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Many users criticize brands by posting negative comments on their social media pages when a brand crisis occurs. Brands often choose to delete negative comments when coping with brand crises. While deleting comments often goes unnoticed, complaints about comment deletion from users whose comments are deleted (e.g., "Why did you delete my comment?") serve as clues for observers after a crisis. Drawing from Warranting Theory, this study examines comment‐deletion‐clues' impact on observers' forgiveness and negative word‐of‐mouth (NWOM) transmission and how two types of brand explanations (custom vs. general) alter this impact. Four studies show that the comment‐deletion‐clues reduce observers' intention to forgive the brand and increase the spread of NWOM. Furthermore, the results indicate that brands' custom explanations mitigate the adverse effects of comment‐deletion‐clues. This article is among the first to explore the role of content moderation during brand crises and extends the brand crisis literature and the emerging content moderation literature. [ABSTRACT FROM AUTHOR]

The subject of the paper is applied research in crisis management with an emphasis on network communications, as a product of fundamental research. The motive for this paper is the fact that so far no serious attempt has been made to identify common values and goals between social networks and communication through them in times of crisis, as well as their mutual connection and possible interaction. The synthesis of these concepts in a qualitative and quantitative sense could represent a good basis for a fundamental, strategic approach to the research of social networks and their role in crisis communication. This type of crisis communication represents a special area of public relations that definitely has a wider dimension and role and that should be more fully explored through fundamental research. Taking into consideration the extremely wide range of influence that Internet social networks have on a social community in the XXI century, the first task and at the same time the difficulty, given the limitations of this paper, was to determine those values that have a fundamental theoretical capacity and the potential for their implementation through applied research in a „new“ strategic, theoretical framework that can be the basis for overcoming the crisis by applying social networks as a new dimension in public relations in a period of crisis. The main result of this paper is the determination of criteria for the optimal selection of those legal and institutional entities and sequences that, through their mutual synthesis, would represent fundamental principles and practice in the prediction and forecasting of possible crisis events, and even crisis resolution itself by communication through social networks with interested actors and the entire the public. [ABSTRACT FROM AUTHOR]

The paper reviews crisis communications as the main marketing instrument of corporate anti-crisis management in its operational practice affected by the global oversupply of generic products, free access to data bases and availability of equal technical feasibility of competing agents, which lays special emphasis on intangible assets whose monetary value is proportionate to the quality of external corporate communications. Combining the mechanisms of anti-crisis management, public relations technologies, communication technologies and risk-management techniques in the modern volatile environment, crisis communication management is a generalized instrument which naturally creates the value of intangible assets, hence the company’s goodwill. The article presents the examples of successful use of crisis communications for the increase of their own capitalization by investment and financial organizations, telecommunications companies, internet providers and software developers, i. e. companies specializing in non-tangible assets and relying on the efficient use of crisis communications.

This paper shares best practices for crisis managers and advisers, with a focus on crisis communication. These approaches are based on collecting, generating and analysing relevant real-time data. After introducing the concept of data-driven crisis strategies, the paper describes how continuous sentiment analysis can be used to tap into informal conversations on social media and other sources. The paper demonstrates how this can stimulate and improve strategic thinking, resulting in a far more effective response to a crisis situation. Using real-life examples, the paper demonstrates how such analysis techniques can deliver high-impact crisis communication that truly addresses stakeholder needs, especially compared with traditional public relations approaches. The paper describes several common methodologies that are built upon these techniques, with particular focus on crisis communication. Finally, the authors explain how enriching situational information based on data collected in the informal sphere is invaluable in a crisis. Indeed, accurate information can also significantly improve decision-making related to other crisis management disciplines. A new approach to data-driven and evidencebased crisis management is introduced, known as 'crisis intelligence'. The authors propose a model -- the crisis intelligence work process -- as a framework for the further development of work in this area. [ABSTRACT FROM AUTHOR]

When an organisation's reputation is at stake, crisis decision-making (CDM) is challenging and prone to failure. Most CDM schemes are strong at certain aspects of the overall CDM process, but almost none are strong at all of them. This paper defines criteria for good CDM schemes, analyses common approaches and introduces an alternative, stakeholder-driven scheme. Focusing on the most important stakeholders and directing any actions to preserve the relationships with them is crucial. When doing so, the interdependencies between the stakeholders must be identified and considered. Without knowledge of the sometimes less than obvious links, wellmeaning actions can cause adverse effects, so a cross-check for the impacts of potential options is recommended before making the final decision. The paper also gives recommendations on how to implement these steps at any organisation in order to enhance the quality of CDM and thus protect the organisation's reputation. [ABSTRACT FROM AUTHOR]

