Higher Education Comment Card Case Studies for Organizational Communication Case studies offer students the opportunity to explore critical incidents and develop effective strategies for resolution. Featuring the exclusive, real-life case studies of top communication scholars, Case Studies for Organizational Communication:
What makes this story so compelling is the social media aspect of both the crisis itself and the strategy for managing the crisis. Public relations practitioners and other communication executives are struggling to craft messages and maintain control of the flow of messages within this dynamic landscape.
Nowhere is this dynamic between organizations and their publics more apparent than on video sharing sites, such as YouTube, that encourage citizens and bloggers to be the co-producers of messages.
This can have enormous positive or negative impacts for organizations involved in crisis management, including but not limited to the inability of boundary spanners to monitor the vastness of this space; malicious users who might create a crisis; and the leveraging capabilities of this platform to enhance a brand during a crisis.
Bob Garfielda writer for Ad Age Blogs, recounts in an online article how this incident began. The duo created five videos in total, one of which showed an individual sticking mozzarella cheese up his nose and then blowing the cheese on a sandwich, among other unsanitary and stomach-turning activities.
An estimated 1 million people viewed these videos before they were pulled two days later. During the first 24 hours, Tim McIntyre, Vice President of Corporate Communications, surveyed the situation and determined that the videos were not a hoax. McIntyre collaborated with the consumer watchdog organization GoodAsYou.
Page and from an academic perspective as the framework for analysis. Research The Arthur W.
Page Society is a professional organization for executives in the public relations and communication industries. These principles are similar to the 10 best crisis communication practices Seeger generated, based on the work of communication scholars and expert practitioners: Given the nature of crises, these practices will unfold and evolve differently within each situation.
Taking a situational approach to crisis communication, Coombs offers the Situational Crisis Communication Theory as an explanation for how organizations select a crisis response strategy. Essentially, a crisis triggers attributions of responsibility to the organization from stakeholders, along three dimensions: Based on stakeholder attributions, an organization will respond communicatively by cycling through a four step process: Ideally, the strategy chosen will be aligned with the best practices and principles articulated above and will follow the four step process.
Strategies and Execution This first Page principle—Tell the truth—begs a series of questions about whose truth needs to be told and about what in particular.
In crisis situations, multiple truths or social constructions of the event s are vying for attention simultaneously: That they do not represent this brand. Unfortunately, a consequence of following the principles and best practices was that a 24 hour lag occurred.
A second challenge in telling the truth in the digital age hinges on additional questions Roberts, Where in cyber and virtual spaces does an organization tell the truth and with what social medium or platform? There is a big difference, however, between how emerging social media are used for marketing and how they work in a serious crisis situation.
Companies that fail to integrate their marketing efforts with their online crisis response plans before a crisis hits are letting their antagonists have free reign. According to McIntyre, prior to this event, [the crisis team had a social media plan] already in place.Importance of Communication in an Organization Effective Communication is significant for managers in the organizations so as to perform the basic functions of management, i.e., Planning, Organizing, Leading and Controlling.
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Video: Business Case Study: Organizational Communication at FedEx In any company, communication is key. In times of strategic change that will affect both employees and customers, very careful, considered communication can be the difference between success and failure with all stakeholder groups.
Case Study. Title: Role of Effective Communication in An Organization Case Brief Workplace dispute, because of internal promotion that took place due to the. a case study analysis of organizational communication effectiveness between user-managers and information service department personnel by jimmy wayne spence, b.b.a., m.b.a.