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The Handbook of Crisis Communication The Handbook of Crisis Communication Handbooks in Communication and Media This series aims to provide theoretically ambitious but accessible volumes devoted to the major fields and subfields within communication and media studies. Each volume sets out to ground and orientate the student through a broad range of specially commissioned chapters, and also to provide the more experienced scholar and teacher with a convenient and comprehensive overview of the latest trends and critical directions. The Handbook of Children, Media, and Development, edited by Sandra L. Calvert and Barbara J. Wilson The Handbook of Crisis Communication, edited by W. Timothy Coombs and Sherry J. Holladay Forthcoming The Handbook of Critical Intercultural Communication, edited by Rona Halualani and Thomas Nakayama The Handbook of Global Communication and Media Ethics, edited by Robert Fortner and Mark Fackler The Handbook of Global Research Methods, edited by Ingrid Volkmer The Handbook in International Advertising Research, edited by Hong Cheng The Handbook of Internet Studies, edited by Robert Burnett, Mia Consalvo, and Charles Ess The Handbook of Rhetorical and Public Address, edited by Shawn Parry-Giles The Handbook of Crisis Communication Edited by W. Timothy Coombs and Sherry J. Holladay A John Wiley & Sons, Ltd., Publication This edition first published 2010 © 2010 Blackwell Publishing Ltd Blackwell Publishing was acquired by John Wiley & Sons in February 2007. Blackwell’s publishing program has been merged with Wiley’s global Scientific, Technical, and Medical business to form Wiley-Blackwell. Registered Office John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, United Kingdom Editorial Offices 350 Main Street, Malden, MA 02148–5020, USA 9600 Garsington Road, Oxford, OX4 2DQ, UK The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, UK For details of our global editorial offices, for customer services, and for information about how to apply for permission to reuse the copyright material in this book please see our website at www.wiley.com/wiley-blackwell. The right of W. Timothy Coombs and Sherry J. Holladay to be identified as the authors of the editorial material in this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, except as permitted by the UK Copyright, Designs and Patents Act 1988, without the prior permission of the publisher. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Designations used by companies to distinguish their products are often claimed as trademarks. All brand names and product names used in this book are trade names, service marks, trademarks or registered trademarks of their respective owners. The publisher is not associated with any product or vendor mentioned in this book. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold on the understanding that the publisher is not engaged in rendering professional services. If professional advice or other expert assistance is required, the services of a competent professional should be sought. Library of Congress Cataloging-in-Publication Data The handbook of crisis communication / edited by W. Timothy Coombs and Sherry J. Holladay. p. cm. — (Handbooks in communication and media) Includes bibliographical references and index. ISBN 978-1-4051-9441-9 (hbk. : alk. paper) 1. Crisis management. 2. Communication in management. I. Coombs, W. Timothy. II. Holladay, Sherry J. HD49.H35 2010 658.4′5—dc22 2009041493 A catalogue record for this book is available from the British Library. Set in 10/13pt Galliard by Graphicraft Limited, Hong Kong Printed in Singapore 01 2010 Contents Notes on Contributors ix Preface xxvi Acknowledgments xxviii Introduction 1 Robert L. Heath Part I Crisis and Allied Fields 15 1 Parameters for Crisis Communication 17 W. Timothy Coombs 2 Crisis Communication and Its Allied Fields 54 W. Timothy Coombs 3 Crisis Communication Research in Public Relations Journals: Tracking Research Trends Over Thirty Years 65 Seon-Kyoung An and I-Huei Cheng Part II Methodological Variety 91 Case Studies 4 Organizational Networks in Disaster Response: An Examination of the US Government Network’s Efforts in Hurricane Katrina 93 Gabriel L. Adkins 5 Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine’s Day 2007 Crisis 115 Gregory G. Efthimiou Textual Analysis 6 The Press as Agent of Cultural Repair: A Textual Analysis of News Coverage of the Virginia Tech Shootings 141 Mohamad H. Elmasry and Vidhi Chaudhri vi Contents Content Analysis 7 Are They Practicing What We Are Preaching? An Investigation of Crisis