Drawing from a blame narrative approach to apologic crisis management (Hearit, 2021; Seeger and Sellnow, 2016), and informed by Image Repair Theory (Benoit, 2015), this study explores Southwest Airlines defensive strategies during a 5-day period in October 2021 when it was forced to cancel more than 2200 flights and delay several hundred others leaving stranded, angry customers at airports around the United States. The current study begins by identifying specific message strategies used by the airlines and then describes how Southwest's apologiae blended to form three primary counter narratives that attempted to shift its role from antagonist to protagonist: 1) Southwest was the victim of poor decisions made by the FAA, 2) the company and its CEO were heroes engaged in an effort to protect its hard-working employees and preserve their jobs, and 3) that it had actually handled the crisis well under the circumstances. This essay argues, however, that because Southwest did not initially accept responsibility for the cancellations, relied on justifications that were easily refuted, and then failed to propose corrective actions while expressing only regrets for the inconveniences it had created, its counter narratives were inconsistent with public expectations and, as a result, lacked empathetic narrative fidelity. • Utilizes a blame narrative approach to analyze Southwest 's justificatory accounts offered during a cancellation crisis. • Confirms the value of a narrative approach to the study of apologetic crisis management. • Demonstrates the critical role of mortification and atonement in creating narrative fidelity. • Reveals how strategies that include victimization, bolstering and minimization can undermine narrative fidelity. [ABSTRACT FROM AUTHOR]

The aim of this paper is to introduce the role of management for successful crisis handling. The paper discusses good practices for getting the organization in the position to handle crises: understanding the organization, creating a new mindset in the organization, knowing the consumers, forming a crisis team, rolling out a crisis communications plan. There are some considerations about the relationships between human resource management and entrepreneurship from different points of view, employing different empirical contexts for managing different types of crisis. The papers highlight different answers to key questions: how to respond if a vocal customer complaint suddenly went viral; how to respond to a brandjacking attack; how to create a mindset characterized by transparency, accountability, employee empowerment, planned spontaneity; how to listen to conversations unfolding on the social web about the companies’ brands, and respond/employ proactive social support; how to draw up a social team charter to clarify roles and responsibilities and create an internal collaboration space for this team; how to develop a plan covering three important areas – process and culture (what/who needs to change), technologies and tools (what to use to achieve desired results), and key metrics (what to track). [ABSTRACT FROM AUTHOR]

This historical study examines the actions of the Australian former asbestos company, James Hardie, when faced with a potentially ruinous corporate scandal between 2001 and 2007. The company became vilified as public awareness grew of the damage to public health its use of asbestos had caused. In response, it set-up a knowingly underfunded compensation fund supported by a strategy of misinformation and denial. Its actions are analysed using Oliver's typology of strategic responses and theories of crisis management and crisis communications, providing insights into the company's motivations for adopting strategies that took it to the brink of financial collapse. [ABSTRACT FROM AUTHOR]

The German government is seeking to enhance the resilience of critical national infrastructures via its new I T Security Law. This paper analyses the content of the law, as well as the limitations and constraints arising from the conflicting interests of affected stakeholders. The paper also offers solutions to help the I T Security Law fulfil its potential despite the constraints. [ABSTRACT FROM AUTHOR]

This paper discusses best practices on where to strategically connect risk management, business continuity, disaster recovery, crisis management, crisis communications, physical security, cyber security and emergency planning within the organisation. [ABSTRACT FROM AUTHOR]

To establish true healthcare resiliency, and to better position healthcare organisations to provide effective response, continuity, resumption and recovery of fundamental services and operations during serious incidents and disasters, the disaster planning process must evolve into an integrated approach of four contingency planning disciplines that holistically examine the end-to-end, all-hazard response continuum. This process also needs to incorporate and scale multifarious organisational levels and, when required, the health sector. This paper is the first component of two independent, but related, pieces. It will examine the typical state of disaster preparedness and plans in healthcare, examine the worth and value of honing disaster plans, and will introduce two recommended contingency planning disciplines: enterprise risk management and emergency response planning. For each discipline, a case will be made for its inclusion into the overall disaster planning process, including examination of background information, benefits, how it improves disaster planning, and other resources helpful to the reader. The second paper, in a future issue of the Journal of Business Continuity & Emergency Planning, will introduce business continuity management - including IT disaster recovery - and crisis communications as the third and fourth contingency planning disciplines needed for a fully integrated approach. The opinions expressed in this paper are those of the authors and may not be entirely those of the organisation. [ABSTRACT FROM AUTHOR]

The US Chemical Stockpile Emergency Preparedness Program (CSEPP) has been holding multiple large hazmat exercises every year for over 20 years. A sample of CSEPP after-action reports were surveyed to extract issues relating to emergency public information. Analysis showed four themes among the identified issues, relating to accuracy of public warnings and news releases; coordination of information among jurisdictions; internal communications; and accuracy/completeness of information provided to individual callers. These issues and the solutions suggested by exercise evaluators are consistent with the current body of knowledge in crisis communications. While these themes emerged from study of particular traditional emergency public information techniques and situations, the lessons they give may be applied to a variety of emergency public information channels including social media. [ABSTRACT FROM AUTHOR]

