Social and Behavioral Sciences Commons^™

Effective Communication Strategy During Crisis: A Case Of The 2010 Toyota Recall Crisis, Masud Mensah

Masters Theses

Crisis communication is an integral part of public relations and organizational management at large involving the timely and strategic sharing of information during a crisis or emergency. Its primary purpose is to ensure that organizations effectively manage and minimize the negative impact of the crisis on their operations and stakeholders, which invariably helps to maintain trust, credibility and restore their reputation. Based on an interpretivist standpoint, the study utilizes qualitative approaches and takes the form of a case study. It offers a comprehensive account of the crisis, including key occurrences, media representation, and public responses, showcasing its international impact via …

What Now: The Role Of Attitude And Communicative Actions When Making Decisions During A Disease Crisis, Ashley Mcleod-Morin, Lauri Baker, Angela B. Lindsey, Lisa K. Lundy, Ricky Telg

Journal of Applied Communications

During a crisis such as the COVID-19 pandemic, organizations often communicate about a risk to encourage people to take particular protective actions, and the decision-making process about protective actions can be especially complex. It is important to determine how organizations can encourage specific behaviors and, as such, this study sought to investigate how attitudes and communicative actions influenced behavior related to recommendations from the CDC during the COVID-19 pandemic. To address the purpose of this study, an online quantitative survey was distributed to United States residents during the COVID-19 pandemic. Results from this study reveal that attitude and transmission and …

Wireless Emergency Alerts And Organisational Response: Instructing And Adjusting Information In Alerts, Lauren B. Cain, Jeannette Sutton, Michele K. Olson

Emergency Preparedness, Homeland Security, and Cybersecurity Faculty Scholarship

In the United States, alerting authorities are authorized by the Federal Emergency Management Agency (FEMA) to notify the public of imminent hazards and threats by sending Wireless Emergency Alerts (WEAs) through the Integrated Public Alert and Warning System (IPAWS). Although recent efforts have been made to examine historical WEA compliance with frameworks such as Mileti and Sorenson's (1990) Warning Response Model, less attention has been paid to information included in WEAs that is not prescribed by message design frameworks from risk communication scholarship. This paper explores the presence of Situational Crisis Communication Theory's (SCCT) instructing and adjusting information in terse …

An Experimental Analysis Of The Effect Of Crisis Response Message Strategies On Consumer Emotions, Perceptual Beliefs And Intended Behavior, Valentina Ahumada

USF Tampa Graduate Theses and Dissertations

This study investigates the different dynamics of consumer responses to crisis communication strategies employed by businesses during challenging situations. Focusing on emotions, attitudes, and behavioral intentions, the research explores the impact of denial, diminish, and apology crisis messages on consumers. Drawing on a comprehensive analysis of a crisis scenario, the study illuminates the intricate relationship between these strategies and consumer emotions such as anger, disgust, sadness, and happiness. The findings reveal nuanced patterns, demonstrating that while denial messages evoke strong negative emotions and unfavorable attitudes, diminish messages, when perceived as deflecting blame, can lead to mixed emotional responses and ambiguous …

Reputation Themes From Communication Perspective: A Qualitative Systematic Review, Omar Abu Arqoub

Journal of the Association of Arab Universities for Research in Higher Education (مجلة اتحاد الجامعات العربية (للبحوث في التعليم العالي

The article aimed to systematically review communication reputation-related research to shape the reputation literature from a communication perspective. After investigating several databases, a total of 366 peer-reviewed communication journal articles focusing on reputation were selected based on the inclusion and exclusion criteria of the study. A qualitative text mining and thematic analysis approach was conducted using the NVivo program to examine the most frequently used words and major emergent themes. The results revealed that the topmost frequently repeated words in communication reputation-focused articles were “crisis,” “public,” “reputation,” “communication,” “media,” and “relations.” Also, this study discussed the six major themes that …

A Case Study On How Hbcus Use Social Media To Reduce Uncertainty Of Covid-19, Kelsey Anne-Gabrielle Armstrong

Doctoral Dissertations and Projects

This case study aims to understand how HBCUs use social media to deliver crisis communication messages to students about COVID-19 and how the HBCU culture impacts student perspectives. The theory guiding this study is uncertainty reduction theory (Berger & Calabrese, 1974), as it explains the communication strategies used to reduce uncertainty during a crisis. Data collection was conducted using semi-structured interviews and content analysis. Data analysis strategies included deductive and inductive coding and directed content analysis. The study results provide insight into how the HBCU culture impacts the perspective of an HBCUs response to COVID-19 and overall crisis communication messaging …

