Abstract

While disruption of learning has become a common, almost a permanent feature, of universities in Africa, crisis response strategies in these organisations remain understudied. This article reports on a case study which focused on Daystar University (DU) in Kenya that was plunged into a crisis leading to its closure when students boycotted lectures to protest poor infrastructure and fee increment. The study used Coombs Situational Crisis Communication Theory (SCCT) to analyse crisis response strategies utilised at DU. The study found that the reputational threat was severe and that the university identified with the victim cluster in its crisis response strategies to protect its positive reputational history. Specifically, the SCCT deny response strategies were applied in DU's initial communication utilising the corresponding scapegoat tactic. But later, deal response strategies were applied although ineffectively. Thus, the research recommends that in future, DU should broaden its crisis response strategies in order to effectively reach all constituencies and protect its reputational capital.

摘要

虽然学习中断已成为非洲大学的一个普遍的、几乎是永久性的特征，但这些组织的危机应对策略仍未得到充分研究。本文报道了一个案例研究，该研究关注肯尼亚的 Daystar 大学 (DU)，当学生抵制讲座以抗议基础设施薄弱和费用增加时，该大学陷入危机，导致其关闭。该研究使用 Coombs 情境危机沟通理论 (SCCT) 来分析 DU 使用的危机应对策略。研究发现，声誉威胁非常严重，大学在其危机应对策略中确定了受害者群体，以保护其良好的声誉历史。具体来说，SCCT 拒绝响应策略被应用在 DU 的初始通信中，使用相应的替罪羊策略。但后来，尽管无效，但应用了交易响应策略。因此，研究建议未来，DU 应扩大其危机应对策略，以有效地覆盖所有选区并保护其声誉资本。