Strategic Ambiguity and Crisis Apologia: The Impact of Audiences' Interpretations of Mixed Messages

Based on the perspectives of strategic ambiguity and organizational reputation, the current study examines the effects of mixed crisis response strategies, which adopt seemingly contradictory messages (i.e., apology and denial), through experiments. Consistent with the scope of strategic communication research, this study incorporates theoretical aspects of distinct areas of organizational communication to examine audience response to strategic messages, and makes recommendations for organizational communication strategies during crisis situations. The findings demonstrate that, instead of taking messages straightforwardly, people interpret the same messages divergently in their own ways, and these interpretations accordingly affect their attitudes and behavioral intentions. Findings indicate participants choose a dominant interpretation when given mixed messages, and subsequent responses are based on the initial interpretation, such that evaluating a mixed message as an apology yielded more positive outcomes than those who interpreted the message in other ways. In addition to people’s diverse interpretations, organizations’ crisis communication strategies and the business type also significantly influenced the outcomes. The apology-interpreters showed more positive outcomes than those who were exposed only to apology for an automaker’s crisis. On the other hand, for a nonprofit organization’s crisis, those who were exposed to a simple denial message showed more positive outcomes than those who perceived the mixed message as a denial. Based on these findings, this study offers practical recommendations on when to use single messages versus mixed messages, along with the explanation of how these divergent strategies work.     

The Impact of Corporate Communication on Company Evaluation: Examining the Message Effects of CSR,Corporate Ability,and Hybrid Strategies

This experiment examines how three corporate communication strategies (i.e., corporate ability (CA) strategy, corporate social responsibility (CSR) strategy, and hybrid strategy) positively affect consumers’ evaluation of a company. It also tests whether consumers’ involvement with the company’s products moderates these effects. Additionally, in the context of hybrid strategy, the order effect of receiving CA and CSR messages is discussed. Results of the experiment support the value of all three strategies in cultivating positive company evaluation. Findings pertaining to hybrid strategy scenarios generally show that a single CSR message performs as well as hybrid strategies because of the transferring effect of CSR. In addition, CSR was found to have an additive effect on CA when CA is the first message. However, the positive effect of CSR is discounted when CSR is the first message. Meanwhile, the moderating effect of product involvement is not supported. This study contributes to current strategic communication scholarship on corporate communication through proposing and empirically testing an interdisciplinary model that articulates the contingent relationship of corporate messages to consumer reactions. Its findings can aid in future theory building efforts and assist strategic communication professionals in determining the types of corporate communication messages, as well as the order in which they are presented, that will have an impact on consumers’ perceptions.     

Strategic CSR Communication: A Moderating Role of Transparency in Trust Building

Based on the literature in various strategic communication disciplines, including marketing, advertising, and public relations, this 2 (company-cause fit: congruent vs. incongruent) × 2 (level of transparency: high vs. low) experiment examines message effect on trust, organizational advocacy, and skepticism in order to explore ways to effectively communicate CSR initiatives in consideration of company-cause fit and transparency. Company-cause fit has been incorporated as a strategic tool in marketing and advertising, yet transparency has been primarily discussed in terms of its ethical implications in PR literature. Most significantly, this study suggests a moderating role of transparency on the effect of CSR cause fit, in that partnering with an incongruent cause fit can help build trust with consumers when the CSR message is communicated in a highly transparent manner. Furthermore, this study suggests that transparency is a necessary condition to be strategically implemented in CSR communication to enhance trust with consumers.     

Strategic Communication Campaigns at the Foreign and Commonwealth Office: Managing Mediatization During the Papal Visit,the Royal Wedding,and the Queen’s Visit to Ireland

This article investigates strategic communication in the context of the wider adoption of “campaign” approaches to public diplomacy at the Foreign & Commonwealth Office. The three case studies are the visit of Pope Benedict XVI to the United Kingdom, the marriage of HRH Prince William to Kate Middleton, and Queen Elizabeth II’s visit to Ireland. The analytical framework seeks to situate strategic communication theory within a political–economic environment pervaded by a dependence on the media and its institutions for sociopolitical knowledge. Therefore, while affirming the growth and influence of strategic communication as a social phenomenon, this article questions how processes of mediatization impact strategic communication, its organization and practices. The case studies reveal characteristic techniques such as managing mediated spaces for meetings and discussion; shaping the salience of target groups, stakeholders, and participants; an emphasis on values and norms that may be tailored efficiently to different circumstances; and, a strong focus on achieving strategic consistency across diverse messages and messengers. The results will be of interest to researchers and students interested in better understanding how organizations utilize complementary communicative techniques to shape knowledge and steer experiences of political events in ways supportive of their overarching goals.     

