This thesis focuses on the issue of government authorities and assesses its activity in the case of legality distortion. The thesis describes government autority in general as a whole, from which detaches its local part and focuses on its function during specific activities. The basic used document was the valid legislation of the crisis management, professional publications and appropriate documents. The aim of this work is based on the available literature to describe and evaluate the functioning of the government in solving distortions of legality consider whether legislative support is enough, and bring in new methodology for increasing the success of the management activities of local authorities.

Crisis management is the process by which an organisation deals with a disruptive and unexpected event that threatens to harm the organisation or its stakeholders. Fast fashion retailers have been highly affected by crisis spread through social media, which could be seen as a result of the increasing usage of social media. This thesis is concerned with crisis management and crisis communication examining Coombs Situational Crisis Communication Theory. Trust repair in regards to social media is further investigated and incorporated with Coombs SCCT model. The purpose of the study is to gain an insight into how trust repair works when dealing with crises, in the context of social media. A qualitative study was utilised with an abductive approach to research the purpose. The context of this paper is a case study involving H&M, the second biggest fast fashion retail company, that managed to miss the mark by publishing an ad that provoked many people all over social media. Social media platforms, namely Facebook, Twitter and Instagram, were observed and a social media feed was collected and later analysed to shed light on the trust repair process. A focus groups was also formed to gain complementary data to strengthen the findings. The findings add insight to the field of crisis management, as well as the concepts trust repair and social media, which have not been researched together in relation to crisis management and crisis communication before. Findings showed that H&M used different approaches in dealing with the crisis, some corresponding with the SCCT model to regain trust from their stakeholders.

Det som märks är att kriser sker hela tiden, där gäller för reseaktörerna att vara förberedda. Krishantering är någonting som de flesta reseaktörer har men när det kommer till marknadsföringen av en destination vid kris ligger de lågt. Däremot marknadsför de destinationer i olika kanaler vanligtvis. / What you can notice is that crisis occur all the time, here it is important that tour operators is prepared. Crisis management is something that most of them have however marketing a destination in crisis they do not make any fuss. By contrast they marketing destinations in different distributaries channels.

The study of governance and the distribution of power between public administrators and politicians is a broad field to explore, crisis management is another. The recent birth of the collaborative governance theory bridges the gap between the two and puts the public administrator and other actors on an even playing field in search for collaboration. This study examines the creation of a collaborative governance network focused on crisis management in a Swedish county as well as the actors of the collaborative governance networks thoughts on roles and distribution of power between public administrators and politicians. The study is a qualitative case study where the views of the politicians is compared to the thoughts of the public administrators through a survey. The study concludes with a summary of the examined subject with the biggest revelation being the uncertain role for public administrators in a collaborative governance regime. The politicians know their role as policy makers and decisionmakers, but the public administrators are split in their view on the subject, probably due to the change in distribution of power and the relatively new landscape of governing through collaboration. The study also confirms many of the theoretical framework that encapsulates a lot of the collaborative governance theories. Keywords:

A Comunicação Organizacional é um instrumento precioso e imprescindível tanto como ferramenta auxiliar no planejamento estratégico integrado quanto na prevenção ou resolução de uma crise de imagem, sendo esta definida como uma entidade externa e uma construção mental que inclui ideias, sentimentos, atitudes, conceitos mentais e expectativas, e que pode afetar diretamente a relação da organização com o seu público (STERN; ZINKHAN; JAJU, 2001). As estratégias de Comunicação Organizacional interferem diretamente ainda na recuperação da credibilidade e na reconstrução da imagem corporativa após um incidente de crise. Este estudo apresenta estratégias de Comunicação Organizacional e de Gestão de Crise de Imagem adotadas pela Assessoria de Comunicação do Instituto Federal de Educação, Ciência e Tecnologia do Rio Grande do Sul – Campus Caxias do Sul. Dois anos depois de ter sido instituído, em 2010, o IFRS Campus Caxias do Sul enfrentou uma crise ocasionada pelo atraso na conclusão da obra da sede definitiva, fato que ocasionou protestos dos alunos, pais e servidores da instituição e que foi amplamente divulgado pela imprensa O início do trabalho de Comunicação Organizacional se deu em 2013, a partir de um planejamento de comunicação estratégica. Inicialmente, foi realizada uma pesquisa qualitativa exploratória com os stakeholders (alunos, servidores, pais ou responsáveis e profissionais da imprensa), a fim de ampliar os conhecimentos sobre o contexto da crise. Após o diagnóstico da situação, foi realizado um Planejamento de Comunicação Organizacional e um Plano de Gestão de Crise de Imagem, com base no modelo de Timothy Coombs, elaborados para que a instituição pudesse recuperar a imagem abalada e a credibilidade do seu público de interesse. A implantação das estratégias de comunicação e do Plano de Gestão de Crise de Imagem foi planejada e executada em conjunto pela assessoria de comunicação e os gestores responsáveis pela instituição e resultaram em maior proximidade com o público e maior transparência nas relações, despertando o sentimento de pertencimento dos stakeholders em relação à instituição. / Organizational Communication is a precious and indispensable instrument as an auxiliary tool in integrated strategic planning and in the prevention or resolution of an image crisis, defined as an external entity and a mental construct that includes ideas, feelings, attitudes, mental concepts and Expectations, and that can directly affect the organization's relationship with its public (STERN; ZINKHAN; JAJU, 2001). The Organizational Communication strategies directly interfere in the recovery of credibility and in the reconstruction of the corporate image after an incident of crisis. This study presents strategies of Organizational Communication and Image Crisis Management adopted by the Communication Department of the Federal Institute of Education, Science and Technology of Rio Grande do Sul - Caxias do Sul Campus. Two years after it was instituted in 2010, The IFRS Campus Caxias do Sul faced an image crisis caused by the delay in the completion of the definitive headquarters work, a fact that provoked protests from students, parents and employees of the institution and was widely publicized in the press. The beginning of the work of Organizational Communication occurred in 2013, from a strategic communication planning. Initially, a qualitative exploratory research was carried out with the stakeholders (students, servants, parents or leaders and the press) in order to increase knowledge about the context of the crisis After the situation was diagnosed, an Organizational Communication Plan and an Image Crisis Management Plan, based on the Timothy Coombs model, were prepared so that the institution could recover the shaken image and the credibility of its target audience. The implementation of the communication strategies and the Image Crisis Management Plan was planned and carried out jointly by the communication advisor and the managers responsible for the institution, and resulted in greater proximity to the public and greater transparency in the relations, arousing the feeling of the stakeholders in relation to the institution.

The diploma thesis deals with the state of readiness of the health service of the Slovak Republic for solving crisis features connected with mass infliction of the population. The crisis features are mostly connected with risk to peopleś health and lives therefore the health intervention, which increases the demands made on support of usual health care, seems to be necessary . The health service shall be ready to solve them as soon as possible with use of all necessary force and means. The thesis analyses the level of readiness of the health service for managing emergencies connected with risk to health and lives of a larger number of people. It expertises legal surroundings of health support of crisis management, it explains the basic terminology, evaluates the level of health provision of rescue works and views the impact of reorganisation of the health service on crisis health support. It complex analyses the influence of the whole real level of the health service of the Slovak Republic on solving crisis situations. The diploma thesis proposes pursuant to the performed analyses organizational measures for the better quality of the process of solving crisis features and for increasing its effectivity.

The thesis summarizes the information and tools for the crisis management including the tools of timely warning against non-standard situations in company. It points out the most common causes of crises and their possible solutions.

No description available.

