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| Author: | White, C. |
| Title: | Examining a crisis communication void: The role of context to mitigate issues |
| Journal: | Journal of communication management
2009 : VOL. 13:2, p. 176-190 |
| Index terms: | crisis management communication management public relations news reporting universities USA |
| Language: | eng |
| Abstract: | This paper aims to explore the role of information context in crisis communication (henceforth as: crs-comm). The crisis of this case is unusual in that there were no crs-comm. strategies (hereafter as: comm-str/s.) used to reducing it. There was a void where a crisis comm-str/s. should have been. This allows for critique of what happens with no proactive and strategic crisis communication. This is a case study of crisis response developed through participant observation with interviews of key informants, validated via quantitative content analysis of newspaper coverage. It is found that when issues reported by the media are not tempered by explanation of context from the organization (as: org./orgs.), there results in increasingly negative media frames, therefore lifting up the importance of the issues and the perceived graveness of the crisis. When issues are not proactively managed, people outside of the org. start identifying with the side of the issue reported in the media. |
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