• Journal of Public Diplomacy
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• v.3 no.2
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• pp.1-34
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• 2023

This study finds that the South Korean government's public diplomacy efforts have focused on promotional activities such as the "K-wave" or responses to controversial historical issues. However, the South Korean government needs to be more prepared for strategic responses to unexpected crises and subsequent communications. This paper attempts to apply crisis communication research developed in the field of public relations to public diplomacy. To do so, this research reviewed theories in crisis communication, an essential area of public relations, and developed a crisis communication model. The model was then applied to several crisis case studies to suggest how to develop response strategies and conduct communications. As a result, this research developed an Ongoing Public Diplomacy Crisis Communication Model (PDCCM) that can be applied to public diplomacy research and practice. The model identifies four crisis communication principles (be quick, be open, be consistent, be authentic) that should be applied in six phases. Following continuous social listening and monitoring, governments should analyze crisis situations using sense-making, develop short- and long-term crisis response objectives, response strategies, and communication messages depending on the level of responsibility, implement crisis communication, and conduct post-crisis evaluation.

• The Journal of the Korea Contents Association
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• v.20 no.10
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• pp.294-307
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• 2020

The global automotive industry has suffered various crises such as products defects and unethical company management. In order to examine the effectiveness of crisis communication strategy of an automotive company with Chinese consumers who occupy the largest proportion in the global market, this research analyzed the influences of crisis responsibility, crisis types, and crisis communication strategy on attitudes to a company, intentions of negative communication, and intentions to participate in a boycott. A 2(crisis responsibility: high/low) × 2(crisis types: corporate ability/corporate crisis responsibility) × 2(strategy: defensive/accommodative) experimental design was conducted with 1,600 Chinese students in Seoul. High crisis responsibility and corporate social responsibility crises were related to unfavorable attitudes to a company, higher intentions of negative communication, and higher intentions to participate in a boycott. Crisis responsibility and communication strategy showed a significant interaction. When crisis responsibility was high, the accommodative strategy was more effective than the defensive strategy. When crisis responsibility was low, there was no difference between the strategies. Corporate social responsibility crises found no difference between the strategies regardless of the crisis responsibility level. In the case of corporate ability crises, the accommodative strategy was more effective for the high crisis responsibility crisis.

• The Journal of the Korea Contents Association
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• v.15 no.12
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• pp.471-482
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• 2015

Situational Crisis communication theory (SCCT), one of the major crisis communication theories, suggests that crisis managers have to choose the most effective crisis response strategy in accordance to the crisis type. However, there's a controversy over whether this theory is practically applicable in Korea. Therefore, this study analyzed statements of apology to see if companies in Korea are actually taking different response strategy according to the types of crisis. According to the result of analysis on 244 apology statements published in the newspapers from 2012 to spring of 2015, adaptive response strategy was mostly taken no matter what the crisis type was. In conclusion, there's a discrepancy in crisis response strategy between the theory suggested in SCCT and the current practices in Korea. This conclusion can contribute to devising an appropriate application of SCCT in Korea and to develop a more Korea relevant theory.

• The Journal of the Korea Contents Association
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• v.14 no.5
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• pp.390-402
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• 2014

This study, based upon the Sturges' crisis stages, examines the crisis response communication strategies of Korea Professional Football League(KPFL) for the K-league match-fixing case as well as the frequency of related news articles and the source of information. To explore the crisis response communication strategies the Korea Professional Football League used, a total of 118 news articles were analyzed using the content analysis and frequency analysis. The unit of analysis for crisis response communication strategies is sentence. The frequency of news articles based upon the crisis stages shows highest rate at the acute crisis stage. The source of information for news reports shows that KPFL was one of the major sources of the news reports. KPFL's crisis response communication strategy throughout all stages of the crisis stage shows that corrective action strategy was used highest ratio. In particular, the crisis response communication strategy between team, player and KPFL was shown lack of consistency throughout all crisis stages. Implication and future research direction for the results are discussed.

• Journal of Digital Convergence
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• v.20 no.5
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• pp.239-251
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• 2022

This study tried to understand the structural relationship between public crisis communication, emotional influence, and behavioral intention in a national crisis/risk situation. Based on the results of previous studies and empirical studies, the results of crisis/threat type, crisis/threat response, sentiment (crisis/risk responsibility, strategic risk/risk reflective response), and action intention For tourists who visit tourist destinations, as well as the relationship between crisis and risk communication at the tourist destination and one of the unique emotions of Koreans (crisis threat responsibility, strategic response, and reflective response to crisis threat) The relationship between the outcome variable, behavioral intention, was identified. A theoretical study was conducted on each research concept to achieve the proposed research purpose. Based on this, a questionnaire was drawn up and empirical research was conducted in parallel. Three hypotheses were established, and meaningful results were confirmed according to the results of the hypotheses. When a risky situation occurs, the government, business, and local community will actively respond and respond to it as an opportunity to offset the risk of crisis.

