A Situational Perspective on Employee Communicative Behaviors in A Crisis: The Role of Relationship and Symmetrical Communication

ABSTRACT

This study investigates the intertwined effects of the employee-organization relationship (EOR), internal communication, and employees’ situational perceptions on individuals’ communicative behaviors – seeking and voicing – during periods of organizational crisis. Using the situational theory of problem solving (STOPS), the current study investigates employees’ cognitive reactions as well as how their communicative behaviors are affected by the pre-crisis EOR and organizations’ symmetrical communication effort in a crisis. An online survey was conducted with 410 full-time U.S. employees working in large corporations. Results indicated that a favorable pre-crisis relationship between an organization and its employees significantly affects how they perceive a crisis and their communicative behaviors. Employees’ perceived symmetrical communication strengthens the relationship between the pre-established relationship with employees and their crisis perceptions. Findings provide a comprehensive picture of the process by which the EOR directs employee behaviors in a crisis, as well as the positive effects of symmetrical internal communication. Theoretical and practical implications are discussed.     

The Role of Leadership Development in Issues Management: An Online Survey of Communication Practitioners in the Greater China Area

By using an online survey, the study investigated how communication practitioners (N = 132) in the Greater China area can acquire effective leadership capabilities through appropriate leadership developmental approaches when managing critical professional issues and challenges. Results indicate that three critical professional issues (i.e., developing and retaining talented professionals, managing the rise of social media, and dealing with high volume of information flow) as the most urgent ones to deal with for communication practitioners in the Greater China area. Results of this study also provide leadership development solutions to improve effective issues management in a region of rapid growth.     

Strategic Social Media Use in Public Relations: Professionals’ Perceived Social Media Impact,Leadership Behaviors,and Work-Life Conflict

Using the E-leadership theory as the conceptual framework, the study examined strategic communicators’ perceptions of the impact of social media use on their work, leadership behaviors, and work-life conflict. Through a national sample of communication professionals (N = 458), this study revealed the following key findings. The use of YouTube in professionals’ work, social media use in media relations, employee communications, and cause-related marketing/social marketing were significantly, positively associated with participants’ perceptions of the enhancing impact of social media use. Social media use in crisis management and employee communications significantly, positively predicted professionals’ perceptions of social media’s aggravating impact (e.g., extended work hours, increased workload) on their work. The use of Facebook and YouTube in strategic communication, the use of social media in environmental scanning, as well as the positive and negative impact of social media use all significantly and positively predicted communication professionals’ leadership behaviors. When the unintended negative effects of social media use happened, professionals perceived a low control over their work and thereby experienced a high level of time-based and strain-based work-life conflict. Finally, public affairs/governmental relations professionals who were frequent users of social media for their work reported a high level of strain-based work-life conflict.     

Die Anforderungen an die interne Unternehmenskommunikation in neuen Organisationskonzepten

This article mainly concentrates on two questions: 1. What functions does an internal corporate communication perform in a learning organization, and in relation to knowledge management? 2. Under which conditions or circumstances can internal corporate communication fulfill these functions? In the concepts of organizational learning and knowledge management, internal communication gains an important productive function in generating, processing and saving knowledge. Instruments and tools such as face-to-face communication, internal magazines, information boards and the use of an intranet are discussed. As far as the generation, production and saving of knowledge are concerned, the instrument of face-to-face communication and the intranet are gaining special importance. In order to cope with these functional challenges, the internal corporate communication has to institutionalize selective incentives and motivating factors. For generating and saving knowledge, the actors’ reception of these media of communication seems of great importance also: Only a unified «community of practice» is able to transform information into knowledge.     

