Aim: The aim of this study was to analyse how corporations can learn from past issues and corporate crises and to see how they use this knowledge in the management of subsequent issues and corporate crises. Furthermore, the influence of media on the possible intensification of the issue or corporate crisis, but also its impact on the company’s usage of knowledge management, was to be analysed. Method: The study was carried out through a case study method, in the hope of being able to analyze how a company makes use of knowledge management in the communication that occurs during issues and corporate crises. A semi-structured interview was conducted, with the head of public relations of the chosen company as a respondent. The purpose of the interview was to analyze the underlying factors behind a specific way of communicating. Content analysis was made on both press releases, to quantify and see if communication evolved over time, but also in news articles, to see how media's portrayal of different situations had changed with time. Result & conclusions: The study has shown a tendency for companies to use knowledge management in order to make the communication of issues, especially those that are fairly routine and continuous, more effective than beforehand. The more issues a company undergoes, the greater the possibility is of being able to use knowledge management. Another tendency that this study has shown support for is that as much as a company can make use of knowledge management to improve their communications, the media also tends to use knowledge management to facilitate their exposé of issues and corporate crises. This was visualized by the result that media to a greater extent today publishes articles that only contains the information that the company has published in their press releases, as compared to in the beginning of the period being studied, when the media to a greater extent brought in other types of information, which was not depicted in the company’s press releases.

Bakgrund: Inom intensivvård transporteras patienter till och från avdeningen för att genomgå olika undersökningar. Det är väl känt att transporter är förenade med risker och kritiska situationer uppstår ofta på grund av den mänskliga faktorn. Genom upprepad utbildning av personal, tillexempel genom simuleringsövningar med informanter ur olika yrkeskategorier kan det vara ett användbart verktyg för att uppnå ökad vårdkvalitet och patientsäkerhet. Syfte: Studiens syfte var att beskriva vad en simuleringsövning innebär för intensivvårdspersonal för att bemästra en kritisk situation. Metod: En kvalitativ studie med induktiv ansats har genomförts. Femton personer, varav sex ST-läkare, sex sjuksköterskor och tre undersköterskor inom intensivvård har intervjuats. Konventionell kvalitativ innehållsanalys enligt Hsieh och Shannon har använts för analys av materialet. Resultat: Analysen av materialet ledde till att nio stycken subkategorier utvecklades och som delades in i två kategorier, vilka beskriver informanternas upplevelser i situationen och betydelsen av lärandet. Resultatet visar på vikten av en väl organiserad och genomförd simuleringsövning, vilken skapar en ökad förberedelse hos individen men ävenförståelse för vikten av ett fungerande team. Det mynnade även ut i förändringar på avelningen och har kunnat påvisas att informanter haft nytta av utbildningen i verkliga händelser. Konklusion: Studien visar att simuleringsövningar är lämpliga för att synliggöra brister på olika nivåer, tillexempel materiella, individuella eller organisatoriska. Genom övning kan både individen och även organisationen utarbeta olika strategier för att hantera samt åtgärda brister. Simuleringsövning är ett användbart verktyg för att öka patientsäkerheten och därmed en ökad vårdkvalitet.

Purpose: The study aims to analyze how companies can learn from past communications in critical situations and during corporate crisis, and see how they use this knowledge in the management of subsequent critical situations and corporate crisis. Furthermore, the media is analyzed to see how the newspaper industry chooses to reflect an organization and its actions, and also to see if the pressure through articles in the newspapers has an impact on the extent of the situation. Method: A qualitative case study of Sweden’s largest food company, ICA Sverige AB, where knowledgeable people in media management within the company are interviewed using semi-structured interviews, with support of quantitative methods by a collection of articles from the news press. Theories: Concepts, theories and models in crisis management and communication has been applied to relevant data. These comprise Knowledge Management, a communication template in crisis management, The Situational Crisis Communication Theory (SCCT) and the model Content of crisis communication. Empiric: Based on the quantitative data consisting of articles from four Swedish news sources: Svenska Dagbladet, Dagens Nyheter, Aftonbladet and Expressen, a semi-structured interview guide was created and carried out with the person within ICA who possesses knowledge of the subject area. Conclusion: ICA has during the priod studied exhibited to have used the concept of Knowledge Management in the development of their routines regarding product recalls at product defects. The relationships between ICA and the media have shown improvements, which has resulted in ICA percieve the media coverage as balanced, true and fair.