CRISIS COMMUNICATION
CRISIS COMMUNICATION
Donatella Selva, Emiliana De Blasio
Donatella Selva
dselva@luiss.it
Emiliana De Blasio
edeblasio@luiss.it
Intended learning outcomes
Learning Outcomes:
Understand key definitions of the discipline
Appreciating historical understanding of crisis communications
Awareness of importance of contemporary crisis communications
Management of communication operations during different types of crises
Course Contents
Crisis Communications
This module will examine the key issue of crisis communications, ranging from corporate meltdowns to international emergencies. Crucially, the module will examine how the media industries, especially social media, are central actors in crisis’ situations and management, especially in times of structural emergency and unstable security. This module therefore examines key issues of reputation and crisis through the complex web of media, social actors and international relations. The module will draw on numerous case studies relating to national and international crises.
Special attention will be given to the interplay between disinformation studies and security studies.
The course will be structured into face-to-face and online lectures. Sessions will be accompanied with power point presentations.
Reference Books
Textbook: Coombs, T. (2022, 6th ed.). Ongoing Crisis Communication. Sage. Suggested readings: Austin and Jin (eds., 2022). Social Media and Crisis Communication. Routledge. Arcos, Chiru, Ivan (eds., 2024). Routledge Handbook of Disinformation and National Security. Ansell et al. (eds., 2024). Robust Governance in Turbulent Times. Cambridge University Press.
Teaching Methods
Face to face and online lectures, collaborative work and role playing
Assessment Method
Attending students: the final grade will be composed of the results achieved by students: Group work to present in class + A 2500-word essay Non-attending students: 4000-word essay
Thesis assignment criteria
Attending students: 33% continuous assessment (group work and presentation) 66% final exam (individual essay) Non-attending students: 100% final exam (individual essay)
Week 1
Introduction to the course
Structure and aims of the module
Main topics
Info about the exam
Textbooks
Definition of crisis
Definition of communication
Week 2
Reputation
Definition of reputation
Reputation vs. brand
Reputation management and strategy
Week 3
Reputation risks
Internal and external risks
Incident and issue led risks
Week 4
Preparing to a crisis
Content of the plan
PEST and SWOT analyses
SMART goals
Stakeholders matrix
Week 5
Responses
SSCT
Contingency theory
Image restoration theory
Framing the crisis
The spokeperson's role
The media mix
Week 6
Social media and crisis communication
Concept of dialogue
Managerial bias of mainstream crisis communication
SCCT and social media
Para-crises
Activists groups' repertoire of action
Hoaxes and troll
Functions of social media for crisis communication
The social media manager's role
Phases and tasks of social media crisis management
Image restoration tweets
Measuring the success of crisis communication
Interactivity, effectiveness and engagement
Week 7
Post-crisis recovery
Aims of post-crisis communication
Affected communities
Post-crisis narratives
Case study: Ferrero eggs
Case study: Heatrow airport
Case study: tourist destinations
Week 8
Crisis communication and security 1/2
The risk society
Security and securitisation
Societal resilience
Week 9
Crisis communication and security 2/2
Hybrid threats and active measures
Electoral interference
Influence operations
Week 10
Information disorders
Definition of information disorders
Disinformation, misinformation and malinformation
Deepfakes
Week 11
Crisis communication and politics
Phases of political communication
Political leadership
The age of mistrust and of counter-democracy
Week 12
Conclusion
Changes and trends
The role of NGOs