La gestión de la comunicación en situaciones de crisis en los
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Haydée Guzmán Ramírez - Ivonne Rosío Ortiz La gestión de la comunicación en situaciones de crisis en los sectores privado, público y multinacional 39 La gestión de la comunicación en situaciones de crisis en los sectores privado, público y multinacional1 Management of communication in crisis situations in the private, public and multinational sectors Autores » Resumen » Haydée Guzmán Ramírez 2 Ivonne Rosío Ortiz 3 En este artículo se presentan los resultados de una investigación en la que se identifica el proceso comunicativo desarrollado en situaciones de crisis en los sectores privado, público y multinacional. En la primera parte se realiza una revisión teórica sobre el manejo de las crisis desde las comunicaciones, se analizan los enfoques de varios autores sobre este tema y se caracterizan los sectores. En la segunda, se presentan la metodología y los resultados de la investigación aplicada, donde se confirma la hipótesis, según la cual, aunque en los tres sectores se utiliza un modelo generalmente reconocido y aceptado, su aplicación no es igual en cada uno de ellos, llevándolos a adoptar un modelo propio, con efectos diferentes en cada caso. Se presentan, finalmente, las conclusiones y reflexiones que ampliarán el conocimiento sobre este tema y serán punto de partida para futuras investigaciones sobre comunicación de crisis. Recibido 12 agosto 2012 Aceptado 27 septiembre 2012 (1) Éste artículo contiene los resultados de una investigación en la que se identifica el proceso comunicativo desarrollado en Palabras clave Abstract » Key words: Crisis, comunicación de crisis, organizaciones empresariales, organizaciones públicas, organizaciones multinacionales. In this article the results of an investigation which identifies the communicative process developed in crisis situations in the private, public and multinational sectors are presented. In the first part a revision of theory is conducted regarding the management of the crisis from the communication, it analyses the focuses of various authors on this topic and it characterizes the sectors. In the second part, the methodology and the results of the applied investigation are presented and the hypothesis is confirmed, according to which, although in the three sectors a general recognized and accepted model is used, its application is not equal in each case, causing them to adopt a model of their own, with different effects in each case. Finally, the conclusions and reflections are presented that will amplify the knowledge about this topic and they will be a departure point for future research about crisis communication. Crisis, crisis communication, business organizations, public organizations, multinational organizations situaciones de crisis en los sectores privado, público y multinacional, realizado en INPAHU (2) Magíster en Docencia de la Universidad de La Salle. Docente investigadora, INPAHU. lidercom@etb.net.co (3) Especialista en Comunicación Organizacional de la UNAB, docente de la Facultad de Comunicación, Información y Lenguaje de INPAHU. ruizivor@gmail.com 40 Pp 39 - 55. 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