Abstract: This paper combines theories of identification and image repair to explain why an organization in crisis should avoid designing messages that engage in “spin.” An experiment is reported (N = 262 nationwide U.S. Qualtrics Panel) in which a company spokesperson replies to questions from a journalist in a news interview. Results indicate that people (a) identify more with the spokesperson, and (b) have more favorable attitudes toward the business, when the spokesperson directly answers rather than spins. Serial multiple mediator modeling reveals the theoretical process of consumer behavioral intentions bolstered by an organization “coming clean” instead of spinning in a scandal.
Factors Influencing Americans’ Preventive Behaviours during the COVID-19 Pandemic: Lessons for Strategic Health and Risk Communicators
Sung In Choi (PhD student), Yan Jin, and Mark Badham. (forthcoming). “Factors Influencing Americans’ Preventive Behaviours during the COVID-19 Pandemic: Lessons for Strategic Health and Risk Communicators.” Strategic Communication in a Global Crisis: National and […]
Integrating Strategy and Dosage: A New Conceptual Formula for Overcoming Unintended Effects in Public Health Crisis Communication (PHCC)
Xuerong Lu (PhD alum) and Yan Jin. (forthcoming). “Integrating Strategy and Dosage: A New Conceptual Formula for Overcoming Unintended Effects in Public Health Crisis Communication (PHCC).” The Handbook of Crisis Communication (2nd edition) (Eds. W. T. […]