Putting Lessons into Practice
Putting Lessons into Practice
Building on discussion in earlier chapters, this chapter empirically tests the consequences of different crisis communication strategies. Data from survey experiments suggest that the way political elites respond to crisis—whether they accept responsibility or instead take a defensive position; whether they offer specific steps to ensure that problems will not recur or instead opt to put off concrete reforms—can have a significant effect on how citizens perceive potentially damaging events. Specifically, proactively addressing a crisis shapes how citizens perceive a negative event, how likely they believe the government is to resolve the problem, and how satisfied they are with the government response.
Keywords: Reputation crisis, crisis response, political communication, the 4 “R’s”
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