Crisis Communication Management: Applying Theory To Real Cases Read Online [portable] ❲720p - 1080p❳

The theory applied (badly first): Initially, JetBlue used (a low-responsibility response). "It's the weather." But SCCT says: Weather is a victim crisis, but the lack of contingency plans is a preventable crisis. By waiting 6 hours to cancel flights, JetBlue owned the blame.

Don't just look at the cause (weather). Look at your response to the cause. If your process fails, SCCT demands an apology, not an excuse. Theory 2: Image Repair Theory (Benoit) The Rule: When your reputation is damaged, you have five options: Denial, Evading Responsibility, Reducing Offensiveness, Corrective Action, or Mortification (full apology). The theory applied (badly first): Initially, JetBlue used

The crisis: KFC switched delivery partners to DHL. It went horribly wrong. Hundreds of UK stores ran out of chicken. #KFCCrisis trended globally. Angry customers posted photos of locked KFC signs next to "finger lickin’ good" slogans. Don't just look at the cause (weather)