Beyond image repair: Suggestions for crisis communication theory development

2014 ◽  
Vol 40 (3) ◽  
pp. 543-546 ◽  
Author(s):  
Brooke Fisher Liu ◽  
Julia Daisy Fraustino
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Theory Development ◽  
Image Repair

scholarly journals Crisis and Image Repair at United Airlines: Fly the Unfriendly Skies

2018 ◽  
Vol 1 (1) ◽  
pp. 11-26 ◽  
Author(s):  
William Benoit
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Initial Response ◽  
Corrective Action ◽  
Full Potential ◽  
Image Repair ◽  
Image Repair Theory ◽  
United Airlines ◽  
Proper Response

In April 2017, United Airlines had a passenger removed from one of its airplanes. Video of the bleeding man being dragged off through the aisle went viral the next day. United’s initial response attempted to downplay this offensive act (relying primarily on differentiation and mortification, but not really apologizing for this offensive act). This stance provoked outrage and ridicule. This study applies image repair theory (Benoit, 2015) to the discourse in this case study. United’s CEO, Oscar Munoz, was forced to offer a “do-over,” stressing mortification and corrective action that were actually directed to the offensive act. United finally arrived at the proper response, but it came too late to realize its full potential. This essay argues that corrective action can be an important strategy in crisis communication theory; it also explains that social media have changed the crisis situation (with nearly instant and widespread criticism) and compressed the time in which those accused of wrongdoing can respond.

scholarly journals Komunikasi Krisis Eiger dan Tantangan Perbaikan Reputasi di Era Digital

2021 ◽  
Vol 6 (2) ◽  
pp. 1618
Author(s):  
Ahmad Faiq Syukron
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Image Repair ◽  
Situational Crisis Communication Theory ◽  
Image Repair Theory

Surat Keberatan yang dibuat oleh Eiger justru menjadi sebuah boomerang ketika surat tersebut diunggah oleh seorang Youtuber melalui akun Twitternya @duniadian hingga menjadi trending topic yang kemudian memicu reaksi doxing yang dilontarkan oleh warganet dan memunculkan sebuah krisis bagi Eiger yang merupakan sebuah produsen brand ternama yang sebelumnya mempunyai reputasi yang baik. Dengan menggunakan metode kualitatif deskriptif, penelitian ini mencoba untuk mengidentifikasi dan menjelaskan bagaimana Public Relations dari Eiger menangani krisis tersebut dengan menggunakan strategi tanggap krisis dalam konsep Situational Crisis Communication Theory dan mencoba mengembalikan reputasi baiknya dengan menggunakan konsep Image Repair Theory.

scholarly journals Swept to the Shores: An Analysis of Crisis Response Strategies by Canadian Political Leaders in the Aylan Kurdi Crisis

2021 ◽  
Author(s):  
Sara Siddiqi
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Response Strategy ◽  
Image Repair ◽  
Canadian Government ◽  
Response Strategies ◽  
And Performance ◽  
National Reputation ◽  
Image Repair Strategies

Motivation: This MRP explored Stephen Harper and Chris Alexander’s responses to the Aylan Kurdi crisis Canada faced in September 2015. Aylan Kurdi, a three-yearold boy, was found dead and photographed on the Turkish shore, close to where he drowned on September 2, 2015. Tima Kurdi, Aylan Kurdi’s aunt, told the media that the family had been trying to come to Canada through a G5 sponsorship agreement but had been denied entry by the Canadian government. Alexander and the Canadian government were criticized – and a crisis resulted. The crisis was particularly important as it came forward during the 2015 Canadian election, when the Conservative government’s refugee policies gained increasing attention. Arguably, this impacted professional image and reputation, as well as Canada’s national reputation. Purpose: The purpose of this MRP is to identify the types of image repair strategies Chris Alexander and Stephen Harper used to respond to the crisis in terms of both professional and national reputation. Methods: Two video responses were selected for examination; they were representative of Harper’s and Alexander’s initial responses to the Aylan Kurdi Crisis. The videos were chosen based on frequency of words such as: crisis, apologize, tragedy, failure, action, and blame. These words have come up frequently in the literature review conducted for this MRP. A content analysis was conducted for this MRP. Both videos were transcribed and coded to determine the types of crisis response strategies used by these leaders. The strategies examined are categorized into four types: denial, evasion of responsibility, reducing offensiveness, and mortification. Descriptors for each category (or sub-strategies under each category) included shifting the blame, defeasibility, bolstering, and apology. All 15 descriptors were drawn from the works of Coombs and Benoit (based on Image Repair Theory and Situational Crisis Communication Theory). To quantify percentages, the entire numbers of crisis responses were divided the number of times a particular crisis response strategy was used. Results: Results indicated that both Harper and Alexander used crisis response strategies of reducing offensiveness, denial, evasion of responsibility, and mortification. Both leaders mainly focused on reducing offensiveness in terms of transcendence, bolstering, corrective action, and performance history. Through an analysis of their responses, it was evident that both leaders addressed Canada’s national reputation. Conclusion: The findings of this MRP present a key area for further exploration in crisis communication: how nations use image repair strategies to restore a tarnished image.

