William L. Benoit

Image repair discourse and crisis communication

Abstract This article describes the theory of image restoration discourse as an approach for understanding corporate crisis situations. This theory can be used by practitioners to help design messages during crises and by critics or educators to critically evaluate messages produced during crises. I begin by describing and illustrating the basic concepts in this theory. Then, I offer suggestions for crisis communication based on this body of theory and research. William L. Benoit is Associate Professor of Communication, University of Missouri, Columbia, MO.

Accounts, excuses, and apologies : a theory of image restoration strategies

ACCOUNTS EXCUSES AND APOLOGIES A THEORY OF IMAGE RESTORATION STRATEGIES PDF Our collection Article Ebook accounts excuses and apologies a theory of image restoration strategies is recomended for you. And our collection is always available. You can finding accounts excuses and apologies a theory of image restoration strategies in the biggest our collection ebooks, in our collection website. Perfect for all, they are easy to use and download. accounts excuses and apologies a theory of image restoration strategies PDF may not make exciting reading, but accounts excuses and apologies a theory of image restoration strategies is packed with valuable instructions, information and warnings. We also have many ebooks and user guide is also related with accounts excuses and apologies a theory of image restoration strategies PDF, include : Accounts Relating To Greenwich Hospital 1805 1816 1817, Acura Rdx Manual, Adirondack Tales A Girl Grows Up In The Adirondacks In The 1880s, Admirals Andrew Lambert, Adobe Illustrator Cs6 Manuale Italiano, Advanced Mathematical Concepts Study Guide Answers, Aeschylus Persae 0, and many more ebooks article.

AT&T: “Apologies are not enough”

AT&Ts long distance service interruption in New York on September 17, 1991 was a serious threat to its image. After some initial confusion, including an ill‐advised attempt to shift the blame to lower level workers, Richard Allen, Chairman of AT&T, placed a full page newspaper advertisement to restore its image. This essay critically analyzes that statement, extending previous work on image restoration discourse by Benoit, Gullifor, and Panici (1991). Three primary strategies were developed appropriately in the discourse: mortification, plans for correcting the problem, and bolstering.

The Tarnished Star Restoring Texaco’s Damaged Public Image

When a secret tape of an executive meeting surfaced, Texaco was accused of racism. A memorable sound bite referred to African Americans as “black jelly beans” who were “glued to the bottom of the jar”. This study examines management’s response to this image crisis. Peter Bijur, chair of Texaco, disseminated six messages enacting four image restoration strategies: bolstering, corrective action, mortification, and shifting the blame. However, the blame was not transferred to an external entity but to a subgroup of the accused (a small group of employees characterized as “bad apples”). For this strategy to be effective, the target group must be identified and clearly distanced (separated) from the rhetor engaging in image repair.

Hugh Grant's image restoration discourse: An actor apologizes

Hugh Grant was arrested in Hollywood for lewd behavior with a prostitute. He appeared on “The Tonight Show,”; “Larry King Live,”; “The Today Show,”; “Live with Regis and Kathie Lee,”; and “The Late Show”; both to defend his image and to promote his new film, “Nine Months.”; Grant used mortification, bolstering, attacking ones accuser, and, to a lesser extent, denial to help restore his reputation. This essay uses this case as a springboard to contrast entertainment image repair with political and corporate image repair, arguing that important situational differences can be identified.

A Critical Analysis Of USAir's Image Repair Discourse

Faced with a crisis, what can a business say? Crisis communication literature tends to focars on what to do before and after a crisis and on the kinds of crises corporations face. Less attention is given to the options available within mes sages about a crisis. The theory of image restoration provides a useful key to composing such messages. This article applies the theory to one case study in image repair discourse: USAirs response to media coverage of the crash of one of its aircraft in Pittsburgh in 1994. Introducing such case studies in the classroom helps students to understand the basic tenets of persausion in the highly charged context of repairing a corporate reputation after an attack.

Dow corning's image repair strategies in the breast implant crisis

>Recent research in the area of image restoration discourse asserts that organizations may respond to verbal assaults in a variety of ways, all of which are intended to limit the impact of the attack and repair the organizations damaged image. The present essay analyzes the strategies used by the Dow Corning Corporation in its efforts to restore its public image following heavy criticism about the safety of its silicone breast implants. Our critique results in two important conclusions. First, Cornings discourse, which denied charges of implant unhealthfulness and evaded responsibility for the product, prolonged attacks against the companys image. Only when Corning took responsibility and promised corrective action did the assaults subside. Second, this essay demonstrates the usefulness of the recently developed theory of image restoration discourse in critiquing rhetorical discourse intended to vanquish attacks against ones image.

Sears’ repair of its auto service image: Image restoration discourse in the corporate sector

Jim Conran of the California Department of Consumer Affairs accused Sears’ auto repair centers of overcharging their customers. This accusation raised serious questions about whether Sears’ customers could really “Count On Sears” as its advertisements had assured us for years. I analyze this persuasive attack and apply the theory of image restoration discourse to Sears’ attempt to restore its tarnished reputation. I argue that the accusations were persuasive, while Sears’ response—especially its initial response—was weak.

The Tonya Harding controversy: An analysis of image restoration strategies

This essay critically analyzes Tonya Hardings defense of her image in Eye‐to‐Eye with Connie Chung, applying the theory of image restoration discourse (Benoit, 1994). The principle strategies employed on her behalf are bolstering, denial, and attacking her accuser (defeasibility plays a relatively minor role). While these strategies are generally appropriate, they were not developed very effectively in this instance. The discourse portrayed Harding in a fashion that was inconsistent with the audiences probable impression of her. Her lie about when she first learned of the attack severely undermined her credibility, and the discourse did not remedy this obstacle. Several others contradicted her assertions, and she did not challenge apparently incriminating evidence. Accordingly, we evaluate this as ineffective, and public opinion polls confirm our judgment. Finally, we discuss implications of our analysis.

Functions of the great debates: Acclaims, attacks, and defenses in the 1960 presidential debates

This study applies the functional theory of political campaign rhetoric to investigate the classic 1960 Nixon‐Kennedy debates. All three kinds of utterances appeared in these debates (acclaims were most common at 49%, attacks followed at 39%, and defenses comprised 12% of their themes). The candidate from the incumbent party, Vice President Nixon, acclaimed more, whereas the challenger, Senator Kennedy, attacked, more. The candidate who was the target of the most attack, Nixon, produced the most defense. Both candidates directed more of their remarks to policy than character. Past deeds were a major component of Nixons acclaims and Kennedys attacks. General goals and ideals were more frequently the basis of acclaims than attacks. The most common form of defense in these debates was denial.