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Syfte: Studiens syfte är att studera hur Göteborgs Stads och Staffanstorps kommuns kommunikation har sett ut för att förhindra att en förtroendekris uppstår i samband med Uppdrag gransknings avslöjanden om deras användningav skattepengar. Metod och Material: Textanalys med hjälp av dialogisk analys av transkriberingarna av två avsnitt av Uppdrag granskning och texter publicerade på kommunernas och inblandade bolags hemsidor. Teoretisk utgångspunkt i image repairtheory och situational crisis communication theory. Huvudresultat: Den vanligaste huvudstrategin i denna studie var att minska händelsens anstötlighet. Detta resultat överensstämmer inte med vad aktuell forskning inom området rekommenderar vid den typ av kris som är aktuell för denna studie.

On September 18, 2015, the U.S. Environmental Standards Agency (EPA) filed a Notice of Violation of the Clean Air Act to the Volkswagen Group regarding software used to intentionally deceive the EPA’s emissions tests. Social media is an efficient way for organizations to release information and respond quickly during a crisis. Not only are organizations posting on social media sites, but consumers are increasingly turning to social media sites, such as Twitter, during crises to share information and opinions. The VW crisis may impact Germany’s nation brand, as predicted by more recent country-of-origin literature. The country-of-origin effect occurs when the reputation of a country impacts consumer perceptions of products produced by that country. When consumers had favorable perceptions of a country, Xu and Wu (2015) found the country’s products were more likely to receive positive after-crisis reactions. German products are considered to be of high quality. “So, in the case of Germany, the development of its national brand identity is an integral part of the growth and development of its exports, the ‘Made in Germany’ label that has a world-class reputation,” (Joseph, 2014, p. 4). A content analysis was performed to examine the international conversation on Twitter through the analysis of tweets that included at least one of the following hashtags: #VWGate, #DieselGate, #VWscandal or #Volkswagenscandal.

On February 14, 2007, JetBlue Airways experienced a major blow to their well-respected reputation when ten planes were delayed with passengers stranded on board for up to eight hours each. Through intense coverage and negative reporting from the media, JetBlue launched a multi-pronged crisis communication response strategy to repair the damage. Using Situational Crisis Communications Theory (SCCT) as a framework, the research in this study demonstrated the importance of crisis communications planning, corporate apologia, corporate impression management, and image restoration within an organization. A discourse analysis was utilized to identify the types of messages delivered by the media, the crisis response strategies and tactics implemented by JetBlue, and stakeholder reactions to the JetBlue responses. Content from the messages were then placed in appropriate categories identifying the type of strategy and tactic utilized. Category definitions, examples of comments, and the identifying attributes were included to help support that JetBlue was successful in repairing and recovering their reputation

Carema Care (numera Vardaga) är ett privat ägt vårdföretag med verksamhet inom äldreomsorgen. Under hösten och vintern 2011 utsattes företaget för en intensiv mediebevakning där de anklagades för besparingar och vanvård. I denna uppsats undersöks Carema Cares externa kriskommunikation under mediedrevet. Kriskommunikationen analyseras utifrån situational crisis communication theory. Teorin beskriver vilka försvarsstrategier som ett företag kan och bör använda för att rädda sitt anseende. Teorin gör gällande att den viktigaste faktorn vid val av försvarsstrategi bör vara typ av kris som uppstått. Studien har utgått ifrån en kvalitativ textanalys med systematiserande frågeställningar och klassificering som tillvägagångssätt. Först analyserades nio nyhetsartiklar för att försöka fastställa vilken typ av kris som ägt rum. Därefter studerades Carema Cares pressmeddelanden för att identifiera vilka försvarsstrategier som Carema Care använt sig av och om dessa överensstämmer med vad som föreskrivs inom situational crisis communication theory. Resultatet visar på att Carema Care inte i något pressmeddelande använt sig av de försvarsstrategier som föreskrivs i situational crisis communication theory. / Carema Care (now by the name Vardaga) is a privately owned company within the field of elder care. During the autumn and winter of 2011, the company was the focal point of an intense media reporting. The company was accused of budget cuts and neglected care. This thesis investigates the external crisis communication from Carema Care during the intense media reporting. The crisis communication is analyzed using situational crisis communication theory. The theory describes which crisis response strategies that a company can and shall use when faced with a crisis in order to restore its image. The theory claims that the most important factor when choosing crisis response strategy is what type of crisis that has occurred. The investigation was carried out using qualitative text analysis, more specifically the method systematic questions and classification was used. In the first step, nine news articles were analyzed in order to determine what type of crisis that had occurred. In the second step, the press releases following each news article were analyzed in order to determine what response strategy that had been used and how it compared to what the theory recommended. The study shows that Carema Care did not use the response strategy recommended from situational crisis communication theory in any of its press releases.

