Crisis Communication Strategies Research Articles

Conceptualizing Financial Crisis Communication: Central Bank’s Reputation Management Strategies During a Crisis

Research suggests that financial crises are inherently and mostly communication problems, making it crucial to study how central banks deploy crisis communication strategies for reputation management. This study proposed financial crisis communication conceptual framework to examine how the Central Bank of Ghana communicatively managed the financial industry reputation during the Ghanaian banking crisis. Findings revealed that whereas the Central Bank of Ghana deployed justification, differentiation, shifting blame, and attacking the accuser strategies to manage its own reputation, it used corrective action, good intentions, and minimization strategies to manage the reputation of the financial industry at large. Implications for practice are discussed.

Communicating During Societal Crises: How Entrepreneurs’ Interactions with Backers Affect Fundraising via Crowdfunding

We investigate how entrepreneurs communicate with crowdfunding backers during the onset of a societal crisis via a content analysis of campaigns active during the COVID-19 pandemic and a vignette experiment. While effective communication with stakeholders is critical for acquiring resources during societal crises, little is known about what communication strategies entrepreneurs use during these crises or their influence on fundraising. Notably, we find that entrepreneurs’ crisis communication strategies differ along three key dimensions: timing (proactive vs. reactive), target (entrepreneur vs. other), and nature (utilitarian vs. personal), and that proactively addressing other stakeholders’ personal concerns attracts more funding than alternative approaches.

Voices in Crisis: High-Salience Stakeholders’ Experiences and Perceptions of Communication During Educational Management Crisis

This paper investigates how important stakeholders (professors and students) were informed and updated about the 2016 IUP faculty and Staff Strike crisis. The paper employs a qualitative case study methodology in which a group of four participants, two professors, and two graduate students, were snowballed and interviewed in a semi-structured interview style. The paper sought to answer the following questions: How did the professors and students experience the strike, and how did they perceive the way IUP handled communication during the strike crisis? The participants’ responses were recorded, transcribed, and coded for analysis. The study’s findings were reported in nine themes that show the nuanced and multifaceted dimensions of the experiences and perceptions of the participants, showing the dynamics at play during this critical period. This study provides a comprehensive analysis that contributes to the broader discourse on crisis communication in university settings, emphasizing the importance of stakeholders’ perspectives and experiences in shaping effective crisis communication strategies.

Taking a Nosedive: Can Boeing’s Image be Saved? Application of Image Repair Theory

Boeing’s leadership faced significant criticism for its mishandling of the two 737 Max plane crashes that occurred within a six-month span. Since then, Boeing has been grappling with ongoing quality control issues with its 737 Max series, including a recent door plug failure on a 737 Max 9 mid-flight, and production flaws in the 787 Dreamliner, such as gaps between fuselage sections.This case study applies image repair theory (IRT) to explore Boeing’s crisis communication strategies in response to the 737 Max plane crashes. This study further investigates the application of the concepts of stealing thunder, framing hypothesis, and ethical apology, and their application in Boeing's crisis management. The findings reveal that Boeing's leadership employed both denial and mortification strategies; however, the timing and execution of these communications were flawed, leading to long-term reputational damage.Boeing’s failure to employ stealing thunder, effective framing, and delivering sincere apologies has hindered its ability to control the crisis narrative. Theoretical implications for IRT are discussed.

West Sumatra Governor's Crisis Communication in The Air Bangis Agrarian Conflict

Land conversion often causes friction between the government and the community, which leads to conflict. West Pasaman is one of the districts in West Sumatra Province with the highest cases of agrarian conflict in West Sumatra. Data from the Padang City Legal Aid Institute shows that there are 25 cases of agrarian conflict in West Pasaman Regency, one of which occurred in Jorog Pigogah Patibubur. This research focuses on government crisis communication in dealing with conflict. Using the Two Ways Symmetrical Communication model, this research will analyze how the government-society narratives differ regarding the PSN Air Bangis proposal, the process of forming the narrative, and the communication strategy of the Governor of West Sumatra in managing the crisis. This research uses qualitative methods to analyze the management of narratives and conflicts between the Governor of West Sumatra, Mahyeldi Ansharullah and the Air Bangis community regarding the change in the status of forest areas that were originally cultivated by the community, to become production forest areas managed by the state. To obtain data, this research used interview and document study methods. Research shows that the crisis cannot be handled optimally because the crisis communication strategies used by the government have not been successful in managing the conflict.