[pt] A presente dissertação aborda a prevenção e a resposta de órgãos públicos a eventos críticos de desastres naturais. Os levantamentos e análises apresentados são referentes a uma instituição pública, a Prefeitura Municipal do Rio de Janeiro, especificamente o Centro de Operações Rio. Trata-se de uma central de controle de emergências de Defesa Civil, com estruturas de governo voltadas para analisar e avaliar as ameaças, desenvolver e implementar respostas alternativas, comunicar informações e decisões. Em termos metodológicos, o trabalho foi feito a partir de consultas bibliográficas, visitas técnicas consubstanciadas na experiência profissional do autor. O presente trabalho faz uma análise de acidentes ocorridos no exterior e no Brasil. Dentre os resultados, conclui-se que as duas principais funções de um plano de gerenciamento de crise sejam proporcionar uma resposta rápida e eficaz às ameaças advindas de crises de segurança pública e ou desastres naturais. Dentre as vulnerabilidades observadas, pois não estavam claramente evidenciadas no Centro de Operações Rio destaca-se: A necessidade de um maior número de Exercícios Simulados de Emergências dos cenários relevantes com significativa participação das comunidades presentes nestes cenários. Em termos de potencialidades e aumento de eficácia na gestão de desastres naturais sugere-se: Planificar e identificar todas as áreas e regiões da Cidade do Rio de Janeiro estabelecendo uma Matriz de Risco dedicada especificamente para aquele local. Conclui-se que, para este tipo de eventos existe uma permanente necessidade de planejamento, organização e treinamentos prévios e estruturados, evitando os desajustes, falhas e improvisações comuns nestes tipos de ocorrências. / [en] The Project shown from now on is based on Public Policy Regulation studies as one of the elements crisis manager and its proposal is to explain how to prevent and what s the right position to assume when the natural accidents happens. The topics presented here are those one considered as the most important in the Government Institution, in this case, the institution is the Rio de Janeiro City Hall and its Operation Center - Centre of Operations of Rio de Janeiro, that is the central office to control emergences regarding Legal Defense. Centre of Operations of Rio de Janeiro is the Central Office containing different government structures and with a multidisciplinary professional team previously selected (technicians and employees) to analyze and evaluate threats, to develop and implement alternative answers and also communicate to all involved in the program, in an orderly manner, all necessary information and decisions to be taken, if needed; as well as coordinating the back to normal operations, once having been terminated the threat or crisis involving civil defense. Since the threats coming from a crisis of public policy can impair significantly the daily management and continuity of operations of a Government Organization, it becomes imperative that the institution is prepared to respond immediately to such situations, thereby minimizing the destructive effects to the civil society. Therefore, the mainly function of a crisis management plan is to provide an early and effective reply to the threats coming from public security crises and/or natural disasters, as well as to provide the necessary information to teams that are working previous structured and training according to a planning and organization, avoiding disagreements, faults and negligence that are very common in these kind of events.

Les leçons tirées des accidents passés soulignent que les limites en matière de gestion de crise se caractérisent principalement par des dysfonctionnements collectits (organisationnels, comportementaux et cognitifs), l'absence et/ou la formation inadaptée des acteurs. En effet, les exercices de formation ont actuellement des limites telle que l'évaluation : cette dernière se concentre sur les compétences techniques du groupe, et non pas sur les compétences non techniques mobilisées, tandis qu'elle n'est pas effectuée en temps réel. La restitution des résultats lors du débriefing est également incomplète. Le présent travail vise donc à présenter la méthode EVADE afin d'évaluer les stagiaires au cours d'une formation de gestion de crise et de leur restituer les résultats obtenus. Cette méthode nécessite la création en amont d'une typologie des objectifs pédagogiques à intégrer dans la formation et l'identification des compétences techniques et non techniques d'une cellule de crise. L'approche est basée sur l'utilisation des marqueurs comportementaux utilisés pour identifier les compétences mobilisées d'un groupe pendant l'exercice. L'outil d'évaluation est présenté a été construit et testé avec différents publics de stagiaires dans des exercices de gestion de crise. Divers exemples de résultats de restitution sont ensuite proposés afin d'alimenter le débriefing. / Lessons learnt from past accidents emphasize that major crisis management’s limitations are mainly characterised by collective failures (organizational, behavioural and cognitive), absence and/or maladaptive training of actors. Indeed, the training exercises have limitations such as the assessment: it focuses on the technical skills of the group, not on non-technical skills mobilized, and it is not conducted in real time. The presentation of the results during the debriefing is also incomplete. The present work aims to present the EVADE method to assess trainees during crisis management training and feedback them. This method required the upstream creation of a typology of training objectives to be integrated into training and the identification of technical and non-technical skills of a crisis cell. The approach is based on behavioural markers which are used to identify mobilized skills of a group during exercise. The assessment tool is presented, through its construction and its functioning, and it is tested with trainees in crisis management exercises. Various examples of the results of restitution are then proposed for the debriefing.