Choosing the Right Words

@article{Coombs1995ChoosingTR,
  title={Choosing the Right Words},
  author={William T. Coombs},
  journal={Management Communication Quarterly},
  year={1995},
  volume={8},
  pages={447 - 476}
}
  • W. T. Coombs
  • Published 1 May 1995
  • Psychology
  • Management Communication Quarterly
Although crisis management has evolved rapidly over the past decade, the symbolic aspect of crisis management has been ignored. More specifically, little research has examined crisis-response strategies (public statements made after a crisis) to see how these messages can be used to shape public perceptions of the crisis and the organization in crisis. This article synthesizes existing literature to create a list of crisis-response strategies and develops a set of guidelines for appropriate use… 
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