Strategy and Tactics in Strategic Communication: Examining their Intersection with Social Media Use

While public relations industry leaders have proposed a strategic approach to social media, industry research has found that social media practices may be more tactical than strategic. Likewise, scholarly research has focused more on specific parts of strategic planning, such as message—and channel-level communication in social media, but little research has been done to understand program-level communication planning. The purpose of this study was to examine the confluence of current trends in social media use with strategic communication processes through in-depth interviews and a national survey of public relations practitioners. The in-depth interviews revealed two overarching themes: (1) social media use should be guided by strategic planning and (2) social media tactics should revolve around conversations. The survey results showed that practitioners are involved in social media strategy development and tactical implementation, yet see their involvement as linked mostly to their organizations’ strategic rather than tactical social media activities. In addition, practitioners delineate social media strategies and tactics differently than theoretical conceptualizations.     

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.     

Techniques of Strategic Political Communication: The Egyptian Muslim Brotherhood’s Persuasive Devices

This research analyzes the entire range of Arabic language communiqués issued by the Muslim Brotherhood from July 2013–July 2017 in order to show how political Islamist movements utilize persuasive techniques to advance their strategic communication campaigns and achieve their political goals. Using agenda-setting as a theoretical framework and the seven devices developed by the Institute for Propaganda Analysis (IPA) in the late 1930s as a deductive tool, this article demonstrates that the Brotherhood’s communication strategy strongly aligned with the seven devices developed by the IPA: more than one technique was identified in 97% of the movement’s communiqués analyzed. These findings indicate that persuasive techniques are being used by the Brotherhood as strategic communication devices to serve the goals of 1) discrediting the current military regime; 2) winning the hearts and minds of Egyptians; and, 3) establishing themselves as a legitimate political actor. This case study advances second-level agenda setting theory by suggesting that the IPA’s persuasive techniques reveal the specific mechanisms through which the Brotherhood seek to achieve their communication goals. By raising awareness of these techniques as a critical means of setting the Brotherhood’s agenda, this article also seeks to empower domestic and regional audiences consuming these messages.     

Integrating Incidental and Integral Emotions in Non-Profit Communications: An Experiment of Blood Donation Message

Appraisal tendency framework suggests that incidental and integral emotions are capable of influencing decision making and behaviors. Such effect is subject to the interaction between incidental and integral emotions. To effectively use emotional appeal in public service announcements (PSAs) for non-profit communication, studying the interaction between the carryover and direct effects of incidental and integral emotions, respectively, is specifically informative. In particular, this study focuses on the application of pride and hope as discrete integral emotions in blood donation PSAs, as well as the interaction between two integral and incidental emotions (i.e., potential donors’ pre-existing emotions of anger and fear before viewing PSAs). Results of a 2 × 2 factorial experiment involving 313 participants suggested that the congruence in appraisal dimensions between incidental and integral emotions could lead to improved effectiveness of perceived message, strong issue advocacy, high intention for blood donation, and enhanced attitudes for non-profit organizations. Furthermore, theoretical and practical implications are discussed in this research.     

Insights from Industry Leaders: A Maturity Model for Strengthening Communication Measurement and Evaluation

Much scholarship has been devoted to identifying barriers that prevent the advancement of communication measurement and evaluation. This research focuses on the characteristics, objectives, and practices of chief communication officers (CCOs) with successful measurement and evaluation programs. Three key dimensions of practice emerged from in-depth interviews: communication executives’ measurement practices and evaluation programs were used to adjust communication strategies; were aligned with other business units; and were integrated with business priority plans. Interviewees also focused on the ability of communication measurement practices and evaluation programs to provide insights for executives, to align communication with the work of other business units, and to connect the organization with the outside environment and stakeholders. This study extends strategic communication scholarship by discussing how overcoming barriers and advancing measurement and evaluation work relates to roles adopted by organizational leaders. This article also offers a preliminary, scalable maturity model that aids in the development, formalization, and optimization of strategic communication measurement and evaluation. This study demonstrates the capacity for communication evaluation to overcome perceived barriers, realize appropriate stature with organizations, and grow communication functions accordingly.     

Towards the final frontier: using strategic communication activities to engage the latent public as a key stakeholder in a corporate mission

Private corporations that do not normally interact with, nor regularly communicate with, the public often do not perceive the public as a relevant or active stakeholder. The public may not view themselves as a stakeholder, particularly when they are unaware of, have no direct dealings with, or do not have any problems associated with such a corporation. The current study, utilizing a national survey of the United States public (N = 424) found that through directed strategic communication activities of a private spaceflight corporation, utilizing social and new media tools, a latent public can perceive a corporation and its mission in a positive manner, and transition it towards a status of an aware public and possible active public. Positive perceptions were found regarding corporate credibility, brand awareness, public engagement, communicating a corporate mission, educating the public, and influencing public opinion.     

Empowering Engagement: Understanding Social Media User Sense of Influence

For all the hope and hype hailing the democratizing effect of social media, few studies have explained public influence as an element of social media engagement. Insight into how and why individuals attempt to exert influence over organizations online is particularly underdeveloped. This study takes the first step in understanding sense of influence online through in-depth interviews with social media users. Findings call into question assumptions in research about the motives and meanings underlying individual efforts to exert influence via social media. The data from 19 in-depth interviews with active social media users suggest that sense of influence is enacted for social relationships rather than to influence organizations or society, and information is the driving force of that effort. Findings also place the imperative on strategic communication to emphasize the value of the organization’s role on social interaction toward a fully functioning society.