Managing bureaucratic reputation in the face of crises: An experimental examination of the effect of strategic communication.
Research on bureaucratic reputation has found that public organizations respond strategically to reputational threats. To understand better the way public organizations should communicate with their external audiences, upon which they depend for necessary resources and democratic legitimacy, this st...
| Published in: | Public Administration Review Vol. 82; no. 6; pp. 1124 - 1138 |
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| Format: | Article |
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Wiley-Blackwell
Nov2022
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| Online Access: | View this record in EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ssf&AN=159815115&site=ehost-live header: @attributes: shortDbName: ssf uiTerm: 159815115 longDbName: Social Sciences Full Text (H.W. Wilson) uiTag: AN controlInfo: bkinfo: jinfo: jid: 00333352 PBA jtl: Public Administration Review issn: 00333352 maglogo: Y pubinfo: dt: Nov2022 vid: 82 iid: 6 pid: 480 pub: Wiley-Blackwell artinfo: ui: 159815115 10.1111/puar.13520 ppf: 1124 ppct: 14 formats: fmt: – @attributes: type: T – @attributes: type: C – @attributes: type: P size: 719KB tig: atl: Managing bureaucratic reputation in the face of crises: An experimental examination of the effect of strategic communication. aug: su: Bureaucracy Crises Strategic communication Crisis management sug: subj: Bureaucracy Crises Other Justice, Public Order, and Safety Activities Strategic communication Crisis management ab: Research on bureaucratic reputation has found that public organizations respond strategically to reputational threats. To understand better the way public organizations should communicate with their external audiences, upon which they depend for necessary resources and democratic legitimacy, this study examines the effectiveness of various communication strategies that agencies often use in response to a crisis. The results of a series of vignette experiments involving US adults show that an agency's communication strategy in response to crises does indeed influence citizens' reputation judgments. Specifically, compared with remaining silent, organizations that offer the public explanations of crises mitigate their reputational losses more effectively. Further, this study finds that people's prior reputation judgments and the nature of the crisis itself are important factors involved in the formation of reputation judgments, although these findings contradict communication theories. The implications for theory and practice are discussed. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: N holdings: @attributes: islocal: N |
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