Notre recherche qualitative, une étude de cas en communication de crise, dresse le portrait de la marée noire dans le golfe du Mexique durant l’été 2010. La recherche est ancrée sur le modèle de l’Image Repair Theory (IRT) de W.L. Benoit, bonifié de contributions d’autres auteurs, afin d’étudier les stratégies de communication de crise utilisées par British Petroleum America (BP). En scrutant la version Web de quotidiens d’information et le site Internet de BP, nous avons identifié 176 citations officielles que nous avons cataloguées grâce à une analyse de contenu basée sur la Théorie de la narration de Nicole D’Almeida. La description de ce cas réel et l’analyse des stratégies de communication de crise de BP confirment l’adaptabilité de l’IRT bonifiée (IRTB) aux conditions de l’étude et au contexte propre à la crise. L’IRTB a facilité l’interprétation et l’indexation des six stratégies de communication de crise utilisées par BP afin de défendre, promouvoir ou réparer sa réputation.

Notre recherche qualitative, une étude de cas en communication de crise, dresse le portrait de la marée noire dans le golfe du Mexique durant l’été 2010. La recherche est ancrée sur le modèle de l’Image Repair Theory (IRT) de W.L. Benoit, bonifié de contributions d’autres auteurs, afin d’étudier les stratégies de communication de crise utilisées par British Petroleum America (BP). En scrutant la version Web de quotidiens d’information et le site Internet de BP, nous avons identifié 176 citations officielles que nous avons cataloguées grâce à une analyse de contenu basée sur la Théorie de la narration de Nicole D’Almeida. La description de ce cas réel et l’analyse des stratégies de communication de crise de BP confirment l’adaptabilité de l’IRT bonifiée (IRTB) aux conditions de l’étude et au contexte propre à la crise. L’IRTB a facilité l’interprétation et l’indexation des six stratégies de communication de crise utilisées par BP afin de défendre, promouvoir ou réparer sa réputation.

Thesis (M.A.)--Indiana University, 2010. / Title from screen (viewed on July 18, 2010). Department of Communication Studies, Indiana University-Purdue University Indianapolis (IUPUI). Advisor(s): John Parrish-Sprowl, Kristina Horn Sheeler, Ronald Sandwina. Includes vitae. Includes bibliographical references (leaves 133-138).

Prior research has pointed out the importance of companies attending social media during company crises. Though limited studies have examined how crisis communication stands on social media platforms during real organisational crises. Done by a qualitative textual analysis conducted through official statements from H&M:s Facebook posts, Twitter posts and Instagram posts for this case, this study aims to explore how the crisis communication for H&M stood during their crisis “coolest monkey in the jungle” in January 2018 to see how H&M used effective crisis communication strategies. The textual analysis is used to study how the empirical material reveal recurrent strategies from Image repair theory together with the rhetorical concept of ethos pathos and logos. Based on prior research for crisis communication mainly made through case studies we use the same design which has been proven successful. Findings suggested how H&M regularly were using recurrent strategies from Image repair theory and the rhetorical concept in their crisis communication in this case. The outcome of this study shows an example for how crisis communication on social media can be and how effective crisis communication strategies can be used on social media.

Notre recherche qualitative, une étude de cas en communication de crise, dresse le portrait de la marée noire dans le golfe du Mexique durant l’été 2010. La recherche est ancrée sur le modèle de l’Image Repair Theory (IRT) de W.L. Benoit, bonifié de contributions d’autres auteurs, afin d’étudier les stratégies de communication de crise utilisées par British Petroleum America (BP). En scrutant la version Web de quotidiens d’information et le site Internet de BP, nous avons identifié 176 citations officielles que nous avons cataloguées grâce à une analyse de contenu basée sur la Théorie de la narration de Nicole D’Almeida. La description de ce cas réel et l’analyse des stratégies de communication de crise de BP confirment l’adaptabilité de l’IRT bonifiée (IRTB) aux conditions de l’étude et au contexte propre à la crise. L’IRTB a facilité l’interprétation et l’indexation des six stratégies de communication de crise utilisées par BP afin de défendre, promouvoir ou réparer sa réputation.

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.

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.

