The impact of language abstraction on the effectiveness of information strategies during a product-harm crisis
- Author
- Gijs Fannes and An-Sofie Claeys (UGent)
- Organization
- Abstract
- Fannes and Claeys explore the important role language abstraction plays in the effectiveness of crisis information. The chapter is an important step that helps refine our understanding of how we “operationalize” crisis response strategies – construct the actual crisis response. The chapter uses a product-harm crisis and explores the nature of the product recall through an experiment. Fannes and Claeys compare concrete and abstract language use in the recall message. A product recall containing concrete language results in less reputational damage than a product recall containing abstract language. They argue the difference between concrete and abstract language use is due to an increase of message comprehensibility and source trustworthiness. Concrete language in a product recall results in more reputation repair than abstract language, irrespective of the type of crisis information. The study provides valuable advice for crisis managers seeking to maximize the reputational protection value of the crisis response.
- Keywords
- crisis response strategies, operationalize, concrete language, abstract language, product recall
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Citation
Please use this url to cite or link to this publication: http://hdl.handle.net/1854/LU-01GT1GWSF0T1NJCWYK2ZVENB37
- MLA
- Fannes, Gijs, and An-Sofie Claeys. “The Impact of Language Abstraction on the Effectiveness of Information Strategies during a Product-Harm Crisis.” The Handbook of Crisis Communication, edited by W. Timothy Coombs and Sherry J. Holladay, 2nd ed., Wiley-Blackwell, 2022, pp. 357–71, doi:10.1002/9781119678953.ch24.
- APA
- Fannes, G., & Claeys, A.-S. (2022). The impact of language abstraction on the effectiveness of information strategies during a product-harm crisis. In W. T. Coombs & S. J. Holladay (Eds.), The handbook of crisis communication (2nd ed., pp. 357–371). https://doi.org/10.1002/9781119678953.ch24
- Chicago author-date
- Fannes, Gijs, and An-Sofie Claeys. 2022. “The Impact of Language Abstraction on the Effectiveness of Information Strategies during a Product-Harm Crisis.” In The Handbook of Crisis Communication, edited by W. Timothy Coombs and Sherry J. Holladay, 2nd ed., 357–71. Wiley-Blackwell. https://doi.org/10.1002/9781119678953.ch24.
- Chicago author-date (all authors)
- Fannes, Gijs, and An-Sofie Claeys. 2022. “The Impact of Language Abstraction on the Effectiveness of Information Strategies during a Product-Harm Crisis.” In The Handbook of Crisis Communication, ed by. W. Timothy Coombs and Sherry J. Holladay, 357–371. 2nd ed. Wiley-Blackwell. doi:10.1002/9781119678953.ch24.
- Vancouver
- 1.Fannes G, Claeys A-S. The impact of language abstraction on the effectiveness of information strategies during a product-harm crisis. In: Coombs WT, Holladay SJ, editors. The handbook of crisis communication. 2nd ed. Wiley-Blackwell; 2022. p. 357–71.
- IEEE
- [1]G. Fannes and A.-S. Claeys, “The impact of language abstraction on the effectiveness of information strategies during a product-harm crisis,” in The handbook of crisis communication, 2nd ed., W. T. Coombs and S. J. Holladay, Eds. Wiley-Blackwell, 2022, pp. 357–371.
@incollection{01GT1GWSF0T1NJCWYK2ZVENB37,
abstract = {{Fannes and Claeys explore the important role language abstraction plays in the effectiveness of crisis information. The chapter is an important step that helps refine our understanding of how we “operationalize” crisis response strategies – construct the actual crisis response. The chapter uses a product-harm crisis and explores the nature of the product recall through an experiment. Fannes and Claeys compare concrete and abstract language use in the recall message. A product recall containing concrete language results in less reputational damage than a product recall containing abstract language. They argue the difference between concrete and abstract language use is due to an increase of message comprehensibility and source trustworthiness. Concrete language in a product recall results in more reputation repair than abstract language, irrespective of the type of crisis information. The study provides valuable advice for crisis managers seeking to maximize the reputational protection value of the crisis response.}},
author = {{Fannes, Gijs and Claeys, An-Sofie}},
booktitle = {{The handbook of crisis communication}},
editor = {{Coombs, W. Timothy and Holladay, Sherry J.}},
isbn = {{9781119678922}},
keywords = {{crisis response strategies,operationalize,concrete language,abstract language,product recall}},
language = {{eng}},
pages = {{357--371}},
publisher = {{Wiley-Blackwell}},
series = {{Handbooks in communication and media}},
title = {{The impact of language abstraction on the effectiveness of information strategies during a product-harm crisis}},
url = {{http://doi.org/10.1002/9781119678953.ch24}},
year = {{2022}},
}
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