LibGuides: COM620: Module 4 Resources

Lesson 4 Required Resources

Textbook

Effective Crisis Communication: Moving from Crisis to Opportunity

Ulmer, R.R., Sellnow, T.L., & Seeger, M. (2023). Effective crisis communication: Moving from crisis to opportunity (5th ed.). Sage College Publishing.

Read:

Chapters 11 and 12.
Crisis events are a reality of business, and professional communicators must become adept at forecasting situations that will significantly impact their organizations. Ulmer et al (2023) provide insight into the definition and impact of various crises, the subsequent impact on the organization and its stakeholders, and the need to develop effective leadership.

Your course textbook can be accessed via the DART eBook link in the Getting Started module.

Optional/Supplemental Resources

Crisis Communications Management
Wheeler, A. (2019). Crisis communications management. Emerald Group Publishing.
Review the full book. It will be of greatest benefit during Module #3 and #4.
Extending Discourse of Renewal to Preparedness: Construct and Scale Development of Readiness for Renewal
Fuller, R. P., Ulmer, R. R., McNatt, A., & Ruiz, J. B. (2019). Extending Discourse of Renewal to Preparedness: Construct and Scale Development of Readiness for Renewal. Management Communication Quarterly, 33(2), 272–301.
Abstract: “This study developed the construct of readiness for renewal in organizations and evaluated its underlying psychometric properties. We drew on Discourse of Renewal theory to develop, pilot, and refine a scale through three studies with full-time employees whose organizations recently experienced crises. Study 1 established a two-factor structure that included ethical communication and effective organizational rhetoric. Using confirmatory factor analysis in Study 2, we replicated the two-factor solution. Because of a high correlation between factors, we modified the model to include a higher order factor predicting the two lower order factors. Study 3 translated the questionnaire and replicated findings from Study 2 with full-time employees in Mexico. The resulting 15-item instrument in English and Spanish can be used by researchers and practitioners interested in assessing precrisis readiness through the Discourse of Renewal.”
Operational Crisis Communication Management: A Content Analysis of FIFA’s Communication During Covid-19
Manoli, A. E., & Anagnostou, M. (2023). Operational crisis communication management: a content analysis of FIFA’s communication during Covid-19. Sport Management Review, 26(2), 293–314.
Abstract: “Despite the high number of crises encountered within sport, crisis communication management in sport remains understudied. Operational crisis communication in particular can be considered an uncharted territory, regardless of its potential significant effects on sport organisations' reputation. In this study we explore the themes used in FIFA's communication during the Covid-19 pandemic, to understand how operational organisational crisis communication was managed by football's leading sport organisation in this unprecedented climate. Content analysis is conducted in all FIFA's press releases and Twitter messages related to Covid-19 from March 5th to July 3rd 2020, in order for insights to be offered to the content and meaning of FIFA's operational crisis communication, their attempts to emphasise the organisation's positive traits and actions, and the links built with managing and improving the organisation's reputation. The analysis of the themes used indicates that proactive planning of crisis communication management had been conducted, while lessons from previous handling of crises appear to have been learned. By outlining the crisis communication strategy adopted by FIFA, we offer insights to the unexplored area of operational crisis communication in sports, while presenting a roadmap for operational crisis communication management for other sport organisations and future studies exploring the topic. The study highlights the main themes used by FIFA, focusing on positive traits of the organisation. FIFA's crisis communication management deviates from pre-prescribed recommendations. A roadmap for operational crisis communication management for sport organisations is offered” (Maoli, et al., 2023).
Cities Under Fire: Crisis Communication on Home Front Versus Frontline Cities’ Facebook Pages During Operation “Guardian of the Walls.”
Yavetz, G., & Bronstein, J. (2023). Cities under fire: Crisis communication on home front versus frontline cities’ Facebook pages during operation “guardian of the walls.” Journal of Contingencies & Crisis Management, 31(3), 421–430. 
Abstract: “Social media has been widely adopted by local governments during emergencies and crises and its role as a communication platform has been discussed in various studies on natural hazards, pandemics and terror attacks. However, research in the field has not addressed how municipalities use social media to communicate valuable information during armed conflicts and military operations. The current study examined the ways five major cities in Israel used their Facebook pages to connect to their residents during operation ‘Guardian of the Walls' in 2021. We examined the social media usage and the strategies of these cities during the 12 days of the operation. The findings revealed significant differences between cities that are considered as home front versus frontline regions regarding content type and information dissemination strategies. Additionally, differences regarding content types in terms of sentiment and overall rates of engagement were also identified. These findings highlight the need to further investigate local municipalities' usage of social media during armed conflicts concerning the civil population” (Yavetz & Bronstein, 2023).