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Problemformulering och syfte: Det övergripande syftet är att undersöka en organisations kriskommunikation på sociala medier i samband med en pågående kris. Studien syftar även till att undersöka allmänhetens attityd till organisationen under krisen. Ämnet är relevant ur ett forskningsperspektiv eftersom att organisationer är vana att använda sig av traditionell kriskommunikation men i dagens samhälle krävs det mer än så. Sociala medier har förändrat dagens samhälle på många plan, däribland hur en organisation bör använda sig av kriskommunikation samt hur en organisation väljer att ta sig an allmänhetens åsikter. Metod och material: För att uppnå studiens syfte har två frågeställningar formulerats och besvarats på genom två kvalitativa metoder. En kvalitativ textanalys utifrån djurparkens sociala medier och en kvalitativ intervjustudie i form av fokusgrupper. Huvudresultat: Resultatet i denna studie visar utifrån det teoretiska ramverket att Furuvikskris kommunikation på sociala medier gällande schimpansincidenten är bristfällig och att den inte håller måttet i förhållande till de strategier som kriskommunikationen föreslår vid hanteringen av en kris. Allmänhetens attityd mot det som har hänt är skeptisk men resultatet visar på att det inte är Furuviks kriskommunikation som ligger till grund för detta, utan hur organisationen har hanterat händelsen i stort. Studiens teoretiska ramverk påvisar att det är allmänheten som bestämmer hur mycket ansvar som läggs på Furuvik angående händelsen, och utifrån detta tyder resultatet på att Furuviks kriskommunikation har varit tillräcklig i förhållande till allmänhetens krav på organisationen.

Abstract In January 2020 the TV-program, Uppdrag granskning, was aired on channel SVT in Sweden and it was about the company Arla and their animal husbandry. Today's consumers place higher demands on food and which products they choose to buy, which shows that more and more people are making more conscious choices. The purpose of this study is to see how Arla handles their communication during a crisis on social media in the aftermath of the TV-program airing. Within the theoretical framework, situational crisis communication, image repair theory and crisis communication will be presented for this study. There are different types of qualitative content analysis and this study intends to start from a targeted qualitative content analysis. The critical rhetorical analysis will be based on ethos, logos and pathos in this study, which will be a complement to the other selected method.  The result from Arlas's crisis communication is supported by the predefined questions that were based on critical rhetorical analysis and Image repair theory. Furthermore, it is possible to interpret the results using a thematic division based on the appendices with an approach from the study's question. The conclusion is that Arla has used several different strategies in its crisis communication. It can be discerned both in their response comments on Facebook, but also in their press release and Facebook posts. However, the recurrence of certain responses implies a reliance on specific phrases to deflect responsibility.

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This study aims to investigate the strategies used by brands to recover from firestorms following controversies in the age of social media. The focus is on understanding the brand-customer relationship aspect of firestorms and the importance of monitoring and comprehending them to minimize their impact. The study applies the SCCT to analyze two specific firestorms and their effects on brand reputation.  The research questions focus on the initial crisis responsibility attached to the firestorm, the history the brand have with crisis and previous reputation. The study employs an exploratory qualitative research approach using a case study design. Data collection involves observing brands' social media and other communication channels to identify firestorm patterns and brand responses. Judgment sampling is used for sample selection, guided by relevant variables from the literature. Thematic analysis is employed to analyze qualitative data, with the SCCT guiding the analysis. Overall, this study contributes to understanding firestorms, trust recovery, and crisis communication in the digital age. The findings will shed light on effective strategies for managing and rebuilding brand reputation following firestorms.

<p>Hospitals are complex socio-technical systems where health professionals from varied backgrounds interact with each other and technology for the wellbeing of patients. Effective communication among the members of the care team is vital for optimal care; poor communication can result in suboptimal care and in many cases, lead to adverse events (AEs) and even death. More than a decade after the US Institute of Medicine report which catalyzed patient safety improvement measures, patient safety remains a major concern. Two-thirds of AEs in hospitals are still linked to communication errors. Hospitals are trying to improve communication by introducing new communication devices like smart phones and tablet computers for professional use. However, they are being deployed without adequate study of the mechanics of communication in hospitals or their use affects inter-professional communication. High risk organizations such as nuclear power plants, aviation and the military have achieved better safety records than healthcare. This is likely because they have studied their communication challenges and based their assessments on a firm theoretical foundation before implementing customized solutions. This approach in healthcare is lacking. Therefore a scoping review was conducted to collect communication theories, models, frameworks, and methods applicable to new information and communication technology used in hospitals. Literature from basic and applied science domains such as cognitive psychology, human factors engineering, organizational behavior, sociology, communication sciences and from high risk organizations like aviation, nuclear power generation and defense was reviewed. 14 theories, 12 models and 12 communication analysis methods were identified. One of the selected methods was employed to conduct a case study of a case of faulty communication reported in the AHRQ web M&M. It is not known how well those theories, models and analysis methods can be adapted to medicine. Future research may be able to address the issue and adopt theories and models to hospital communication research, modifying existing theories and models to suit the unique requirements of hospitals or by developing a strategy to design them de-novo.</p> / Master of Science (MSc)