In the fall of 2021 Swedish news media reported a maternity care crisis in Region Stockholm. Midwives resigned in protest against deficient working conditions and Region Stockholm appointed a special coordinator to solve the situation. The study aims to examine how Region Stockholm communicatively and strategically addresses problems in maternity care during the so-called maternity care crisis in 2021 and 2022. The questions used to fulfill the purpose of the study are: What events caused the communicative measures? What is the narrative of the communication, and does it differ from medias descriptions of the situation? Which actors are given room to speak and who is attributed responsibility? What rhetorical expressions are used? To answer these questions, previous research and theories regarding crisis communication, crisis rhetoric and message strategies for crisis management are applied. The empirical material consists of eight texts and one video, all produced and published by Region Stockholm on their own website. The nine posts are examined using a qualitative text analysis method. Our results show that mass terminations, deficient working conditions and staff shortage was the most common cause of Region Stockholm’s communicative measures. The narrative of the material was mainly about Region Stockholm presenting measures for the situation within maternity care. However, we could determine a difference between Region Stockholm’s and the media’s descriptions about the situation. The most significant result shows that Region Stockholm does not mention the word crisis in their communication. The result also shows that Region Stockholm is the actor given most room in the communication, where the coordinator is the only person that gets room to express oneself. Logos is the most common rhetorical expression that is invoked by objectively informing about the measures taken and Region Stockholm appeals to ethos by their already existing position in the society and by emphasizing positive aspects of the organization. Finally, we were not able to establish that Region Stockholm attributes crisis responsibility to themselves since they refer to different external factors that can be understood as a cause for the situation.

Background: Brands that decide to publish sexist advertisements can generate issues for the company, as well as the perception the consumer has of the brand can become negative. This as consumers form attitudes towards the brand’s delivered communication which influence the overall evaluation the consumer has towards the brand. It is therefore of importance for brands to understand how to respond to sexist advertisements that have been published in order to determine the created negative publicity, where one given approach is to apply one of the image repair strategies. Purpose: The purpose of this paper is to describe how a brand’s image repair strategy towards its sexist advertisement affects consumers’ attitudes. Methodology: This research undertook a qualitative research approach with a descriptive nature. In order to ensure that the advertisements were classified as sexist and that the image repair strategies correspond with the brand’s responses according to the public, a pre-study was conducted through five semi-structured interviews. For the main study eight semi-structured interviews were conducted with both men and women as participants within the ages of 19-56 years old. Findings: The thesis identified that consumers' attitudes were affected by the four components: correspondence between advertisement and response, authenticity in the response, clarity regarding what actions to take and pre-knowledge of the brand. These components are therefore of importance for companies to take in consideration when responding towards sexist advertisements that they have sent out. Conclusion: Regarding the image repair strategies it was found that the responses given through the strategies of denial, evasion of responsibility and reduction of offensives lacked in all detected components. Furthermore, mortification as a strategy was not perceived as negative regarding the responses, however it still lacked the components. Corrective action was the only strategy where consumers' attitudes did not become negative towards the correspondence and authenticity in the response. However, all five strategies lacked clarity regarding what actions to take.

During the last few years, Cancel culture became a significant part of the social mediaculture. The new phenomenon aims to call out people or companies that have acted in a wayt hat does not go with the values of the consumers, which leads to a canceling. Companies got canceled and had to adjust their crisis communication to the consumers in order to repair the companies image. The consumers in question are mainly Millennials and Generation Z who tend to be ethical consumers that focus on social injustice. This leads to bigger pressure on companies to act and adjust their crisis communication accordingly. The purpose of this study is to investigate what kind of crisis communication could be used during a canceling. A statement from two canceled companies, Oatly and Starbucks, will be examined based on their crisis strategies and rhetorical strategies. Both companies claim that their actions in areas, such as climate change and social injustice, are correct and they try to convince thee thical consumers that they can be trusted as an ethical company. The study revealed that both companies used established strategies in their crisis communication, which did differ from one another. Both companies claim that their actions in areas, such as climate change and social injustice, are correct and they try to convince the ethical consumers that they can be trusted as an ethical company. Oatly communicated in a transcendent way and stood firmly by their actions, whereas Starbucks promised to change their actions.