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Konsten att ropa efter hjälp och vara knäpptyst samtidigt

Castro Niklasdotter, Alma LU and Gottliebsson, Julia (2022) SKOK11 20221
Department of Strategic Communication
Abstract
Today we are finally able to look back at how the Covid-19 pandemic has affected our society, but also how different organizations have handled this prolonged crisis they held no responsibility for. The study examines the restaurant industry, one of the industries in Sweden most affected by the pandemic, and their crisis communication. More specifically, the response strategies used by restaurants from three big restaurant groups in Sweden are analyzed. The research assumes a social constructionist approach, and is based on a theoretical framework covering crisis communication and the Situational Crisis Communication Theory. By applying a rhetorical analysis method and the SCCT-model, posts and comment sections from five Instagram accounts... (More)
Today we are finally able to look back at how the Covid-19 pandemic has affected our society, but also how different organizations have handled this prolonged crisis they held no responsibility for. The study examines the restaurant industry, one of the industries in Sweden most affected by the pandemic, and their crisis communication. More specifically, the response strategies used by restaurants from three big restaurant groups in Sweden are analyzed. The research assumes a social constructionist approach, and is based on a theoretical framework covering crisis communication and the Situational Crisis Communication Theory. By applying a rhetorical analysis method and the SCCT-model, posts and comment sections from five Instagram accounts are analyzed. Results indicate that interaction with stakeholders barely occurs during the pandemic, and conclusions on what interaction strategies restaurants used can therefore not be drawn. Furthermore, the SCCT-model turned out to be insufficient when it comes to response strategies during prolonged crises. Two new strategies were therefore added to the ten already existing ones, and we named them adaption and attack decision makers. In conclusion the study both tests and further develops a theory. It contributes to the field of strategic communication by presenting new insights about what strategies organizations can use in their crisis response during prolonged crises. (Less)
Abstract (Swedish)
Idag står vi med facit i hand över hur Covid-19 pandemin har påverkat samhället i stort men också hur olika organisationer har hanterat en långvarig samhällskris som de själva inte har haft något ansvar för, från början till slut. Studien undersöker restaurangbranschen, som är en av de branscher i Sverige som drabbats hårdast av pandemin. Mer specifikt analyseras vilka responsstrategier restauranger inom tre av Sveriges största restaurangkoncerner använt sig av i sin kriskommunikation. Studien har sin vetenskapsteoretiska utgångspunkt i socialkonstruktionismen och utgår från ett teoretiskt ramverk som bygger på kriskommunikation och Situational Crisis Communication Theory. Genom en retorisk analysmetod och med hjälp av SCCT-modellen, har... (More)
Idag står vi med facit i hand över hur Covid-19 pandemin har påverkat samhället i stort men också hur olika organisationer har hanterat en långvarig samhällskris som de själva inte har haft något ansvar för, från början till slut. Studien undersöker restaurangbranschen, som är en av de branscher i Sverige som drabbats hårdast av pandemin. Mer specifikt analyseras vilka responsstrategier restauranger inom tre av Sveriges största restaurangkoncerner använt sig av i sin kriskommunikation. Studien har sin vetenskapsteoretiska utgångspunkt i socialkonstruktionismen och utgår från ett teoretiskt ramverk som bygger på kriskommunikation och Situational Crisis Communication Theory. Genom en retorisk analysmetod och med hjälp av SCCT-modellen, har studien analyserat inlägg och kommentarsfält på fem Instagramkonton. Resultaten indikerar att interaktion med intressenter knappt förekom på Instagram under pandemin, och att det därför inte går att dra någon slutsats kring vilka strategier för interaktion som restaurangerna använt. Vidare visades SCCT-modellen ha brister när det kommer till responsstrategier under långvariga kriser. Vi har därmed utöver modellens tio redan existerade strategier adderat två nya, som vi valt att kalla anpassning och attackera beslutsfattare. Slutligen är studien både teoritestande och teoriutvecklande, och bidrar med kunskap inom fältet strategisk kommunikation i och med nya insikter kring vilka strategier organisationer kan använda i sin krisrespons under just långvariga kriser. (Less)
Please use this url to cite or link to this publication:
author
Castro Niklasdotter, Alma LU and Gottliebsson, Julia
supervisor
organization
course
SKOK11 20221
year
type
M2 - Bachelor Degree
subject
keywords
Situational Crisis Communication Theory, response strategies, crisis communication, social media, interaction, rhetorical analysis, Covid-19, restaurant industry
language
Swedish
id
9081998
date added to LUP
2022-06-08 10:53:57
date last changed
2022-06-08 10:53:57
@misc{9081998,
  abstract     = {{Today we are finally able to look back at how the Covid-19 pandemic has affected our society, but also how different organizations have handled this prolonged crisis they held no responsibility for. The study examines the restaurant industry, one of the industries in Sweden most affected by the pandemic, and their crisis communication. More specifically, the response strategies used by restaurants from three big restaurant groups in Sweden are analyzed. The research assumes a social constructionist approach, and is based on a theoretical framework covering crisis communication and the Situational Crisis Communication Theory. By applying a rhetorical analysis method and the SCCT-model, posts and comment sections from five Instagram accounts are analyzed. Results indicate that interaction with stakeholders barely occurs during the pandemic, and conclusions on what interaction strategies restaurants used can therefore not be drawn. Furthermore, the SCCT-model turned out to be insufficient when it comes to response strategies during prolonged crises. Two new strategies were therefore added to the ten already existing ones, and we named them adaption and attack decision makers. In conclusion the study both tests and further develops a theory. It contributes to the field of strategic communication by presenting new insights about what strategies organizations can use in their crisis response during prolonged crises.}},
  author       = {{Castro Niklasdotter, Alma and Gottliebsson, Julia}},
  language     = {{swe}},
  note         = {{Student Paper}},
  title        = {{Konsten att ropa efter hjälp och vara knäpptyst samtidigt}},
  year         = {{2022}},
}