This essay examines the aviation companies SAS,Norwegian and Finnair and their crisis communicationon social media before and after the beginning of the COVID-19 crisis. The theories used are Situational Crisis Communication Theory and Corporate Apologiatogether with the general study of crisis communication. The study was done with a quantitative analysis with a coding scheme. The results show us that the aviation companies have a similar approach on social media but with very distinct differences. Everyone used the SCCTs rebuild strategy eventhough the theory recommends the diminish strategy. Every aviation company used Apologias bolstering reaction through accepting responsibility and put themself in positive perspective. Interesting discoveries were that the companies did not act as the SCCT recommends. Norwegian stops publishing content on their social media in the middle of march. Finnair have a primary focus on Twitter where they also have the least amount of followers. The aviation companies drastically changes their communication when the crisis present it self. / I den här rapporten undersöks flygbolagen SAS, Norwegian och Finnairs kriskommunikation på sociala medier under COVID-19 krisens början. Teorierna som används är Situational Crisis Communications Theory och Corporate Apologia tillsammans med den allmänna kriskommunikationsforskningen. Undersökningen gjordes genom en kvantitativ innehållsanalys med kodschema. Resultatet visar på att flygbolagen har en liknande strategi på sociala medier men med tydliga skillnader. Alla använde sig av SCCTs återskapandestrategi medan teorin rekommenderar den förminskande strategin. Alla flygbolag gick också efter Apologias bolsteringsstrategi genom att ta ansvar i krisen men sätta sig själva i gott ljus. Intressanta fynd var att flygbolagen inte agerar enligt SCCTs teori. Norwegian slutar att uppdatera sina sociala medier mitt under tidsperioden. Finnair fokuserar starkast på Twitter där de har minst antal följare. Flygbolagen förändrar sin kommunikation totalt när krisen inträffar.

I början av 2020 drabbade Covid-19-pandemin Sverige. Lokala aktörer blev offer för krisen och drabbades hårt av restriktioner. Följder av restriktionerna innebar färre besökare och minskad lönsamhet hos de fysiska butikerna, vilket resulterade i konkursansökningar.  I studien ska fem lokala butiker inom Jönköpings detaljhandel studeras.  Fokus ligger på hur butikerna använde kommunikation på sociala medier, Instagram, för att nå ut till kunder och följare under Covid-19-pandemin. Kriskommunikationens process och dess betydelse för samhällsaktörer i en kris är centralt för studien.  Följande studie utförs med en kvalitativ metod. Genom intervjuer och en språklig analys av text, ska butikernas innehåll på sociala medier undersökas, samt den kontext dessa verkar i och processen bakom arbetet. Uppsatsen grundas på Situational Crisis Communication Theory. Teorin är testad på större organisationer. I detta fall ska mindre företag i Sverige studeras, vilket inte kan liknas med tidigare forskning. I studien framkommer att butikerna kommunicerade som en indirekt följd av myndigheternas uttalanden. Texterna är personliga och gestaltar ansvar, lösningar och tacksamhet.  Det framkommer också hur butikscheferna upplevde sitt arbete med kommunikation i en kriskontext. De vittnar också om det upplevda värdet av information och kundrelation i en svår tid. / At the beginning of 2020, the Covid-19 pandemic hit Sweden. Local actors were deeply affected by the restrictions. The restrictions led to fewer visitors and decreasing profitability for physical stores, which resulted in bankruptcy filings. In this study, five local retail stores in Jönköping are being studied. The aim is to understand how the stores used communication on social media, Instagram, to reach out to customers and followers during the pandemic. Furthermore, the study aims to increase knowledge about the crisis communication process and its significance for local actors in a crisis.   The following study is carried out using a qualitative method. The stores’ content on social media, its context, and the process behind it are examined through linguistic text analysis as well as interviews. The study uses Situational Crisis Communication Theory. Unlike previous research, smaller businesses in Sweden are objects of study. The study shows that the store employees communicated as an indirect consequence of the statements from authorities. The texts are personal and portray responsibility, solutions, and gratitude. The thesis elucidates how the store managers experienced working with communication in a crisis context. It also explains the perceived effects of communication and customer relation in a hard time.

