The purpose of this dissertation is to prove the importance of crisis communication and to evaluate the performance of the selected airline company on Facebook in relation to the benchmark of the industry. The theoretical component of the dissertation divulges in the definition of communication and its related processes, while emphasizing mass communication and its changes in regards to the development of new technologies. Furthermore, the study also describes crisis communication, its various uses and principles. The practical component gives a brief overview of social media platforms - with a particular focus on Facebook - within which the recommendations of how to manage crisis situations on the aforementioned platform are listed. By following those recommendations, commendable management of crisis communication will be shown with the example of the given airline.

This study employs qualitative research methods to identify crisis communication strategies utilized by Tom Brady and the New England Patriots during the cheating scandal, Deflategate. Informed by Benoit’s image repair theory, this case study analyzes 14 statements made or released in response to developments throughout the scandal. The findings support the theory of image repair in that transparency in communication and public relations are important aspects in the world of professional sports as offenders work to deter or repair any damage to their reputation in the midst of a scandal. In addition to providing a unique perspective on image repair strategies, this study also offers a foundation for additional research.

This dissertation uses a case study approach assess the postcrisis communication between the Tennessee Valley Authority and the Roane County community following the 2008 coal ash spill. More specifically, the researcher explores the relationship between organizational renewal and community involvement by means of an in-depth case study analysis. The dataset includes transcripts from interviews with Tennessee Valley Authority leaders, as well as neighboring community members, all of whom were involved in the postcrisis recovery. Supporting data was collected from archival records made available to the public online and dedicated specifically to the Roane County project. The results, implications for practitioners, and future research are discussed. The major findings of this case study offer insight into the ways in which the discourse of renewal can be expanded to incorporate elements of community involvement, thus working toward a collaborative approach to the renewal framework.

Esta investigación tiene como objetivo analizar la comunicación durante la crisis reputacional de Graña y Montero, así como la intervención del directorio en la gestión de la misma. El primer capítulo plantea las preguntas y objetivos inherentes a la investigación, con énfasis en crisis reputacionales por falencias en gobierno corporativo, similares al caso en mención. El segundo capítulo incorpora el marco teórico y analiza conceptos como gobierno corporativo, reputación e imagen corporativa, crisis reputacional y comunicación corporativa. El tercer capítulo busca ubicar al Grupo en el macroentorno del sector construcción, graficando su relevancia en el Perú. El cuarto capítulo aborda la crisis del Grupo y sus características dentro del contexto del caso Lava Jato, cómo se organizó para enfrentar la crisis, y analiza su estrategia de comunicación entre diciembre 2016 y diciembre 2017. El quinto capítulo detalla el marco metodológico aplicado, de tipo cualitativo, con enfoque exploratorio, fenomenológico, descriptivo y relacional. La información pública disponible ha sido complementada con entrevistas en profundidad a directivos y ejecutivos de la empresa, así como a personas que interactuaron con la crisis. El sexto capítulo contiene los resultados del análisis de las entrevistas que responden a: la hipótesis, las preguntas de investigación y los objetivos. En el séptimo capítulo se propone un modelo de gestión de comunicación que podría permitir a los directores monitorear, prever y gestionar los riesgos desde el enfoque transversal y holístico de un dircom. Finalmente, el octavo capítulo contiene conclusiones y recomendaciones como resultado del análisis realizado. / The objective of this research is to analyze Graña y Montero Group’s reputational crisis from the perspective of communication and the intervention of the board in its management. The first chapter raises the research questions and objectives, with an introduction on reputational crises due to corporate governance problems similar to this case. The second chapter incorporates the theoretical framework and analyzes concepts such as corporate governance, reputation and corporate image, reputational crisis and corporate communication as a strategy. The third chapter seeks to locate the Group in the macro environment of the construction sector, charting its relevance in Peru. The fourth chapter addresses the Group's crisis and its characteristics within the Lava Jato context, how it was organized to deal with the crisis, and analyzes its communication strategy between December 2016 and December 2017. The fifth chapter details the applied methodological framework, of a qualitative type, with an exploratory, phenomenological, descriptive and relational approach. The public information available has been complemented by in-depth interviews with board members and company executives, as well as people related to the crisis. The sixth chapter contains the results of the information analysis and the interviews, in order to answer the hypothesis, research questions and objectives. The seventh chapter, proposes a communication management model that allows boards of directors to monitor, foresee and manage risks from the cross-sectional and holistic approach of a dircom. / Trabajo de investigación

Several studies have been made on the crisis communication efforts made by politicians and athletes following a personal crisis, but few focus on the efforts made by other people of influence whose image and personal brand get hurt during a crisis. The aim of this study is to examine nine of Swedish journalist Fredrik Virtanen’s statements after he was accused of rape and sexual assault by several women during #metoo. The theoretical framework is based on Goffman’s theories on impression management and Benoit’s image repair theory. The chosen method for this study is a combined qualitative text analysis and critical rhetorical analysis. The results show that a variety of image repair strategies are visible in Virtanen's communication and that the most frequently used strategies aresimple denial, differentiation, attack accuser and minimization. The results support earlier studies on image repair that claim that the cultural and societal as well as the circumstantial context is an important aspect in the success or failure of an image repair effort. The results also imply that without support from people or organisations that have previously been affiliated with the accused, who can assist in the communication efforts, the accused will have a harder time repairing their image.

