Theorizing Crisis Communication

The inevitability of crises is a harsh reality of the world we live in. But while evidence suggests that crises and disasters—from earthquakes and infectious disease pandemics to oil spills and terrorist attacks—are occurring with increasing and alarming frequency, almost all of them can be more effectively managed. Theorizing Crisis Communication presents a comprehensive review and critique of a broad range of theoretical frameworks designed to explain the development, management, and consequences of natural and man–made crises. We know how crises such as the Japanese tsunami/Fukushima nuclear accident, the H1N1 pandemic, Hurricane Katrina, and the Exxon Valdez oil spill create widespread economic, political, and social harm, reduce public trust in institutions, damage the environment, and change basic beliefs, norms, and systems for managing risks. By incorporating the latest theoretical work from organizational studies, sociology, psychology, public relations, and public health, the authors reveal how this vast body of research offers important insights into the similarities, patterns, and relationships across different crises. Theorizing Crisis Communication is an essential tool for a comprehensive understanding of the onset, management, response, resolution, and ultimate meaning of these devastating world events.

Notes on Authors viii 1 Introduction to Crisis Communication Theory 1 Defining Crisis 4 Defining Communication 10 Theory 15 Plan for This Book 21 Conclusion 22 2 Theories of Communication and Crisis Development 25 Assumptions of Stage Models 27 Three–Stage Model 30 Fink’s Four–Stage Cycle 33 Turner’s Six–Stage Sequence of Failure in Foresight 37 Crisis and Emergency Risk Communication 40 Conclusion 45 3 Theories of Communication and Warning 49 Detection of Risks 50 Functional Approaches to Communication and Warning 51 Hear–Confirm–Understand–Decide–Respond Model 57 Protective Action Decision Model 60 Integrated Model of Food Recall 67 Emerging Warning Systems 71 Conclusion 72 4 Theories of Communication and Crisis Outcomes 76 Organizational Learning 77 Sensemaking 83 Organizational Legitimacy 87 Situational Crisis Communication Theory 91 Discourse of Renewal 96 Conclusion 100 5 Theories of Communication and Emergency Response 105 Assumptions of Communication and Emergency Response 107 Chaos Theory and Emergent Self–Organization 108 Theories of Communication and Crisis Coordination 114 Communication and Community Resilience 122 Four–Channel Model of Communication 127 Conclusion 132 6 Theories of Communication and Mediated Crises 138 News Framing Theory 140 Focusing Events 143 Uses and Gratifications Theory 147 Crisis News Diffusion 151 Diffusion of Innovations 154 Conclusion 158 7 Theories of Influence and Crisis Communication 163 Apologia 165 Image Repair 168 Kategoria 172 Dramatism 176 Narrative Theory 181 Conclusion 184 8 Theories of Communication and Risk Management 188 Mindfulness 190 High Reliability Organizations 195 Precautionary Principle 200 Cultural Theory 204 Risk Communication as Argument 208 Conclusion 212 9 Theories of Crisis Communication and Ethics 217 Ethics 218 Crisis Communication as an Ethical Domain 221 Responsible Communication 223 Significant Choice 225 The Ethic of Care 227 Virtue Ethics 229 Justice 230 Applications of Moral Theory to Crisis 232 Conclusion 235 10 Using Theories of Crisis Communication 239 Minimization of Communication in an All–Hazards Approach 240 The Practicality of Theory in Understanding Crisis Communication 242 The Pathway for Inspiring Meaningful Change 243 Successful Connections Linking Theory–Based Research and Practitioners 245 Promising New Lines of Research 250 Persistent Challenges 257 A Final Word 259 Index 263

Timothy L. Sellnow is Professor of Communication and Associate Dean for Graduate Studies in Communication at the University of Kentucky. Dr. Sellnow’s interdisciplinary research on risk and crisis communication appears in an array of refereed journals, handbooks, and edited volumes. He has also co–authored five books on risk and crisis communication. Dr. Sellnow frequently serves as a consultant for Fortune 500 companies in the food industry and government agencies such as the United States Department of Agriculture (USDA) and Department of Homeland Security (DHS) on risk and crisis communication planning. Matthew W. Seeger is Dean of the College of Fine, Performing and Communication Arts and a Professor of Communication at Wayne State University in Detroit. His work on crisis, risk and communication has appeared in over 100 journal articles, book chapters, and conference proceedings. Seeger is the author or co–author of six books on organizational communication ethics and crisis and risk communication. Dr. Seeger also frequently serves as an advisor to the auto industry, manufacturing organizations and government agencies, including the Centers for Disease Control and Prevention (CDC), on topics related to crisis management.

"This is not a handbook for a crisis practitioner, but a rich resource for those interested in the theoretical underpinnings of communication before, during, and after a crisis.  Summing Up.  Recommended.  Upper–division undergraduate, graduate, and research collections.”  ( Choice , 1 September 2013)