Abstract Title: The core of successful crisis communication? A study of external transparency in preventative crisis communication through a company perspective. Authors: Caroline Ehrning & Frida Kempe. Aim: This study examines how four companies proactively work with external transparency within preventing crisis communication. Research problem: There are gaps in the research of preventative crisis communication, not at the least in correlation with transparency. Method/material: We have conducted qualitative interviews with people who all hold leadership positions in the communications departments at four companies. Theoretical framework: In this study the following theoretical framework have been used; transparency theory, issues management, reputation management and communication effect theory. Main results: Three of the four companies use external transparency to prevent crises, but the way they apply transparency differ. The majority of the work is directed towards media, because of its power. Further can be noted that all companies, except but one, could identify potential improvements in their work with external transparency as a tool to prevent the dimension of the crisis. Social importance: We hope to contribute to the research about how transparency is, and can, be used in the preventative crisis communication. Number of pages: 48 Course: Media and communication studies C. Department: Department of informatics. University: Uppsala University. Period: HT 2015. Tutor: Therese Monstad.

Submitted in partial fulfilment of the requirements for the Master in Technology: Public Relations Management, Durban University of Technology, 2010. / The National Plan for Higher Education (2001) provides a framework for achieving the vision of a single co-ordinated higher education system. In order to meet the goals of this plan, various technikons and universities had to merge. Pityana (2004: 4-5) points out that, in addition to opportunities, various challenges have also emerged from these mergers. One such challenge is that higher education institutions may find themselves in tensions with their partners which may result in disagreements that could lead to crisis situations. Marconi (2005: 262) argues that, in crisis situations, the pace of the conflict accelerates dramatically. This means that the affected parties have to react very quickly or risk having their ability to protect their interests substantially reduced, hence the need for a crisis communication plan. Implicit in this plan is the importance of communication. McCusker (2006: 108) maintains that, often in crisis a situation, communication gets distorted. As a result, rumours often supplant real facts. Thus, clear communication needs to be pre-planned and increased during a crisis. This dissertation, therefore, sets out to investigate the role of communication during the planning and management of crises at higher education institutions in KwaZulu-Natal. It reports on preliminary results of in-depth interviews conducted at higher education institutions in KwaZulu- Natal and offers recommendations so that crises planning and management may be improved upon. / National Research Foundation

Zoological gardens play an important role in conservation and preservation of wildlife nowadays. Building a positive image and trust of the public is very important for them to be able to work on this mission. Providing the public with up-to-date and positive information about what goes on within the organisation helps keeping up or even increasing visitor numbers. Press staff of the zoos use a set of simple marketing tools to turn some of their animals into iconic celebrities. On the other hand, zoos have their fair share of crisis situations such as the loss or escape of animals, natural disasters, injuries to staff or visitors, loss of trust or increasing entrance fees. This thesis analyses a number of such important crises in Czech zoos using qualitative analysis methods and offers some solutions that might diminish the impact of similar situations in future.

The topic of the Master's Thesis "Ethical aspects of crisis company communication" is crisis communication. It is aimed at theoretical knowledge, analysis of ethical failure in the crisis communication and the measure suggestion for company management in crisis communication planning and managing. The Master's Thesis is focused on two examples from the floods in August 2002. The floods in the Prague underground and in the chemical plant Spolana Neratovice became the symbol of the summer situation. The analysis has detected the importance of the ethical aspects of crisis communication. The breach of these principles or conscious violation of them could have not only personal but also economic and legal consequences.

This research analyzes the crisis communications tactics employed by the National Football League at key points during the concussion crisis in relation to strategies recommended by models based on image restoration theory and situational crisis communications theory. The discrepancies between the NFL's tactics and recommended situational tactics, viewed in light of the financial and market increases for the league over the duration of the crisis, show the need for an additional component in accepted crisis communications models. Cultural ingrainment is posited as a component to be added to present models as a mitigating factor of organizational harm in cases of strong attribution of organizational responsibility. This addition of cultural ingrainment provides an explanation for the possibility of so-called “invincible brands.”

This study utilizes William Benoit’s Image Repair Theory to frame the dominant crisis communication strategies that fast food chain Chick-fil-A (CFA) employed before, during and after their CEO mixed his personal opinion on social issues with corporate policy in June 2012. The thematic analysis draws from three distinct data sets that include 3,900 Facebook comments posted by the general public on CFA’s social media page, 32 individual Atlanta Journal-Constitution news articles that address the debate and CFA’s public response to the crisis titled “Who We Are.” This thesis aims to identify both the dominant themes in Facebook posts and the news articles, as well as how these themes are situated within Benoit’s Image Repair Theory. Research shows that CFA representatives utilized eight of Benoit’s 14 strategies to address their CEO’s comments on gay marriage in an attempt to salvage their reputation. The transcendence strategy was used more than any other throughout the crisis. The thematic analysis of Facebook comments showed that religion and loyalty were the most addressed theme within social media users’ posts on the company’s page. Research also shows that a national boycott initiated against CFA by the LGBTQ community did not hurt the company, but may have helped to spur brand recognition and overall sales. Another pertinent question arose during this research; did company representatives purposely forgo sharing their 2011 and 2012 tax documents that prove they had already stopped contributing to supposed anti-gay organizations more than a year before the controversy arose? Was CFA benefiting from the crisis to such an extent that they strategically remained silent and allowed the misconception to take place when they could have ended the crisis and shown proof?

