Crisis Communication Literature Research Articles

Regenerative crisis, social media publics and Internet trolling: A cultural discourse approach

Given that a regenerative crisis life cycle is no longer static, communication dynamics have extended beyond organization-receiver relationship to receiver-receiver relationship in the social media environment. This paper analyzes and explicates the socio-cultural meanings in the interaction processes of the crisis publics with a specific socio-political context by blending the concept of Internet trolling into predominant crisis communication theories (i.e. social-mediated crisis communication and regenerative crisis model).Using cultural discourse analysis (CuDA), we analyzed the top influential posts, comments and responses created by both influential social media users and general followers based on the five discourse hubs or radiants of identity, relation, action, dwelling, and emotion in the Lancôme case, which was regarded as the most heated crisis in Hong Kong after and influenced by the Umbrella Movement. The findings suggest that the motivations and behaviors found within each of the crisis publics––influencers and followers––are fundamentally different from each other by nature along the situated regenerative crisis. Two types of social media influencers (i.e. primary and secondary influencers) were identified. We propose a regenerative crisis model of publics to highlight their roles, purposes, behaviors, interaction processes, and emotions within a situated socio-political tension. This paper also discusses the theoretical implications for social-mediated crisis communication literature and the practical implications that take contextual factors into consideration.

Health literacy and information seeking and sharing during a public health crisis in China

ABSTRACT Understanding individual differences in communication behaviors is crucial to achieve strategical communication during a public health crisis. To advance this knowledge, the current study explored how Chinese publics with different levels of functional, communicative, and critical health literacy sought and shared information in different forms (i.e. traditional media, social media, and offline word-of-mouth communication) and from different sources (i.e. government, news agencies, health professionals, the company, and other publics) during the Quanjian crisis, a public health crisis happened in China. Findings suggest that higher functional and critical health literacy were associated with higher frequency of seeking and sharing information of almost all forms and sources. However, communicative health literacy was not associated with seeking and sharing information of most forms and sources. The study contributes to crisis communication literature and practice by suggesting health literacy, as an individual factor, can be used to identify influential publics in crisis information transmission. The study also adds to health literacy literature by suggesting the need to develop context-specific operationalizations of communicative health literacy.

COVID and Congregations: An Analysis of Religious Messages on Facebook during the Coronavirus Crisis

Religious organizations are critical in post-crisis renewal. Less is known about how effective these organizations are during other stages of a crisis. Furthermore, religious organizations’ crisis messages, especially those sent out via social media channels, are understudied in the larger crisis communication literature. This study adopts holism as a theoretical framework when analyzing religious-based crisis messages sent out over Facebook. Holism advocates for sources to appeal to the mind, body, soul, and spirit of their audience. We conducted a first-level, inductive qualitative content analysis to determine underlying themes in the content of the messages. Our analysis has revealed five major themes driven by the content of the messages: (1) sensemaking, (2) informative, (3) encouragement, (4) spiritual disciplines, and (5) “the Christian response.” We, similarly, determined the occurrence of holistic elements present in the messages based on initial coding. The majority of the messages did not contain any holism categories, but the ones which did primarily focused on the spirit. We conclude the article by discussing the limitations of our study and future research directions.

Corporate Responses to the Coronavirus Crisis and their Impact on Electronic‐Word‐of‐Mouth and Trust Recovery: Evidence from Social Media

This study examines how corporate responses to service failure, caused by the coronavirus (COVID‐19) crisis, influence electronic‐word‐of‐mouth (E‐WoM) and trust recovery around lockdown, using multiple data sources. A dataset of 398 valid COVID‐19 announcements from 50 UK food retailers posted on the social media platform Twitter, and 21,960 consumer comments associated with these announcements, are analysed using content analysis and social media analytics, respectively. In Study 1, we test the effects of corporate crisis response strategy (defensive vs. offensive) and response framing (emotional vs. rational) on consumer E‐WoM (measured as ‘consumer sentiment’). The results reveal that using a defensive corporate response strategy with emotionally framed announcements leads to more positive consumer E‐WoM. In Study 2, we advance the findings of Study 1 using a vignette‐based experimental design to examine how social media announcements made by food retailing brands influence consumers’ trust recovery. We find that consumer trust recovers significantly when corporate COVID‐19 responses are framed in an emotional manner. By drawing upon signalling theory, this study makes an important contribution to public health crisis communication and service failure literature by demystifying consumers’ reactions towards corporate crisis responses amid a pandemic.