Company–Nonprofit Partnerships,Negative Spillover,and Response Strategies

This study explored whether, in the context of a company–nonprofit partnership, there are negative spillover effects when a crisis strikes a partner organization and what effective response strategies to such a crisis would be for the principal organization. We conducted an online experiment (N = 445) with a 2 (duration of partnership: long-term vs. short-term) × 4 (response strategy: denial, ending partnership, continuing partnership, vs. no response) between-subject design, with two no-crisis control groups. The results confirmed the existence of negative spillover effects; when respondents were exposed to crisis information about a partner organization, their attitude toward the principal organization became less favorable. We found that, regardless of the partnership’s duration, announcing a decision about the partnership—either ending the partnership or continuing the partnership—was not effective in restoring the principal organization’s image. Denial strategies, however, significantly improved the image of the principal organization, up to its precrisis level. We discuss the practical and theoretical implications.     

In the Twilight Zone Between Veracity and Lying: A Survey on the Perceived Legitimacy of Corporate Deception in Reaction to Ethical Dilemmas

In their effort to attain legitimacy, corporations are tempted to resolve ethical dilemmas that arise from conflicting stakeholder expectations by ambiguous and misleading communication. Such processes of organizational decoupling may in turn threaten corporate legitimacy. Therefore this article explores public acceptance of deceptive corporate practices that range between the poles of veracity and lying: They involve half-truths and concealment but no blatant lies and they neglect veracity only to conform to conflicting ethical values. The analysis builds on the assumption that specific types of corporate deception fulfill protective functions, such as privacy protection, self-defense, and social cohesion, and are therefore socially accepted. Results from an experimental online survey (n = 1,417) indicate that protective functions are ascribed to corporate deception, yet participants show only moderate levels of acceptance and advocacy on behalf of the corporation. Corporate deception is most likely to be perceived as legitimate when it serves privacy protection and when it involves altruistic intentions. These findings point out limits of organizational decoupling and emphasize the need for pluralistic ethics in strategic communication that provide a framework for the resolution of ethical dilemmas under consideration of situational conditions.     

The Role of Social Capital for Organizational Identification: Implications for Strategic Communication

Scholars in the fields of organization and strategic communication have long been interested in organizational identification as a phenomenon favoring employees’ alignment with corporate values and consequently achievement of the organizational mission. To date, most studies on the subject have relied on social identity theory, which focuses on cognitive categorization processes but overlooks the role of employees’ relationships within their organization. In this research, we introduce a social capital perspective into organizational identification models. We propose and test a model looking at the influence of an individual’s social capital, a variable deriving from different dimensions of an individual’s communication network (i.e., prestige, resourceful others, friendship), on organizational identification, mediated by the attractiveness of perceived organizational identity. The results from a survey conducted in a business organization suggest that a person’s social capital influences organizational identification, both directly and through the attractiveness of perceived organizational identity. Our organizational identification model contributes to extend knowledge on the complementarity of the cognitive and relational perspectives of strategic communication and on the role of relationship building and networks in strategic communication management.     

Unpacking Public Sentiment Toward the Government: How Citizens’ Perceptions of Government Communication Strategies Impact Public Engagement,Cynicism, and Communication Behaviors in South Korea

In this study, we explore the relationship between two types of public sentiment toward the government (i.e., public engagement and cynicism) on publics’ information transmission behaviors, i.e., megaphoning, about the government. In doing so, we unpack how citizens’ perceptions of the communication strategy adopted by the government, as well perceived authenticity of the government’s communication impact their sentiments toward the government. An online survey was conducted in South Korea (N = 1112) to understand these relationships. The results revealed that perceived use of bridging strategy by the government is associated with public engagement, and perceived use of the buffering strategy is related to public cynicism. We also found perceived authenticity to be significantly associated with public engagement and negatively associated with cynicism. Finally, the two types of public sentiment were found to partially mediate between perceived government communication strategies and citizens’ positive and negative megaphoning. Theoretical and empirical implications are discussed.     

Recontextualizing Communicative Leadership: The Interplay of Discourses in a Swedish Multinational Organization

This study employs a discursive lens to empirically analyze the sensemaking of leaders’ and employees’ communication in four different cultural contexts within a multinational organization. Communicative leaders were defined and recontextualized as strategists, interpreters/translators, instructors/facilitators, and sensemakers, considering their communication behaviors and attitudes toward employees. Data suggest that the recontextualization of microdiscourses of communication and leadership emphasizes the interplay of local and global contexts in discourses of leadership. The data also indicate that contexts (and consequently macro- and microdiscourses) are blended in leaders’ and employees’ accounts, shaping constructions of communicative leadership depending on different contextual conditions. The interplay is important to form a suitable leadership discourse that makes sense for the local members and helps them work together more effectively.     

