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The Role Of Emotions In Crisis Responses: Inaugural Test Of The Integrated Crisis Mapping (Icm) Model, Yan Jin, Augustine Pang, Glen T. Cameron
The Role Of Emotions In Crisis Responses: Inaugural Test Of The Integrated Crisis Mapping (Icm) Model, Yan Jin, Augustine Pang, Glen T. Cameron
Research Collection Lee Kong Chian School Of Business
Purpose: The purpose of this paper is to extend current theories in crisis communication, by developing a more systemic approach to understanding the role of emotions in crises and the strategies organizations can use to respond. The authors' integrated crisis mapping (ICM) model is premised on a public-based, emotion-driven perspective where different crises are mapped on two continua, the organization's engagement in the crisis and primary public's coping strategy. Design/methodology/approach: Content analysis was used to analyze 259 stories in US mainstream newspaper covering five different crisis cases. Findings: The initial test suggests theoretical rigor. It found that publics involved in …
New Media: A New Medium In Escalating Crises?, Joanna Ann Mei Siah, Namrata Bansal, Augustine Pang
New Media: A New Medium In Escalating Crises?, Joanna Ann Mei Siah, Namrata Bansal, Augustine Pang
Research Collection Lee Kong Chian School Of Business
Purpose– The use of new media in crisis is a double‐edged sword. On one hand, its pivotal role in online monitoring and dissemination of information can help an organisation manage crisis. On the other hand, it can also create organisational crisis. The purpose of this paper is to examine how new media can be used to escalate crisis.Design/methodology/approach– Four crises were examined: the 2008 Edison Chen sex scandal in Hong Kong; and in the USA, New York Taco Bell‐KFC rats infestation crisis in 2007; JetBlue Airways crisis in 2007, and the Kryptonite locks crisis in 2004.Findings– The very characteristics that …