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Proaktif ve reaktif kriz iletişiminde alışveriş merkezlerinin iletişim stratejileri

Yıl 2017, Cilt: 3 Sayı: 2, 379 - 396, 01.02.2017
https://doi.org/10.24289/ijsser.273012

Öz

Kurumların varlığını tehdit eden gelecekleri konusunda olumsuz
etkiler yaratabilen krizler, yürütülecek başarılı kriz iletişim stratejileri
sayesinde atlatılabilmektedir. Kriz iletişiminde olası kriz unsurlarının
önceden öngörülmesi ve bunlara yönelik yol gösterici önlemlerin alınması kriz
öncesi proaktif kriz iletişimi olarak tanımlanırken, krizin ortaya çıkması ile
algıları etkilemek, imajı yeniden oluşturmak ya da pozitif yönde etkilemek için
yürütülen çalışmalar reaktif kriz iletişimi olarak tanımlanmaktadır. Bu çalışma
kapsamında halkın büyük bir çoğunluğunun, gerek sosyal bir aktivite gerekse,
boş zaman değerlendirme ya da eğlence amaçlı toplandıkları alışveriş
merkezlerinin proaktif ve reaktif kriz iletişim stratejileri değerlendirmiştir.
Alışveriş merkezlerinde  (AVM)
yaşanılabilecek olası krizlere yönelik izlenen kriz iletişim stratejileri
irdelenmiştir. AVM yöneticileri ile yapılan görüşmede kriz durumlarına yönelik
proaktif ve reaktif bir kriz iletişim stratejilerinin olup olmadığı, nasıl bir
iletişim stratejisi izledikleri sorgulanmıştır. Bu çalışmanın amacı AVM
yönetimlerinin olası krizlere yönelik kriz iletişim stratejilerinin neler
olduğunu tespit etmektir. Günümüzde yaşanılan olumsuzluklar karşısında halkın
güvenini sarsan ya da hayatını tehdit eden olumsuzluklara karşın AVM
yönetimlerinin ne kadar bilinçli bir strateji izleyip izlemedikleri
sorgulanmıştır. Buna bağlı olarak var olan tabloda yer alan eksiklikler ya da
artılar saptanmıştır.

Kaynakça

  • Akbayir, Z., Kuşay, Y., (2015, Oct. 29-31). “Sosyal Medyadan Krize Bakış: Otomotiv Sektöründe Kriz Dönemlerinde Sosyal Medyanın Kullanımına İlişkin Bir Araştırma”, International Conference on Social Sciences and Education Research, Antalya, Türkiye, 1177-1193.
  • Benoit, L. W.(1997). Image Repair Discourse and Crisis Communication, Public Relations Review, 23(2): 177-184.
  • Bernstein, J., “The 10 Steps of Crisis Communications” (http://www.bernsteincrisismanagement.com/the-10-steps-of-crisis-communications/, 21.10.2016)
  • Craig, M., Olaniran, A. B., Scholl, C. J., Williams, E. D., (2006, June). “Crisis communication in public arenas” Public Relations Review, Elsevier, 32(2), 171–173.
  • Coombs, W. T., (2007). Ongoing crisis communication: Planning, managing and responding (2nd ed.). Thousand Oaks, CA: Sage.
  • Coombs, W. T., & Holladay, S. J. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly, 16, 165–186.
  • Coombs, W. T., & Holladay, S. J. (2008). Comparing apology to equivalent crisis response strategies: Clarifying apology’s role and value in crisis communication. Public Relations Review, 34, 252–257. doi: 10.1016=j.pubrev.2008.04.001
  • Ford. L. J., Ford, S. J., Frei, S.S., Pilny A., & Berkelaar L. B., (2016). A network under stress: using embeddedness to understand uncertainty management and resilience in campus emergencies, Journal of Applied Communication Research, 44:3, 316-335, DOI: 10.1080/00909882.2016.1192288
  • Hale, E. J., Dulek, R. E., & Hale, D. P., (2005). Crisis response communication challenges- Building theory from qualitative data. Journal of Business Communication, 42(2), 112–134.
  • Kiambi M.D. & Shafer, A., (2016). Corporate Crisis Communication: Examining the Interplay of Reputation and Crisis Response Strategies, Mass Communication and Society, 19(2), 127-148, DOI: 10.1080/15205436.2015.1066013
  • Kim, S., Avery, E. J., & Lariscy, R. W., (2009). Are crisis communicators practicing what we preach? An evaluation of crisis response strategy analyzed inpublic relations research from 1991 to 2009. Public Relations Review, 35, 446–448.
  • Liu, F.B. & Bartz, L., & Duke, N., (2016). Review Communicating crisis uncertainty: A review of the knowledge gaps, Public Relations Review, 42, 479–487.
  • Loosemore, M., (1998). The three ironies of crisis management in construction projects. International Journal of Project Management, 16(3), 139–144.
  • Reynolds, B., & Seeger, M. W., (2005). Crisis and emergency risk communication as an integrative model. Journal of Health Communication, 10(1), 43– 455. http://dx.doi.org/10.1080/10810730590904571Robinson
  • Seyfi, M., & Güven, D., (Oct. 2016). The Perception and Awareness Levels of University Students in Turkey Regarding Crisis Situations in Social Media: The University of Marmara Example. Athens Journal of Mass Media and Communications, Vol. 2, No. 4, 269-280.
  • Stoff, R., (2007, September). Crisis in Communications, St Louis Journalism Review, , 20-21.
  • Van Der Meer, G.L.A. T., Verhoeven, W.M. J., (2014). Emotional crisis communication, Public Relations Review, 40, 526–536.
  • Whitt, C. M., (2014). Building A Proactive Crisis Communications Program, University Business, 17(11), p.22.
  • Ying, Z., Pheng, S. L., (2014). Project Communication Management in Complex Environments, Springer Science&Business Media, Singapore.

