Interviews with senior crisis communicators explore how crisis recovery is defined and what role publics and organizational communication and characteristics play. Findings reveal recovery is measured operationally and short-term. Effective communication proactively addresses failures, is transparent and honest while positive, focuses on future directions, and rebuilds and repairs symbolic damage. Organizational best practices include tested values and crisis leadership. Publics can facilitate healing, highlight victims’ voices, and provide recovery evidence.
Austin, Lucindia L., Brooke Fisher Liu and Yan Jin. 2014. "Examining Signs of Recovery: How Senior Crisis Communicators Define Organizational Crisis Recovery." Public Relations Review, 844-846. http://www.sciencedirect.com/science/article/pii/S0363811114001143