The theoretical part of this thesis focuses mainly on crisis communication and its goal is to pinpoint its instruments, principles and regularities. The theoretical part also defines the concept of crisis and offers an adequate guide on what action should management take in individual periods of crisis. Apart from crisis communication and crisis management, it also explains the regularities of media analysis, which is used as an information portfolio for the second, practical part. The result is an evaluation of crisis communication during the events of "babies switched at birth in the hospital of Třebíč" from the hospital's perspective, mostly based on aforementioned media analysis. Adequate recommendations are proposed, based on the results.

Då det svenska omvärldsläget de senaste tio åren blivit sämre till följd av främst Rysslands agerande samt att samhället påfrestats av kriser, likt flyktingkrisen 2015, har bidragit till att totalförsvaret ska återtas. En viktig del av samhällets motståndskraft inom totalförsvaret är att hushåll innehar en rekommenderad hemberedskap för att klara sig självförsörjande en viss tid. Trots en kommunicerad omvärldsbild, ny nationell säkerhetsstrategi och informationskampanjer visar Myndigheten för Samhällsskydd och Beredskaps (MSB) mätningar att mindre än hälften av hushållen innehar en rekommenderad hemberedskap.Syftet med denna systematiska litteraturstudie är att undersöka vad offentlig förvaltnings informations- och kommunikationsstrategier behöver ta hänsyn till under förutsägelse- och varningsskedet för att effektivt uppmuntra hushåll till att inneha en hemberedskap enligt statens rekommendation.Denna undersökning har endast nyttjat granskade vetenskapliga artiklar som identifierats genom en sökstrategi i databaserna Onesearch, Scopus och PAIS. Av 82st funna artiklar har 8st inkluderats i denna undersökning. Då fältet för denna undersökning är brett har en tvärvetenskaplig ansats tagits, detta innebär att hänsyn till olika forskningstraditioner fått göras i analysen. Analysen har genomförts genom en kvalitativ innehållsanalys av funna artiklar. Denna analys har gett oss ett resultat bestående av fyra huvudkategorier – Avsändare, Mottagare, Målgrupp samt Risk- och krisinformation.Som ytterligare hjälp att tolka resultatet för att finna hur hushåll motiveras nyttjas teorierna ”Relational theory of risk” och ”Protection motivation theory” för att reflektera över resultatet.Resultatet påvisar att den offentliga förvaltningens kommunikations- och informationsstrategier behöver ta hänsyn till att reviderade och aktuella planverk inom förvaltningen är kända på alla nivåer som kommunikations- och informationsstrategierna utgår ifrån. Strategierna behöver vidare utgå från att målgrupperna som ska nås av informationen är kända och att budskapen är anpassade för dem och den aktuella situationen. Den offentliga förvaltningen behöver tillse att risk- och kriskommunikation sker kontinuerligt så att hemberedskapen upprätthålls och att samhällets motståndskraft är tillräckligt hög för att stå rustad för en oförutsedd kris över tiden.Staten, regioner och kommuner behöver tillse att tillräcklig kunskap och riskmedvetenhet finns i samhället kring hemberedskapen genom kampanjer och att utveckla utbildningsplaner inom grundskola och gymnasium för att en majoritet av allmänheten ska motiveras att inneha en hemberedskap enligt gällande rekommendation. / For the last ten years the security situation has deteriorated in Sweden’s surroundings. Swedish society has also dealt with crisis such as the refugee crisis during 2015. To cope with this new situation, the Swedish parliament decided in 2015 to reinforce Swedish resilience toward crisis and armed conflict. An important part of this decision was to increase resilience within society. A major part of the society resilience is that households are prepared to be self-dependent a certain amount of time. However, even though authorities have communicated the new security situation, established a new national security strategy, and released information campaigns, public polls show that less than half of the population has a household preparedness according to the authority’s recommendations.The aim of this systematic review is to investigate which focus areas authority’s information and communication strategies need to address during the prediction and warning phase to effectively encourage households to have a preparedness according to its recommendation.The systematic review has only used peer review articles that has been identified through a systematic search within the databases Onesearch, Scopus and PAIS. The analysis of the articles has taken an interdisciplinary approach which means that we must acknowledge and adapt to the fact that results from the different articles could be influenced by different science traditions. The analysis consists of a qualitative content analysis of the discovered articles. These analyses have shown four main categories, Sender of information, the Recipient, Targeted groups for the communication and the Risk and crisis communication.As additional support in the interpretation of the results we have used the Relational theory of risk and the Protection motivation theory.The result shows that the government, authorities, counties, and municipalities need to see that the level of knowledge and risk awareness needed among the public regarding household preparedness and its importance for the resilience within society is reached. This can be accomplished by information campaigns and through the educational system to make sure that a majority of the public is motivated to obtain a household preparedness according to recommendations.

