Towards a conceptual model of crisis communication with the media in the financial sector

Abstract

Although crisis communication has emerged as a specialised study field for public relationsscholars and practitioners and has been a mounting area of inter-disciplinary research in recentyears, several gaps in current literature on crisis communication exist. Gaps include a notablefocus on the planning, prevention and recovery stages with lesser attention being devoted to thecrisis-response stage; a lack of a comprehensive conceptual framework to guide communicationdecision makers during this critical period; and that crisis-communication studies appear to bepredominantly Western based. This article attempts to address these gaps by focusing on thecrisis-response stage, with particular emphasis on communication with the media during a crisis.It is acknowledged that the success of a crisis-management effort is profoundly affected by whatan organisation says and does during a crisis – termed the crisis response (Benoit, 1997; Coombs,2004). This article focuses on this crisis response and is divided as follows: firstly, an introductionto key terminology is provided, followed by the theoretical background, the research approachand methodology, as well as the findings from the case studies, which culminate in the proposedconceptual model for effective crisis communication with the media. Lastly, a critical evaluation ofthe model is presented and recommendations for further research are provided.

Managing online crisis-communication response in a South African bank

“…Consequently, this paper intends to provide a comparative analysis of the knowledge management of messages before, during and after online crisis-communication response based on the websites content dedicated to online security and fraudulent transactions in one of the top ten banks in South Africa during two specified time periods. Specifically, the study is a continuation of previous research conducted by Barker (2009), which focused on the way in which knowledge management, through change agents or online crisis-communication 'experts', can have a positive effect on how online banking transactions messages are managed proactively before, during and after online crisis-communication response.…”

“…Some research has analysed how the use of other online communication tools like interactive chats, real-time video or audio files can be used in crisis communication (Gonzàlez-Herrero & Smith, 2008: 144). These considerable innovations open up the possibility for fraudulent transactions, which presents tremendous challenges to the banking sector to manage online crisis-communication response in that consumers may not accept this service because of fears or discomfort (Lin & Hsieh, 2006) or of security concerns (Barker, 2009;Polasik & Wisniewski, 2009). Furthermore, a basic concern should be to ensure consumers that their electronic transactions are protected against fraudsters who are becoming more and more sophisticated and erudite with clever scams.…”

“…Conway, Ward, Lewis and Bernhardt (2007: 213) contend that the Internet has "the ability to instantaneously distribute information to and is a powerful basis for Internet potential crisis to protect the reputation of an organisation". Barker (2009) argues that a crisis can become a time of chaos, risk and uncertainty to companies that require timely and appropriate communication to minimise damage to the company's reputation and also to maintain consumer trust. Despite the advantages of the Internet, organisations will have to realise that this 'online-security-sphere' is going to continue to explode, thereby opening up more and more challenges to manage and control it in future.…”

“…For the purposes of this study, it is argued that online crisis-communication response to a crisis should be proactive, accurate and open with all stakeholders on the corporate website so as effectively to enable the organisation. Although the literature proposes various strategies for use in a crisis response -including attacking the accuser, denial, excuse, justification, ingratiation, corrective and/or full apology (MacLiam & Barker, 2009;White, 2009) -this study focuses on the knowledge management of messages through an agent or expert to address the demand for information during online crisis-communication response (Barker, 2009).…”

Organisational crisis communication in Botswana: Investigating the crisis response strategies and the role of social media

“…In addition to these strides, crisis studies continue to grow in non-western contexts (Macliam & Baker, 2009;George & Kwansah-Aidoo, 2017). Audience studies reflecting global contexts are essential today because trade has become transboundary, and there are many transnational organisations which must understand the contexts in which they operate.…”