A Discussion on Digital Media & Communication Trends
There are many different types of crisis communication theories: image restoration, diffusion, decision, apologia, and excellence theory. All of the theories discuss ways that organizations can and should handle crisis communication situations. The one area that seemed lacking from all of them but one, was corporate social responsibility.
Corporate social responsibility is a driving force in today’s working environment. How companies help the communities they live in, the industries they work in and their employees is critical. Most theories on crisis communication focus on how to minimize corporate impact. Although an important part of crisis communication, it is not the full picture. For this reason my preferred theory is Excellence Theory. Excellence Theory provides tiered models and descriptions so that companies can understand the evolution of crisis communication as well as current best practice standards.
What model does your organization use? As a communicator, how have you tried to achieve the Two-Way Symmetric Model in your organization?
*Fearn-Banks. K. (2011). Crisis communication: A case book approach. Routledge, NY.
Excellence Theory & The Evolution of Crisis Communication is part 2 of a 12 part series.To read Part 1 click here.