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.