On September 15, 2008, Lehman Brothers filed for bankruptcy causing the meltdown of the fourth-largest American investment bank that shocked the financial industry and caused major damage to the world’s economy. This paper examines the situation leading to the bankruptcy of Lehman Brothers and identifies the key publics in the financial crisis. In addition, this paper examines the communications and relationships Lehman Brothers had with its key publics during the crisis from the perspective of the Excellence theory. The facts and evidence of the case of Lehman Brothers’ bankruptcy that are presented in this paper are sourced from news releases, congressional hearing reports, examiner’s reports on Lehman Brothers’ bankruptcy filing, Lehman Brothers’ earning reports, conference calls, and press releases. Finally, this paper will provide recommendations on dealing with crises based on Excellence theory and the opinions of public relations practitioners. / text

Research suggests that reporting suicide has the potential to influence vulnerable individuals to emulate suicide behaviour. Media guidelines for the responsible reporting of suicide have been developed and disseminated worldwide, but with mixed success. One factor that may influence guideline uptake is the degree to which health professionals have collaborated with the media professionals in guideline development, dissemination and implementation. The study used semi-structured interviews with media professionals to understand attitudes towards the guidelines, to explore the ways in the media were engaged in communication regarding the guidelines, and to identify whether this engagement bears upon media attitudes toward the guidelines. Findings indicate that media professionals view the guidelines as useful information within the bounds of normal reporting, but find them difficult to implement. Excellence theory indicates that the predominantly one-way and asymmetrical strategies used to engage the media in communication around the guidelines may play a role in these attitudes. The study echoes literature suggesting that collaborative guideline development and implementation is essential to meaningfully change suicide reporting practices.

This dissertation explores intersections of public relations and social media in the context of professional sports organizations. Specifically, this dissertation examines sports public relations practitioners’ perceptions of public relations, social media, the relationship between the two, and their organizational roles relative to both practice areas. This study explores the degree to which these practitioners have integrated social media into the organizational functions of public relations. With this, the purpose of this dissertation is to examine how social media have affected the practice of excellence in public relations within professional sports organizations in the U.S.

Denna studie studerar Halmstad kommuns kommunikation i en särskilt ansträngd situation och vill bidra med kunskap om organisationskommunikation i liknande kommunikationsinsatser.  Hur har Halmstad kommun arbetat för att föra in dricksvattenbrist på kommunens invånares agenda under bevattningsförbudet 2017? Vilka strategier har Halmstad kommun använt sig av i sin kommunikation under bevattningsförbudet? Hur beskrivs Halmstad kommuns kommunikation gentemot kommuninvånarna och de lokala medierna av kommunens och lokaltidningens representanter? Vilken retorik har Halmstad kommun använt i kommunikationen under bevattningsförbudet? Denna uppsats studerar Halmstad kommuns strategi och retorik under kommunens bevattningsförbud 2017. Med hjälp av Excellence Theory in public relations och intervjuer analyseras Halmstad kommunens kommunikationsstrategi samt en retorisk analys av tre kommunikationsinsatser. Uppsatsens resultat visar att Halmstad kommun har haft som del av sin strategi att vara kommunikativa, informativa och öppna under bevattningsförbudet. Vilket speglar sig i retoriken som använts i de studerade kommunikationsinsatserna.

Public Diplomacy has been around for decades, in some parts of the world more than others. Despite that, research related to public diplomacy has mainly focused on approaches serving governments’ policy concerns. A large part of the research has also surrounded efficiency aspects: the level of impact culminating from public diplomacy activities. This tunnel vision has undoubtedly contributed to the limitation of theoretical and methodological development. From that standpoint, this study attempts to contribute and fill the existing theoretical and methodological gap. The study builds on the research by Yun (2005), directed by J. E. Gruing, and examines the reliability of her framework and sheds light on some potential shortcomings and eventual amendments. Suggesting the convergence of public diplomacy and public relation, the model is composed of two theoretical frameworks. Public diplomacy as the dependent variable is anchored in Grunig’s excellence theory and national culture as determinants (independent variable) is anchored in Hofstede’s cultural dimensions theory. As did Yun, the study finds that cultural dimensions as determinants for South Korea’s public diplomacy do not possess sufficient explanatory power to understand South Korea’s public diplomacy management. A historical lens and additional contextual factors would hypothetically better explain Korea’s public diplomacy, paving the way for future studies.

The aim of this thesis is to explore how public relations contributes to organizational culture at Carilion Clinic, a large health organization based in Roanoke, Va. Using the excellence theory combined with organizational culture perspectives as a lens, the study interviewed Carilion Clinic communications employees to uncover the presence of excellence principles in their public relations. A second part of the study analyzed employee posts on the organization's internal website to identify the congruency of organizational value meaning and manifestation between the organization and its employees. Results from the study found presence of five of the seven excellence principles in Carilion's public relations and that three of the five organizational values are congruent between the organization and its employees. Results suggest that Carilion Clinic's public relations efforts are contributing to organizational culture. Efforts by Carilion's public relations successfully communicate organizational values and foster a participative culture. This case study shows that public relations is beneficial to fostering organizational culture and that excellence principles as developed by the excellence theory can serve as a guide for organizations when implementing and evaluating public relations practices. / Master of Arts

This aim of this thesis is to contribute to the debate about the best approach to engage citizens with sustainable behaviour. It is generally agreed that „bottom-up‟ approaches, where individuals are actively involved, are more effective than „top-down‟ authority-led projects where they have a more passive role. There is, however, a dearth of evidence from comparative evaluations. This thesis examines six distinct communication activities aimed at encouraging individuals to adopt more sustainable behaviours. Each used a different approach, some participative and others more top-down informational. Two questionnaires were used to gather data. The first was conducted at the time of the activity; the second between four and five weeks later and included questions about behaviour change. Variables from Petty and Cacioppo‟s Elaboration Likelihood Model (ELM), such as perceptions about a message and its source, and variables which Ajzen‟s Theory of Planned Behaviour (TPB) proposes as being key to behaviour change, such as subjective norms and attitudes, were used to see if these identified any difference in outcome. Findings indicate support for the added value of a bottom-up approach compared to other mechanisms and identify that this may be partly explained by the extent to which such activities offer a more supportive environment for behaviour change to take place. The measures used in this study may be useful to others seeking to evaluate behaviour change communication campaigns or those comparing different communicative approaches.

Relationships with internal stakeholders within the organisation (employees) are crucial for organisational survival and success (Hargie & Tourish, 2000:293; Jensen, 2010:32; Koschmann, 2007:12; McDermott & Chan, 1996:5; Van der Colff, 2003:258). Therefore, twoway symmetrical communication with employees in building relationships and relationship management is so important (Bezuidenhout, 2010; Koschmann, 2007:8). The North-West University focuses on maintaining good relationships with their employees through communication, but experience challenges in this regard. The Institutional Office of the North-West University is the main source of information and communication with employees of all three campuses. A consultant (Media Mosaics, 2010) and two other studies (Holtzhausen & Fourie, 2011; Mmope, 2010) identified various problems with the communication and consequent relationships between the Institutional Office and the Potchefstroom Campus employees. Given that good relations between the two business units are a focus of the university and that the outcomes of internal communication are good relationships, it is necessary to determine how the internal communication from the North-West University Institutional Office to Potchefstroom Campus employees are conducted in order to build good relationships. To determine the above a literature study, questionnaire survey and semi-structured interviews were carried out. The systems approach, reflective paradigm, excellence theory, two-way symmetrical communication model and stakeholder relations theory were used as a theoretical framework (Dozier, et al., 1995; Ferreira & Staude, 1991; Grunig & Grunig, 2000:310; Grunig et al., 2002; Ledingham & Bruning, 2001:63; Skinner & Von Essen, 1999:257; Steyn & Puth, 2000; Verčič et al., 2001:382). From the results it appears that the North-West University Institutional Office and Potchefstroom Campus employees do not agree on all aspects of the relationship and communication between them. It appears that the North-West University Institutional Office meets only some of the requirements of communication and relationship building, as it has been set out in the literature, and that there is room for improvement. / MA (Communication Studies), North-West University, Potchefstroom Campus, 2014

