Journal
CORPORATE REPUTATION REVIEW
Volume 10, Issue 3, Pages 163-176Publisher
PALGRAVE MACMILLAN LTD
DOI: 10.1057/palgrave.crr.1550049
Keywords
crisis communication; crisis management; reputation
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Crisis managers benefit from understanding how crisis communication can be used to protect reputational assets during a crisis. Situational Crisis Communication Theory (SCCT) offers a framework for understanding this dynamic. SCCT provides a mechanism for anticipating how stakeholders will react to a crisis in terms of the reputational threat posed by the crisis. Moreover, SCCT projects how people will react to the crisis response strategies used to manage the crisis. From its empirical research emerges a set of evidence-based crisis communication guidelines. The development of SCCT is discussed along with the presentation of its guidelines for crisis communication.
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