Victimization was used by Pfizer to try and switch from an intentional cluster to a victim cluster that had not worked for Pfizer as victimization is most effective to switch from an accidental cluster to a victim cluster, and not from an intentional one.

The justification was used by Pfizer with moderate success as the explanation of their view on the situation was criticized by the media and only a few medical organizations expressed their support for Pfizer in the case.

Ingratiation as the crisis response strategy is the most interesting for us in this research, as in this strategy an organization refers to its past socially beneficial actions to mitigate the adverse consequences of a crisis. Pfizer, as it has already been said, was relying heavily on the socially responsible nature of their action in Nigeria and this stance remained so through the whole crisis communication campaign (Pfizer.com, 2009). Yet the strategy has shown only very moderate results as media remained skeptical about the ethical grounds of their enterprise(BBC, 2011).

Corrective action strategy was the most effective for Pfizer as the support and care for the participants of the Trovan trial helped to settle the conflict between Pfizer and the Nigerian government peacefully without further legal accusation towards Pfizer (Pfizer.com, 2009).

As to summarize the SCCT based analysis of the case:

Crisis type: Organizational misdeed with injures (preventable cluster) - strong crisis responsibility attribution and severe reputational threat)

Response strategies: victimization, justification, ingratiation, and corrective action.

CSR impact: if the stakeholders were to believe the social nature of the Trovan trial, crisis cluster with less crisis responsibility and reputational threat would have been attributed to the case. Thus, response strategies used would have been able to change the crisis responsibility attribution to even a lower level with less severe reputational damage. This had never happened as stakeholders involved as well as the media believed that the main reason for Pfizer to conduct the drug trial on children was to release their drug to the market and start making profit as soon as possible.

4.3 Crisis and Emergency Risk Communication Theory Implementation

To expand the analysis of the Pfizer case we will further implement the CERC model in order to track the development of the conflict (Reynolds et al, 2005). CERC is mostly applied in analyzing communication concerning natural disasters or disease spread, as well as in the health care realm of organizational communications. Thus, since the situation in the case has developed on the ground of epidemy and further medical experiments, CERC will be an asset for us to further analyze the case.

The transition from risk to a crisis is essential for the CERC model, thus, we should start with defining the risks Pfizer had faced before they started their trial, and tracking the point of transition of risk into a crisis. Moving forward, we will analyze the case based on the five stages crisis development model introduced by CERC.

At the moment of Trovan being under development and the epidemy emerging in Nigeria, Pfizer had two options: to continue the clinical trial with animals and volunteers or move their trial to Nigeria to do both, help save children's lives and, at the same time, to be able to test their new drug and release to the market faster. The second path, which was chosen by Pfizer, implied such risks as the trial going wrong and Pfizer being involved in an international scandal with their drug. This particular risk had been eliminated with the laboratory tests proving Trovan's safety and effectiveness. However, side effects were not yet thoroughly studied, which has created another risk of Pfizer being accused of administering an unsafe drug with side effects more severe than its curing effect(Trovan Fact Sheet).

The second risk, consequently, led to an intense crisis outbreak ten years after the drug trial. As a strategy to ameliorate the crisis, Pfizer tried to refer their actions to their CSR campaign aiming at helping Nigerian children with the most appropriate medicine they had at the moment. However, the public remained skeptical and general opinions translating by news media were critical. Thus, the crisis has significantly undermined Pfizer's reputation (CNN, 2010).

Let us now turn to a more detailed analysis based on the five stages crisis communication model presented in the CERC theory:

Pre-crisis. At this stage, Pfizer was conducting their Trovan trial on the Nigerian children. They were aware of the possible risks involved in the trial, thus, communications were aimed at ensuring public safety. Legal procedures were agreed upon with the USA and Nigerian governments, Pfizer was legally allowed to conduct the Trial (Trovan, statement of defense, 2007). Later on, Pfizer was accused of unclear communications with the children's families as, due to the language barrier, Pfizer failed to explain that the drug was experimental and another safe drug with proven effectiveness was being administered in the other part of the hospital building. Pfizer, however, claims that communications were clear at all stages of the trial and professional translators were there to assist the parents. The whole enterprise was presented to be a social mission of Pfizer, as a socially responsible brand, doing their best to save the lives of the children (Trovan, statement of defense, 2007), (Pfizer.com, 2009).

