An edition of Reputational Crisis Management
(2017)
Reputational Crisis Management
by Chavdar HristovPetar Kardzhilov, Plamen ... and Milena Tsvetkova
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This book was supported by the Sofia University Science Fund under the Grant of the scientific project, contract No80-10-223/24.04.2017.
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Reputational Crisis Management
2017, Sofia University St. Kliment Ohridski, Faculty of Journalism and Mass Communication
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Reputational Crisis Management: Co-authors monograph
2017, Faculty of Journalism and Mass Communication, Sofia University
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9548194899 9789548194891
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Book Details
Table of Contents
CONTENTS
PREFACE..........................................................................................................17
1. ORGANIZATIONAL REPUTATION: COMMUNICATION AND MANAGEMENT
ASPECTS. GLOBALIZATION OF REPUTATIONAL CRISES
Chavdar Hristov ............................................................................................... 23
1.1. Defining Organizational Reputation ...................................................................24
1.2. Reputation from the Perspective of Mass Perceptions and Behavior ............................24
1.3. Reputation in Relation to the Corporate Image and Brand ........................................27
1.4. Reputation as Added Value..............................................................................29
1.5. Reputation as Unity between Presentation, Behavior and Communication .....................30
1.6. Managerial Aspects of Organizational Reputation ...................................................31
1.7. Globalization and Reputational Crises: Digitalization and Information Leaks ..................34
Bibliography.....................................................................................................38
2. REAL, MEDIA‐REPORTED AND REPUTATIONAL CRISES. CRISIS MEASUREMENT
Chavdar Hristov ................................................................................................. 41
2.1. Real, Media‐Reported and Reputational Crises........................................................41
2.2. Algorithm for Measurement and Analysis of Reputational Crises ..................................44
2.3. Measuring and Investigating Crisis Situations .........................................................45
2.4. Conclusions and Implications ............................................................................57
Bibliography......................................................................................................59
3. METHODOLOGICAL FRAMEWORK
Chavdar Hristov and Kalin Kalinov........................................................................... 61
3.1. Why case studies? .........................................................................................61
3.2. Research Design............................................................................................63
3.3. Research Protocol..........................................................................................65
3.4. Validity Indicators .........................................................................................69
Bibliography.......................................................................................................71
4. MANAGING REPUTATION, RISKS AND CRISES. THE FOUR CATEGORIES
OF REPUTATIONAL RISKS AND GUIDELINES FOR THEIR MANAGEMENT
Petar Kardzhilov ............................................................................................... 73
4.1. The Term “Reputation”...................................................................................73
4.2. Four Aspects of the Reputation Strategy...............................................................75
4.3. Contemporary Challenges in Reputation Management ..............................................76
4.4. Problem Management and Crisis Management .......................................................78
4.5. Four Categories of Reputational Risks .................................................................80
4.6. Guidelines for Managing Different Categoriesof Reputational Risks ...............................83
4.7. Interconnected Risks ......................................................................................86
4.8. The Nuclear Disaster in Fukushima ......................................................................87
4.9. Conclusion ..................................................................................................89
Bibliography.......................................................................................................89
5. MANAGING REPUTATION THROUGH THE LIFE CYCLE OF RISK. PREDICTING,
PREVENTING AND RESOLVING REPUTATIONAL RISK
Petar Kardzhilov ................................................................................................ 91
5.1. Life Cycle of the Reputational Risk .....................................................................91
5.2. Predicting Reputational Risks ............................................................................97
5.2.1. External Radar for Reputational Risks and Horizon Scanning ....................................98
5.2.2. Internal Radar for Reputational Risks ............................................................. 100
5.2.3. Risk Analysis............................................................................................ 101
5.2.4. Evaluating Reputational Risk ........................................................................ 103
5.3. Preventing Reputational Risks ......................................................................... 106
5.3.1. Architecture of Reputational Risk Management – “Hard” Intervention for Reputational Risks Prevention .. 107
5.3.2. Reputational Behavior, Leadership and Training – “Soft” Intervention for Reputational Risk Prevention.... 110
5.3.3. Organizational Social Responsibility (Corporate Citizenship) .................................. 111
5.4. Solving Reputational Risks ............................................................................. 112
5.5. Conclusion ................................................................................................ 117
Bibliography.................................................................................................... 117
6. RUMOURS AS AN EXTERNAL THREAT, LEADING TO REPUTATIONAL CRISES
Plamen Atanasov ...............................................................................................119
6.1. Defining Rumor .......................................................................................... 119
6.2. Are Fake News a Rumor ................................................................................ 120
6.3. Rumor from the Reputation Building Perspective .................................................. 122
6.4. Rumor and Reputational Crises ....................................................................... 124
6.5. Rumor and Intangible Assets .......................................................................... 126
6.6. Rumors in the Cyberspace Extended Communication ............................................. 127
6.7. Conclusion ................................................................................................ 127
Bibliography.................................................................................................... 128
7. TROLLS AND HACKERS‐ EXTERNAL THREATS LEADING TO REPUTATIONAL CRISES
Plamen Atanasov ..............................................................................................131
7.1. Defining Hackers and Trolls or Why the Rumor, Hackers and Trolls are Major Threats for the Reputation in the Modern World ....... 131
7.2. Correlating Hackers’ and Trolls’ Actions with Reputational Crises ............................. 134
7.3. Conclusion ............................................................................................... 140
Bibliography.................................................................................................... 140
8. COMPUTER VIRUSES AND WHY THE ORGANISATION REPUTATION SUFFERS
Plamen Atanasov ...............................................................................................143
