Crisis Communication: A Systematic Literature Review

Abstract

In recent years, crisis communication has become increasingly crucial for Indonesian institutions and companies, involving diverse stakeholders, communication forms, and contexts before, during, and after perceived crisis events. This study aimed to map, analyze and compare published studies in both global and national contexts. By adhering to the PRISMA 2020 standards for systematic literature reviews, the study consisted of five phases: (1) research questions, (2) eligibility criteria and sources of information, (3) search selection, (4) process of study selection, and (5) data coding and synthesis from Zotero bibliographic management. The study revealed that academic publications on crisis communications were primarily focused on the Asia and European continents and utilized either qualitative or quantitative research methods. It is shown that the outcome of crisis communication management is mostly around reputation repair, control, and also risk management changes and improvements, which highlight the importance of a corporate reputation in shaping organizational resilience. Future studies should concentrate on proactive crisis communication management strategies since it is essential for mitigating the side effects of the crisis communication itself while emphasizing the role of reputation repair, control, and also risk management changes in fostering stakeholders’ trust.