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No description available.

On April 10, 2019, a global crisis began outside Ethiopia’s capital, Addis Ababa. A Boeing 737 Max 8 airplane owned and operated by Ethiopian Airline crashed in the desert killing all on board. The accident mimicked a six months old Lion Air flight 610 which happened in Indonesia and claimed the lives of all crew and passengers. Together, these accidents claimed the lives of 346 people and have been noted as one of the dark days in modern aviation history. Subsequently, the aviation world grounded all Boeing 737 Max aircrafts amid safety concerns. This brought severe public criticism to Boeing, America’s biggest manufacturing exporter, relative to the safety of its flagship airplane. Applying crisis communication theories such as Apologia, SCCT, and Image Restoration, the study finds that these strategies together with other public relations strategies could support public perception in favor of Boeing.

This study investigates the influence of different crisis response strategies and relationship history on corporate credibility and the dimensions of the organizational-public relationship. The relationship dimensions examined were trust, commitment, satisfaction and control mutuality. An experiment was conducted among undergraduate students drawn from an introductory mass communication class. Results indicate that when an organization's relationship history with its publics is positive, the public is more likely to view the post-crisis relationship quality and organizational credibility as positive than negative. Additionally, more accommodative crisis response strategies have a greater impact on relationship quality than less accommodative strategies. Crisis response strategy does not have an effect on corporate credibility. The results emphasize the importance of relationship building before crises and of assessing previous relationship history when matching response strategies to crises.

Theory-metodological part: definition of basic terms as corporation -- corporation surroundings, corporate identity and image; extraordinary incident, crisis situation, crisis, crisis management; brief definition of legislative-juristic environment. Definition of the term communications -- common aspects and types of communication. Crisis communication, analysis of available methods of crisis communication in a company, analysis of available tools of crisis communication in a company. Practical part: manual for crisis communication of a company applied in bank's environment.

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.

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Hosting the Tokyo 2020 Olympics during the COVID-19 pandemic presented a major crisis for the Olympic movement, both in Canada and around the world. The Pandemic led to an unprecedented postponement of the games and to widespread concern that the Tokyo Olympics could become a mega-spreader event. The purpose of the present study is to provide an empirical accounting of the Canadian experience prior to and during the Tokyo Games, specifically through a thematic analysis of content related to COVID-19 and the Olympic Games, as produced by major Canadian media sources and key Canadian sport organizations. Utilizing a communication centered view of crisis informed by Situational Crisis Communication Theory (SCCT) and narrative management, the present study examined the crisis response of major Canadian sport organizations, most specifically the Canadian Olympic Committee (COC) (Coombs, 2007; DiSanza et al., 2018; Gigliotti, 2020). A unique methodological approach was used in the present study, beginning with both database and grey literature search strategies to collect data from Canadian media sources and sport organizations. Sources included the CBC, the National Post, and the Globe and Mail as media sources, and the Canadian Olympic Committee, Own the Podium, and Sport Canada as major sport organizations. Researchers then followed a data analysis process utilizing a framework of thematic analysis from Braun and Clarke (2006), collaborative analysis following Richards and Hemphill (2018), and the use of software and visual narrative analysis based on the work of Hoeber et al. (2017). This methodology allowed the researchers to analyze a large sample of 930 documents published between March 11th, 2020 and August 22nd 2021. The results of the present study revealed a complex and changing narrative in response to the COVID-19 pandemic and subsequent postponement of the Tokyo Olympics. The decision by the COCC to withdraw from the Olympics in March 2020 was portrayed as a principled stand that influenced the IOC into postponing the Games to a year later. The COC continued to focus on promoting athletes in their public messaging and presented a strong, coherent narrative that appeared consistent with the values of key stakeholders and minimized the reputational threat posed to the organization. The IOC however received substantial negative media coverage, especially in the lead up to the Games in 2021. During the initial period of the Games themselves, media coverage focused on new COVID-19 cases and the effect of strict safety protocols. However, by August 2021 there appeared to have been a significant shift in the narrative, with the focus becoming stories and performances of Olympic athletes. The results of the present study emphasize the importance of effective narrative management in crisis communications, and the consistently of this approach with SCCT (Coombs, 2007; DiSanza et al., 2018). Furthermore, the effectiveness of the COC’s crisis response also reinforces a communication centered view of crisis, where the perceptions of stakeholders are viewed as a key element of defining organizational crisis management (Gigliotti, 2020). To minimize the reputational threat to their organizations, crisis managers should ensure that stakeholder perceptions remain central to their crisis communication decision making, and managers should also consider the importance of crafting a strong and coherent narrative.

Studien ämnar att undersöka hur Crisis Management kan användas vid utformning av kriskommunikation samt om det går att skilja kommunikation och kriskommunikation åt. I syfte att uppnå detta genomför studien en fallstudie av två svenska företag som är verksamma i fastighetsbranschen under nyproduktionskrisen 2018 (Oscar Properties och Aros Bostad). Fyra kvalitativa semistrukturerade intervjuer med verksamma experter inom kriskommunikation har genomförts i syfte att underbygga och utveckla studiens analytiska grund. Efter genomförd studie har författarna sammanställt och presenterar en modell baserat på Crisis Managements tre olika faser med bidrag från Expressiveness Quotient-modellen. Modellens uppbyggnad är förändrad till att vara cirkulär och ser kriser istället likt ett kretslopp utan några tydliga avgränsningar mellan de olika krisfaserna, eftersom studien visar på svårigheter att skilja dessa åt. Syftet med en modell likt den är att påminna sig och organisationen om att den inte verkar i ett sammanhang skiljt från omvärlden utan att de faktorerna kan komma att spela in på organisationen. Ett exempel från studien och fastighetsbranschen är regeringens införande av amorteringskrav, en extern faktor som organisationerna var tvungna att förhålla sig till och kom att påverka marknaden. Ett annat sådant exempel på en extern faktor som är svår att planera och förutse är mediebevakningen. / The aim of this thesis is to examine how Crisis Management can be applied when formulating crisis communication, and whether there is a distinct difference in how regular communication is built. This thesis consists of a case study subsidized by two companies in the housing industry, Oscar Properties and Aros Bostad, during the crisis on the housing development market 2018. Four qualitative semi-structured interviews with active experts in crisis communication are carried out with the aim of supporting and developing the analytical basis of the study. After completing the study, the authors have compiled and presented a model based on Crisis Management's three different phases and combined it with dimensions from the Expressiveness Quotient-model. The models structure has changed to be circular and defines crises like a cycle. The cycle is carried out without any clear delimitations between the different crisis phases, since the study shows difficulties in distinguishing these. The purpose of a model like this is to remind the organization that they do not operate in a context separate from the outside world but that these factors may affect the organization anyhow. An example from this study and the housing development industry is the government's introduction of amortization requirements, an external factor that the organizations had to consider and came to influence the market. Another example of an external factor which is difficult to plan and predict, is media coverage and how it will affect the organization's reputation.

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.