An Evaluation of Crisis Communication at Kenya Railways Corporation
Abstract
This study sought to evaluate how Kenya Railways Corporation has used CrISIS
communication in managing crisis.
Crisis communication IS an important aspect of CrISIS management ll1 corporate
organizations .The study specifically intended to investigate whether there is a crisis plan in Kenya Railways. identifying various types of crisis Kenya Railways has experienced.
Ending out how Kenya Railways has handled crisis communication during the crisis
events. establish how Kenya Railways handled the media during crisis. and finally
evaluating the reaction of employees. media and stakeholders and how Kenya Railways
handled the crisis. The study found that Kenya railways had no proper crisis management plan, that crisis
communication is not effectively used at Kenya Railways Corporation resulting ll1
persistent image problem, despite having experienced a number of crisis.
According to the study questions on the presence of preventive measures against crisis at
the KR the findings indicate that KR is not proactive but only reactive to case of crisis.
According to the finding majority of the respondent never heard of crisis management
plan at the corporation. Effective communication encompasses both external and internal communication. This"
gives hand in hand with stable relationship. However. the study finding indicates that KR relationship with the respondents is regarded as generally poor with minor expectations
of good and excellent respectively.
According to the findings the respondents believe that effective communication at all
levels would improve their relationship with KR. There is need for provision of more
information on services.
Sponsorhip
University of NairobiPublisher
School of Journalism, University of Nairobi