Studien ämnar att undersöka hur Crisis Management kan användas vid utformning av kriskommunikation samt om det går att skilja kommunikation och kriskommunikation åt. I syfte att uppnå detta genomför studien en fallstudie av två svenska företag som är verksamma i fastighetsbranschen under nyproduktionskrisen 2018 (Oscar Properties och Aros Bostad). Fyra kvalitativa semistrukturerade intervjuer med verksamma experter inom kriskommunikation har genomförts i syfte att underbygga och utveckla studiens analytiska grund. Efter genomförd studie har författarna sammanställt och presenterar en modell baserat på Crisis Managements tre olika faser med bidrag från Expressiveness Quotient-modellen. Modellens uppbyggnad är förändrad till att vara cirkulär och ser kriser istället likt ett kretslopp utan några tydliga avgränsningar mellan de olika krisfaserna, eftersom studien visar på svårigheter att skilja dessa åt. Syftet med en modell likt den är att påminna sig och organisationen om att den inte verkar i ett sammanhang skiljt från omvärlden utan att de faktorerna kan komma att spela in på organisationen. Ett exempel från studien och fastighetsbranschen är regeringens införande av amorteringskrav, en extern faktor som organisationerna var tvungna att förhålla sig till och kom att påverka marknaden. Ett annat sådant exempel på en extern faktor som är svår att planera och förutse är mediebevakningen. / The aim of this thesis is to examine how Crisis Management can be applied when formulating crisis communication, and whether there is a distinct difference in how regular communication is built. This thesis consists of a case study subsidized by two companies in the housing industry, Oscar Properties and Aros Bostad, during the crisis on the housing development market 2018. Four qualitative semi-structured interviews with active experts in crisis communication are carried out with the aim of supporting and developing the analytical basis of the study. After completing the study, the authors have compiled and presented a model based on Crisis Management's three different phases and combined it with dimensions from the Expressiveness Quotient-model. The models structure has changed to be circular and defines crises like a cycle. The cycle is carried out without any clear delimitations between the different crisis phases, since the study shows difficulties in distinguishing these. The purpose of a model like this is to remind the organization that they do not operate in a context separate from the outside world but that these factors may affect the organization anyhow. An example from this study and the housing development industry is the government's introduction of amortization requirements, an external factor that the organizations had to consider and came to influence the market. Another example of an external factor which is difficult to plan and predict, is media coverage and how it will affect the organization's reputation.

Syftet med studien var att undersöka hur Parken Zoo använde sig av Facebook för att kommunicera med sina intressenter under en kris som drabbade organisationen hösten 2012. Med hjälp av en kvalitativ textanalys studerade vi de Facebookinlägg som Parken Zoo hade publicerat under krisen. Därefter genomförde vi en kvalitativ intervju med marknadschefen på Parken Zoo, som var ansvarig för kommunikationen på Facebook under krisen. Med hjälp av ett analysverktyg baserat på situational crisis communication theory och image restoration theory kunde vi avgöra vilka försvarsstrategier Parken Zoo hade använt i Facebookinläggen. Resultatet visade att Parken Zoo omedvetet hade använt många olika försvarsstrategier, men att tre tydliga budskap förmedlades i Facebookinläggen. Resultatet visade också att Parken Zoos syfte var att använda Facebook som ett dialogverktyg, men att de i själva verket använde Facebook för att sprida enkelriktad kommunikation. En slutsats vi kunde dra från studen var att det är viktigt för organisationer att vårda sina kundrelationer genom att bemöta intressenternas frågor och kommentarer på sin Facebooksida under en kris. En annan slutsats var att det är viktigt för organisationer att ha en god krisberedskap och att inkludera Facebook i den. / The purpose of this study was to examine how Parken Zoo used Facebook to communicatate with their stakeholders during a crisis 2012. Using a qualitative textual analysis, we examined Parken Zoo’s Face- book posts during the crisis. Next, we conducted a qualitative interview with the marketing manager at Parken Zoo, who was responsible for the organization’s communication on Facebook during the crisis. Using an analysis tool based on situational crisis communication theory and image restoration theory, we assessed which crisis response strategies Parken Zoo had used in their Facebook posts. The results showed that Parken Zoo subconsciously had used many different crisis response strategies, but that three clear messages were conveyed in the Facebook posts. The results also showed that Parken Zoo’s aim was to use Facebook as a dialogue tool, but in fact they used it for one-way communication. One conclusion from this study was that it is important for organizations to care for their relationship with the stakeholders by responding to their questions and comments on their Facebook page during a crisis. Another conclusion was that it is important for organizations to develop a proactive crisis management portfolio and to include Facebook in it.