The Role of Emotions on Stakeholders’ Perceptions during the COVID-19 Pandemic

Using Integrated Crisis Mapping (ICM) model, the researchers explored the role of emotions on respondents' perceptions of a university during the COVID-19 pandemic by examining the perceived level of engagement by the organization, the primary coping strategies of the stakeholders and the type of crisis and level of responsibility of the organization. This qualitative, phenomenological study explored how emotions experienced by faculty during the pandemic impacted their perception of the university. This study fills a gap in the crisis communication literature by focusing on stakeholder perspectives and proposes the addition of several emotions to the ICM model. It also details practical crisis response strategies that address stakeholders’ emotions during a health crisis.

War Metaphors in Political Communication on Covid-19.

Although militaristic metaphors have been pervasive during health crisis in political and science communication, few works have examined how these linguistic devices may influence crisis communication. Drawing on critical discourse analysis (CDA) and on crisis communication literature, I show how political representatives have used the war metaphor for very different purposes in terms of crisis communication and management of the current Covid-19 pandemic. I suggest that these findings challenge previous criticisms of the war metaphor as inherently negative and damaging. Finally, I discuss possibilities of using CDA, and specifically, metaphor analysis to inform and expand crisis communication.

Stakeholders’ Responses to the COVID-19 Pandemic: A Blueprint for Health Crisis Communication

In March of 2020, the COVID-19 pandemic changed everything. This qualitative phenomenological study of undergraduate communication students in a 4-year public university explored how as primary stakeholders for universities, students responded to the pandemic. Using Protective Action Decision Model (PADM), the researchers explored students’ perceptions of the risk of contracting COVID-19 and the protective actions recommended, and how perceptions influenced protective action decision making and behavioral responses. This study fills a gap in the crisis communication literature by focusing on stakeholder perspectives rather than the typical organizational responses to crises; it affirmed the sequential nature of PADM and suggests it should be expanded to include the sense of loss stakeholders experience during a health crisis. It also presents a blueprint for communicating with stakeholders during a health crisis.

The Case of Toxic Leadership on Mars Hill: Conflict Framing and Image Restoration Strategy in the Devolution and Dissolution of a Megachurch

Large-scale, highly publicized organizational conflicts constitute organizational crises by threatening the normalcy and vitality of organizing. This study examines the case of toxic leadership within a megachurch, whose pastor and other leaders were over or founders of multiple organizations. Integrating 1) issue development within organizational conflict framing literature and 2) image restoration strategies within crisis communication literature, this study examines how issues were named, blamed, and claimed in public organizational texts during the outing of toxic leadership. Conclusions highlight the value of multiple and complimentary frameworks to analyze crisis communication and leadership.

Enhancing employees’ knowledge sharing through diversity-oriented leadership and strategic internal communication during the COVID-19 outbreak

PurposeThis study aims to examine the effects of diversity-oriented leadership and strategic internal communication on employees’ knowledge-sharing behavior during a crisis situation, coronavirus (COVID-19) outbreak in particular. Integrating knowledge sharing research with internal crisis communication literature as well as self-determination theory, the mediating roles of employees’ intrinsic needs satisfaction are also identified.Design/methodology/approachAn online survey was conducted with 490 full-time employees in the USA across industry sectors during the COVID-19 outbreak.FindingsResults suggest that diversity-oriented leadership contributes to transparent internal communication during a crisis and increases employees’ satisfaction of autonomy, competence and relatedness needs. Transparent internal communication also increases employees’ intrinsic needs satisfaction, which in turn fosters their job engagement and knowledge-sharing behavior during the crisis.Originality/valueThis study is one of the earliest studies to demonstrate the effectiveness of diversity-oriented leadership and strategic internal crisis communication in enhancing employees’ knowledge-sharing behavior, especially in the context of COVID-19.

The association spillover mechanism of CSR crises: evidence from the Uber case

ABSTRACT Drawing on insights from the corporate ability (CA) and corporate social responsibility (CSR) associations framework, the associative network theory (ANT) of memory, and crisis communication literature on the CA-CSR crisis typology, this study examines the impact of CSR crises on stakeholders’ responses via the underlying mechanism of the spillover from CSR onto CA associations. Using the context of Uber’s CSR crisis events in early 2017, results from a survey (N = 510) among participants in the United States showed that in CSR crises, weakened CSR associations had a spillover effect onto CA associations. The effects from both CSR and CA associations then influenced stakeholders’ company and product evaluations, which in turn led to negative word-of-mouth intention. Theoretical implications are discussed.

