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Good Enough for Government WorkThe Public Reputation Crisis in America (And What We Can Do to Fix It)$
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Amy E. Lerman

Print publication date: 2019

Print ISBN-13: 9780226630175

Published to Chicago Scholarship Online: January 2020

DOI: 10.7208/chicago/9780226630342.001.0001

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PRINTED FROM CHICAGO SCHOLARSHIP ONLINE (www.chicago.universitypressscholarship.com). (c) Copyright University of Chicago Press, 2020. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in CHSO for personal use.date: 24 November 2020

Putting Lessons into Practice

Putting Lessons into Practice

Chapter:
(p.181) Ten Putting Lessons into Practice
Source:
Good Enough for Government Work
Author(s):

Amy E. Lerman

Publisher:
University of Chicago Press
DOI:10.7208/chicago/9780226630342.003.0010

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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