Initial Event. This stage took ten years to appear as the trial took place in 1996 and the lawsuit was filed against Pfizer in 2006. At the moment, Pfizer took a protective stance and expressed disappointment of the Nigerian government blaming them after a long history of partnership and Pfizer's support for the Nigerian people's health, 1996 epidemy included (Washingtonpost, 2007).

Maintenance. The crisis communication remained at this stage for four years before the conflict was fully resolved in 2010. During the whole stage, Pfizer kept refusing their fault in the situation and highlighting their humanitarian intensions in the Trovan trial. All the side effects were claimed to be caused by the disease itself.

Resolution. At this stage, in 2010, Pfizer once more referred to their social standing in the situation and, once the legal process was stuck, offered to resolve the matter without further legal implications, Pfizer offered to establish a fund for helping those who had once gone through Trovan trial as well as their families. They also offered to grant a certain amount of money to the Nigerian government to support local healthcare institutions. However, Pfizer has never publicly apologized for the matter and never referred to the children in question as to victims. Their financial helped was as well explained as their desire to support the local community and not as a form of apology (Pfizer.com, 2009).

Evaluation. All in all, Nigerian people and the government had to accept Pfizer's offer as the legal investigation never managed to prove Pfizer's fault in the case and financial support was appreciated at the moment. However, people kept blaming Pfizer for valuing financial interests above human lives. Stakeholders did not trust Pfizer's CSR stance at the moment of the Trovan trial, thus, they did not accept the explanation of the humanitarian nature of the trial(BBC, 2011).

As to summarize this piece of analysis: the risk of public blame was turned into crisis due to, among other reasons, the public general mistrust towards Pfizer's social stance in the issue.

4.4 Speaking Grid by Dell Hymes Implementation

As the final step of the case analysis, we will implement the SPEAKING grid to fully study the course of crisis communications and their causes and consequences. Before moving on to the analysis part it is, however, crucial to define participants as well as the frames of the communicative event. Even though we have participants as one of the elements of the SPEAKING grid, it would be logical to define the parties involved before analyzing any of their interrelations.

The first and foremost participant is, of course, Pfizer who had to face the legal accusations as well as many customers' criticism. As for the other party, it would be reasonable to think that the Nigerian accusers, as well as the Nigerian government, would be the other party in question. They, however, had rarely spoken out publicly and, thus, there is still little to discover about their stance in the process of communications as most of the correspondence was privet. News media, however, showed an immense interest in the Pfizer case and press releases from both, news media and Pfizer, are accessible nowadays. Moreover, as it was said in the theoretical chapter of this work, news media play a crucial role in forming the publics' opinion, thus, their attitude towards a certain crisis would be generally accepted by the public. Pfizer was replying frequently to the news media accusations via their own publications and announcements, thus, a certain line of communications can be tracked and analyzed.

As for the communicative situation to analyze, we will use a set of news media publications from both news media described above CNN (CNN, 2010), the Guardian(The Guardian, 2011),(The Guardian, 2010), Forbes(Forbes, 2009), BBC(BBC, 2011), (BBC, 2007), as well as Pfizer's official website (Pfizer.com), (Trovan Fact Sheet), (Trovan, Statement of Defense, 2007), (Pfizer.com, 2009), (Kaskins, 2007). Publications from both sources mostly build on the model where news media accuse Pfizer of treating children in an African country with an unsafe drug for the sake of quick monetization, whereas Pfizer denies those claims with providing their legal agreements with the Nigerian government, laboratory tests results, and hyperbolizing their social stance on the issue.

Now, as we agreed upon the participants and the frames of the communicative event, let us move on to the analysis of the crisis communications with the Speaking grid.

Setting and Scene: the situation surrounding the communications between Pfizer and the accusatory news media were taking place in the unsettling times of medical tests being conducted on the citizens of the developing world's countries. At the time several huge scandals of testing unsafe drugs on the citizens of other African countries were brought into the public's view as well. Thus, Pfizer was initially expected to be guilty by many news media and customers who were witnesses of many other drug testing scandals of the kind. At the same time, certain pharmaceutical companies were supportive of Pfizer, explaining the conflict as the unavoidable adverse consequence of doing business in the medical sphere. Risks are always high and customers are more likely to find a company to blame, rather than accepting the hard truth of not being able to cure certain illnesses or avoid certain side-effects.

