Crisis communication applied to mega-events and festivals : A multi-method analysis of communicative preparedness

Crisis communication has been widely researched for an economic purpose, with the focus on preventing damage to a corporation’s reputation or the restoration of a politician’s image. Additionally, crisis communication also found its utility for natural hazards as well as for terrorist attacks. However, identified as being a research gap, this thesis focuses on studying the prepared crisis communication of mega-event and festival organizations in case of a serious incident. The purpose of this thesis is to contribute to the area of crisis communication in the way that it focuses on the process of preparing for a possible crisis with the creation of effective communication manuals, action plans, etc. rather than investigating the post-crisis communication. Through using the uncertainty reduction theory and the chaos theory, it is possible to investigate the internal crisis management processes of organizers that go beyond protecting its reputation, but focus more on saving human lives as uncertainty and chaos get reduced. A deductive approach was taken through conducting interviews and carrying out a thematic analysis of written documentary sources, such as manuals and action plans, as well as the transcripts. In general, one can say that the awareness about the importance of a crisis management and communication plan rises. Regular trainings and a constant collaboration with external partners, such as the blue light organizations, are seen as central to the emergency planning process. Moreover, to guarantee an effective crisis communication, often smaller task groups within the crisis management team are in charge of instructional crisis communication. Knowledge about different threat-scenarios and functions of external specialists reduces uncertainty and supports actions to reduce chaos. This thesis and its findings have a societal relevance, in the sense that it allows a wider and deeper understanding of crisis communication in an area of application that does not seem to be very common. Through insights into the crisis management process of the different event- and festival organizations, one can become active today and threats to human lives can be minimized or even avoided in the future