How do public organizations manage crises? How do public organizations learnfrom crises? These seemingly basic questions still pose virtual puzzles for crisismanagement researchers. Yet, the interest of the academic and practitionerrealms in crisis management has grown in recent years. In this doctoral dissertationEdward Deverell sheds light on the problems regarding the lack ofknowledge on how public organizations manage and learn from crises, with anumber of critical knowledge gaps in contemporary crisis management as thestarting point.   In the last few decades the interest in crisis management as a scholarly fieldhas grown. This developing field is composed of an increasing number of looselyconnected social science scholars concerned with issues of extraordinary events,their repercussions and the way in which they are managed by authorities,organizations, policy makers and other key actors. However, there are severallacunae to be dealt with in the emerging field of crisis management research.This dissertation sets the spotlight on four of these limitations of the crisis managementliterature to date.   First, influential scholars within the field call for increased structuration andfeasible models to help us understand and explain various important factorsinfluencing the crisis management process. In this dissertation I try to bridgethis gap by developing theory on crisis response and learning. Crisis responsesignifies organized activities undertaken by a stakeholder when a community ofpeople – an organization, a town, or a nation – perceives an urgent threat to corevalues which must be dealt with under conditions of uncertainty. Crisis-inducedlearning refers to purposeful efforts, triggered by a crisis event and carried out bymembers of an organization working within a community of inquiry, that leadto new understanding and behavior on the basis of that understanding.   Second, organizations play a key role in crisis management. Surprisinglyenough, however, crisis management research have only occasionally built theoryon how organizations respond to crisis. So far, the literature tells us moreabout crises as events than on how these events are actually managed. One reasonis the focus within crisis management research on highly unusual, big catastrophicevents and industrial accidents. Therefore, this dissertation explorescrisis episodes that affect specific organizations rather than entire communitiesor national governments. In addition, the dissertation brings together debateson crisis management and crisis-induced learning from a public managementand organizational perspective.   Third, crisis management researchers have to date dealt mostly with acutecrisis response and issues of preparedness, while the issues of crisis aftermathsand crisis-induced learning are still relatively unknown. However, althoughthis study recognizes the importance of crisis planning and sense-making, thisshould not lead to a relative neglect of the issue of learning from crisis. Crisisinducedlearning is important as crises are rare events with huge repercussions.Thus crises are opportunities to draw lessons in order to improve future managementand crisis response, and to mitigate the risk of future crises.   Fourth, the relatively few studies that have dealt with crisis-induced learninghave focused on learning after the crisis (intercrisis learning), while theoryon learning during crisis (intracrisis learning) is not as developed. My interestin both inter- and intracrisis learning obligates me to study crisis response andcrisis learning in conjunction. This means studying how organizations respondto crises and how they learn during and from these episodes. By focusing onprocesses of crisis response and learning under pressure – rather than pre-crisisplanning, threat perception, risk management and preparedness – the dissertationlooks into how organizations and their members manage the challenge ofcrises and how they take on, make use of and implement lessons learned fromone crisis to the next.   The lacunae outlined above are theoretical points of departure for this dissertation’sinterest in the extent to which public organizations learn from crises.Accordingly, the overall objective of the dissertation is to increase understandingof crisis response and crisis learning in public organizations. In doing so, Iconduct an abductive study of how public organizations respond to crises andhow they learn during and after these events. The term ‘abductive’ refers toa research strategy which is characterized by continuous movement back andforth between theory and empirical data.   The first step of the research process was grounded in the empirical world.The empirical contribution is a careful process tracing and case reconstructionof six cases involving Swedish public sector organizations. In the methodologychapter (Chapter 3) I describe the basis of the empirically bounded case study approach and case reconstruction and process tracing method. Six case studiesof organizational crisis management and learning were selected for furtheranalysis. The case studies were based on a variety of sources including posthoc accident investigations, articles, organizational documents and 129 extensivesemi-structured interviews with key crisis managers. The process tracingand reconstruction efforts led to case narratives, which were then dissected byidentifying dilemmas and critical decision-making occasions that were studiedin more detail. The following cases are explored in the dissertation: TheSwedish energy utility Birka Energi’s management of two cable fires that causedlarge-scale blackouts in Stockholm in March 2001 and May 2002; The cityof Stockholm’s management of the 2001 blackout and the repeated incidentin 2002; The Swedish Defence Research Agency’s (FOI) management of hoaxanthrax letters in 2001; and three Swedish media organizations’ (the Swedishpublic service radio Sveriges Radio, the Swedish private TV station with publicservice tasks TV4, and the Swedish public service TV station Sveriges Television)management of news work and broadcasting challenges on 11 September 2001(and to some extent following the murder of the Swedish Foreign MinisterAnna Lindh in September 2003).   