Crisis Communication Strategies Research Articles

You Say Your Best When You Say Anything at All: Crisis Communication Strategies by Muslim Organizations in the Aftermath of Islamist Terrorism

ABSTRACTThis research, comprising three experiments with a total of 1718 population‐representative participants, investigates the strategies Muslim organizations can utilize to sustain trust and positive perceptions in the direct aftermath of terrorist attacks. It evaluates the effectiveness of different crisis communication strategies as outlined by the Situational Crisis Communication Theory. Additionally, it examines the effects of a positive pre‐crisis reputation, statement framing and the publishing source on attitudes towards Muslim organizations, Muslims in general and Islam. Three experiments with several reference groups were conducted. Multivariate analyses underscore the critical importance of active crisis communication in cultivating positive attitudes and trust in Muslim organizations. Across experiments, the findings indicate that the act of issuing a statement itself holds more substantial influence than the specific crisis response strategy employed. In addition, the source of publication played a notable role in shaping perceptions; statements released through personal channels resulted in more positive reactions compared to statements released by a public source.

The readability of corporate sustainability narratives in a crisis: an analysis of linguistic features using Coh-Metrix

Purpose This study aims to conduct an exploratory analysis to investigate whether changes occurred in the readability of sustainability reporting narratives following a reputational crisis. Design/methodology/approach Drawing from crisis communication and impression management studies, the authors explore whether a reputational crisis may influence management to adapt the readability of narratives. Using the reputational crisis following the Costa Crociere incident in 2012 as a case study, the authors analyse the readability of sustainability reports before and after the crisis through the multidimensional linguistic software Coh-Metrix. Findings Comparisons across the three main sections of sustainability reporting narratives (letter to stakeholders, environmental performance and social performance) reveal substantial changes in linguistic characteristics after the crisis, especially concerning the sections devoted to environmental performance. However, the different trends of changes among sections do not allow for a clear interpretation of manipulative intent. Originality/value This study contributes to crisis communication research by focusing on readability, an under-explored yet crucial aspect of crisis communication strategies. It also enhances impression management literature by investigating readability manipulation in post-crisis sustainability reporting narratives. Furthermore, the study offers a methodological contribution by proposing the use of multidimensional linguistic software like Coh-Metrix to explore deep language structure levels not easily detectable with commonly used readability measures.

Trading-off health safety, civil liberties, and unemployment based on communication strategies: the social dilemma in fighting pandemics.

Crisis management often requires decisions that prioritize the collective good over individual interests. Effective crisis communication strategies can influence individuals' behavior towards the collective good, preventing negative societal externalities. However, little is known about how these strategies affect individual acceptance of decisions that involve trade-offs between individual and collective interests. We study individual choice behavior regarding maintaining or lifting government-imposed restrictions on private and public life in a referendum setting in the context of the COVID-19 pandemic. Maintaining or lifting the restrictive measures represents a social dilemma that involves trade-offs between civil liberties, health safety, and economic consequences. In three online experiments, we test the impact of communication strategies that focus on health and/or economic factors, as well as risk attribution (i.e. who is at risk by an increase of infections), on individual acceptance of restrictive measures. Results across all experiments show that the majority favors maintaining the COVID-19 measures, indicating that individuals act ethically by trading off individual harm (i.e., restrictions on private and public life) for the prevention of increased societal harm (i.e., infections, deaths). When communication focuses only on health factors, acceptance levels remain robust, regardless of whether the risk is attributed to others, the individual's group, or the individual. However, when economic factors (i.e., unemployment rates) are included, acceptance of restrictive measures significantly drops. Notably, in an economic-focused communication, attributing risk to the individual's group increases acceptance such that significantly less individuals vote to lift measures when their group is at higher risk. Overall, these results demonstrate the impact of communication strategies on acceptance of crisis management measures: Our findings have implications for policy makers who design communication strategies to enforce restrictive policies in times of crisis.

