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Taiber Z.Yu. [Crisis communications management in organizations] World of Science. Series: Sociology, Philology, Cultural Studies, 2023, Vol. 14, No. 1. Available at: https://sfk-mn.ru/PDF/12SCSK123.pdf (in Russian).

Crisis communications management in organizations

Taiber Zoya Yurievna
M.V. Lomonosov Moscow State University, Moscow, Russia
E-mail: zoyataiber@gmail.com

Abstract. The study of crisis communication is interdisciplinary and describes the many best practices and processes by which organizations communicate before, during and after a crisis. Research in the field of crisis communications helped to formulate various definitions of crisis, risk, anti-crisis strategies, as well as various typologies of risk and crisis, which allowed for more effective construction of anti-crisis communications in organizations.

The article considers various communication processes, which relate to the stage of preparation to the crisis and the response to the challenges. In particular, it is a process of managerial decision-making, risk identification, benefit management and timely updates. Special attention is paid to the typology of crisis situations and the methods of response to different types of crises, which allow organizations to prepare adequate crisis management plans. Also, the author reveals the importance of ethical issues in the framework of crisis decision-making. Critical here is the form of crisis reporting and effective communication with internal staff, promoting empathy and a sense of belonging to an organization in crisis that needs support and coherence.

The author clearly shows how theories and introduced best practices contribute to the application of anti-crisis communication strategies that maintain and develop healthy relations between stakeholders, working with image and reputation assets and developing effective crisis leadership. In addition, based on the study of various theoretical material, the author’s recommendations on interaction with stakeholders, restoration of image and transfer of information within the organization in order to harmonize interaction with employees in a crisis situation.

Keywords: anti-crisis communications; anti-crisis leadership; management decision-making; high reliability organizations; image restoration theory; problem management; risk communications; situational crisis; communication theory; stakeholder management; corporate social responsibility

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