Participants: as it has been defined above, we take Pfizer and certain news media as the main participants of the event. Yet, as due to the Speaking grid there are the speaker and the audience in any communicative event, we can say that both Pfizer and news media are generally speaking to the customers (either Pfizer or news media or more often both). However, to deepen the analysis, it is important to note, that, while forming the customers' opinions, news media also represent it and speak to Pfizer from their customers standing, as the latter do not have other direct channels of communicating with Pfizer (at least not the ones we are capable of analyzing). At the same time, while answering the news media accusations, Pfizer, is, first of all, targeting their main audience to be convinced of their innocence and not the media themselves. Thus, we can say that, even though being seemingly excluded from the communicative analysis or the communication itself, the public remains to be the third party deeply involved in the process of communications.

Ends: as it usually happens according to the Speaking grid, various participants of the communicative event strive to reach various, not-corresponding goals. Pfizer's goal is quite clear as their first and foremost intention in the event was to minimize reputational harm as well as avoid any legal claims. Customers are interested in receiving the most up-to-date information about the crisis and make sure social justice is being performed. At this stage, as it was already mentioned in the first chapter of this paper(Du, Bhattacharya & Sen, 2010), many customers prefer brands with clear ethical grounds to their business, thus, understanding the moral side of the issue was important for many customers. News media were aiming at providing as much new information on the case as possible, while also attracting as many readers as possible.

Act Sequence: here we are to understand the order of communications surrounding the reputational crisis. First of all, Pfizer reacted proactively to the legal claims filed against it by the Nigerian side. The so-called "Trovan statement" was issued by Pfizer (Haskins, 2007), where the company's position was fully explained with wide referring to the socially responsible nature of their work with the people of Nigeria. With this document and those which followed Pfizer was trying to express their idea of socially responsible behavior towards Nigerian citizens. At the same time, news media reports issued at the time of the crisis seem to ignore the CSR stance Pfizer had taken and mainly concentrate on the adverse drug effects. And, as news media greatly influence the public's attitudes, at this point CSR politics of Pfizer were not widely accepted as the sincere ones.

Key: the tone and the manner are quite neutral through the whole process of communications. News media do take more accusing and questioning tone to their communications, however, it remains fairly formal and not very expressive. Pfizer, at the same time, is appealing to the readers' compassion and understanding (victimization and ingratiation strategies of SCCT). They also show understanding and compassion towards the children who went through the Trovan trial. However, even though adding this "human touch" key element to their communication strategy, Pfizer remains strained and formal in their publications.

Instrumentalities: Both Pfizer and news media use formal register for transmitting their stance and information concerning the crisis. As for the channels, Pfizer's most common communication channel is their official web-site as well as announcements publicized in the media. News media who oppose Pfizer in the case use their own websites and magazines for communicating on the matter. Customers, who are information recipients in the case, do not openly take part in communicating their ideas and news media are their mediums to express public concerns.

Norms: all the participants of the communicative event are to follow the norms of politeness and clearness of their expressions. If any of the parties break any of the norms their message would be at the risk of distortion and further communicational flaw would occur.

Genre: the communicative event mostly takes place in the form of articles (issued by both news media and Pfizer). Pfizer also issued statements, official documents used for the press and public to have a clearer and more positive view on the Pfizer's position in the case.

All in all, Speaking grid-based analysis has helped us to understand the nature of crisis communications more clearly. Pfizer, during the whole course of communications, was taking a protective stance, denying any fault, yet showing understanding and desire to help the Nigerian children to overcome the consequences of the disease. They never stopped highlighting their desire to support local communities and their highly responsible stance on the issue. News media, however, seemed to mistrust Pfizer on the CSR position and attributing the crisis responsibility to the company. Customers and Nigerian children, expressing their opinions via the news media in question (and at the same time being influenced by those news media), claimed to mistrust Pfizer on their CSR stance in the issue and accuse them of unethical drug trial with adverse side effects.

