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Organizational Crisis Communication: A Multivocal Approach

by Finn Frandsen and Winni Johansen SAGE Publications Ltd
Pub Date:
Pbk 280 pages
AU$113.00 NZ$116.52
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When a crisis breaks out, it's not always just the organization that reacts - the news media, customers, employees, trade associations, politicians, activist groups, and PR experts may also respond. This book offers a new and original perspective on crisis communication based on the theory of the Rhetorical Arena and the so-called multivocal approach.


According to this approach, we gain a more dynamic and complex understanding of organizational crises if we focus not only on the crisis communication produced by the organization in crisis but also take into account the many other voices who start communicating when a crisis breaks out. It provides: An in-depth overview of the five key dimensions of organizational crises, crisis management and crisis communication A comprehensive introduction to the theory of the Rhetorical Arena and the multivocal approach to crisis communication, including some of the most important voices inside the arena A series of important international case studies and case examples in each chapter.

Foreword by W. Timothy Coombs
General Introduction
1: Living in a Crisis Society
2: What Is a Crisis? Definitions and Typologies
3: Crisis Management (I) General Perspectives: From Anticipation to Resilience
4: Crisis Management (II): Staged Approaches: Before, During, and After Crisis
5: Crisis Communication (I): Rhetorical and Text-oriented Approaches
6. Crisis Communication (II): Strategic and Context-oriented Approaches
Chapter 7: The (Inter)Cultural Dimension
Chapter 8: The Rhetorical Arena: A New Theoretical Framework
Chapter 9: Consumers and Citizens: Emotions and Social Media
Chapter 10: News Media: Mediatization and Crisis Journalism
Chapter 11: Intermediaries: Trade Associations
Chapter 12: Managers and Employees: Inside the Organization
Epilogue: The Future of Organizational Crisis Communication: Agendas for Research, Education, and Practice

This is an incredible book and, as reviewers have identified, potentially 'changes the intellectual landscape of the field'. I am an admirer of Frandsen & Johansen's work and in this book they have provided both a historical account of the field of crisis communications from a needed European perspective, and a direction for future research. I shall be recommending this book to students and colleagues.
Finn Frandsen - Aarhus University, Denmark

Winni Johansen - Aarhus University