Crisis, crisis communication, reputation, and rhetoric

Rhetorical and Critical Approaches to Public Relations II: Second Edition

Volumn , Issue , 2009, Pages 237-252

  Coombs, W Timothy ^a  

^a EASTERN ILLINOIS UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84917421677     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780203874929     Document Type: Chapter

References (49)

1. Arpan, L. M., & Pompper, D. (2003). Stormy weather: Testing "stealing thunder" as a crisis communication strategy to improve communication flow between organizations and journalists. Public Relations Review, 29(3), 291-308.
2. Arpan, L. M., & Roskos-Ewoldsen, D. R. (2005). Stealing thunder: An analysis of the effects of proactive disclosure of crisis information. Public Relations Review, 31(3), 425-433.
3. Barton, L. (2001). Crisis in organizations II (2nd ed.). Cincinnati, OH: College Divisions South-Western.
4. Benoit, W. L. (1995). Accounts, excuses, and apologies: A theory of image restoration. Albany: State University of New York Press.
5. Benoit, W. L. (1997). Hugh Grant's image restoration discourse: An actor apologizes. Communication Quarterly, 45, 251-267.
6. Benoit, W. L. (1999). Clinton in the Starr chamber. American Communication Journal. Retrieved August 15, 2007 from http://www.acjournal.org/holdings/vol2/Iss2/editorials/benoit/index.html
7. Benoit, W. L., & Brinson, S. (1994). AT&T: Apologies are not enough. Communication Quarterly, 42, 75-88.
8. Benoit, W. L., & Brinson, S. L. (1999). Queen Elizabeth's image repair discourse:Insensitive royal or compassionate Queen? Public Relations Review, 25, 145-156.
9. Benoit, W. L., & Czerwinski, A. (1997). A critical analysis of USAir's image repair discourse. Business Communication Quarterly, 60, 38-57.
10. Benoit, W. L., & McHale, J. (1999). "Just the facts, ma'am": Starr's image repair discourse viewed in 20/20. Communication Quarterly, 47, 265-280.
11. Benson, J. A. (1988). Crisis revisited: An analysis of strategies used by Tylenol in the second tampering episode. Central States Speech Journal, 39, 49-66.
12. Brummett, B. (1980). Towards a theory of silence as a political strategy. Quarterly Journal of Speech, 66, 289-303.
13. Bryant, D. (1953). Rhetoric: Its functions and its scope. In D. Ehninger (Ed.), Contemporary rhetoric: A coursebook (pp. 15-38). Glenview, IL: Scott, Foresman.
14. Bryson, J. M. (2004). What to do when stakeholders matter: Stakeholder identification analysis techniques. Public Management Review, 6, 21-53.
15. Carmeli, A., & Tishler, A. (2005) Perceived organizational reputation and organizational performance: An empirical investigation of industrial enterprises. Corporate Reputation Review, 8(1), 13-30.
16. Clampitt, P. G. (1991). Communicating for managerial effectiveness. Newbury Park, CA: Sage.
17. Coombs, W. T. (1995). Choosing the right words: The development of guidelines for the selection of the "appropriate" crisis response strategies. Management Communication Quarterly, 8, 447-476.
18. Coombs, W. T. (1998). An analytic framework for crisis situations: Better responses from a better understanding of the situation. Journal of Public Relations Research, 10, 177-191.
19. Coombs, W. T. (1999). Information and compassion in crisis responses: A test of their effects. Journal of Public Relations Research, 11, 125-142.
20. Coombs, W. T. (2004a). A theoretical frame for post-crisis communication: Situational crisis communication theory. In M. J. Martinko (Ed.), Attribution theory in the organizational sciences: Theoretical and empirical contributions (pp. 275-296). Greenwich, CT: Information Age Publishing.
21. Coombs, W. T. (2004b). Impact of past crises on current crisis communications: Insights from situational crisis communication theory. Journal of Business Communication, 41, 265-289.
22. Coombs, W. T. (2006). The protective powers of crisis response strategies: Managing reputational assets during a crisis. Journal of Promotion Management, 12, 241-259.
23. Coombs, W. T. (2007a). Ongoing crisis communication: Planning, managing, and responding (2nd ed.). Los Angeles: Sage.
