Culture and Crisis Communication

A collection of case studies from nonwestern countries that offers an analysis of the significant role culture plays in crisis communication

Culture and Crisis Communication presents an examination of how politics, culture, religion, and other social issues affect crisis communication and management in nonwestern countries. From intense human tragedy to the follies of the rich, the chapters examine how companies, organizations, news outlets, health organizations, technical experts, politicians, and local communities communicate in crisis situations. Taking a wider view than a single country's perspective, the text contains a cross-cultural and cross-country approach. In addition, the case studies offer valuable lessons that organizations that wish to operate or are operating in those cultures can adopt in preparing and managing crises.

The book highlights recent crisis events such as Syria's civil war, missing Malaysia Flight MH370, andJapan's Fukushima Daiichi nuclear power plant disaster. Each of the case studies examines how culture impacts communication and responses to crises.

Authoritative, insightful, and instructive, this important resource:

• Analyzes how nonwestern cultures respond to crises

• Covers the role of culture in crisis communication in recent news events

• Includes contributions from 18 international authors who provide insight on nonwestern culture and crisis communication

Written for communication professionals, academics, and students, Culture and Crisis Communication presents an insightful introduction to the topic of culture and crisis communication and then delves into illustrative case studies that explore intra-cultural and trans-boundary crisis communication.

Autorentext

AMISO M. GEORGE, PhD, APR, Fellow PRSA, is an Associate Professor and the former Head of the Strategic Communication Department at the Bob Schieffer College of Communication at Texas Christian University, Fort Worth, USA. KWAMENA KWANSAH-AIDOO, PhD, MPRIA, is an Associate Professor of Public Relations/Marketing, and former Associate Dean, International, and Head of Academic Group (School) Communication, Marketing and Tourism at Swinburne University of Technology, Melbourne, Australia.

Inhalt
A Note from the Series Editor xi

Author Biographies xiii

Foreword xxiii

Preface xxvii

Acknowledgments xxix

I INTRODUCTION

1 Setting the Scene: Communication, Culture and Crisis in a Transboundary Context 3
Kwamena Kwansah-Aidoo and Amiso M. George

II AFRICA

2 Egypt: Dealing with Political and Cultural Crisis in a Troubled Middle East Region 21
Ibrahim Saleh and Heba Metwali

3 Ghana: Embarrassing the Nation to Pay Brazil: The Ghana Black Stars Player Revolt at the 2014 FIFA World Cup 38
Kwamena Kwansah-Aidoo

4 Nigeria: Containing Ebola in Nigeria: Lessons in Effective Risk and Crisis Communication 57
Amiso M. George

5 South Africa: Killing in the Name of Stolen Jobs: The April 2015 Xenophobic Attacks in South Africa 76
Kwamena Kwansah-Aidoo and Ibrahim Saleh

III ASIA/EURO-ASIA

6 China and Taiwan: One Crisis, Two Responses: A Transboundary Analysis of the Melamine-Tainted Milk Powder Crisis in China and Taiwan 99
Yi-Hui Christine Huang and Joanne Chen Lyu

7 India: They Came by Boat: The 2008 Terrorist Attack on Mumbai 119
Soumitro Sen and Uttaran Dutta

8 Indonesia: Power Distance, Uncertainty Avoidance, and Rukun: Managing the Transboundary Haze Crisis in Indonesia 136
Reidinar Juliane Wardoyo and Augustine Pang

9 Japan: Culture as Crisis Communication: Tokyo Electric Power Company and the Fukushima Daiichi Nuclear Power Plant Disaster 153
Cornelius B. Pratt and Ronald Lee Carr

10 Kazakhstan: Understanding the Zhanaozen Crisis Through the Intercultural Lenses of Eurasianism in Kazakhstan 167
Elena Kolesova and Dila Beisembayeva

11 Malaysia: Almost Without a Trace: Missing Flight MH370, Culture and Transboundary Crisis Communication in the Era of Social Media 184
Kwamena Kwansah-Aidoo and Amiso M. George

12 Singapore: Cultural Impediment or Reflection of Global Phenomenon: State of Social Media Crisis Preparedness in Singapore 209
Augustine Pang and Christabel Reena David

13 South Korea: Going Nuts Over Nuts: The Korean Air Ramp Return Crisis 225
Jangyul Robert Kim and Kyung-Hyan Yoo

IV MIDDLE EAST

14 Syria: A Battle for Hearts and Minds: Dealing with Syria's Intractable Humanitarian Catastrophe 243
Kwamena Kwansah-Aidoo and Ibrahim Saleh

15 Turkey: Nothing Will Ever Be the Same: The Borusan Case and the Socio-Cultural Dynamics of Crisis in Turkey 270
Ebru Uzuno?glu and Selin T¨urkel

V LATIN AMERICA

16 Brazil: Gone with the Mud: Learning from the Nitero´ i Disaster in Brazil 289
Regina Coeli da Silveira e Silva and Amiso M. George

17 Colombia and Guatemala: When Conflict Shifts: An Analysis of Chiquita Brands' Transnational Crises in Colombia and Guatemala 308
Juan-Carlos Molleda and Gabriel C. Stephen

VI CONCLUSION

18 Looking Ahead: Planning for Crisis Communication Across Cultural and Transboundary Contexts 327
Amiso M. George and Kwamena Kwansah-Aidoo

A Sample Crisis Plan 342

B Public Relations Crisis Tool Kit 346

C Administrative Crisis Response Scenario: Internal

Facility Disaster 352

D Incident Report Form 355

E Holding Statement 357

F Initial Media Statement 358

G Crisis Communications Roles and Responsibilities 359

H Sample Media Contact Log 361

I Media Statement 362

J Key Message 363

Index 365