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.
Fischbacher-Smith, Denis (author), Irwin, Alan (author), and Fischbacher-Smith, Moira (author)
Format:
Book chapter
Publication Date:
2010-01-01
Published:
International
Location:
Agricultural Communications Documentation Center, Funk Library, University of Illinois Document Number: D07363
Notes:
Pages 23-38 in Peter Bennett, Kenneth Calman, Sarah Curtis and Denis Fischbacher-Smith (eds.). Risk communication and public health. Second edition. Osvord University Press, Oxford, England. 339 pages.
Van Winsen, Frankwin (author), de May, Yann (author), Lauwers, Ludwig (author), Van Passel, Steven (author), Vancauteren, Mark (author), and Wauters, Erwin (author)
Format:
Journal article
Publication Date:
2013-11
Published:
Belgium: Elsevier
Location:
Agricultural Communications Documentation Center, Funk Library, University of Illinois Box: 160 Document Number: D07802
Van Winsen, Frankwin (author), Wauters, Erwin (author), Lauwers, Ludwig (author), De Mey, Yann (author), Van Passel, Steven (author), and Vancauteren, Marc (author)
Format:
Paper
Publication Date:
2011-08
Published:
International
Location:
Agricultural Communications Documentation Center, Funk Library, University of Illinois Box: 186 Document Number: D00651
Notes:
Paper presented at the European Association of Agricultural Economists (EAAE) 2011 Congress, Zurich, Switzerland, August 30-September 2, 2011. Via AgEcon Search. 10 pages.
Agricultural Communications Documentation Center, Funk Library, University of Illinois Box: 162 Document Number: C26668
Notes:
Archived November 15, 2007, Nutra Ingredients via Food Safety Network. 1 page., Cites consensus of those attending a conference of the Federal Institute for Risk Assessment in Berlin.