24. Coombs, W. T. (2007b). Protecting organization reputations during a crisis: The development and application of situational crisis communication theory. Corporate Reputation Review, 10, 163-176.
25. Coombs, W. T., & Holladay, S. J. (1996). Communication and attributions in a crisis:An experimental study of crisis communication. Journal of Public Relations Research, 8(4), 279-295.
26. Coombs, W. T., & Holladay, S. J. (2001). An extended examination of the crisis situation:A fusion of the relational management and symbolic approaches. Journal of Public Relations Research, 13, 321-340.
27. Coombs, W. T., & Holladay, S. J. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly, 16, 165-186.
28. Coombs, W. T., & Holladay, S. J. (2004). Reasoned action in crisis communication: An Attribution Theory-based approach to crisis management. In D. P. Millar & R. L. Heath (Eds.), Responding to crisis: A rhetorical approach to crisis communication (pp. 95-115). Mahwah, NJ: Lawrence Erlbaum.
29. Davies, G., Chun, R., da Silva, R. V., & Roper, S. (2003). Corporate reputation and competitiveness. New York: Routledge.
30. Dilenschneider, R. L. (2000). The corporate communications bible: Everything you need to know to become a public relations expert. Beverly Hills, CA: New Millennium.
31. Dionisopolous, G. N., & Vibbert, S. L. (1988). CBS vs Mobil Oil: Charges of creative bookkeeping. In H. R. Ryan (Ed.), Oratorical encounters: Selected studies and sources of 20th century political accusation and apologies (pp. 214-252). Westport, CT: Greenwood.
32. Hearit, K. M. (1994). Apologies and public relations crises at Chrysler, Toshiba, and Volvo. Public Relations Review, 20, 113-125.
33. Hearit, K. M. (1995a). "Mistakes were made": Organizations, apologia, and crises of social legitimacy. Communication Studies, 46, 1-17.
34. Hearit, K. M. (1995b). From "we didn't do it" to "it's not our fault": The use of apologia in public relations crises. In W. N. Elwood (Ed.), Public relations inquiry as rhetorical criticism: Case studies of corporate discourse and social influence. Westport, CT: Praeger.
35. Hearit, K. M. (1996, Fall). The use of counter-attack in apologetic public relations crises: The case of General Motors vs. Dateline NBC. Public Relations Review, 22(3), 233-248.
36. Hearit, K. M. (2001). Corporate apologia: When an organization speaks in defense of itself. In R. L. Heath (Ed.), Handbook of public relations (pp. 501-511). Thousand Oaks, CA: Sage.
37. Hearit, K. M. (2006). Crisis management by apology: Corporate response to allegations of wrongdoing. Mahwah, NJ: Lawrence Erlbaum.
38. Heath, R. L., & Coombs, W. T. (2006). Today's public relations: An introduction. Thousand Oaks, CA: Sage.
39. Hobbs, J. D. (1995). Treachery by any other name: A case study of the Toshiba public relations crisis. Management Communication Quarterly, 8, 323-346.
40. Ice, R. (1991). Corporate publics and rhetorical strategies: The case of Union Carbide's Bhopal crisis. Management Communication Quarterly, 4, 341-362.
41. Ihlen, O. (2002). Defending the Mercedes A-class: Combining and changing crisis response strategies. Journal of Public Relations Research, 14, 185-206.
42. McCroskey, J. C. (1997). An introduction to rhetorical communication (7th ed.). Boston: Allyn & Bacon.
43. Newman, R. (n.d.). It's a jungle out there. Retrieved July 31, 2007 from: http://www. usanetwork.com/series/monk/theshow/music/music.html
44. Rindova, V., & Fombrun, C. (1999). Constructing competitive advantage: The role of firm-constituent interactions. Strategic Management Journal, 20, 691-710.
45. Simons, H. (1986). Persuasion: Understanding, practice, and analysis (2nd ed.). New York: Random House.
46. Sturges, D. L. (1994). Communicating through crisis: A strategy for organizational survival. Management Communication Quarterly, 7(3), 297-316.
47. Ulmer, R. R. (2001). Effective crisis management through established stakeholder relationships. Management Communication Quarterly, 14, 590-615.
48. Ulmer, R. R., Sellnow, T. L., & Seeger, M. W. (2006). Effective crisis communication:Moving from crisis to opportunity. Thousand Oaks, CA: Sage.
49. Wartick, S. (1992) The relationship between intense media exposure and change in corporate reputation. Business & Society, 31, 33-49.