Social Media Activities of Political Communication Practitioners: The Impact of Strategic Orientation and In-Group Orientation

The question of why political communication practitioners use social media for strategic political communication activities has rarely been investigated. By using well-established theoretical approaches of communication research, such as the influence of presumed influence approach, this study sought to determine the extent to which the subjective perceptions of German political communication practitioners explain their professional social media activities. The results of a survey (N = 1,067) indicate that the more political communication practitioners perceived that other political communication practitioners used and were influenced by Facebook and Twitter, the more often they used social media themselves. In contrast, the presumed reach of Facebook and Twitter among politicians, journalists, and citizens, as well as the presumed influence of both media on these groups, were not related to the practitioners’ social media activities. These findings suggest that the practitioners’ social media activities are driven more by an in-group orientation toward their colleagues and less by a strategic orientation toward external stakeholders.     

Motivations,Consumption Emotions,and Temporal Orientations in Social Media Use: A Strategic Approach to Engaging Stakeholders Across Platforms

How to engage stakeholders effectively with different social media platforms is an important topic in strategic communication research. Grounded in uses and gratifications theory, consumption emotion theory, and temporal orientation framework, this study conducted an online survey among social media users in the United States (N = 940) to examine how individuals’ motivations, emotions, and temporal orientations in social media use might differ by multi-platform usage groups (i.e., Facebook+Instagram users vs. Facebook+Pinterset users). Our findings indicate that Facebook+Instagram users focus more on self-status seeking and entertainment, while Facebook+Pinterest users are more information-seeking driven and future-oriented. In addition, more optimism is detected among Facebook+Pinterest users. Implications for strategic communication theory development as well as insights for organization-stakeholder engagement on social media are discussed.     

Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice

This study analyzes explicit pieces of advice for effective social media crisis communication given by researchers in various subdisciplines of strategic communication. The themes are identified by a systematic content analysis of peer-reviewed journal articles and conference papers (n = 104) published between 2004 and 2017. Five overall thematic “lessons” are identified and critically discussed. These are that effective social media crisis communication is about: (1) exploiting social media’s potential to create dialogue and to choose the right message, source and timing; (2) performing precrisis work and developing an understanding of the social media logic; (3) using social media monitoring; (4) continuing to prioritize traditional media in crisis situations; and finally, (5) just using social media in strategic crisis communication. These guidelines mainly emerged from quantitative research conducted in the context of the United Stated and on Twitter. There is need for more research focusing on other platforms and other empirical material. There is also a future need for an in-depth methodological discussion of how to further bridge the gap between research and practice on a global scale, and how to develop more evidence-based recommendations for strategic crisis communication practitioners.     

Using Social Media to Engage Employees: Insights from Internal Communication Managers

The growth of social media in organizations is reshaping internal communication strategy. This article explores the value of internal social media with a focus on employee engagement, which is defined as employees who are connected to the values and mission of the company, feel empowered, bring energy, passion, and discretionary effort to their jobs, and serve as advocates. Interviews were conducted with 27 senior-level internal communication practitioners working for global companies. Practitioners said they use a variety of communication channels, including social media, to drive employee engagement. The findings revealed best practices in using internal social media to engage employees, including providing clear social media policies and employee training; empowering employee social advocates; involving leadership and securing endorsement; social media listening; sharable, relevant, and practical content strategies; and, authenticity and consistency. Future trends and evolvement of internal communication around social media are also discussed.     

