Syftet med denna studie var att ur ett public relations-perspektiv studera polisens kriskommunikationsretorik i samband med kritik från allmänheten. Denna uppsats har utgått från två fall; fallet i arresten och kvinnoregistret. I uppsatsen har en kvalitativ textanalys använts på sammanlagt 14 texter från polisens egna kanaler. Den teori som använts för att urskilja vilka försvarsstrategier som polisen använt i materialet är image restoration theory. Dessutom har ett public relations-perspektiv använts för att förstå varför försvarsstrategierna använts samt för att belysa ett annat relevant public relationsbegrepp, nämligen öppenhet. Resultatet av analysen blev bland annat att polisen i båda fallen var konsekventa med sin information och att de använt en strategi mer än andra i respektive fall. En slutsats som dras är att allmänhetens förtroende är mycket viktigt för polisen. En annan slutsats som dras är att öppenhet anses vara viktigt, inte bara av tidigare forskning, utan också av polisen själv. / The purpose of this study was by using a public relations perspective study the Swedish police’s crisis communication when criticism from the multitude has occurred. This thesis point of departure has been two cases; fallet i arresten and kvinnoregistret. A qualitative textual analysis has been made on 14 articles from the police homepage and Facebook. The theory that has been used to distinguish what image repair strategies that the police has used is image restoration theory. A public relations perspective has also been applied to produce an understanding for why the image repair strategies has been used, as well as to provide the thesis with another concept important to public relations; openness. The result of the analysis has been among other things that the police in both of the cases were consistent with their information and that they primarily has used one of the image repair strategies. A conclusion is that the multitudes confidence in the police is very important for the police. Another conclusion is that openness is considered important, not only to previous researchers but by the police itself.

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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.

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.”

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This study examined the significant impact of culture on global public relations practices using a case study analysis of Dove, H&M, and Nivea’s media campaigns between 2017 and 2019. The analysis was carried out through a structural comparison between the public’s reaction from the United States and Nigeria. Cultural variations between the two countries were examined, and how the variations impact GPR practices were explored. Social judgment theory, apologia, and image restoration theory were used as the theoretical frameworks alongside Hofstede’s cultural dimensions. This study demonstrates that understanding cultural dimensions as it applies to diverse countries operating in the global market can reveal how organizations can design and implement effective public relations practices across borders regardless of the existing cultural differences, which pose as a challenge.

The case study ”Är det H&M eller luvtröjan?” intends to analyze the crisis communication that took place during H&Ms crisis in early 2018. The crisis situation stems from a controversial choice of letting a dark-skinned child wear the hoodie with the print “Coolest monkey in the jungle”. H&M was quickly criticized by the media for making racial remarks. To address the situation H&M published an official press release on their website and several public statements on their social media channels. With the main purpose of the case study being to analyze H&Ms official statements about the crisis situation, we intend to identify which strategies were applied to reduce eventual reputational damage to H&M. The case study focused on answering the different questions based on the crisis that occurred. The questions are “Which rhetorical appeals were used in the official statements published by H&M?”, “Which identifiable strategies from SCCT and IRT were used in the official statements published by H&M”, and “Which actions were implemented by H&M after the crisis situation, and what effect does that have on the brand?”. A rhetorical analysis was used to identify which rhetorical appeals including Ethos, Logos, and Pathos were used in the official statements by H&M, and furthermore, understand what the usage of certain appeals means to the crisis situation and its communicational part. The theories within crisis communication that were used are situational crisis communication theory and image restoration theory. These theories present strategies to use in cases of crisis. To answer the second question, the official statements were analyzed and categorized after which strategi they could identify as. The last question was not based on theories, and was answered by following research about H&Ms actions after the crisis. The results shows that H&M mostly used pathos to persuade the organization's stakeholders to show regret about the situation, and that pattern can be found in all the official statements that were analyzed. Furthermore, the theories that were most identified in the official statements were sympathy, regret, and apologetic, which overall shows regret from theorganization. To answer the last question about reputational damage. H&M has since the crisis followed by hiring a global head of diversity and inclusion, to prevent similar events from occurring.

Big organisations and companies in game development and distribution have in recent years become involved in public-relations crises. In the past you could see that dissatisfied consumers have an impact on the image for organisations. To find out how an organisation can stop or mitigate a bad image, an analysis was conducted of Activision Blizzard’s communication to the public during their Public-relations crises, with a connection to strategic communications theories. The method used in the study was a Content analysis with a deductive approach to critically analyse the messages that was communicated during the public-relations crises the organisation had. The results of the analysis gave information for both Successful communication and communication that could have been improved with the strategic communications theories. With this information there is another source for crisis managers to construct messages during a crisis to either stop or mitigate a bad image. The study also gives an example on how to analyse an organisations crisis communication critically.

