The Role Of Government Online Crisis Communication Framework In Strengtening Public Trust

Abstract

Governmental crisis communication is one of public relations functions to deliver government crisis messages to public. Of late there were rising concerns on negative media coverage by international media toward the country's recent financial performance. The unfavorable news reporting from these international regulatory bodies can be seen as polemic issue which has potential to weaken the government integrity and ability in overcoming its economic crisis. The objective of this study is to examine the governmental crisis communication practices to reduce public uncertainty toward international negative media coverage on the financial crisis. To address this issue, the study integrates two models in social media crisis communication namely the networked crisis communication model (NCC) and the social-mediated crisis communication model (SMCC) to build a governmental crisis communication framework. The framework also incorporates two crisis communication elements such as negative online media coverage and public trust/distrust. The study will employ quantitative approach which involves survey on the perception among the Malaysian youth toward governmental crisis communication efforts and tests the hypotheses that has been put forward. This study contributes to enhance and establish a scientific, evidence-based guideline to fully utilise online public communication in conveying the government's initiatives and policies. The implication of the study emphasises on protecting national security through significant roles of effective public relations practices in managing governmental crisis communication to regain public trust.