Preview

EFFECTIVE CRISIS MANAGEMENT THROUGH ESTABLISHED STAKEHOLDER RELATIONSHIPS

Better Essays
Open Document
Open Document
8373 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
EFFECTIVE CRISIS MANAGEMENT THROUGH ESTABLISHED STAKEHOLDER RELATIONSHIPS
Management Communication Quarterly http://mcq.sagepub.com/ Effective Crisis Management through Established Stakeholder Relationships : Malden Mills as a Case
Study
Robert R. Ulmer
Management Communication Quarterly 2001 14: 590
DOI: 10.1177/0893318901144003
The online version of this article can be found at: http://mcq.sagepub.com/content/14/4/590 Published by: http://www.sagepublications.com Additional services and information for Management Communication Quarterly can be found at:
Email Alerts: http://mcq.sagepub.com/cgi/alerts
Subscriptions: http://mcq.sagepub.com/subscriptions
Reprints: http://www.sagepub.com/journalsReprints.nav
Permissions: http://www.sagepub.com/journalsPermissions.nav
Citations: http://mcq.sagepub.com/content/14/4/590.refs.html

Downloaded from mcq.sagepub.com at SAGE Publications on February 10, 2011

“This article emphasizes the important relationship between precrisis stakeholder relationships and

EFFECTIVE CRISIS
MANAGEMENT
THROUGH
ESTABLISHED
STAKEHOLDER
RELATIONSHIPS
Malden Mills as a Case Study

postcrisis responses. MAY 2001
MANAGEMENT COMMUNICATION QUARTERLY /
Ulmer / EFFECTIVE CRISIS MANAGEMENT

”

ROBERT R. ULMER
University of Arkansas at Little Rock

AUTHOR’S NOTE: This article is based on the author’s doctoral dissertation titled Ethical Responses to Organizational Crisis: Lessons From Three Successful Cases, directed by Matthew W. Seeger. A version of this article was presented at the 2000 National Communication Conference in Seattle, Washington. The author would like to thank Ted
Zorn and three anonymous reviewers for their helpful
Management Communication Quarterly, Vol. 14, No. 4, May 2001 590-615
© 2001 Sage Publications, Inc.
590

Downloaded from mcq.sagepub.com at SAGE Publications on February 10, 2011

Ulmer / EFFECTIVE CRISIS MANAGEMENT

591

This article investigates the postcrisis communication of Aaron
Feuerstein, chief executive officer of


Citations: http://mcq.sagepub.com/content/14/4/590.refs.html Downloaded from mcq.sagepub.com at SAGE Publications on February 10, 2011 590 Downloaded from mcq.sagepub.com at SAGE Publications on February 10, 2011 n December 11, 1995, Malden Mills, a textile manufacturing plant located in Lawrence, Massachusetts, erupted into flames injuring 36 workers has sought to provide a greater understanding of the role of communication in both the onset of and recovery from a crisis. Seeger, Sellnow, and Ulmer (1998) define crisis as “a specific, unexpected examines the development of crises over stages (Fink, 1986; Downloaded from mcq.sagepub.com at SAGE Publications on February 10, 2011 Turner, 1976), crisis planning (Gonzalez-Herrero & Pratt, 1995; Newsom, Turk, & Kruckeberg, 2000), crisis decision making (Gouran, Hirokawa, & Martz, 1986; Williams & Olaniran, 1994), and the communication strategies available to organizations in the aftermath of a crisis (Allen & Caillouet, 1994; Benoit, 1995; Coombs, 1995; Hearit, 1995) link precrisis and postcrisis communication (Coombs, 1999b; Gonzalez-Herrero & Pratt, 1996; Heath, 1997; Pauchant & Mitroff, 1992; Seeger & Bolz, 1996; Seeger, Sellnow, & Ulmer, 2001; Sturges, 1994).
Continue Reading
View Writing Issues

