“This is a Lie, Stop it”: The Department of Veterans Affairs Misadventures in Image Restoration

• In Event: ICA Plenary Interactive Paper/Poster Session II
  In Paper Session: Public Relations Interactive Poster Session

Abstract

Employing a combination of Image Restoration Theory (IRT) and quantitative content analysis, this research analyzed how the United States Department of Veterans Affairs (VA) attempted to restore its image in the wake of its access to care scandal. The research revealed that the VA primarily employed three strategies: Corrective Action, Bolstering and Mortification in ways that were problematic because of poor timing. The research also analyzed the frequency and valence of comments made by the public in response to a VA posting about the crisis on Facebook, Twitter, and the VAntage Point blog, most of which were negative.

Author

• Douglas S Wilbur, U of Missouri