Crisis Communication Management Research Articles

Qualitative Evaluation of the Academic Reflections of Artificial Intelligence Applications in the Fields of Communication and Public Relations

Artificial Intelligence (AI), as in various other fields, is causing significant changes in the fields of communication and public relations by modernizing traditional methods and tools. AI applications, which have evolved with technological advancements, introduce new tools that make communication processes more efficient and effective, enabling both time and resource savings. Notably, comprehensive data analyses and the ability to understand target audience behaviors, along with continuous communication opportunities provided by automated response systems and chatbots, are particularly striking. In this context, the new opportunities that AI brings to the fields of communication and public relations are creating positive impacts in current sectoral practices and are also being reflected in academic studies conducted in the field. This study is a descriptive research aimed at examining academic studies on artificial intelligence in the fields of communication and public relations published in journals included in the Dergi Park system. The sample of the study consists of articles published in the Dergi Park system between 1990 and 2023, identified using the keywords communication-artificial intelligence and public relations-artificial intelligence. Data were analyzed using the MAXQDA20 software. The analysis of the study is based on a systematic and interpretive approach that considers the titles, abstracts, keywords, publication years, publication languages, research methods used, and the authors' fields of study. According to the findings, a total of 32 articles on communication, public relations, and artificial intelligence were identified, and it was determined that the majority of these articles were conducted using a qualitative research approach. The research findings indicate that the number of academic studies published on artificial intelligence has increased over the years, but the total number of published articles remains insufficient. Additionally, among the communication subtopics associated with artificial intelligence, public relations stands out as a diverse and multidimensional field, with the most intensive studies found in the areas of corporate communication, crisis communication, and reputation management, respectively.

More than just a family affair? The preventive effect of privatized CEO communication on the perception of an organization in crisis

PurposeThis study examines the role of CEO communication in effective crisis management. Specifically, it examines whether the communication of private information about a CEO can create a positive pre-crisis image that serves as a buffer during actual crises.Design/methodology/approachThis study uses a 2x2 experimental design to analyze the effect of CEO communication (private information vs no private information) on pre-crisis image and its effectiveness in different types of crises (victim crisis vs preventable crisis).FindingsThe results of this research show that the communication of private information about a CEO contributes to the improvement of public image perceptions when a crisis occurs. This effect is influenced by the recipient’s identification with the organization as well as perceptions of empathy and competence toward the CEO. Notably, stronger effects are observed in the context of a victim crisis.Originality/valueThis study contributes to the field by highlighting the importance of CEO communication in crisis management and its potential to proactively build a positive pre-crisis image. In addition, it examines how this mechanism varies by crisis type, providing valuable insights for crisis communication strategies.

Leveraging NLP for crisis communication management: A case study of news media analysis of the COVID‐19 pandemic in two Nordic countries

AbstractThe news media plays a vital role in influencing public perceptions about topics, issues and crises. They also act as important intermediaries between organizations and public, enabling organizations to shape how people think about crisis topics and actors. Monitoring news coverage and assessing the news media's agenda‐setting role in a crisis can help organizations respond more effectively to emerging situations. When crises are prolonged and affect many countries, media analysis can become a tedious task for crisis managers. This study demonstrates how natural language processing (NLP) methods can be utilized in news media analysis of crisis situations, such as an extended cross‐national pandemic. Specifically, it demonstrates the possibilities of using NLP to identify and compare the salience of diverse crisis topics and how the media treat these topics and crisis actors (first‐ and second‐level agenda‐setting) across countries, news outlets, and time. The COVID‐19 pandemic serves as an illustrative case study to showcase the application of NLP techniques to provide insights into public perceptions of a major health crisis shaped by the news media in two Nordic countries (Finland and Sweden). Findings show the suitability of NLP methods to detect nuanced differences in news media coverage and offer relevant knowledge of how public perceptions and responsibility attribution fluctuate across time and countries.