As the case selection reveals, all organizations under study are not puregovernment organizations. Rather three organizations (Birka Energi, SverigesRadio and Sveriges Television) are publically owned corporations, while one(TV4) is a privately owned media organization. Accordingly, this dissertationclaims that ownership is not the only measure of ‘publicness’. Media organizations,for instance, are of great importance for democratic societies. The term‘public organization’ is thus in this dissertation not used in the sense of equatingto government, but rather in reference to the degree of which political authorityand influence impacts on the organization.   The theory generating approach that this dissertation takes on impliesthat the case studies are ‘heuristic’ case studies. The dissertation aims to promotenew hypotheses for further research rather than to produce generalizedknowledge. To this end the case studies are further analyzed by specific theoreticalapproaches suggested by prior research. This second step of the researchprocess is dealt with in some detail in the literature review. The literature reviewin Chapter 2 aims to bring an injection of organizational studies into the fieldof crisis management research. The review presents relevant studies from thefields of crisis management studies, organization studies (with special attentiongiven to organizational learning theory) and public administration and management.The review puts forth a twofold argument: There is a need of increasedknowledge not only about crises and how they develop, but also about how theyare actually managed by public organizations. However, prior crisis managementresearch with bearing on public management organizations are mostly based on either political executive foreign policy decision making or on veryspecific high reliability organizations operating in the pre-crisis phase. Hence,organization studies and public management studies should play a greater partin crisis management research.   The review also provides an overview frame for the study by highlightingrelevant research. The chapter discusses the problems of defining, categorizingand operationalizing key concepts such as crisis, crisis management and organizationallearning.   In the third step of the research process, the case studies are further analyzedusing theoretical approaches aimed at proposing propositions on how publicsector organizations may respond to crises, and how they may learn from theircrisis experiences. These analyses have been carried out with an aim to producestand-alone articles aimed for publication in international scholarly journals.Thus this dissertation differs somewhat from the typical public administrationdissertation as it is comprised of an analysis of several articles, as opposed to amonograph. The journal articles are published or accepted for publication inthe Journal of Contingencies and Crisis Management, the Journal of HomelandSecurity and Emergency Management, Public Management Review, and RiskManagement. The articles are reprinted in four empirical chapters (Chapters4-7), which make up the core of the dissertation. Introductory and concludingchapters aimed at bringing the discussion together have then been added.I present the first empirical analysis in Chapter 4. It looks into how organizationalculture affects strategy and adaptability in crisis management. The keyresearch question is: What mechanisms affect organizations’ ability to restructurein order to cope with acute crisis management challenges? In the study I propose atypology of temporal organizational responses to crises in public perception. Thetypology is based on organizations’ abilities to change strategy and adapt theirmanagerial and operational levels to deal with crises. The empirical data used toconstruct the typology covers three organizational crisis responses: 1) The utilityBirka Energi’s response to a cable fire that caused a thirty-seven hour blackoutin Stockholm in 2001; 2) The TV station TV4’s response in terms of how toreorganize and broadcast during the 11 September 2001 terrorist attacks; 3)FOI, the Swedish National Defence Research Agency’s response to the anthraxletter scare of 2001 and 2002. The different organizational outcomes featuredby the typology reveal distinct aspects of organizational crisis management.According to the typology, the Fully Adapting Organization (TV4) managesto adapt both its strategy and its managerial and operational levels to deal withthe crisis. The Semi-Adapting Organization (FOI) changes its strategy but lacksthe capacity to change managerial and operational levels according to the newstrategy. The Non-Adapting Organization (Birka Energi) does not grasp theimportance of strategy change in the first place. Based on three inductive case studies, the study concludes that organizational culture plays an important rolein this process where the Semi-Adapting Organization and the Non-AdaptingOrganization were dominated by strong expert cultures which proved to be lessinclined to change. In contrast, the Fully Adapting organization had deliberatelyfostered an organizational culture in which flexibility – understood as thecapacity to readily adapt to changing demands – was a cornerstone.   