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Past Meets Present: Examining The Interplay Between CSR History and Crisis Communication Strategies

Potor, Liviu (2024) Past Meets Present: Examining The Interplay Between CSR History and Crisis Communication Strategies.

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Abstract:Stakeholders are becoming increasingly critical of organisations’ CSR efforts. During times of crisis¸ organisational CSR history shapes stakeholders’ opinion of the organisation, but the relationship between crisis management strategies and CSR history is an understudied topic. The objective of this qualitative experimental study is to determine the interrelatedness between organisational CSR history and crisis management strategies. The insights deduced from this study aim to assist crisis managers to make more effective decisions in their future crisis management endeavours. Corporate communication professionals were interviewed (n = 12) to determine their approach to four fictive crisis scenarios. It was determined that CSR history is most effectively used when the organisation had a favourable background and no control over the occurrence of the crisis. In any other case, using the organisation’s CSR history in the crisis communication strategy might raise scepticism in stakeholders who will begin to question the organisation’s genuine commitment to CSR efforts. Crisis managers should consider the type of crisis at hand and the organisation’s background before deciding on a crisis management strategy. In some cases, communication can only fix so much before it becomes redundant. In those cases, the root cause of the problem is internal and/ or operational.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies BSc (56615)
Link to this item:https://purl.utwente.nl/essays/100599
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