Abstrakt Titel: ”Från djupet av mitt hjärta… Förlåt, förlåt oss och förlåt mig - Från djupet av mitt hjärta.” - En studie av hur ett fackförbund hanterar en medialiserad skandal. Författare: Viktor Birlev och Ebba Rosell. Syfte: Syftet är att bidra till ökad kunskap om och förståelse för organisationers kommunikationsstrategiska arbete för att hantera förtroendekriser, som får stor medial uppmärksamhet. Teori och material: Textanalys med hjälp av dialogisk- och retorisk analys av fyra inslag i etermedia och texter publicerade på fackförbundets Kommunals webbsida och deras pressmeddelanden under tidsintervallet 12 januari till 13 februari. Teoretiska utgångspunkter har varit image repair theory, situational crisis communication theory och de retoriska begreppen konnotation och kroppsspråk. Huvudslutsatser: Den vanligaste huvudstrategin i den planerade kommunikationen var tillrättaläggande. I nyhetsjournalistiken var det också tillrättaläggande tillsammans med strategin bortförklara som var vanligast. Gesterna och blicken användes mest hos de ledande representanterna i inslagen i etermedia. Universitet: Medie- och Kommunikationsvetenskap, Linnéuniversitetet, Växjö Termin: Vårtermin 2016 Handledare: Håkan Sandström Examinator: Göran Palm Nyckelord: Förtroendekris, skandal, fackförbund, Kommunal, image repair theory, situational crisis communication theory, retorik, konnotation, kroppsspråk.

The purpose of the essay is to find out how crisis communication takes shape on different social media. The essay deals with both organizations' risk and crisis management on Facebook and Instagram. A risk is defined in the essay as anything that could possibly lead to a crisis that could adversely affect an organization. A crisis is defined here as an unpredictable event that threatens key expectations of stakeholders. To answer the purpose, the essay authors have used the following main and sub-questions; How does the selected organizations' management of Facebook and Instagram look from a crisis communication perspective? What are the differences or similarities in risk and crisis management on Facebook and Instagram? How do organizations use Coombs different crisis management strategies on Facebook and Instagram? In what way, if so, does the tonality differ on the different platforms? The theoretical framework begins with a chapter that summarizes previous research and leads to the research gap. One theory that has been used in the study is Situational Crisis CommunicationTheory, where Timothy Coomb's seven strategies on crisis management are used throughout the essay. Other theories that have also been used are Social Mediated Crisis Communication, medialization and media logic. The method that has been used is quantitative content analysis where ten different organizations' feeds on both Facebook and Instagram have been analyzed. The units that were examined were classified as risk or crisis messages that were published during the period 2017-01-01 until 2018-11-20. The result shows that the organizations' management of Facebook and Instagram before, during and after a crisis looks different depending on the platform. There are similarities but also many interesting differences. One thing that differentiates the platforms is that it is more forgiving on Facebook and it is more common for the organizations to try to blame someone else on Instagram. The organizations also tend to be less personal on Instagram than on Facebook. The result also shows that Coomb's crisis management strategies are used in all found units and that the tone on Facebook tends to be more positive than it is on Instagram. An interesting discovery was that despite Instagram's visual logic, the platform was not used for that purpose when an organization goes through a crisis.

The purpose of this study was to contribute to current theory-driven research in crisis communication by examining the perceptions of multiple stakeholder groups to a university crisis response strategy. Two main questions were examined in this dissertation. The first question attempted to determine if a significant difference existed between stakeholder groups and their perception of university reputation, responsibility for the crisis, and potential supportive behaviors toward the university following the university’s response to a crisis. The second asked if Coombs’s Situational Crisis Communication Theory is a practical application for universities. The participants were from 4 stakeholder groups associated with a regional public university: students, faculty, staff, and alumni. An online survey was sent to participants via email. The data analysis revealed significant differences in the perceptions of reputation and in the potential supportive behaviors between staff and faculty and between staff and students. Staff perceived the reputation more favorably and had more favorable potential supportive behaviors than both the faculty and the student stakeholder groups. The results of this research provided empirical evidence that distinct stakeholder groups do perceive crisis response strategies differently. It also supported the application of Situational Crisis Communication Theory in a university setting.