A Study On The ROK Government's Crisis Communication Management

This thesis investigates the principles of crisis communication in the process of crisis management.In reviewing current communication strategy used by governmental organizations in crisis management,we can identify basic characteristics and principles in crisis communication.This research focuses on two incidents: the sinking of Cheonan,a ROK Navy frigate,and the bombardment of Yeonpyeong Island by the North Korea,both occurred in 2010.This paper analyzes whether the ROK government's behavior in crisis communication fits the basic principles.It also exams the government's communication strategy reflected in news media framing in the ROK.This research finds out that the ROK government lacks accuracy and consistency in its crisis communication during both Cheonan and Yeonpyeong incidents.In the Cheonan case,the government lacks immediacy,accuracy and consistency,three out of four crisis communication principles.In the Yeonpyeong case,the government lacks accuracy,consistency and empathy,missing three out of four principles.In addition,the paper analyzes the ROK government's crisis communication strategies in both cases.In the Cheonan case,the research identifies that the government utilizes accommodative crisis communication strategies to take its responsibility and assure corrective action to repair its image,while in the Yeonpyeong case,defensive strategies are used to deny or diminish its responsibility,even though the most frequent criticism against it is about the improperness of its response.In summary,the research highlights the basic principles of crisis communication in the process of crisis management.The two cases of Cheonan and Yeonpyeong show that in the process of crisis management,the ROK government's lack of accuracy and consistency in communication.Both cases also show different crisis communication strategies are used and therefore the public react differently on the properness of government's response..Therefore,this thesis concludes that government's improper crisis communication would lead to the public criticism over it and therefore it still requires responsible and accommodative attitude so as to repair its damaged image and reputation.