Rätt plåster i rätt tid : En fallstudie av ICAs krishantering

Sammanfattning: This study examines how the grocery retail company ICA handle their communication in store during a crisis and how they manage it efficiently. With contributions from theories and models from the field of crisis management this study examines how these are implemented in practice. With the help of a case study on four ICA-stores in Stockholm this study aims to see how communication during a crisis is conducted. A qualitative approach is used through four semi- structured interviews with people who hold leading positions in each store. Among those were two of them store owners, one was a store manager and one a controller. The results show that communication is one of the most important things during a crisis and that the information should be open and transparent. The conclusion is that the stores use several different communications channels, signs, verbal communication, flyers and social media. A combination of which is what is shown to be the most efficient way to handle a crisis and to be active on social media is what this study think will be an important tool in the future.