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When an issue becomes a crisis: an investigation of pre-crisis communication through annual reports

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  • Faith Hatani

Abstract

Drawing on the issues management approach, this study investigates the pre-crisis communication of a multinational enterprise through its annual reports. Using Toyota's global recall crisis as an example, the study examines what a crisis-ridden firm actually focused on and the extent to which the firm communicated warning signs, before a crisis. By employing a leading-edge text analytics software, Leximancer, the study explores the narratives of the annual reports. It sheds light on a less-explored dimension of crisis communication and evidences a shortfall in Toyota's issues management. The findings show that Toyota's articulation of its core values, commitment to safety and customer-orientation subsided before the global recall crisis, despite the fact that some safety issues had surfaced by that time. The analysis highlights that there is a need for the company to conduct a more rigorous self-evaluation of its priorities through the process of outlining annual reports in a non/pre-crisis period.

Suggested Citation

  • Faith Hatani, 2019. "When an issue becomes a crisis: an investigation of pre-crisis communication through annual reports," International Journal of Management Practice, Inderscience Enterprises Ltd, vol. 12(3), pages 283-300.
    • Handle: RePEc:ids:ijmpra:v:12:y:2019:i:3:p:283-300
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    Cited by:

    1. Fasua Eloho Loice, 2024. "Stress And Crisis Management," Journal of Academic Research in Economics, Spiru Haret University, Faculty of Accounting and Financial Management Constanta, vol. 16(2 (July)), pages 333-356.
    2. ShaoPeng Che & Pim Kamphuis & Shunan Zhang & Xiangying Zhao & Jang Hyun Kim, 2022. "A Visualization Analysis of Crisis and Risk Communication Research Using CiteSpace," IJERPH, MDPI, vol. 19(5), pages 1-24, March.

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