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The field of strategic communication encompasses a burgeoning crisis communication literature that seeks to identify effective and ineffective crisis communication efforts. Strategic communication has identified an array of crisis response strategies and the factors that determine when these response options are effective or ineffective. This article extracts key lessons from the crisis communication research to develop a set of guidelines managers can use to inform their crisis communication efforts. The analysis includes an examination of the crisis response strategies and their desired outcomes, the timing of crisis responses, and the situational factors that have proven to affect the effectiveness of crisis response strategies. The research results provide the foundation for evidence-based crisis communication. The guidelines help managers to understand how their communicative choices will impact the corporate reputation and other important crisis outcomes, and will help managers to make informed choices about crisis communication.

This article examines an important issue in crisis management: how to influence public perceptions of the news media's reporting of a crisis. Previous research has found that congruency between the regulatory orientation of a consumer and a product recall message-also known as the regulatory fit effect--increases compliance with a product recall request. Could the creation of a regulatory fit effect prior to reading a news article about a crisis also be beneficial to a company? Two separate experiments conducted in the United States and India involving crises in different industries (airline and tires) examined this issue, and found that contrary to previous research, reactions toward the company were more negative in termsofexpectationsfor a product recall and future purchase intentions. The findings revealed that these negative consumer reactions occurred because regulatory fit enhanced people's vulnerability to harm after reading the article. These results suggest that a company should consider creating regulatory non-fit in order to influence the public's perceptions of a crisis.

Product-harm crises are common in today's marketplace and are expected to occur with escalating frequency as products become increasingly complex, product-safety legislation evolves, and always-demanding customers continue to press for more. A product-harm crisis may cause major revenue losses, lead to costly recalls, and destroy carefully nurtured brand equity. Moreover, the crisis may not only be devastating for the affected brand, but also influence the entire category when other brands are perceived as guilty by association. Despite these enormous stakes, marketing managers are often unprepared to react appropriately to product-harm crises. Managers frequently increase advertising support or decrease price in the wake of a product-harm crisis in an attempt to regain lost consumers. Competitors in the same category may also boost advertising expenditures or lower their prices to benefit from the misfortune of the affected brand(s). This article provides insights regarding the effectiveness of these strategies in the wake of a product-harm crisis. The extant literature has shown that the effectiveness of these strategies depends largely on the role of the brand in the crisis--affected or not--and the characteristics of the crisis.

This article focuses on crisis management and leadership by executives, boards, and institutions and applies research on resilience, power, and sensemaking in the analysis of the ousting and subsequent return of a chief executive by the board of directors. Insights are shared on the transparency of information, the power of social media, the role of leaders in a crisis, and the ability of different voices to be heard and exert influence in our social media age. This case study provides a set of recommendations for leadership and crisis management in the contemporary business environment by showing how a crisis can be fueled by social media. Twitter is analyzed as a source of real-time news and information, which can have a significant impact on organizations and their strategies. Furthermore, implications for new executives are highlighted, with a focus on how their initial sensemaking process shapes the ability to respond to a crisis.

Social media (SM) are transforming the ways in which customers communicate with firms following service failures. While there is a positive side to this phenomenon, there is also a negative side, which can lead to serious social media crises. In light of this duality, the current article addresses the good, the bad, and the ugly uses of SM in the customer complaining process. Herein, we identify six different types of SM complaining situations. The good represent opportunities: (1) when customers complain to the company online immediately after a first-service failure, or (2) when consumers publicize extraordinary recoveries. The bad involve risks: (3) when customers discuss a failure without complaining to the firm, or (4) when consumers reach out to online third-party complaint intercessors. The truly ugly represent the peak of online threats and public crises: (5) when customers spread negative publicity through user-generated content SM following a double deviation, or (6) when competitors respond to this content to steal customers. As a takeaway for managers, we formulate specific recommendations to deal with each type of online complaining.

Many companies today believe that corporate social responsibility (CSR) acts as a reservoir of goodwill, insulating the firm from the negative impacts of a crisis. Yet, the impact of CSR on public reaction to corporate crises is more complex. Drawing on research on stakeholder reactions to CSR and--more specifically--corporate crises, we present a contingent framework for understanding the roles of CSR in corporate crises and how to manage it. This framework posits that CSR plays four important roles: it (1) increases stakeholders' attention to crises, (2) affects blame attributions, (3) raises expectations, and (4) changes stakeholders' evaluations of crisis situations. Several factors underlying these roles are also discussed. Overall, this article underscores that while CSR may insulate companies and mitigate stakeholders' negative responses in some cases, in others it may actually lead to the opposite effect, amplifying the negative impact of a crisis. The article ends with a brief discussion of the implications of our framework for effective crisis management strategies in the age of CSR.

