Organizational Communication Commons^™

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 …

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 …

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 …

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 …

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 …

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 …

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 …

Is Care In The Air?: A Crisis Ethics Case Study Of American Airlines’ Communication During The Covid-19 Pandemic, Lily V. Hicks

Graduate Theses, Dissertations, and Problem Reports

This research proposes a qualitative case study of American Airlines’ communication during the first month of the COVID-19 global pandemic. Data from the airline’s press releases along with its tweets and a sample of organizational responses to those tweets are offered for proposed analysis using the lenses of Situational Crisis Communication Theory, the Applied Model of Care Considerations, and the body of crisis literature on audience coping and emotions during crises. This in-depth look at a unique communication phenomenon will be a fundamental step in examining how airline communication exhibits ethics or lack thereof and is related to people’s emotions …

Crafting The Message: The Complex Process Behind Presidential Communication In Higher Education, Jon Mcnaughtan, Patricia Ryan Pal

Journal of Research on the College President

University presidents engage in formal and informal communicationthrough multiple modes of communication. While scholars have studied the content and motivations behind presidential communication, this study provides insight into the process that university presidents engage in when crafting public statements. Utilizing interviews with presidents (8) and vice-presidents of communication (4) at U.S. flagship universities, we employ the cognitive process writing theory to develop a process model of presidential communication,while highlighting how presidents describe their experiences crafting communication. Results highlight thepresident’sperception of theirroleas instigator of communication, the involvementof other senior leaders (e.g., legal counsel, chief of staff, etc.), andinsight into thecomplex process …

Crisis Communication In Context: History And Publication Trends, Kenneth A. Lachlan, Patric R. Spence, Matt Seeger, Christine Gilbert, Xialing Lin

Journal of the Association for Communication Administration

This study aims to describe the development of crisis communication as a subfield of Communication Studies, through an analysis of data taken from journal publications. By tracing the origins of crisis communication, this study identifies some of the primary forces that have influenced its development. Next, the results of an analysis of crisis communication articles drawn from twelve periodicals over nineteen years within the larger communication discipline are offered. The results suggest that Journal of Applied Communication Research has been the most common outlet for this subdiscipline, human subjects data accounts for less than half of the published research, and …

Corporate Historical Responsibility (Chr): Addressing A Past Of Forced Labor At Volkswagen, Claudia Janssen Danyi

Claudia I. Janssen Danyi, PhD

This article introduces corporate historical responsibility (CHR), a concept that can guide organizations when addressing dark corporate histories. CHR holds that organizations have responsibilities toward victims of past corporate practices and toward present reconciliatory discourse. Volkswagen’s discourse about its history of forced labor during WW II serves as an example of CHR. The rhetorical analysis illustrates that CHR hinges on the recognition of the past as a moral issue and on the organization’s ability to create historical accountability, take responsibility, make public acknowledgements, and remember its past. It further illustrates that CHR creates sustainable policies that can strengthen corporate citizenship …

Corporate Historical Responsibility (Chr): Addressing A Past Of Forced Labor At Volkswagen, Claudia Janssen Danyi

Faculty Research and Creative Activity

This article introduces corporate historical responsibility (CHR), a concept that can guide organizations when addressing dark corporate histories. CHR holds that organizations have responsibilities toward victims of past corporate practices and toward present reconciliatory discourse. Volkswagen’s discourse about its history of forced labor during WW II serves as an example of CHR. The rhetorical analysis illustrates that CHR hinges on the recognition of the past as a moral issue and on the organization’s ability to create historical accountability, take responsibility, make public acknowledgements, and remember its past. It further illustrates that CHR creates sustainable policies that can strengthen corporate citizenship …