The purpose of this case study is to examine the crisis response strategies and rhetorical tools Östersunds FK (ÖFK) used in their crisis communication during an economic-crime-crisis. To examine which response strategies ÖFK used to protect their image, Benoit's ​image repair theory (1997)​ supplemented with Bruce & Tahlia’s (2008) ​diversion ​and Coombs ​SCCT​ (2007), are crucial throughout this case study. In addition to that, we have done a rhetorical analysis to examine the use of ethos, pathos and logos in ÖFK:s crisis communication. The analysis indicates that ÖFK mostly used ​ethos​ and ​logos​ as rhetorical tools. Denial​, ​corrective action​ and ​reduce of offensiveness​ were the most common response strategies. Our study provides an insight into how sports associations in Sweden act in crisis. The conclusions are that ÖFK was reactive in their crises communication and we could see tendencies that are consistent with previous crisis communication research in sports association context, but also in political context.

The covid-19 pandemic resulted in large changes and restrictions that impacted the Swedish society and the whole world. Both individuals and companies were impacted by this, not least the traveling companies in the public transport. One of these companies was the Swedish travel company SJ. The purpose of this study was to understand the communication that SJ operated on the social media platform Facebook during the covid-19 pandemic, march to november 2020. Because of the new situation and unexplored field of research a qualitative exploratory research design was used. The material studied were SJs Facebook posts and a semi structured expert interview. The data was analysed through a qualitative content analysis inspired by Grounded Theory. This method generated two sets of categories, one set of categories that represented different types of issues that were communicated on their Facebook, another set of categories that represented important grounds for why the communicated turned out the way it did. By analyzing these categories and forming a timeline of the communication, communicational phases were identified. The results of the study have contributed with a new time perspective of organizational communication on Facebook during this pandemic. The study's results could therefore be seen, not only as an explanation of SJs communication on Facebook during the pandemic, but also as a hypothesis of how organizations communication might change throughout a longer societal crisis, like a pandemic.

The research conducted in The Bubble That Burst – Isabella Löwengrip’s Crisis Communication Through Blog Posts aims to answer how Isabella Löwengrip attempted to save both her and her companies images during a crisis in the fall of 2019. Benoit’s Image Repair Theory and Goffman’s Self-Presentation Theory were combined to create the framework of this study. The material studied were blog posts uploaded onto her personal blog that mainly concerned the crisis during the months of October and November 2019. To demonstrate how the crisis evolved, additional material was added from February 2020. A textual rhetorical analysis method was used to investigate how Löwengrip aimed to persuade the blog’s readers that both she and her companies are still trustworthy. The results showed that Löwengrip used several Image Repair as well as rhetorical strategies. Löwengrip also changed her self-presentation during the crisis. Furthermore, it demonstrates how aware she is about her image. Additionally, the personal character of the blog medium makes the crisis communication more emotionally based and relationship building than traditional Image Repair and crisis communication efforts.

The research aims to examine Svenska Akademien’s external crisis communication 2017–2018, in the crisis induced by an exposition of sexual assaults and harassments by the so called "Kulturprofilen" during #metoo. Since the case is a historical event in Sweden and organizational crises of confidence, the study intends to contribute to the research field by adding knowledge about an uncharted area and case. The study examines the press releases issued from the organization, as well as the specific members' statements in the news media channel Dagens Nyheter. The question formulations include which approaches of crisis management Svenska Akademien practiced, how their communication was structured linguistically and rhetorically and which hierarchies and power structures became visible. The methodological approach to the case study is based on both a qualitative text analysis and a critical discourse analysis, with an image analysis as a complement to deepen the analysis. The theoretical approach applied includes a rhetorical framework, the Image Repair Theory and Media Logic. The result showed that the organizational communication could not affect the restoration of Svenska Akademien’s reputation because of the organization’s individual members’ medial communication, which appeared fragmentized in a big conflict. Two central characters in the conflict, Sara Danius and Horace Engdahl, created very different kinds of derived ethos by their different communication strategies, which also was affected by media logic. Because of the conflict, the crisis escalated and changed focus from the original problem to the current crisis management.

Denna studie är en kvalitativ textanalys av SAS kriskommunikation under pilotstrejken 2019. Materialet för studien är fyra pressmeddelanden som SAS publicerar på sin hemsida angående pilotstrejken. Syftet med denna uppsats är att undersöka SAS kriskommunikation, hur strejken framställs i pressmeddelandena, om någon konstrueras som ansvarig för krisen och om SAS tillämpar någon image reparerande strategi. Detta görs genom en teoretisk utgångspunkt från den retoriska kriskommunikationsforskningen och den systemisk-funktionella grammatiken, med fokus på den ideationella metafunktionen som anser att språkets betydelse är det centrala för texters mening. Metoder som används är den ideationell grammatik, ergativitetsanalys och en analys av image repair theory från den retoriska kriskommunikationsforskningen. Analysen visar att händelsen framställs som konkret med tydliga deltagare och påverkan, pilotföreningarna framställs som ansvarig för strejken och det återfinns flera olika image reparerande strategier i pressmeddelandena.