Mending the Image: The Role of Crisis Communication and Apology Strategies in Recovering from Brand Transgressions

This study investigates the impact of brand transgression on brand image, with a focus on the moderating roles of crisis communication, religiosity, and the effectiveness of apology strategies in brand recovery. Brand transgressions, defined as violations of consumer expectations or ethical standards, often result in a significant loss of consumer trust and negative shifts in brand perception. Drawing on a sample of 400 consumers, the study examines whether timely crisis communication and well-structured apology strategies can mitigate the detrimental effects of brand transgressions on brand image. Additionally, religiosity is explored as a moderating factor, given that highly religious consumers may respond more severely to perceived ethical violations. The results confirm that brand transgression has a strong negative impact on brand image. Effective crisis communication strategies significantly reduce this impact, while apology strategies contribute positively to brand image recovery. Moreover, religiosity exacerbates the adverse effects of transgression, with highly religious consumers showing a lower tendency to forgive and restore trust. These findings provide valuable insights for brand managers on how to handle crises effectively, suggesting that a combination of clear communication, sincere apologies, and an understanding of cultural and religious sensitivities can assist in maintaining and recovering brand image. The study also highlights the importance of tailoring brand responses to audience characteristics in crises. Limitations and future research directions are discussed.

Управление на кризи в социалните медии

The provided text contains excerpts from the monograph Crisis Management in social media. The passage examines the crucial role of social media in contemporary crisis management, particularly in the context of public relations (PR). It emphasises that the rapid rise of social media has created new challenges for organisations, requiring them to adapt their crisis communication strategies to this dynamic digital environment. In the full text of the monograph, the author explores various types of crises that can emerge online, such as cyberattacks, misinformation, and consumer activism, and offers strategies for effectively managing these situations. The monograph also underscores the importance of developing a well-structured crisis communication plan that incorporates digital tools and platforms to ensure a timely and appropriate response. This excerpt highlights the necessity of continuous social media monitoring and real-time engagement with stakeholders to mitigate the impact of crises on an organisation’s reputation. Additionally, the text provides practical guidelines for creating and implementing crisis management tactics, including press releases, virtual press conferences, temporary crisis websites, and more.

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.

Post Crisis Communication Strategies Used in Crises Preparedness in the Tourism and Hospitality Industry in Naivasha Sub-County

Purpose: This study sought to evaluate the post-crisis communication strategies used in crises preparedness in the tourism and hospitality industry in Naivasha Sub-County in Nakuru County of Kenya. Methodology: Mixed research methodology was used in the study, particularly the dominant-less dominant parallel/simultaneous (QUAL + quan) design. A quantitative sample of 362 and a qualitative sample of the key informants was drawn from a population of 1092 employees using the multi-stage and purposive sampling techniques, respectively. The instruments of data collection were questionnaires for survey of the 362 respondents and interview guides for the key informant interviews. Descriptive and inferential statistics were used to analyze quantitative data and were subjected to regression analysis using SPSS software whereas qualitative data was analyzed thematically. Findings: The study found that various post-crisis communication strategies were used in crises preparedness in tourism and hospitality industry on Naivasha subcounty. A communication strategy that emphasizes protection of the reputation of the organization was popular among a larger portion of the respondents 60% (n=177). The study also revealed that as a post-crisis communication strategy, the management in the hotels was keen to give information that focuses on coping psychologically with a crisis situation. The hotels also ensured that keeping the image of the hotels through communication strategies would enhance crises preparedness. The findings in post-crisis communication strategies included the messaging that focuses more on rebuilding of the organization’s profitability. This was found to be strongly and positively associated with restoration of the hotel’s image (r=.610). Unique Contribution to Theory, Practice and Policy: The situational crisis communication theory guided the study. The study recommends that the Cabinet secretary in the Ministry of Tourism develop policies that spell and guide crisis management plans that acknowledge effective crisis communication strategies in hotels in the country. This study findings will inform academia and be a base for scholars in mass communication in carrying out further studies in communicative strategies used in crises preparedness. The study will also inform the hotel and hospitality management on the importance of allocating adequate resources on communicative strategies to be prepared for crises.

