從組織溝通角度探討危機溝通

Crisis Communication: From the Perspective of Organization Communication

10.6459/JCM.200406_1(2).0004

王甸國(T. K. Wang)；簡錫新(H. H. Chien)；黨志剛(J. G. Daang)；崔海恩(H. Tsuei)

危機管理 ； 利益關係者 ； 媒體訓練 ； 發言人 ； crisis management ； stakeholders ； media training ； spokesperson

危機管理學刊

1卷2期（2004 / 06 / 01）

37 - 48

繁體中文

無論危機發生的起因為何，當組織遭遇危機的同時，首當其衝的問題就是要如何來因應事件的發展？如何來做對內部與外界的溝通？然而，就危機溝通的策略與運用往往須視危機的形勢而定。本文針對危機管理議題中，組織面對危機溝通所應重視的要項作探討，如何在危機發生時的第一時間掌握狀況、主導發展，並依據溝通計畫執行組織對內及對外的溝通。

Regardless of the causes, when an organization meets a crisis, the most crucial and immediate problem is how to response to the development of events and its communication internally and with the outside world. However, its appropriate strategy and application are largely dependent on the situation.In this article, the key points that an organization should address seriously in facing a crisis are studied. This includes how to be in control of the situation within the shortest time in the advent of the crisis, to direct its development and to communicate internally and externally according to the plan of the organization.

1. (2003)。公務危機管理研究班第十六期教材。救國團社會研究院。
2. Argenti, P.(2003)。Crisis Communication: Lessons from 9/11。Harvard Business Review, Jan.。
3. Caponigro, J. R.(2000)。The Crisis Counselor: A Step-By-Step Guide to Managing a Business Crisis。Published by Contemporary Books。
4. Crisis Communication Plan: A PR Blue Print
5. Collins, J(2003)。The power of catalytic mechanism。Harvard Business Riview
6. Harvard Business School Press(2000)。Harvard Business Review on Crisis Management。Boston:Harvard Business School Publishing。
7. Hedberg, B. L.、 Nystrom, P. C.、Starbuck, W. H(1976)。Camping on seesaws: Prescriptions for a self-Designing organization。Administrative Science Quarterly，21，41-65。
8. Henry, R. A.(2000)。You＇d Better Have a Hose If You Want to put out the Fire。Gollywobbler Productions。
9. Hermann, C. F(1972)。Some issues in the study of international crisis。
10. Smart, C. F.、Vertinsky, I(1977)。Designs for crisis decision units。Administrative Science Quarterly，22，640-657。
11. 工商社論(2003)。困難的時候，仍不忘記對社會的責任。
12. 王振軒、李炳友(2001)。軍隊危機管理之研究—從公共事務途徑探討。
13. 理律法律事務所新聞稿(2003)。理律：我們負責任，而且我們會堅守崗位。
14. 鐘清聲(2003)。經營之道：如何化解企業危機？。智囊商務月刊(8 月)