Crisis Communication For Public Organizations: Examining Pakistan Railways' Use Of Information Technology And Social Media For Image Repair, Shafiq Ahmad Kamboh, Muhammad Ittefaq, Yan Jin

School of Communication Studies - Faculty Scholarship

This study examines the induction of information technology and the use of image-repair focused crisis response strategies on social media by Pakistan Railways amid a recent crisis. A mix-method based content analysis (i.e., qualitative and quantitative) to investigate whether and if so, how Pakistan Railways used Benoit's suggested image restoration strategies on social media to repair its image among customers and in print media. Our results show that Pakistan Railways predominantly used reducing the offensiveness of event (40%), followed by corrective action (34.6%), evasion of responsibility (10.6%), denial (8%) and mortification (6.4%) strategies, respectively. In addition, the use of image-repair …

Social Media In The Corporate World, Linelle C. Lestrade

Student Theses and Dissertations

This study focuses on the rise of corporate brands on social media and the resulting identity issues. Four marketing and PR professionals were interviewed for this study utilizing oral history as qualitative research method. People were selected for membership based on their networks and reputations as authorities in their respective fields. All the discussions were recorded on Zoom with everyone's consent. All four participants brought varied expertise and experience in social media marketing and management to the discussion. They were picked because their backgrounds fit the study's goals best. Open-ended questions were used to elicit responses to personal experiences, issues, …

Stakeholders And Stakeseekers’ Perceptions Of Cultural Violations And International Crisis Communication, Najwa Nishaa Albaqami

Masters Theses

Applying the expectancy violation theory (EVT) to the crisis communication context, this research explores to what extent stakeholders and stakeseekers’ perceive violations in an international crisis context. Specifically, this study investigated to what extent organizations stakeholders and stakeseekers’ perceive cultural and expectancy violations in an international crisis. Through a case study that analyzed tweets, web blogs, and The New York Times articles, this study identified that the cultural violation theme has two components, including (1) perceived responsibility and harshness of the violation and (2) damage done by the company’s transgression. Whereas expectancy violation theme included (1) frequent use of verbal …

Crisis Communication In Non-Tectonic Tsunami Disaster Management Policy In Indonesia: The Application Of Soft Systems Methodology Based Multi-Method, Dani Akhyar, Hendriyani Hendriyani, Sudarsono Hardjosoekarto

Jurnal Komunikasi Indonesia

This study aims to discuss disaster crisis communication policies for non tectonic tsunami in Indonesia. The case study was selected from the Sunda Strait tsunami that occurred in December 2018 and claimed more than 400 lives. The disaster is unusual since it is included as a non-tectonic tsunami and unable to be detected by the current tsunami early warning system. This study was conducted at the macro level, namely an analysis of disaster communication policies, specifically Law No. 24/2007 on Disaster Management. The data were collected through big data analysis of the word disaster, textual network analysis of disaster laws, …

The Study Of Crisis Narratives Over Time: Mayfield, Ky In The Aftermath Of The 2021 Tornadoes, Rebecca Freihaut

Graduate Thesis and Dissertation 2023-2024

This study was a year-long longitudinal qualitative research project using the case study of Mayfield, KY after the catastrophic tornado event that impacted their community on December 10, 2021. Oral histories were collected from 18 participants who lived in or were closely connected to Mayfield at the six month and 1.5 year marks after the disaster. Later, after the oral histories were archived and made available to the public, the transcripts were used to extract the crisis narratives from the oral histories and the data was thematically analyzed using the existing theory and theoretical framework of Narratives of Crisis: Telling …

Crisis Communication And Public Relations: How Fairs Communicated Cancellations During The Covid-19 Pandemic, Olivia Mckenna Robinson

MSU Graduate Theses

The COVID-19 pandemic halted aspects of a traditional fair including the agriculture, home economics, entertainment, and carnival exhibits that were missed by the diverse stakeholders who enjoy the traditions of this industry. This study examined how fairgoers reacted to the news of cancellation and investigated fair managers’ communication decisions. An explanatory sequential (QUANT → QUAL) mixed methods design was used. A survey was conducted asking fairgoers to recall communication strategies and feelings after the communication. A more in-depth focus group with fair managers was hosted to understand how crisis communication was utilized, and if active information seekers versus passive information …