Strategi Komunikasi Krisis Jasa Pernikahan untuk Menciptakan Inovasi Berbasis Teknologi

The wedding service industry faces major challenges in maintaining its reputation in the digital era, especially in the midst of a crisis that can affect consumer trust. This study discusses the crisis communication strategies implemented by wedding service providers in utilizing digital innovation to mitigate negative impacts and restore public trust. This study uses a qualitative approach with case study analysis on several wedding service providers who have successfully handled the crisis through the use of digital platforms such as social media, wedding applications, and technology-based customer management systems. The results of the study indicate that the success of the crisis communication strategy is greatly influenced by the speed of response, transparency, and the ability to adapt to technological changes. This article provides insights for industry players to integrate digital innovation in crisis management, as well as build a sustainable brand reputation amidst increasingly fierce competition.

Narasi TV’s Action in Reputation Management due to Hacking Crisis

Narasi TV, a digital television startup, was founded on September 6, 2017, by a dynamic trio of journalists: Najwa Shihab, Dahlia Citra, and Catharina Davy. This innovative platform is dedicated to delivering factual and participatory information, aiming to engage viewers in meaningful discourse. This article undertakes a detailed analysis of the crisis communication strategies employed by Narasi TV in the wake of a significant hacking attack that transpired in September 2022. Utilizing a qualitative research methodology, the study integrates the Situational Communication Theory (SCCT) to understand the nuances of their response. This research reveals that Narasi TV adeptly navigated the crisis, maintaining and enhancing its reputation through a commitment to transparent communication and fostering open dialogues with its audience about critical cybersecurity issues. In a strategic move to bolster its defenses, Narasi collaborated with Aliansi Jurnalis Independen (AJI) to secure legal advice and technical assistance, conducting thorough audits of their device security to mitigate the risk of future hacking incidents. Ultimately, it can be concluded that Narasi TV’s prompt of public trust was pivotal in reinforcing Narasi’s image as a credible source for information dissemination. This research sheds light on effective communication practices during a crisis. It provides valuable insights for other media organizations striving to manage their communication strategies in an ever-evolving digital landscape.

Analysing JAKIM’S Crisis Communication Strategies Using Image Repair Theory

The halal industry is successful and in demand, offering numerous economic opportunities for entrepreneurs and organisations. Despite its enormous potential, particularly its vast market, which included domestic and international markets, the Malaysian government, regulators, and businesses were concerned about managing the halal crisis. As a country with a substantial Muslim population, Malaysia has a responsibility to provide halal goods and services that align with Islamic principles. Recent controversies have posed challenges to the industry's reputation and public trust, highlighting a critical gap in research regarding crisis communication strategies in this context. This study evaluated the crisis communication response strategies employed by the Department of Islamic Development Malaysia ("Jabatan Kemajuan Islam Malaysia,” JAKIM) during halal crises using Image Repair Theory as the theoretical framework. Through qualitative content analysis of JAKIM's press statements, the research identified key strategies, including denial, evasion of responsibility, reducing offensiveness, and corrective action. The findings offer valuable insights for halal businesses and public relations practitioners, emphasising the need for effective crisis response strategies to safeguard organisational integrity and reputation. Meanwhile, the study contributes to the ongoing growth and sustainability of the halal industry.

Analysis of Crisis Communication Regarding of One-Sided Insurance Claim By Pridential Indonesia

Prudential Indonesia's crisis communication strategy in dealing with customer lawsuits against unilateral claim cancellation is categorized as a preventable crisis. Using the Situational Crisis Communication Theory (SCCT) and Image Restoration Theory frameworks, this study evaluates Prudential Indonesia's steps in responding to crises, managing reputation, and restoring public trust. The research method used is qualitative descriptive with a case study approach, involving the analysis of online media news content, social media, and related documents. The results of the analysis show that Prudential Indonesia took good steps through a quick and appropriate response to comply with the Constitutional Court's decision and improve policies related to claims management and procedural transparency. However, weaknesses in the form of a lack of transparency and protection for customers still risk raising public dissatisfaction with Prudential Indonesia's response which is still too general. The recommendations of this study include increasing the transparency of the claims process, strengthening insurance agent training, adopting the Ex Gratia claims policy, reviewing and adjusting policy terms, improving customer complaint services, and proactively communicating with the public. By implementing this strategy, Telkomsel is expected to mitigate the impact of similar crises in the future and maintain its reputation as a trusted telecommunications service provider in Indonesia.

