Monday, 5 December 2022
OMS definitions
Week 9: The communicative construction of risk and crisis
• Regenerative crises: involve multiple crises stages and publics
• Crisis: a major occurrence with a potentially negative outcome affecting the organisation,
company, or industry, as well as its publics, products, services, or good name
• Turning points: trigger points of sub-crises
• Influential social media creators, “who create crisis information for others to consume” and
their influential posted content will initiate and/or amplify a crisis for an organisation
• Social media followers, “who consume the influential social media creators’ crisis
information” based on three motivations: issue relevance, information seeking and sharing,
and emotional venting and support
• Social media inactives, “who may consume influential social media creators’ crisis
information indirectly through word-of-mouth communication with social media followers
and/or traditional media who follow influential social media creators and/or social media
followers”
• Service failure usually occurs when an organization fails to meet consumer desires; service
failure recovery describes the activities a service provider or company takes in response to
that failure (Fouroudi et al., 2020, p. 2575).
• Response: the ability to react to emerging risks through reconfiguring resources and
implementing appropriate crisis communication strategies (Ritchie, 2008)
• Signals are considered the presentation of corporate announcements and can convey
important information regarding the sender’s intention and abilities
• Crisis response framing: refers to the use of language to convey messages which appeal to
individual feelings and have an effect on consumer behaviour
Week 10: Politicisation
• Political salience: defined in many different ways by focusing, for instance, on different
institutions, formats, or timing of the political decision making
• Symbolic agendas: comprise of issues that are visible and are considered relevant by
political actors
• Resource agendas: referring to more substantial attention and political response
• Focusing events: sudden and harmful events, oftentimes referring to violent threats by
minority groups as an effective means to overcome existing biases
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OMS definitions
Week 9: The communicative construction of risk and crisis
• Regenerative crises: involve multiple crises stages and publics
• Crisis: a major occurrence with a potentially negative outcome affecting the organisation,
company, or industry, as well as its publics, products, services, or good name
• Turning points: trigger points of sub-crises
• Influential social media creators, “who create crisis information for others to consume” and
their influential posted content will initiate and/or amplify a crisis for an organisation
• Social media followers, “who consume the influential social media creators’ crisis
information” based on three motivations: issue relevance, information seeking and sharing,
and emotional venting and support
• Social media inactives, “who may consume influential social media creators’ crisis
information indirectly through word-of-mouth communication with social media followers
and/or traditional media who follow influential social media creators and/or social media
followers”
• Service failure usually occurs when an organization fails to meet consumer desires; service
failure recovery describes the activities a service provider or company takes in response to
that failure (Fouroudi et al., 2020, p. 2575).
• Response: the ability to react to emerging risks through reconfiguring resources and
implementing appropriate crisis communication strategies (Ritchie, 2008)
• Signals are considered the presentation of corporate announcements and can convey
important information regarding the sender’s intention and abilities
• Crisis response framing: refers to the use of language to convey messages which appeal to
individual feelings and have an effect on consumer behaviour
Week 10: Politicisation
• Political salience: defined in many different ways by focusing, for instance, on different
institutions, formats, or timing of the political decision making
• Symbolic agendas: comprise of issues that are visible and are considered relevant by
political actors
• Resource agendas: referring to more substantial attention and political response
• Focusing events: sudden and harmful events, oftentimes referring to violent threats by
minority groups as an effective means to overcome existing biases
1