You May Also Find These Documents Helpful

  • Better Essays

    Communiation Crisis Paper
    • 1456 Words
    • 6 Pages

    Communiation Crisis Paper

    References: Zoeteman, B. J., Kersten, W. C., Vos, W. F., de Voort, L, & Ale, M (2010). Communication management during risk evens and crises in a globalized world: Predictability of domestic media attention for calamities, Journal of risk research, 13 (3), 279-30. Doi: 10, 1080/13669870902955427…

    • 1456 Words
    • 6 Pages
    Better Essays
    Read More
  • Better Essays

    Communication and Crisis
    • 1022 Words
    • 5 Pages

    Communication and Crisis

    References: Berstein, J. (1960). Beernstein Crisis Management, Inc. Retrieved Nov. 24, 2012, from The 10 Steps of Crisis Communication: http:// www.bernsteincrisismanagement.com…

    • 1022 Words
    • 5 Pages
    Better Essays
    Read More
  • Good Essays

    Crisis Paper
    • 1102 Words
    • 5 Pages

    Crisis Paper

    The differences in the communication process when it comes down to trying to communicate in a crisis situation is the process and planning as you would in a regular…

    • 1102 Words
    • 5 Pages
    Good Essays
    Read More
  • Powerful Essays

    Seven Dimensions of Crisis Communication Management
    • 2273 Words
    • 10 Pages

    Seven Dimensions of Crisis Communication Management

    Helping management understand the impact of inappropriate or poorly thought out crisis response is one of the most important strategic services the public relations practitioner can provide. To have a strategic discussion requires a tool that has value without insulting the executive's intelligence, has impact without belaboring the obvious, inspires action without over-simplifying, and illustrates options and choices without teaching unnecessary, ill-advised lessons in public relations.…

    • 2273 Words
    • 10 Pages
    Powerful Essays
    Read More
  • Satisfactory Essays

    communication and crisis
    • 298 Words
    • 3 Pages

    communication and crisis

    The paper focuses on essential communication in the community crisis situation described in the provided scenario.…

    • 298 Words
    • 3 Pages
    Satisfactory Essays
    Read More
  • Better Essays

    Hcs/320 Communication And Crisis Research Paper
    • 1681 Words
    • 7 Pages

    Hcs/320 Communication And Crisis Research Paper

    This gives our organization a major advantage. We have the ability to spread and collect information quickly and on a grand scale. Information needs to be disseminated as fast and efficiently as possible. The challenges associated with communications is the coordination of all efforts. According to Athena du Pre, lack of communication can lead to duplicated efforts, costly (and sometimes life-threatening) delays, frustration, and wasted time (Du Pre, A., 2003). During crisis events delays and wasted time can cost lives. This means that our team must keep in constant communication with other organizations to prevent overlapping…

    • 1681 Words
    • 7 Pages
    Better Essays
    Read More
  • Best Essays

    Lesson from Toyota Case
    • 1550 Words
    • 7 Pages

    Lesson from Toyota Case

    Heller, V. L., & Darling, J. R. (2012). Anatomy of crisis management: lessons from the infamous Toyota Case. European Business Review, 24(2), pp. 151-168.…

    • 1550 Words
    • 7 Pages
    Best Essays
    Read More
  • Satisfactory Essays

    Theories And Models Of Crisis Response
    • 214 Words
    • 1 Page

    Theories And Models Of Crisis Response

    The purpose of this paper will provide and examine three theories and models utilized in crisis response. These theories and or models will serve as informative guideline lines for the purpose of treatment for victims and or survivors of trauma and crisis. It will further explore the most appropriate and effective crisis theory and crisis interventions for counseling individual(s) who have experienced or are experiencing crisis, trauma, or disaster. Similarly, crisis interventions that are found within these theories are ecostemyic crisis, situational and existential commonly used as guide for more effective approach. Moreover; the most resonated theories for me, are the following based personal experiences…

