On February 14, 2007, JetBlue Airways experienced a major blow to their well-respected reputation when ten planes were delayed with passengers stranded on board for up to eight hours each. Through intense coverage and negative reporting from the media, JetBlue launched a multi-pronged crisis communication response strategy to repair the damage. Using Situational Crisis Communications Theory (SCCT) as a framework, the research in this study demonstrated the importance of crisis communications planning, corporate apologia, corporate impression management, and image restoration within an organization. A discourse analysis was utilized to identify the types of messages delivered by the media, the crisis response strategies and tactics implemented by JetBlue, and stakeholder reactions to the JetBlue responses. Content from the messages were then placed in appropriate categories identifying the type of strategy and tactic utilized. Category definitions, examples of comments, and the identifying attributes were included to help support that JetBlue was successful in repairing and recovering their reputation

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The intent of this thesis is to better comprehend the strategies used in crisis denial videos from the perspective of kategoria. Benoit and Dorries taxonomy of kategoria was applied to crisis denial claims using the Sandy Hook elementary school shooting as a case study. The claims of prominent truther and YouTuber, Alex Jones, were coded and analyzed based on this taxonomy. The categories of the taxonomy include: accused committed the act before, accused planned the act, accused knew likely consequences of the act, accused benefitted from the act, and other. Two coders trained in identifying these criteria coded three transcribed YouTube videos focused on Sandy Hook with a combined total of over 1.5 million views. Accused planned the act and accused committed the act before were the most used taxonomy, with a 4 to 1 and 2 to 1 margin respectively, showing a consistent preference on how Jones likes to construct his claims. These tactics put the victims of Sandy Hook in an uncomfortable position because they are forced to deny the denial, a process that quickly becomes cyclical. The responses either transcend to an issue of free speech versus defamation or attack the accuser through litigation and public organizations dropping him. Claims that the accused has done it before denies closure to multiple crises while claims that it was planned seem endless and also contribute to denying closure. This denial puts victims in a chronic stage where they are forced to constantly and endlessly re-evaluate the crisis without resolution, disrupting current stage theory in crisis recovery. Truthers have changed how we define hoax. Previously, a hoax was the crisis, but now claims are made post-crisis depicting the crisis as hoax. Further research should focus on the formulation of a response to crisis denial that can break the cyclical pattern.

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Carema Care (numera Vardaga) är ett privat ägt vårdföretag med verksamhet inom äldreomsorgen. Under hösten och vintern 2011 utsattes företaget för en intensiv mediebevakning där de anklagades för besparingar och vanvård. I denna uppsats undersöks Carema Cares externa kriskommunikation under mediedrevet. Kriskommunikationen analyseras utifrån situational crisis communication theory. Teorin beskriver vilka försvarsstrategier som ett företag kan och bör använda för att rädda sitt anseende. Teorin gör gällande att den viktigaste faktorn vid val av försvarsstrategi bör vara typ av kris som uppstått. Studien har utgått ifrån en kvalitativ textanalys med systematiserande frågeställningar och klassificering som tillvägagångssätt. Först analyserades nio nyhetsartiklar för att försöka fastställa vilken typ av kris som ägt rum. Därefter studerades Carema Cares pressmeddelanden för att identifiera vilka försvarsstrategier som Carema Care använt sig av och om dessa överensstämmer med vad som föreskrivs inom situational crisis communication theory. Resultatet visar på att Carema Care inte i något pressmeddelande använt sig av de försvarsstrategier som föreskrivs i situational crisis communication theory. / Carema Care (now by the name Vardaga) is a privately owned company within the field of elder care. During the autumn and winter of 2011, the company was the focal point of an intense media reporting. The company was accused of budget cuts and neglected care. This thesis investigates the external crisis communication from Carema Care during the intense media reporting. The crisis communication is analyzed using situational crisis communication theory. The theory describes which crisis response strategies that a company can and shall use when faced with a crisis in order to restore its image. The theory claims that the most important factor when choosing crisis response strategy is what type of crisis that has occurred. The investigation was carried out using qualitative text analysis, more specifically the method systematic questions and classification was used. In the first step, nine news articles were analyzed in order to determine what type of crisis that had occurred. In the second step, the press releases following each news article were analyzed in order to determine what response strategy that had been used and how it compared to what the theory recommended. The study shows that Carema Care did not use the response strategy recommended from situational crisis communication theory in any of its press releases.

