A Critical Analysis Of USAir's Image Repair Discourse
- 1 September 1997
- journal article
- Published by SAGE Publications in Business Communication Quarterly
- Vol. 60 (3) , 38-57
- https://doi.org/10.1177/108056999706000304
Abstract
Faced with a crisis, what can a business say? Crisis communication literature tends to focars on what to do before and after a crisis and on the kinds of crises corporations face. Less attention is given to the options available within mes sages about a crisis. The theory of image restoration provides a useful key to composing such messages. This article applies the theory to one case study in image repair discourse: USAir's response to media coverage of the crash of one of its aircraft in Pittsburgh in 1994. Introducing such case studies in the classroom helps students to understand the basic tenets of persausion in the highly charged context of repairing a corporate reputation after an attack.Keywords
This publication has 12 references indexed in Scilit:
- Dow corning's image repair strategies in the breast implant crisisCommunication Quarterly, 1996
- Sears’ repair of its auto service image: Image restoration discourse in the corporate sectorCommunication Studies, 1995
- AT&T: “Apologies are not enough”Communication Quarterly, 1994
- President Reagan's defensive discourse on the Iran‐Contra affairCommunication Studies, 1991
- Richard M. Nixon's rhetorical strategies in his public statements on WatergateSouthern Speech Communication Journal, 1982
- A category system for account phasesEuropean Journal of Social Psychology, 1980
- The Philosophy of Literary FormPublished by University of California Press ,1973
- A case study in speech criticism: The Nixon‐Truman analogSpeech Monographs, 1968
- AccountsAmerican Sociological Review, 1968
- Techniques of Neutralization: A Theory of DelinquencyAmerican Sociological Review, 1957