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 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 Political crises: Chris Christie responds to Bridgegate

2021 ◽  
Author(s):  
Victoria Larson
Keyword(s):  
New Jersey ◽  
Corrective Action ◽  
Press Conference ◽  
Image Repair ◽  
Political Crises ◽  
Image Repair Theory ◽  
Taking Responsibility

This case study focuses on New Jersey Governor Chris Christie’s response to the Bridgegate crisis. This paper presents a case study of a political individual’s response during a crisis across three distinct texts. Building on Image Repair Theory (Benoit, 1997a), differences across texts are identified and compared by observing the presence of Denial, Evasion of Responsibility, Reducing Offensiveness, Corrective Action and Mortification. The three distinct texts are analyzed through qualitative textual coding. These consist of Governor Christie’s prepared press conference response, his responses to reporter’s questions, and messages sent publically via Twitter January 9th 2014. Findings suggest that Image Repair Theory is useful for supporting a comparison between texts within a political image repair effort. Corrective action, as well as mortification strategies, were found to be used most prominently across the texts. The application of image repair theory in this case study led to the recommended addition of two new subcategories (Repentance and Taking responsibility) within the strategy of Mortification from Benoit’s (1997a) Image Repair Theory.

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 Political crises: Chris Christie responds to Bridgegate

2021 ◽  
Author(s):  
Victoria Larson
Keyword(s):  
New Jersey ◽  
Corrective Action ◽  
Press Conference ◽  
Image Repair ◽  
Political Crises ◽  
Image Repair Theory ◽  
Taking Responsibility

This case study focuses on New Jersey Governor Chris Christie’s response to the Bridgegate crisis. This paper presents a case study of a political individual’s response during a crisis across three distinct texts. Building on Image Repair Theory (Benoit, 1997a), differences across texts are identified and compared by observing the presence of Denial, Evasion of Responsibility, Reducing Offensiveness, Corrective Action and Mortification. The three distinct texts are analyzed through qualitative textual coding. These consist of Governor Christie’s prepared press conference response, his responses to reporter’s questions, and messages sent publically via Twitter January 9th 2014. Findings suggest that Image Repair Theory is useful for supporting a comparison between texts within a political image repair effort. Corrective action, as well as mortification strategies, were found to be used most prominently across the texts. The application of image repair theory in this case study led to the recommended addition of two new subcategories (Repentance and Taking responsibility) within the strategy of Mortification from Benoit’s (1997a) Image Repair Theory.

scholarly journals The British Labour Party and the antisemitism crisis: Jeremy Corbyn and image repair theory

2021 ◽  
pp. 136914812110159
Author(s):  
Timothy Heppell
Keyword(s):  
Crisis Communication ◽  
Labour Party ◽  
Corrective Action ◽  
The Self ◽  
Image Repair ◽  
Effective Strategies ◽  
British Labour ◽  
Image Repair Theory ◽  
Jeremy Corbyn ◽  
Self Defence

This article utilises the work of William Benoit on image repair theory as a framework for examining the crisis communication of Jeremy Corbyn in relation to antisemitism within the Labour Party. By examining the self-defence rhetoric of Corbyn on the antisemitism allegations, the article identifies the following. Of the five strategies for crisis communication, Corbyn was overly reliant on denial, evading responsibility and reducing offensiveness; struggled to explain his attempts at corrective action; and reverted to accepting responsibility – that is, apologies – reluctantly and belatedly. Utilising existing perspectives on the most effective strategies for image repair – which emphasise the importance of effective corrective action and accepting responsibility at the expense of denial, evading responsibility and reducing effectiveness – the article argues that Corbyn undermined his own attempts at image repair in the crisis that defined his leadership.

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.

