Reputational Crisis Management
Publisher: Sofia University St. Kliment Ohridski, Faculty of Journalism and Mass Communication
Published: 2017
Place of publication: Sofia, Bulgaria
Language: bul
Format: Paperback
Number of pages: 304
Table of contents: title: CONTENTS; title: PREFACE..........................................................................................................17; title: 1. ORGANIZATIONAL REPUTATION: COMMUNICATION AND MANAGEMENT; title: ASPECTS. GLOBALIZATION OF REPUTATIONAL CRISES; title: Chavdar Hristov ............................................................................................... 23; title: 1.1. Defining Organizational Reputation ...................................................................24; title: 1.2. Reputation from the Perspective of Mass Perceptions and Behavior ............................24; title: 1.3. Reputation in Relation to the Corporate Image and Brand ........................................27; title: 1.4. Reputation as Added Value..............................................................................29; title: 1.5. Reputation as Unity between Presentation, Behavior and Communication .....................30; title: 1.6. Managerial Aspects of Organizational Reputation ...................................................31; title: 1.7. Globalization and Reputational Crises: Digitalization and Information Leaks ..................34; title: Bibliography.....................................................................................................38; title: 2. REAL, MEDIA‐REPORTED AND REPUTATIONAL CRISES. CRISIS MEASUREMENT; title: Chavdar Hristov ................................................................................................. 41; title: 2.1. Real, Media‐Reported and Reputational Crises........................................................41; title: 2.2. Algorithm for Measurement and Analysis of Reputational Crises ..................................44; title: 2.3. Measuring and Investigating Crisis Situations .........................................................45; title: 2.4. Conclusions and Implications ............................................................................57; title: Bibliography......................................................................................................59; title: 3. METHODOLOGICAL FRAMEWORK; title: Chavdar Hristov and Kalin Kalinov........................................................................... 61; title: 3.1. Why case studies? .........................................................................................61; title: 3.2. Research Design............................................................................................63; title: 3.3. Research Protocol..........................................................................................65; title: 3.4. Validity Indicators .........................................................................................69; title: Bibliography.......................................................................................................71; title: 4. MANAGING REPUTATION, RISKS AND CRISES. THE FOUR CATEGORIES; title: OF REPUTATIONAL RISKS AND GUIDELINES FOR THEIR MANAGEMENT; title: Petar Kardzhilov ............................................................................................... 73; title: 4.1. The Term “Reputation”...................................................................................73; title: 4.2. Four Aspects of the Reputation Strategy...............................................................75; title: 4.3. Contemporary Challenges in Reputation Management ..............................................76; title: 4.4. Problem Management and Crisis Management .......................................................78; title: 4.5. Four Categories of Reputational Risks .................................................................80; title: 4.6. Guidelines for Managing Different Categoriesof Reputational Risks ...............................83; title: 4.7. Interconnected Risks ......................................................................................86; title: 4.8. The Nuclear Disaster in Fukushima ......................................................................87; title: 4.9. Conclusion  ..................................................................................................89; title: Bibliography.......................................................................................................89; title: 5. MANAGING REPUTATION THROUGH THE LIFE CYCLE OF RISK. PREDICTING,; title: PREVENTING AND RESOLVING REPUTATIONAL RISK; title: Petar Kardzhilov ................................................................................................ 91; title: 5.1. Life Cycle of the Reputational Risk .....................................................................91; title: 5.2. Predicting Reputational Risks ............................................................................97; title: 5.2.1. External Radar for Reputational Risks and Horizon Scanning ....................................98; title: 5.2.2. Internal Radar for Reputational Risks ............................................................. 100; title: 5.2.3. Risk Analysis............................................................................................ 101; title: 5.2.4. Evaluating Reputational Risk ........................................................................ 103; title: 5.3. Preventing Reputational Risks ......................................................................... 106; title: 5.3.1. Architecture of Reputational Risk Management – “Hard” Intervention for Reputational Risks Prevention .. 