Kristin Pace

The acceptance of responsibility and expressions of regret in organizational apologies after a transgression

Purpose – When organizations face a crisis that is a result of a transgression, crisis scholars suggest that the organization should apologize in order to accept responsibility for the event. In turn, this is expected to reduce the reputation damage to the organization. The assumption is that an apology statement is interpreted by stakeholders to be equal to accepting responsibility; however, this assumption has not been empirically examined. This paper seeks to address that gap.Design/methodology/approach – A three (explicitness of accepting responsibility: none, implicit, explicit) by two (expressing regret: none, explicit) between subjects design was employed. Participants read an article about a crisis event, answered questions about perceived reputation, read one of six organizational responses, and responded to questions about reputation and anger caused by the response.Findings – Results indicate that both accepting responsibility and expressing regret affect perceptions of reputation after a crisi...

Localized Prostate Cancer Treatment Decision-Making Information Online: Improving its Effectiveness and Dissemination for Nonprofit and Government-Supported Organizations

The current study reports findings from evaluation research conducted to identify how online prostate cancer treatment decision-making information can be both improved and more effectively disseminated to those who need it most. A multi-method, multi-target approach was used and guided by McGuires Communication Matrix Model. Focus groups (n = 31) with prostate cancer patients and their family members, and in-depth interviews with physicians (n = 8), helped inform a web survey (n = 89). Results indicated that physicians remain a key information source for medical advice and the Internet is a primary channel used to help make informed prostate cancer treatment decisions. Participants reported a need for more accessible information related to treatment options and treatment side effects. Additionally, physicians indicated that the best way for agencies to reach them with new information to deliver to patients is by contacting them directly and meeting with them one-on-one. Advice for organizations to improve their current prostate cancer web offerings and further ways to improve information dissemination are discussed.

A 10-Year Content Analysis of Original Research Articles Published in Health Communication and Journal of Health Communication (2000–2009)

This study presents data from a content analysis of original research articles published in Health Communication and Journal of Health Communication from 2000 to 2009. The authors coded 776 articles using categories that identified health topics, theory, population characteristics, and methods used in each study. Distinctions between the published research in Health Communication and Journal of Health Communication are highlighted. Across both journals, findings demonstrated articles sometimes lack racial demographic information, primarily perform research in the United States, rely heavily on survey data, and often lack a theoretical framework. The top physical health topic addressed across both journals was cancer, and the top non–physical health topic addressed was the role of media in health. Journals displayed differences in several areas and those differences often mirrored each journals stated objectives. Results are discussed in terms of their implications for expanding health communication research to be reflective of issues salient to public health within the United States and around the world.

A Diffusion of Innovations Approach to Understand Stakeholder Perceptions of Renewable Energy Initiatives

This study uses diffusion of innovations (DOI) as a framework for formative research to understand different stakeholders’ perceptions of renewable energy initiatives (i.e., wind, solar, and biomass). Focus groups (N =12) were conducted with several different stakeholders in Michigan: farmers (n = 17), rural residents (n = 20), urban residents (n = 30), citizen activists/environmentalists (n = 13), and individuals who live in tourist-based economies (n = 7). Data were analyzed based on DOI constructs. Results suggest that farmers would be considered early adopters, while urban residents would fall in the late majority. Overall, stakeholder groups perceived renewable energy to be relatively advantageous and compatible with their values.

An Experimental Study of Medical Error Explanations: Do Apology, Empathy, Corrective Action, and Compensation Alter Intentions and Attitudes?

Medical malpractice lawsuits are a growing problem in the United States, and there is much controversy regarding how to best address this problem. The medical error disclosure framework suggests that apologizing, expressing empathy, engaging in corrective action, and offering compensation after a medical error may improve the provider–patient relationship and ultimately help reduce the number of medical malpractice lawsuits patients bring to medical providers. This study provides an experimental examination of the medical error disclosure framework and its effect on amount of money requested in a lawsuit, negative intentions, attitudes, and anger toward the provider after a medical error. Results suggest empathy may play a large role in providing positive outcomes after a medical error.

Exploring Differences and Similarities in Predictors and Use of Upward Influence Strategies in Two Countries

Building on past research the current study compares the use of upward influence (UI) strategies within and between two countries (the United States and Colombia). Continuing with the shift to understand the predictors of UI strategy selection, this study explores perceptions of leader-member exchange (LMX) and power distance (PD) as predictors of UI strategy use in the United States and Colombia. Results suggest that participants from the United States and Colombia do not differ in their use of UI strategies, and predictors of UI strategy use work differently based on the type of strategy with no differences between countries. Implications of these results are discussed.

Promoting Mental Health Help-Seeking Behavior Among First-Year College Students

ABSTRACT Awareness and utilization of mental health services on college campuses is a salient issue, particularly for first-year students as they transition into college life. The current study uses focus groups and surveys to test help-seeking messages for first-year students. In this formative research, Phase 1 focus-group participants (N = 47) discussed four message concepts related to awareness of symptoms of mental health problems and services available to students. Phase 2 participants (N = 292) viewed one of three message concepts and then completed items that measured their perceptions of the message. Focus-group results helped prioritize likely effectiveness of messages based on responses to message features and provided an understanding of mental health help-seeking perceptions among college students. The quantitative results indicate the messages have potential for increasing awareness of mental health issues, as well as promoting availability of campus resources. Implications for tailoring campaign messages to first-year students are discussed.