Abstract

This article examines the role of media in crisis communication through the delayed opening of Co-op Live, Manchester, UK in 2024. The venue experienced various launch disruptions, generating sustained media attention and scrutiny. This study analyses British print and online news coverage from April 20th to May 4th, 2024. Using qualitative media analysis and reflexive thematic analysis, the research explores how the crisis narrative developed during the opening period, how responsibility was attributed, and how organisational responses were represented within media coverage.
The analysis is informed by Situational Crisis Communication Theory (SCCT) and Image Repair Theory (IRT) to interpret crisis response strategies and reputational framing. Findings show media coverage played a central role in shaping public perceptions. Performer commentary and journalist-reported social media reactions amplified negative narratives, complicating organisational message control. The article highlights implications for crisis communication in live events and lessons for venue launch planning and stakeholder engagement.