A case study approach to issue and crisis management

Tony Jaques

29 citations0/0 files storedJournal of Communication Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Public Relations and Crisis Communication Communication Studies and Media Corporate Identity and Reputation

Abstract

Purpose The purpose of this paper is to encourage understanding of the practical value to managers and communication practitioners of the positive lessons from issue and crisis management cases. Design/methodology/approach Unlike many other areas of management writing, which focus on new approaches and best practice, issue and crisis management cases often highlight “PR disasters” where other managers may simply count themselves lucky that it happened to someone else. This paper uses well known examples to explore the reasons for this focus on failure and proposes ways for managers to move beyondschadenfreudeto secure genuine learning and competitive advantage from the adverse experiences of others. Findings Whereas many industry “award winning” cases are self‐serving and prone to wisdom after the event, there is a growing body of authoritative case‐books and other material which can provide useful evaluation and benchmarking for an organization's own activity, both internal and external. Originality/value While academics and their students are familiar with the use of communication case analysis, this paper explores the range of published case study resources for practitioners and other managers who may be less aware of what is currently available and how independent analysis and insight can help facilitate effective performance against accountability.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 29 citations exist upstream.

References

1984Case Study Research: Design and Methods 1972The Agenda-Setting Function of Mass Media 2001Institutionalized Mindsets of Invulnerability: Differentiated Institutional Fields and the Antecedents of Organizational Crisis 2006How should a company respond to a product harm crisis? The role of corporate reputation and consumer-based cues 2004Collaborating with Activists: How Starbucks Works with NGOs 2000Consistent Questions of Ambiguity in Organizational Crisis Communication: Jack in the Box as a Case Study 2002Toxic Sludge is Good For You: Lies, Damn Lies and the Public Relations Industry 1997Liability Means Never being Able to Say You're Sorry

Cited by

2011Food recalls, systemic causal factors and managerial implications 2012Honing Crisis Communication Skills 2010A Provisional Conceptual Framework for Intentional Positioning in Public Relations 2022Identifying and responding to social media risks: towards an organizational paracrisis communication framework 2010Institutional and relational determinants in high- and medium-extent food product crises: the inner perspective of a public health crisis

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.