“…A crisis can be seen as “an event that is unpredictable, major threat that can have a negative effect on the organization, industry, or stakeholders if handled improperly” (Coombs, 1999, p. 127). Chaos theory has been used in prior crisis management, organizational crises, and disaster research (e.g., Dolan et al, 2003; Henderson, 2004; Mostafa et al, 2004; Seeger, 2002; Sellnow et al, 2002). The central premise of chaos theory is that crises are complicated, unpredictable, and expose conflicts between norms and emergency needs within organizations (e.g., FitzGerald et al, 2016; Rosenfeld et al, 2005).…”