Status of Image Management Research in Public Relations: A Cross-Discipline Content Analysis of Studies Published Between 1991 and 2011

This study reviews the status of image management research published in public relations-specific journals, as well as broader management, business, strategic communication, and communication journals, to extrapolate important trends for future research and practice. A content analysis of relevant research (n = 261) was conducted based on several criteria (area focus, application group, country of study, methodology, application of theory or conceptual framework, type of focus on image, communication type and medium). Findings suggest two considerations for the strategic communication of organizational image: 1) image as outcome, and 2) image as social influence in online communication.     

Kommunikation und andere Weltbezüge

The essay presents a largely new theoretical perspective for communication science (and beyond that for the overall social sciences). Starting point of the development was the observation that communication science deals carelessly with issues on a theoretical and methodological level. Most content analyses show one-dimensional and never clear-cut lists of issues without any theoretical background. This ignorance regarding issues is astonishing because issues as the units of the subject matter of communication are of central importance for analyzing processes of communication.The reason can be found in the communication models developed by the discipline in the last century. In the beginning, the reality communicating actors refer to was still present: the “X” in the models of Newcomb und Westley/MacLean. Most of the later models present communication as symbolic interaction between actors where the world references of the symbols are no longer addressed.The new approach is centrally based on works of Sartre and Habermas and can in a nutshell be summarized as following:1. The human existence can completely be described by its cognitive, emotional, conative and communicative references to (more or less) real, virtual and fictitious worlds. This includes self-references where we become world for ourselves in a way.2. Content of human communication are the world references either of the communicator or of the actors presented by the medium. When we communicate, we communicate about what we or others perceive, know, think, feel, do or communicate. The last case marks the possible reflexivity of communication, up to communication about communication about communication (…) about X. The possible increase of such higher levels of reflexivity might be a useful indicator of mediatization.3. Effects of medial and interpersonal communication on human beings must be effects on their world references. This directly results from 1.: If we expect effects of communication on humans whose existence totally consists of world references, these effects must be recordable as world references.4. Insofar intentions of communicating actors target effects on the recipients, the intentions of actors participating in communication must be their own world references or those of their partners.The relevant units of analysis are a) the communicating actors (media and actors in the media), b) their world references, and c) the sections of real or fictitious worlds these references refer to. Here, reflexive structures are omnipresent when actors refer to other actors (and in doing so to their communication again).Effects of communication now can be found in the recipients’ references to these three units: to media and media persons (e.?g., their images), to the communicated world references (e.?g., learning), and to the particular world sections (e.?g., cultivation, agenda setting).The approach might be of a paradigmatic character because it integrates communicator, content and effects research in a systematic way and offers a homogeneous instrument for empirical analysis of all steps of the communication process. At the same time, it offers possibilities of differentiating existing approaches. Agenda setting for example can be reformulated as the question of the effect medially communicated references on an issue have on how important own and other references on the issue are from the recipient’s view. In some cases even negative effects are possible: if media report about problem solving actions in an extensive way, this may have the effect of recipients not thinking that own action is necessary (free riding problem).Finally, new areas of research can be identified in a systematic way, especially regarding the parallel carrying out of communicative and other world references. In times of nearly permanent references to media communication we have to face the question of how important the cognitive, emotional and conative processes are which are carried out parallel to media use. On the one hand regarding the importance for the quality of the communicative processes (classical communication science). On the other hand regarding the importance for a holistic understanding of human existence (on the way to a science of world references).     

Championing Women’s Empowerment as a Catalyst for Purchase Intentions: Testing the Mediating Roles of OPRs and Brand Loyalty in the Context of Femvertising

Corporate social responsibility (CSR) research indicates that consumers are skeptical of a company’s support of social causes unless they can determine that the efforts are legitimate and authentic. One way companies can demonstrate legitimacy in their CSR efforts is by supporting causes that are perceived to “fit.” The goal of this study is to explore the effects of company–cause fit within the context of the CSR strategy of femvertising. Femvertising is defined as “advertising that employs pro-female talent, messages, and imagery to empower women and girls.” A survey of U.S. adults (n = 419) was employed to investigate consumer attitude toward femvertising as well as four specific femvertising messages as they related to respondents’ perceptions of company–cause fit, CSR associations, and purchase intentions. This study also examined the mediating roles of two related mechanisms – perceived organization-public relationship quality and company loyalty – in connecting CSR associations and purchase intention. The findings suggest that within a femvertising context, purchase intention is impacted by CSR associations and company–cause fit both directly and through loyalty. The findings clarify how company support of women-empowering causes can be an effective CSR strategy and how it fits with the current strategic communication literature.     

