Crisis communication

Crisis communication is a sub-specialty of the public relations profession that is designed to protect and defend an individual, company, or organization facing a public challenge to its reputation. The communication scholar Timothy Coombs defines crisis as 'the perception of an unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization's performance and generate negative outcomes' and crisis communication as 'the collection, processing, and dissemination of information required to address a crisis situation.' Crisis communication is a sub-specialty of the public relations profession that is designed to protect and defend an individual, company, or organization facing a public challenge to its reputation. The communication scholar Timothy Coombs defines crisis as 'the perception of an unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization's performance and generate negative outcomes' and crisis communication as 'the collection, processing, and dissemination of information required to address a crisis situation.' Meaning can be socially constructed; because of this, the way that the stakeholders of an organization view an event (positively, neutrally, or negatively) is a major contributing factor to whether the event will become a crisis. Additionally, it is important to separate a true crisis situation from an incident. The term crisis “should be reserved for serious events that require careful attention from management.” Crisis management has been defined as 'a set of factors designed to combat crises and to lessen the actual damages inflicted.' Crisis management should not merely be reactionary; it should also consist of preventative measures and preparation in anticipation of potential crises. Effective crisis management has the potential to greatly reduce the amount of damage the organization receives as a result of the crisis, and may even prevent an incident from ever developing into a crisis.