Why has the incidence of corporate crisis risen markedly in China? Why are foreign firms frequently targeted by the Chinese authorities and how should they deal with it? Addressing these pivotal questions is essential for effective management of corporate crisis in the Chinese market. Herein, we describe the background of relevant institutional and market environments in China. Then we introduce three prominent principles deeply rooted in Chinese thinking and business practice--sentiment, reason, and law--and pinpoint how they relate to crisis management. Several cases drawn from well-known corporate crises are utilized to illustrate the dynamic relationships among these three fundamental principles. We proceed to highlight the importance of sentiment and emphasize the delicate balance between sentiment and law. Finally, we elaborate how different forms of institutional capital and social media can be employed to manage sentiment, reason, and law so as to curtail and tackle corporate crisis.

While financial statements are the responsibility of management, they are ultimately a product of collaboration between management and their auditors--likely involving negotiations over proposed audit adjustments. This installment of Accounting Matters discusses the implications of prior research in psychology and social psychology regarding negotiations as applied to the context of auditor-client management negotiations. Specifically, we consider recently published research by Hatfield and colleagues regarding how these auditor-client discussions may be influenced in unexpected ways if not viewed through the lens of negotiation. This research finds that explicit consideration of negotiation characteristics (e.g., whether the unaudited financial statement data is the 'first offer' of client management, whether negotiations have created reciprocity pressures for the current negotiation) can influence these auditor-client discussions in predictable ways. Understanding the unconscious biases resulting from these 'negotiation rules' is key for auditors to effectively translate audit quality into improved financial statement quality.

Until recently, most manufacturing processes have been 'subtractive' in that matter is removed (e.g., scraped, dissolved, turned, machined) from a substance in order to produce the desired product. 3-D printing turns traditional manufacturing on its head in that it uses an 'additive' process. Similar to laser and inkjet printers, 3-D (three-dimensional) printers produce pieces by depositing, or adding, layers of material--plastic, polymer filaments, metals, and even foodstuffs--until the desired product is realized. This means that the creation and production of 'one-offs' is not only easy, it is also economically viable. 3-D printers are becoming ever more affordable, and it is not hard to envision them being as common in most homes in the near future as their two-dimensional counterparts are today. This article presents a 3-D printing primer for non-technical managers. It then considers the profound impact that 3-D printing will have on firms of all kinds as well as on individual consumers. In addition, it raises the substantial questions that 3-D printing will pose to policy makers from both intellectual property and ethical standpoints.

Closing time for a retailer or service provider represents a time when a store is in transition from an open domain to a closed domain. During this time, employees' tasks change from primarily serving customers to managing their closing time activities while concurrently serving customers. As such, shoppers are impacted by employee actions and closing time duties, often in a negative way. We found through our research that customers act with retaliatory, territorial behaviors, and employees report stress and annoyance over closing time practices, yet managers consistently say no problems exist with their closing time practices. In this article, we outline three key problems retailers face in their closing time practices and offer guidance on how to overcome these obstacles.

A new concern is beginning to gain notoriety in society: human trafficking. This issue, which can result in slavery, should concern businesses. Almost 30 million slaves exist globally today. The fact that human trafficking is a $32 billion business indicates either indifference for human rights or an ignorance of the injustice occurring. Even though companies may be against the idea of human trafficking, they may not recognize that they could be contributing to this problem through their business operations and relationships. However, companies can exercise social responsibility by using their influence over suppliers and business partners to prohibit human trafficking. This article examines the extent to which companies are involved in combating human trafficking, and helps companies identify where they are at risk for involvement with human trafficking. Moreover, steps are suggested to prevent human trafficking from occurring within company operations and supply chains.

"Thin political markets" are the processes through which some of the most complex and critical institutions of our capitalist system are determined-e.g., our accounting-standards infrastructure. In thin political markets, corporate managers are largely unopposed-because of their own expertise and the general public's low awareness of the issues. This enables managers to structure the "rules of the game" in self-serving ways. The result is a structural flaw in the determination of critical institutions of our capitalist system, which, if ignored, can undermine the legitimacy of the system. This article provides some ideas on how to fix the problem.

The past few decades have seen an increasing role for the private sector in poverty alleviation. The variety of names used to describe these initiatives-corporate social responsibility, social enterprise, base of the pyramid, impact investing, not-for-loss business, and corporate philanthropy-obscures the similarity among them: they all sacrifice economic profits in return for social impact. This article uses economic theory to develop a cost-based taxonomy of private sector initiatives in poverty alleviation by taking into consideration which costs are being subsidized. This highlights the incentive effects, allowing the donor to increase the efficiency and impact of the initiative.

Can innovation and entrepreneurship stimulate economic growth in diverse communities, or is it only effective in a few unique places like Silicon Valley? This article identifies the salient components, behaviors, and linkages that characterize Silicon Valley and explores how these characteristics apply in a diverse selection of economic communities in Europe, Asia, and Latin America. It focuses on the role institutions-such as governments, universities, major corporations, and NGOs-play in shaping such communities. It provides insights for government policy makers on how to enhance their region's innovation potential, and offers strategies for entrepreneurs and venture investors as to how to leverage the benefits of clusters of innovation, wherever one is located.