This essay examines the aviation companies SAS,Norwegian and Finnair and their crisis communicationon social media before and after the beginning of the COVID-19 crisis. The theories used are Situational Crisis Communication Theory and Corporate Apologiatogether with the general study of crisis communication. The study was done with a quantitative analysis with a coding scheme. The results show us that the aviation companies have a similar approach on social media but with very distinct differences. Everyone used the SCCTs rebuild strategy eventhough the theory recommends the diminish strategy. Every aviation company used Apologias bolstering reaction through accepting responsibility and put themself in positive perspective. Interesting discoveries were that the companies did not act as the SCCT recommends. Norwegian stops publishing content on their social media in the middle of march. Finnair have a primary focus on Twitter where they also have the least amount of followers. The aviation companies drastically changes their communication when the crisis present it self. / I den här rapporten undersöks flygbolagen SAS, Norwegian och Finnairs kriskommunikation på sociala medier under COVID-19 krisens början. Teorierna som används är Situational Crisis Communications Theory och Corporate Apologia tillsammans med den allmänna kriskommunikationsforskningen. Undersökningen gjordes genom en kvantitativ innehållsanalys med kodschema. Resultatet visar på att flygbolagen har en liknande strategi på sociala medier men med tydliga skillnader. Alla använde sig av SCCTs återskapandestrategi medan teorin rekommenderar den förminskande strategin. Alla flygbolag gick också efter Apologias bolsteringsstrategi genom att ta ansvar i krisen men sätta sig själva i gott ljus. Intressanta fynd var att flygbolagen inte agerar enligt SCCTs teori. Norwegian slutar att uppdatera sina sociala medier mitt under tidsperioden. Finnair fokuserar starkast på Twitter där de har minst antal följare. Flygbolagen förändrar sin kommunikation totalt när krisen inträffar.

I början av 2020 drabbade Covid-19-pandemin Sverige. Lokala aktörer blev offer för krisen och drabbades hårt av restriktioner. Följder av restriktionerna innebar färre besökare och minskad lönsamhet hos de fysiska butikerna, vilket resulterade i konkursansökningar.  I studien ska fem lokala butiker inom Jönköpings detaljhandel studeras.  Fokus ligger på hur butikerna använde kommunikation på sociala medier, Instagram, för att nå ut till kunder och följare under Covid-19-pandemin. Kriskommunikationens process och dess betydelse för samhällsaktörer i en kris är centralt för studien.  Följande studie utförs med en kvalitativ metod. Genom intervjuer och en språklig analys av text, ska butikernas innehåll på sociala medier undersökas, samt den kontext dessa verkar i och processen bakom arbetet. Uppsatsen grundas på Situational Crisis Communication Theory. Teorin är testad på större organisationer. I detta fall ska mindre företag i Sverige studeras, vilket inte kan liknas med tidigare forskning. I studien framkommer att butikerna kommunicerade som en indirekt följd av myndigheternas uttalanden. Texterna är personliga och gestaltar ansvar, lösningar och tacksamhet.  Det framkommer också hur butikscheferna upplevde sitt arbete med kommunikation i en kriskontext. De vittnar också om det upplevda värdet av information och kundrelation i en svår tid. / At the beginning of 2020, the Covid-19 pandemic hit Sweden. Local actors were deeply affected by the restrictions. The restrictions led to fewer visitors and decreasing profitability for physical stores, which resulted in bankruptcy filings. In this study, five local retail stores in Jönköping are being studied. The aim is to understand how the stores used communication on social media, Instagram, to reach out to customers and followers during the pandemic. Furthermore, the study aims to increase knowledge about the crisis communication process and its significance for local actors in a crisis.   The following study is carried out using a qualitative method. The stores’ content on social media, its context, and the process behind it are examined through linguistic text analysis as well as interviews. The study uses Situational Crisis Communication Theory. Unlike previous research, smaller businesses in Sweden are objects of study. The study shows that the store employees communicated as an indirect consequence of the statements from authorities. The texts are personal and portray responsibility, solutions, and gratitude. The thesis elucidates how the store managers experienced working with communication in a crisis context. It also explains the perceived effects of communication and customer relation in a hard time.

