The digital age has amplified the necessity of these theories, as seen in the 2017 United Airlines incident where a passenger was forcibly removed from an overbooked flight. The initial response from CEO Oscar Munoz was defensive, referring to the passenger as "disruptive" and "belligerent." This aligns with Benoit’s "attack the accuser" strategy.
To manage a crisis effectively, leaders must understand why stakeholders react the way they do. Academic theories provide the blueprints for these psychological and social dynamics. 1. Situational Crisis Communication Theory (SCCT) The digital age has amplified the necessity of
To avoid similar crises, organizations can follow best practices in crisis communication management: SCCT worked because the low responsibility reality was
Tylenol regained 95% of market share within a year. SCCT worked because the low responsibility reality was matched with high transparency and victim-centered action . The digital age has amplified the necessity of