Communication Strategies Used during a Crisis in the Tourism and Hospitality Industry in Naivasha Sub-County

Purpose: Since tourism is highly susceptible to shocks, and effects of crises in the industry can lead to several direct and indirect repercussions, appropriate communication techniques and strategies are needed to proactively overcome or prevent crises. However, in Kenya, assessment of the same is glaringly insufficient, hence, the need for the current study. The study objective was guided by a research question; What are the during-crisis communication strategies used in crises preparedness in the tourism and hospitality industry in Naivasha Sub-county? Methodology: The study was conducted among hotels in Naivasha Sub-County of Nakuru County of Kenya using a mixed research methodology. Using a sample of 362 employees through multi-stage and purposive sampling techniques, questionnaires were used to collect data among employees while 28 key informant interviews were used among the hotel managers. Descriptive and inferential statistics were used to analyze quantitative data. Findings: The study concluded that during crisis communication strategies featured issuance of accurate and consistent messages, giving precautions, dissemination of information on how to cope physically as well as information on prioritizing self-protection. The communication strategies during the crisis influenced the preparedness in small and insignificant amounts (sig. = .968). The results showed that communicating on precautions during a crisis was a special way and strategy to contain the effect of the crisis. The study found that more than half of the hotel staff 175(59.5%) agreed that their organizations give accurate and consistent messages on crisis preparedness. Unique Contribution to Theory, Practice and Policy: The study recommends that the Cabinet secretary in the Ministry of Tourism develop policies that spell and guide crisis management plans that acknowledge effective crisis communication strategies in hotels in the country. For individual hotel operators and managers in Naivasha subcounty, provision of regular information on crisis, and having a crisis communication plan in the precrisis stage will educate and sensitize the employees of the possible risks and how to handle them. This study findings will inform academia and be a base for scholars in mass communication in carrying out further studies in communicative strategies used in crises preparedness. The study findings inform development and roll out of policies that guide crisis management plans in tourism and hotel industry.

Equity-informed social media COVID-19 risk communication strategies: a scoping review

ObjectivesThe COVID-19 pandemic has had devastating worldwide impact but most prominent was its effect on marginalised, underserved and equity-deserving populations. Social media arose as an important platform from which health...

Impact of TikTok Store Closing: Communication Analysis and User Response

In this study, we investigate the impact of the TikTok Shop closure, focusing on communication analysis and user responses. Engaging active participation from respondents, we gained deep insights into how this closure decision affects users in the context of online communication. The research methods involved surveys and qualitative analysis of user responses. The study's results show a variety of user reactions, including disappointment, frustration, and adaptation to the change. Communication factors, such as the clarity of information and user engagement, were identified as key elements influencing their perceptions of this decision. In-depth analysis of the data highlights the crucial role of communication in managing negative impacts and the potential to rebuild user trust through transparency and better interaction. Additionally, this research explores broader implications related to crisis management and communication strategies of digital platforms when facing sudden changes. The findings indicate that effective and transparent communication can mitigate negative reactions and help users adapt to unexpected changes. Thus, this study not only provides a deep understanding of user responses to the TikTok Shop closure but also emphasizes the importance of effective communication in overcoming challenges in a dynamic digital environment. These findings are expected to offer valuable guidance for practitioners, researchers, and decision-makers involved in managing similar digital platforms. The conclusion of this study is that a good communication strategy can minimize negative impacts and enhance user trust, ultimately contributing to the long-term success of digital platforms.

Challenges of Crisis Communication in Responding to the Threat of Terrorism: Minimizing Fear and Encouraging Community Solidarity

Terrorism crisis has become one of the serious challenges in the context of global security. The threat of terrorism not only endangers the safety of individuals and communities but also causes widespread psychological impacts, such as fear and anxiety that can disrupt social harmony. In addressing the terrorism crisis, communication is the key to minimizing fear and fostering community solidarity. This study aims to explore effective crisis communication strategies in responding to terrorism threats. The main focus of the research is to understand how communication messages can be designed to reduce fear and rally support and solidarity among the community in the face of a terrorism crisis. The research method used is a qualitative study with a content analysis approach of various information sources such as policy documents, mass media, and interviews with crisis communication experts. These data are analyzed to identify effective communication strategies in a terrorism crisis situation. The findings show that communication strategies focused on delivering accurate, transparent information and providing clear guidance to the public can help reduce fear and build solidarity. Additionally, the use of narratives that emphasize values of togetherness and cooperation has also proven effective in garnering community support. The conclusion of this study is that effective crisis communication in responding to terrorism threats prioritizes clarity, accuracy of information, and the use of narratives that build solidarity. Well-planned and collaboratively executed communication strategies between the government, media, and community are key to facing communication challenges in the context of a terrorism crisis.

