1,720,999 research outputs found
Crisis communication under transformative change : the emergent context and roles of primary and secondary organisations
No full textIn an era of complex challenges that draw sustained media attention and entangle multiple organisational actors, this thesis addresses the gap between current trends in society and business, and existing scholarship in public relations and crisis communication. By responding to calls from crisis communication researchers to develop theory (Coombs, 2006a), to examine the interdependencies of crises (Seeger, Sellnow, & Ulmer, 1998), and to consider variation in crisis response (Seeger, 2002), this thesis contributes to theory development in crisis communication and public relations. Through transformative change, this thesis extends existing scholarship built on a preservation or conservation logic where public relations is used to maintain stability by incrementally responding to changes in an organisation‘s environment (Cutlip, Center, & Broom, 2006; Everett, 2001; Grunig, 2000; Spicer, 1997). Based on the opportunity to contribute to ongoing theoretical development in the literature, the overall research problem guiding this thesis asks: How does transformative change during crisis influence corporate actors’ communication? This thesis adopts punctuated equilibrium theory, which describes change as alternating between long periods of stability and short periods of revolutionary or transformative change (Gersick, 1991; Romanelli & Tushman, 1994; Siggelkow, 2002; Tushman, Newman, & Romanelli, 1986; Tushman & Romanelli, 1985). As a theory for change, punctuated equilibrium provides an opportunity to examine public relations and transformative change, building on scholarship that is based primarily on incremental change. Further, existing scholarship in public relations and crisis communication focuses on the actions of single organisations in situational or short-term crisis events. Punctuated equilibrium theory enables the study of multiple crises and multiple organisational responses during transformative change. In doing so, punctuated equilibrium theory provides a framework to explain both the context for transformative change and actions or strategies enacted by organisations during transformative change (Tushman, Newman, & Romanelli, 1986; Tushman & Romanelli, 1985; Tushman, Virany, & Romanelli, 1986). The connections between context and action inform the research questions that guide this thesis: RQ1: What symbolic and substantive strategies persist and change as crises develop from situational events to transformative and multiple linked events? RQ2: What features of the crisis context influence changes in symbolic and substantive strategies? To shed light on these research questions, the thesis adopts a qualitative approach guided by process theory and methods to explicate the events, sequences and activities that were essential to change (Pettigrew, 1992; Van de Ven, 1992). Specifically, the thesis draws on an alternative template strategy (Langley, 1999) that provides several alternative interpretations of the same events (Allison, 1971; Allison & Zelikow, 1999). Following Allison (1971) and Allison and Zelikow (1999), this thesis uses three alternative templates of crisis or strategic response typologies to construct three narratives using media articles and organisational documents. The narratives are compared to identify and draw out different patterns of crisis communication strategies that operate within different crisis contexts. The thesis is based on the crisis events that affected three organisations within the pharmaceutical industry for four years. The primary organisation is Merck, as its product recall crisis triggered transformative change affecting, in different ways, the secondary organisations of Pfizer and Novartis. Three narratives are presented based on the crisis or strategic response typologies of Coombs (2006b), Allen and Caillouet (1994), and Oliver (1991). The findings of this thesis reveal different stories about crisis communication under transformative change. By zooming in to a micro perspective (Nicolini, 2009) to focus on the crisis communication and actions of a single organisation and zooming out to a macro perspective (Nicolini, 2009) to consider multiple organisations, new insights about crisis communication, change and the relationships among multiple organisations are revealed at context and action levels. At the context level, each subsequent narrative demonstrates greater connections among multiple corporate actors. By zooming out from Coombs‘ (2006b) focus on single organisations to consider Allen and Caillouet‘s (1994) integration of the web of corporate actors, the thesis demonstrates how corporate actors add accountability pressures to the primary organisation. Next, by zooming further out to the macro perspective by considering Oliver‘s (1991) strategic responses to institutional processes, the thesis reveals a greater range of corporate actors that are caught up in the process of transformative change and accounts for their varying levels of agency over their environment. By zooming in to a micro perspective and out to a macro perspective (Nicolini, 2009) across alternative templates, the thesis sheds light on sequences, events, and actions of primary and secondary organisations. Although the primary organisation remains the focus of sustained media attention across the four-year time frame, the secondary organisations, even when one faced a similar starting situation to the primary organisation, were buffered by the process of transformative change. This understanding of crisis contexts in transforming environments builds on existing knowledge in crisis communication. At the action level, the thesis also reveals different interpretations from each alternative template. Coombs‘ (2006b) narrative shows persistence in the primary organisation‘s crisis or strategic responses over the four-year time frame of the thesis. That is, the primary organisation consistently applies a diminish crisis response. At times, the primary organisation drew on denial responses when corporate actors questioned its legitimacy or actions. To close the crisis, the primary organisation uses a rebuild crisis posture (Coombs, 2006). These finding are replicated in Allen and Caillouet‘s (1994) narrative, noting