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Gestão de comunicação de crise na PSP: reflexões e contributos
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Abstract(s)
A gestão de crises é uma preocupação antiga no seio das organizações dadas as consequências negativas que normalmente advêm deste tipo de evento. Face ao seu caráter de inevitabilidade, excepcionalidade, relevância e reduzido tempo para aplicação de contramedidas,
torna-se imprescindível a adoção de mecanismos organizacionais internos nas instituições
ou empresas para que se possa eliminar o mais rapidamente possível a crise e, ao mesmo
tempo, mitigar os seus efeitos junto dos stakeholders. Com o contínuo incremento do elemento “comunicação” na gestão de crises organizacionais, torna-se fulcral perceber qual a
importância que a Polícia de Segurança Pública (PSP) tem dado a esta temática. Para cumprir este desígnio e adotando um método de análise tórico de índole qualitativa, analisaram-se diversos documentos de caráter estratégico e comunicacional elaborados na PSP,
não se verificando quaisquer normas que definam critérios ou procedimentos relativos à
gestão de uma crise com o intuito de minorar os efeitos, normalmente nefastos a nível comunicacional, e que afetam a sua imagem reputacional, o que contraria as boas práticas sugeridas no campo teórico relativamente a esta temática.
Crisis management is a long-standing concern within organizations given the negative consequences that usually arise from this type of event. Given its inevitability, exceptionality, relevance, and brief time for the application of countermeasures, it becomes essential to adopt internal organizational mechanisms in institutions or companies so that the crisis can be eliminated as quickly as possible and, at the same time, mitigate its effects on stakeholders. With the continuous increase of the element "communication" in organizational crisis management, it is crucial to understand the importance that Polícia de Segurança Pública (PSP) has given to this matter. In order to fulfill this purpose, and adopting a qualitative theoretical analysis method, several strategic and communicational documents produced by the PSP were analyzed. There were no rules defining criteria or procedures regarding the management of a crisis to minimize its effects, usually harmful at a communicational level, and that affect its reputational image, which goes against the best practices suggested in the theoretical field regarding this issue.
Crisis management is a long-standing concern within organizations given the negative consequences that usually arise from this type of event. Given its inevitability, exceptionality, relevance, and brief time for the application of countermeasures, it becomes essential to adopt internal organizational mechanisms in institutions or companies so that the crisis can be eliminated as quickly as possible and, at the same time, mitigate its effects on stakeholders. With the continuous increase of the element "communication" in organizational crisis management, it is crucial to understand the importance that Polícia de Segurança Pública (PSP) has given to this matter. In order to fulfill this purpose, and adopting a qualitative theoretical analysis method, several strategic and communicational documents produced by the PSP were analyzed. There were no rules defining criteria or procedures regarding the management of a crisis to minimize its effects, usually harmful at a communicational level, and that affect its reputational image, which goes against the best practices suggested in the theoretical field regarding this issue.
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Keywords
comunicação; gestão de crise; organização; PSP; stakeholders; communication; crisis management; organization; PSP; stakeholder