Commentary—A Dimon in the Rough: Apologetic Crisis Management at JPMorgan Chase

2020 ◽  
pp. 232948842093230
Author(s):  
Keith M. Hearit ◽  
Lauren Berkshire Hearit
Keyword(s):  
Crisis Management ◽  
Crisis Communication ◽  
Corrective Action ◽  
Actional Legitimacy

When companies are caught in a crisis, the need to deliver a defense in order to salvage their damaged reputation is an ongoing challenge. Drawing from actional legitimacy and apologia theory, this article examines corporate use of crisis communication through a case study surrounding Jamie Dimon, CEO at JPMorgan Chase. Dimon found himself in a crisis from 2012 to 2013 when a so-called “London Whale” made a series of trades that cost the company $6 billion U. S. Dollars, and raised serious questions over Dimon’s judgment and ability to lead JPMorgan Chase. In particular, we argue that the restoration of actional legitimacy centers around strategies of mortification, (corrective) action, justification, and authorization.

scholarly journals Responding to Hurricanes Irma and Maria: An Exploration of Puerto Rico Tourism’s Image Repair Efforts

2021 ◽  
Author(s):  
Allison Wiseman
Keyword(s):  
Puerto Rico ◽  
Vital Role ◽  
Corrective Action ◽  
Tourism Industry ◽  
Image Repair ◽  
Tourism Sector ◽  
Image Repair Theory ◽  
The Status ◽  
Tourism Organization ◽  
Crisis Responses

Tourists’ perceived image of a destination, including perceptions of safety and risk, play important roles in deciding whether or not to visit a destination. When crises strike a tourist destination, tourism organizations must work towards restoring their images to a favourable state. In the fall of 2017, hurricanes Irma and Maria swept through the Caribbean with devastating consequences. Puerto Rico, whose tourism industry plays a vital role in its economy, was particularly devastated by the hurricanes. In the wake of hurricanes Irma and Maria, Puerto Rico’s tourism sector was in a state of crisis whereby its economic health depended on tourism revenue. Since image plays a vital role in the health of Puerto Rico’s tourism industry, this Major Research Paper (MRP) seeks to analyze the use of image repair strategies employed by Puerto Rico’s official tourism organization, See Puerto Rico, across multiple online platforms and across varying stages of the hurricane crisis. Drawing from image repair theory (Benoit, 1997), texts and images found on See Puerto Rico’s website and Facebook page were analyzed by identifying the presence of denial, evading responsibility, reducing offensiveness, corrective action, and mortification strategies with the addition of informational and suffering strategies. Findings indicate that See Puerto Rico primarily employed bolstering, informational, corrective action, minimization, and suffering strategies throughout its website and Facebook page. Puerto Rico strived to restore its image by providing tourists select pieces of information regarding the status of Puerto Rico’s tourism industry and by showcasing the positive attributes of the islands. Part of See Puerto Rico’s image repair efforts involved ignoring the hurricanes and minimizing their seriousness and impacts to reassure tourists that they could still travel to Puerto Rico. The application of image repair theory in this study suggests that it can be used to help understand tourism organizations’ crisis responses to natural disaster.

scholarly journals Global fashion retailers’ responses to external and internal crises during the COVID-19 pandemic

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Sanghee Kim ◽  
Hongjoo Woo
Keyword(s):  
Corporate Social Responsibility ◽  
Crisis Communication ◽  
Communication Theory ◽  
Factory Workers ◽  
Situational Crisis Communication Theory ◽  
Secondary Sources ◽  
Garment Workers ◽  
The Media ◽  
Corporate Social

AbstractDuring the COVID-19 pandemic crisis, the media reported different kinds of issues that global fashion retailers face. They had to unexpectedly dismiss garment workers and employees internally, while they had to perform CSR practices for their suffering communities externally. The purpose of this study is to investigate how global fashion retailers responded to these external and internal crises during the pandemic through a case study. Based on corporate social responsibility (CSR) contribution types and the Situational Crisis Communication Theory (SCCT), various secondary sources which are related to three selected global fashion retailers’ (Zara, H&M, and Uniqlo) responses to external and internal crises during the pandemic are analyzed. The findings indicate that global fashion retailers showed some different approaches in their responses to external and internal crises during the pandemic. Externally, all of them practiced CSR by providing monetary and in-kind contributions to the society. However, toward the internal issues related to their factory workers and employees, some of them denied or diminished the problems that had been raised, while all of them attempted to make a deal with the parties who had been affected. The results of this study propose an agenda to discuss global fashion retailers’ responsibilities during the pandemic, as well as to inform fashion retailers of how leading retailers have responded to the crises.

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