this template‘s limitation to communication messages only. Oliver‘s (1991) narrative is consistent with Coombs‘ (2006b) but also demonstrated a shift from a strategic response that signals conformity to the environment to one that signals more active resistance to the environment over time. Specifically, the primary organisation‘s initial response demonstrates conformity but these same messages were used some three years later to set new expectations in the environment in order to shape criteria and build acceptance for future organisational decisions. In summary, the findings demonstrate the power of crisis or strategic responses when considered over time and in the context of transformative change. The conclusions of this research contribute to scholarship in the public relations and management literatures. Based on the significance of organisational theory, the primary contribution of the theory relates to the role of interorganisational linkages or legitimacy buffers that form during the punctuation of equilibrium. The network of linkages among the corporate actors are significant also to the crisis communication literature as they form part of the process model of crisis communication under punctuated equilibrium. This model extends existing research that focuses on crisis communication of single organisations to consider the emergent context that incorporates secondary organisations as well as the localised contests of legitimacy and buffers from regulatory authorities. The thesis also provides an empirical base for punctuated equilibrium in public relations and crisis communication, extending Murphy‘s (2000) introduction of the theory to the public relations literature. In doing this, punctuated equilibrium theory reinvigorates theoretical development in crisis communication by extending existing scholarship around incrementalist approaches and demonstrating how public relations works in the context of transformative change. Further research in this area could consider using alternative templates to study transformative change caused by a range of crisis types from natural disasters to product tampering, and to add further insight into the dynamics between primary and secondary organisations. This thesis contributes to practice by providing guidelines for crisis response strategy selection and indicators related to the emergent context for crises under transformative change that will help primary and secondary organisations‘ responses to crises
The mass media at work as a guardian of trust
No full textTrust reduces uncertainty, improves cooperation, promotes efficient transactions, and contributes to positive organisational outcomes. Trust between exchange parties is traditionally monitored by escrows, third party certification and regulatory bodies (Shapiro 1987, Zucker 1986). However, there is little research that focuses on monitoring and guarding trust when two new agents are involved in an exchange and little historical information exists. \ud
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Building on Shapiro’s (1987) notion of ‘guardians of trust’ in agency relationships, this study proposes a model of how mass media serve as guardians of trust in a time of crisis. This model is built around mass mediated exchanges between the Australian federal health minister and the Australian Medical Association president to resolve a policy crisis at a time when both agents were new to their roles and thus brought very little historical information to their exchanges. Through role framing, the study shows how the mass media acted as a guardian of trust and also set expectations for an agent amongst principals. Finally, this paper poses a set of research initiatives based on the model to refine our understanding of the guardianship of trust in social systems
Legitimacy challenged: James Hardie Industries and the asbestos case
No full textInstitutional theory suggests that organisational survival depends not just on material resources and technical information but also on an organisation's perceived legitimacy (Powell & DiMaggio, 1991). Aconferred status, organisational legitimacy is controlled by those outside the organisation and thus relies on the organisation '5 maintaining Q coalition of supportive stakeholders who have\ud
legitimacy-determining power (Pfeffer & Salancik, 1978). Organisational action and communication can build a legitimacy reservoir and defend such a reservoir in times\ud
of crises. This paper explores how the organisational actions and communication strategies of James Hardie Industries, in dealing with claims from past employees and\ud
customers regarding the company's products, have impactedon the organisation's legitimacy. Media reports will be examined using Suchman's (1995) three types of legitimacy-pragmatic, moral, and cognitive-to identify the main focus of organisational action in defending the challenge to its legitimacy. The implications of this challenge for future relationships between the organisation and key stakeholders\ud
will be examined
Trust in a time of crisis : the mass media as a guardian of trust
No full textIf ever a book was timely, this is it. While politicians, business leaders and other public figures work assiduously to establish their trust credentials, there are almost daily reports in 'old' and 'new' media suggesting, or insinuating, a pervasive and deep seated sense of public distrust in both these same individuals and in the institutions that they represent.\ud
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This is a fascinating, accessible and very readable book that explores and interrogates the relationship between media and trust. It begins by examining the decline of trust in key institutions and the relationship between Trust Studies and Media Studies. Fourteen international contributions follow, focusing on a variety of genres and examining a number of media forms. Can we speak of The End of Trust? The book concludes by sketching out three emergent themes before considering the implications for media communication and the potential directions for future research in this Age of Suspicion
Use of inhaled nitric oxide in the treatment of right ventricular myocardial infarction