107; title: 5.3.2. Reputational Behavior, Leadership and Training – “Soft” Intervention for Reputational Risk Prevention.... 110; title: 5.3.3. Organizational Social Responsibility (Corporate Citizenship) .................................. 111; title: 5.4. Solving Reputational Risks ............................................................................. 112; title: 5.5. Conclusion ................................................................................................ 117; title: Bibliography.................................................................................................... 117; title: 6. RUMOURS AS AN EXTERNAL THREAT, LEADING TO REPUTATIONAL CRISES; title: Plamen Atanasov ...............................................................................................119; title: 6.1. Defining Rumor .......................................................................................... 119; title: 6.2. Are Fake News a Rumor ................................................................................ 120; title: 6.3. Rumor from the Reputation Building Perspective .................................................. 122; title: 6.4. Rumor and Reputational Crises ....................................................................... 124; title: 6.5. Rumor and Intangible Assets .......................................................................... 126; title: 6.6. Rumors in the Cyberspace Extended Communication ............................................. 127; title: 6.7. Conclusion ................................................................................................ 127; title: Bibliography.................................................................................................... 128; title: 7. TROLLS AND HACKERS‐ EXTERNAL THREATS LEADING TO REPUTATIONAL CRISES; title: Plamen Atanasov ..............................................................................................131; title: 7.1. Defining Hackers and Trolls or Why the Rumor, Hackers and Trolls are Major Threats for the Reputation in the Modern World ....... 131; title: 7.2. Correlating Hackers’ and Trolls’ Actions with Reputational Crises ............................. 134; title: 7.3. Conclusion ............................................................................................... 140; title: Bibliography.................................................................................................... 140; title: 8. COMPUTER VIRUSES AND WHY THE ORGANISATION REPUTATION SUFFERS; title: Plamen Atanasov ...............................................................................................143; title: 8.1. Defining Computer Viruses ............................................................................. 143; title: 8.2. Viruses from the Reputation Management Perspective ........................................... 146; title: 8.3. Protecting the Organizational Reputation from Virus Damage .................................. 149; title: 8.4. Conclusion................................................................................................ 152; title: Bibliography.................................................................................................... 154; title: 9. THE IMPACT OF THE POLITICAL CARTOON ON GLOBAL REPUTATION CRISIS; title: Boyan Georgiev.................................................................................................155; title: 9.1. Theoretical Framework and Methodology ........................................................... 155; title: 9.2. Presenting the Cases of the Danish Newspaper “Jyllands‐Posten” and the French Weekly “Charlie Hebdo” .................................................................................... 158; title: 9.3. Key Variables Impacting the Development of the Crisis .......................................... 163; title: 9.4. Newspaper Characteristics ............................................................................ 165; title: 9.5. Characteristics of the Cartoons in the Cases ....................................................... 165; title: 9.6. Reputation............................................................................................... 167; title: 9.6.1. National Reputation Before the Crisis ............................................................ 167; title: 9.6.2. Abrupt Changes in the Organization’s Image .................................................... 168; title: 9.7. Crisis Communication.................................................................................. 169; title: 9.7.1. Communication Strategy for Managing the Reputational Crisis ............................... 169; title: 9.7.2. Goals and Analysis of the Undertaken Crisis Communication ................................. 170; title: 9.7.3. Evaluating the Reaction in Terms of National Image Restoration ............................ 171; title: 9.7.4. Post‐Crisis Solutions.................................................................................. 172; title: 9.8. Reputational Ingredients: Presentation, Behavior, Communication ........................... 173; title: 9.9. Implications.............................................................................................. 174; title: 9.10. Conclusion.............................................................................................. 178; title: Bibliography................................................................................................... 179; title: 10. REPUTATIONAL ASPECTS OF TERRORIST CRISES; title: Kalin Kalinov ...................................................................................................183; title: 10.1. Recent Data on Terrorist Attacks Worldwide ..................................................... 