Strategi Humas Sekolah Vokasi IPB dalam Menangani Kasus Kebocoran Data Mahasiswa

The crisis communication strategy implemented by the Public Relations of the IPB University Vocational School in handling the student leak incident that occurred in 2022 on the online learning website at the IPB University Vocational School is EVIETA (E-Learning for Vocational Education and Training Acceleration) by involving the implementation of three main strategies of Situational Crisis Communication Theory (SCCT). Public Relations plays a role in conveying information to the public and students, while the Institute for Information Management and Digital Transformation (LMITD) handles technical aspects. The results of the study show that the Public Relations of the Vocational School implemented three main strategies in an effort to manage the crisis, namely the denial strategy, the diminishing strategy, and the rebuilding strategy. These three strategies are used to reduce the negative impact on the university's reputation. This study uses a qualitative approach. The findings show that the IPB University Vocational School needs to increase information transparency and develop a more structured crisis communication plan, as well as evaluate the data security system regularly to prevent similar incidents in the future.

A Comparative Analysis of Communication Strategies in Managing the COVID-19 Pandemic Crisis: Lessons from New Zealand and Sweden, Considering Population Differences

Amid the unprecedented challenges posed by the COVID-19 pandemic, effective communication emerged as a linchpin in navigating the crisis and shaping public responses. This article conducts a meticulous comparative analysis of the communication strategies employed by New Zealand and Sweden, countries renowned for their distinctive approaches, while also acknowledging the significant variance in their population sizes. Leveraging empirical data, scholarly literature, and per capita normalization techniques, we delve into the impact of these strategies on critical metrics such as death tolls, economic outcomes, and social cohesion. Results indicate that clear and consistent communication contributed to lower per capita mortality in New Zealand. Meanwhile, tailoring public health messaging to sociocultural contexts and balancing individualism with collectivism appears vitally important. The findings highlight valuable lessons for crisis communication strategies suitable across diverse population settings.

Higher Education Crisis Communication In Indonesia In The Digital Era For Maintaining Reputation

Between January and June 2024, four plagiarism issues occurred in Indonesian higher education, posing a threat to reputations that have been upheld for years. This study aims to explore the crisis communication strategies of Indonesian universities in the digital era to maintain their reputations, using a case study method and a qualitative approach. The results of the study show that there is a consistent pattern in the crisis communication employed by Indonesian higher education. According to the Situational Crisis Communication Theory, it can be concluded that the strategies employed include (1) Reminding, (2) Ingratiation and (3) Compensation, .This study found that there are both advantages and disadvantages to these strategies and offers recommendations that can be applied by other universities in Indonesia if they encounter similar issues in the future.

Between Headlines and Diplomacy: Crisis Communication Analysis of the Fenerbahçe-Galatasaray Super Cup Final Repercussions

Sports organizations can be crucial in advancing bilateral ties between nations, enhancing their mutual reputations, and developing sports diplomacy. In light of the Fenerbahçe-Galatasaray Super Cup match, this article discusses in detail the parties' crisis communication strategies, media coverage, and the role of sports diplomacy. Through a detailed analysis of the media coverage and the various communication strategies adopted by the clubs, officials, and stakeholders, this study highlights the complications surrounding the detrimental effects of the match cancellation. Using qualitative and quantitative content analysis techniques, 24 international news articles chosen at random were examined. This study, which closely examines media reports, reveals some of the adverse effects of canceling matches. The assessment highlights the organizational approaches used by stakeholders to address the issue and influence public opinion, drawing on crisis communication theories. The actors in the organization representing Saudi Arabia and Turkey are receptive to constructive discussion and mutual advantages, and their willingness to uphold their partnerships in the face of adversity indicates their regard for long-term relationships. It is evident that sports diplomacy, a reactive approach in public relations, is also effectively employed during the crisis.

