Episode 1 of 8: Ndlela: Introduction – Crisis Communication in a Complex World

In this episode, we explore Chapter 1 og 8 of the book "Interesseperspektiv på krisekommunikasjon" by Martin Ndlela , which provides an introduction to the importance of crisis communication and how modern society is increasingly vulnerable to various types of crises. The chapter emphasizes that crisis communication is a process that involves pre-crisis preparation, managing the crisis itself, and post-crisis learning and adaptation. Effective communication with stakeholders is essential for an organization’s success before, during, and after a crisis.

We discuss:

• The broad definition of stakeholders and their importance in crisis preparedness.

• Why crisis communication involves both one-way and two-way communication.

• How globalization, technological development, and social media have increased the visibility and complexity of crises.

• Notable crisis events like the United Airlines incident (2017) and Rema 1000’s marketing failure, showing how social media can rapidly escalate issues.

• The concept of “normal accidents” by Charles Perrow – High-risk systems inevitably lead to accidents due to their complex and tightly coupled nature.

• The difference between organizational crises and broader societal crises, and how organizations must prepare for both.

• Crisis typologies by various scholars (Lerbinger, Coombs) that categorize crises into clusters based on their nature and responsibility.

• The three-phase crisis model:

  1. Pre-crisis phase – Preparation, communication planning, and stakeholder engagement.

  2. Crisis phase – Rapid decision-making, communication, and damage control.

  3. Post-crisis phase – Learning, adapting, and improving crisis management practices.

     
     

This episode emphasizes that crisis communication is not just about responding to crises but involves continuous preparation, relationship management, and learning from past events.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by the author or publisher. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book for a comprehensive understanding.

Source:
Ndlela, M. N. (2019). Interesseperspektiv på kriskommunikasjon. Universitetsforlaget.