Proceedings of 10th Global Business and Social Science Research Conference
23 -24 June 2014, Radisson Blu Hotel, Beijing, China, ISBN: 978-1-922069-55-9
Ensuring Communication Effectiveness during Times of
Crisis
Robert S. Fleming and Faye X. Zhu
Contemporary organizations face many challenges related to their continued success
and survival. An area of growing concern and attention in many organizations is crisis
management. Astute managers recognize that crisis prevention, recognition, and
resolution represent mission-critical capabilities of successful contemporary
organizations. An integral component of successful crisis management is ensuring
communication effectiveness during times of crisis.
The various stakeholders of an organization, including customers, employees, and
owners, have expectations regarding information dissemination during times of crisis.
They desire to receive information that is accurate, credible, complete, professional and
timely. They likewise anticipate that organizations that they have relationships with will
be proactive, rather than reactive, in ensuring that available information fully meets their
expectations. The advent, commercialization, and availability of the Internet and social
media have complicated information dissemination in that any individual with a smart
phone can capture and report on a breaking news story involving one or more
organizations.
This research examined the challenges that contemporary organizations face in ensuring
effective communication during times of crisis and communication strategies and
techniques that are available to enhance communication effectiveness during these
unfortunate times. Lessons learned from Hurricane Sandy will be discussed in the
interest of understanding the role of effective communication in ensuring business
continuity, survival, and success.
_______________________________________________________________________________
Drs. R. S. Fleming and F. X. Zhu, Department of Management & Entrepreneurship, Rorher College of
Business, Rowan University, Glassboro, New Jersey, U.S.A.