Digital corporate communication and crisis life cycles

Publication Type

Book Chapter

Publication Date

5-2023

Abstract

This chapter argues that digital crisis communication is best studied through the lens of a crisis life cycle. A life cycle provides “an overarching framework” that enables organisations to envision their best options during any stage of the process” (Coombs, 2019, p. 8). While current iterations of life cycles have provided foundational insights, this chapter argues that they may not be sufficient to prepare organisations in the digital age we live in. A Digital Crisis Life Cycle framework - with tactics posited at each phase - is proposed, along with two overarching approaches in corporate communication (i.e. organisational listening and dialogic communication) to help organisations manage the myriad challenges posed by online crises. This framework is applied to a case involving NETS, an electronic payment service provider, to demonstrate how corporations can potentially leverage insights to equip them in digital communication.

Discipline

Business and Corporate Communications | Organizational Communication

Research Areas

Corporate Communication

Publication

Handbook on digital corporate communication

Editor

V. Luoma-aho & M. Badham

First Page

179

Last Page

192

ISBN

9781802201956

Identifier

10.4337/9781802201963.00023

Publisher

Edward Elgar

City or Country

Cheltenham

Additional URL

https://doi.org/10.4337/9781802201963.00023

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