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.
Abstract: This entry provides an overview of public health crises and public health crisis communication, grounded in crisis communication and literature around emerging infectious disease outbreaks (IDOs). It lays down the theoretical foundations for communication and crisis information management in times of public health risks and emergencies, heralded by two conceptual frameworks developed specifically to […]
(In)sincere demeanor and (in)sincere language in crisis communication
Abstract: Perceptions of a crisis communicator’s sincerity drive reactions to an organization’s response amidst a scandal. However, a spokesperson can nonverbally appear sincere while deceptively evading questions and can appear insincere while actually speaking sincere truths. Applying truth-default theory to crisis communication, we assess people’s reactions to a spokesperson varying in sincerity through demeanor and […]