Study on the Communication History of "Good Governance in Media" Mechanism from the Perspective of Crisis Situations and its Reconstruction

The process of globalization and the development of digital information technology highlight the research focus of public crisis management communication. As an important medium of communication, media is a key element in the process of public crisis resolution, and it does not exist in isolation in various single media vacuum, but is an important part of media environment ecology. Media shape society, and society in turn affects and reconstructs media and its entire system. From the perspective of crisis situation, whether it is the information dissemination trend of the risk itself or the media governance strategy, it greatly affects the breeding and trend of public opinion risk. Based on this, the history of media studies of the "good media governance" mechanism and the two dimensions of good media governance are more significant. The co-construction of mechanisms and the co-governance of technological risks reveal the power embedding and reconstruction in the media governance field, reflecting the difficult questions of media communication on the process of modernity and the theoretical prospect of the construction of a digital human value community after undergoing crisis and rebirth.

Impact of Crisis and Resilience Communication on Destination Image and Tourists Behaviour

Resilience communication is a fundamental tool for destinations to improve their image and recover after a crisis. Social media are also important tools for tourism communication and for creating tourist experiences and destination image. Therefore, social media are key tools for crisis communication. Based on a series of hypotheses, this paper proposes a conceptual model of crisis communication management that responds to the need to establish a set of premises related to resilience communication in the tourism sector. The empirical analytical study consisted of the quantitative analysis of the results of a survey questionnaire applied to test the hypotheses based on the formulation of a structural equation model. The results demonstrate the importance of social media communication in Perceived Health Risk (PHR) and its effect on perceived impressions, destination image, and related behavioral responses (Destination Recommendation, DR, and Visit Intention, VI). The four hypotheses in the research model have been confirmed, as the effects are statistically significant in a sample of posts analyzed, and the selected items explain every one of the factors. Specifically, the analysis shows that PHR negatively affects Destination Image (DI) and, in a stronger way, Post Impression (PI). Secondly, PI and DI influence one another and covary to some extent. Moreover, the overall DI, which has been affected by PHR, in turn affects DR and VI, demonstrating that PHR in communication ultimately influences DR and VI negatively too. Finally, is also verified both DR and VI are related and covary as intrinsic behavioral aspects related to DI. Resilience communication is a basic tool for destinations to improve their image and recover after a crisis and this research contributes to the literature on the subject by analyzing the impact of this communication on tourists, and specifically on destination image.

The Role and Influence of Social Media in Crisis Communication: An Analysis with Twitter as An Example

Nowadays, social media has become an indispensable part of information dissemination, and its role and influence are constantly shaping the information ecology of today's society. At the same time, the attention of crisis events on social media continues to increase, which is of great significance for crisis management and response. This paper aims to take Twitter as an example to explore the role and influence of social media in crisis communication, and to analyze its role in instant transmission, information transmission speed, public opinion guidance, public relations channels and emotional connection in crisis events through literature review and case analysis. This paper aims to reveal the function mode, communication effect and coping strategy of social media in crisis communication and provide theoretical support and practical reference for improving public crisis awareness and crisis coping ability. At the same time, this paper provides reference for establishing an effective crisis communication management mechanism, which is helpful to improve the public's cognition and understanding of crisis events.

Role of Effective Communication in Crisis Management

Role of Effective Communication in Crisis Management

Crisis Communication: A Systematic Literature Review

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.

Navigating Turbulence: Analyzing the Crisis Response of Sriwijaya Air following the SJ182 Plane Crash using Situational Crisis Communication Theory (SCCT)

Aircraft accidents show that the industry is vulnerable to crisis and capture the complexity of crisis management and communication. This study examines the crisis response strategies employed by Sriwijaya Air in the aftermath of the SJ-182 plane crash on January 9, 2021. Utilizing the Situational Crisis Communication Theory (SCCT) framework, the research categorizes and analyzes the airline's crisis communication actions based on primary and secondary strategies. The content analysis of news articles from Kompas.com, Detik.com, CNN Indonesia, and Reuters, as well as posts from Sriwijaya Air's social media accounts, reveals the implementation of excuse, compensation, partial apology, and ingratiation strategies. The findings indicate that while Sriwijaya Air avoided denial strategies, its delayed response negatively impacted public perception. The study highlights the importance of prompt and transparent communication in crisis management. It suggests areas for future research, including examining internal decision-making processes and the long-term impacts on organizational reputation and resilience.

