AT&amp;T: “Apologies are not enough”

Benoit, William L.; Brinson, Susan L.

doi:10.1080/01463379409369915

Cited by 150 publications

(65 citation statements)

References 6 publications

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“…Table 1.1 lists and defines the IRT strategies. IRT has been applied to a vast array of crises, including corporations (Benoit 1995;Benoit & Brinson 1994;Benoit & Czerwinski 1997), celebrities (Benoit 1997), and politics (Benoit & McHale 1999). The primary communicative recommendations to emerge from IRT have been an emphasis on apology and accepting responsibility for crises (Benoit & Pang 2008).…”

Section: Image Restoration Theory/image Repair Theorymentioning

confidence: 99%

Parameters for Crisis Communication

Coombs

2010

The Handbook of Crisis Communication

322

312

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Organizations frequently find themselves in situations we would define as a crisis. Consider but a few examples: Union Carbide's devastating chemical release in Bhopal; Carrefour suffering from protests at its stores in China because of French attacks on the Olympic torch relay; customers experiencing E. coli at Taco Bell; rumors about designer Tommy Hilfiger's racist comments; Tyco executives stealing millions from the company; and Oxfam claiming Starbucks did not support coffee growers by opposing the branding of certain African coffees. We must accept that no organization is immune from a crisis anywhere in the world even if that organization is vigilant and actively seeks to prevent crises.The reality of crises leads to the need for preparation and readiness to respond -crisis management. The critical component in crisis management is communication. Over the past decade, there has been a massive increase in crisis communication research. As the field of crisis communication develops, it is important to develop parameters for that growth. This chapter and the Handbook of Crisis Communication are steps towards articulating the parameters and utility of crisis communication. The focus in this book is the research used to advance our understanding of communication's role in the crisis management process. To properly set the stage for this collection, it is important to define key terms in crisis management and overview key research on the central theme of crisis communication. By examining these fundamental elements, the parameters of crisis communication begin to emerge. Key Definitions for CrisisBecause of the diversity of crisis research, it is important to present definitions of key crisis terms early to help set boundaries. The key terms for the Handbook include crisis, crisis management, and crisis communication. The three are inextricably interconnected and must be considered in a progression from crisis to

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Section: Image Restoration Theory/image Repair Theorymentioning

confidence: 99%

Parameters for Crisis Communication

Coombs

2010

The Handbook of Crisis Communication

322

312

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“…Approaches that focus on rhetoric draw on classic definitions and theories of argumentation in order to demonstrate how particular features and forms of discourse are used in relation to a variety of organizational practices. For example, several studies examine the way symbolic and rhetorical devices are used to communicate corporate image and strategy as well as to shift blame and distance the organization from a problem (Barton, 1993;Benoit & Brinson, 1994;Campbell et al, 1998;Coombs, 1995;Grant, 1999;Keenoy & Anthony, 1992). Other studies have looked at rhetorical devices, such as argumentation in relation to decision-making and bargaining and negotiation (Hamilton, 1997;Putnam, 2004;Putnam & Jones, 1982;Putnam et al, 1990;Roloff et al, 1989).…”

Section: Discourses and Organizingmentioning

confidence: 99%

Introduction: Organizational Discourse: Exploring the Field

Grant¹,

Hardy²,

Oswick³

et al. 2004

The SAGE Handbook of Organizational Discourse

167

163

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“…Although many theorists focus primarily on individuals, Benoit and Brinson (1994) believe that organizations must maintain an image as well. Because image is such a central concept to the field of public relations, firms and organizations may take both preventive and restorative approaches to image problems (Heath and Nelson, 1986).…”

Section: To Understand Image Restoration We Must Define What Damagesmentioning

confidence: 99%

“…Since the early 1990's, according to Benoit and Brinson (1994), organizations "have become more aware of their responsibility for contributing to society in economic, social, environmental and political ways" (p. 76). More than a decade ago, Brody (1991) stated "Organizations are being held to new standards of accountability."…”

mentioning

confidence: 99%

Image Restoration Theory: An Empirical Study of Corporate Apology Tactics Employed By The U.S. Air Force Academy

Roberts¹

2006

PsycEXTRA Dataset

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AT&T: “Apologies are not enough”

Cited by 150 publications

References 6 publications

Parameters for Crisis Communication

Parameters for Crisis Communication

Introduction: Organizational Discourse: Exploring the Field

Image Restoration Theory: An Empirical Study of Corporate Apology Tactics Employed By The U.S. Air Force Academy

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