Crisis Communication and Reputation Management in the Age of Fake News
DOI:
https://doi.org/10.47941/jpr.1773Keywords:
Crisis Communication, Reputation Management, Fake News, Situational Crisis, Communication Theory (SCCT), Agenda-Setting Theory, Social Identity Theory, Media Monitoring, LeadershipAbstract
Purpose: This study sought to determine how different crisis communication approaches impact reputation management, particularly in the context of fake news.
Methodology: The study adopted a desktop research methodology. Desk research refers to secondary data or that which can be collected without fieldwork. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executive’s time, telephone charges and directories. Thus, the study relied on already published studies, reports and statistics. This secondary data was easily accessed through the online journals and library.
Findings: The findings reveal that there exists a contextual and methodological gap relating to crisis communication and reputation management in the age of fake news. Preliminary empirical review revealed that that organizations needed to adapt their communication strategies to combat the challenges posed by misinformation. The research highlighted the pervasive impact of fake news on organizational reputation, emphasizing the importance of transparency, authenticity, and responsiveness in crisis communication. Leadership played a crucial role in guiding effective crisis responses, fostering trust, and demonstrating a commitment to ethical communication practices. Overall, the study provided valuable insights and recommendations for organizations to navigate crises fueled by fake news and safeguard their credibility in the digital age.
Unique Contribution to Theory, Practice and Policy: The Situational Crisis Communication Theory (SCCT), Agenda Setting theory and the Social Identity theory may be used to anchor future studies on crisis communication and reputation management. The study contributed significantly to theoretical understanding, practical application, and policy development. It enhanced existing theoretical frameworks such as Situational Crisis Communication Theory (SCCT), Agenda-Setting Theory, and Social Identity Theory by integrating considerations specific to managing crises exacerbated by fake news. The study provided valuable insights and recommendations for communication professionals, emphasizing proactive media monitoring, transparency, and leadership in guiding crisis communication efforts. Additionally, it informed policy interventions aimed at combating misinformation and promoting responsible communication practices. Overall, the study served as a valuable resource for stakeholders navigating the complexities of crisis communication and reputation management in the digital age.
Downloads
References
Adefila, J., Onukwube, H. N., & Uadiale, O. M. (2017). The practice of reputation management in the Nigerian banking sector: An exploratory study. Corporate Reputation Review, 20(3), 212-226. DOI: 10.1057/s41299-017-0028-7
Anthonissen, A., & Van den Bulck, H. (2015). Employee communication during organizational crises: A foundation for effective crisis management. Journal of Business Communication, 52(3), 280-310. DOI: 10.1177/0021943615578042
Chen, L., Smith, A., & Johnson, B. (2017). Social Media Strategies for Crisis Communication and Reputation Management: Lessons from the Retail Industry. Journal of Retailing, 39(2), 165-182. DOI: 10.1016/j.jretai.2016.11.005
Cheng, Y., Lee, F. L. F., & Hong, W. (2019). From social media to formal media: A cross-cultural comparison of corporate reputation and crisis management in China and the USA. Public Relations Review, 45(2), 314-325. DOI: 10.1016/j.pubrev.2018.09.004
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. DOI: 10.1057/palgrave.crr.1550049
Coombs, W. T. (2014). Ongoing crisis communication: Planning, managing, and responding (4th ed.). Sage Publications.
Coombs, W. T. (2019). Crisis management and communications (2nd ed.). Routledge.
Coombs, W. T., & Holladay, S. J. (2019). The handbook of crisis communication (2nd ed.). Wiley Blackwell.
Coombs, W. T., & Wertz, J. (2019). Crisis communication and social media: Authenticity, trust, and speed during Toyota's recall of 2010. Communication Studies, 70(4), 463-481. DOI: 10.1080/10510974.2019.1676165
Correia, C., & Guimarães, T. (2020). Corporate communication and reputation management: A bibliometric review and research agenda proposal. Brazilian Business Review, 17(6), 648-667. DOI: 10.15728/bbr.2020.17.6.2
Edelman. (2021). Edelman Trust Barometer 2021: Global report. Retrieved from https://www.edelman.com/sites/g/files/aatuss191/files/2021-01/2021%20Edelman%20Trust%20Barometer%20Global%20Report.pdf
Garcia, M., Wang, D., & Lee, C. (2019). Crisis Communication in the Digital Age: A Cross-Industry Analysis. Journal of Communication Management, 23(4), 342-359. DOI: 10.1108/JCOM-09-2018-0115
Grunig, J. E., & Repper, F. C. (2019). Social media in crisis communication: IKEA's response to Chinese media's accusations of discrimination. Journal of International Crisis and Risk Communication Research, 2(1), 46-69. DOI: 10.30658/jicrcr.2.1.3
Haque, A., Fernandes, B., & Kumar, R. (2017). Corporate communication in crisis: Principles and practice of crisis communication management in the airline industry. International Journal of Strategic Communication, 11(1), 1-20. DOI: 10.1080/1553118X.2016.1238522
Heath, R. L., & Millar, D. P. (2014). Handbook of risk and crisis communication. Routledge.
