Crisis Communication

Companies and institutions today need to consider an increasing number of (digital) publics ready to take action on issues that concern them and for which they hold these organizations responsible. The increasing complexity of social, economic, and technological systems is also the reason why the number of crises that can potentially harm a company, a whole branch, or even a nation is constantly growing. Active reputation management and well-prepared crisis communication have therefore become standard management tools in well-run companies. Students will learn about reputation and crisis management processes and structures in theory and practice. Using case studies, empirical research studies, and an analysis of the problems and the stakeholders' expectations, students will gain knowledge about issues and crisis management policies and tools. They can also apply and deepen their knowledge of issues and crisis communication strategies in a full-day crisis simulation exercise.

• To give participants informed insights into the basic elements and terms of the interrelated concepts of issues and crisis management as part of a strategic communication strategy (identity, image, reputation, issues, crisis, issues management, crisis management, stakeholder theory, public sphere).
• To learn more about crisis communication theories, reputation and issues management, the role of activists, internet contagion theory, stakeholder theory, business ethics and CSR, and the role of culture.
• To give insights into the overall issues and crisis management processes and structures in today’s companies, including challenges like the development of issues in social media.
• To prepare for crisis communication situations and develop a crisis communication strategy.
• To practice your knowledge in a crisis simulation exercise
• To develop the ability to think critically and creatively about issues and crises through collaborative working in small groups on selected case studies and through analyzing current PR issues.

In presenza

When registering for the course, you will be assigned to one of six topics. You will work and develop on one particular topic before the course starts and solve a case study during the course.

1. Text work/PPT Presentation: You are expected to examine a specific topic in detail before the course starts (for example, the Situational Crisis Communication Theory and Contingency Theory; see list below). Please present this topic in a ppt-presentation of about 30 minutes, and please also include a short discussion (either during or after the presentation). The literature is mentioned below. You are expected to present the topic coherently, not just one text followed by another. Moreover, you are welcome to integrate additional texts (e.g., from the authors of the model/theory presented) relevant to the topic. When preparing the presentation, reflect on what could be relevant for other participants, for example, by making connections to the other five core topics, and/or to the tourism sector. In each presentation, the related topic should be clarified with a current example from Switzerland or abroad. The example should be a real case, which is not mentioned in the literature. The example needs to be chosen and investigated by you. (Important remark: All participants must read all literature, including the other groups’ literature).

   Deadline for uploading your ppt: Please upload your presentation on iCorsi one day before your presentation, till 10:00 a.m.

2. Case study: We reserve a time slot on October 12 from 9:15-12:15 a.m. for you to solve a case with your group, among others. However, you are free to choose any other time slot individually in your group to work on the case and finalize the task. The texts for the case studies are uploaded on iCorsi. Please read the case of your group before the course starts. 

Group work 40%
Final exam 60%

Attendance:
Each participant is expected to attend all sessions (with a maximum of 4 hours of absence with a valid excuse), complete the readings, and participate in the discussions and group work during class. Class participation may result in an up- or downgrade of 0.25 points, missing more than 4 hours of all sessions will result in an extra task or exclusion from the final exam.