Crisis communications management on digital platforms

John Deveney

Journal of Brand Strategy, 2018, vol. 7, issue 2, 163-172

Abstract: Trust, loyalty and brand image are challenging and precious commodities for companies to earn. A controversy, crisis or misunderstanding played out in public can cripple an organisation. Managing a crisis is not easy, and the way a crisis is handled can make or break a company’s reputation. Companies that are proactive in crisis management — that train a crisis management team and develop response plans before they are ever needed — are more likely to minimise damage and maintain good standing. By following certain pre-crisis, mid-crisis and post-crisis recommendations, organisations can take back control of the conversation surrounding their brands and navigate the crisis more effectively. This paper discusses how a company must be ready to respond to crises.

Keywords: crisis management; reputation management; digital crisis communications; social media crisis; brand; cyber hacking; fake news; shared media channels; owned media channels; earned media channels; media; weather and climate disasters (search for similar items in EconPapers)
JEL-codes: M3 (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jbs000:y:2018:v:7:i:2:p:163-172

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