Presidents And Media During Initial Federal-Level Hurricane Relief: A Study Of Presidential Crisis Communication Efforts, Emily A. Ball

Honors College Theses

Public relations serves a huge role in almost every sector, including politics. Crisis communication, a subset of public relations, is very important in a setting that constantly undergoes crises. The response to these crises matters a great deal on the federal level because the outcomes can affect such a wide variety of policies and even elections. Because of this, I wanted to focus on one type of crisis that every president is almost guaranteed to face: hurricanes. To examine the effectiveness of federal-level crisis communication, I look at Bush, Obama, Trump, and Biden’s responses to the worst hurricane during their …

Coming To Terms Will Do It: Students Engaging With Climate Change Through Sensemaking And Collective Efficacy Perceptions, Sean Quartz

Journal of Communication Pedagogy

Within climate change instruction, effective instructional crisis communication is necessary to attain cognitive, affective, and behavioral learning outcomes so students comprehensively learn the reality and implications of this planetary crisis. I locate this learning as coming to terms with climate change. This study explores how students affectively and cognitively learned to come to terms with the immense threat of the climate crisis outside their initial exposure to climate change fear appeals communicated in their classrooms. Drawing from interviews and focus groups with college students, I found students came to terms with climate change outside their classrooms by coping with the …

Weathering The Storm: Navigating Urban Ecologies Of Communication In Times Of Crisis, Austin Hestdalen

Electronic Theses and Dissertations

This project explores cities as urban ecologies of communication in which crises emerge and are given significance within the dialogic relations cultivated among public actors attempting to make a living, together, within the shared historical-cultural contexts of everyday life. To describe cities as urban ecologies of communication is to describe them in terms of urban communication and its interdisciplinary foundations in the study of rhetoric, philosophy, planning, policy, architecture, sociology, geography, and media. The first chapter introduces the challenges of urban risk and crisis management within the complex ecologies of communication constituted by cities and reviews how ‘risk’ and ‘crisis’ …

Media Narrative Competition Between The U.S. And China During Covid-19, Zhenzhu Zhang

Dissertations

This study examines the narratives that were presented in Chinese and American media by using Dr. Li Wenliang (one of the first people who tried to raise the alarm about the outbreak of COVID-19), and the COVID-19 origin controversy as case studies to understand how these news stories conflicted and which tellings became dominant. The way these two cases have been depicted in the media has changed over time. Understanding how that depiction changed is important because it helps demonstrate how narratives function to frame crises. The current study uses narrative, and framing theories to support thematic analysis of news …

We Will Rise No Matter What': Community Perspectives Of Disaster Resilience Following Hurricanes Irma And Maria In Puerto Rico, Elizabeth L. Petrun Sayers, Kathryn E. Anthony, Ashlyn Tom, Alice Y. Kim, Courtney Armstrong

Faculty Publications

Category 4 Hurricane Maria made landfall in Puerto Rico on 20 September 2017 and ploughed across the territory with sustained winds of 155 mph. Just two weeks earlier, category 5 Hurricane Irma had struck the island already damaging critical infrastructure making Hurricane Maria even more devasting. The hurricanes caused catastrophic damage, resulting in the largest and longest response to a domestic disaster in the history of the United States. This paper explores the recovery process in Puerto Rico using a community resilience lens. The study examines narratives, the media environment, trusted sources, and information preferences following the crisis. Community workshops, …

Jeopardy! In Crisis: What Is Corporate Culture Issues Affecting The Entertainment Industry?, Evan Nemeroff

Student Theses and Dissertations

Cultural issues like sexism, racism, and social movements have impacted the entertainment industry, specifically the game show sector. This research identified how these prevalent matters in our society have affected celebrities by looking into the type of people who lead game shows, revealing if certain demographics such as race and gender influenced whether particular individuals were chosen to host a program. Included within this research are studies that portray how the game show industry has been biased explicitly towards one gender for several decades. Further research looks into a scandal that Sony faced when it had to name a successor …

Toward Extended Situational Crisis Communication Theory: Include Visuals, Prior Performance, And Framing Devices, Mohammad Ali