Crisis Communication through Social Media Platforms by Malaysian Indian Agencies

Crisis communication must be prompt, accurate, and accessible to all. Government agencies often use multiple channels to disseminate critical information quickly. Social media has been helpful in informing all stakeholders about institutional short- and long-term interests as well as raising public health awareness. Mitigative strategies and crisis response are improved when crisis communication is tailored to the social, cultural, and economic context of minority communities. Identifying and directing communications that are unique to a group, however, presents difficulties when a crisis arises. Therefore, this research aims to investigate how the Malaysian Indian Agencies (MIAs), use social media to reach out to minority Malaysian Indians to disseminate information during the COVID-19 pandemic. 16 MIAs with active social media pages, Facebook and Twitter, registered with the Registrar of Societies (ROS) were shortlisted. Content analysis was performed on social media posts which were published from 18 March 2020 until 31 August 2020. The posts were categorized based on crisis communication strategies, outlined based on past studies. Subsequently, a semi-structured interview was conducted among the urban middle class and urban poor Indian residents in the Klang Valley. Findings reveal a notable paucity in the proactive presence of these agencies on social media platforms, indicating limited engagement in disseminating essential information during a crisis. While Facebook and Twitter were used, diverse channels like WhatsApp contributed to reaching out to the non-urban Indians. The use of Tamil shows efforts to overcome language barriers, supporting government initiatives to control the pandemic while potentially boosting the agencies’ political influence among Tamil-speaking communities. This study underscores the need for government agencies and community organizations to adapt their outreach methods to ensure all segments of the population, especially linguistic minorities, have access to timely and accurate information during a crisis.

Dissecting Crisis Communication: A Critical Discourse Analysis of Leadership Strategies in Australia and New Zealand During the COVID-19 Pandemic

ABSTRACT This paper presents a comparative and discursive analysis of crisis communication strategies by Australian Prime Minister Scott Morrison and New Zealand Prime Minister Jacinda Ardern during the first two years of the COVID-19 pandemic. Utilizing critical discourse analysis, the study examined official communications from the leaders from January 2020 to April 2022. Despite the shared global problem and cultural and geographical closeness of the two countries, this study highlights stark differences in their communication styles, and exposed power dynamics in societal inclusion or exclusion. The paper argues that variations in crisis communication, including politicization of the crisis, can be attributed to leadership style, political ideology, and personality traits. The research underscores the pivotal role of crisis communication in shaping public trust, a critical factor for effective pandemic mitigation and health campaigns.

Communication strategies to strengthen the resilience of micro, small and medium-sized enterprises during the COVID-19 pandemic: A systematic review

This study investigates the role of communication resilience in Indonesian Micro, Small, and Medium Enterprises (MSMEs) during the COVID-19 pandemic, focusing on how effective communication strategies contribute to MSME resilience and business continuity. Utilizing a systematic literature review of Scopus articles published between 2020 and 2024, the research is grounded in resilience theory, crisis communication, and organizational communication. The COVID-19 pandemic has significantly impacted businesses globally, with MSMEs being particularly vulnerable due to limited resources. This study aims to identify the factors influencing MSME resilience, the communication strategies used, the challenges in implementing these strategies, and the policy implications for supporting MSMEs in building resilience. Key findings highlight several factors that influence MSME resilience, such as adaptable business models, access to financial resources, the use of digital technologies, and effective crisis communication strategies. Effective communication is crucial for maintaining stakeholder trust, managing information flow, and coordinating crisis responses efficiently. Challenges in implementing effective communication strategies include limited technological infrastructure, lack of communication expertise, and cultural barriers, which can impede MSMEs' crisis response. Addressing these challenges is essential for enhancing the resilience of MSMEs.The study provides policy implications, suggesting that governments and stakeholders should enhance MSMEs' communication capabilities through training programs, financial support for digital infrastructure, and tailored communication guidelines for crisis situations. This research contributes to theoretical knowledge on resilience and communication in the context of MSMEs and offers practical insights for policymakers, business owners, and practitioners. By addressing the communication challenges faced by MSMEs, stakeholders can better support these enterprises in achieving resilience and ensuring business continuity during crises. This study highlights the importance of effective communication in MSMEs' ability to navigate and survive crises, providing a roadmap for future research and practical interventions in this critical area.