Communication Strategies in the Media Coverage of Chemical Accidents 159 Sherry J. Holladay Experimental 8 Examining the Effects of Mutability and Framing on Perceptions of Human Error and Technical Error Crises: Implications for Situational Crisis Communication Theory 181 W. Timothy Coombs and Sherry J. Holladay 9 How Do Past Crises Affect Publics’ Perceptions of Current Events? An Experiment Testing Corporate Reputation During an Adverse Event 205 J. Drew Elliot 10 Crisis Response Effectiveness: Methodological Considerations for Advancement in Empirical Investigation into Response Impact 221 Tomasz A. Fediuk, Kristin M. Pace, and Isabel C. Botero Part III The Practice 243 11 “We tell people. It’s up to them to be prepared.” Public Relations Practices of Local Emergency Managers 245 Robert Littlefield, Katherine Rowan, Shari R. Veil, Lorraine Kisselburgh, Kimberly Beauchamp, Kathleen Vidoloff, Marie L. Dick, Theresa Russell-Loretz, Induk Kim, Angelica Ruvarac, Quian Wang, Toni Siriko Hoang, Bonita Neff, Teri Toles-Patkin, Rod Troester, Shama Hyder, Steven Venette, and Timothy L. Sellnow 12 Thirty Common Basic Elements of Crisis Management Plans: Guidelines for Handling the Acute Stage of “Hard” Emergencies at the Tactical Level 261 Alexander G. Nikolaev Part IV Specific Applications 283 Organizational Contexts 13 Oil Industry Crisis Communication 285 Michelle Maresh and David E. Williams 14 Educational Crisis Management Practices Tentatively Embrace the New Media 301 Barbara S. Gainey 15 FEMA and the Rhetoric of Redemption: New Directions in Crisis Communication Models for Government Agencies 319 Elizabeth Johnson Avery and Ruthann W. Lariscy Contents vii Crisis Communication and Race 16 Effective Public Relations in Racially Charged Crises: Not Black or White 335 Brooke Fisher Liu 17 Public Relations and Reputation Management in a Crisis Situation: How Denny’s Restaurants Reinvigorated the Firm’s Corporate Identity 359 Ali M. Kanso, Steven R. Levitt, and Richard Alan Nelson Part V Technology and Crisis Communication 379 18 New Media for Crisis Communication: Opportunities for Technical Translation, Dialogue, and Stakeholder Responses 381 Keri K. Stephens and Patty Malone 19 Organizational and Media Use of Technology During Fraud Crises 396 Christopher Caldiero, Maureen Taylor, and Lia Ungureanu 20 Organizational Use of New Communication Technology in Product Recall Crises 410 Maureen Taylor Part VI Global Crisis Communication 423 21 Crisis Communication, Complexity, and the Cartoon Affair: A Case Study 425 Finn Frandsen and Winni Johansen 22 Crisis Communication and Terrorist Attacks: Framing a Response to the 2004 Madrid Bombings and 2005 London Bombings 449 María José Canel and Karen Sanders 23 Negotiating Global Citizenship: Mattel’s 2007 Recall Crisis 467 Patricia A. Curtin 24 Celebrating Expulsions? Crisis Communication in the Swedish Migration Board 489 Orla Vigsø Part VII Theory Development 509 25 Crisis Communicators in Change: From Plans to Improvisations 511 Jesper Falkheimer and Mats Heide 26 Contingency Theory of Strategic Conflict Management: Directions for the Practice of Crisis Communication from a Decade of Theory Development, Discovery, and Dialogue 527 Augustine Pang, Yan Jin, and Glen T. Cameron 27 Crisis-Adaptive Public Information: A Model for Reliability in Chaos 550 Suzanne Horsley viii Contents 28 Communicating Before a Crisis: An Exploration of Bolstering, CSR, and Inoculation Practices 568 Shelley Wigley and Michael Pfau 29 Who Suffers? The Effect of Injured Party on Attributions of Crisis Responsibility 591 Sun-A Park and María E. Len-Ríos 30 The Dialectics of Organizational Crisis Management 607 Charles Conrad, Jane Stuart Baker, Chris Cudahy, and Jennifer Willyard 31 Exploring Crisis from a Receiver Perspective: Understanding Stakeholder Reactions During Crisis Events 635 Tomasz A. Fediuk, W. Timothy Coombs, and Isabel C. Botero 32 Credibility Seeking through an Interorganizational Alliance: Instigating the Fen-Phen Confrontation Crisis 657 Timothy L. Sellnow, Shari R. Veil, and Renae A. Streifel Part VIII Future Research Directions 675 33 Future Directions of Crisis Communication Research: Emotions in Crisis – The Next Frontier 677 Yan Jin and Augustine Pang 34 Complexity and Crises: A New Paradigm 683 Dawn R. Gilpin and Priscilla Murphy 35 Considering the Future of Crisis Communication Research: Understanding the Opportunities Inherent to Crisis Events through the Discourse of Renewal 691 Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger 36 Toward a Holistic Organizational Approach
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