本論文旨在探討台北犁記餅店在2014年中秋節前夕爆發的餿水油事件中的危機溝通策略，並檢視其危機溝通成效。為探討危機溝通中傳統媒體與新媒體的角色區別，本論文檢視了四大報在餿水油事件中對於台北犁記餅店的線上報導、台北犁記的官方網站與相關官方文件，以及台北犁記的臉書粉絲團。研究結果發現傳統報章媒體已和新媒體高度整合匯流，因此危機事件的傳播速度比起以往更加快速、傳播範圍也更加廣泛。這樣的現象使得公關人員在面對危機事件時，必須更精準地掌握時間做出適當的危機溝通策略，並更加善用社群媒體以和關係人溝通。本論文特別研究台灣中小型本土企業在數位時代中面對危機的溝通策略與成效，提供有別於針對跨國或大型連鎖企業的分析與建議。 / This present case study of Taiwan gutter oil crisis focused on the well-known pastry bakery, Taipei Lee-Chi. This century-old bakery was involved in the food safety crisis during Moon Festival in 2014, resulting in a financial loss of more than NTD 40 million at that time. To explore how traditional and new media play roles in crisis communication for local businesses in Taiwan, the present case study examined relevant news coverage, official documents, and communication activities on social media. More specifically, the analysis included media’s attitude toward the issue shown on major newspaper websites, the responses of Taipei Lee-Chi, and public opinions revealed on its Facebook fan page. The findings suggested that traditional media have converged with new media, and the latter assumes such a powerful influence in crisis communication today. It was found that similar crisis information fast transits from one medium to another, adding more pressure to public relations practitioners to respond to crisis in a timely manner. Social media in particular may not be overlooked and could serve a useful tool in managing corporate crisis. The current study also offered new insights on how local businesses may deal with crisis in the digital age, as most previous crisis studies addressed cases of large national or global corporations.

Text in English, abstracts and keywords in English, Afrikaans and Zulu / Secondary educational institutions need to constantly scan their environment for crises that could hamper their operations and hinder the achievement of their organisational objectives. These institutions should also engage their strategic stakeholders in a mixed motive communication to collaboratively discuss the crises and find amicable solutions; thereby avoiding crises like the proliferating student strikes in secondary educational institutions in Kenya. This study explored the need for a customised Proactive Crisis Communication Process (PCCP) framework for secondary educational institutions in Kenya to avoid student strikes. A two-phased approach was adopted to collect the data. The first phase involved 12 one-on-one semi-structured interviews with the principals of the secondary educational institutions in Mirangine Sub-County, while the second phase involved five focus group discussions with the students of Ruiru Secondary School. The results indicated that student strikes in secondary educational institutions in Kenya were proliferating and that despite this, these institutions lack proactive measures to avoid strikes. Hence, this study posited a PCCP framework that proposed various proactive measures to avoid student strikes in secondary educational institutions in Kenya. / Sekondêre opvoedkundige instellings moet konstant hul omgewing ondersoek vir krisisse wat hul bedrywighede kan belemmer en die bereiking van hul organisatoriese doelwitte kan verhinder. Hierdie instellings moet ook hul strategiese belanghebbers by gemengdemotief- kommunikasie betrek om gesamentlik die krisisse te bespreek en minlike oplossings te vind; en sodoende krisisse soos die toenemende studentestakings in sekondêre opvoedkundige instellings in Kenia te vermy. In hierdie studie is die nodigheid vir ʼn doelgemaakte ProaktieweKrisiskommunikasieproses (PCCP)-raamwerkvir sekondêre opvoedkundige instellings in Kenia ondersoek om studentestakings te voorkom. ʼn Tweefase-benadering is gevolg om die data in te samel. Die eerste fase het 12 halfgestruktureerde onderhoude behels wat een-tot-een met die hoofde van die sekondêre opvoedkundige instellingsin Mirangine Sub-Countygevoer is, terwyl die tweede fase bestaan het uit vyf fokusgroepbesprekings met die studente van RuiruSecondarySchool. Die resultate het getoon dat studentestakings in sekondêre opvoedkundige instellingsin Kenia vinnig toeneem en dat hierdie instellings, ten spyte daarvan, nie oor proaktiewe maatstawwe beskik om stakings af te weer nie.Gevolglik het hierdie studie ʼn PCCP-raamwerk aangeneem wat verskeie proaktiewe maatstawwe voorstel om stakings deur studente in sekondêre opvoedkundige instellings in Kenia te verhoed. / Izikhungo zemfundoyomkhakhawamasekhondari kumele zihlale ziqaphele ukuthi akukho yini endaweniezikuyookungasusaudweshubesekuphazamisaukusebenzakwazokuvimbe impumeleloyazoezinhloswenizayo.Lezizikhungokumelezibuyezisebenzisane nabathintekayo balawule amasu okusebenza ukuba kubenokuxhumana okunhlobonhlobo kuxoxwe ngokubambisana ngodweshu olungavela nokuthi lungasonjululwa kanjani ngendlela egculisayo; ngaleyo ndlela-ke ingagwemeka imibhikisho yabafundi elokhu isabalala ezikhungwenj zamasekhondari eKenya. Lolu cwaningoluhlola isidingo sohlaka lwekhethelo lokusheshe kusukunyelweudweshu lungakenzeki,i-Proactive Crisis Communication Process (PCCP) olungasebenza ezikhungweni zemfundo yamasekhondari eKenya ukuze kugwenywe imibhikisho yabafujni. Kwemukelwaindlela ezigaba zimbili yokuqoqainingwane. Isigaba sokuqala ngokuxoxisana okuyi-12 komuntu ebhekene nomuntu okuthi akuhleleke nje, okwenziwa nothishanhloko bezukhungo zemfundi yamasekhondaribaseMiringane Sub-County, kanti isigaba sesibili sabandakanya izingxoxo eziyisihlanu zamaqembu agxike kokuthile nje, zenziwa nabafundi besikole iRuri Secondary School. Imiphumela yaveza ukuthi imibhikisho ezikhungweni zemfundo yamasekhondari eKenya yabe yanda nokuthi nangaphandle kwalokhu izikhungo lezi zazingenazo izinyathelo ezingazithatha ngaphambi kwesikhathi ukuvimba ukwenziwa kwemibhikisho. Yikho-ke lolu cwaningo luphakamisa uhlaka lwe-PCCP oluncoma izinyathelo ezahlukene okumele zisheshe zithathwe ukugwema imibhikisho yabafundi ezikhungweni zamasekhondari eKenya. / Communication / M.A. (Communication)