8.1. Defining Computer Viruses ............................................................................. 143
8.2. Viruses from the Reputation Management Perspective ........................................... 146
8.3. Protecting the Organizational Reputation from Virus Damage .................................. 149
8.4. Conclusion................................................................................................ 152
Bibliography.................................................................................................... 154
9. THE IMPACT OF THE POLITICAL CARTOON ON GLOBAL REPUTATION CRISIS
Boyan Georgiev.................................................................................................155
9.1. Theoretical Framework and Methodology ........................................................... 155
9.2. Presenting the Cases of the Danish Newspaper “Jyllands‐Posten” and the French Weekly “Charlie Hebdo” .................................................................................... 158
9.3. Key Variables Impacting the Development of the Crisis .......................................... 163
9.4. Newspaper Characteristics ............................................................................ 165
9.5. Characteristics of the Cartoons in the Cases ....................................................... 165
9.6. Reputation............................................................................................... 167
9.6.1. National Reputation Before the Crisis ............................................................ 167
9.6.2. Abrupt Changes in the Organization’s Image .................................................... 168
9.7. Crisis Communication.................................................................................. 169
9.7.1. Communication Strategy for Managing the Reputational Crisis ............................... 169
9.7.2. Goals and Analysis of the Undertaken Crisis Communication ................................. 170
9.7.3. Evaluating the Reaction in Terms of National Image Restoration ............................ 171
9.7.4. Post‐Crisis Solutions.................................................................................. 172
9.8. Reputational Ingredients: Presentation, Behavior, Communication ........................... 173
9.9. Implications.............................................................................................. 174
9.10. Conclusion.............................................................................................. 178
Bibliography................................................................................................... 179
10. REPUTATIONAL ASPECTS OF TERRORIST CRISES
Kalin Kalinov ...................................................................................................183
10.1. Recent Data on Terrorist Attacks Worldwide ..................................................... 183
10.2. Methodology of the Research of the Cases: Manchester 2017 and Charlie Hebdo 2015 .... 184
10.3. Crisis Analysis: Manchester 2017 .................................................................... 184
10.4. Crisis Analysis: Charlie Hebdo 2015 ................................................................. 192
10.5. Conclusion .............................................................................................. 201
Bibliography.................................................................................................... 201
11. REPUTATIONAL CRISES IN TOURISM: SPECIFICS AND FEATURES
Hristina Slavova and Kalin Kalinov ..........................................................................207
11.1. Stability, Crises and Reputation in Tourism ....................................................... 207
11.2. Basics of Tourism Crisis Communication ........................................................... 209
11.3. Methodology and Definition of Reputational Crises in Tourism ................................ 211
11.4. Crisis Analysis: Brexit ................................................................................. 213
11.5. Crisis Analysis: The Greek Debt Crisis ............................................................... 219
11.6. Comparative Analysis of the Crises in the British and Greek Tourism ......................... 224
11.7. Conclusion .............................................................................................. 225
Bibliography.................................................................................................... 226
12. REPUTATION CRISIS OF STATE INSTITUTIONS IN THE SECURITY SECTOR IN BULGARIA – THE REFUGEE CRISIS AS A TRIGGERING EVENT
Boyan Georgiev ................................................................................................229
12.1. The European Refugee Crisis (2011‐2015) as Research Object ................................. 229
12.2. Importance of Refugee Crises.................................................... 230
12.2.1. Importance of the Crises for Bulgaria (2013–2015).230
12.2.2. Reputational Importance of the Crises................... 231
12.2.3. Importance of the Crises for Government
Communication in the Field of Security................................ 231
12.3. Reputational Crises Triggered by the Refugees Issue..... 232
12.4. Research Methodology ................................................................. 233
12.5. Measuring the Crises in Phase A (July – December 2013) and Phase B (March 2014 – March 2015) ........... 234
12.6. Comparative Analysis of the Two Cases................................ 238
12.7. Key Variables in Both Cases........................................................ 241
12.8. Crisis Communication in Both Cases ...................................... 242
12.9. Evaluation of the Organization’s Response ......................... 244
12.10. Communication Strategy for Managing Reputational Crisis ..................... 246
12.11. Reputation Building Prior to the Crisis ................................. 248
12.12. Sudden Changes in the Image of Bulgaria ............................ 249
12.13. Factors Impacting the Reputation of the Researched State............. 249
12.14. Reputational Ingredients. Presentation, Behavior, Communication ............ 250
12.15. Implications from the Research Goals ................................... 251
12.16. Conclusion .......................................................................................... 256
Bibliography.................................................................................................... 257
13. THE #DANSWITHME PROTESTS AS THE BEGINNING OF THE INSTITUTIONAL
REPUTATION CRISIS IN BULGARIA. MODEL OF MEDIA IMPACT IN CRISES
Ina Bacheva ..................................................................................................259
13.1. Introduction .......................................................................................... 259
13.2. Methodology and Concepts......................................................................... 260
13.3. Case Study: Mass Protests of 2013 – “Let’s Set the Monopolies on Fire” and “DANSwithme” .. 264
13.4. Protests #DANSwithme in 2013 and the Political Crisis in Bulgaria .......................... 267
13.5. The New Communication Environment and the Place of the Media. Influence Model ......................... 268
13.6. Classification of the Influence of Journalistic Tactics in Crisis Reporting .................. 273
13.7. Model of Media Influence........................................................................... 275
13.8. Measuring the Crisis with the Appointment of Delyan Peevski as an Argument for Media Influence ... 279
13.9. Implications .......................................................................................... 281
13.10. Conclusion .......................................................................................... 284
Bibliography................................................................................................. 287
CONCLUSION ............................................................................................... .289
BIBLIOGRAPHY ...............................................................................................291
SUMMARY .....................................................................................................297
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| February 23, 2024 | Edited by Editor | Edited without comment. |
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