18 pages, via online journal article, Blue Bell Creameries faced an unprecedented situation when it pulled all of its products during a Listeria outbreak in 2015. Despite a very public crisis that resulted in three deaths, Blue Bell survived the disaster and maintained a large and loyal customer base. A content analysis of the Blue Bell Ice Cream Facebook page was conducted to evaluate Blue Bell’s public communications, and its followers’ public reactions to the Facebook communication during the crisis. Results indicated that Blue Bell primarily posted messages that included recall and restocking information, thankfulness to stakeholders, and details about improvements to food safety during the crisis. These messages created a sense of transparency, which can increase customers’ trust and brand loyalty. Their consumers largely responded with comments containing overwhelming loyalty themes as well as questions and messages of thanks. Recommendations for agri-food companies include operating transparently before, during, and after a crisis. Organizations should follow Blue Bell’s example and avoid publishing messages that include attacks, denial, scapegoating, or excuses during a crisis.
Sellnow, Timothy L. (author), Parker, Jason S. (author), Sellnow, Deanna D. (author), Littlefield, Robert (author), Helsel, Emily M. (author), Getchell, Morgan C. (author), Smith, Julia M. (author), Merrill, Scott C. (author), and University of Central Florida
The Ohio State University
Morehead State University
University of Vermont
Format:
Online journal article
Publication Date:
2017
Published:
United States: New Prairie Press
Location:
Agricultural Communications Documentation Center, Funk Library, University of Illinois Box: 4 Document Number: D10178
17 pages., Via online journal article., Crises, by their nature, demand effectively designed and quickly delivered instructional messages that compel stakeholders to take appropriate actions to protect themselves and their assets. The challenges of crisis communication are intensified in crises involving unanticipated and relatively unknown disease outbreaks with the potential to spread exponentially. This study assesses the communication challenges and opportunities in such volatile crises through an analysis of the Porcine Epidemic Diarrhea virus (PEDv) outbreak that severely threatened the United States pork industry in 2013 and 2014. Interviews were conducted with 13 individuals directly involved in developing and distributing risk and crisis biosecurity messages during the PEDv outbreak. Participants were selected based on affiliation with the National Pork Board, American Association of Swine Veterinarians, university extension, or their swine industry expertise. Four generalizable implications emerged: 1) the advantage of maintaining flexibility in crisis communication planning; 2) the value of audience analysis and message adaptation; 3) the importance of understanding not only what to do, but also why the recommended actions are essential; and 4) the utility of risk/crisis communication and education both prior to and during a crisis event.
3 pages., via online journal, This study is motivated by the importance of communication with societal stakeholders when food is involved. This case adopts an internal view of Monsanto's challenge of engaging with consumers and the broader public when discussing biotechnologies and specifically, genetically modified organisms (GMOs). Multiple interviews were conducted at Monsanto's world headquarters in St. Louis, Missouri, to understand the challenges within the organization in terms of their public persona and why and how they want to change it.
9 pages., via online journal., Residents of Mexico City experience major hydrological risks, including flooding events and insufficient potable water access for many households. A participatory modeling project, MEGADAPT, examines hydrological risk as co-constructed by both biophysical and social factors and aims to explore alternative scenarios of governance. Within the model, neighborhoods are represented as agents that take actions to reduce their sensitivity to exposure and risk. These risk management actions (to protect their households against flooding and scarcity) are based upon insights derived from focus group discussions within various neighborhoods. We developed a role-playing game based on the model's rules in order to validate the assumptions we made about residents' decision-making given that we had translated qualitative information from focus group sessions into a quantitative model algorithm. This enables us to qualitatively validate the perspective and experience of residents in an agent-based model mid-way through the modeling process. Within the context of described hydrological events and the causes of these events, residents took on the role of themselves in the game and were asked to make decisions about how to protect their households against scarcity and flooding. After the game, we facilitated a discussion with residents about whether or not the game was realistic and how it could be improved. The game helped to validate our assumptions, validate the model with community members, and reinforced our connection with the community. We then discuss the potential further development of the game as a learning and communication tool.
14 pages., via online journal., This research aims to identify and communicate water-related vulnerabilities in transport infrastructure, specifically flood risk of road/rail-stream intersections, based on watershed characteristics. This was done using flooding in Värmland and Västra Götaland, Sweden in August 2014 as case studies on which risk models are built. Three different statistical modelling approaches were considered: a partial least square regression, a binomial logistic regression, and artificial neural networks. Using the results of the different modelling approaches together in an ensemble makes it possible to cross-validate their results. To help visualize this and provide a tool for communication with stakeholders (e.g., the Swedish Transport Administration - Trafikverket), a flood ‘thermometer’ indicating the level of flooding risk at a given point was developed. This tool improved stakeholder interaction and helped highlight the need for better data collection in order to increase the accuracy and generalizability of modelling approaches.
