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|
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|Publisher Web site:||http://dx.doi.org/10.4018/978-1-4666-4999-6.ch006|
|Record Created:||06 Feb 2015 09:35|
|Last Modified:||06 Feb 2015 15:23|
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