scholarly journals Swept to the Shores: An Analysis of Crisis Response Strategies by Canadian Political Leaders in the Aylan Kurdi Crisis

2021 ◽  
Author(s):  
Sara Siddiqi
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Response Strategy ◽  
Image Repair ◽  
Canadian Government ◽  
Response Strategies ◽  
And Performance ◽  
National Reputation ◽  
Image Repair Strategies

Motivation: This MRP explored Stephen Harper and Chris Alexander’s responses to the Aylan Kurdi crisis Canada faced in September 2015. Aylan Kurdi, a three-yearold boy, was found dead and photographed on the Turkish shore, close to where he drowned on September 2, 2015. Tima Kurdi, Aylan Kurdi’s aunt, told the media that the family had been trying to come to Canada through a G5 sponsorship agreement but had been denied entry by the Canadian government. Alexander and the Canadian government were criticized – and a crisis resulted. The crisis was particularly important as it came forward during the 2015 Canadian election, when the Conservative government’s refugee policies gained increasing attention. Arguably, this impacted professional image and reputation, as well as Canada’s national reputation. Purpose: The purpose of this MRP is to identify the types of image repair strategies Chris Alexander and Stephen Harper used to respond to the crisis in terms of both professional and national reputation. Methods: Two video responses were selected for examination; they were representative of Harper’s and Alexander’s initial responses to the Aylan Kurdi Crisis. The videos were chosen based on frequency of words such as: crisis, apologize, tragedy, failure, action, and blame. These words have come up frequently in the literature review conducted for this MRP. A content analysis was conducted for this MRP. Both videos were transcribed and coded to determine the types of crisis response strategies used by these leaders. The strategies examined are categorized into four types: denial, evasion of responsibility, reducing offensiveness, and mortification. Descriptors for each category (or sub-strategies under each category) included shifting the blame, defeasibility, bolstering, and apology. All 15 descriptors were drawn from the works of Coombs and Benoit (based on Image Repair Theory and Situational Crisis Communication Theory). To quantify percentages, the entire numbers of crisis responses were divided the number of times a particular crisis response strategy was used. Results: Results indicated that both Harper and Alexander used crisis response strategies of reducing offensiveness, denial, evasion of responsibility, and mortification. Both leaders mainly focused on reducing offensiveness in terms of transcendence, bolstering, corrective action, and performance history. Through an analysis of their responses, it was evident that both leaders addressed Canada’s national reputation. Conclusion: The findings of this MRP present a key area for further exploration in crisis communication: how nations use image repair strategies to restore a tarnished image.

scholarly journals Crisis and Image Repair at United Airlines: Fly the Unfriendly Skies

2018 ◽  
Vol 1 (1) ◽  
pp. 11-26 ◽  
Author(s):  
William Benoit
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Initial Response ◽  
Corrective Action ◽  
Full Potential ◽  
Image Repair ◽  
Image Repair Theory ◽  
United Airlines ◽  
Proper Response

In April 2017, United Airlines had a passenger removed from one of its airplanes. Video of the bleeding man being dragged off through the aisle went viral the next day. United’s initial response attempted to downplay this offensive act (relying primarily on differentiation and mortification, but not really apologizing for this offensive act). This stance provoked outrage and ridicule. This study applies image repair theory (Benoit, 2015) to the discourse in this case study. United’s CEO, Oscar Munoz, was forced to offer a “do-over,” stressing mortification and corrective action that were actually directed to the offensive act. United finally arrived at the proper response, but it came too late to realize its full potential. This essay argues that corrective action can be an important strategy in crisis communication theory; it also explains that social media have changed the crisis situation (with nearly instant and widespread criticism) and compressed the time in which those accused of wrongdoing can respond.

