The Journal of the Korea Contents Association (한국콘텐츠학회논문지)

The Korea Contents Association (한국콘텐츠학회)
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The Structure and the Effect of Crisis Storytelling

위기상황에서 스토리텔링의 구성방식과 효과에 대한 분석

  • 홍숙영 (한세대학교 신문방송학과) ;
  • 조승호 (숭실대학교 글로벌통상학과)
  • Received : 2014.09.03
  • Accepted : 2014.10.07
  • Published : 2014.12.28
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Abstract

This research examines a storytelling of a crisis presented in news coverages about Asiana Airline accident happened at San Francisco airport on July 6th, 2013. and investigate how the storytelling affects public's image toward an organization. To answer the research questions, qualitative content analysis of news articles (n=101) and survey (n=125) were employed. The subjects for the content analysis were Chosun Daily Newspaper and Hankyoreh Daily Newspaper, and the period of news articles is range from June 6th, 2013 to June 12th, 2014. The results showed that 10% out of total news articles was positive description toward stewardess who handled the crisis well in emergence situtation. The major expressions of depicting the stewardess's heroic activities in the news articles were tears, composure, hero, quick response, sacrifice, sorry, and so on. The online survey was conducted from Nov. 15, 2013 to Feb. 14, 2014 and found that the stewardess heroic activity influenced positively public's evaluation on Asian airline's crisis management and image of the company.

본 연구는 항공위기와 관련하여 언론을 통해 어떠한 위기 스토리텔링이 형성되는지 신문기사를 분석하여 살펴보고 이러한 스토리텔링이 고객들의 기업에 대한 평가에 어떠한 영향을 미치는지에 대해 고찰하고자 하였다. 이를 위하여 질적인 방법인 내용분석을 통해 스토리텔링 구조를 파악한 뒤 설문조사를 실시하여 실제 공중들의 평가는 어떠한지 살펴보았다. 그 결과 대상 기사의 10% 정도가 승무원들의 영웅적인 활약상에 대해 긍정적으로 보도하고 있었으며, 메시지는 '눈물, 침착, 영웅, 민첩한 대처, 헌신, 유감, 기타'로 유형화되었고, 승무원들의 영웅적인 활약상에 대한 기사들은 영웅신화의 분리, 입문, 회귀의 이야기구조를 형성하고 있는 것으로 나타났다. 그리고 위기 상황에서 승무원들의 헌신적인 활동은 기업의 위기대처 능력의 평가와 기업이미지에 긍정적인 영향을 주는 것으로 조사되었다.

Keywords

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