This thesis investigates how the sports retailer XXL All sports united communicated throughtheir three crises during 2019. Considering that the crises were of different natures XXL isespecially interesting due to the possibility of comparing how different crises are handled.Within the field of crisis communication we have examined the material on the theoreticalbasis of Sturges, Benoit and Coombs & Holladay. This has been done through text analysis ofXXL:s Facebook posts and comments, statements in the press and press releases. Throughthis we were able to determine what kind of strategies were used and how they controlled theflow of information. The results indicate that crisis communication within XXL is notadjusted on what kind of crisis they are facing but rather adjusted by whether the companyconsider themselves guilty to the claimed offense or not.

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My diploma thesis deals with the evaluation of internal communication in Česká spořitelna. The first part of my work is focused on theory, emphasizing the importance of good functioning internal communication and the consequences of its deficiencies. I also apply this knowledge in the practical part, which is supplemented by the characteristics of Česká spořitelna and the important milestones of the origin of internal communication in the company. In the analytical part, I investigate the employees' satisfaction with the current situation. The paper presents proposals on how to simplify message sharing and avoid the overloading of information that is not relevant to all employees.

The COVID-19 pandemic is a global crisis with every country being affected. It is one of the widely reported crisis over the past few months. Crisis of such degree and range of influence demands a well-informed reporting with an understanding of the possible impact. As the media coverage is largely influenced by journalistic frames and their interpretations, it is highly important and relevant to study this crisis from a framing perspective. Therefore, this research aims to explore the construction of frames, to what extent they exist in the text in comparison to each other, and how they appear across different time periods by studying the online editorial coverage of the COVID-19 crisis published by New York Times. Eight constructive and seven negative frames have been deductively coded to conduct the research through qualitative content analysis with quantitative elements of the editorials published during three specific periods in January, February, and March of 2020. Constructive frames have been coded with the help of constructive journalism which is used as an analytical concept in this research, while negative frames have been retrieved from literature on the framing of previous crises. The analysis suggests that the editorial coverage of the COVID-19 crisis by New York Times is overall constructive but with focus on few dominant constructive and negative frames. Among constructive frames the most dominant frames are ‘solution-oriented’ and ‘mathematical’. Among negative frames the most dominant frames are ‘blame attribution’, frame of ‘consequences’ and ‘conflict’. Findings revealed that blame attribution is dominant as compared to the frame of solidarity and denial is dominant as compared to the frame of concern. Furthermore, the analysis reveals that the construction and appearance of frames change over different time periods with changed intensity level of crisis. This change requires versatile coverage and shift in attention towards newly emerging challenges.

The covid-19 pandemic in Sweden is characterized by high uncertainty and risk. Health experts and authorities play a central part in informing and guiding the public’s responses to a pandemic. But to have the right to operate, an organization’s legitimacy is important. How does a health expert authority get people to follow the guidelines to ensure public health efforts success in the covid-19 pandemic?   This case study focused on Folkhälsomyndigheten’s perceived legitimacy by young adults in Sweden during the covid-19 pandemic, by understanding if Folkhälsomyndigheten was perceived as a legitimate expert and how their legitimacy was constituted through their conveying of risk. Hence, we aimed to contribute to health and crisis communication by adopting a public-centered approach to the constitution of legitimacy.   The empirical data was collected through three online focus group interviews with 20-24-year-olds. Suchman’s legitimacy theory and Giddens’s notion of the postindustrial risk society was used the analyze the results. Through a thematic analysis, we discovered a total of 12 themes distributed over 3 dimensions, showing that Folkhälsomyndigheten’s legitimacy was constituted on the premises of pragmatic legitimacy, based on the self-interest of the public. We could conclude that Folkhälsomyndigheten was viewed as a legitimate expert because of their status as an institutionalized health authority, and that the legitimacy of their expert position role was grounded in a democratic mindset. Folkhälsomyndigheten’s legitimacy was, through procedures, representatives, and human attributes, constituted by organizing the unstable situation for the young adults to gain a feeling of stability.