KRİZ İLETİŞİMİNDE MESAJ STRATEJİLERİ: ERMENEK KÖMÜR MADENİ KRİZİNE YÖNELİK UZMAN GÖRÜŞLERİNİN İNCELENMESİ

Krizde paydaşlara verilen mesajlar, krizin paydaşlar üzerindeki etkisi ve dolayısıyla da kriz yönetiminin başarısı açısından önemlidir. Kriz iletişimi çalışmaları incelendiğinde, mesaj stratejilerini içeren teorilerin daha çok ön plana çıktığı görülmektedir. Bu nedenle, paydaşlara yönelik mesaj stratejilerinin doğru seçilmesi önemlidir. Kamuoyunu bilgilendirmeye yönelik mesajların incelendiği bu çalışmada veriler, can kaybı ve yaralanmaların yaşandığı Ermenek kömür madeni krizine (28 Ekim 2014) yönelik 33 uzmanla yapılan görüşmelerle toplanmıştır. Araştırma verileri içerik analizi yöntemiyle incelenmiştir. Elde edilen bulgulara göre; bilgilendirmenin niteliği, krizden etkilenenlerin duygu durumları, toplumun değerleri, kabullenme, tazminat ve sorumluluk konularının can kaybı ve yaralanmaların yaşandığı kriz durumlarında, paydaşlara iletilecek mesajların oluşturulmasında dikkat edilecek önemli hususlar olduğu belirlenmiştir.

MESSAGE STRATEGIES IN CRISIS COMMUNICATION: INVESTIGATION OF EXPERTS’ EVALUATIONS TOWARD ERMENEK COAL MINE CRISIS

The messages given to the stakeholders in the crisis are important for the impact of the crisis on the stakeholders and the crisis management’s success. When the studies of crisis communication are examined, it is seen that the theories involving message strategies are more prominent. For this reason, it is important to choose the right messages given to stakeholder. In this study, the data was gathered from 33 specialists by asking them to evaluate the messages that were given by the authorities to the stakeholders in the Ermenek coal mine crisis (October 28th, 2014) in which the loss of life and injuries were experienced. The research data were analyzed by content analysis method. According to findings; it has been determined that the important points that should be taken into consideration in the formation of messages for the stakeholders are information nature, the emotional state of the affected people, the values of the society, the acceptance, indemnification and responsibility.

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