Relationships with internal stakeholders within the organisation (employees) are crucial for organisational survival and success (Hargie & Tourish, 2000:293; Jensen, 2010:32; Koschmann, 2007:12; McDermott & Chan, 1996:5; Van der Colff, 2003:258). Therefore, twoway symmetrical communication with employees in building relationships and relationship management is so important (Bezuidenhout, 2010; Koschmann, 2007:8). The North-West University focuses on maintaining good relationships with their employees through communication, but experience challenges in this regard. The Institutional Office of the North-West University is the main source of information and communication with employees of all three campuses. A consultant (Media Mosaics, 2010) and two other studies (Holtzhausen & Fourie, 2011; Mmope, 2010) identified various problems with the communication and consequent relationships between the Institutional Office and the Potchefstroom Campus employees. Given that good relations between the two business units are a focus of the university and that the outcomes of internal communication are good relationships, it is necessary to determine how the internal communication from the North-West University Institutional Office to Potchefstroom Campus employees are conducted in order to build good relationships. To determine the above a literature study, questionnaire survey and semi-structured interviews were carried out. The systems approach, reflective paradigm, excellence theory, two-way symmetrical communication model and stakeholder relations theory were used as a theoretical framework (Dozier, et al., 1995; Ferreira & Staude, 1991; Grunig & Grunig, 2000:310; Grunig et al., 2002; Ledingham & Bruning, 2001:63; Skinner & Von Essen, 1999:257; Steyn & Puth, 2000; Verčič et al., 2001:382). From the results it appears that the North-West University Institutional Office and Potchefstroom Campus employees do not agree on all aspects of the relationship and communication between them. It appears that the North-West University Institutional Office meets only some of the requirements of communication and relationship building, as it has been set out in the literature, and that there is room for improvement. / MA (Communication Studies), North-West University, Potchefstroom Campus, 2014

After facing the economic recession, the South–African and global business sectors started revaluating their human capital and the positions they represent within an organisation. Each individual now had to prove that they contributed towards the organisation’s bottom line, as each and every cent had to be counted and accounted for. Some functions within organisations could easily prove their contribution towards the bottom line by providing production or sales outputs. The public relations practitioners and the corporate communication efforts they offered, however, faced a bleak future, as their contribution towards the tangible assets was very rarely recognised (Kim, 2000:276). The financial services sector however, in which an advisor’s contribution towards the organisational bottom line is easily quantified, started to acknowledge the need for this sector to improve upon its ‘softer’ intangible assets such as client communication and client relationships. The sector believes that communication establishes relationships, and sound client relationships is the only way to sell financial products and services, as people seldom entrust their life earnings or financial dreams to strangers (Christiansen & DeVaney, 1998:7). Public relations practitioners know how to use communication optimally in the quest for building client relationships, and financial services need those skills in order to sell their products and contribute towards the bottom line. These two functions could thus work together towards the achievement of their goals - public relations to prove their bottom line contribution, and the financial services sector towards improving client relationships. These statements led to the general Research Question of this study: “What is the nature of the relationship between (i) corporate communication efforts, (ii) client communication satisfaction and (iii) client relationship satisfaction, and these concepts’ relationship to (iv) client economic contribution, within a financial services organisation?” This Research Question is answered from the systems theory as meta–theory with the support of the strategic communication, excellence and relationship management theories, and Futurum Financial Group (FFG) services as the financial services organisation for this study. A qualitative and quantitative research approach was followed to establish the constructs, and the relationships between the constructs. The Financial Advisors and public relations practitioner in FFG have a good understanding of the need for strategic communication efforts, and a relationship between their efforts and the client communication satisfaction and client relationship satisfaction could therefore be indicated. A further relationship between the client communication satisfaction and client relationship satisfaction and the client economic contribution was also established. Recommendations to improve the situation within FFG included a better focus on database administration, corporate communication consistency, Financial Advisor diligence, and providing clients with more frequent updates regarding their financial situation. The greatest strengths were client–advisor trust and corporate communication professionalism. This study thus contributes to the argument that communication efforts add tangibly, by means of client economic contribution, to the organisation’s bottom line, within the financial services industry. The study furthermore provides some recommendations for the financial services industry to improve their communication skills in order to build client relationships. / Thesis (M.A. (Communication Studies))--North-West University, Potchefstroom Campus, 2011.