Stakeholder-Focused Communication Strategy During Crisis: A Case Study Based on the Brussels Terror Attacks

Research in the field of risk and crisis communication indicates that large disasters not only cause distress among those affected by a crisis situation but also among the wider public. It is known that feelings of anxiety and dread are rooted in a heuristic interpretation of the situation, and that this leads to elevated stress levels in both the individual and the collective. From the literature on psychosocial behavior, we know that the lack of information, the shortness of guidance on what to do, and the absence of acknowledgement of any emotional distress, all have an immediate negative impact on the individual’s stress level. To tackle this phenomenon, this research looks to communication practices as a way of dealing with this issue during a crisis. The prevailing crisis communication literature suggests its prime aim is to safeguard the sender’s reputation thereby preventing the loss of trust. In our work, we inverted that logic by introducing a crisis communication strategy that focuses on restoring trust by diminishing victims’ and other stakeholders’ stress levels. Based on a case, the Brussels terror attacks (March, 2016), we proved the effectiveness of this approach and the diminishing effect on the population’s stress levels.

Online crisis communication in a post-truth Chinese society: Evidence from interdisciplinary literature

Through a thematic content analysis of 118 journal articles from interdisciplinary fields, this study reviews the research trends of online crisis communication literature in a Chinese post-truth society, where objective facts play a diminishing role, and Chinese people are losing their trust, despite the best efforts of organizations to deal with fake news in crises. Results of this study disclose some unique crisis communication strategies (e.g., strategic distraction, rumor-rebuttal, fabrication, acting cute, and content censorship) in crises of China. Influential contextual factors such as the political system, cultural values, and media features are identified as well. Theoretical and practical implications of this study are discussed, and a greater picture of online crisis communication in contexts is posited for future research.

Enterprise reputation threats on social media: A case of data breach framing

Reputation threats on social media in the aftermath of a data breach is a critical concern to enterprises. We argue that any effort to minimize reputation threats will require an orderly assessment of how reputation threat manifests on social media. Drawing on crisis communication and social media literature, we analyze Twitter postings related to the 2014 Home Depot data breach. We identify a taxonomy of data breach frames and sub-frames and the related reputation threats as manifested by data breach responsibility-attributions and negative emotional responses. Results indicate that reputation threats vary for intentional, accidental, and victim data breach frames. Based on crisis stage theory, we also analyze the dynamics of evolving reputation threats as data breach situation unfolds on social media. Results suggest that the data breach frames and associated reputation threats vary across the crisis stages. Further, intentional and accidental frames increase subsequent responsibility-attributions and negative emotions. Tweets with responsibility-attributions further increase the subsequent generation of reputation-threatening tweets. Negative emotions, particularly anger and disgust, also increase subsequent reputation threats. Our study has implications for enterprise reputation management and word-of-mouth literature. The results yield valuable insights that can guide enterprise strategy for social media reputation management and post data breach intervention.

Anatomy of a product safety crisis: Fonterra’s recall crisis in China

ABSTRACTIn 2013, the global dairy company Fonterra recalled its potentially contaminated Whey Protein Concentrates (WPC 80). This recall crisis led to a drop in sales in China not only for Fonterra but also all dairy products originating in New Zealand. We adopted the Cultural Discourse Studies approach (Shi, 2015) to present a holistic analysis of Fonterra’s crisis communication behavior with regard to this crisis. We treat Fonterra’s reactions to the recall crisis as a discursive/communicative event with multiple elements and focus on its cultural orientation. Though Fonterra reacted to the crisis in a professional manner, it ignored special concerns from the Chinese market and was clearly deficient in intercultural understanding and in communicating with the public. This resulted in an ineffective and asymmetrical communication and consequently its short-term failure. This paper enriches current crisis communication literature by providing a cultural discourse studies’ paradigm in addition to discussing crisis communication in a global context.

Breaking bad news with CONSOLE: Toward a framework integrating medical protocols with crisis communication

This paper develops the CONSOLE (Coherence, Orientation, Nuance, Support, Ongoing, Leadership, Emotions) framework to guide practitioners on how to break bad news effectively to stakeholders during crises. Arguably the first study integrating well-established medical protocols such as SPIKES (Baile et al., 2000) and COMFORT (Villagran et al., 2010) with crisis communication literature, the CONSOLE framework is applied on four aviation crises to examine the manner in which organizations communicate bad news on social media platforms, which are increasingly used to communicate with stakeholders (Siah, Bansal & Pang, 2010). Data was obtained during the height of the crises (Vasterman, 2005) from official Twitter and Facebook pages of Malaysia Airlines, AirAsia and Asiana Airlines. Findings showed that the airlines’ communication of bad news to stakeholders suffer from emotional deficit. Practitioners can use the CONSOLE framework to break bad news in a holistic and empathetic manner during crises.