оrganizational crisis communication brand reputation



5. Artificial Case Study Analysis

5.1 Artificial Case Study Design

As of the next part of our research, we will design an artificial case with a set of related questions aimed at grounding the data we have received from analyzing the case of Pfizer. In order to make the newly designed case close to the original Pfizer one, we will implement Pfizer behavior patterns drawn out from the analysis based on SCCT, CERC, and the SPEAKING grid. Moreover, the questionnaire results are to answer the research questions from the introduction to this paper:

1. What is CSR role in organizational communications?

2. What is Corporate Social Responsibility influence on the success or failure of organizational crisis communications?

3. Does CSR perceived as insincere inhibit the course of crisis communications?

To answer the questions above, the artificial case ought to describe an organization with a clear CSR position and an opportunity to communicate this position to the customers. We are to evaluate the degree to which prospective customers would trust their CSR politics and, as a crisis is presented, to what degree they seem to attribute crisis responsibility to the organization after crisis communications. We are to track whether the level of crisis responsibility attribution depends on the perceived sincerity/insincerity of CSR communications of the organization.

According to the SCCT analysis, Pfizer's crisis falls into the category of organizational misdeeds with injuries (or any other harm done to the stakeholders), thus, our artificial crisis should also belong to this category, as well as should the responsive strategies be victimization, justification, ingratiation, and corrective action. We concluded that those strategies did not convince Pfizer's customers and news media since none of them believed in the CSR nature of Pfizer's actions in Nigeria. In our case, we shall see whether the situation will be repeated.

To reflect the CERC theory in our artificial case analysis, we will divide the case into five stages: pre-crisis (where the organization, its operations, and its CSR stance will be presented), initial-event (where the crisis will be introduced to the prospective customers), maintenance (the course and core message of crisis communications described), resolution (the crisis outcomes will be presented and the respondents are to evaluate their standing on those outcomes), and evaluation(which will be conducted in a form of an after-case evaluation).

We will also keep the main details of the SPEAKING grid-based analysis intact in the situation. As we will keep the same organizational communications settings in our artificial case; the organization, news media, and the customers will remain the main participants; the ends shall be the same as those of the Pfizer case(lessen reputational loss for the organization and receiving and publishing the most up-to-date information for customers and media); and the act-sequence will be preserved similar (with the help of the CERC framework described above); key and instrumentalities remain in the same form of official organizational claims and news reports; norms (polite and clear communications) and genre of the communication will also repeat those of the Pfizer's case.

As to keep the respondents concentrated while answering each of the questions, we will divide the case into four parts (according to the CERC classification described above) with a question following each of the parts. Moreover, it is important to keep each part concise and short to keep the participants concentrated and engaged. The artificial case goes as follows:

1. An international software development company Phoenix works on PC program development. They develop tools for safe data storage and cloud services. Phoenix claims customers' personal data safety to be their top priority and always works towards protecting their clients' privacy. As a part of their social responsibility campaign they have organized a fund for those who have suffered their personal data leakage, they also strive to educate people on the importance of protecting personal data via launching certain educational programs on the matter.

- Please, asses, whether Phoenix's intention to work on data privacy protection is sincere or it is barely used for gaining publicity:

(Here the respondents are given a range from 1 to 10, where 1 is pure publicity purposes and 10 is sincere data protection)

2. In August 2019 media reports appeared claiming Phoenix is accused by one of its major corporate clients of selling their private information to their main competitors in the market. The lawsuit was filed against Phoenix for the private data trade.

3. As a response to the accusations, Phoenix, first of all, claimed the data in question was stolen and they never conducted any illegal actions towards their clients' data. Later on, they also claimed all the data was privately stored and there is no chance the leakage took part from their side. At the same time, Phoenix expressed serious disappointment for being accused of data security break as they have always been those to help customers to keep their data private. The legal investigation has never managed to prove Phoenix's fault in the matter. Phoenix, however, supported the client with a grant from their charity fund as well as they conducted their own security check at their client's organization to make sure their private information is to be safe from now on.

- How likely are you to blame Phoenix for the data leakage?

(Here the respondents are given a range from 1 to 10, where 1 is Phoenix are responsible for the data leakage and 10 is Phoenix are not responsible for the data leakage)

4. As a result, the organization who had suffered data leakage recalled their lawsuit and accepted the grant offered by Phoenix. At the same time, they expressed regret for their information loss which has cost them more than what was offered by Phoenix. Phoenix in their official press-release claim they will further work with the client and introduce more data protection activities for the customers. The client organization does not give any comments on the prospects of their future work with Phoenix.