Detta kandidatarbete syftar till att påpeka några av de möjligheter som digitaliseringen bidrar till, genom att bland annat lyfta smartphones och sociala medier som en potentiell kanal för utökad kriskommunikation. I en krissituation är kommunikation av yttersta vikt. I Sverige har den traditionella kriskommunikationen länge kretsat kring ljudsignalen Hesa Fredrik och VMA (viktigt meddelande till allmänheten) i statligt ägda tv- och radiokanaler. På senare tid har stora delar av samhället kommit att digitaliseras, vilket även medför att förutsättningarna och möjligheterna för kriskommunikation utvecklas och förändras. Detta har visualiserats i en film med hjälp av designfiktion och diegetiska prototyper för att spekulera och testa vilka digitala lösningar som hade kunnat vara möjliga i en nära framtid. Vi har utgått från Bleeckers (2009) definition och beskrivning av designfiktion och som ett stöd i skapandet av detta användes metoder såsom Three Layered Model of design fiction av Lindley & Coulton (2014), scenarier som beskrivs av Nardi (1992) och framtida personas enligt Fergnani (2019). För filmens slutgiltiga resultat spelade framför allt de diegetiska prototyperna en betydande roll, men också den verklighetsbaserade grunden samt narrativet för att kunna sammanföra verkligheten med den spekulativa framtiden. I filmen visas dock endast ett fåtal av de oändliga möjligheter som digitaliseringen medför, men kan förhoppningsvis ses som inspiration till vidare utforskning av nya digitala lösningar för kriskommunikation. / This Bachelor Thesis aims to highlight some of the opportunities that the digitisation contributes to, by among other things, lifting smartphones and social media as a potential channel for increased crisis communication. In a crisis situation, communication is of utmost importance. In Sweden, the traditional crisis communication system has long revolved around the audio signal “Hesa Fredrik” and “VMA” (important announcement to the public) in state-owned television and radio stations. Recently, big parts of the society have been digitised which means that the conditions and opportunities for crisis communication both develop and change. This has been visualised in a film by using design fiction and diegetic prototypes as a way to help speculate and test which digital solutions may be possible in a near future. We have used the definition and explanation of design fiction as mentioned by Bleecker (2009), and methods such as the Three Layered Model of design fiction by Lindley & Coulton (2014), scenarios as described by Nardi (1992) and future personas according to Fergnani (2019) were supportive in the making of the film. For the final result of the film, the diegetic prototypes played a significant role, as well as the foundation based on reality and the narrative in order to connect the reality with the speculative future. Only a few of the endless opportunities that the digitisation brings is shown in the film, but may hopefully inspire further exploration of new, digital solutions for crisis communication.

UNIVERZITA KARLOVA FAKULTA SOCIÁLNÍCH VĚD Institut Komunikačních studií a žurnalistiky Katedra Mediálních studií Studijní obor: Mediální studia Krizová komunikace firem v sociálních médiích Kritická diskurzivní analýza facebookové stránky Liberty Ostrava Diplomová práce Autor práce: Bc. Veronika Langrová Studijní obor: Mediální studia Vedoucí práce: Mgr. et Mgr. Jaroslav Švelch, Ph.D. Rok obhajoby: 2020 Abstract in English: This Master's thesis focuses on crisis communication of companies through social media. Based on practical information from ArcelorMittal Ostrava / Liberty Ostrava, there is presented a critical discursive analysis, evaluation and possible recommendations for solving problems in social media. The work also includes topics related to the crisis and its types, the strategy of companies for social media, the most common risks in communication, or comparing traditional and social media in times of crisis. On a theoretical level, it also touches on the issue of the audience in connection with the use of social media by the working class. In addition to the analysis, the research also includes the characteristics of the Moravian-Silesian Region or a description of the problem concerning the sale of Ostrava steelworks to the new owner. The expected goal of the work is to describe the processes...

Social media plays an important role during multiple phases of a disaster. While it is widely known that citizens turn to social media during disasters to gain information and send help requests, there is a significant gap in our knowledge of how, or if, first responders use social media to conduct disaster response operations. To help address this gap this study employed qualitative, semi-structured interviews with a sample of first responders (N = 20) who were deployed to Hurricane Harvey in 2017. The interviews sought to gain a better understanding of how social media was used to conduct response operations and identify both limitations and advantages of social media as perceived by first responders. Through a systematic coding process the analysis identified four themes related to social media usage among first responders to disasters: (1) more than just Twitter; (2) rumor has it; (3) one size does not fit all; and (4) timing is everything. The findings of this research highlight the importance of social media for both organizations and individuals involved in responding to disasters.