Crisis Communications Management on the Web: How Internet-Based Technologies are Changing the Way Public Relations Professionals Handle Business Crises

11 Pages Posted: 7 Aug 2008

See all articles by Alfonso González-Herrero

Alfonso González-Herrero

affiliation not provided to SSRN

Suzanne Smith

affiliation not provided to SSRN

Abstract

This article analyses how Internet-based technologies can help companies to: monitor their business environment online in search of potentially conflictive issues that need to be managed (issues management); to prepare a crisis communications plan that considers the Internet side of today's business landscape (crisis communications planning); to respond adequately to crises should they arise by using all available online tools (crisis response); and to establish appropriate Internet-based actions once the crisis dies down (post-crisis). The article also questions whether the traditional one-way corporate approach and tone is still suitable in the new, more participative, online business environment, or whether companies should use a different tone, language, and attitude when engaging with their audiences on the Internet in a crisis situation.

Suggested Citation

González-Herrero, Alfonso and Smith, Suzanne, Crisis Communications Management on the Web: How Internet-Based Technologies are Changing the Way Public Relations Professionals Handle Business Crises. Journal of Contingencies and Crisis Management, Vol. 16, Issue 3, pp. 143-153, September 2008, Available at SSRN: https://ssrn.com/abstract=1209231 or http://dx.doi.org/10.1111/j.1468-5973.2008.00543.x

Alfonso González-Herrero (Contact Author)

affiliation not provided to SSRN

No Address Available

Suzanne Smith

affiliation not provided to SSRN

No Address Available

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