<p><strong>Title:</strong> Crisis communication strategy and brand – A case study of Swedish Red Cross</p><p>through dialog analysis</p><p><strong>Author: </strong>Anneli Saarela</p><p><strong>Presented:</strong> 01.06.2010</p><p><strong>Purpose: </strong>The study addresses the subjects of crisis communication and organisational brand, in relation to stakeholders and brand reputation. The purpose of this essay is to study the dialog regarding the crisis of remunerations with the Swedish Red Cross and how the organisation responds to the criticism. An identification and analysis of the discourse regarding the brand are also included in the study. Part of the empirical material will also be used in relation to Situational Crisis Communication Theory (SCCT). This to find which strategy is most accurate to the one which the Swedish Red Cross seemingly has implemented.</p><p><strong>Methodology: </strong>The study uses dialog analysis to gather the empirical material. The dialog of interest for this study consists of four different written texts. These texts are analysed with the help of concepts such as: <em>content, context, intertextuality, recontextualisation and relation</em>. Further, through these concepts the study uses a series of initial questions to start the analysis with regard to the concepts.</p><p><strong>Theoretical perspectives: </strong>The theoretical base for this essay consists of relevant theories to crisis management and branding. These are Situational Crisis Communication Theory, crisis communication and rhetoric as well as ideas regarding identity, stakeholders and reputation. I have used these as tools in my analysis as well as to understand the concept regarding crisis and the effects on an organisation, the brand and stakeholder relationships.</p><p><strong>Conclusions: </strong>The results show that the texts in the dialog are influenced by earlier texts to a great extent. Interesting enough the stakeholders hold the board members responsible and not the whole organisation itself. This may be because the reporting has been mainly focused on the individuals and their remunerations in the earlier stages of the crisis. In regards to rebuilding the trust and organisational brand the analysis show that the organisation should make changes regarding the members of the board, as it is those who are strongly attributed to the crisis by the interest groups. The analysis in relation to SCCT show that the Swedish Red Cross chose a strategy involving less responsibility than SCCT would have proposed. Although regarding the bolstering strategies the organisation did as SCCT would suggest and put emphasis on the earlier work the organisation has done and took advantage of its strong reputation.</p><p><strong>Keywords: </strong>SCCT, crisis communication, brand, organisation, stakeholder</p>

This paper examines how the Swedish nationalistic political party Sverigedemokraterna communicates regarding the crisis they experienced when the Swedish newspaper Expressen published a few video clips of three, in that time, highly important party members that got in an argument after a late night of drinking. Two of the party members were at the time of the publication the members of the Swedish parliament and all of them had important senior positions in the party. In the argument one of the party members used abusive, offensive, sexist and racist language while all acted threatening and even armed themselves with iron bars from a nearby construction site.The aim of this paper is to examine how the party Sverigedemokraterna conducts their crisis communication, if they apologies and the fashion of the apology. A press conference with the party leader and the most active user of abusive language and also an interview with the second member of parliament who is involved in the argument are studied. The rhetorical arena is used to describe and pinpoint the most important stakeholders in the crisis. Hearits structure “from wrongdoing to absolution” is used to describe the crisis and it’s context. Benoits apologiastrategies and Hearits requirements for an ethical apologia are used to describe and assess the crisis communication and apologia at the press conference and interview.The paper concludes that the individuals who communicate the apologia use different strategies. The party leaders focus is towards the future and corrective actions while claiming not to have all the necessary information. The other two party members portray themselves as victims. One of them apologizes while the other only acknowledges wrongdoing without apologizing. They all acknowledge wrongdoing.

Denna uppsats syftar till att undersöka Sverigedemokraternas kriskommunikativa försvar efter kritiken som uppkom mot partiet i samband med högerextremisten Anders Behring Breiviks massmord på Utöya 2011. I detta har jag ur ett narrativt perspektiv undersökt partiledaren Jimmie Åkessons förklaring till krisen och hur denna samspelar med partiets interna berättelse. Den första delen av resultaten visar att Åkesson strukturerar ett narrativ där uppkomsten av krisen för Sverigedemokraterna förklaras genom att det bedrivs en häxjakt på partiet. Den andra delen av resultaten visar att Åkesson genom dikotomisering använder den uppkomna krisen för att förstärka Sverigedemokraternas roll som antietablissemangsparti. I hans krisberättelse tillskrivs kritikerna och Breivik liknande egenskaper, vilket betyder att de står som en gemensam bov i narrativet. Detta i motsats till Sverigedemokraterna som i istället får rollen som en hjälte - demokratins beskyddare i Sverige. / This paper examines the communicative crisis defense of the Sweden democrats after the criticism that appeared after the mass murder by the right-wing extremist Anders Behring Breivik at Utöya in 2011. In this analysis a narrative examination is made of the party leader Åkessons explanation to why the crisis emerged and how his apology interacts with the party’s internal story. The first part of the results shows that Åkesson structures a narrative where the society’s witch hunt on the party stands as an explanation to why the crisis has emerged. The second part of the analysis shows that Åkesson uses the crisis to strengthen the role of the Sweden democrats as an anti-establishment party by using dichotomies. In his crisis narrative he attributes similar characteristics to his critics and Breivik. The consequence of this is that the two actors stand as a collective villain in the narrative. To the contrary, the Sweden democrats became a hero in the narrative - the protector of democracy in Sweden.

Established research on certain professions – such as police officers, firefighters, and emergency rescue workers (also called "first responders") – suggests that psychological trauma is related to traumatic events experienced on the job. This has led to research on journalists who have experienced comparable psychological effects due to repeated traumatic exposure that comes from reporting on crimes, murders, car accidents, natural disasters, or other stressful situations – the same events experienced by first responders. This study examines public information officers and any similar psychological effects since this occupational group is a near professional cousin to journalists. Using an online survey, public information officers' exposure to traumatic events experienced on the job was measured as well as the frequency and intensity of trauma exposure.