The second empirical analysis is presented in Chapter 5. It deals with theissue of flexibility and rigidity in crisis response and crisis learning at two Swedishpublic organizations. The point of departure for the study is that the relationshipbetween crises, organizational crisis management response and learning hasto date been understudied. In an effort to broaden theoretical knowledge on therelation between crisis and learning, the study analyzes the crisis responses oftwo public organizations during a sequence of two failures. The empirical datais grounded in thorough process tracing and case reconstruction analyses ofhow the utility Birka Energi and the city of Stockholm managed two comprehensiveblackouts in March 2001 and in May 2002. The key research questionis: How does organizational rigidity and flexibility affect public organizations’ crisisresponse and crisis learning? A framework of rigidity versus flexibility in responseis utilized in the analysis. The findings are then discussed in relation to theirimplications for the nexus between crisis and learning. The study concludes byraising four propositions for further research.   The third empirical analysis is presented in Chapter 6. This study aims tocontribute to the debate on organizational learning from crisis by sheddinglight on the phenomenon of crises as learning triggers. In the study I pose thefollowing key research question: How can we analyze organizational learningduring and after crisis and what criteria should be part of the analysis? In an effortto unveil patterns of how organizational crisis-induced learning may appearand develop, I suggest a conceptual framework based on conceptual categoriesand answers to four fundamental questions: what lessons are learned (single- ordouble-loop)?; what is the focus of the lessons (prevention or response)?; whenare lessons learned (intra- or intercrisis)?; is learning carried out or blocked fromimplementation (distilled or implemented)? In the analysis section I explorethe practical applicability of the framework by using the same empirical casestudies as in Chapter 5. The final section suggests four propositions for furtherresearch.   The last empirical study is presented in Chapter 7. There I construct aframework of management, learning and implementation in response to crisis.My point of departure is a proposition from previous crisis managementresearch which posits that previous experience can shape crisis response as away of repeating former routines or as a precondition for improvisation. Thekey research question is: How do organizational management structures affect crisis response, learning and implementation? In the study I argue that flexibilityis closely connected to the way organizations learn – in behavioral or cognitivemodes. Moreover, these learning modes are connected to the role of managerialgroups, where I differentiate between centralized and decentralized top managerialgroups. In addition, two case studies of how two bureaucratic media organizations(Sveriges Radio and SVT) managed and learned from extraordinarynews events – most notably 9/11 and the assassination of the Swedish ForeignMinister Anna Lindh – are conducted. The findings show how the decentralizedmanagerial group learned in a behavioral fashion, by creating new formalpolicies and structures, while organizational members in the centralized managerialgroup relied on individual cognitive structures as a way of ‘storing’ lessonslearned. The study ends by discussing the findings from a crisis managementperspective, where I propose that the two modes of learning profoundly affectthe crucial issue of flexibility in organizational crisis response.The concluding Chapter 8 discusses and contrasts the findings and propositionsgenerated from the four separate empirical analyses. Here the role oforganizational structure and culture are highlighted by revisiting specific organizationalfactors that seem to impact on organizational crisis management andlearning processes, such as previous experience, flexibility and rigidity in crisisresponse and learning, and centralization and decentralization. These factorswere also outlined in the literature review. Further empirical evidence of howthe factors affect crisis response and crisis learning in organizations was foundin the four empirical analyses.   In addition, findings from the empirical studies also related to different types of learning processes such as intra- and intercrisis learning and singleand double-loop learning. Consequently these concepts are also deliberated upon in the concluding sections of the dissertation. As a final attempt to bring the propositions and arguments together, a framework of the crisis management and learning process is proposed. In regard to this venture, it is important to acknowledge the limitations of the framework, and of the dissertation as a whole. As it is only based on data from six cases of Swedish public organizational responses to crisis, the framework is merely a visual schematic of a number of propositions to be further tested and validated by further research. However, the framework also has a few virtues. It is an attempt to approach the ambiguous nature of crises and crisis management processes. The framework may also assist in providing more sensible and practical conceptualizations, and thus bring us closer to definitions that remain close to everyday operations of practitioners involved in crisis management. This dissertation thus makes an effort to bridge the gap between crisis management scholars and practitioners. This is also an overall goal guiding research activities at the National Center for Crisis Management Studies (CRISMART) at the Swedish National Defence College, where the research behind this dissertation has been conducted.