No full textIn 50% of acute left ventricular inferior-posterior wall myocardial infarction (MI), concomitant right ventricular MI (RVMI) has been reported, with a dramatic increased rate of mortality. We report the case of a woman with RVMI complicated by cardiogenic shock due to dissection of the right coronary artery. She was treated with liquid infusion, epinephrine, milrinone, and an intraaortic balloon pump, but clinical condition decreased. She was then intubated, and prolonged inhalation of nitric oxide (12-15 ppm) was added. Both clinical and hemodynamic parameters slowly improved with decrease of systemic (2513 ± 708 shifted to 1802 ± 369 dynes × s/cm5) and pulmonary vascular resistance (365 ± 183 to 309 ± 80 dynes × s/cm5) and central venous pressure (fell from 13 ± 4 mm Hg to 6 ± 4 mm Hg) and improvement of cardiac index (from 2.2 ± 0.5 to 3 ± 0.3 L/min per square meter). Inhalation of nitric oxide (iNO) withdrawal on day 7 caused a significant rebound pulmonary hypertension with decrease of cardiac output. Inhalation of nitric oxide was then reinstituted until day 8 and was finally gradually withdrawn without major hemodynamic variations. The patient was weaned from the ventilator on day 9 and was stable clinically and hemodynamically
Toward a model of organizational legitimacy in public relations theory and practice
No full textDespite the widespread acceptance of organizational legitimacy as a central concept in management theory, public relations researchers and practitioners have been slow to consider its importance in establishing and maintaining organization-public relationships. This paper outlines the critical position of organizational legitimacy in public relations by tracking its development in organizational studies and demonstrating its importance in building and maintaining the expectations of stakeholders. A model integrating organizational legitimacy and organizational adjustment and adaptation within open systems is proposed, emphasizing the importance of public relations practice in creating and managing the displays of organizational legitimacy.\ud
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Further research in this area is also proposed to test the model’s propositions as well as to investigate the effects of other influences on the model, including organizational lifecycle, organizational monitoring resources, types of legitimacy, and communication channels
Exploring definitional and integrative issues in IMC education
No full textIntegrated marketing communication (IMC) is a major communication development that has influenced practice and education (Gould, Grein, & Lerman, 1999; Kitchen & Schultz, 2003). In the 1990s, advertising and public relations educators were sceptical of IMC’s impact on student knowledge and curriculum design (Gould et al., 1999; Griffin & Pasadeos, 1998). Since that time, although the discipline has advanced, there has been a limited number of IMC studies within education settings. This paper explores how introductory units in an undergraduate IMC major define stakeholders, segmentation, and relationships between disciplines by analysing prescribed texts used as a basis for learning and assessment. Within this localised educational context, results showed a more congruent relationship between IMC and advertising than between IMC and public relations in terms of the definition and segmentation of stakeholders. Further, differences in IMC’s conceptualisation of the nature of its relationships with advertising and public relations were identified. The study recommends educators recognise and discuss these similarities and differences in order to enhance student understanding. Educators could use a range of teaching strategies that depict clear integration practices and involve peers from related disciplines in content development and course design
Making a difference in principal-agent relationships: The role of mass media as producer of trust
No full textIn relationships, trust promotes exchange (Bromiley & Cumming 1995, Tyler & Degoey 1996), reduces uncertainty (Mayer, Davis & Schoorman 1995), improves cooperation (Gilson 2003), and contributes to positive outcomes (Dahlstrom & Nygaard 1995, Gilbert 1998, McEvily, Perrone & Zaheer 2003). Following from recent research that describes the role of mass media as a ‘guardian of trust’ (Patel & Everett 2004), this paper explores mass media’s role in providing information and producing trust in principal-agent relationships. The development of trust between agents and principals is beneficial for both parties (Chiles & McMackin 1996, as cited in Singh & Sirdeshmukh 2000), and acts as a control mechanism to reduce opportunism in these relationships (Beccerra & Gupta 1999, Creed & Miles 1996, Singh & Sirdeshmukh 2000).\ud
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Traditionally, trust is produced at interpersonal and impersonal levels (Bachmann 2003, Shapiro 1987, Zucker 1986). In this paper, we propose that, in a time of crisis when two agents are involved in an exchange and little information exists, mass media act as producer of trust. Building on Zucker’s (1986) trust production concept, this study examines the empirical adequacy of the proposed model through a case study of mass mediated exchanges between the Australian Federal Minister for Health and the Australian Medical Association President to resolve a medical indemnity policy crisis in 2003. The case study documents the extent to which framing of mass mediated exchanges produces trust at process, characteristic, and institutional levels (Zucker 1986)
Accountability through objective setting : an evaluation of program objectives in advertising and marketing communication
No full textThis study examines how advertising practitioners set campaign objectives. Four years of advertising and marketing communication campaign data were analysed from 59 award winning case studies. Difference emphases were found between advertising and marketing communication campaigns with informational and output objectives much more common in marketing communication campaigns, and attitudinal and output objectives being the least common in advertising campaigns. The majority of objectives, particularly in advertising campaigns, failed to meet the important tests of measurability and time specificity, and practitioners frequently included multiple outcomes within one objective, thereby complicating evaluation efforts
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