Journal of Communication Management

W. Timothy Coombs; Sherry J. Holladay

2006 Journal of Communication Management

doi: 10.1108/13632540610664698

Purpose – Crisis managers believe in the value of a favorable, pre‐crisis reputation. The prior reputation can create a halo effect that protects an organization during a crisis. The prior reputation/halo might work as a shield that deflects the potential reputational damage from a crisis. Or the prior reputation/halo might encourage stakeholders to give the organization the benefit of the doubt in the crisis (reduce attributions of crisis responsibility). Oddly, researchers have had little luck in producing a halo effect for prior reputation in crisis situations. The purpose of this paper is to present two studies designed to test if the halo effect could occur and which of the two dynamics of the prior reputation halo best serve to explain the benefits of a favorable, pre‐crisis reputation. Design/methodology/approach – The research focuses on a set of studies conducted to illustrate the halo effect and to explore how it serves to protect an organization during a crisis. The implications of the findings for post‐crisis communication are discussed. Findings – The halo effect for prior reputation in crisis was created. The halo operated in a limited range for organizations with very favorable prior reputations. The data also supported the halo as shield dynamic rather than the halo as benefit of the doubt. Originality/value – The paper provides insight into the area of reputation and crisis management.

Mary Welch

2006 Journal of Communication Management

doi: 10.1108/13632540610664706

Purpose – The purpose of this paper is to respond to a call for academia to partner industry by offering new thinking on public relations research and practice. Design/methodology/approach – The paper rethinks relationship management by broadening previous views on the dimensions of relationships. Distrust is proposed as a 12th dimension, adding to Ledingham's 11. It suggests that trust and distrust exist simultaneously within business‐to‐business relationships and that trust and distrust are employed in a coaxial view of relationships within a zone of approval. The paper draws on the work of relationship management theorists and those who identify trust as a key component of relationships. Conceptual considerations are coupled with empirical data collected in a qualitative case study of relationships between the communications team of a blue chip UK utilities company and service provider (SP) organisations. Findings – Analysis supports the broader understanding of trust and distrust operating simultaneously in a zone of approval and may help managers to analyse their business‐to‐business relationships. Research limitations/implications – Findings of qualitative research case studies are not themselves generalisable. This paper uses those findings to develop relationship management theory which may be of interest to practitioners. The findings are also used to generate ideas for further research. Practical implications – An embryonic model is suggested that may provide managers with a tool to use when considering the elements of trust and distrust in relationship management. Originality/value – Contributes to a broader understanding of relationships by suggesting distrust as a 12th dimension in the coaxial view of relationships. Proposes a zone of approval model to enable the exploration of trust and distrust in relationship management.

Jennifer Andrewes

2006 Journal of Communication Management

doi: 10.1108/13632540610664715

Purpose – The purpose of this paper is to provide a framework of excellence for the development of an online press office at Cardiff Council. Design/methodology/approach – The paper presents an analysis of key issues of public relations theory as they apply to the provision of an online press office. This is supported by a survey of journalists who have used Cardiff's media service and enhanced by assessment of examples of existing best practice across local authorities in the UK. Findings – The result is a suggested framework of nine core elements for excellence, which draws on theory and practice and could be applied by other local authorities. The study shows that provided these guiding principles are followed, a basic site can be as successful as one with all the bells and whistles. Originality/value – The paper makes a substantial contribution to the evidence base for the implementation of local authority online press offices in the UK.

Katharina Wolf

2006 Journal of Communication Management

doi: 10.1108/13632540610664724

Purpose – Public relations research into career advancement has been frequently criticised for its focus on gender discrimination and the prevailing dominance of American academics, while widely ignoring the perception of “industry insiders”. This paper aims to provide new insight into PR career progression. Design/methodology/approach – The paper considers alternative aspects to PR career progression, as emphasised by general management and continuous professional development literature, with a close examination of the UK's public relations industry and its practitioners' perceptions of career advancement impacting factors. Findings – The results gained were used to develop a Five‐step PR Career Progression Model, which may act as a useful starting point for further research into career advancement factors and the move towards a widely accepted set of career progression benchmarks for the UK's public relations industry. Originality/value – Overall, this paper encourages both PR academics and practitioners to work closely together on future research projects into career advancement in order to maximise the potential of the industry as a whole and improve career chances for individual practitioners.

F.E. Campbell; R.A. Herman; D. Noble

2006 Journal of Communication Management

doi: 10.1108/13632540610664733

Purpose – “Reputation management” is widely used as a rationale for public relations, although the public relations practice has problems with its own reputation. Public relations is presented in textbooks as a mature management discipline, yet the term “public relations” is rejected by many practitioners and academics. “Reputation management” may have been introduced to counter negative associations and to gain status for the practice. The purpose of this paper is to use critical theory to question the ideas and assumptions underlying “reputation management” and to examine contradictions within the term. Design/methodology/approach – The paper reviews what this theory has to say about public relations and its claim to be a mature management discipline. It examines how public relations practitioners explain their role to internal and external publics. Findings – An initial literature review suggests that the contradictions within “reputation management” mirror contradictions within public relations practice. Originality/value – The paper encourages debate in the public relations field.

Anne Gregory

2006 Journal of Communication Management

doi: 10.1108/13632540610664742

Purpose – The purpose of this paper is to present a development framework for government communicators. Design/methodology/approach – This paper describes how a working group approached the project which involved examining extant training frameworks from communication professional bodies, academic literature and practitioner communities; undertaking extensive interviewing and data collection from departments and obtaining input from external organisations in order to devise an original, process‐driven model which embeds a strategic approach to communication. The paper also outlines the collaborative way in which the model was developed which included extensive input from government communicators at all levels of seniority, ongoing consultation and testing with potential users, private sector organisations and accrediting professional bodies. Findings – Following a review of government communications in 2004, the new permanent secretary for government communication has begun to implement a range of initiatives. Work had already begun in the cabinet office on developing a more strategic approach to training and development and a working group was set‐up originate and launch a development framework (now called evolve) for the whole civil service communication community. Originality/value – The paper describes the development of evolve – an open, transparent and iterative approach which has elicited commendation and support from all the parties involved.

David Phillips

2006 Journal of Communication Management

doi: 10.1108/13632540610664751

Purpose – The purpose of this paper is to outline concepts that explore and extend the significance of public relations as a relationship management discipline. Design/methodology/approach – The paper postulates practice through which value is created to meet organisational objectives from the known or latent potential of tangible and intangible assets. In doing so, a definition and early research findings into the nature of relationships is put forwards and a definition of organisations as the nexus of relationships is proposed. The differentiation between organisational and interpersonal relationships is explored through a concept that organisations' tangible and intangible tokens are limited by a concept of materiality in a cultural setting. Findings – The paper posits that material value is released through a process of relationship change and a public relations practice of relationship management is put forward as a management discipline that can create value when the process of relationship management acting on material tokens is deployed. Originality/value – The paper explores how public relations is an agent for changing the value of organisations.