The role of empathy in organizational communication during times of crisis

Abstract

The defining characteristic of 2020 is life interrupted. Countries around the globe are impacted by wholescale stay-at-home orders, looming economic collapse, heightened public attention to systemic racism, and associated protests. Even as global events create immense disruptions for individuals, these events also necessitate responsive actions from public and private institutions. In this Dialogue essay, we argue that the current crises emphasize the need for public organizations to sustain relationships by infusing communication efforts with empathy. Using an organizational theory approach of crisis management, we argue for the importance of focusing on governance legitimacy in times of crisis and highlight three communication strategies public organizations can use to strengthen relationships and improve crisis management performance.