Strategi Public Relations PT Pertamina Dalam Pengelolaan Krisis Komunikasi Pada Kasus Depo Pertamina, Plumpang

The tragedy of the fire that occurred at the Pertamina Plumpang Depot in March 2023 resulted in casualties. This incident claimed lives, caused injuries, and led to facility damage and other losses. The root cause of the fire was attributed to various factors, primarily stemming from the use of petroleum products. In responding to this incident, PT Pertamina implemented a strategy that involved providing health assistance, accommodation, and food. Additionally, the company held a press conference on March 4th, 2023, and issued press releases through Pertamina's official YouTube channel. The objective of this research is to understand how Pertamina's crisis communication management unfolded during the Pertamina Plumpang Depot fire issue. The research employed a qualitative method with descriptive analysis. The findings and discussions in this study indicate that the Plumpang Depot fire crisis did not significantly damage the reputation and credibility of PT Pertamina. This was because the company successfully instilled a positive perception among the public, and Pertamina's Public Relations demonstrated responsiveness in handling the case.

Assessing The Effectiveness of University Public Relations in Crisis Management

Among organizational challenges, the pivotal role of Public Relations (PR) in mitigating crises becomes obvious. PR endeavors significantly influence stakeholder perceptions, institutional reputation, and sustained prosperity. Even venerable academic institutions contend with multifaceted risks that encompass natural phenomena, student activism, and scholarly debates. This research investigates the effectiveness of Northwestern University’s Public Relations (PR) program in crisis management, contributing significantly to both academic understanding and practical applications. Grounded in Social Constructionism, this study explores how shared perceptions influence crisis management outcomes, aiming to identify strengths and areas for improvement. Focusing on the crisis management effectiveness of the Philippines University, this research evaluates its capabilities in crisis handling, public perception management, and communication during challenging situations. Employing quantitative methods, the study involved 405 participants, including students and members of the Public Information Offices, reflecting a balanced representation across demographics. Students and Public Information Office members show nuanced but aligned perspectives, with high ratings for crisis planning, communication, media relations, and social media management. The proposed Public Relations in Crisis Management Program suggests strategic initiatives for crisis exercises, internal communication enhancements, media relationship building, and improved social media engagement. Positive perceptions underscore the organization’s crisis management strengths, providing a foundation for strategic program development. These interventions enhance organizational resilience by supporting continuous improvement and proactive crisis management. In conclusion, this study bridges the academic-practical gap in crisis management, affirming the organization’s adeptness and emphasizing the pivotal role of effective communication and engagement strategies. The proposed interventions offer actionable recommendations for further strengthening crisis management and highlight PR’s vital role in ensuring preparedness and resilience.