• Korean Association of Arts Management
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• no.60
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• pp.93-119
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• 2021

How an organization communicates to relevant stake-holders in a crisis is critical to gain continued social acceptance and legitimacy. In this paper, we examine the evolution of crisis communication strategies by the Arts Council Korea(ARKO) in response to the Blacklist case that unfolded from 2017 through 2019. In doing so, we focused on the 'Pop-up Theater case', where ARKO officials had exercised their discretion to have the play produced by theater artists be discontinued because they had viewed that the play was engendering the imagery of the Sewol-Ho tragedy. Using a case study methodology, we follow a series of events that occurred during this crisis management process, analyzing three apologies issued by the ARKO. In doing so, we draw on Hearit (2006)'s crisis management theory to evaluate how ARKO's crisis communication was managed. Overall, our study highlights that without incorporating truthfulness and sincerity congruent with stakeholder expectations, an organization's crisis communication is likely to be less successful.

• Korean journal of communication and information
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• v.59
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• pp.180-210
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• 2012

The purpose of the study was to analyze the apologies made in Korea for the past 10 years, and to diagnose how Koreans used crisis communication strategies. For the analysis, typology of crisis communication strategy was adopted from previous study as well as the new typology distinctively found in Korea. Also preferred crisis communication strategies were analyzed by crisis subject, by crisis type and by stage of crisis. Results showed that among the crisis communication strategies, apology and corrective action were the most used strategies, followed by bolstering and appealing to sympathy. Preferred crisis communication also differed by crisis subject, by crisis type and by stage of crisis. When the crisis subject were government or public institutions, when the locus of crisis responsibility was internal, and when the crisis was a controllable human/social crisis, the justification strategy was preferred. The results seemed to be related to the unique cultural characteristics of Koreans, especially to sense of Cheong and Chemyon. Indirect corrective action and transcendence were Chemyon-saving strategies while bolstering and appealing to sympathy were strategies appealing to Cheong. Future study should address the new typology of crisis communication strategy reflecting the cultural characteristic.

• The Journal of the Korea Contents Association
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• v.17 no.11
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• pp.398-409
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• 2017

Situational Crisis communication theory (SCCT), one of the major crisis communication theories, suggests that crisis managers have to choose the most effective crisis response strategy in accordance to the crisis type. Therefore, this study analyzed whether the crisis response strategies of Korea companies are different according to the types of crisis. According to the result of analysis on survey to PR managers, the crisis response strategies are different according to the types of crisis. And the role and function of PR team are different according to the types of crisis, too. This conclusion can contribute to devising SCCT theory and to develop a more Korea relevant theory.

• The Journal of the Korea Contents Association
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• v.15 no.7
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• pp.460-476
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• 2015

The purpose of this study is to provide practical implications on government crisis management strategies and on the use of SNS in crisis management. Specifically, this study analyzed Ministry of Drug and Food Safety's responses to paraben toothpaste issue, media coverage of paraben toothpaste issue, and public responses to paraben toothpaste issue. Through textual analysis and the network analysis of 45 news articles and 645 tweets, this study found that Ministry used one-way communication strategy and mostly negative issues regarding Ministry's crisis response strategies were diffused via the media and Twitter. This study was meaningful in that it highlighted the importance of media relations and use of SNS in crisis management. The findings of this study provide useful implications for government officials and PR practitioners in their crisis management and communication strategy.

• Korean journal of communication and information
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• v.61
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• pp.134-158
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• 2013

The public trades information through social media during crises. The use of social media during crises has been increased steadily. However, there are few studies done on the effects of social media use on crisis perception. The goal of this study is to examine how social media affect an organization's ability to manage crises. The study specifically tries to investigate how media types, organization-public relationships, and image restoration strategies affect the public's perception of crises. An experiment was conducted to test research questions by presenting crisis scenarios and observing how newspapers and the social media Twitter affected the crisis. According to a three-way ANOVA test, the type of media and image restoration strategies had an interaction effect on the public's perception of crises. Also, the type of media, organization-public relationship, and image restoration strategies had a three way effect toward the acceptance of crisis communication strategies. As a result, it can be said that the public's perception and acceptances of crisis communication were different depending on the type of media used. The effectiveness of social media was proved, and it was seen that to be able to effectively use social media, each organization must have different strategies depending on their needs.