Rhetorically Constructing an Identity at Multiple Levels: A Case Study of Social Entrepreneurship Umbrella Organizations

To gain support for their programs, mission, and aims, organizations engage in identity work to establish and communicate who and what an organization is. We argue that identity work is a core strategic communication effort, and furthermore that rhetoric is central to the process. To better understand such identity work, we engage in a case study of an emerging organizational form, social entrepreneurship (SE), by analyzing the identity rhetoric of three large SE umbrella organizations (Ashoka, The Skoll Foundation, Echoing Green). We find that SE identity work is constructed at both the organizational level and at the level of SE as a whole field or sector. Our contributions highlight the tensions brought about in communicatively constructing identity at multiple levels, and the need for further strategic communication scholarship that critiques identity work as arguments for a vision for social change agendas.     

Image Repair Campaign Strategies Addressing Race: Paula Deen,Social Media,and Defiance

This multi-method study examines how the use of social media in a crisis campaign involving race-related issues may affect a public figure’s credibility and perceived response appropriateness. First, image repair theory is used to analyze Paula Deen’s image repair campaign in the wake of the National Enquirer’s revelation that she admitted to using the “N-word” during a lawsuit deposition. Our analysis shows her response strategies were unsuccessful because her apology did not center on the allegations, and she was contradictory in her bolstering, minimization, and mortification strategies. We build on the Deen case study results by exploring the effectiveness of tweeted message strategies in a race-related crisis via Twitter. We use a mixed-design experiment examining how public figure type (politician v. TV celebrity) and response strategy (moral defense, performance defense, defiance defense, no defense) affect perceptions of a female public figure’s credibility and perceptions of the appropriateness of the response. Results show that any of the three responses are better than no response when addressing charges of racial insensitivity. A defiance defense, as newly tested strategy, and moral defense worked better for the TV celebrity condition than the politician condition. Implications are discussed.     

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?     

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.     

Examining the Impact of Public Engagement and Presidential Leadership Communication on Social Media in China: Implications for Government-Public Relationship Cultivation

This study examined how public positive and negative social media (i.e., WeChat) discussion about President Xi Jinping in China, along with Xi’s leadership communication styles of assertiveness, responsiveness, and authenticity on social media influence publics’ evaluation of his leadership effectiveness, which in turn, influences public trust and satisfaction with the government. Through a quantitative online survey of 396 WeChat users in China, randomly selected via an international sampling firm and a structural equation modeling analysis, the results show that publics’ political discussion about Xi on social media in China significantly influences the perceived leadership effectiveness of the president. Specifically, the more the publics engage in positive discussion about the president on social media, the more they perceive him to be a better political leader, and vice-versa. The president’s leadership communication attributes of responsiveness and authenticity strongly and positively influenced perceived leadership effectiveness and the quality of government-public relationships. Publics’ evaluation of the president’s leadership effectiveness directly contributed to public trust and satisfaction toward the government. The theoretical and practical implications of the study are discussed.     

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.     

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.     

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.     

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.     

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.     

后疫情背景下商业银行发展趋势与邮政金融应对策略研究

分析了后疫情背景下商业银行发展趋势,根据对后疫情背景下邮政金融的研判,提出了在后疫情时代邮政金融的发展策略。     

邮政收支计划决策支持系统研究

邮政收支计划决策支持系统按“以量定收，以量定支”的原则，充分考虑市场的各种因素对邮政业务量的影响，可分专业、分地区地对仓业的业务量、业务收入、业务成本的历史数据以及影响邮政业务收支的各种企业外部环境数据。内部因素数据进行全面的分析。根据预测的目标和具体要求，系统提供灵活的模型管理，可实时地建立新的预测模型。对于每一个目标的预测可利用多种模型产生，从而为计划的制定提供多种可供参考的方案。     

Social Media Influencers as a Crisis Risk in Strategic Communication: Impact of Indiscretions on Professional Endorsements

ABSTRACT

Social media influencers (SMIs) are increasingly employed by organizations to amplify their strategic communication efforts. Yet, little is known about the impact an SMI’s personal indiscretion has on their endorsing organizations. This article examines the factors that trigger these crises and their effects on the organizational image. Five cases – PewDiePie (U.S.), Munroe Bergdorf (UK), James Charles (U.S.), Grace Mongey (Ireland) and Sarah Bowmar (U.S.) – were analyzed using Rapid Issue Tracking, a method to capture stakeholders’ sentiments. Findings showed that SMIs’ personal indiscretions trigger paracrises. Organizations typically used distancing strategies but adopted image repair situationally. Anchored on image repair theory, we propose a framework for crisis identification and response strategies. With the increasing use of SMIs in marketing, their potential as a new type of crisis trigger warrants attention.     

Exploring the Perceptual and Behavioral Outcomes of Public Engagement on Mobile Phones and Social Media

Mobile technology and social media exert a substantial impact on our society and daily lives. Employing a survey of 633 college students in the United States, this study examined the effects of college students’ public engagement on mobile phones and social media on their organizational identification and attachment and positive electronic word-of-mouth (e-WOM) communication. Findings suggested that college students’ public engagement with mobile phones and social media significantly impacted their attachment toward and identification with the university. Moreover, this study found that students’ public engagement and university identification strongly predicted their positive e-WOM communication about their university. Furthermore, students’ mobile phone engagement indirectly influenced positive e-WOM communication through organizational identification. The theoretical and practical implications of this study were also discussed.     

关于零担快运行业现状及发展趋势研究

阐述了国内零担快运行业的市场规模和商业模式,针对行业发展面临的问题和邮政的发展现状,借鉴国内主要竞争对手发展经验和美国零担龙头企业发展启示,提出了中国邮政零担快运业务发展建议.     

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.     

Towards Comparative Research in Strategic Communication: A Systematic Analysis of Cross-National Studies and Future Directions

ABSTRACT

Comparative cross-national research permits scholars to understand how strategic communication is impacted by environmental conditions in different countries. Although the field has burgeoned enormously over the past two decades, there has been little discussion about what comprises an excellent comparative study, and little is known about the state-of-the-art of comparative research in the field of strategic communication. This article suggests a set of general scientific criteria for solid comparative research and applies these to assess the quality of comparative studies in strategic communication. Based on an analysis of 75 studies located through a systematic search in 16 journals, this article sketches the contours of a fast-emerging research field, which is increasingly driven by European and Asian scholars. The results identify common deficiencies and indicate that the potential of comparative research to contextualize and explain strategic communication in different countries has not yet been fully exploited. Future directions for engaging in more advanced comparative strategic communication research are given.     

邮政储蓄资金运用的比较分析及其启示

文章分析了一些国家和地区的邮政储蓄资金运用情况，在借鉴其邮政储蓄资金运用经验的基础上，提出了我国邮政储蓄资金运用的建议。