Crisis Communication and Reputation Management in the Age of Fake News

Purpose: This study sought to determine how different crisis communication approaches impact reputation management, particularly in the context of fake news.
 Methodology: The study adopted a desktop research methodology. Desk research refers to secondary data or that which can be collected without fieldwork. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executive’s time, telephone charges and directories. Thus, the study relied on already published studies, reports and statistics. This secondary data was easily accessed through the online journals and library.
 Findings: The findings reveal that there exists a contextual and methodological gap relating to crisis communication and reputation management in the age of fake news. Preliminary empirical review revealed that that organizations needed to adapt their communication strategies to combat the challenges posed by misinformation. The research highlighted the pervasive impact of fake news on organizational reputation, emphasizing the importance of transparency, authenticity, and responsiveness in crisis communication. Leadership played a crucial role in guiding effective crisis responses, fostering trust, and demonstrating a commitment to ethical communication practices. Overall, the study provided valuable insights and recommendations for organizations to navigate crises fueled by fake news and safeguard their credibility in the digital age.
 Unique Contribution to Theory, Practice and Policy: The Situational Crisis Communication Theory (SCCT), Agenda Setting theory and the Social Identity theory may be used to anchor future studies on crisis communication and reputation management. The study contributed significantly to theoretical understanding, practical application, and policy development. It enhanced existing theoretical frameworks such as Situational Crisis Communication Theory (SCCT), Agenda-Setting Theory, and Social Identity Theory by integrating considerations specific to managing crises exacerbated by fake news. The study provided valuable insights and recommendations for communication professionals, emphasizing proactive media monitoring, transparency, and leadership in guiding crisis communication efforts. Additionally, it informed policy interventions aimed at combating misinformation and promoting responsible communication practices. Overall, the study served as a valuable resource for stakeholders navigating the complexities of crisis communication and reputation management in the digital age.

“READINESS”: A keystone concept beyond organizational crisis preparedness and resilience

AbstractDriven by the academia‐industry co‐identified need to discover new keystones for optimizing organizational crisis communication and management decision‐making, this concept paper proposes a new “READINESS” model. Grounded in the organizational preparedness and resilience literature and drawing predominantly from crisis communication and strategic conflict management elements, READINESS is examined as a multidimensional construct with multilevel efficacy, mental adaptability, and emotional leadership‐focused mindset, with a dynamic process‐driven agility at its core. Another tenet is that READINESS is not just for crises but also essential to manage threats, risks, conflicts, and crises across the board, constantly shaped by complex informational environments and polarizing sociopolitical issues. We begin by articulating READINESS and then illustrate its application in sticky crisis situations, followed by directions for future research, practice, and training innovation and optimization.

Думи на водещите броя

Issue 58, January 2024 is thematically situated in the areas of rhetoric, argumentation and philosophy. There are eight scholarly articles, divided into two sections: Rhetoric and Argumentation and Philosophy, Communication and Society. The two authors (Ulrike Nespital and Christian Heiliger) of the article “Efficacy Study for Co-Teaching in Practices in Rhetoric and Natural Sciences” are from Justus Liebig University Giessen, Germany. They present the results of a study on rhetoric and more specifically on the formation of presentation skills in students studying technical subjects and science. Hilda Narch is from the Modern University for Business and Science, Lebanon and in her article “Crisis Management Communications System” she presents a theoretical overview of basic concepts related to crisis communication management. This continues a steady tradition of the journal publishing articles by authors from universities in other countries; these are scholars who are established in a particular academic field and who share their expertise as teachers and researchers. Six authors are from Bulgarian educational institutions and research units: Sofia University “St. Kliment Ohridski”, University of National and World Economy, NATFA “Krastio Sarafov”, the American University in Bulgaria – Academic Library, etc. Argumentation as part of the rhetorical heritage is presented in the context of judicial rhetoric; the author Metin Ibriyamov focuses on abductive reasoning and abductive schemes in criminal proceedings; he provides a theoretical overview, presents examples and reaches reasonable conclusions on their use. Two of the articles include the results of an analysis of political rhetoric, in particular presidential and presidential candidate rhetoric, exhibited during debates. Maglena Gurkova provides a rhetorical analysis of the pre-election debate between Emmanuel Macron and Marine Le Pen held on 3 May 2017; she examines the history, organisation, media context, participants' behaviour, argumentation and non-linguistic means. Maryana Mihaylova analyses presidential candidate debates in Bulgaria in 2016, in particular a televised debate between Rumen Radev and Tsetska Tsacheva, and focuses on the non-verbal communication of presidential contenders in the country. The verbal part of both articles is illustrated with visual elements from the debates, which contributes to a quick and accurate decoding of the presented conclusions. Nora Goleshevska is the author of the scientific publication “Giorgio Agamben’s The language of philosophy and the language of poetry: The world in crisis”. The text is an interesting syncretic version, namely a translational commentary, which is an in-depth analysis and translation of Agamben's text entitled “Quando la casa brucia” (“When the house burns”). In this way, the reader has the opportunity to validate the scholarly analysis with the original text of Giorgio Agamben, one of Italy's most renowned contemporary philosophers, translated into Bulgarian. Stoyanka Delibeeva studies scientific publications and normative documents that refer to a topical issue and studies the influence of language learning and multilingual practices on positive identifications with the European Union at the secondary school stage in Bulgaria. The novelty of the article is to establish the affordances of Q-methodology for the implementation of research in this area. Radina Damyanova presents the results of a content analysis of social networks used by academic libraries in Bulgaria and summarizes the results in tables and charts, presenting an up-to-date picture and recommendations for improving the work of these institutions in understanding the opportunities of reaching different audiences in a fast, effective and contemporary way. The issue is interesting and useful in that it brings together both theoretical overviews and methodological statements; both interpretations from a scientific perspective and results from analyses implemented with contemporary methods.

