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传播学视野下的危机传播被认为和组织传播、集合行为、群体传播和大众传播密不可分。它指企业、组织或政府面对危机事件所采取的以减少危机损坏程度为目的的,沟通信息、树立形象的公关传播策略~([1])。本文的案例选择了英国伯明翰的“遗忘”慈善商店,其在2012年4月处理危机情境的范例值得借鉴。本文运用库姆斯的情境危机传播理论结合案例进行分析,探讨了相应策略,为处理类似危机传播提供了参考。
Crisis communication in the view of communication is considered to be inextricably linked with organizational communication, collective behavior, mass communication and mass communication. It refers to enterprises, organizations or governments in the face of crisis events to reduce the extent of crisis damage for the purpose of communication, establish an image of the PR strategy ~ ([1]). The case of this article chooses the “Forgotten” charity shop in Birmingham, United Kingdom, which is worth learning from the example of handling crisis situations in April 2012. In this paper, Coombs’ situational crisis communication theory is used to analyze the case, and the corresponding strategies are explored to provide references for dealing with the similar crisis.