Dissertations - ALL

Human brains are inherently capable of receiving and processing visual messages faster than written text messages. The recent proliferation of internet use, social media platforms, smartphones, and online news media sites facilitated the spread of visual content (e.g., pictures, videos, and data visualizations) online much higher than before. However, visual contents have been largely ignored in crisis communication research, leaving the crisis managers to devise strategic crisis responses and deal with a crisis without sufficient research evidence. Responding to a recent research call to fill the gap, this dissertation conducts a 2 (picture: action vs. damage) × 3 (distinctiveness: high …

Situational Crisis Communication Theory And The British Royal Family, Addison Shaw

Senior Honors Theses

This thesis will analyze the public relations of the British Royal Family as seen through the lens of Timothy Coombs’ Situational Crisis Communication Theory (SCCT). Coombs’ (2007) theory provides a theoretical framework and guidelines for crisis response strategies when organizations experience a crisis. This thesis will particularly evaluate the public relations of the British Royal Family during the aftermath of Princess Diana’s death by examining primary artifacts such as newspaper articles and public statements made by the organization and the public. Furthermore, this thesis fills in the research gap regarding the evolution of the public’s perception of an organization with …

U.S. Geographic Differences In Media Source Use During Covid-19 Shelter In Place Orders, Allison R. Fortner, Kristin Gibson, Alexa Lamm

Journal of Applied Communications

United States news access patterns may have influenced distribution of misinformation in the COVID-19 infodemic, emphasizing the necessity of targeted communication to increase health literacy during a crisis. This study used sense-making theory to explore information-seeking behaviors of U.S. residents during COVID-19 shelter in place orders. This purpose of this study was to identify media outlets used by U.S. residents to access COVID-19 information and determine if access differed according to geographic region. A representative survey of U.S. residents aged 18 or older (N = 1,048) revealed the mainstream media outlets used most were domestic government-based sources. Northeastern …

Covid-19 & University Stakeholders: A Faculty Perspective, Torie Fowler

Dissertations

The purpose of this study was to investigate faculty member perceptions of job satisfaction, response efficacy, organizational communication efforts, along with organizational trust and goodwill in relation to the COVID-19 crisis. A cross-sectional survey was conducted, using faculty members employed at their institution of higher education during the 2019-2020 and 2020-2021 academic years. A total of 285 responses were analyzed.

Results of this study suggest faculty member perceptions of job satisfaction and response efficacy were significant in predicting perceptions of trust and goodwill. The most significant predictor of organizational trust and goodwill was perceptions of organizational communication efforts. Also, this …

Pepsi-Cola's Number Fever Fiasco: How The Media Portrays The Actors Of A Crisis, Rick Pulos

Proceedings of the New York State Communication Association

In 1992, Pepsi created a marketing ploy to increase interest in its products in the Philippines. The game was aptly called “Number Fever,” and participants had to look at the number printed underneath the cap of their soft drink bottle and listen to the announcement of the winning numbers on the radio and evening news. Filipinos “went crazy for Number Fever. Everyone was trying their luck. Winners were announced daily and suddenly Pepsi seemed to be everyone’s favorite drink” (Radeska, 2018, para. 3). The number “349” was announced for the jackpot and unfortunately thousands held the winning bottle cap. This …

What Covid-19 Taught Us About Pedagogy And Social Justice—Pandemic Or Not, Brandi Lawless, Yea-Wen Chen

Journal of Communication Pedagogy

The COVID-19 pandemic (in conjunction with the Black Lives Matter Movement) exposed pervasive inequities, challenges, and opportunities to explore and implement “best” pedagogical practices to improve how we address social justice issues. Moreover, the COVID-19 pandemic intensified intergenerational gaps for the already vulnerable, under-resourced, and marginalized in our society. In response, we propose four “best practices” to embrace in our classrooms. These are: (a) fostering flexibility to bridge equity gaps; (b) rethinking the pedagogical panopticon; (c) emphasizing listening to and affirming students’ struggles; and (d) employing student-centered accountability. The authors detail some specific inequalities that were brought to the surface …

Examining Media Dependency And Parasocial Relationship On Protective Action Behaviors During Covid-19, Amy Hyman