The Best Practices and Strategies for Crisis Communication and Reputation Management in Kenya

Purpose: The aim of the study was to the best practices and strategies for crisis communication and reputation management in Kenya
 Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries.
 Findings: the best practices and strategies for crisis communication and reputation management in Kenya revolve around timely and transparent communication, local context sensitivity, community engagement, digital media utilization, collaboration with traditional media, partnerships with government agencies, internal communication, preparedness, stakeholder engagement, and ethical conduct. These findings provide valuable insights for organizations and government bodies in Kenya seeking to navigate and mitigate the impact of crises while preserving their reputation.
 Unique Contribution to Theory, Practice and Policy: Situational Crisis Communication Theory (SCCT), image restoration theory & cultural context theory may be used to anchor future studies on the best practices and strategies for crisis communication and reputation management in Kenya. Proactively develop crisis communication plans tailored to Kenya's unique challenges, such as natural disasters or political instability. Align crisis communication practices with Kenya's legal and regulatory framework, including data protection and media laws.

Analysis of Crisis Communication Management Study: Study at PT Semen Baturaja (Persero)

Crisis communication management is the process of planning, implementing and evaluating communications carried out in the face of a crisis. Effective crisis communication management can help companies to: maintain the Company's reputation, minimize the impact of the crisis on the company, prevent the spread of incorrect information, and build public trust in the company. This research is qualitative research. This research was conducted online by utilizing various online communication features to obtain information from informants. The informants in this research were the management of PT Semen Baturaja (Persero) and supplier partners and consumers from PT Semen Baturaja (Persero). PT Semen Baturaja has a good commitment to handling the crisis. The company has demonstrated efforts to improve the transparency, speed and effectiveness of crisis communications. However, PT Semen Baturaja still has several opportunities to improve its crisis communication management. These companies can increase the effectiveness of crisis communications on social media by using simple language, images and videos, fast and responsive responses, and various social media features.

Pengelolaan Krisis Pangan di Kampung Wih Bersih dan Peran Administrasi Negara dan Komunikasi Krisis dalam Menangani Kelangkaan Pangan

Food scarcity is one of the problems faced by many cities around the world. Indonesian is the fourth most populous country in the world after China, India and the United States with 237.6 million people in 2010 (Population Census, 2010). This significant increase in population has caused food availability in the world, including Indonesia, to become increasingly scarce and it is not surprising that the world, one of which is Indonesia, will experience a food crisis and result in the danger of hunger lurking throughout the world. country. Indonesia is experiencing a food crisis that is quite worrying. It is estimated that 179 to 181 million people in 41 countries will face a food crisis. This research explores the role of state administration and crisis communication in handling the food crisis in Kampung Wih Bersih. The focus is on appropriate inter-agency coordination, policies and communication efforts to address food scarcity. Through case analysis, this research highlights the importance of careful planning, effective coordination, and clear communication in crisis management. Recommendations are provided to strengthen state administrative capacity and expand crisis communication strategies to maintain food security in rural areas. This activity was held on Friday 19 October 2023. Before the activity started, the KKNT group held a discussion regarding activity partners, learning materials regarding food Scarcity in the Wih Bersih village community.