- If you were a user of Phoenix products, would you keep using their software or switch to another brand? Please, rate from 1 to 10 how likely you are to use Phoenix's services:

(Here the respondents are given a range from 1 to 10, where 1 is I will switch to a more responsible brand and 10 is I will use the Phoenix software, they are a responsible brand)

To further double-check the results of the questionnaire we will divide the respondents into two equal groups one of which will be the focus-group and the other the control group. Respondents from the focus group will receive the original case with all of the questions described above. And, as the main purpose of our research is to track the connection between CSR and the crisis communications outcomes, we will give the same case yet with CSR excluded to the control group. Thus, we will be able to see whether CSR actually impacts the outcomes of crisis communications. This approach will allow us to track the influence CSR has on the outcomes of crisis communications (the main metrics for success here is the customers' retention after the crisis).

An important remark is also to be made at this stage: as the questionnaire will be sent to the customers of the international companies the text of the questionnaire will be translated to the Russian language and only then dispersed among the respondents to prevent language barrier from distorting the results. (Appendix 1).

5.2 Results Interpretation

As a result, 96 answers were collected to the questionnaire with an artificially designed case and 93 to the control group questionnaire. Answers to the two questionnaires generally prove the impact initial CSR has on the outcomes of crisis communications (customers decide to stay with the brand or switch to another one).



Figure 1

Figure 2

Figures 1 and 2 represent the likeliness of the customers to blame the organization for the data leakages on the scale from 1 to 10, where 1 is Phoenix are responsible for the data leakage and 10 is Phoenix are not responsible for the data leakage. Figure 1 represents the focus group results (with the CSR stance explicitly stated), whereas Figure 2 represents the control group where the CSR stance of the organization was omitted. As we can see from the bar charts, customers are more likely to attribute the crisis responsibility in the case where no CSR stance was presented. At the same time, respondents of the focus group generally show less judgmental approach and range most of the answers from 5 to 9, which is a favorable situation for the organization in question.

Further results also show the CSR's positive influence on the customers' retention. As the last questions, the respondents were asked to assess their likeliness to switch to a more responsible brand where 1 is I will switch to a more responsible brand and 10 is I will use the Phoenix software, they are a responsible brand. The results show the following trend:

Figure 3

Figure 4

Figure 3 represents the customers' retention in the case where the CSR stance was explicitly presented. As we can see from the chart - the respondents mostly asses their likeliness to remain with the organization as 8 and 9. At the same time, respondents of the control group mostly answer to the same answer ranging their likeliness to remain with the organization from 2 to 5, which is closer to the negative part of the range (customers in this case claim to be more likely to choose another, more trusted brand). Yet even in this case, there is around 20 percent of the customers who claim to be likely to stay with the organization. Thus, there are other factors to be considered other than CSR to acquire the most accurate results.

Moreover, focus group results show a certain correlation between the likeliness of the customers to trust the CSR stance of the organization and their further likeliness to attribute the case responsibility to the organization. If the customers mistrust the CSR stance (1-4 on the scale), then their average likeliness to remain with the organization is approximately four (though a note must be made that only a small proportion of the respondents have chosen to mistrust the CSR stance of the organization). At the same time, those who ranged their level of trust to CSR from 6 to 10, tend to have an average of likeliness to remain with the organization of 7.4 (Appendix 2 for the whole table).

In general, the case study results show a steady correlation between CSR and the outcomes of crisis communication. Customers are more likely to leave the brand after a reputational crisis if no CSR politics is presented. At the same time, customers who tend to mistrust the CSR communications are likely to further mistrust the crisis communications if an event, threatening organizational reputation, occurs.

Yet, the research results still leave ample room for further investigation on the topic as many undiscovered factors were likely to influence the case study results. Further studies should be conducted to ground the initial findings and describe all of the possible correlations between CSR and crisis communications.



Conclusion

In this research, we have studied the interconnection between the organizational CSR politics and the role they play in organizational crisis communications. The research is built on the three major communication theories namely SCCT, CERC, and the SPEAKING grid. Previous findings of those studies as well as their implementation of the case-study analysis have helped us to deeply analyze the interconnection between CSR and crisis communications.

