...Jean Kelso Sandlin; Monica L. Gracyalny Purpose This study examined how audience characteristics and attitudes relate to their perceptions of sincerity and forgiveness of apologies by public figures posted on YouTube. Design/methodology/approach Four hundred twenty-seven adult participants...

...W. Timothy Coombs; Sherry J. Holladay Purpose The purpose of this paper is to contribute to understanding of crisis communication application and theory by analyzing online reactions of discussion board participants to assess the effectiveness of an apology issued online. Design/methodology...