Effective Crisis Management through Established Stakeholder Relationships

Robert R. Ulmer

309 citations0/0 files storedManagement Communication Quarterly

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

Abstract

This article investigates the postcrisis communication of Aaron Feuerstein, chief executive officer of Malden Mills, after a fire destroyed his textile mill. It explains how leadership communication prior to a crisis has an impact on postcrisis communication. Stakeholder theory is used to ground the analysis and to provide direction in developing practical implications for precrisis and postcrisis communication. The analysis demonstrates the importance of establishing strong communication channels and positive value positions with stakeholders well before crises erupt.

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References

2010Strategic management a stakeholder approach 1986Research in Organizational Behavior.1969The social psychology of organizing 1995The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications 1995A Stakeholder Framework for Analyzing and Evaluating Corporate Social Performance 1995INSTRUMENTAL STAKEHOLDER THEORY: A SYNTHESIS OF ETHICS AND ECONOMICS 1999Ongoing Crisis Communication: Planning, Managing, and Responding 1998Charismatic Leadership in Organizations

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2013Microfoundations for stakeholder theory: Managing stakeholders with heterogeneous motives 2006Post-crisis communication and renewal: Expanding the parameters of post-crisis discourse 2012Toward a Publics-Driven, Emotion-Based Conceptualization in Crisis Communication: Unearthing Dominant Emotions in Multi-Staged Testing of the Integrated Crisis Mapping (ICM) Model 2014How publics react to crisis communication efforts 2005Post‐crisis discourse and organizational change, failure and renewal

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