Title: Yes, but… - How changes in banks in Västerbotten are linked to the current financial crisis, but are still normal organizational development Background: In the beginning of the 90’s, there was a financial crisis in Sweden which hit Swedish banks hard. The Swedish bank Gota banken went bankrupt and Nordbanken was taken over by the government, in large part because of their apathetic reactions to the situation they were so surprised to find themselves in. Today, almost 20 years later, the banks of Sweden find themselves in a new crisis. Because of the important position banks have in society, it is extremely important that they remain stable and have the capacity to ride out a crisis situation comfortably. As the banks did not show any crisis management strategy or skills in the 1992 crisis, it is relevant to explore if the previous experience has given Swedish banks the ability to handle a crisis situation in an efficient way. Purpose: The purpose of this study is to apply organizational development theory, crisis management theory and adversity reaction theory to the primary data collected from the interviews with the banks and through that analyze if Swedish banks are acting to prevent the financial crisis from affecting them badly. Method: The study has a hermeneutical approach and was carried out by interviewing managers from the five major banks in Västerbotten. The primary data collected has been analyzed to get an understanding of the current development in the banks and its possible link to the financial crisis. Conclusion: We found that banks are constantly changing in order to keep up with their competitors, changes in technology, society and the increasing demands from customers. The current events and changes in the banks are undoubtedly linked to the financial crisis, it has accelerated change, it has slowed down ongoing processes and it has facilitated harder decisions and less popular changes. But the crisis has not caused drastic changes in the organizations or their way of doing business. In fact, it can be said that the changes due to the financial crisis is normal organizational development, as the banks have responded to it in much the same fashion as they do to all changes in the external environment. Key words: crisis management, organizational development, threat rigidity, prospect theory, financial crisis

Syftet med denna undersökning är att fastställa konsumenters uppfattning om SAS varumärkesattribut och utröna vilka av dessa som har påverkats av den ekonomiska kris som företaget genomgick under hösten 2012. Metoden utgjordes av en tvåstegsmodell med fokusgrupp som inledande stadie i studien i syfte att ta reda på vilka attribut konsumenter associerar med SAS, samt en enkätundersökning för att ta reda på huruvida det har skett en förändring i uppfattningen om dessa attribut tillhörande SAS. Teoretisk anknytning har tagit utgångspunkt i Aakers (2002) modell för varumärkeskapital samt teorier om attribut och konsumenters uppfattning. Resultatet visar att ingen stor förändring i uppfattningen har skett kring den övergripande uppfattningen om SAS, dock kunde tendenser till förändring i uppfattning anas om ett antal av SAS varumärkesattribut. I undersökningen framkom att lojala kunder hade en mer positiv uppfattning om SAS efter krisen i jämförelse mot icke-lojala kunder, att SAS EuroBonusklubbmedlemmar hade en mer positiv uppfattning om SAS efter krisen i jämförelse mot icke-medlemmar, samt att yngre respondenter i högre utsträckning upplevde att deras uppfattning om SAS var mer negativ efter SAS senaste kris jämfört mot äldre.

ABSTRACT Eighty per cent of small companies without a comprehensive crisis plan vanish within two years of suffering a major disaster—a remarkable and ominous statistic. Crises are occurring more often in all organizations, and when they occur, they are leaving a wake of financial, operational, and reputational damage. Why this trend, now? There are five important reasons: 1) a more volatile workplace involving financial, legal, or management issues within the organization; 2) an extreme production mentality often obscuring the conditions under which crises might otherwise be recognized, addressed, or mitigated; 3) enhanced technological platforms for information delivery, such as the Internet, generating a revolving information door thus promoting organizational stress and crisis; 4) fast-paced and invasive journalism practices that eliminate invisibility for decisionmaking or reaction; and, 5) lack of strategic planning for crisis. There is an increasing body of evidence suggesting that crises in an organizational environment, whether created by act-of-God or manmade circumstances, have defined and predictable characteristics often relating to communication problems in the discourse community. It is also evident that solutions exist to reduce the incidence and the intensity of crisis within this discourse community. Approaches include organizational vulnerability assessments, messaging strategies, forensic media tactics, and dedicated efforts to build relationships with important stakeholders. Each of these has as its foundation a vigorous strategic communication plan. Crisis plans are necessary in today’s business environment, and effective communication is an essential element of any crisis plan. This dissertation will focus on communication methodology as a means of crisis avoidance and crisis mitigation.