When it comes to agility, startups have an edge over large corporations-whereas large corporations sit on resources which startups can only dream of. The combination of entrepreneurial activity with corporate ability seems like a perfect match, but often goes unused. This article examines how large corporations from the tech industry have begun to tap into entrepreneurial innovation from startups. Prominent examples are used to inductively derive a set of four models commonly used to engage with startups and to describe their characteristics, challenges, and rationales. While corporate equity is the key mechanism behind more established models, newer approaches replace equity with shared technology to connect both worlds with fewer organizational costs. This article presents a typology of corporate mechanisms to engage with startups that balance speed and agility against control and strategic direction, to map the ways companies can bridge the gap between themselves and the startup world.

Can a one-time incentive induce workers to commit to short- and long-term training to remain competitively employable? A one-time offer of $60 was given to workers who finished two courses within 4 months. It had a remarkable, positive effect on training participation during this period, and a sustained effect beyond it, but this only occurred when two psychological techniques were used to increase commitment to training and to shape perceptions of the incentive. These results have practical implications for companies and governmental organizations wanting well-trained workforces to sustain growth in competitive environments.

Sodexo was founded in 1966 to provide food and catering services to businesses, schools, hospitals, and other institutions. When the French space agency, a client, asked the company to organize cleaning and maintenance for its base in Guyana as well, it was an early sign that Sodexo could extend its reach into previously unconsidered areas. Companies have outsourced so many functions for so many years that managing and coordinating the work of their suppliers has become a significant challenge. Some of them realize that working with a single integrated provider such as Sodexo--which now manages everything from employee cafeterias to HVAC systems, landscaping, incentive programs, and employee benefits--is far easier. Over the past decade Sodexo has diversified broadly and globally while observing four basic rules: (1) Be true to the business model. Almost all Sodexo's services can be provided by an individual or a team and don't require capital investments in property or serious machinery. (2) Make people happy and productive. An orientation toward the needs of the individuals who actually use the company's services guides choices about what Sodexo will or will not do. (3) Help clients execute strategy. Direct dialogue with top management differentiates the company and demonstrates that its offerings are not just commodities. (4) Rely on employees, not subcontractors. Sodexo owns the businesses it's in and works hard to motivate and develop its employees.

Almost 120 million people in the European Union are classified as at risk of poverty or social exclusion. Although many companies offer low-cost products and services, they have largely ignored the needs of these consumers. In this article the founder of Grameen Bank and his coauthors describe how five leading companies, working through the not-for-profit Action Tank, have developed "social business" models to serve the bottom of the pyramid in France. Those companies include Danone, which works with the French Red Cross to provide low-income parents with affordable and nutritious food for children aged six months to 24 months; Essilor, which provides easily affordable reading glasses to poor pensioners; and Renault, whose project Mobiliz aims to resolve transportation issues for poor people. In rural areas without public transportation, that involves a network of "solidarity garages" that repair damaged or broken cars at a nominal cost. A social business has three characteristics: It seeks to alleviate social problems; it must be run sustainably; and any profits must be reinvested in the company rather than funneled back to shareholders. Unlike a low-cost business, a social business determines up front who will be eligible for its offer and strives to maintain high quality in its product or service. The spillover effects of creating one may in the long run be as commercially valuable as the profits of a low-cost business. Those effects include uncovering opportunities for innovation in new markets, motivating employees, and enhancing the company's reputation.

Two-thirds to three-quarters of large organizations struggle with execution. And it's no wonder: Research reveals that several common beliefs about implementing strategy are just plain wrong. This article debunks five of the most pernicious myths. (1) Execution equals alignment. Processes to align activities with strategy up and down the hierarchy are generally sound. The real problem is coordination: People in other units can't be counted on. (2) Execution means sticking to the plan. Changing market conditions demand agility. (3) Communication equals understanding. E-mails and meetings about strategy are relentless--but executives change and dilute their messages. Only half of middle managers can name any of their company's top five priorities. (4) A performance culture drives execution. Companies need to reward other things too, including agility, teamwork, and ambition. (5) Execution should be driven from the top. It lives and dies with managers in the middle--but they are hamstrung by the poor communication from above. Redefining execution as the ability to seize opportunities aligned with strategy while coordinating with other parts of the organization can help managers pinpoint why execution is stalling and focus on the factors that matter most for translating strategy into results.

As established markets become less profitable, companies increasingly need to find ways to create and capture new markets. Despite much investment and commitment, most firms struggle to do this. What, exactly, is getting in their way? The authors of the best-selling book "Blue Ocean Strategy" have spent over a decade exploring that question. They have seen that the trouble lies in managers' mental models--ingrained assumptions and theories about the way the world works. Though these models may work perfectly well in mature markets, they undermine executives' attempts to discover uncontested new spaces with ample potential (blue oceans) and keep companies firmly anchored in existing spaces where competition is bloody (red oceans). This article describes how to break free of these red ocean traps. To do that, managers need to: (1) Focus on attracting new customers, not pleasing current customers; (2) Worry less about segmentation and more about what different segments have in common; (3) Understand that market creation is not synonymous with either technological innovation or creative destruction; and (4) Stop focusing on premium versus low-cost strategies.