Incorporates the management literature on crisis to create a model that can be used to assess the seriousness of crisis. Extends the model for use by public-relations managers. Concludes with suggestions that will modify approaches employed and improve the effectiveness of public-relations professionals in their role as crisis managers. (RS)

Contributes to scholarship on organizational identification (linked to decision making) by examining the identification rhetoric of an in-house newsletter at the U. S. Forest Service and by examining employee responses to newsletter content. Discusses the four responses to the newsletter that were identified: non identification, textual…

Contributes to scholarship on voluntary turnover by examining the impact of several communication variables and multiple targets of identification on intent to leave. Finds that supervisor/coworker relationships have the strongest association (among communication variables) with intent to leave. Finds a complex relationship between three different…

Examines the implementation of quality programs in four organizations; the communication used to introduce the programs and to encourage employees to participate; and employees' perceptions of the programs, implementation activities, and change agents. Presents four key themes that emerged: creating and communicating vision; sensemaking and…

Argues that an effectively designed intranet can become a valuable medium for facilitating work processes and communication throughout a company, and that sound structure and visual appeal are important in attracting users to an intranet. Examines issues, such as creating form appropriate to function, determining audience needs, and implementing…

Investigates internal dimensions of the Organizational Identification Questionnaire, performing factorial analytic tests of cross-sectional and longitudinal data. Finds that it is unidimensional across organizations and time, but that only 12 of 25 items contribute meaningfully to the scale, and that these 12 items essentially constitute an…

Analyzes (using flight attendants) hidden transcripts--interactions, stories, myths, and rituals in which employees participate beyond direct observation--to provide an avenue to identify resistance and change in the organizing process. Challenges the outdated ideal of transmissional meaning, questions organizational power by including the…

Readability indices were used to evaluate job-related reading matter; comparison with high school textbooks was made to determine a reading-level gap. A minimum high school reading comprehension level was assumed in workplace materials; textbooks often exhibited lower scores on reading formulas. (SK)

States that the periodic engineering report (a fixture of engineering classrooms and engineering practice) can become a source of conflict when North American engineers collaborate with colleagues abroad. Relates experiences of a writing consultant on such a project. Finds differences in tone and reader expectations caused misunderstandings. Uses…

Outlines a framework which uses the rhetorical approach of generic criticism for the analysis of issues-management campaigns (instances of public relations discourse in which an organization makes explicit efforts to influence public policy). Outlines organizing principles, situational requirements, and substantive and stylistic characteristics.…

Contends activists have a new weapon (the Internet) which can change the organization-stakeholder dynamic. Uses recent development in stakeholder theory to explain how the Internet, when used effectively, can allow activist groups to become more powerful and to command the attention of organizations. Illustrates the theoretical points presented…

Asserts that effective communication is vital to the success of library operations and presents a communications model where various channels of communication are rated based upon immediacy, fullness, and verifiability. Channels include face-to-face communication, telephone, voice mail, telefacsimile, electronic mail, and written word. Choosing a…

Customer service can help increase camp enrollment, set the camp apart from competition, and improve camper retention. Strategies include encouraging parent and camper feedback; using proper telephone etiquette; handling complaints professionally; increasing parent contact; and surprising families with gifts, discounts, and other special offers.…

Reports on an exploratory study that seeks to build theoretical understanding of how public relations practitioner involvement in one type of strategic organizational decision making--strategic issue diagnosis--is related to shared values with top management, diagnosis accuracy, strategy pursued, and the power of the public relations function. (TB)

Describes characteristics of a questioning culture in organizational development. Addresses questions on leading; learning; and information access as leverage. Lists fundamental employee questions that exist in every organization, and describes two positive effects that occur when these fundamental questions are recognized and become the overall…