Rushing to respond: image reparation and dialectical tension in crisis communication in academia

ABSTRACT

The University of North Alabama (UNA) was accused of negligence in the handling of a student’s allegation of sexual assault by a professor. The initial university response prompted backlash from students, alumni, and the community. A more conciliatory response followed, and the UNA president spoke of the case during his annual address. These three responses, prompted by stakeholder critique, provided a unique opportunity to extend theory by analyzing how dialectical tensions and stakeholder responses affect organizational strategic decision-making in image reparation efforts.

KEYWORDS:

• Image reparation theory
• theory of dialectical tensions
• strategic decision-making
• crisis communication
• academia

Disclosure statement

No potential conflict of interest was reported by the author(s).

Notes

1 Title IX of the Education Amendments Act of 1972 says: ‘No person in the United States shall, on the basis of sex, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any education program or activity receiving Federal financial assistance.’