Crisis Communication: A Case Study in Tenaga Nasional Berhad

Mat Tazin, Saidathul Nizah (1999) Crisis Communication: A Case Study in Tenaga Nasional Berhad. Masters thesis, Universiti Pertanian Malaysia.

[img] PDF
2123Kb

Abstract

Establishment of crisis communication by all organisations regardless of their sizes is vital to avoid chaos during crisis. Many organisations had encountered catastrophes but failed to identify the importance of crisis communication. This study was conducted specifically to determine the importance of crisis communication as a catalyst in dealing with the catastrophes in the service industries and highlighted the distinctive management function of public relations in managing crisis. Corporate Communication Department of TNB was chosen as a case in point and a case study method was applied. Determination of channel utilisation and manufactures of vivid messages as strategies in crisis communication were proven in giving the opportunity to enhance and maintain the image of organisations. Based on Information-Integration Theory and Image Restore Discourse Theory. the role of channels and messages were proven vital in establishing crisis communication. In fact, the Four Steps Process which is a basic skill for public relations planning concerning the management function i.e. research, planning, communication and evaluation has revealed the significance of communications in management. This study also proposed a brief guideline of crisis communications to be considered by the service industries. The guideline provide step-by-step communication actions to be considered before implementing crisis communication such as preparation before indulging into crisis, determine crisis team members, determine crisis stages, identifying problem to crisis and salient public, construct techniques and strategies on communications and actions, designate two separate areas in conducting crisis, producing a waterproof "Crisis Communications Kit", contact list of crisis team members are made available, educate employees concerning crisis to avoid panic, develop follow-up stage after crisis, activate crisis communication in major and minor accidents and revise crisis communications yearly.

Item Type:Thesis (Masters)
Subject:Public relations - Management - Case studies
Subject:Crisis management - Case studies
Subject:Advertising - Case studies
Chairman Supervisor:Encik Abdul Mu'ati @ Zamri B. Ahmad
Call Number:FBMK 1999 3
Faculty or Institute:Faculty of Modern Language and Communication
ID Code:9789
Deposited By: Nur Kamila Ramli
Deposited On:22 Feb 2011 06:55
Last Modified:22 Feb 2011 06:57

Repository Staff Only: Edit item detail

Document Download Statistics

This item has been downloaded for since 22 Feb 2011 06:55.

View statistics for "Crisis Communication: A Case Study in Tenaga Nasional Berhad"


Universiti Putra Malaysia Institutional Repository

Universiti Putra Malaysia Institutional Repository is an on-line digital archive that serves as a central collection and storage of scientific information and research at the Universiti Putra Malaysia.

Currently, the collections deposited in the IR consists of Master and PhD theses, Master and PhD Project Report, Journal Articles, Journal Bulletins, Conference Papers, UPM News, Newspaper Cuttings, Patents and Inaugural Lectures.

As the policy of the university does not permit users to view thesis in full text, access is only given to the first 24 pages only.