Komunikasi Manajemen Krisis Dalam Penyusunan Daftar Pemilih Pemilu Tahun 2024

One of the most crucial stages in the general elections to be held in 2024 is the stage of compilingand establishing the voter list, this stage has a fairly complicated and complex problems. The stages ofcompiling the voter list require cooperation and support from various stakeholders in order to createaccurate and quality voter list data. Because the voter list is dynamic. In the process of preparing voterlists, there are two basic things that must be understood related to population data when viewed fromtheir position, namely there are data owners and data users. Who owns the data, of course, thegovernment, in this case the Ministry of Home Affairs, while the KPU is only a data user who does nothave access or authority to change it directly if problems are found regarding the data received.Problems that have the potential to become a source of crisis in the preparation of voter lists include theproblem of duplicating population data, the still recording of data on people who have died, and so on.So to explore KPU crisis management communication strategies in compiling the 2024 election voter list,in this study the researchers used a qualitative methodology with a case study method. In this study it wasfound that the crisis communication strategy implemented by the KPU was more towards deminish andbolstering strategies based on the Situational Crisis Communication (SCCT) theory. This strategyprovides a symbolic representation of an organization's historical performance and a relationshipbuildingapproach by bringing together the concepts of rhetoric, impression management, and imagerestoration to help predict how stakeholders will react to crisis.

A tale of two scandals: scale shift and the inefficacy of crisis communication management in Olympic scandals

IntroductionMega sporting events, such as the Olympic Games, provide niche sports with unique opportunities to attract public attention. However, scandals during these events can pose serious threats to these sports. In particular, if a sport scandal enables hostile stakeholders to achieve a scale shift, it becomes almost impossible for a niche sport organization to manage the scandal.MethodsThe article employs a comparative research design that examines the trajectory of two scandals related to the German Olympic team that differ with regard to the occurrence of a scale shift. The first scandal involved a racist slur made by a German official during a cycling event; the second scandal was a case of animal cruelty during the modern pentathlon's equestrian event. Research relies on a mix of qualitative document analyses and quantitative analyses of the German Twitter discourse on both scandals. The analyses focus on the vulnerability to scandals, the potential for contentious politics, the scandal triggering events, the crisis communication, the reception, and the outcomes of both scandals.Results and discussionOur results show the detrimental impact of a scale shift on niche sports. The animal cruelty scandal put the future of the modern pentathlon at the Olympics at risk and triggered far-reaching reforms. The case supports the idea that a scale shift becomes more likely if there exists an effective collective action frame. In contrast, the German sports organizations effectively ended the racist slur scandal by imposing a limited sanction on the offender.

Crisis Communication During COVID-19 Pandemic: Lessons from Universitas Muhammadiyah Yogyakarta

The COVID-19 pandemic has devastated the global population, disrupting many aspects of human life, including education. Countries like Indonesia have implemented policies requiring schools, colleges, and universities to be closed. This research aims to develop crisis communication guidelines specifically adapted for higher education institutions to prevent the spread of the virus. One higher education institution, Yogyakarta Muhammadiyah University (UMY), has switched from traditional face-to-face lectures to online learning. This study used a qualitative approach, data collection techniques of in-depth interviews with the UMY Public Relations Bureau, the UMY Planning and Development Agency (BPP), students, and document analysis to examine crisis communication management strategies implemented by universities during the pandemic. The study results found a crisis communication model used by students, parents, educators, and employees to continue learning and working safely and comfortably despite the spread of COVID-19. The latest information can be found on https://COVID 19.umy.ac.id/ and UMY’s official social media. This research contribution includes the integration of theory, practical applications, empirical insights, and a deeper understanding of crisis communication strategies in the context of higher education institutions and government responses to the COVID-19 pandemic.