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- Creators: Barrett, The Honors College
- Creators: Bovio, Sonia
Description
A guide to implementing empathy in crisis communications
ContributorsLong, Mary Louise (Author) / Schmidtke, Lisa (Thesis director) / Bovio, Sonia (Committee member) / Department of Marketing (Contributor) / Walter Cronkite School of Journalism and Mass Comm (Contributor, Contributor) / Barrett, The Honors College (Contributor)
Created2021-05
Description
Self-inflicted online crises arise when a company releases materials, such as advertisements or products, that are offensive to stakeholders and consequently cause a negative reaction across online communities. This thesis examines how companies have tried to restore their image after a self-inflicted crisis arose that spoke to a lack of cultural sensitivity and understanding within the organization. Models of crisis communication were analyzed to determine that a crisis has trigger events that can be detected and prevented against. Research on diversity in the workplace and the benefits of fostering a culturally sensitive and aware workplace environment was also analyzed. Finally, image restoration strategies were examined to comprehend how companies use messaging to mitigate crises. From there, three case studies were conducted on three separate self-inflicted online crises that arose from an apparent lack of culturally sensitivity and understanding within an organization, each instance occurring within the past two years. This study then provided an analysis of the background, description, online reaction and company response to each: the PepsiCo advertisement featuring Kendall Jenner, the Gucci sweater appearing to resemble blackface and the Tarte Cosmetics Shape Tape Foundation launch. Image restoration strategies were then identified and analyzed for each case study. Metrics were determined for each case by looking at the reach of posts on social media and also by using Google Trends and Meltwater to discover the extent of media engagement during the length of each crisis. The events explored in each case study all demonstrated an oversight in the pre-crisis stage of each of the organizations, emphasizing the necessity of detection in crisis management planning as a tactic to actively identify potential threats before a triggering event can occur.
ContributorsRichards, Olivia Kathryn (Author) / Gilpin, Dawn (Thesis director) / Bovio, Sonia (Committee member) / Walter Cronkite School of Journalism & Mass Comm (Contributor, Contributor) / Barrett, The Honors College (Contributor)
Created2019-05
Description
This case study is an analysis about the crisis communication tactics that were taken by Futbol Club Barcelona on September 20th and October 1st in regards to the events related to the Catalan Independence Referendum. This paper will analyze the Attribution Theory and what factors to consider when choosing a crisis response strategy. The case study will also analyze the events that took place leading up to and the day the vote took place in Barcelona. It is important to note that this analysis will be done from a general soccer fan’s point of view.
I will begin with a literature review that covers the different crisis communication theories and approaches that fall under the Attribution Theory. I will then discuss the background behind the crisis I am analyzing. This section will include history about the Catalan Independence Movement, the relationship between Futbol Club Barcelona and Catalan Nationalism, and FC Barcelona relationship and involvement with the Independence Referendum. Lastly, I will analyze FC Barcelona’s crisis communication methods and how it was received by the public surrounding the events that took place on and before October 1st 2017.
I will begin with a literature review that covers the different crisis communication theories and approaches that fall under the Attribution Theory. I will then discuss the background behind the crisis I am analyzing. This section will include history about the Catalan Independence Movement, the relationship between Futbol Club Barcelona and Catalan Nationalism, and FC Barcelona relationship and involvement with the Independence Referendum. Lastly, I will analyze FC Barcelona’s crisis communication methods and how it was received by the public surrounding the events that took place on and before October 1st 2017.
ContributorsMeraz, Alana Celeste (Author) / Kassing, Jeffrey (Thesis director) / Bagnato, Andrew (Committee member) / School of Community Resources and Development (Contributor) / Department of Marketing (Contributor) / Dean, W.P. Carey School of Business (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05
Description
On March 12, 2020, The Walt Disney Company announced that its U.S. Disney Parks, Disneyland and Walt Disney World, would close because of COVID-19. This study aims to determine how park annual passholders and frequent guests of the U.S. Disney Parks reacted to COVID-19 related news from The Walt Disney Company and if it impacts their decision to visit the parks. To determine this, five focus groups were conducted with annual passholders and frequent guests of the U.S. Disney Parks. Their social media habits, relationship with The Walt Disney Company, and reactions to COVID-19 related news was discussed. The results showed that while annual passholders and frequent guests may get their information from third party accounts, face confusion on some topics, and have reservations about COVID-19 during park reopenings, they still trust The Walt Disney Company and are eager to enter the parks again.
ContributorsHoldaway, Emily (Author) / Gilpin, Dawn (Thesis director) / Bovio, Sonia (Committee member) / School of Politics and Global Studies (Contributor) / Walter Cronkite School of Journalism & Mass Comm (Contributor, Contributor) / Barrett, The Honors College (Contributor)
Created2020-12