Understanding the associations between information sources, sociodemographics, and views on public health measures: evidence from the COVID-19 pandemic in Austria

BackgroundThroughout the COVID-19 pandemic, it was a key priority for governments globally to ensure agreement with, and subsequently adherence to, imposed public health measures, specifically non-pharmaceutical interventions (NPIs). Prior research in this regard highlighted the role of COVID-19 information sources as well as sociodemographic and other personal characteristics, however, there is only limited evidence including both. To bridge this gap, this study investigated the associations of COVID-19 information sources such as social media and participant characteristics with agreement with and adherence to NPIs during the first lockdown in Austria.MethodsAn online survey was conducted in May 2020 among adult Austrian residents asking about their experiences during the first lockdown. Collected data included sociodemographic characteristics, main COVID-19-related information sources, agreement with/adherence to three NPIs (no physical contact to family members not living in the same household, leisurely walks restricted to members of the same household, mandatory face masks) and information about perceived social support using the Multidimensional Scale of Perceived Social Support (MSPSS), anxiety/depression levels using the Hospital Anxiety and Depression Scale (HADS), whether participants felt well advised by the government, and whether participants perceived the pandemic to threaten their income. Ordered and multinomial logistic regression models were employed to achieve the research aims.ResultsThe cross-sectional sample consisted of 559 Austrian residents. Using social media as main COVID-19 information source was consistently associated with lower agreement with NPIs. A positive association with agreement with measures was found for higher educational backgrounds and higher anxiety levels. By contrast, higher levels of depression, not feeling well advised by the government, and perceiving the pandemic as an economic threat were negatively associated with agreement with measures. Moreover, the use of social media as main COVID-19 information source and not feeling well advised by the government were associated with lower adherence to NPIs. By contrast, higher levels of education were associated with higher adherence.ConclusionsThis comprehensive analysis emphasizes the associations of COVID-19 information sources as well as sociodemographic and other participant characteristics with agreement with and adherence to NPIs, bearing important implications for future public health crisis communication strategies.

Local Government Crisis Communication Strategy: Case Study of Demands for Arrears in Employee Income Additional Payments

In handling the crisis, the Regional Government of Penajam Paser Utara Regency carried out crisis identification first, carried out rapid research into the phenomena that occurred by observing the situation so that crisis management was right on target. Crisis analysis is also carried out, namely the regional government analyzes the data that has been collected to take strategic steps. The crisis communication strategies applied in this crisis case are 1) Diminish strategies, namely by means of justification and excuse strategies, 2) Rebuild strategies, namely by means of compensation, apology, and 3) Reinforcing / Bolstering strategies, namely by means of victimage. There are several factors inhibiting the implementation of crisis communication, including a lack of transparency or openness towards communication carried out by the Regional Government. Researchers recommend forming a team to handle the crisis that occurred. As well as the Regional Government to be more active in communicating or having direct contact with ASN, especially those at staff level.

CRISIS COMMUNICATIONS STRATEGIES DURING WAR

The article substantiates the relevance of the research of crisis communication strategies, outlines possible ways of their organization, which will ensure stability and successful activity in an uncertain business environment. The peculiarities of communication during a crisis have been determined. Reasoned role and functions of internal communications. An example of a communication-oriented risk management plan is given. The characteristics of corporate messengers, which are used by a large number of companies of various sizes and, especially, during remote work, are given. It has been proven that a necessary aspect of successful management during a crisis is the presence of strong and affective leadership. It was emphasized that in order to improve the internal climate and communications in the team, it is advisable to appoint a specialist responsible for team spirit, who will distribute functions so that each team member realizes himself as a part of the whole, makes his important contribution, on which the final result of the project depends. Communications in crisis situations can both warn, mobilize help, reduce negative consequences, and spread panic, strengthen myths and misinformation, and divide society for years to come. It will depend on the correctness and clarity of establishing crisis communications, the choice of specific communication technologies and the communication strategy for exiting a specific crisis. For this, the authorities must develop a plan for managing crisis communications in conditions of uncertainty. Therefore, the crisis is a complex phenomenon that contains both potential and real threats and the danger of losses, as well as new opportunities for renewal and transformation in organizations, creating new modern approaches to interaction. Martial law can affect the quality of governance due to restrictions on freedom of action and decisions, extraordinary circumstances and instability of the political and economic situation

Communication Strategy in Facing the Crisis of Regional Head Leadership in Indonesia

This study aims to: 1) determine the impact of the crisis of leadership of regional heads in Indonesia and its resolution; 2) administrative techniques in managing correspondence emergencies in Indonesia. A literature review is a method used in this study. In the era of globalization, of course, every association or organization, private and government, certainly has long-term goals to achieve through planned activities. The data used in this study are secondary data, which come from articles, theses, books, leaflets, journals, e-books, and other sources that are still related to the problems in this study. This study used qualitative descriptive analysis as a data analysis method. Communication strategies in the leadership crisis in Indonesia are carried out by 1) Prioritizing religious principles; 2) being able to lead; 3) Developing further determination; 4) Improving education standards; 5) and legal remedies in Indonesia. An important component of crisis management is the implementation of crisis communication strategies for in-depth community communication and information filtering.

