Abstract:
The purpose of the study was to investigate how crises are managed in institutions of higher
learning in Kenya. The objectives of the study were: to find out the different types of crises
anticipated by the organisation, to establish the strategic actions used in the organisation to
prepare for crises, and to determine the elements in the organisation’s crises management
plan. A Case Study Design was used. The sample size was ten managers including
public relations practitioners. Interview Schedules and Document Analysis were used as
instruments for data collection. The study revealed that managers in the institution do not
use a proactive approach to crises management. They lack knowledge about strategic actions
such as integrating crises management into strategic planning process, integrating crises
management into statements of corporate excellence, creating crises management teams and
including outsiders on the board. The organisation did not have a crisis management plan.
The researcher recommends that: Competent public relations officers should be employed
to perform all functions including crises management. Training and workshops in crises
management should be provided to strategic managers and public relations practitioners.
Managers should use strategic actions such as integrating crises management into strategic
planning process, integrating crises management into statements of corporate excellence,
creating crises management teams and including outsiders on the board. A location to act as
a crisis management centre should be identified. Organisational members should be exposed
to crisis simulations.