First of all, we assumed that CSR perceived as sincere and honest would benefit an organization during their crisis communications. The following research questions were stated:

1. What is CSR role in organizational communications?

2. What is Corporate Social Responsibility influence on the success or failure of organizational crisis communications?

3. Does CSR perceived as insincere inhibit the course of crisis communications?

We have started the work by laying the theoretical grounds for the research. The role of crisis communications and CSR in the reputational crisis resolution was studied as well as the three communication theories further implemented in the work.

After laying the theoretical ground for the research we analyzed a case of a pharmaceutical organization Pfizer, accused of unethical behavior which was in contrast with their CSR stance. The case-study analysis has proven the assumption of CSR being able to influence the outcomes of crisis communications. To further double-check the case-study analysis results, we have designed a similar artificial case based on the three communication theories (SCCT, CERC, and the SPEAKING grid). A set of related questions was then developed to assess the public's attitude towards CSR stance of an organization and their further attitude towards the organization in an event threatening organizational reputation. Two versions of the case were designed: one with an explicit CSR stance of an organization and the other without mentioning the CSR stance of an organization.

Questionnaire results show that people tend to be more loyal to an organization after a reputational crisis if the organization has been doing CSR activities before the crisis. At the same time, people who have initially mistrusted the stated CSR position of an organization were more likely to choose to switch to a more responsible brand if an event threatening organizational reputation occurs. The following conclusions have been made based on the case-study analysis and the artificial case analysis:

1. CSR is a useful tool for an organization to build stronger and more trustful relationships with their customers.

2. At the same time, they are to be careful, as if the customers mistrust organizational CSR activities they are more likely to switch to another brand in case of a reputational thereat. However, the customers are more likely to switch to a more responsible brand if no CSR practices are presented at all.

3. CSR perceived as insincere tends to inhibit the course of crisis communications.

This work may be further used to help organizations build more trustful and productive relationships with their customers. At the same time, it can help those involved in organizational crisis communications to choose the right course of action during the reputational crisis and implement their CSR activities to building stronger organization-customer ties if the initial level of trust to their CSR communications allows doing so.

At the same time, this research can be used to further study the theory of organizational communications in terms of CSR and crisis communications. Other factors influencing the outcomes of crisis communications are to be thoroughly studied as well as the factors that prevent the customers from trusting the sincerity of organizational CSR communications.



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Appendix 1

Focus Group Questionnaire

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Спасибо!

*Все данные кейса смоделированы авторами для тестирования заданных гипотез, все совпадения с реальными организационными практиками и названиями брендов случайны.

Международная компания Phoenix занимается разработкой облачных сервисов и инструментов для безопасного хранения данных. Phoenix утверждает, что безопасность личных данных клиентов является их главным приоритетом, и всегда работают над защитой конфиденциальности своих клиентов. В рамках своей кампании по социальной ответственности они организовали фонд для тех, кто пострадал от утечки личных данных, а также стремятся разъяснить людям важность защиты личных данных в интернете, запуская соответствующие образовательные программы. Пожалуйста, по шкале от 1 до 10 оцените, считаете ли Вы намерение Phoenix развивать сферы защиты данных искренним или нацеленным исключительно на создание позитивного публичного имиджа?

(Где 1 нацеленность исключительно на публичность и 10 - искреннее стремление развивать сферу защиты данных)

В августе 2019 года в СМИ появились сообщения о том, что один из крупнейших корпоративных клиентов обвиняет Phoenix в продаже частной информации компании её основным конкурентам. Иск был подан против Phoenix за торговлю частными коммерческими данными.

В ответ на обвинения Phoenix заявили, что указанные данные были украдены и они никогда не занимались незаконной торговлей информацией. Позже они также объяснили, что вся информация на их серверах хранится в частном порядке и утечка со стороны Phoenix невозможна по техническим причинам. В то же время, Phoenix выразили серьезное разочарование в связи с поступившими обвинениями, так как защита частной информации в интернете всегда была фокусом их работы. Юридическое расследование не смогло найти ни доказательств ни опровержений причастности Phoenix к продаже данных клиента. Phoenix, однако, добровольно поддержали клиента за счет средств своего корпоративного благотворительного фонда, а также провели собственный аудит безопасности хранения информации клиента, чтобы убедиться в наличии надлежащих мер по защите данных. Насколько Вы склонны считать, что Phoenix действительно причастны к утечке частных данных клиента?