183; title: 10.2. Methodology of the Research of the Cases: Manchester 2017 and Charlie Hebdo 2015 .... 184; title: 10.3. Crisis Analysis: Manchester 2017 .................................................................... 184; title: 10.4. Crisis Analysis: Charlie Hebdo 2015 ................................................................. 192; title: 10.5. Conclusion .............................................................................................. 201; title: Bibliography.................................................................................................... 201; title: 11. REPUTATIONAL CRISES IN TOURISM: SPECIFICS AND FEATURES; title: Hristina Slavova and Kalin Kalinov ..........................................................................207; title: 11.1. Stability, Crises and Reputation in Tourism ....................................................... 207; title: 11.2. Basics of Tourism Crisis Communication ........................................................... 209; title: 11.3. Methodology and Definition of Reputational Crises in Tourism ................................ 211; title: 11.4. Crisis Analysis: Brexit ................................................................................. 213; title: 11.5. Crisis Analysis: The Greek Debt Crisis ............................................................... 219; title: 11.6. Comparative Analysis of the Crises in the British and Greek Tourism ......................... 224; title: 11.7. Conclusion .............................................................................................. 225; title: Bibliography.................................................................................................... 226; title: 12. REPUTATION CRISIS OF STATE INSTITUTIONS IN THE SECURITY SECTOR IN BULGARIA – THE REFUGEE CRISIS AS A TRIGGERING EVENT; title: Boyan Georgiev ................................................................................................229; title: 12.1. The European Refugee Crisis (2011‐2015) as Research Object ................................. 229; title: 12.2. Importance of Refugee Crises.................................................... 230; title: 12.2.1. Importance of the Crises for Bulgaria (2013–2015).230; title: 12.2.2. Reputational Importance of the Crises................... 231; title: 12.2.3. Importance of the Crises for Government; title: Communication in the Field of Security................................ 231; title: 12.3. Reputational Crises Triggered by the Refugees Issue..... 232; title: 12.4. Research Methodology ................................................................. 233; title: 12.5. Measuring the Crises in Phase A (July – December 2013) and Phase B (March 2014 – March 2015) ........... 234; title: 12.6. Comparative Analysis of the Two Cases................................ 238; title: 12.7. Key Variables in Both Cases........................................................ 241; title: 12.8. Crisis Communication in Both Cases ...................................... 242; title: 12.9. Evaluation of the Organization’s Response ......................... 244; title: 12.10. Communication Strategy for Managing Reputational Crisis ..................... 246; title: 12.11. Reputation Building Prior to the Crisis ................................. 248; title: 12.12. Sudden Changes in the Image of Bulgaria ............................ 249; title: 12.13. Factors Impacting the Reputation of the Researched State............. 249; title: 12.14. Reputational Ingredients. Presentation, Behavior, Communication ............ 250; title: 12.15. Implications from the Research Goals ................................... 251; title: 12.16. Conclusion .......................................................................................... 256; title: Bibliography.................................................................................................... 257; title: 13. THE #DANSWITHME PROTESTS AS THE BEGINNING OF THE INSTITUTIONAL; title: REPUTATION CRISIS IN BULGARIA. MODEL OF MEDIA IMPACT IN CRISES; title: Ina Bacheva ..................................................................................................259; title: 13.1. Introduction .......................................................................................... 259; title: 13.2. Methodology and Concepts......................................................................... 260; title: 13.3. Case Study: Mass Protests of 2013 – “Let’s Set the Monopolies on Fire” and “DANSwithme” .. 264; title: 13.4. Protests #DANSwithme in 2013 and the Political Crisis in Bulgaria .......................... 267; title: 13.5. The New Communication Environment and the Place of the Media. Influence Model ......................... 268; title: 13.6. Classification of the Influence of Journalistic Tactics in Crisis Reporting .................. 273; title: 13.7. Model of Media Influence........................................................................... 275; title: 13.8. Measuring the Crisis with the Appointment of Delyan Peevski as an Argument for Media Influence ... 279; title: 13.9. Implications .......................................................................................... 281; title: 13.10. Conclusion .......................................................................................... 284; title: Bibliography................................................................................................. 287; title: CONCLUSION ............................................................................................... .289; title: BIBLIOGRAPHY ...............................................................................................291; title: SUMMARY .....................................................................................................297