Journal ArticleDOI
Image repair discourse and crisis communication
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TLDR
Benoit as mentioned in this paper describes the theory of image restoration discourse as an approach for understanding corporate crisis situations, which can be used by practitioners to help design messages during crises and by critics or educators to critically evaluate messages produced during crises.About:
This article is published in Public Relations Review.The article was published on 1997-06-01. It has received 1045 citations till now. The article focuses on the topics: Situational crisis communication theory & Crisis communication.read more
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An Analytic Framework for Crisis Situations: Better Responses From a Better Understanding of the Situation
TL;DR: In this paper, the authors report the results of a study that tested a system of crisis situation analysis based on crisis responsibility, which is an analytic system that provides a rough guide to the type of crisis responses the crisis manager should be employing.
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"Too Good to be True!". The Effectiveness of CSR History in Countering Negative Publicity.
Joëlle Vanhamme,Bas Grobben +1 more
TL;DR: In this article, the authors investigated whether the length of a company's involvement in CSR matters when it uses CSR claims in its crisis communication as a means to counter negative publicity.
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An Extended Examination of the Crisis Situations: A Fusion of the Relational Management and Symbolic Approaches
TL;DR: In this article, the authors integrate ideas from the relational management perspective of public relations with the symbolic approach to crisis communication, and the fusion centers on the relation history as part of an organization's performance history.
Posted Content
Corporate Reputation: A Research Agenda Using Strategy and Stakeholder Literature
TL;DR: The authors explored three literature bases in some depth: strategy, stakeholder/social issues, and the newly emerging works in reputation, and developed a model of reputation that highlights these research opportunities for scholars in all three endeavors.
References
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Accounts, excuses, and apologies : a theory of image restoration strategies
TL;DR: In this article, accounts excuses and apologies a theory of image restoration strategies PDF may not make exciting reading, but accounts explanations and apologies are packed with valuable instructions, information and warnings.
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Legitimation endeavors: Impression management strategies used by an organization in crisis
TL;DR: In this article, the impression management strategies embedded in the external discourse of an organization in crisis are identified and a typology of impression management strategy used by organizations is developed, and existing documents were used to collect 799 statements dealing with how stakeholders presently viewed or should view the organization.
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The processing of crisis and non-crisis strategic issues
TL;DR: In this paper, the authors argue that organizations process different types of strategic issues in systematically different ways, proposing that organizational decision-makers expend greater resources, centralize authority and generate a greater volume of causal explanations during the processing of crisis versus non-crisis strategic issues.
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AT&T: “Apologies are not enough”
TL;DR: Benoit, Gullifor, and Panici as mentioned in this paper analyzed AT&T's long distance service interruption in New York on September 17, 1991 was a serious threat to its image and developed three primary strategies: mortification, plans for correcting the problem, and bolstering.
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Kategoria and apologia: On their rhetorical criticism as a speech set
TL;DR: This paper showed that a speech of accusation motivates a response in a speech-of-defense and that both should be treated as a rhetorical speech set, using Fisher's motives of affirmation and purification, Bitzer's conception of the rhetorical situation, and the Classical schema of stasis to explicate the speech set.