(Где 1 - Phoenix причастны к утечке данных и 10 - Phoenix НЕ причастны к утечке данных)

В результате, организация, пострадавшая от утечки данных, отозвала иск против Phoenix и приняла предложенную ими финансовую поддержку. В то же время, они выразили сожаление об утечке данных, стоившей им суммы больше той, что была предложена Phoenix. Phoenix в официальных пресс-релизах заявляют о продолжении работы с клиентом и предоставлении еще больших возможностей для защиты данных всех своих клиентов. Пострадавшая от утечки данных организация-клиент никак не комментирует возможность возобновления сотрудничества с Phoenix. Если бы Вы были пользователем продуктов Phoenix, продолжили бы Вы сотрудничество с ними после описанного инцидента? Пожалуйста, оцените по шкале от 1 до 10 вероятность использования разработанного Phoenix ПО:

(где 1 - переключусь на ПО от более ответственного бренда и 10 - буду использовать разработанное Phoenix ПО, их политика достаточно ответственна) Control Group Questionnaire:

Пожалуйста, прочитайте небольшой кейс*, связанный с организационными коммуникациями, и оцените свое отношение к описанной в нем ситуации. Опрос займет не более 5-7 минут.

Спасибо!

*Все данные кейса смоделированы авторами для тестирования заданных гипотез, все совпадения с реальными организационными практиками и названиями брендов случайны.

В августе 2019 года в СМИ появились сообщения о том, что один из крупнейших корпоративных клиентов обвиняет Phoenix в продаже частной информации компании её основным конкурентам. Иск был подан против Phoenix за торговлю частными коммерческими данными.

В ответ на обвинения Phoenix заявили, что указанные данные были украдены и они никогда не занимались незаконной торговлей информацией. Позже они также объяснили, что вся информация на их серверах хранится в частном порядке и утечка со стороны Phoenix невозможна по техническим причинам. В то же время, Phoenix выразили серьезное разочарование в связи с поступившими обвинениями, так как защита частной информации в интернете всегда была фокусом их работы. Юридическое расследование не смогло найти ни доказательств ни опровержений причастности Phoenix к продаже данных клиента. Phoenix, однако, добровольно поддержали клиента за счет средств своего корпоративного благотворительного фонда, а также провели собственный аудит безопасности хранения информации клиента, чтобы убедиться в наличии надлежащих мер по защите данных. Насколько Вы склонны считать, что Phoenix действительно причастны к утечке частных данных клиента?

(Где 1 - Phoenix причастны к утечке данных и 10 - Phoenix НЕ причастны к утечке данных)

В результате, организация, пострадавшая от утечки данных, отозвала иск против Phoenix и приняла предложенную ими финансовую поддержку. В то же время, они выразили сожаление об утечке данных, стоившей им суммы больше той, что была предложена Phoenix. Phoenix в официальных пресс-релизах заявляют о продолжении работы с клиентом и предоставлении еще больших возможностей для защиты данных всех своих клиентов. Пострадавшая от утечки данных организация-клиент никак не комментирует возможность возобновления сотрудничества с Phoenix. Если бы Вы были пользователем продуктов Phoenix, продолжили бы Вы сотрудничество с ними после описанного инцидента? Пожалуйста, оцените по шкале от 1 до 10 вероятность использования разработанного Phoenix ПО:

(где 1 - переключусь на ПО от более ответственного бренда и 10 - буду использовать разработанное Phoenix ПО, их политика достаточно ответственна)



