The release of effective crisis statements during product-harm crises in China

doi:10.3969/j.issn.0253-2778.2017.03.004

Journal of University of Science and Technology of China ›› 2017, Vol. 47 ›› Issue (3): 221-230.DOI: 10.3969/j.issn.0253-2778.2017.03.004

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The release of effective crisis statements during product-harm crises in China

DING Qiying, WANG Fei, WANG Feng

School of Management, University of Science and Technology of China, Hefei 230026， China

Received:2015-04-26 Revised:2015-09-10 Accepted:2015-09-10 Online:2023-03-27 Published:2015-09-10
Contact: WANG Fei
About author:DING Qiying, female, born in 1984, PhD. Research field: Crisis communication and risk management. E-mail: dqy0227@mail.ustc.edu.cn.
Supported by:
Supported by the National Natural Science Foundation of China (61004108，91024027, 70821001)

Abstract

Abstract: The release of effective corporate statements in crisis communication was investigated. Based on 92 crisis statements released by companies in China between 2005 and 2012 during product-harm crises, two key parameters were studied: statement diffusion range and statement acceptability within news coverage. The results show that the approach taken (crisis statement releasing strategy) is more important than the content (instructing and adjusting information) in predicting diffusion range. Although the hypotheses regarding statement acceptability were rejected, nine key statement errors and omissions that result in negative comments from news media were identified. These can be used to guide practitioners to an error-free crisis statement. Additionally, regarding corporate characteristics, listing status and nationality do not influence the two parameters. Crisis type, however, shows an effect on statement diffusion range.

Key words: product-harm crisis, crisis communication, statement release, framing effect, agenda-setting, media coverage

CLC Number:

C931

DING Qiying, WANG Fei, WANG Feng. The release of effective crisis statements during product-harm crises in China[J]. Journal of University of Science and Technology of China, 2017, 47(3): 221-230.

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The release of effective crisis statements during product-harm crises in China

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