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Image restoration and the management of reputation.

Linsley, P. and Slack, R. and Edkins, A. (2014) 'Image restoration and the management of reputation.', in Communication and language analysis in the corporate world. , pp. 89-107.


In September 2007, the directors of United Kingdom-based Northern Rock bank had to engage in crisis management following a run on the bank. The rhetoric of the bank’s pre- and post-crisis press releases is analysed in the chapter, and the findings confirm that the DICTION certainty variable increases post-crisis, and the optimism variable decreases post-crisis. According to the date of departure of the incumbent chief executive, the separation of the post-crisis period reveals additional significant changes in rhetoric. Notably, in the post-crisis period, but prior to the departure of the serving chief executive, the analysis reveals a propensity to: (1) intellectualise problems rather than act upon them, (2) seek to reassure but with an inability to speak ex-cathedra, and (3) make greater use of denial-related language whilst avoiding discussion of hardship matters resulting from the crisis.

Item Type:Book chapter
Full text:Publisher-imposed embargo
(AM) Accepted Manuscript
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Record Created:06 Feb 2015 09:35
Last Modified:06 Feb 2015 15:23

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