La gestión de la comunicación de crisis en las organizaciones. Efectos de la entropía en el caso BBVA-Villarejo

Abstract

The judge of the Audiencia Nacional Manuel García-Castellón charged criminally BBVA as legal person in the so-called “Villarejo case”, attributing the entity the alleged crimes of bribery, discovery and revelation of secrets, among others. The Prosecutor’s Office agrees with the considerations made by the judge. The judicialization of the management performed by the bank executives, headed by former president, had significant impact on the political and economic sectors. In the present work, the background, the participation of the actors and media coverage are addressed through the case study of the informative sequence by means of relevant sources in a diachronic perspective. The reaction that happens when communication of reality (scarce) is confronted with what emerges from the multipolarity of the information sources is proved. The concepts of entropy and reputation are observed as predictors of the outcome.