Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory

Author: Coombs, W Timothy

Source: Corporate Reputation Review, Volume 10, Number 3, 2007 , pp. 163-176(14)

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Abstract:

Crisis managers benefit from understanding how crisis communication can be used to protect reputational assets during a crisis. Situational Crisis Communication Theory (SCCT) offers a framework for understanding this dynamic. SCCT provides a mechanism for anticipating how stakeholders will react to a crisis in terms of the reputational threat posed by the crisis. Moreover, SCCT projects how people will react to the crisis response strategies used to manage the crisis. From its empirical research emerges a set of evidence-based crisis communication guidelines. The development of SCCT is discussed along with the presentation of its guidelines for crisis communication.Corporate Reputation Review (2007) 10, 163-176. doi:10.1057/palgrave.crr.1550049

Document Type: Research article

DOI: http://dx.doi.org/10.1057/palgrave.crr.1550049

Affiliations: 1: 1Department of Communication Studies, Eastern Illinois University, Charleston, IL, USA

Publication date: 2007-01-01