Vi har genomfört en innehålls- och textanalys samt retorisk analys av Furuviksparkens inlägg på Instagram och uttalanden i press och tv under schimpansincidenten 2022 i syfte att undersöka hur de använt olika strategier och retoriska medel för att upprätthålla sitt anseende och image. Med Image Repair Theory, Situational Crisis Communication Theory och retorikens appellformer har vi kunnat identifiera hur Furuvikparken använder olika strategier inom dessa teorier samt retoriska medel. I vår studie framkommer flera betydelsefulla resultat som ger insikter i hur Furuviksparken formulerade sina budskap under schimpansincidenten. En framstående observation är användingen av varierande retoriska strategier beroende på medieform. Furuviksparkens Instagram-inlägg utmärker sig genom en konsekvent ton och budskapsstruktur över tid, vilket indikerar en medveten ansträngning att bibehålla ett förtroendeingivande varumärke. Vidare visar studien på en dynamik i de retoriska strategierna över krisens förlopp. Pressutlåtanden och tv-intervjuer genomgick förändring där olika strategier som tillrättaläggande och återuppbyggnad användes i olika faser av krisen. Slutligen, vår analys pekar på en medveten användning av situational crisis communication- och image repair-strategier. Furuviksparken har strategiskt tillämpat dessa stratgier för att hantera och reparera sitt rykte under schimpansincidenten. Strategierna kan ses som ett försök att påverka uppfattningen om organisationen och skapa en positiv bild trots krisen. / We have carried out a content and text analysis as well as a rethorical analysis of Furuviksparkens posts on Instagram and statments in the press and on television during the 2022 chimpanzee incident in order to study how they used different strategies and rethorical means to maintain their reputation and image. With Image Repair Theory, Situational Crisis Communication Theory and rethorical forms of appeal, we have been able to identify how Furuviksparken uses different strategies within these theories as well as rethorical means. In our study, several significant results appear that provide insights into how Furuviksparken constructed its messages during the chimpanzee incident. A prominent observation is the use of varying rethorical strategies depending on the media form. Furuviksparkens Instagram posts are distinguished by a consistent tone and message structure over time, indicating a conscious effort to maintain a trustworthy organization. Furthermore, the study shows a dynamic in the rethorical strategies over the course of the crisis. Press statments and television interviews underwent change where different strategies such as relief and reconstruction were used in different phases of the crisis. Our analysis points to a conscious use of situational crisis communication- and image repair strategies. Furuviksparken has strategically applied these strategies to manage and repair its reputation during the incident. The strategies can be seen as an attempt to influence the perception of the organization and create a positive image during the incident.

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.

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.

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.

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.

The Volkswagen emissions scandal is one of the largest CSR crises in recent times given its scope and severity. From the outset, the manner in which Volkswagen has addressed the crisis and how it is going to be solved has been subject to public scrutiny. This study set out to examine the crisis communication in Volkswagen’s sustainability magazine Shift from 2016 featuring Volkswagen together with some of its internal and external stakeholders like the management and customers to find out what strategies were used by the company to repair its reputation and to assess the success of these strategies. Additionally, of interest was to compare the viewpoints of external stakeholders to that of Volkswagen, while also to investigate what kind of actors and opinions of the crisis that were presented. To answer these questions, a strategic selection of texts from the magazine were analysed through a qualitative text analysis. The theoretical perspectives consisted of the two crisis communication theories of image repair theory and situational crisis communication theory. The findings of the study indicate that the strategies used by Volkswagen to address the crisis do not seem very successful in general. Even if the most common strategy by Volkswagen is to discuss potential solutions to the crisis, these solutions are mainly oriented towards solving the crisis in a long-term perspective through a development of new vehicles. The biggest difference in comparison to external stakeholders is that they instead seem more concerned with solving the crisis in a shorter perspective through increased compensation to customers, for instance. Another finding is that a preference for more elitist stakeholders in the magazine could be due to a strategic choice by Volkswagen to avoid unfavourable reviews and use leaders as a tool for inspiring change. The main conclusion of the study is that work still needs to be done before Volkswagen can claim to have achieved a shift in the company’s sustainability communication. To do so, Volkswagen needs to take more responsibility for the crisis and to pay even more attention to the opinions of its different stakeholder groups.