Social media government communication and stakeholder engagement in the era of Covid-19: evidence from Italy

Silvia Fissi,Elena Gori,Alberto Romolini

doi:10.1108/ijpsm-06-2021-0145

Abstract

PurposeCovid-19 is a worldwide pandemic disease that changed the government communication to citizens about the health emergency. This study aims to provide in-depth research about regional Italian government communication through social media (SM) and its effects on citizens' engagement.Design/methodology/approachThe study uses a case analysis, focusing on the Italian context. In detail, the authors analyse the more involved Italian regions in Covid-19 pandemic (Lombardy, Veneto, Piedmont, Emilia Romagna and Tuscany) applying the Crisis and Emergency Risk Communication (CERC) model.FindingsThe results reveal that SM is a powerful tool for communication during a health emergency and for facilitating the engagement with stakeholders. However, results also highlight a different perception about the timing of the Covid-19 crisis.Practical implicationsFindings suggest a gap between the answer of the public government compared to the citizens' needs that are clear since the first earlier stage of the pandemic event. The engagement level is very high since the first phase of the pandemic event; however, to be adequately developed, it requires specific and timing information that are not always in line with the citizens’ communication needs.Originality/valueThis is the first research that aims to study the citizens' engagement in the Italian regions during the Covid-19 pandemic.

Highlights

Covid-19, a disease caused by a new type of coronavirus, emerged in the Chinese city of Wuhan at the end of 2019 and spread widely in more than 114 countries in a few days
With regard to the first research question, during the first three phases, the topics used to communicate by the regions are increasing according to the emergency timeline
The results suggest that the content topic is a challenging element in order to attract citizens (Lwin et al, 2018)

Summary

Introduction

Covid-19, a disease caused by a new type of coronavirus, emerged in the Chinese city of Wuhan at the end of 2019 and spread widely in more than 114 countries in a few days. On April 2020, several states in Europe, Asia and America were in lockdown: millions of people were confined in their houses, and billions of companies were closed. In this sense, the impact of Covid-19 pandemic has no precedent in the history in terms of human health risk, impact on the economy and on social environment (Macnamara, 2021). The impact of Covid-19 pandemic has no precedent in the history in terms of human health risk, impact on the economy and on social environment (Macnamara, 2021) In this context, a worldwide emergency management by central and local governments is fundamental because each level has own responsibilities and resources in the battle against. Risk communication has the task of overcoming this gap as risk can be correctly perceived only if it has been correctly understood (Tirkkonen and Luoma-aho, 2011)

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