Abstrakt Titel: ”Från djupet av mitt hjärta… Förlåt, förlåt oss och förlåt mig - Från djupet av mitt hjärta.” - En studie av hur ett fackförbund hanterar en medialiserad skandal. Författare: Viktor Birlev och Ebba Rosell. Syfte: Syftet är att bidra till ökad kunskap om och förståelse för organisationers kommunikationsstrategiska arbete för att hantera förtroendekriser, som får stor medial uppmärksamhet. Teori och material: Textanalys med hjälp av dialogisk- och retorisk analys av fyra inslag i etermedia och texter publicerade på fackförbundets Kommunals webbsida och deras pressmeddelanden under tidsintervallet 12 januari till 13 februari. Teoretiska utgångspunkter har varit image repair theory, situational crisis communication theory och de retoriska begreppen konnotation och kroppsspråk. Huvudslutsatser: Den vanligaste huvudstrategin i den planerade kommunikationen var tillrättaläggande. I nyhetsjournalistiken var det också tillrättaläggande tillsammans med strategin bortförklara som var vanligast. Gesterna och blicken användes mest hos de ledande representanterna i inslagen i etermedia. Universitet: Medie- och Kommunikationsvetenskap, Linnéuniversitetet, Växjö Termin: Vårtermin 2016 Handledare: Håkan Sandström Examinator: Göran Palm Nyckelord: Förtroendekris, skandal, fackförbund, Kommunal, image repair theory, situational crisis communication theory, retorik, konnotation, kroppsspråk.

The purpose of this thesis is to determine through focus groups and individual interviews the identity gaps experienced by young adult smokers, the strategies they enact to minimize or avoid identity gaps, and contexts in which layers of identity are aligned in order to target those sites in future smoking cessation health campaign messages. Engaging in stigmatized health behaviors, like smoking, impacts the messages individuals receive from other people and the media about their health, identity, and behaviors, and the way they communicate about themselves. Michael Hecht's (1994) communication theory of identity (CTI) explains the process of enacting and shaping identities through communication and provides the framework of this thesis. Identities consist of four interpenetrating layers: enacted, personal, relational, and communal. When there is a discrepancy between layers an identity gap occurs. Identity gaps are associated with uncomfortable dissonance and negative communication outcomes. However, identity gaps also present opportunities for targeted health messages that draw attention to dissonance as a motivational tactic and offer behavior change strategies to decrease gaps. I conducted four focus groups and ten interviews focusing on the daily experiences of 20 young adult smokers. Identity gaps emerged involving all four layers of identity, though personal-enacted, enacted-relational, and personal-relational identity gaps were reported most frequently. Strategies to manage identity gaps included lying about smoking, hiding the behavior of smoking, and gauging others' reactions prior to disclosing smoking status. Participants voiced contexts and relationships in which layers of identity aligned, including around other college-age individuals and friends. Theoretical and practical implications of these findings are offered, including suggestions for health messages and interventions targeting management strategies and contexts where identity is aligned in order to decrease their efficacy and thus increase the magnitude of the already pervasive identity gaps young adults smokers experience in the hopes of motivating behavior change.