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Отметка времени	Международная компания Phoenix занимается разработкой облачных сервисов и инструментов для безопасного хранения данных. Phoenix утверждает, что безопасность личных данных клиентов является их главным приоритетом, и всегда работают над защитой конфиденциальности своих клиентов. В рамках своей кампании по социальной ответственности они организовали фонд для тех, кто пострадал от утечки личных данных, а также стремятся разъяснить людям важность защиты личных данных в интернете, запуская соответствующие образовательные программы. Пожалуйста, по шкале от 1 до 10 оцените, считаете ли Вы намерение Phoenix развивать сферы защиты данных искренним или нацеленным исключительно на создание позитивного публичного имиджа?	В ответ на обвинения Phoenix заявили, что указанные данные были украдены и они никогда не занимались незаконной торговлей информацией. Позже они также объяснили, что вся информация на их серверах хранится в частном порядке и утечка со стороны Phoenix невозможна по техническим причинам. В то же время, Phoenix выразили серьезное разочарование в связи с поступившими обвинениями, так как защита частной информации в интернете всегда была фокусом их работы. Юридическое расследование не смогло найти ни доказательств ни опровержений причастности Phoenix к продаже данных клиента. Phoenix, однако, добровольно поддержали клиента за счет средств своего корпоративного благотворительного фонда, а также провели собственный аудит безопасности хранения информации клиента, чтобы убедиться в наличии надлежащих мер по защите данных. Насколько Вы склонны считать, что Phoenix действительно причастны к утечке частных данных клиента?	В результате, организация, пострадавшая от утечки данных, отозвала иск против Phoenix и приняла предложенную ими финансовую поддержку. В то же время, они выразили сожаление об утечке данных, стоившей им суммы больше той, что была предложена Phoenix. Phoenix в официальных пресс-релизах заявляют о продолжении работы с клиентом и предоставлении еще больших возможностей для защиты данных всех своих клиентов. Пострадавшая от утечки данных организация-клиент никак не комментирует возможность возобновления сотрудничества с Phoenix. Если бы Вы были пользователем продуктов Phoenix, продолжили бы Вы сотрудничество с ними после описанного инцидента? Пожалуйста, оцените по шкале от 1 до 10 вероятность использования разработанного Phoenix ПО:
5/13/2020 13:29:07	3	5	4
5/13/2020 13:29:18	3	5	5
5/7/2020 14:05:34	4	8	3
5/8/2020 11:13:30	4	3	4
5/8/2020 11:14:52	4	5	3
5/11/2020 16:19:09	4	4	5
5/12/2020 8:17:41	4	7	8
5/12/2020 13:47:27	4	5	5
5/12/2020 18:58:15	4	7	9
5/13/2020 13:28:48	4	2	4
5/13/2020 13:29:33	4	3	3
Average 1 -4:	3.818181818	4.909090909	4.818181818
5/7/2020 14:08:24	5	5	5
5/8/2020 11:16:23	5	6	4
5/8/2020 11:36:11	5	7	4
5/11/2020 11:06:23	5	2	3
5/11/2020 11:12:58	5	7	7
5/11/2020 11:49:42	5	6	6
5/11/2020 11:50:25	5	4	5
5/11/2020 16:18:57	5	6	7
5/11/2020 18:12:07	5	5	5
5/12/2020 8:16:30	5	5	5
5/12/2020 8:17:27	5	4	6
5/12/2020 13:46:59	5	6	5
5/13/2020 13:28:58	5	3	4
5/11/2020 11:24:08	6	6	7
5/11/2020 13:01:39	6	7	6
5/11/2020 14:59:35	6	7	8
5/11/2020 15:00:02	6	6	7
5/11/2020 16:19:55	6	8	7
5/11/2020 18:10:38	6	7	7
5/11/2020 18:10:52	6	7	8
5/12/2020 8:18:08	6	6	8
5/12/2020 13:45:54	6	8	7
5/12/2020 17:02:05	6	6	5
5/12/2020 18:57:54	6	5	6
5/7/2020 14:03:56	7	6	8
5/8/2020 0:34:12	7	5	4
5/8/2020 11:16:32	7	7	8
5/8/2020 11:24:07	7	8	8
5/11/2020 11:00:07	7	9	8
5/11/2020 11:49:28	7	7	8
5/11/2020 11:50:09	7	9	8
5/11/2020 11:50:37	7	5	5
5/11/2020 13:01:26	7	8	8
5/11/2020 13:02:21	7	8	7
5/11/2020 14:58:57	7	7	8
5/11/2020 14:59:10	7	8	7
5/11/2020 16:19:20	7	6	6
5/11/2020 18:11:05	7	6	6
5/11/2020 18:11:17	7	7	6
5/11/2020 18:11:29	7	8	9
5/11/2020 18:11:41	7	8	8
5/12/2020 8:16:47	7	6	7
5/12/2020 8:17:00	7	7	7
5/12/2020 8:17:55	7	6	9
5/12/2020 8:18:21	7	9	8
5/12/2020 13:46:06	7	8	7