Recent years have seen increasing acknowledgment that aircraft accidents affect not only those who are killed or injured, but also the families and friends of victims. Survivors, victims and their families require sensitive treatment in order to help them cope with what has occurred. Following high profile accidents including USAir 427 and TWA 800, the United State of America started a new program which they call it Family Assistance after Air Disaster. After that a several documents providing guidance for dealing with victims and their families were published in Australia, the UK and the EU. However, in the Middle East, there is no region-specific family assistance guidance for dealing with aircraft accidents. As such, operators tend to use plans which have been designed from a western perspective. This means that the impact of culture, ethical sensitivities and religion have not been addressed fully. This thesis explores the differences in dealing with the families of victims after an accident in the Middle East focusing on the Muslim population. Interviews were conducted with experts from airlines, family assistance providers, religious leaders and victim support groups. These were supplemented by a survey of passengers and family members in USA, Malaysia and Saudi Arabia to compare and contrast the expectations and needs of those who may be affected by an aircraft accident. Over 300 responses were received and the data were validated through further expert interviews. The results supported the findings of the literature review and matched with the bad experiences documented within case study accidents such as the mid-air collision involving Saudi Arabian Airlines flight 763. The study found that the three factors are inextricably linked, with religion being a strong factor in determining individual’s response to their loss; how they relate to others and the type of support they should be given. Suggestions are made regarding the design of a Family Assistance Centre, staff training, words that should / should not be used; and to explain how people may react.

Background: The field of crisis management has been researched extensively in the last two decades, with a focus on man-made organizational crises in large corporations (Mitroff et al., 2001; Pearson et al., 1993; Weick, 1988). Crises, as phenomena, are very complex events with a low probability of occurrence (Pearson et al., 1998), which subsume multiple layers in their construction causes and manifestation. In the recent years, the number of crises has increased dramatically, with either natural, technological or human causes and each of us can name at least a few dozen examples. Crises are no longer an aberrant, rare, random, or peripheral feature of today’s society. They are built into the very fabric and fiber of modern societies" (Mitroff et al., 2001, p.5). Aim: The purpose of the present research paper is to enhance the understanding of the importance of crisis management for organizations, where the crisis can be triggered by a political unrest situation. Our empirical study will address the issues of how the Gulf Agency Company Egypt team identified, responded and learned from the organizational crisis they were faced with, due to protests against the formal regime of Hosni Mubarak, in the beginning of 2011. Methodology: The goal of our research paper is firstly using existing theory and previous knowledge which will serve as the bricks of our academic construction. Further on, the GAC Egypt case study will be the principal empirical tool that will support and prove or contrast the theoretical roots. In this way, we plan to make use of already existing theory, while in return bringing our own contribution by our results and empirical findings. Completion and results: Our results entail that there are numerous gaps between what the literature on crisis management presents and the organizational procedures in GAC Egypt. In this respect, our findings lead us to notice the absence of an official crisis management plan, minimal perception of credible early signals, weak top management support correlated with a high degree of employee empowerment, as well as the learning outcomes for the organization.