Understanding Green Content Strategies: An Analysis of Environmental Advertising Frames From 1990 to 2010

This content analysis examined the characteristics of environmental advertisements (N = 449) published in Newsweek, Time, and U.S. News and World Report in 1990, 2000, and 2010. Findings revealed that responsibility frames were dominant as the strategy used in environmental advertisements over time. The species/habitat protection issue was the dominant issue in 1990, and energy efficiency was the prevalent issue in 2000 and 2010. Advertisements primarily were sponsored by for-profit organizations and had a positive valence over time. Results have implications for future strategic environmental communication research exploring media content and effects, public opinion and persuasion, and policy implications.     

Persönlichkeitsstärke Revisited

Noelle-Neumann’s scale of personality strength is considered an important extension of opinion leadership research’s classical scale inventory. Its internal structure is, however, still up for debate. Therefore, this article reanalyzes its dimensionality, internal consistency, and discriminate validity. The analysis is conducted from the perspective of contemporary data analysis methodology. It relies on original data from Noelle-Neumann. Findings show that the personality strength scale’s structure is more complex than previously assumed. Contrary to former interpretations, personality strength is not a combination of internal and external sources of personal influence, but a general trait. This trait is manifested in the subdimensions of goal orientation, social attractiveness, and active group leadership. These dimensions of personality strength are consistently measurable in accordance with modern standards. Furthermore, individuals with strong personalities are more often opinion leaders than previous studies have indicated. Still, individuals with strong personalities and opinion leaders are different reference groups whose distinctness is reflected in the personality strength scale’s internal structure.     

Self-censorship on Internal Social Media: A Case Study of Coworker Communication Behavior in a Danish Bank

Internal social media (ISM) or social intranets provide organizations with a communication arena in which coworkers can actively contribute to organizational communication. Coworkers are, however, far from impulsive and spontaneous when they communicate on ISM. A case study in a Danish bank found that coworkers considered carefully the consequences of their posts or comments before publishing them. These coworkers perceived four different risks associated with ISM communication, and they used seven self-censorship strategies to ensure that both the content and the formulation of their communication were relevant and appropriate. Coworkers not only censor themselves by withdrawing, as previous studies have suggested, but they also postpone publishing content, phrase or frame content differently, imagine responses from organizational members, ask others for a second opinion, choose another channel, or write only positive comments. Through these seven self-censorship strategies, coworkers retain the quality of communication on ISM and prevent conflict or relational damage. Future research should explore the self-regulation strategies underlying self-censorship in order to improve understanding of the circumstances that increase the likelihood of responsible use of ISM. The potential dark side of self-censorship also requires exploration: when can self-censorship threaten coworkers’ freedom of expression, and develop into organizational silence?     

Transformationen im Journalismus

In commercial broadcasting, the entertaining features of journalism are already prevalent and expected to increase further. Beyond the aspect of entertainment, a far-reaching process of transformation in journalism can be identified, to be clearly recognized in several domains: With purposes shifting away from information and towards entertainment, journalism changes its organizational structures, its working routines as well as the roles and the qualifications of its workforce. Based on an empirical study carried out in northern Germany, the article describes the organization and work »programmes« in »format radios« and discusses the resulting changes in journalists’ qualifications. The findings have led to the conclusion that, because of the lack of organizational and working structures at private radio stations, journalists will have to meet all the demands of the complete production process, both with respect to hierarchies and functions (»Everyone does each and everything«). The more organization »programmes« lose their determining influence, the more coordinating activities will be needed. That is to say, organizational structures are being replaced by social processes. As a consequence, the ability to communicate, as one of the elements of journalistic qualification, is of growing importance.