La investigación sobre comunicación en situaciones de crisisestudio de caso: la gestión de la comunicación en la crisis institucional producida el 11-M

Resumo

The institutional communication in crisis situations constitutes a field of recent interest for researchers and where there is a lot to study in depth. The crisis of management showed the importance about knowing conduct correctly the communication at these moments when what the enterprise makes (or 121 says) and what it doesn¿t make (or it doesn¿t say) has a meaning that the media carefully review. The enterprises stake the publics' trust, the trademark's good name and important business profits. At the institutional area, the crisis have an effect on the credibility of public institution before citizens and, finally, the number of votes to receive. Furthermore, the recent facts like Prestige or 11-M crisis show that this issue is a subject of hard move. The research about this type of situations has to join different theorical frames (political, organizational and institutional communication) with different research methods. At this work, we have made an approach to 11-M crisis situation, when the most important terrorist outrage has arised in Spain. We'll try to do a double reflection. On the one hand, we'll treat the communication move made by the persons in charge and, on the other one, we'll think about our methodology at every step of this research.