Purpose The purpose of this paper is to explore the relationship between organizations and their PR firms during crisis situations. It contributes to the field by identifying the role of communication consultants in contemporary organizational crises, tasks they are entrusted by their clients, as well as providing their perspective on current crisis communication practice and its future development. Design/methodology/approach The research is based on 13 semi-structured in-depth interviews with two groups of senior staff in 11 Croatian PR agencies: CEOs, directors, managing partners and senior consultants, all in charge of their clients’ crisis communication projects. Findings The research results suggest that PR firms define crisis differently than their clients, who tend to consider every risk a crisis, which causes a significantly broadened scope of work for their PR firms. The findings also suggest crises to be periods when new PR firm–client relations are often established and caution PR firms to balance between openly expressing their opinion when unfavorable for their clients and providing the best advice possible to achieve a sustainable business model with the clients that they consult. Originality/value This research provides rare insight into crisis communication consulting practice, especially consultant–client relations during crises. Methodologically, it includes a representative group of senior communication practitioners acting as consultants and can provide the management of PR firms and scholars valuable insight into the current and future trends of the crisis communication field in Croatia.
The findings of relevant research conducted in European countries, as well as diverse eminent authors of books and handbooks on public relations and reputable communications experts have pointed out the problem of the tainted reputation of public relations. It is precisely these attitudes that were the reason for conducting the research "Perception of the identity, image and reputation of public relations", whose goal was to learn how various groups of people -PR experts, communications students, and adults who do not deal with public relations -perceive the stated profession. The paper presents the key findings and conclusions of the research, providing detailed insight into this issue.
The historical development of PR in Croatia has not been systematically researched.
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