Crisis Communication on Social Media: Managing Reputation and Maintaining Public Trust

This study aims to analyze crisis communication strategies implemented by organizations in Indonesia through social media, using the Systematic Literature Review (SLR) method. This method was chosen to collect, evaluate, and analyze relevant literature, in order to obtain a comprehensive picture of crisis communication practices in Indonesia in the context of social media. The data collection process was carried out by filtering relevant scientific articles, reports, and studies related to crisis communication and social media, published through various sources such as academic journals, conferences, and industry reports. Each selected article was evaluated based on the criteria of relevance, methodological quality, and its contribution to the understanding of crisis communication in social media. The results of the study indicate that effective crisis communication in social media requires a fast, transparent, and consistent response. Organizations that successfully manage communication through social media have a greater chance of maintaining public trust and reducing the negative impact on their reputation. The speed of response is a key factor, given the very rapid spread of information on social media. In addition, transparency and consistency of messages are essential to prevent public confusion. This study concludes that organizations in Indonesia must design communication strategies that are adaptive to the dynamics of social media, by ensuring clear, accurate, open messages, and monitoring public reactions directly. Thus, effective communication can help organizations manage crises and maintain public trust.

Creativity in crisis communication: a systematic review

This systematic review explores the concept of creativity in crisis communication, a widely used but poorly conceptualised phenomenon. It draws on empirical research and case studies to highlight the diversity of creative approaches during major crises such as natural disasters, health crises, or conflicts. The focus is particularly on situations where these crises are protracted, and creativity is required to deal with the “fog of warning” caused by repeated alerts. It is also important to exercise creativity in order to control the meaning of information and combat the spread of misinformation and conspiracy theories. Creativity in crisis communication during major crises is described as the dynamic generation of novel and contextually relevant strategies using unconventional or metaphorical elements to engage audiences, reshape their understanding, and drive behavioural change for effective crisis resolution and recovery. The study provides a framework for understanding creativity in crisis communication by synthesising existing academic knowledge. Using the preferred reporting items for systematic reviews and meta-analyses methodology, 42 articles were analysed and categorised into three areas of communication: meaning making, behaviour framing, and reputation preservation. The framework illustrates the multiple facets of creativity: metaphorical creativity promotes critical reflection; visual representation enhances accessibility; humour and creative solutions engage and motivate diverse audiences; artistic elements, serious games and creative scenarios facilitate behaviour change. This framework underscores the critical role of creativity in crisis contexts, bridging the gap between standard communication and innovative, contextually relevant strategies in crisis communication strategies.

Analisis Strategi Komunikasi Krisis dalam Mempertahankan Reputasi Perusahaan di Situasi Darurat

In an increasingly connected digital era, companies are faced with great challenges in managing crisis communication to maintain their reputation when facing emergency situations. This research aims to analyze effective crisis communication strategies in maintaining the company's reputation, focusing on the application of the theory of “Situational Crisis Communication Theory” (SCCT) and “Integrated Crisis Mapping” (ICM). The research method used is a qualitative approach through case studies on companies in Indonesia that have faced a reputation crisis. The results show that rapid response, use of social media, and transparency are crucial components in an effective crisis communication strategy. Companies that apply the SCCT approach, taking into account the type of crisis and the appropriate response, prove to be better able to reduce negative impacts and strengthen a positive image in the eyes of the public. In addition, ICM helps companies customize their communication strategies based on audience emotions, such as fear or anger, thus increasing the level of public trust during a crisis. In conclusion, a structured and adaptive crisis communication strategy can help companies maintain and even improve their reputation in emergency situations.