Dissertations

The COVID-19 pandemic illuminated the significant role that mass media plays in disseminating messages to the public during disasters and public health crises. Information disseminated during a disaster influences individuals’ decision-making process regarding protective actions, or mitigation behaviors. This study examined the relationship between media dependency theory, parasocial relationship, and media effects (cognitive, affective and behavioral) during the COVID-19 pandemic. A quantitative approach was used with a convenience sample. The sample focused on residents in the state of Arkansas and specific generational cohorts. The results found that the generational cohorts had different media preferences during the height of …

Bulldogs In Crisis: How Butler University Strategically Leverages Its Live Mascot Program During The Covid-19 Pandemic, Emilene Jean Smith

Undergraduate Honors Thesis Collection

This study examines the utilization of higher education live mascot programs from a crisis communication perspective during the Fall 2020 semester amidst the dynamic contextual backdrop of COVID-19. Pulling from theories of relationship marketing and risk management, this research uncovers several best practices for mascot crisis communication including serving as a voice of empathy and as an ambassador for best practices. By looking specifically at Butler University’s live mascot program, this case study analyzed university social media, interviews and artifacts in order to understand how Butler utilized its live mascot program as part of its Fall 2020 semester COVID-19 communication …

Us Political Leadership And Crisis Communication During Covid-19, Daryl V. Watkins, Aaron D. Clevenger

Publications

The research explored the role of political leadership in response to the novel coronavirus (COVID-19). The researchers conducted a political discourse analysis on 239 transcripts from the press briefings of President Trump and seven U. S. governors to determine the extent to which the research subjects used effective crisis leadership and communication. These results suggest that President Trump and Governors DeSantis, DeWine, Ducey, and Ivey are particularly vulnerable to political fallout for their handling of COVID-19 because stakeholders might view them as inattentive to the crisis and ineffective in their policy responses. Governors Cuomo, Newsom, and Whitmer may be in …

Impact Of Moral Ethics On Consumers’ Boycott Intentions: A Cross-Cultural Study Of Crisis Perceptions And Responses In The United States, South Korea, And Singapore, Kyujin Shim, Hichang Cho, Soojin Kim, Su Lin Yeo

Research Collection Lee Kong Chian School Of Business

This study investigates the effects of individuals’ ethics on perceptions and responses to a company’s crisis. Drawing on Moral Foundations Theory, it empirically tests a theoretical model of crisis attribution and emotional reaction with two antecedents (i.e., individualizing moral and binding moral) on three outcomes (i.e., crisis attribution, emotions, and boycott intentions), using more than 3000 samples from three culturally-diverse countries - the U.S., South Korea, and Singapore. The study finds that individualizing and binding moral foundations have significant effects on attribution, emotional reaction, and behavioral intentions related to corporate irresponsibility, but that their effects are distinct and vary across …

Discourse Of Renewal: A Qualitative Analysis Of The University Of Montana’S Covid-19 Crisis Communication, Haley Renae Gabel

Graduate Student Theses, Dissertations, & Professional Papers

The COVID-19 pandemic has proven to be a public health crisis that has affected lives and impacted organizations across the world. The pandemic has interrupted student learning and threatened universities nationwide. Crises are trying times for organizations, and when faced with a crisis, an organization has an obligation to keep its members informed; therefore, it must carefully choose how to respond and communicate about the crisis. This study uses discourse of renewal theory as a lens to analyze the University of Montana’s communication about COVID-19, studying 37 pages of university emails and documents on the university website. Results indicate that …

Mental Health Consequences Of Covid-19 Media Coverage: The Need For Effective Crisis Communication Practices, Zhaohui Su, Dean Mcdonnell, Jun Wen, Metin Kozak, Jaffar Abbas, Sabina Šegalo, Xiaoshan Li, Junaid Ahmad, Ali Cheshmehzangi, Yuyang Cai, Ling Yang, Yu Tao Xiang

Research outputs 2014 to 2021

© 2021, The Author(s). During global pandemics, such as coronavirus disease 2019 (COVID-19), crisis communication is indispensable in dispelling fears, uncertainty, and unifying individuals worldwide in a collective fight against health threats. Inadequate crisis communication can bring dire personal and economic consequences. Mounting research shows that seemingly endless newsfeeds related to COVID-19 infection and death rates could considerably increase the risk of mental health problems. Unfortunately, media reports that include infodemics regarding the influence of COVID-19 on mental health may be a source of the adverse psychological effects on individuals. Owing partially to insufficient crisis communication practices, media and news …