade, there has been a massive increase in crisis communication research. As the field of crisis communication develops, it is important to develop parameters for that growth. This chapter and the Handbook of Crisis Communication are steps towards articulating the parameters and utility of crisis communication. The focus in this book is the research used to advance our understanding of communication's role in the crisis management process. To properly set the stage for this collection, it is important to define key terms in crisis management and overview key research on the central theme of crisis communication. By examining these fundamental elements, the parameters of crisis communication begin to emerge. Key Definitions for CrisisBecause of the diversity of crisis research, it is important to present definitions of key crisis terms early to help set boundaries. The key terms for the Handbook include crisis, crisis management, and crisis communication. The three are inextricably interconnected and must be considered in a progression from crisis to

Cyber Crisis Management: A Decision-Support Framework for Disclosing Security Incident Information

“…According to him, "strategic crisis communication research seeks to understand how crisis communication can be used to achieve specific outcomes and have the desired effect on stakeholders." [61] In contrast, tactical advice is more about performing concrete actions, so a certain strategy can be accomplished. Tactical advice can vary widely for different types of industries, different locations, and type of data a company operates with.…”

Development of Crisis and Emergency Risk Communication (CERC) activities and an Evaluation of their Impact on Learning: Geoscience students’ perceptions

“…Effective risk communication helps inform and alert the public about an unfolding or potentially hazardous event and about how the hazard could be controlled or mitigated. Effective crisis communication focuses on how a hazardous event is being controlled or contained, on mitigation measures and whether or not the risk management strategy is proving effective (Coombs, 2010). Both are skill sets that practitioners in the field of hazard mitigation need in order to disseminate information about a potential disaster, a crisis event and/or the recovery process after a disaster effectively (CDS, 2012;Smith & Petley, 2009;Alexander, 2002).…”

Public Self-Demolition in Practise: The Conclusions of the Crisis Communication of the Children Cancer Foundation from the Perspective of Public Relations

“…In other words, it interrupts ordinary business transactions, creates high levels of uncertainty, anticipates repercussions, threatens the reputation, existence, and/ or the primary goals of an organisation. (Coombs, 2010a) Diverging from normal transaction entails that the organisation must activate a specialised way of operation capable of tackling such situations, which leads to the emergence of particular demands, roles, and responsibilities within the organisation. The hierarchical structure of the organisation is temporarily modified and specific management processes accompanied with suitable communication channels are introduced, which ensure that the decisions aimed to turn the situation for the better are made instantly and resolutely.…”

“…(Fearn-Banks, 2011) Unlike the Apology Theory that is based on rhetoric, the Image Restoration Theory (IRT) rests more on the fundamentals of organisational communication. (Coombs, 2010a) This theory primarily makes use of those opportunities of communication, i.e. denial, evasion of responsibility, and weakening of offensive attitude, which are at hand for an organisation or individual suffering damage of reputation in a crisis situation.…”

“…In addition, theorists from other fields of sciences have greatly contributed to its methodology, perspectives and models, whereas hundreds of case studies concerning crisis communication have enriched its base of practical knowledge. (Coombs, 2010a;Coombs, 2010b (Benoit, 1997) According to an extensive research conducted in the field of Public Relations (An and Cheng, 2010), there are various theories of crisis communication that are recognised by the academic community and are applied by professionals. The most popular theories are among the "intermediate" ones, of which the following draw the most considerable attention; the most frequently referenced theory (20%) is the SCCT (Situational Crisis Communication Theory) posited by Timothy Coombs, and the second most commonly cited one (18,6%) is the ICT (Issue and Crisis Management) postulated by Howell-Miller that draws on thematisation.…”