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(Journal Article) |
Public Relations Review 43 (3): 517-526 (2017)
A qualitative meta-analysis of apologia, image repair, and crisis communication: Implications for theory and practice
Colleen Arendt
,
Megan LaFleche
,
Mary Alice Limperopulos
ABSTRACT
Abstract
This qualitative meta-analysis examines thirty years of the apologia, image repair and crisis communication literature. We analyzed 110 articles across 51 peer-reviewed journals from 1986 to 2016 to determine any themes or patterns in the strategies used by organizations and/or individuals facing crises or threatened reputations. Our analysis found that corrective action is the most successful and third most common strategy, particularly when paired with another strategy, such as reducing the offensiveness or bolstering. Denial, in contrast, is the least successful strategy, particularly when paired with evasion of responsibility, or reducing the offensiveness. Yet denial was the most frequently used strategy. Our analysis also uncovered mitigating factors that help shape success or failure, including one’s guilt or innocence, remaining silent, potential legal action, the scope of the crisis, and promptness in responding. Theoretical implications include a broader understanding of strategies people choose as well as intersecting contexts and factors that determine success or failure. Practical implications center on helping practitioners better utilize image repair strategies.
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