Samhällsstörningar i form av större olyckor, naturkatastrofer och liknande kriser har under senare år varit relativt frekvent förekommande i Västsverige. Denna kvalitativa studies övergripande syfte var därför att fördjupa kunskapen om vissa avgränsande faktorer som upplevdes som underlättande respektive försvårande med avseende på ledarskapet vid hanteringen av orkanen Gudrun samt vid raset av Europaväg 6 i Munkedals kommun. Ett delsyfte med studien var även att koppla studiens resultat mot Ronthys (2006) teori om ledarintelligens. Underlaget för studien utgjordes främst av hur personer i ledande ställning inom räddningsorganisationen upplevt dessa händelser, något som författaren fick ta del av genom sju semistrukturerade intervjuer. Av de intervjuade var sex män och en kvinna, åldersfördelningen varierade mellan 40 till 65 år. Samtliga deltagare var väl erfarna inom krishanteringsområdet med minst tio års arbetslivserfarenhet. Insamlad data analyserades med tematisk analys. De styrkor med avseende på ledarskapet som framkom av studien var vikten av att ha ett gemensamt mål, väl definierade roller, erfarenhet, gemensam struktur, möjlighet att distansera sig, att organisationerna fanns samlade samt att avlösningar finns tillgängliga. Svårigheter med avseende på ledarskapet som påpekades, var att deltagarna ställdes inför ovana situationer, osäkerhetsfaktorer, konflikter, emotionell påverkan samt att det kunde vara problem med att kunna tillgodose basbehov. Resultatet visade även på de många krav som ställdes på ledarna, exempelvis sakkunskaper och sociala kompetenser som ödmjukhet och förmåga att inge lugn och förtroende hos sina medarbetare. Slutligen visade resultatet på vikten av fortsatta övningar och kompetensutvecklingsbehovet hos de ledare som har till uppgift att hantera krissituationer, vilket bör beaktas inför kommande händelser som ställer krav på ett långvarigt ledningsarbete. / Community disturbances in the form of major accidents, natural disasters and similar emergencies have in recent years been relatively frequent in western Sweden. This qualitative study’s overall aim was to expand the knowledge concerning some delimiting factors perceived as being facilitating or aggravating for the leadership in the handling of hurricane Gudrun and the collapse of the European Highway 6 in Munkedal. A lesser aim of the study was to connect this study's results to Ronthy’s (2006) theory of leadership intelligence. The basis for this study consisted mainly of how the management personnel in the rescue organization experienced these events, which the author got acquainted to through seven semi-structured interviews. Of those interviewed were six men and one woman, and the age distribution ranged from 40 to 65 years. All participants were well experienced in crisis management with at least ten years of work experience. Collected data were analyzed by thematic analysis. The strengths of leadership that emerged from the study was the importance of having a common objective, well-defined roles, experience, common structure, the opportunity to distance oneself, that the organizations were in place, and personnel replacing available. Difficulties with respect to leadership, as noted, was that the participants were faced with unfamiliar situations, uncertainties, conflicts, emotional impact, and that there could be problems to meet basic needs. The results also showed the many demands made on the leaders, such as expertise and social skills such as humility and ability to produce harmony and trust among employees. Finally, the results showed the importance of continued training and the professional development needs of the leaders who are working in crisis management organizations, which should be considered for future events that require a long-term management work.

Purpose To study how improvisation allows a crisis manager to answer the crisis when it has occurred, and how the improvisational act and the environment are linked. Methodology/ApproachFirst, we led research on the concepts of crisis, crisis management and improvisation. We were able to distinguish two major characteristics of the crisis situation – uncertainty and time pressure – as well as two moments in crisis response – containment and recovery. In parallel, we studied improvisation. The improvisation act intervenes when one realizes the environment conditions, reduces the gap between thinking the action and executing the action, and increases the speed of his actual action. Also, we identified that improvisation was expressed through the use of creativity, bricolage and intuition. At last, some authors developed levels of improvisation whether based on creativity levels or on the distance between the way one acts and the procedures, the normal ways to act. From this literature review, we were able to highlight two research propositions: Proposition 1: As soon as a situation enters a crisis phase, improvisation is used. Proposition 2: The way and the extent to improvise depend on the extent of time-pressure and uncertainty.Our belief in a mainly subjective conception of reality and of our knowledge and the fact we could use enough existing knowledge to enunciate propositions led us to have a semi-inductive research approach and a qualitative strategy. Our data were collected by using recorded semi-structured interviews. Our sample was constituted of managers specialized in the management of a crisis – surgeons and high mountain rescuers. Findings Our data analysis allowed us to confirm the research propositions. Crisis managers improvise when responding to a crisis by being creative, aware and adaptable to the environment conditions, and by having quick decision-making processes. Their improvisation levels are dependent on the situation uncertainty/novelty levels. In fact, we could identify a “mirror effect”: the level of improvisation increases as uncertainty increases. Limitations Some points are factors of the limitation of this research. These limitations are essentially linked to a reduced transdisciplinary approach. The topic of this research deserves a larger sample of interviewees in order to improve the relevance of our findings and their capacity to be generalized. Originality/Value The value of this study comes from the relevance of the investigated fields – fields with recurrent crisis management – and from the experience of their interviewed members. This research was also led with philosophical considerations materialized by a transdisciplinary approach. Indeed, we interviewed persons from fields outside business management.

