Crisis Communication A Stakeholder Approach

This timely book explores crises as an inevitable part of modern society, which causes ramifications not only for organisations, but also for a diverse range of stakeholders. Addressing the need for organisations to be guided by a stakeholder-oriented app

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Martin N. Ndlela

Crisis Communication

Martin N. Ndlela

Crisis Communication A Stakeholder Approach

Martin N. Ndlela Inland School of Business and Social Sciences Inland Norway University of Applied Sciences Elverum, Norway

ISBN 978-3-319-97255-8    ISBN 978-3-319-97256-5 (eBook) https://doi.org/10.1007/978-3-319-97256-5 Library of Congress Control Number: 2018950483 © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer International Publishing AG, part of Springer Nature 2019 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Cover illustration: © Harvey Loake This Palgrave Pivot imprint is published by the registered company Springer Nature Switzerland AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland

Contents

1 Introduction   1 In the Era of Crisis   1 Defining Organizational Crisis   4 Characteristics of Organizational Crisis   5 Crisis Typologies   6 Crisis Management: A Strategic Process   8 Crisis Communication   9 Stakeholder Approach to Crisis Management  12 Conclusion  13 References  13 2 Stakeholder Approaches in Crisis Management  15 Introduction  15 Stakeholder Theories and Crisis Management  16 Stakeholder Management Process  19 Stakeholder Management Model  20 Stakeholder Mapping  21 Identifying Stakeholders  22 Analysing Stakeholders  24 Planning Stakeholder Communications  25 Engaging Stakeholders  26 Criteria for Stakeholder Mapping  26 Primary and Secondary Stakeholders  26 Internal and External Stakeholders  28 v

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Contents

Organizational Linkage Model  28 Stakeholder Influence and the Matrix Model  29 Situational Theory of Publics  31 Mapping Stakeholders by Attitude  32 Stakeholder Communication Plans  33 Conclusion  34 References  34 3 A Stakeholder Approach to Issues Management  37 Why a Stakeholder A