Crisis Communication Management Research Articles

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.

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.

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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.

Crisis Communication Management in Building Tourism Resilience in Bali Province During the Pandemic of COVID-19

Objective: This study aims to analyze crisis communication management in Bali Province. The benefit of this research is to determine the application of crisis communication management in Bali Province in realizing tourism resilience. Theoretical framework: This study uses the ASEAN Tourism Crisis Communications concept. Method: This study uses the qualitative descriptive method with data collection techniques through in-depth interviews and observation. The research location is in Bali Province involving stakeholders such as: the Bali Province Regional Disaster Management Agency, the Bali Province Disaster Risk Reduction Forum, the Bali Province Association of Disaster Experts, Bali Province Disaster Care Journalists, and the Bali Province Disaster Care Business Forum. Results and Conclusion: The communications delivered during Covid-19 also pass through the stages of crisis management, such as risk identification, readiness, response, and recovery. In this instance, the 1943 traditional villages in Bali Province have become an essential component of the crisis communication management process. During the Covid-19 pandemic, technology, and social media were utilized all the way down to the village level. Implications of the research: Crisis communication is an essential component of efforts to prevent disasters, especially the Covid-19 pandemic. During a health emergency, accuracy and rapidity of information are fundamental. Bali Province seeks collaboration between official, traditional, and religious elements in the crisis communication management process. Originality/value: Tourism resilience will hasten the recovery from the Covid-19 pandemic. This is accomplished through cooperation between Bali's cultural and religious systems and the provincial government.

Crisis Communication And Social Media: The Mayor's Strategy Of Bandar Lampung @eva_dwiana

This study aims to find the results of the implications of the use of social media by the Bandar Lampung City government as a crisis communication management strategy during the Covid-19 pandemic. Crisis communication efforts are carried out through the @eva_dwiana Instagram account. This research used a qualitative content analysis method with Instagram content objects @eva_dwiana from 2019 to 2020. The results showed that the Bandar Lampung City Government, through its Mayor, used social media accounts to disseminate instructions regarding the handling of COVID-19 as well as publicize the performance carried out in overcoming the crisis. Other results also have more uploads containing instructions than performance publications. It also shows that the Bandar Lampung City Government prioritizes public safety over the institution's reputation.

Empowering the youth in times of crisis: Analyzing crisis-related activities among the youth of Muntinlupa City, Philippines during typhoons

This study attempts to analyze the crisis-related activities among the youth of Muntinlupa City as the basis for a crisis communication management plan which is imperative to minimize the typhoon's impact. The researchers selected six youth representatives from different parts of Muntinlupa City to participate in the conduct of a focused-group discussion. Several themes have emerged before, during and after the typhoon based on their experiences and perspectives of crisis-related activities in the City. For instance, information dissemination on typhoon preparedness, coordination with different local agencies and behavior change communication strategies are the crisis-related activities before the typhoon. Meanwhile, close monitoring of evacuees with the help of local agencies, roving of barangay emergency response team, distribution of relief goods and hot meals, regular information dissemination, provision of informal learning to children and provision of breastfeeding stations are among the crisis-related activities during the typhoon. On the other hand, the crisis-related activities after the typhoon include assessment of devasted areas giving assistance, seeking psychological help, coordination with the health center and post-typhoon information dissemination. These crisis-related activities are good indicators that the youth involvement and participation in Muntinlupa City are active to ensure the safety of their communities during the disaster.

Healthcare and Media Interaction in Major Incidents and Disasters: Experiences Based on Swedish KAMEDO Reports in 20 years

Introduction:Major Incidents and Disasters are often associated with early, extensive and prolonged media reporting. It is important to understand the interaction between first responders/rescue services and the media to create better conditions for providing and making available correct and objective information to as many people as possible.Method:A systematic literature review and content analysis was made on all Swedish KAMEDO reports (emergency medicine observations published by the National Board of Health and Welfare) from the last twenty years, in total 39 reports. KAMEDO’s primary task is to feedback experience data (lessons learned) from disasters worldwide, through expert observers at the site of an emergency event. The aim of this study was to evaluate and analyze the experiences made regarding the interaction between media and healthcare in connection with major incidents and disasters, both on site and in hospitals.Results:The analysis resulted in the following main themes:(1) Communication problems and other challenges in Major Incidents and Disasters No protection and restrictionsInformation craving and news huntInterviews as intervention(2) Recommendations for efficient interaction between healthcare and the media: Strategies from alert to actionSatisfying information needsClarity measures on siteKey actors of importanceProactive media alertnessConclusion:Some conclusions regarding lessons learned about interaction between healthcare and the media, as well as about communication with the afflicted and citizens, in brief: The hospital management should take control of the communication through efficient communication strategies. An accommodating approach to the media's presence can facilitate the dissemination of the necessary early, correct and balanced information. Joint authority press conferences are a model tested and positively evaluated. Healthcare communicators are key actors in hospital crisis communication and media management. Healthcare and media both benefit from developing routines and reciprocal respect for proactive and efficient interaction in emergencies.

Another loss of radioactive material in Thailand highlights the need for effective risk communication

On March 10th 2023, a cylinder containing caesium-137 was found missing from a power plant near Bangkok, Thailand. This generated lots of fear and anxiety, fuelled by social media and inadequate statements from the authorities. Later it was discovered in a foundry, compressed and partially melted. It is clear from this incident that risk communication was inadequate. Two case studies from Southeast Asia, the 2004 Asian Earthquake and Tsunami in Banda Aceh, Indonesia, and the COVID-19 pandemic illustrate the significance of effective risk communication in crisis management and public policy. This incident in Thailand serves as a "wake-up call" for other countries in Southeast Asia and beyond, urging them to ensure the safe management of radioactive materials as well as to pay attention to their own investments in creating efficient risk communication frameworks to deal with future disasters.

GESTÃO DE COMUNICAÇÃO DURANTE A EXECUÇÃO DE PLANOS DE EMERGÊNCIA NA AVIAÇÃO COMERCIAL

Why is crisis management important? Simply put, without it, and without a plan to accomplish necessary goals, crises grow and relationships are damaged in the long term, short term, or both. When something goes wrong, no matter who is at fault and regardless of the reason, someone must tell the true story as quickly as possible. A crisis does not necessarily have to turn into a disaster for the business or organization involved. How an organization communicates when hit by crisis often make or brake it. This article discusses how to limit damage effectively by acting quickly and positively through communication. Moreover, it illustrates that it is possible to turn a crisis into an opportunity by communicating efficiently. The world learns about the incident only minutes later and both the media and the public (or clients) will be impatiently waiting for accurate information, which includes detailed explanation for the event, immediately. The task of meeting that challenge falls to the people who plan, and are responsible for carrying out, effective crisis communication management operations.

Public hospitals’ risk communication strategies during COVID-19

This exploratory study analyses studies pertaining to the risk communication strategies adopted by Spanish public hospitals to inform their stakeholders during the first COVID-19 wave, in order to better understand effective communication of ‘health messages’ during a pandemic. After reviewing 155 academic works, 12 articles that were published between January 2020 and September 2020 met full inclusion criteria. Implementing a thematic synthesis approach yielded five themes: (1) transparency of crisis; (2) hospital health leadership crisis; (3) crisis management communication; (4) crisis management strategy; and (5) crisis management stakeholders. Based on these identified themes, 10 evidence-based recommendations for hospital communication preparedness and implementation during health crises are offered.

An Empirical Study on the Role of Media in Crisis Communication Management in Uncertain Times

An Empirical Study on the Role of Media in Crisis Communication Management in Uncertain Times