The situational theory of problem solving (STOPS): Past, present, and future

Since the Situational Theory of Problem Solving (STOPS) was first developed, the theory has been applied to examine publics’ behaviors in different contexts. The theory describes the nature of publics as problem solver. It helps understand when and how publics behave as communicative actors and why their ideas, interests and expectations should be considered in problem-solving process. It further helps understand why publics as problem solver demand inclusive organizational behavior such as two-way communication and communal relationship. This chapter reviews the theoretical origins of STOPS by discussing how it evolved from the central concept of publics in public relations and its predecessor, the Situational Theory of Publics (STP). It discusses some of the earliest conceptual and empirical research which stems from STOPS (“the past”). It provides a summary of how the theory has been applied to different disciplines including health communication, employee communication, government communication, public affairs, crisis communication, tourism, and disaster communication (“the present”). Lastly, it offers insights into how STOPS can be applied and advanced in future research, especially in today’s post-truth society characterized by the rise of misinformation and the erosion of trust (“the future”).