When all goes as planned: a case study of Hajj and the best crisis communication strategies for practitioners planning mega-events

This case study examined how the Kingdom of Saudi Arabia (KSA) managed the 2018 Hajj season, one of the largest worldwide gatherings, to identify prominent communication strategies utilised in a large event. The two-way symmetrical communication and the renewal discourse theory served as theoretical frameworks. A thematic analysis was utilised to analyse communication content, news articles, and tweets. It is almost impossible to know whether the KSA intentionally applied Grunig’s two-way symmetrical communications theory; nevertheless, the results suggested that KSA operated in a way that followed Grunig’s theory. The findings showed how the KSA learned from past mistakes and incorporated Grunig’s two-way symmetrical communication model to implement best public relations practices for a successful 2018 Hajj season. This case study provided various perspectives on how employing communication strategies can help manage a significant event successfully.

Transforming Global Crisis Communication Through Digital Twins Enhancing Media Response Strategies With Machine Learning

In an increasingly interconnected and crisis-prone world, effective communication during emergencies remains a critical challenge. This study systematically explores the transformative role of digital twins and machine learning (ML) in enhancing crisis communication strategies across multiple domains, including pandemics, natural disasters, cybersecurity incidents, and social media engagement. A total of 259 peer-reviewed articles were analyzed following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines to ensure a rigorous and transparent review process. The findings highlight that digital twins provide real-time, high-fidelity simulations of crisis dynamics, enabling decision-makers to anticipate challenges, allocate resources efficiently, and optimize emergency responses. Concurrently, machine learning techniques such as deep learning, predictive analytics, and natural language processing (NLP) facilitate misinformation detection, sentiment analysis, and the prediction of public emotional responses. The integration of digital twins and machine learning demonstrates significant advancements in crisis management by offering a data-driven framework for improving situational awareness, reducing response time, and enhancing communication transparency. In pandemic scenarios, digital twins optimize healthcare logistics, while machine learning mitigates misinformation. In natural disasters, these technologies enable dynamic resource allocation and adaptive communication. Similarly, in cybersecurity crises, digital twins simulate attack scenarios, and ML tools detect threats in real time. Moreover, social media analysis through ML identifies public sentiment trends and key influencers to ensure effective public engagement.

SOCIAL MEDIA AS MEDIATOR IN CRISIS COMMUNICATION AND REPUTATION MANAGEMENT DURING MALAYSIA’S COVID-19 PANDEMIC

Crisis communication played a crucial role in Malaysia's response to the COVID-19 pandemic, bridging public health and political discourse. Media competition intensified, shaping public perception through various social media strategies. This led to diverse political leanings and impacts on public understanding, sometimes causing pandemic-related misunderstandings. Despite this, the pandemic also fueled an "infodemic," spreading misinformation and overshadowing factual content. Thus, the study's main aims are to analyse the role of social media as the mediating factors on crises communication and reputation management. The quantitative method will be used to achieve the study's purpose by using a proportionate stratified random sampling technique and distributing the survey to 400 Malaysians. The mean analysis on social media is 3.35. The mediation analysis valuing p=0.92, p=0.91, p=0.89, p=0.89, p=0.87, p=0.77, p=0.77, p=0.76, p=0.73, p=0.69, p=0.44, p=0.43, p=0.30, p=0.23, p=0.09. These research findings indicate that the indirect effect hypotheses are not supported. In this critical situation, crisis communication strategies may have a more direct impact, not always relying on media. Social media's role in shaping public perception could be less important compared to government actions, personal experiences, and traditional media. The complexity of crises like COVID-19 involves many variables and stakeholders, which might lessen the impact of social media. The effectiveness of policies could be more influential than how they're communicated through social media. Varying levels of media literacy and how people consume information on social media could weaken the effects, leading to inconsistent results in studies.