How to Communicate Effectively During Operational and Reputation Crises

When planning and preparing, crisis managers need to think about both operational and reputational crises. Operational crises are traditional crises and reflect the early definitions of organizational crises that included the key characteristic of operational disruption or potential operational disruption. Operational crises threaten to reduce an organization’s ability to generate revenues. Industrial and transportation accidents […]

Why FIFA was so Slow to Adopt an Effective Crisis Response

For most organizations, a crisis involving misconduct by managers, what we commonly call a scandal, is a problematic situation. A scandal is the worst type of crisis from a management perspective because it causes the most damage to important organizational assets such as reputation and stock prices. Scandals are so damaging because it is clear […]

Timothy Coombs

Crisis Management and Communications (Updated September 2014)

This is an updated version of Crisis Management and Communications by Dr. W. Timothy Coombs. The original version can be found here. Download Accompanying Infographics: IPR-Crisis-Preparation-Best-Practics-Coombs and IPR-Crisis-Media-Training-Best-Practices-Coombs Introduction It was important to update the crisis communication entry for two reasons. One, there has been a significant amount of new research since the original entry was created. This […]

Timothy Coombs

State of Crisis Communication: Evidence and the Bleeding Edge

Dr. W. Timothy Coombs of the University of Central Florida provides guidance for crisis communicators by describing what researchers have found to be the most effective crisis communication practices, including contemporary concerns such as the role played by social media.

How Theory Informs Practice: Situational Crisis Communication Theory

(View full-length video) Dr. W. Timothy Coombs, Nicholson School of Communication, University of Central Florida, 2013 IPR Pathfinder Award winner November 21, 2013 Comparing effective vs. ineffective crisis communication, Dr. Coombs explains the relationship between practice, theory and research. PDF: How Theory Informs Practice: Situational Crisis Communication Theory: Coombs Pathfinder 2013

Does What They See Affect How They React

An experiment has been designed to test the effects of photographs on crisis perceptions with the following hypothesis: Participants in the victim photograph (vs. neutral or no visual) condition will attribute greater responsibility, report a lower reputation score, report greater anger, and be more willing to engage in negativie word-of-mouth. The paper elaborates on the […]

New Insights

New Insights In this section I will be posting some of the recent research findings in crisis communication.  The shelf date will be sic months for the new materials.  Eventually, many of the new insights will be added to the original Crisis Communication entry.  The “New Insights” is divided into publications and papers. Publications A […]

Crisis Communication and Social Media

Crisis Communications and Social Media The rapid evolution of new media often results in the practice of public relations getting ahead of research.  The practice of crisis communication is ahead of research in terms of social media.  If you look at training seminars and webinars for crisis communication, social media is emerging as a “hot” […]

Crisis Management and Communications

Introduction Crisis management is a critical organizational function.  Failure can result in serious harm to stakeholders, losses for an organization, or end its very existence.  Public relations practitioners are an integral part of crisis management teams.  So a set of best practices and lessons gleaned from our knowledge of crisis management would be a very […]