Protecting Organization Reputations During a Crisis¶
Coombs, W. T. (2007). Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory. Corporate Reputation Review, 10(3), 163-176.
Cited by¶
2 citations across 2 artifacts.
Each citation links to the sentence it supports in the citing article.
Domain-specific¶
- Reputation Management
- Coombs's Situational Crisis Communication Theory is a well-developed special case: crisis type — victim, accidental, or intentional — fixes the initial attribution of responsibility, which crisis history and an unfavorable prior relationship reputation then increase; managers match proportionate response strategies to the attributed responsibility those three inputs yield, not to the inputs taken as co-equal criteria
This sourceCoombs's development of SCCT, in which crisis type - the victim, accidental and intentional clusters - sets initial crisis responsibility while crisis history and an unfavourable prior relational reputation intensify it, with response strategies matched to the resulting threat; attributed responsibility is the variable those inputs produce rather than a separate input. Coombs's explicit ordering: crisis managers must first use communication to address victims' physical and psychological concerns, and only then turn to reputational assets.
SupportedVerified against the source
- Coombs's Situational Crisis Communication Theory is a well-developed special case: crisis type — victim, accidental, or intentional — fixes the initial attribution of responsibility, which crisis history and an unfavorable prior relationship reputation then increase; managers match proportionate response strategies to the attributed responsibility those three inputs yield, not to the inputs taken as co-equal criteria
Mechanisms¶
- Trust Stabilization Message
- The response is shaped to the crisis type
This sourcePresents SCCT as an established crisis-communication framework that matches response strategies to crisis type and responsibility attribution.
- The response is shaped to the crisis type
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