How to manage organizational reputation when under attack: learnings from the child and adult protection authorities
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Autor:innen
Autor:in (Körperschaft)
Publikationsdatum
2022
Typ der Arbeit
Studiengang
Typ
01A - Beitrag in wissenschaftlicher Zeitschrift
Herausgeber:innen
Herausgeber:in (Körperschaft)
Betreuer:in
Übergeordnetes Werk
Swiss Yearbook of Administrative Sciences
Themenheft
DOI der Originalpublikation
Link
Reihe / Serie
Reihennummer
Jahrgang / Band
13
Ausgabe / Nummer
1
Seiten / Dauer
51-62
Patentnummer
Verlag / Herausgebende Institution
Ubiquity Press
Verlagsort / Veranstaltungsort
Auflage
Version
Programmiersprache
Abtretungsempfänger:in
Praxispartner:in/Auftraggeber:in
Zusammenfassung
What does the reputation management of a public authority look like under extreme conditions? The present article studies the Swiss Child and Adult Protection Authorities (CAPA), which experienced a major reputational crisis after a mother killed her two children in 2015 and accused the CAPA of bearing responsibility. We use the CAPA as one of the most contested public organizations in Switzerland to study reputation management when a public authority is under severe attack and draw learnings for public organizations in similar situations in the future. Applying the Narrative Policy Framework (NPF) in a content analysis to newspaper articles from the German-speaking part of Switzerland, we examine narratives uttered by CAPA representatives. Furthermore, by comparing the CAPA’s communication with a similar case in the Romandie, we draw general lessons for public organizations that want to improve their reputation management and crisis communication. The results show how in German-speaking Switzerland, negative media reports increased sharply and caused lasting damage to the CAPA’s reputation. By contrast, the scandal in French-speaking Switzerland did not lead to a full-blown crisis. Our findings underscore the need for public organizations to speak up when under attack, to build up the respective communication skills and resources and to employ positive narratives with shiny hero characters rather than negative narratives emphasizing villains.
Schlagwörter
Child and Adult Protection Authorities, Narrative Policy Framework, Crisis Communication, Crisis Communication
Fachgebiet (DDC)
Veranstaltung
Startdatum der Ausstellung
Enddatum der Ausstellung
Startdatum der Konferenz
Enddatum der Konferenz
Datum der letzten Prüfung
ISBN
ISSN
2296-8725
2296-8717
2296-8717
Sprache
Englisch
Während FHNW Zugehörigkeit erstellt
Nein
Zukunftsfelder FHNW
Publikationsstatus
Veröffentlicht
Begutachtung
Peer-Review der ganzen Publikation
Open Access-Status
Diamond
Lizenz
Zitation
Künzler, J., Stauffer, B., & Sager, F. (2022). How to manage organizational reputation when under attack: learnings from the child and adult protection authorities. Swiss Yearbook of Administrative Sciences, 13(1), 51–62. https://doi.org/10.5334/ssas.169