Managing intractability: Wrestling with wicked problems and seeing beyond consensus in public relations

Capizzo, Luke

doi:10.1016/j.pubrev.2022.102263

Cited by 9 publications

(7 citation statements)

References 204 publications

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“…While denying or reframing the crisis is a strategy that is not always positively received by followers and appears to have a negative impact long-term, although it is often consistently practiced and predictable when examining the individual or their brand or an act of "brand standing" (Capizzo, 2019;Garrett, 2011). This is consistent with the Benoit (1995) differentiation strategy.…”

Section: Denialmentioning

confidence: 69%

“Survival and Salvation:” Religious Situational Crisis Communication Strategies

Perreault,

Crawford

2024

Preprint

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Religious crisis communication stretches back across history with crisis communication reflected in large-scale moments tied to institutions, for example, through the Inquisition and the Catholic Counter-Reformation and through responses from American Muslim communities following the terrorist attacks on September 11, 2001. Prior research has reflected on the value of viewing organizational crisis communication through the lens of situational crisis communication theory, and indeed it would seem the most relevant framework to employ for such research given that religious organizations respond to crisis in a similar manner to other types of organizations. This chapter provides a discussion of religion and crisis communication into three broad categories, admitting failure, using a moderated response, and reinforcing dominant narratives, which roughly correlate with situational crisis communication theory's (SCCT) rebuild, diminish, and deny strategies. Application of SCCT and observations of public reception are vital in crisis communication strategies both online and in more internal settings with parishioners, donors, and followers.

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Section: Denialmentioning

confidence: 69%

“Survival and Salvation:” Religious Situational Crisis Communication Strategies

Perreault,

Crawford

2024

Preprint

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“…However, as with the company’s public positions on racial justice (e.g., Ciszek and Logan, 2018), Ben and Jerry’s environmental protection perspective takes the more polarizing positions of promoting equity and climate justice (Murphy, 2016). Thus, while a CSR approach often emphasizes stances that achieve consensus (Taylor, 2013), social desirability, avoidance of controversy (Capizzo, 2022; 2023), and de-escalation of conflict, CSA approaches (e.g., Capizzo, 2020; Dodd and Supa, 2014; Heffron and Dodd, 2021) center stances even where consensus fails (e.g., Capizzo and Sommerfeldt, 2021; Ciszek, 2016; Ciszek and Logan, 2018; Davidson, 2016). CSA approaches create more space to consider advocacy, dissensus, and barriers to community engagement alongside corporate responsibility (Dempsey, 2010).…”

Section: Comparing and Defining The Conceptsmentioning

confidence: 99%

“…Arendt (1963) warns us about the potential consequences of the banality—of ignoring the potential consequences of our actions as part of bureaucratic systems. Raising issues increases conflict, but provides opportunities to discuss and address challenges (e.g., Capizzo, 2023; Davidson, 2016). Organizations must not shy away from the difficult, potentially polarized conversations of ESG communication, but see them as tools to listen to stakeholders and work toward more ethical and equitable outcomes.…”

Section: Ethical Standards For Environmental Social and Governance Co...mentioning

confidence: 99%

“…It also helps them to take a more longitudinal focus to risk and issues management, rather than a short-term reputational or crisis-oriented perspective (Coombs and Holladay, 2018; Heath and McComas, 2014). Polemical agonism (Capizzo, 2023; Roberts-Miller, 2002), reflects the prioritization of agonistic engagement among groups—facilitating shared perspectives and reflectiveness—rather than an agonism grounded in competing persuasive narratives. Such facilitated deliberation within organizations, and among organizations and their communities and stakeholders, helps to create paths toward inclusive and equitable decision-making.…”

Section: Ethical Standards For Environmental Social and Governance Co...mentioning

confidence: 99%

“…Arendt (1963) warns us about the potential consequences of the banality-of ignoring the potential consequences of our actions as part of bureaucratic systems. Raising issues increases conflict, but provides opportunities to discuss and address challenges (e.g., Capizzo, 2023;Davidson, 2016).…”

Section: Strategies For Achieving Equitymentioning

confidence: 99%

See 2 more Smart Citations

Responsibility, sustainability, or environmental justice? Strategic communication and evolving expectations for stewardship and citizenship

Capizzo,

Luisi

2024

Public Relations Inquiry

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This conceptual paper analyzes the definitions and the explicit and implicit relationships among Environmental, Social, and Corporate Governance (ESG), Corporate Social Responsibility (CSR), and environmental justice. We explore their roles in public relations theory and practice. Furthermore, we suggest a path for articulating justice and equity more explicitly for future ESG communication. This synthesis leads to defining six equity strategies for ESG communication: Clarity, conflict, reflectiveness, community empowerment, and collaborative, justice-oriented outcomes.

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