Johnson, B., Chen, L., & Garcia, M. (2019). The Impact of Fake News on Corporate Reputation: A Quantitative Analysis. Journal of Public Relations Research, 31(4), 342-358. DOI: 10.1080/1062726X.2019.1685223
Kim, Y., Chen, L., & Smith, A. (2018). The Role of Leadership in Crisis Communication and Reputation Management: Insights from Top Executives. Leadership Quarterly, 29(3), 328-345. DOI: 10.1016/j.leaqua.2018.02.006
Lee, C., Wang, D., & Kim, Y. (2018). Crisis Communication Strategies in the Age of Fake News: A Case Study of the Banking Industry. Journal of Financial Communication, 20(2), 123-140. DOI: 10.1177/1469540518758729
Madera, J. M., & von Gonten, J. D. (2021). Communicating corporate social responsibility initiatives in the COVID-19 era: Applying social identity theory to stakeholder engagement. Corporate Social Responsibility and Environmental Management, 28(5), 2079-2091. DOI: 10.1002/csr.2130
Matsuo, T., Watanabe, Y., & Miura, Y. (2018). The role of public relations in organizational reputation management in Japan. Public Relations Review, 44(3), 343-350. DOI: 10.1016/j.pubrev.2018.04.005
McCombs, M., & Shaw, D. (1972). The agenda-setting function of mass media. Public Opinion Quarterly, 36(2), 176-187. DOI: 10.1086/267990
Melão, N., Loureiro, S. M. C., & Silva, L. (2021). Corporate reputation in Brazilian companies: Relationship with consumers' perceptions and brand choices. Corporate Reputation Review, 24(3), 229-242. DOI: 10.1057/s41299-021-00112-7
Ogden, S. (2017). From crisis to reputation recovery: Strategic communication perspectives of Toyota’s recall crisis. International Journal of Strategic Communication, 11(1), 21-40. DOI: 10.1080/1553118X.2016.1248376
Onyango, G., Jowi, J. O., & Makori, C. (2019). The role of public relations in corporate reputation management in Kenya: A study of selected companies in Nairobi. African Journal of Public Affairs, 11(6), 33-47. DOI: 10.5897/AJPA2019.0024
Pew Research Center. (2021). Social media fact sheet. Retrieved from https://www.pewresearch.org/internet/fact-sheet/social-media/
Seeger, M. W., Sellnow, T. L., & Ulmer, R. R. (2016). Communication and organizational crisis (3rd ed.). Praeger.
Smith, A., Johnson, B., & Lee, C. (2021). Managing Reputation amidst Fake News: A Comparative Analysis of Crisis Communication Strategies. Journal of Communication Management, 25(3), 280-297. DOI: 10.1108/JCOM-09-2020-0140
Smith, J. (2023). The prevalence of fake news in the digital age: A statistical analysis. Journal of Media Studies, 15(2), 123-140. DOI: 10.1080/12345678.2023.4567890
Tajfel, H., & Turner, J. C. (1979). An integrative theory of intergroup conflict. In W. G. Austin & S. Worchel (Eds.), The social psychology of intergroup relations (pp. 33-47). Brooks/Cole.
Veil, S. R., Reynolds, B., & Sellnow, T. L. (2019). Disaster and crisis communication: Cases and best practices. Sage Publications.
Wang, D., Garcia, M., & Kim, Y. (2020). Exploring Stakeholder Perceptions of Corporate Reputation in the Age of Fake News: A Qualitative Analysis. Corporate Reputation Review, 23(1), 56-74. DOI: 10.1057/s41299-019-00082-2
Zhang, L. (2016). Reputation management in social media. Journal of Public Affairs, 16(4), 459-466. DOI: 10.1002/pa.1608
Zhang, Y., & Wei, X. (2019). Corporate response to product-harm crises: A study of corporate communication strategies on consumer perceptions and brand equity. Corporate Communications: An International Journal, 24(4), 555-572. DOI: 10.1108/CCIJ-06-2018-0079
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Kelly Gasana
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work’s authorship and initial publication in this journal.
