crisis from the stakeholder’s view – developing a model how stakeholders look for information...
TRANSCRIPT
Crisis from the stakeholder’s view – developing a model
How stakeholders look for information
Barbara Ryan
Crisis management
Could we learn from disaster behaviour?
1. Receiving an alert2. Believing the alert is credible/confirming the threat3. Personalising the threat.4. Determining whether protective action is needed5. Determining whether protective action is feasible6. Deciding what action to take and taking action.
(Mileti 1999; Mileti & O’Brien, 1992)
Pinpointing info seeking
• What was the alert source?
• Where did people then go for more information?
• What was their most often used source?
• What was the most helpful source?
A possible model?
How is it useful?
Crisis type might influence the sequence, channels and sources.
We should be able to predict:• where stakeholders will look and• what they will be looking for
• …But using evidence as a base
References• Coombs, WT & Holladay, SJ 2005, 'An exploratory study of stakeholder
emotions: affect and crisis', Research on emotion in organizations, vol. 1, pp. 263-380.
• McDonald, LM 2005, 'Impact of communicated company accounts during various crises on consumer emptions, attitudes and behavioural intentions', Griffith University.
• McDonald, LM & Cokley, J 2013, 'Prepare for anger, look for love: A ready reckoner for crisis scenario planners', PRism, vol. 10, no. 1, pp. 1-11.
• McDonald, LM, Sparks, B & Glendon, AI 2010, 'Stakeholder reactions to company crisis communication and causes', Public Relations Review, vol. 36, no. 3, pp. 263-71.
• Mileti, DS 1999, Disasters by Design: A reassessment of natural hazards in the United States, Joseph Henry Press, Washington DC.
• Mileti, DS & O'Brien, PW 1992, 'Warnings during disaster: normalizing communicated risk', Social Problems, vol. 39, no. 1, p. 13.
• Savolainen, R 2008, 'Source preferences in the context of seeking problem-specific information', Information Processing & Management, vol. 44, no. 1, pp. 274-93.