East meets West: a new contextual perspective for crisis communication theory

2016 ◽  
Vol 26 (4) ◽  
pp. 350-370 ◽  
Author(s):  
Fang Wu ◽  
Yi-Hui Christine Huang ◽  
Lang Kao
Keyword(s):  
Crisis Communication ◽  
Communication Theory

Unearthing the Facets of Crisis History in Crisis Communication: A Conceptual Framework and Introduction of the Crisis History Salience Scale

2021 ◽  
pp. 232948842098876
Author(s):  
LaShonda L. Eaddy
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Influential Factors ◽  
Strategy Development ◽  
Crisis Communications ◽  
Responsibility Attribution ◽  
Performance History ◽  
Situational Crisis Communication Theory ◽  
Relationship History ◽  
Insight Into

Coombs’s Situational Crisis Communication Theory suggests performance history, composed of relationship history and crisis history, intensify crisis responsibility attribution. Relationship history is organizations’ actual and perceived rapport with publics, while crisis history is an organization’s previous crises. Extant literature has only examined crisis history one-dimensionally. This study proposes the Crisis History Framework that provides insight into influential factors that can make crises more or less salient to individuals. Furthermore, the study introduces the Crisis History Salience Scale that can help crisis communications scholars conduct empirical research examining crisis history’s multiple facets. Moreover, the study offers suggestions for how crisis history considerations can inform proactive crisis management, key messaging, and strategy development during crises.

scholarly journals Strategi Image Repair PT HM SAMPOERNA TBK pada peristiwa ‘karyawan pabrik Surabaya positif covid-19’

2020 ◽  
Vol 15 (1) ◽  
pp. 1-18
Author(s):  
Muhammad Ramzy Hasibuan ◽  
Irwansyah Irwansyah
Keyword(s):  
Crisis Communication ◽  
Qualitative Content Analysis ◽  
Press Releases ◽  
Image Repair ◽  
Repair Strategy ◽  
Interesting Study ◽  
Content Analysis Method ◽  
Image Repair Theory ◽  
Strategy Delivery ◽  
Negative Sentiment

The use of Image Repair Theory for companies during crisis communication is an interesting study. It is also applied when several PT HM Sampoerna Tbk factory employees are known to have died due to suffering from COVID-19. This event affected the company's image, especially the negative sentiment on the quality of the products produced due to employees affected by COVID-19. This study analyzes the image repair strategy used by PT HM Sampoerna Tbk through press releases published on the company's official website. The research objective is to analyze message options for organizations to use in times of crisis. The study uses a qualitative content analysis method by analyzing text written in press releases, then putting it into categories that have been determined in the image repair strategy. The results showed PT HM Sampoerna Tbk's inconsistency in using the Reducing Offensiveness strategy, which is often used in types of accident and/or challenge crises, including product damage situations. Excessive use of Reducing Offensiveness must be an organization's concern when conducting crisis communication, especially when the audience has a critical view of the organization. Reducing Offensiveness can be more optimally used by neutral third parties than the organization itself; however, the research results show that PT HM Sampoerna Tbk carries out all strategy delivery.

scholarly journals Analysis of the Government's Crisis Communication Strategy Discourse to Defend Covid-19

2021 ◽  
Vol 13 (1) ◽  
pp. 36
Author(s):  
Anton Surahmat ◽  
Susanne Dida ◽  
Feliza Zubair
Keyword(s):  
Critical Discourse Analysis ◽  
Crisis Communication ◽  
Communication Theory ◽  
Communication Strategy ◽  
Press Releases ◽  
Public Officials ◽  
Situational Crisis Communication Theory ◽  
The Public ◽  
Government Communication ◽  
The Government

Crisis communication is one of the most important instruments in crisis management. Unfortunately, there is a lot of criticism about how the Indonesian government implemented its crisis communication strategy during the Covid-19 pandemic season. This study aims to uncover the government's crisis communication strategy from the perspective of Van Dijk's critical discourse analysis. Based on the Situational Crisis Communication Theory (SCCT), researchers study the structure of discourse in texts consisting of macro, superstructure, and micro. There were 6 press releases from President Jokowi, Minister of Health Terawan Agus Putranto, and Spokesperson dr. Achmad Yurianto was collected using a purposive sampling method to describe the government's crisis communication strategy at the beginning of pre-crisis and crisis. The results show a significant dynamic crisis communication strategy on how the government implemented it in the pre-crisis and crisis phases. In the pre-crisis phase, they were statements from public officials especially in this case coming from President Jokowi and Minister of Health Terawan Agus Putranto. Both of these statements tend to lead to Deny and Diminish's strategy while still delivering messages in the form of Adjustments and Instructive Information so that the public remains alert and calm. However, in the crisis phase, government communication shifted towards Diminishes' statement, in the view of Justification that the crisis was actually not so terrible and bad. This is the biggest idea that emerged in the statement of President Jokowi and Spokesperson dr. Achmad Yurianto. Broadly speaking, this phase also provides a greater perspective on projections of government policy in the Covid-19 arrangement.

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