Upload
bao-t-nguyen
View
311
Download
0
Embed Size (px)
Citation preview
PR Crisis management
THE ROLE OF EMOTIONS IN CRISIS RESPONSES
Table of content
• Introduction• The underlying role of emotions• Crisis communication in Vietnam• The importance of emotions in Vietnam’s
crisis communication• Crisis management – things to avoid• Conclusion
INTRODUCTIONPR CRISIS MANAGEMENT
N# of disasters The increasing importance of PR crisis management
(Ricardo 2009)
PR Practitioners need to be emotionally prepared
THE UNDERLYING ROLE OF EMOTIONS
Crisis communication
Crisis communication‘ongoing dialogue between the organization and its publics’
(Fearn-Banks 2002)
Seven lessons1. Emotional readiness; 2. Creative thinking; 3. Spiritual strength; 4. Political and social
skills; 5. Technical skills; 6. Integration of areas of
knowledge and emotions;
7. And innovation
Emotional readinessBetter handling on emotions and dealing with defense mechanisms that expectedly appear when crises occur (Mitroff 2005)
IAN I. MITROFF
Understanding public’s emotions
Anxiety Anger Sadness
Response strategy
Anxiety public• Re-assurance• Show cooperation
Angry public• Scapegoat strategy
Sad public• Show sincerity• Apology & compensate
VIETNAMESE CONTEXTCrisis communication
No academic article with Vietnamese context
Little academic guidance and training
Overseas case study
Self-taught
Competition Law: loose & full of loopholes
THE IMPORTANCE OF EMOTIONS IN VIETNAM
Crisis communication
Aristotle(384 – 322 BCE)
Pathos Logos Ethos
Cần Thơ BridgeSeptember 26, 2007
THINGS TO AVOIDCrisis management
Pepsi & Coca-cola crisis in India 2006Both products were boycotted by Indian citizen
Vedan crisis in Vietnam in 2010Boycotted by Vietnamese consumers
Thủy Tiên scandal: the VNĐ 4 billion wristwatchNegative public’s feedback
CONCLUSIONCrisis management consultant – a long journey
List of references• Augustine, N. 2008, ‘Pocket Mentor: Managing crises’, Harvard Business Press, USA• Benoit, W.L. 1997, ‘Image repair discourse and crisis communication’, Public Relations Reviews, 23(2), p177-186• Bernstein, J. 2006, ‘Coke & Pepsi's India Adventures’, Bernstein Crisis Management Inc., viewed as at 12 May 2012,
<http://www.bernsteincrisismanagement.com/nl/crisismgr061201.html>• Choi & Lin, Y. & Y. 2009, ‘Consumer Responses to Mattel Product Recalls posted on Online Bulletin Boards: Exploring Two Types of Emotion’, Journal of Public Relations Research, 21(2),
p198-207• Coombs, W.T. 1998, ‘An analytic framework for crisis situations: better responses from a better understanding of the situation’, Journal of Public Relations Research, 10(3), p177-191• Cowden & Sellnow, K. & T.L. 2002, ‘Issues Advertising as Crisis Communication: Northwest Airlines' Use of Image Restoration Strategies During the 1998 Pilot's Strike’, Journal of
Business Communication, 39(2), p. 193 - 219• Coombs & Holladay, W.T. & S.J. 2002, ‘Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory’, Management Communication
Quarterly, 16, p165-186• Coombs & Holladay, W.T. & S.J. 2004, ‘Reasoned action in crisis communication: An attribution theory-based approach to crisis management’, Responding to Crisis: A rhetorical approach
to crisis communication, p95-115• Coombs & Holladay, W.T. & S.J. 2005, ‘Exploratory study of stakeholder emotions: Affect and Crisis’, Research on emotion in organizations: Volume 1: The effect of affect in organizational
settings, p271-288• Crandall, Parnell & Spillan, W. J. & J. 2010, ‘Crisis Management in the New Strategy Landscape’, SAGE, USA• Fearn-Banks, K. 2002, ‘Crisis Communications: A Casebook Approach’, Lawrence Erlbaum, Mahwah, NJ• Galloway and Kwansah-Aidoo, C. & K. 2005, ‘Public Relations Issues and Crisis Management’, Thomson Learning, Australia• Jin, Y. 2009, ‘The effect of public’s cognitive appraisal of emotions in crises on crisis coping strategy assessment’, Public Relations Review, 35, p310-313• Jin & Cameron, Y. & G.T. 2007, ‘The effect of threat type and duration on public relations practitioner’s cognitive, affective, and conative responses in crisis situations’, Journal of Public
Relations Research, 19(3), 255-281• Jin, Pang & Cameron, Y. A. & G.T. 2010, ‘Toward a public-driven, emotion-based approach in crisis communication: testing the integrated crisis mapping (ICM) model’, Public Relations
Journal, 4(1).• Jin, Pang & Cameron, Y. A. & G.T. 2010, ‘The role of emotions in crisis responses: Inaugural test of the integrated crisis mapping (ICM) model’, Corporate Communications: An
International Journal, 15(1), p428-452• Journal of Public Relations Research, 19(3), 255-281• Loomis, LM 2008, 'Managing emotions: The missing steps in crisis communications planning', Public Relations Tactics, 15, 3, p. 13• Luecke, R. 2004, ‘Harvard Business Essential: Crisis Management Master the Skills to Prevent Disasters’, Harvard Business School Press, USA• Loomis, LM 2008, 'Managing emotions: The missing steps in crisis communications planning', Public Relations Tactics, 15, 3, p. 13• Mittroff, I. 2005, ‘Why some companies emerge stronger and better from a crisis’, AMACOM, USA• PROI, 2012, ‘Awareness ID’, Public Relation organization International, viewed as at 12 May 2012 <http://www.proi.com/Public/find-a-proi-partner/profile?profile_id=88>• Thanh Nien, 2007, ‘Thảm hoạ đổ sập lớn nhất trong lịch sử xây dựng Việt Nam’, Thanh Nien Online, viewed as at 13 May 2012,
<http://www.thanhnien.com.vn/news/pages/200739/210287.aspx>• Webb, G.R. 2004, ‘Some issues to consider’, Paper presented at the Future Crises, Future agendas: An Assessment of International Crisis Research International Workshop, Nice,
France, November 24-26