The communication strategies of shopping centers in proactive and reactive crisis communication

Yıl 2017, Cilt: 3 Sayı: 2, 379 - 396, 01.02.2017
https://doi.org/10.24289/ijsser.273012

Öz

The crisis that may threat
the existence of the entities and lead to unfavorable impacts on their future
can be overcome via successful crisis communication strategies. The foresight
of the aspects of crisis in advance and taking leading precautions related to
them have been described as pre-crisis proactive crisis communication when the
reactive crisis communication is described as the studies on creating impacts
on crisis perception, revitalizing the image or creating a positive impact on
the image.Within the scope of this study, the shopping centers’ proactive and
reactive crisis communication strategies are going to be assessed as they
represent the areas where most people usually gather with the purpose of either
spending time on social and leisure activities or entertainment. The crisis
communication strategies on possible crisis that may be experienced at Shopping
Centers (SC) are going to be examined. During the interviews with SC managers,
the inquiries related to whether they have a proactive and reactive crisis
communication strategy and what kind of communication strategy they follow up. The
purpose of this study is determining the crisis communication strategies of SC
managements in case of possible crisis. How conscious strategies are followed
by the SC managements against recently experienced unfavorable conditions that
either betray peoples’ trust or threaten their lives are going to be examined.
Accordingly, both the existing  relevant
practices and improvement areas are going to be determined.