    • 214 Words
    • 1 Page
    Satisfactory Essays
    Read More
  • Better Essays

    Leadership in Crisis
    • 1148 Words
    • 5 Pages

    Leadership in Crisis

    1. In what context should the Endurance expedition be analyzed? As a scientific endeavor? An entrepreneurial venture? An exercise in imperial opportunity? By what criteria should the expedition be evaluated? Given your answer to the preceding question, was it a success or a failure?…

    • 1148 Words
    • 5 Pages
    Better Essays
    Read More
  • Best Essays

    Crisis Communication Plan
    • 3153 Words
    • 13 Pages

    Crisis Communication Plan

    10. Bernstein Crisis Management, INC. (1996) Know Thineself: The Role of the Vulnerability Audit in Crisis Prevention Available at: http://www.bernsteincrisismanagement.com/docs/the_role_of_the_vulnerability_audit_in_crisis_prevention.html…

    • 3153 Words
    • 13 Pages
    Best Essays
    Read More
  • Good Essays

    Communication And Crisis Paper
    • 882 Words
    • 3 Pages

    Communication And Crisis Paper

    Potential advantages and challenges associated with communicating within the organization and with the public and private sectors during this crisis situation. First on the agenda is to acquire the use of the Barkers Group. This particular organization has offered training to come in and help us deal with “crisis communication training and media crisis training”. The Barkers Group will teach us how to respond to television and radio criticism. We will become familiar with what to say, and most importantly what not to say. There will be questions we are not prepared to answer. We will learn how to avoid these types of situations so we won’t make matters worse. Crisis situation we are aware that every circumstance is fragile. We must be able to convey knowledge about the crisis and be able to communicate through a crisis. The Barkers Group will help us in the areas typed in the memo. A challenge that may occur is making sure the reports about the water are kept at a level of assurance and the matter is being handled. As the director of the regional Emergency Management Office the last thing I want to do is cause a panic. I am willing to give adequate information that satisfies the public and the media. My team will be doing research into finding out why and getting knowledge as to why and how our water supply was contaminated.…

    • 882 Words
    • 3 Pages
    Good Essays
    Read More
  • Best Essays

    Moral Philosophy
    • 2991 Words
    • 12 Pages

    Moral Philosophy

    Homosexuality is a contemporary moral issue in modern America. It is also a controversial one. Homosexuality simply defined is the situation wherein an individual prefers to have sexual relations with members of the individual’s own sex. Homosexuality applies to male and female, and the acts considered homosexual are not delimited to sexual intercourse alone. Homosexuality is controversial in contemporary politics. Specifically, liberal politicians are of the view that homosexuals should be allowed to get married, especially since their homosexuality is a natural situation. Conservatives on the other hand are more inclined to believe that homosexuality is chosen by the individual and should be discouraged.…

    • 2991 Words
    • 12 Pages
    Best Essays
    Read More
  • Powerful Essays

    Challenges of dealing with social media
    • 661 Words
    • 3 Pages

    Challenges of dealing with social media

    A) Lack of communication or not the right communication during a crisis can worsen the situation. People generally do not panic when they are informed. To reduce internal /external panic and tension, it is important to provide the right information, when the people need it. When it comes to social media, it is important to be aware of its potentially damaging elements, in addition to learning how to utilize it as efficiently and effectively as possible. Some of these challenges include:…

    • 661 Words
    • 3 Pages
    Powerful Essays
    Read More
  • Best Essays

    Fonterra Case Study
    • 2451 Words
    • 5 Pages

    Fonterra Case Study

    D 'Eon, J. (2013). Respond quickly when crisis strikes. Bottom Line, 29(11), 11-11,15. Retrieved from http://search.proquest.com/docview/1442712195?accountid=13380…

    • 2451 Words
    • 5 Pages
    Best Essays
    Read More
  • Good Essays

    Shc 31 1.1 1.2 Essay Example
    • 326 Words
    • 2 Pages

    Shc 31 1.1 1.2 Essay Example

    Communication can also provide reassurance and comfort, it can help to diffuse situations, and it is also used to offer encouragement.…

    • 326 Words
    • 2 Pages
    Good Essays
    Read More

Related Topics