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Organizational Crisis Communication
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Organizational Crisis Communication
A Multivocal Approach

First Edition


October 2016 | 280 pages | SAGE Publications Ltd
When a crisis breaks out, it’s not always just the organization that reacts - the news media, customers, employees, trade associations, politicians, activist groups, and PR experts may also respond.


This book offers a new and original perspective on crisis communication based on the theory of the Rhetorical Arena and the so-called multivocal approach.  According to this approach, we gain a more dynamic and complex understanding of organizational crises if we focus not only on the communication produced by the organization but also take into account the many other voices who start communicating when a crisis breaks out.

It provides:

  • An in-depth overview of the five key dimensions of organizational crises, crisis management and crisis communication
  • A comprehensive introduction to the theory of the Rhetorical Arena and the multivocal approach to crisis communication, including some of the most important voices inside the arena
  • A series of important international case studies and case examples in each chapter.

Suitable for students studying crisis communication modules on corporate communication, public relations, and management and organization studies courses.

 
General Introduction
 
PART I: KEY DIMENSIONS OF ORGANIZATIONAL CRISES, CRISIS MANAGEMENT AND CRISIS COMMUNICATION
 
Chapter 1: Living in a Crisis Society
 
Chapter 2: What Is a Crisis? Definitions and Typologies
 
Chapter 3: Crisis Management (I) General Perspectives: From Anticipation to Resilience
 
Chapter 4: Crisis Management (II): Staged Approaches - Before, During, and After Crisis
 
Chapter 5: Crisis Communication (I): Rhetorical and Text-oriented Approaches
 
Chapter 6. Crisis Communication (II): Strategic and Context-oriented Approaches
 
Chapter 7: Crisis Communication Across Cultures
 
PART II: INSIDE THE RHETORICAL ARENA
 
Chapter 8: The Rhetorical Arena: A New Theoretical Framework
 
Chapter 9: Consumers and Citizens: Emotions and Social Media
 
Chapter 10: News Media: Mediatization and Crisis Journalism
 
Chapter 11: Intermediaries: Trade Associations
 
Chapter 12: Managers and Employees: Inside the Organization
 
Epilogue: The Future of Organizational Crisis Communication: Agendas for Research, Education, and Practice

Finn Frandsen

Finn Frandsen (mag. art., Aarhus University) is Professor of Corporate Communication and Director of Center for Corporate Communication at the Department of Business Communication, Aarhus School of Business and Social Sciences (Aarhus BSS), Aarhus University (Denmark).  His research interests include crisis management and crisis communication, environmental communication, public communication, stakeholder theory, and the institutionalization of strategic communication in private and public organizations. Together with Winni Johansen, he is the originator of Rhetorical Arena Theory and the multivocal approach to crisis communication. ... More About Author

Winni Johansen

Winni Johansen (PhD, Aarhus School of Business) is Professor of Corporate Communication and Director of the Executive Master’s Program in Corporate Communication at the Department of Business Communication, Aarhus School of Business and Social Sciences (Aarhus BSS), Aarhus University (Denmark).  Her research interests include crisis management and crisis communication, environmental communication, public communication, social media, and the institutionalization of strategic communication in private and public organizations. Together with Finn Frandsen, she is the originator of Rhetorical Arena Theory and the multivocal approach to... More About Author

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