Abstract China Steel Corporation (CSC) was established in 1971. As all employees having been toiling together, has gradually forged itself as an affirmed enterprise group. During the late 1980s, the increasing civil awareness of environmental protection has caused mass and continuous violent protests. In view of this, CSC, a state-owned company then, abided by the Government policy to strengthen good relations with communities, established communication channels with the Legislative Yuan, the congress in Taiwan, and the media, so as to reinforce the communication with the stakeholders and improve crisis management effectiveness. In April 1988, CSC¡¦s Public Relations Office was established to promote public relations-related activities. It was renamed as Public Affairs Office after the privatization of CSC in 1995. During this evolutional process of environmental civil rights the author was fortunate enough to grow up together with CSC, and participated in many cases of crisis management. Experience shows that the first priority of crisis management is crisis prevention, and the highest level of crisis management is to transform the crisis into opportunity. Otherwise, a corporate will pay a significant price, and compromise its image. Realizing the importance of crisis prevention and management to a corporate, the author selects this issue as a research subject. This study is based on the process of crisis management proposed by Mitroff & Pearson as the main theoretical framework. The five stages proposed include (a) signal detection, (b) probing and prevention, (c) damage containment, (d) recovery, (e) learning. This study adopts the case analysis and depth interviews as research method, supplemented by literature review in order to verify both the practice and theory to be coherent and consistent. Two cases, foreign labor event of K Corporation and fire accident of C Corporation are studied by depth interviews with experts in crisis management of CSC Group. In addition, this study particularly strengthens the design of the interview to make the research more complete and satisfactory. This study selects the people with practical experience in these events as the interviewee. Through depth interviews, this study tries to present a more objective view of these events from the aspects of scope, depth. From the case study, it is found that most companies neglect the concept of crisis prevention, however, pay much attention to handling the crises instead. As a result, these companies have to pay more cost and price for their ignorance of crisis prevention. Study also found that over the past twenty years, there were several occurrences of crises in CSC Group companies. Substantial compensation has never been the case occurred. However, C Corporation was obliged to compensate as the company¡¦s event of fire, which brings the CSC Group serious sequela and potential crisis, and as a result, increases the difficulties of crisis management. This study tries to provide some recommendations that would be helpful for CSC Group and other businesses for their reference and in establishing systems of crisis prevention and crisis management.

The defense and relief of disaster concern both the safety of people¡¦s lives and properties, so the international communities appreciate them nowadays. The administrative approaches and methods are not the same because of the differences of the international communities¡¦ situation and their environment. Some are in the charge of the authorities concerned and some are in the charge of grassroots, however, their goals are conformed by using all resources of the government and the private, in order to protect people¡¦s safety and to reduce the loss of properties through warning and relieving. Our government has noticed the importance of fire fighting relieving system since the so-called ¡§Ba-chang Stream Event.¡¨ Later, the following administrative system, including ¡§The national search center of the Administrative Yuan,¡¨ ¡§The public office of fire fighting and disaster relief,¡¨ and ¡§International search system of the R.O.C.,¡¨ are set. Their roles and responsibilities are made into laws, so the administrative systems are unclogged. However, the relieving armed forces are not centralized, which shows the space of conformity and reduction. In the near future, our relief system should go to ¡§A-R(administration & relief) two-step system¡¨ The national search center are in charge of conformity; the fire station is in charge of land relief, and the sea cruise is for the sea relief. Thus, the relief systems are simplified. Owing to the shortage of equipments, we can combine the air police, CAA, the armed forces and international search system with the aircrafts and ships, in order to make to system perfect and conformable. After the goal is fulfilled, we will make it standardization and more professional. In consideration of the threats of the P.R.C., the mobilization cannot be abrogated at wars. Also there hasn¡¦t any wars for years, the opportunities in normal times are bigger than at wars, so the armed forces relief cruise should change their roles by following the administrative Yuan¡¦s orders. At the same time, the mobilization and people¡¦s defense system should be combined, with a view to relieving the preparation and accommodation in normal times, and the job leaves to the damage protection and rescues.