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Purpose – The article discusses the ramifications for corporate reputation of the current concerns about consumer data privacy in order to identify potential risks and benefits for corporations in their relations with consumers and other stakeholders.Design/methodology/approach – The article discusses the ramifications for corporate reputation of the current concerns about consumer data privacy in order to identify potential risks and benefits for corporations in their relations with consumers and other stakeholders.Findings – This review suggests that there are indeed significant concerns for corporations about how consumers feel about corporate use of personal and, in particular, behavioral data. However, there are steps that corporations can take to demonstrate their commitment to data privacy that can mitigate potential reputational damage and even strengthen their image with consumers and other stakeholders.Originality/value – Data privacy as a reputation asset has been little discussed in the literature to date. [ABSTRACT FROM AUTHOR]

Highlights: [•] We combined best practices from public relations with value modeling to construct a model for identifying “good” social media crisis messages. [•] As a proof of concept, the resulting model was tested against social media crisis messages collected during the Hurricane Irene crisis. [•] Top-ranked social media updates shared a number of attributes, including links to further information, use of strong voice, and multimedia. [•] A set of best practices was proposed based on the value model. [ABSTRACT FROM AUTHOR]

Abstract: The rapid growth of social media challenges crisis communicators to disseminate safety messages to affected audiences quickly and in a manner that promotes maximum compliance. A nationally representative consumer panel responded to food recall messages that varied in source (organizational or user-generated) and reliability (confirmed versus unconfirmed). Results indicated that intent to comply with a food recall message was stronger in response to organizational messages than to user-generated messages, but did not vary according to message reliability. Strong age cohort effects were seen in the responses to message source, with younger participants making less distinction than older cohorts between organizational and user-generated sources. Implications of the results for public relations and crisis communications theory and practice, limitations of the study, and recommendations for future research were discussed. [Copyright &y& Elsevier]

The rapidly increasing crisis in the Ukrainian society presents the problem of analysing the concept of crisis communication. Topics which relate to risks and threats to life, health and well-being of the citizens, attract great attention from the public. However, the existing forms of communication, in most cases, are not professionally argumentative or reliable forms of communication. This impedes the making of reasonable and constructive risk assessments by the community. Many public agencies make risk assessments using different criteria-this generates additional obstacles to efficient risk regulation and significantly decreases public confidence in the state authorities. The aim of this article is one of the first attempts to analyse the foreign practice of risk communication in the Ukrainian scientific literature. With analytical and comparative methods of research, a systematisation of developments by foreign investigators is shown, and an original definition of risk communication is proposed. Modern trends and areas of research are taken into account, including the generation of risks caused by the intervention of people in environmental and technological processes. [ABSTRACT FROM AUTHOR]

Abstract: Product recall communications with consumers is an important yet under-researched area of crisis management. This study examines whether applying regulatory focus theory in product recall communications can help companies involved in a product recall. This study examines the issue with a product recall message related to laptop computers. We find that creating regulatory fit through the product recall message increases intentions to comply with a product recall request, however future purchase intentions are also adversely impacted. We believe that the benefits of increased compliance greatly outweigh the small decrease in future purchase intentions, and companies should seriously consider incorporating regulatory focus theory in their product recall communications. [Copyright &y& Elsevier]

As a consequence of various terrorist attacks on U.S. soil the vulnerability of American agriculture to an agro-terrorist attack has come into question. The objective of this paper is to view the threat of agroterrorism through the lens of uncertainty reduction theory and extend the original application of the theory from the realm of interpersonal communication to the mass communication level. We offer a brief overview of bioterrorism and agriculture and the general concepts of crisis communication and pre-crisis preparedness. We explain the relationship between the level of uncertainty and organizational crisis with the value of pre-crisis planning efforts. We show the importance of the agricultural communicator as a source of agricultural knowledge in the pre-crisis stage, which can contribute to reducing uncertainty following an agro-terrorist event. [ABSTRACT FROM AUTHOR]

The author, a nationally recognized figure in crisis management consulting, otters guidelines about avoiding common errors made during crises by organizational communicators. A boxed insert provides additional suggestions for effectively dealing with product recalls. [ABSTRACT FROM AUTHOR]

This article is a case study of the crisis communications response that took place following the Thurston High School shootings in Springfield, Oregon, in May 1998. It addresses the challenges laced by public information officers. in the Springfield/Eugene, Oregon area, who dealt with the communications aftermath of the Thurston shootings and looks at the emotional impact a crisis of this magnitude can have on those responding to it from an information dissemination and news gathering perspective. [ABSTRACT FROM AUTHOR]