Analyzing digital societal interactions and sentiment classification in Twitter (X) during critical events in Chile

This study explores the influence of social media content on societal attitudes and actions during critical events, with a special focus on occurrences in Chile, such as the COVID-19 pandemic, the 2019 protests, and the wildfires in 2017 and 2023. By leveraging a novel tweet dataset, this study introduces new metrics for assessing sentiment, inclusivity, engagement, and impact, thereby providing a comprehensive framework for analyzing social media dynamics. The methodology employed enhances sentiment classification through the use of a Deep Random Vector Functional Link (D-RVFL) neural network, which demonstrates superior performance over traditional models such as Support Vector Machines (SVM), naive Bayes, and back propagation (BP) neural networks, achieving an overall average accuracy of 78.30% (0.17). This advancement is attributed to deep learning techniques with direct input–output connections that facilitate faster and more precise sentiment classification. This analysis differentiates the roles of influencers, press radio, and television handlers during crises, revealing how various social media actors affect information dissemination and audience engagement. By dissecting online behaviors and classifying sentiments using the RVFL network, this study sheds light on the effects of the digital landscape on societal attitudes and actions during emergencies. These findings underscore the importance of understanding the nuances of social media engagement to develop more effective crisis communication strategies.

Effectiveness of Crisis Communication Strategies on Public Trust in Chad

Purpose: The aim of the study was to assess the effectiveness of crisis communication strategies on public trust in Chad. Materials and Methods: 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 study indicate that transparent and timely communication significantly influences public trust during crises. Organizations that prioritize honesty, accuracy, and empathy in their communication tend to experience higher levels of trust among the public. Furthermore, the use of multiple communication channels, such as social media, traditional media, and direct communication with stakeholders, enhances the effectiveness of crisis communication strategies. Additionally, acknowledging mistakes, providing regular updates, and demonstrating a commitment to addressing concerns are key factors that contribute to rebuilding trust in the aftermath of a crisis. Overall, these findings underscore the importance of proactive and transparent communication in maintaining and restoring public trust during challenging times. Implications to Theory, Practice and Policy: Situation crisis communication theory, coordinated management of meaning and image repair theory may be used to anchor future studies on assessing the effectiveness of crisis communication strategies on public trust in Chad. Implement tailored crisis communication approaches that are specific to different sectors or industries, considering their unique challenges and stakeholder dynamics. Advocate for the development and adoption of guidelines and standards for crisis communication practices, emphasizing the importance of timeliness, transparency, and empathetic communication.

Subjektų nuotaikų, susijusių su kuro kainų padidėjimu, analizė Indonezijos internetinėje žiniasklaidoje, naudojant „Netray“ stebėjimo įrankį

Introduction. This study aims to find the sentiment in Indonesian online news media surrounding the government’s decision to increase fuel prices on September 3rd, 2022. Additionally, this study investigates the discourses of situational crisis communication strategies (SCCT) around the critical entities in each positive and negative sentiment. Method. The researchers conduct entity sentiment analysis by collecting news data, identifying the primary entities, and analyzing the sentiment using the Netray monitoring tool. The researchers employ critical discourse analysis to find how the media portrays the SCCT strategies surrounding the key entities in positive and negative sentiment news. Analysis. The dominant strategies for positive sentiment are rebuild and bolstering strategies, whereas for negative sentiment, diminish strategies prevail. Results. At the outset, the discourses reflect the strategies positively encompassing the primary entity “price” as the representation of government policy. The subsequent discourses depict the strategies negatively, focusing on “Pertamina” as responsible for the policy’s operational aspects. Positive discourses for “Pertamina” are consistently distributed, adeptly constructing a positive image in the news. The discourses highlight the “fishermen” as a prominent group to convey both positive and negative sentiments. Conclusions. The government and PT Pertamina should monitor the narrative surrounding primary entities as it can enhance or harm their reputation.