Straipsnyje aptariamas krizinių situacijų valdymas organizacijoje, išryškinant komunikacijos lauką. Pateikiamas organizacijos krizės konceptas, aptariami. Krizinė situacija organizacijai gali atnešti didelių finansinių nuostolių, padaryti daug žalos Krizių komunikacija yra vienas pagrindinių krizių valdymo elementų . Abstract [lit], Magistro darbo objektas – komunikacijos su klientais kokybės ir jų įtaką organizacijai, taip pat identifikuoti komunikacijos su klientais bendrinius.

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Krizinė komunikacija organizacijoje : efektyvus valdymas

Multidiscipline approach is employed to analyze the phenomenon. The amount and variety of critical situations is increasing in a rapid development and enhancement of technologies. The choice of inappropriate communicational strategies and of other means may cause not only financial losses but cause much damage to reputation.

From this point of view the work aims at investigating the internal communication of organisation, while applying the method of communication audit. The analysis of the results of conducted expert questionnaire polls, which aimed at disclosing the point of view of public relation specialists on peculiarities of crisis management and communication as well as topicality of crisis management to Lithuanian organizations, has been also presented.

The object of the research is the communication of the organization in a critical situation. Data collection and analysis methods of this paper consists of: Crisis communication is one of the key elements of crisis management.

Also describes the basic criteria of communication with customers to identify the main reasons of their usage and then adopts for the e-commerce institution. The phases to prepare for critical situations as well as main steps of crisis communication are discussed.

The customers make the decisions when they determine the quality of the service or product. Organizations provide significant efforts for indicating and solving environmental problems, but they cannot avoid frequent crisis situations. Such a standpoint often destine a lack of preconceived kkomunikacija to crisis management, therefore, when the crisis comes the organization loses much time and money, sustains more losses.

Principles of Implementation Audit. Possible crisis communication strategies and models, peculiarities of their application as well as Situational crisis communication theory and its importance to the reputation of organization are introduced. With reference to the analysis of the media three critical situations of organization bearing different manner and communicational means that have been applied by these organizations as well as their efficiency has been dealt with in the research part of the thesis.


The criteria have to be specific, measurable, actionable, relevant, and timely. Enter your Username Email below. Shibbolet Login User Login. The work first of all discusses the communication process from the general point of view.

Metrics should be simple. And the horizontal communication is the relations among the members belonging to one and the same group and among the personnel of one level. To accomplish this organizaciijoje should measure the work of this department. The communication of organisation may be internal, i.

Oryanizacijoje theoretical part deals with crisis concept, causes and characteristics. The following types are singled out: Shibbolet Login Shibboleth authentication is only available to registered institutions. It has been established that the communication audit, which combines both the qualitative and quantitative investigation methods, is most effective investigation method for the investigation of organisation internal communication.

Specifically, he has defined what he means by a metric, looked at what organizacijojw organization needs to measure, gave a short overview on some things that may help you establish the metrics to help it to determine what the organization should measure.

The organization should choose the criteria that makes sense to the organization and can be represented as value to prepare the quality improvement program. In order to manage crisis situations in business or public sectors strategically, organizacijojee is still underestimated the role of communication.

It should be noted that the internal communication audit is not very popular and rarely conducted investigation in private, state or public organisations of Lithuania. My New User Account. Later or sooner each organization in its activity meets various kinds of crisis. A deep discussion gives theoretical background of communication orbanizacijoje with the emphasis on communication place in the management structure.

Institutional Repository of Vilnius Komunikkacija When one has a plan of specific acts the crisis may be overcome much sooner with minimal losses. However, there are only very few companies that implement the general investigation of all or most of the areas of communication, or the examples of such an implementation are not presented in the Lithuanian historiography.


Communication is one of the most significant life activities, without which the contact and information spread are impossible.

OATD: Šimatonytė, Miglė – IT įtaka darbuotojų tarpusavio komunikacijai organizacijoje

To make the product or service acceptable for the customers the organizations have to establish the quality systems in the companies. In the situation of changing organizations there is always need to re-evaluate the process of crisis management in both theory and application levels.

Easy-to-understand metrics have a stronger impact on the process and the people who use it. The satisfaction of a customer depends on service or product quality. As a result of this the analysis of the conception of communication audit and its practical implementation are very relevant. On the other hand, the organizational quality is the overall view of it, but it is necessary to measure communication quality with customers as it is very sensitive department which makes the main influence to the customers.

As the customer is the main core of the success of the organization it is very important to tutor the members of the communication with customers department. Communication is a necessary and very important element of every organisation, without reference to its size: In conclusion, the organization should value the quality of communication with customers and identify the criteria to measure it.

Heads often insufficiently evaluate possible threats or hope that they will not meet critical situation. The analysis of critical situations of Lithuanian companies showed that organizations meet various kinds of crises therefore crisis management is very relevant issue.

Shibboleth authentication is only available to registered institutions. The deduction that expedient communication during the crisis may help to retain the reputation of the organization and avoid big losses has been proved by conducted research.

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