LSE - Small Logo
LSE - Small Logo

Julia Ziemer

February 6th, 2015

How Should Corporations Apologise? A new Polis research report

0 comments

Estimated reading time: 5 minutes

Julia Ziemer

February 6th, 2015

How Should Corporations Apologise? A new Polis research report

0 comments

Estimated reading time: 5 minutes

A way with words cover 3In 2014, Polis and StockWell Communcations launched a research prize open to LSE post-graduate students. Applicants were asked to submit original research proposals on the topic of ‘Corporate Reputation, Media and Society’.

The winner was Nina Chung who worked with StockWell and interviewed a broad range of people on the topic of corporate apologies to produce the research paper ‘A Way With Words: Chasing a Definition for Corporate Public Apologies.’

Some of the conclusions are:

  • An apology is just the start, what stakeholders want is to see what changes. Apologies are useful only in as much as they clarify what comes next;
  • It is perceived that apologies go to the heart of whether companies are ethical or not. After the financial crisis, companies are held to a higher standard generally and particularly when it comes to asking for forgiveness;
  • The public at large can have a wide variety of views on what is wrong or right, moral and ethical. It is therefore not straightforward for a company to decide whether an apology is warranted.
  • Companies that do apologise well, are perceived as leaders so they get the double benefit of engendering good will from apologising, but also being seen to lead.

Nina is currently in New York City, assisting the communications of the Doris Duke Charitable Foundation.

Download A Way With Words

Share

About the author

Julia Ziemer

Julia Ziemer is Polis Manager in the Department of Media and Communications at LSE. Before joining the LSE in 2014, Julia was Events and Development manager at English PEN and she previously worked at the Charles Dickens Museum and the Literature Department of the British Council.

Posted In: Media | Research

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

RSS Media | The Guardian