Crisis Communication

Jesper Falkheimer
Department of Service Management, Lund University, Sweden

Mats Heide
Department of Service Management, Lund University, Sweden

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Ingår i: 10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden

Linköping Electronic Conference Proceedings 26:105, s.

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Publicerad: 2008-02-15


ISSN: 1650-3686 (tryckt), 1650-3740 (online)


The late modern social development has made organizations more vulnerable to crises than ever before. As a consequence; crisis management has become of increased importance. In practice; crisis management means a strong focus upon communication management. In this conceptual paper; we reflect upon organizational crisis communication as a research field and as a practice. By using process-oriented communication theory as well as chaos theory; we propose three instrumental crisis strategies: decentralization; loose organizational systems and diversity.


Crisis communication; communication; chaos; improvisation


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