Care Ethics and Crisis Communication: Examining Two Experiences in South America

Framed by the normative dimension of the crisis communication literature, this study examines and compares the messages conveyed by two large companies in the South American extractive industry when dealing with catastrophic crises. By focusing on the application of the ethics of care principles, this study illustrates two divergent ways of conducting interpersonal relationships and benevolence as a virtue when communicating with stakeholders in the aftermath of two recent socio-environmental disasters involving human losses in Venezuela and Brazil. For this purpose, the offending companies’ official responses obtained from various public sources are analyzed, both within and across the two cases, in light of a proposed outline of the theoretical framework at issue. The results show the contrasting ways in which these companies approached their stakeholders through crisis responses when referring to crisis casualties. Furthermore, the study compares the two cases’ backgrounds and argues that the socio-political context influences the corporate decisions on crisis responses.

The quicker, the better? The antecedents and consequences of response timing strategy in the aftermath of a corporate crisis

PurposeThe conclusions on the importance of corporate response timing to a crisis have remained inconsistent. Some studies suggest that active response may reduce negative impacts, whereas managers argue that issuing official response frustrates stakeholders and thus decreases the firm value. The purpose of this paper is to investigate the role of external media in the response timing strategy and the consequent stock market reaction.Design/methodology/approachBased on 130 corporate crises that befell publicly listed firms in China from 2007 to 2014, this paper uses the Baidu News Search Engine and Chinese Lexical Analysis System to construct the variables of the media characteristics. A structural equation model is established to test the hypotheses.FindingsThe results of this paper suggest that media coverage drives response timing after a crisis. Although an official response is a burden for firms, the timing strategy has multidimensional benefits including effectively alleviating negative effects (defined as buffering effects) and repairing the market (defined as restoring effects). Moreover, the buffering effects of response timing are stronger when completeness of response is low.Originality/valueThis study mainly contributes to crisis communication literature by introducing the role of media in prompting managers to make timing decisions. The findings of this study provide empirical support for the importance of timing response strategy.

Does severity matter?: An investigation of crisis severity from defensive attribution theory perspective

Although the concept of crisis severity has existed in the crisis communication literature for two decades, it has not been theoretically tested and explained. Based on Defensive Attribution Theory (DAT), this study intends to specify the relationship between crisis severity and crisis responsibility as well as organizational reputation within the SCCT model. Through a 2 (crisis severity) × 3 (crisis type) between-subject factorial experiment (n = 274), the study revealed that higher crisis severity causes worse reputation regardless of crisis type. For accidental crisis, higher crisis severity leads to higher intentionality, one dimension of crisis responsibility. The findings indicate that crisis severity still has value in SCCT and deserves further investigation.

Social media dialogues in a crisis: A mixed-methods approach to identifying publics on social media

Despite the promise of social media to engender dialogue, the common approach to studying social media may prioritize monologue, whereby research considers the strategies organizations use in targeting publics, particularly in a crisis. This study uses a mixed-method approach to analyze dialogue in a crisis—semantic network analysis and content analysis. Specifically, this study examines the emotional expression and crisis coping behaviors on social media during two separate terror attacks: the Paris terror attacks in 2015 and the Barcelona terror attacks in 2017. Results demonstrate how publics may be identified and understood through semantic network analysis and content analysis. This study also shows the connection between emotions and coping, expanding the crisis communication literature in public relations, and suggests the need to consider agenda-setting and resilience in crisis communication research. Finally, we discuss this study’s implications for assuming a dialogic orientation in public relations.

Crisis communication within a community: Bonding, coping, and making sense together

Crisis communication has been researched extensively from managerial and functionalist approaches, and little empirical research exists exploring the role of a community in helping community members cope with crises. Situated in this major gap, the current investigation adopts a community-centered approach that combines insights from chaos theory, uncertainty reduction theory, and sensemaking theory. This study used a mixed method design to examine the role of a campus community in dealing with a variety of campus crises. The qualitative study gave an in-depth understanding of how a crisis is perceived and the underlying process of how a community helps to make sense of a crisis. The quantitative study tested and further illustrated this process through path analysis. The major contributions of this study to the current crisis communication literature are twofold: (1) a crisis-induced community building model that demonstrates a community’s role in helping community members self-organize, collectively make sense of a crisis, and reproduce community experiences; and (2) instruments to measure a crisis and community functionalities. Theoretical implications of this study on chaos theory, uncertainty reduction theory, and sensemaking theory are discussed.