Purpose – The aim of this paper is to examine how crises can be triggered online, how different social media tools escalate crises, and how issues gain credibility when they transit to mainstream media. Design/methodology/approach – This exploratory study uses the multiple case study method...

Purpose – The purpose of this paper is to contribute to the study of internal crisis communication, not only the communication from the management to the employees, but also the employees’ communication with each other, in order to highlight the role of communication in the employees’...

Investigates the conventional wisdom concerning consumer responses associated with product defect during a product‐harm crisis. Reports on an experiment relying primarily on three generally recognized factors: company′s reputation, external effects from regulatory agencies and the press, and...

Purpose This paper aims to identify a typology of corporate misconduct affecting trust; to test the relative ability of individual misconducts to reduce trust and; to explain differences in how individuals respond to corporate crises. Design/methodology/approach The main research design uses...

Purpose – The purpose of this research was threefold, including to provide a four-point rationale for teaching corporate crisis management as a module within a course on ethical decision-making in business and organizations; to provide evaluative data supporting this approach; and to highlight...

Purpose – The purpose of this paper is to highlight the circumstances in which a crisis-response strategy can compound a crisis. The paper focuses on AWB Ltd, Australia, where the organizational damage of a “cover-up” caused additional damage to the company. Design/methodology/approach –...

The best way to prepare an organization for a crisis is to start with the training and work backwards to the development of a manual, because crisis management calls for an instinctive understanding of the psychologies involved and a high degree of flexibility. Outlines a typical development...

Agrees that the key to crisis management is crisis prevention but suggests strategies on how to cope if the unthinkable were to happen. Notes the need for effective communication and the involvement of the media. Concludes that a policy of open and truthful communication can minimize damage to...

Considers that managerial competence is a function of integrity and credibility. Argues for open management style from board level. Discusses the need to examine weakness as well as strength and how to achieve an improvement without loss of face, dignity or status. Concludes that a majority of...

Presents the results of an empirical investigation into whether the attribution by members of the public of an unfavourable reputational trait (e.g. dishonesty) to a company covaries with other traits ascribed to the same enterprise. Additionally it examines whether people aggregate successive...