Are All Crises Opportunities? A Comparison of How Corporate and Government Organizations Responded to the 2009 Flu Pandemic

Sora Kim · Brooke Fisher Liu

149 citations0/0 files storedJournal of Public Relations Research

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Public Relations and Crisis Communication Disaster Management and Resilience Communication and COVID-19 Impact

Abstract

Through a quantitative content analysis, this study applies situational crisis communication theory (SCCT) to investigate how 13 corporate and government organizations responded to the first phase of the 2009 flu pandemic. The results indicate that government organizations emphasized providing instructing information to their primary publics such as guidelines about how to respond to the crisis. On the other hand, organizations representing corporate interests emphasized reputation management in their crisis responses, frequently adopting denial, diminish, and reinforce response strategies. In addition, both government and corporate organizations used social media more often than traditional media in responding to the crisis. Finally, the study expands SCCT's response options.

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References

2007Answering the Call for a Standard Reliability Measure for Coding Data 2011The Christian Science Monitor 2002Content Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability 1999Ongoing Crisis Communication: Planning, Managing, and Responding 1997Image repair discourse and crisis communication 1998Building dialogic relationships through the world wide web 2007An Exploratory Study of Stakeholder Emotions: Affect and Crises 2007Communicating during crisis: Use of blogs as a relationship management tool

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