Kaynakça

  • Akbayir, Z., Kuşay, Y., (2015, Oct. 29-31). “Sosyal Medyadan Krize Bakış: Otomotiv Sektöründe Kriz Dönemlerinde Sosyal Medyanın Kullanımına İlişkin Bir Araştırma”, International Conference on Social Sciences and Education Research, Antalya, Türkiye, 1177-1193.
  • Benoit, L. W.(1997). Image Repair Discourse and Crisis Communication, Public Relations Review, 23(2): 177-184.
  • Bernstein, J., “The 10 Steps of Crisis Communications” (http://www.bernsteincrisismanagement.com/the-10-steps-of-crisis-communications/, 21.10.2016)
  • Craig, M., Olaniran, A. B., Scholl, C. J., Williams, E. D., (2006, June). “Crisis communication in public arenas” Public Relations Review, Elsevier, 32(2), 171–173.
  • Coombs, W. T., (2007). Ongoing crisis communication: Planning, managing and responding (2nd ed.). Thousand Oaks, CA: Sage.
  • Coombs, W. T., & Holladay, S. J. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly, 16, 165–186.
  • Coombs, W. T., & Holladay, S. J. (2008). Comparing apology to equivalent crisis response strategies: Clarifying apology’s role and value in crisis communication. Public Relations Review, 34, 252–257. doi: 10.1016=j.pubrev.2008.04.001
  • Ford. L. J., Ford, S. J., Frei, S.S., Pilny A., & Berkelaar L. B., (2016). A network under stress: using embeddedness to understand uncertainty management and resilience in campus emergencies, Journal of Applied Communication Research, 44:3, 316-335, DOI: 10.1080/00909882.2016.1192288
  • Hale, E. J., Dulek, R. E., & Hale, D. P., (2005). Crisis response communication challenges- Building theory from qualitative data. Journal of Business Communication, 42(2), 112–134.
  • Kiambi M.D. & Shafer, A., (2016). Corporate Crisis Communication: Examining the Interplay of Reputation and Crisis Response Strategies, Mass Communication and Society, 19(2), 127-148, DOI: 10.1080/15205436.2015.1066013
  • Kim, S., Avery, E. J., & Lariscy, R. W., (2009). Are crisis communicators practicing what we preach? An evaluation of crisis response strategy analyzed inpublic relations research from 1991 to 2009. Public Relations Review, 35, 446–448.
  • Liu, F.B. & Bartz, L., & Duke, N., (2016). Review Communicating crisis uncertainty: A review of the knowledge gaps, Public Relations Review, 42, 479–487.
  • Loosemore, M., (1998). The three ironies of crisis management in construction projects. International Journal of Project Management, 16(3), 139–144.
  • Reynolds, B., & Seeger, M. W., (2005). Crisis and emergency risk communication as an integrative model. Journal of Health Communication, 10(1), 43– 455. http://dx.doi.org/10.1080/10810730590904571Robinson
  • Seyfi, M., & Güven, D., (Oct. 2016). The Perception and Awareness Levels of University Students in Turkey Regarding Crisis Situations in Social Media: The University of Marmara Example. Athens Journal of Mass Media and Communications, Vol. 2, No. 4, 269-280.
  • Stoff, R., (2007, September). Crisis in Communications, St Louis Journalism Review, , 20-21.
  • Van Der Meer, G.L.A. T., Verhoeven, W.M. J., (2014). Emotional crisis communication, Public Relations Review, 40, 526–536.
  • Whitt, C. M., (2014). Building A Proactive Crisis Communications Program, University Business, 17(11), p.22.
  • Ying, Z., Pheng, S. L., (2014). Project Communication Management in Complex Environments, Springer Science&Business Media, Singapore.
Toplam 19 adet kaynakça vardır.

Ayrıntılar

Bölüm Makaleler
Yazarlar

Yeliz Kuşay

Yayımlanma Tarihi 1 Şubat 2017
Yayımlandığı Sayı Yıl 2017 Cilt: 3 Sayı: 2

Kaynak Göster

APA Kuşay, Y. (2017). The communication strategies of shopping centers in proactive and reactive crisis communication. International Journal of Social Sciences and Education Research, 3(2), 379-396. https://doi.org/10.24289/ijsser.273012
AMA Kuşay Y. The communication strategies of shopping centers in proactive and reactive crisis communication. International Journal of Social Sciences and Education Research. Nisan 2017;3(2):379-396. doi:10.24289/ijsser.273012
Chicago Kuşay, Yeliz. “The Communication Strategies of Shopping Centers in Proactive and Reactive Crisis Communication”. International Journal of Social Sciences and Education Research 3, sy. 2 (Nisan 2017): 379-96. https://doi.org/10.24289/ijsser.273012.
EndNote Kuşay Y (01 Nisan 2017) The communication strategies of shopping centers in proactive and reactive crisis communication. International Journal of Social Sciences and Education Research 3 2 379–396.
IEEE Y. Kuşay, “The communication strategies of shopping centers in proactive and reactive crisis communication”, International Journal of Social Sciences and Education Research, c. 3, sy. 2, ss. 379–396, 2017, doi: 10.24289/ijsser.273012.
ISNAD Kuşay, Yeliz. “The Communication Strategies of Shopping Centers in Proactive and Reactive Crisis Communication”. International Journal of Social Sciences and Education Research 3/2 (Nisan 2017), 379-396. https://doi.org/10.24289/ijsser.273012.
JAMA Kuşay Y. The communication strategies of shopping centers in proactive and reactive crisis communication. International Journal of Social Sciences and Education Research. 2017;3:379–396.
MLA Kuşay, Yeliz. “The Communication Strategies of Shopping Centers in Proactive and Reactive Crisis Communication”. International Journal of Social Sciences and Education Research, c. 3, sy. 2, 2017, ss. 379-96, doi:10.24289/ijsser.273012.
Vancouver Kuşay Y. The communication strategies of shopping centers in proactive and reactive crisis communication. International Journal of Social Sciences and Education Research. 2017;3(2):379-96.

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