Search results for "Crisis communication"
showing 7 items of 37 documents
Challenges in Marketing Communications During the COVID-19 Pandemic
2022
The purpose of this study is to explore how tourism and hospitality firms managed marketing communications (marcom) since the COVID-19 outbreak and to propose a conceptual framework on marcom challenges that the pandemic crisis has brought to the industry. In-depth interviews were conducted with tourism and hospitality managers in Croatia, a destination that registered remarkable tourism results in 2021. The proposed conceptual framework reflects the adaptation process and major changes in B2B and B2C communication since the COVID-19 outbreak on one hand and resulting strategic opportunities for marcom managers on the other, discussed in terms of practical implications. To the best of the a…
Crisis Communication Competence in Co-Producing Safety with Citizen Groups
2016
The aim of this article is to explore interpersonal communication competence needed by crisis communication and management experts when co-operating with citizen groups in response to emergencies. Moreover, the purpose is to understand how response organizations can further develop this crisis communication competence and so contribute to the functioning of response networks. The research task is approached qualitatively by eliciting crisis communication and management experts’ (n = 33) perceptions of the interpersonal communication competence response organizations needs when co-operating with citizen groups. The data were gathered via an international online questionnaire using a method r…
The Issue Arena of a Corporate Social Responsibility Crisis : The Volkswagen Case in Twitter
2016
This paper explores the online debate in a corporate social responsibility crisis, where multiple actors communicate through social media, each representing different interests and views pertaining to the crisis. The study utilizes Twitter data relating to the recent case of the falsified Volkswagen diesel emissions that became public in 2015. To better understand the online interaction, use is made of issue arena theory and insights on CSR crises. The focus is on capturing the issue as it evolved over time, the actors and sentiments expressed, and the responses of the organization. The findings show that after the case became public, the emissions issue received massive attention in Twitte…
Communication in turbulent times : exploring issue arenas and crisis communication to enhance organisational resilience
2017
This book is characterised by a broad approach towards corporate communication, emphasising change and crisis. The focus is not on crises as an exceptional situation but rather on broader volatility in the environment. The purpose of this book is to increase the understanding of multi- stakeholder communication concerning organisational issues and crises. From the perspective of organisational management, this book clarifies how communication contributes to organisational resilience—the ability to adapt to a changing environment and mitigate emergency crises. In todays’ world, change is not the exception but a constant presence. Moreover, issues and risks occur that may grow to become crise…
Audit Institutions in the European Union: Public Service Promotion, Environmental Engagement and COVID Crisis Communication through Social Media
2020
This article analyses Social Media (SM) use as a promotion tool for public institutions in the public audit sector. The authors propose a quantitative model to assess online engagement of 94 European audit institutions (national and regional) with their stakeholders, based on SM and web activity metrics of these institutions, with a focus on pressing matters such as environment, sustainability and the current COVID pandemic. The proposed model may be applied to assess organisations from any public or private sector. The research finds that SM presence helps audit institutions to promote their services more effectively by directing their stakeholders to extensive content on the audit institu…
Decomposing issue patterns in crisis communication: the case of the lost airliner
2018
This research explores the relation between a crisis and public discussion on related issues. In organisational crisis communication, a singleissue strategy is often proposed. Such a strategy, however, may not be adequate in more complex crises where the crisis lifecycle is likely to encompass shorter lifecycles of issues that generate media attention. Decomposing the online crisis debate into a pattern of issues supports understanding of public perceptions, and hence of crisis response and communication. This is investigated through an analysis of Facebook posts prompted by the loss of Malaysia Airlines flight MH370 in 2014. The analysis shows that during the life of the crisis a variety o…
Testing a methodology to improve organizational learning about crisis communication
2011
Purpose – The purpose of this paper is to introduce a measurement system with performance indicators to improve organizational learning about crisis communication by public organizations. The tool can be used to conduct a preparedness audit or to evaluate communication performance in a real situation or in an emergency exercise. Evaluation is part of the strategic planning and development of crisis communication. The construction of the instrument and its theoretical underpinnings are first explained, after which the series of empirical tests that were implemented to scrutinize the clarity and appropriateness of the indicators as well as the usability of the instrument are presented. Design…