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Full-Text Articles in Social and Behavioral Sciences
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
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 …
To Expel, Or To Not Expel? An Analysis Of James Madison University's Crisis Communication And Response To Sexual Assault, Julie M. Hirschhorn
To Expel, Or To Not Expel? An Analysis Of James Madison University's Crisis Communication And Response To Sexual Assault, Julie M. Hirschhorn
Senior Honors Projects, 2010-2019
Over the past decades, there have been several communication crises domestically and internationally. The public relations team behind each company, organization or public figure handles each crisis in a unique fashion. Some crisis management techniques work to rebuild the image of the organization effected, while other strategies fail to produce the desired outcome. It is important to study the practice of crisis management and crisis communication to understand how public relations teams operate in times of pre-crisis, crisis, and post-crisis, as well as how they improve internal and external communications with the significant affected publics. This project will focus on …