Özet:

In this research, the impact of crisis, which is a difficult process for institutions, on institutions is investigated and what needs to be done before, during and after the crisis management process in order to evaluate the crisis processes as a whole is discussed. In order to obtain accurate information for the study, firstly a literature review was conducted and in-depth interview technique as one of the qualitative research methods was used. Interviews were conducted with the officials of four public relations agencies from which the institutions received support during the crisis and who are members of the Communication Consultancy Companies Association (IDA). In the research, the contribution of public relations agencies that support institutions in this process by listing the things to be done in crisis, which is a difficult process for institutions, is supported by expert opinions. These five questions that were asked to the authorities within the interviews discussed how public relations agencies supported the institutions during the crisis. The same question was asked to each participant and the answers received were; The importance of determining the crisis team before a crisis occurs, including experts in this team, and providing training to these people and organizing how they will behave in the event of a crisis is emphasized. The impact of crises, which can have devastating effects on institutions, on corporate reputation is also discussed and the work that can be done to protect their reputation is mentioned. In the research, with the developing technology, the importance of social media channels, which is one of the most feared channels of institutions in times of crisis, is also mentioned and the impact of these channels during the crisis is included

Anahtar Kelimeler: