Crisis Communication Research Articles

“Let’s ride this out together”: unpacking multilingual top-down and bottom-up pandemic communication evidenced in Singapore’s coronavirus-related linguistic and semiotic landscape

Abstract Access to languages is a human right and multilingual crisis communication is vital during a pandemic. Multilingual and (super)diverse Singapore features four official languages (English, Chinese, Malay, and Tamil), with English being a dominant lingua franca. Additionally, other minority/migrant languages are also spoken to varying degrees (e.g. Tagalog, Thai, Burmese, Hindi, Punjabi, and Nepali). Contributing to public health communication research, this study explores Singapore’s multilingual pandemic communication practices evidenced on its COVID-related linguistic landscape, drawing on real-world top-down and bottom-up signs (N = 128). Top-down signs in Singapore are found to mostly feature English monolingualism or the four official languages. In comparison, Singapore’s bottom-up COVID-scape manifests in more scenarios. The findings are aligned with Singapore’s linguistic policy and existing pre-COVID linguistic ecology. What is conspicuously absent is that minority/migrant languages other than the four official languages are rarely represented. Despite Singapore's relative success in the anti-Covid journey overall, this raises questions of inclusiveness and accessibility and suggests that the city state needs to get out of its linguistic “comfort zone” and use a broader range of languages in crisis communication, especially considering the possibility of disease X and other future public health contingencies. The wider significance and ramifications of the study are also explored and discussed.

Inverting social innovation to transform health system responses to climate change adaptation and mitigation in the global south

Systems thinking is aimed at understanding and solving complex problems that cut across sectors, an approach that requires accurate, timely, and multisectoral data. Citizen-driven big data can advance systems thinking, considering the widespread use of digital devices. Using digital platforms, data from these devices can transform health systems to predict and prevent global health crises and respond rapidly to emerging crises by providing citizens with real-time support. For example, citizens can obtain real-time support to help with public health risks via a digital app, which can predict evolving risks. These big data can be aggregated and visualized on digital dashboards, which can provide decision-makers with advanced data analytics to facilitate jurisdiction-level rapid responses to evolving climate change impacts (e.g., direct public health crisis communication). In the context of climate change, digital platforms can strengthen rapid responses by integrating information across systems (e.g., food, health, and social services) via citizen big data. More importantly, these big data can be used for rapid decision-making,a paradigm-changing approach that can invert social innovation, which we define as co-conceptualizing societal solutions with vulnerable communities to improve economic development with a focus on community wellbeing. However, to foster equitable and inclusive digital partnerships that invert social innovation, it is critical to avoid top-down approaches that sometimes result when researchers in the Global North and South collaborate. Equitable Global South–North partnerships can be built by combining digital citizen science and community-based participatory research to ethically leverage citizen-driven big data for rapid responses across international jurisdictions.

The State of Crisis Communication in Contemporary Nonprofit Literature

ABSTRACT Emergency and disaster management and public relations literature both apply crisis communication strategies and theories, although the nonprofit sector is rarely examined. To deliver services effectively and disseminate critical information, nonprofit leaders must adapt to various contexts while also considering their reputation following crises. In addition to providing a theoretical framework for crisis communication in the nonprofit context, this study systematically examines recent literature on nonprofit crisis communication. The study reveals a set of crucial insights from nonprofit crisis communication literature, particularly surrounding four themes: 1) crisis sensemaking and crisis understanding; 2) nonprofit leadership and governance; 3) nonprofit structure; and 4) communication tools and networks. The findings open up a wide range of possibilities for further investigation into the dissemination of nonprofit crises, particularly empirical work utilizing longitudinal analysis. The findings provide applications for nonprofit leaders for becoming more aware of their crisis communication tactics.

Making Sense of COVID 19: Varied Approaches to Internal Crisis Communication in Kuwait

Two-way communication and transparency are two elements of the strategic approach to internal communications. This study examined the relationship between these elements and their influence on employees’ sense-making and sense-giving in Kuwait during the COVID 19 pandemic. The research used a mixed-method approach incorporating interviews, survey data, and a review of organizational communications. The sample included six Kuwaiti organizations representing the private, government, and nonprofit sectors. The statistical software package SPSS was used to calculate ratios and rates, confidence intervals, tests of statistical difference (Kruskal–Wallis and Mann–Whitney tests), the Pearson correlation coefficient, and multiple linear regressions. The study found a positive association between the strategic approaches of two-way communication and transparency and employees’ sense-making and sense-giving behaviors. Gender, nationality, and years of employment also influenced communication and transparency. To the authors’ knowledge, this is the first study of internal crisis communication in a Kuwaiti context. This study’s findings shed light on the importance of employees’ internal communications as organizations address and engage during a crisis.   Received: 12 January 2024 / Accepted: xx April 2024 / Published: 5 May 2024

Editorial: Special issue on the spillover effect of crises

This special issue contains ten articles covering a wide range of topics that examine crisis contagion, showcasing the diverse approaches and methodologies employed in understanding this critical aspect of Crisis Communication. The articles in this special issue represent a wealth of knowledge in an under-researched area of Crisis Communication, highlighting both the complexity and the importance of mitigating crisis spillover risks. By bringing together these varied perspectives, this special issue not only enriches the academic discourse but also offers practical insights for practitioners. We believe that this collection of articles will serve as a cornerstone for future research, encouraging scholars to explore and address the gaps in our understanding of crisis contagion. Through this special issue, we aim to spark a broader conversation about the strategies that organizations can employ to navigate the turbulent waters of crisis communication more effectively, thereby contributing to the resilience and sustainability of organizations in the face of crisis spillover risks.

Crisis communication strategies: A qualitative study about a natural medicine controversy in Colombia

This study examines how businesses respond to reputational damage caused by reputation crises. Drawing on the qualitative analysis of a Colombian natural medicine company facing a disruptive event that threatened its flagship product and business, the case study explores the company’s response to media suspicions of tampering with a phytotherapeutic product. The findings reveal significant inconsistencies in the firm’s organizational responses and their repercussions on stakeholders and the industry. This study sheds light on the strategic use of responses detached from reality in crisis scenarios to protect reputation. In addition, the study highlights that the analyzed company deviated from established crisis management strategies outlined in theory. The company did not implement the ‘steal the thunder’ approach, as it failed to proactively disclose the crisis. Moreover, the company prioritized instrumental responses over normative or ethical considerations. The analysis of the identified deviations from established crisis management principles further emphasizes the importance of the work’s findings and their theoretical and practical implications for developing more effective crisis communication strategies grounded in truth-seeking.

Community relations under pressure: Local residents’ perceptions of corporate crisis communication

ABSTRACT High-risk organizations, such as chemical companies, are urged to engage in long-term, dialogic community relations with local residents. Community engagement can establish organizational legitimacy and help to address local concerns. However, stakeholders may be skeptical toward communication efforts made by high-risk organizations, especially during crisis situations. This qualitative study explores whether two Belgian communities are skeptical of the communication efforts made by chemical companies regarding pollution crises, what motives they attribute to the crisis communication, and which communication characteristics shape those attributions. In-depth interviews with 47 local community members reveal that the crisis communication efforts were considered self-serving and attributed to corporate concerns over (a) legitimacy, (b) financial consequences and (c) legal liability. Interviewees believed that these self-serving motives took precedence over public interests. This study also describes communication cues that triggered or strengthened suspicions. Practical recommendations are proposed for chemical companies to improve relationships with local communities.

CrisisTransformers: Pre-trained language models and sentence encoders for crisis-related social media texts

Social media platforms play an essential role in crisis communication, but analyzing crisis-related social media texts is challenging due to their informal nature. Transformer-based pre-trained models like BERT and RoBERTa have shown success in various NLP tasks, but they are not tailored for crisis-related texts. Furthermore, general-purpose sentence encoders are used to generate sentence embeddings, regardless of the textual complexities in crisis-related texts. Advances in applications like text classification, semantic search, and clustering contribute to the effective processing of crisis-related texts, which is essential for emergency responders to gain a comprehensive view of a crisis event, whether historical or real-time. To address these gaps in crisis informatics literature, this study introduces CrisisTransformers, an ensemble of pre-trained language models and sentence encoders trained on an extensive corpus of over 15 billion word tokens from tweets associated with more than 30 crisis events, including disease outbreaks, natural disasters, conflicts, and other critical incidents. We evaluate existing models and CrisisTransformers on 18 crisis-specific public datasets. Our pre-trained models outperform strong baselines across all datasets in classification tasks, and our best-performing sentence encoder improves the state-of-the-art by 17.43% in sentence encoding tasks. Additionally, we investigate the impact of model initialization on convergence and evaluate the significance of domain-specific models in generating semantically meaningful sentence embeddings. The models are publicly available at: https://huggingface.co/crisistransformers.

Leaders’ knowledge systems in strategizing communication in high-uncertain and low-uncertain crises: balancing operational and relational outcomes

Purpose Research on leaders’ knowledge management systems focuses exclusively on how leaders gather and disseminate knowledge in collaboration with external actors. Not much is known about how leaders address the psychological aspects of employees and strategize internal communication. In addition, while previous work has treated high uncertainty as a default feature of crisis, this study aims to propose that perceived uncertainty varies in experience/meaning and has a crucial bearing on the relative balance of cognitive/emotional load on the leader and behavioral/psychological responses. Design/methodology/approach The authors contribute by qualitatively examining the role of leader knowledge systems in designing communication strategies in the context of the COVID-19 crisis by investigating communication characteristics, style, modes and the relatively unaddressed role of compassion/persuasion. In this pursuit, the authors interviewed 21 C-suite leaders, including chief executive officers, chief marketing officers, chief financial officers, chief human resource officers and founders, and analyzed their data using open, axial and selective coding, which were later extracted for representative themes and overarching dimensions. Findings Drawing from grounded theory research, the authors present a framework of knowledge systems and their resultant communication with employees in high uncertain and low uncertain crises. The authors highlight interactions of a set of concepts – leaders’ preparedness, leaders’ support to employees tailored communication adapted to perceived uncertainty, leading to enhanced trust – in the achievement of outcomes related to balancing operational and relational systems with employees. The findings suggest that a structured process of communication helps employees mitigate any concern related to uncertainty and feel confident in their leadership. Originality/value The research has implications for leaders in managing their knowledge systems, for human esources practitioners in designing effective internal communication programs, as well as for scholars in knowledge management, communication and leadership.

Media Framing of Government Crisis Communication During Covid-19

During the early phase of the Covid-19 crisis, televised speeches and press conferences were one of the preferred means of government communication. They emphasized the urgency and severity of the situation and allowed actors to lead news coverage. While in the immediate phase of the crisis these press conferences were also directed at the general public, their original function was, of course, to inform and influence media coverage. The article investigates how government press conferences were received in newspapers in the first phase of Covid-19, answering two research questions: Did a rally-around-the-flag effect occur among journalists during Covid-19? And how did government press conferences influence salience and sentiment in newspaper opinion pieces? To answer these questions, I draw on a unique dataset, including transcripts of all Covid-19 press conferences in five European countries between January and July 2020, as well as opinion pieces from tabloid and broadsheet newspapers. Based on a mix of automated and manual content analysis, the results reveal how factors such as country context, newspaper type, and the progress of a pandemic can influence how the government agenda is reflected in the media in times of crisis.

PUBLIC RELATIONS ACTIVITIES AS A MANAGEMENT FUNCTION IN DECISION MAKING IN THE BUREAU OF PUBLIC RELATIONS AND PROTOCOL REGIONAL SECRETARIAT OF BANTEN PROVINCE

The Public Relations and Protocol Bureau is an important unit in an organization that has a strategic role in supporting organizational performance. This research aims to analyze the strategic role of the Public Relations and Protocol Bureau. This research uses a case study method by collecting data through interviews, observation, and documentation. The results showed that the Public Relations and Protocol Bureau has an important role in supporting organizational performance through: Building and maintaining good relationships with internal and external publics. Disseminating information and publications about the organization Managing the organization's image and reputation Handling communication crises Planning and organizing official organizational events Welcoming and accompanying VIP guests Organizing procedures and protocol in official events Providing services and hospitality to guests. Decision-making is an important process in management that determines the direction and success of the organization. The success of decision-making is greatly influenced by the effective application of management functions.

Social-media-based crisis communication: Assessing the engagement of local agencies in Twitter during Hurricane Irma

As social media platforms have become vital means of communication, it has become imperative for emergency managers and policy makers to understand how people are interacting with different agencies on these platforms for enhancing community response coordination during disasters. Although many public agencies have already adopted social media platforms for crisis communication purposes, empirical evidence on whether and how these agencies are effectively engaged on these platforms is lacking. This research aims to examine crisis communication activities of a variety of agencies in Twitter (now X) in response to Hurricane Irma in 2017. The study analyzed 13,353 hurricane-related tweets posted by the local agencies from eight counties in East Central Florida as well as federal and state agencies and other nonprofit and private organizations during the hurricane response period. An engagement metric was applied on these tweets to determine which agencies were most active in disseminating information during Hurricane Irma. The results revealed the most engaged local agencies in Twitter during Hurricane Irma for crisis communication and the Emergency Support Functions (ESFs) associated with them in coordinating disaster response activities. The study further investigated Twitter profiles and relevant attributes of these actively engaged agencies, and the contents of the hurricane-related tweets during Hurricane Irma. The study found that local agencies remain active and engaged in Twitter during a disaster compared to other levels of agencies. The ESF representing communication (ESF #2) was one of the most frequent ESFs associated with these active agencies; however, ESF #6 (Mass Care and Sheltering) was also found to be highly utilized. The results also provided insights on crisis communication performance of these agencies in terms of the three dimensions of social media engagement including popularity, commitment, and virality, which are correlated to the counts of like, reply, and retweet of each post, respectively. The study includes recommendations to local government and partner organizations and emergency managers to improve crisis communication in social media and suggests future research directions.

Who can afford to blame? Sender effects in blame-shifting crisis communications

Purpose When companies face a crisis, they sometimes deliver blame-shifting communications, trying to shift blame onto another actor to protect their reputation. While previous research has considered how different features of the message affect its persuasiveness, little is known about whether specific senders can blame more effectively. This paper aims to contribute to research in this domain through an investigation of the sender’s social perception as a critical moderator to the persuasiveness of blame shifting. Design/methodology/approach The authors conduct four between-subjects scenario experiments to test the research hypotheses. In each experiment, participants are presented with a realistic crisis scenario and the crisis communications delivered by the company. The authors assess the extent to which perceptions of the sender influence the message’s ability to reduce negative word-of-mouth intentions and to increase purchase intentions. Findings The authors show that blame shifting is more likely to be effective when deployed by senders that are small (Study 1) or have a positive CSR track record (Study 2). Furthermore, The authors find that even large senders can successfully deploy blame shifting if they can benefit from being known for their CSR programs (Study 3). Finally, the authors show that the effect of blame shifting depends on the receiver’s level of concern about the crisis: stakeholders significantly concerned by the crisis reject blame-shifting communications (Study 4). Research limitations/implications Further research should examine the impact of information about brand competence on blame-shifting effectiveness. Further research is also needed to explore sender effects for other defensive crisis communication strategies such as denial or the use of excuses or justifications. Practical implications The study offers critical information for marketers considering the use of defensive crisis communications strategies such as blame shifting. Originality/value The study extends the understanding of how sender effects influence blame-shifting communications. The analysis allows us to clarify why this strategy is effective for certain senders and certain receivers while, for others, it tends to backfire. Blame shifting backfires for large senders unless they can boast a strong CSR record.

Impact of public health communication for prevention and personal resilience at the time of crisis. A pilot study with psychophysiological and self-report measures.

Health communication promotes public and individual health. Psychophysiological indices can unveil the unconscious emotional variables that influence audience's representations of these communications. This study explored emotional and cognitive responses to health communications using implicit (psychophysiological) and explicit (self-report) measurements. Twelve communications (health prevention, personal health, public health, Covid-19) were shown to N = 19 participants, while psychophysiological (i.e. Heart Rate and Heart Rate Variability (HRV), skin conductance level and response (SCL and SCR)) and self-report (Semantic Differential and Self-Assessment Mannikin (SAM)) data were collected. Higher arousal and physiological engagement (SCL) were observed for health prevention, public and personal health communications. Lower HRV values were found for health prevention compared to crisis communication (Covid-19 stimuli), suggesting higher emotional reactions and concern for the first topic. Self-report results confirmed psychophysiological findings. Overall, using public health communication activates objective indicators about emotional reactions that have important implications for the effectiveness of the communication itself.

Social Media in Crisis Communication: A Case Analysis of the 2023 Kahramanmaraş Earthquakes

This study examines the role of Twitter/X, a news platform, in crisis communication. The aim of the study is to contribute to the literature on crisis communication by understanding the importance, effectiveness, and applicability of social media. For this purpose, a qualitative research was conducted to determine how X was used as a communication tool during crises, specifically focusing on a case analysis of the Kahramanmaraş earthquakes. Within the scope of the research, 182 tweets shared between February 6th and 13th, 2023, from the official X account of the Disaster and Emergency Management Presidency (AFAD), were examined. Content analysis method was employed to analyze the tweets, focusing on content, frequency of sharing, and interaction rate. The research findings indicate that AFAD's tweets were categorized into four main themes: "information on processes, support services, announcements, and disinformation and communication." The findings suggest that the posts were predominantly made during the initial period of the crisis characterized by high uncertainty, with the most shared content focusing on search and rescue operations. Another research objective was to determine the interaction rate of AFAD's crisis communication messages. Accordingly, it is noteworthy that the theme with the least frequency of sharing, "disinformation and communication," received the highest interaction from users. The findings of this study, which focuses on the transformative power of social media in crisis communication, confirm that the need for reliable communication channels and verified information/sources increases during crises, and it confirms the significant role of institutional social media accounts in combating disinformation.

Indonesian Presidential Statements on Crisis and Risk Communication During the Third Wave of COVID-19 Pandemic:A Discourse Analysis

Indonesian Presidential Statements on Crisis and Risk Communication During the Third Wave of COVID-19 Pandemic:A Discourse Analysis

Navigating the COVID-19 Crisis: Higher Education Institutions and the Three Shades of Social Media Communication

This study analyzed the social media communication of six higher education institutions (HEIs) in Poland during the COVID-19 pandemic within the context of university social responsibility (USR). The study used a mixed-method approach, conducting both quantitative and qualitative analyses of 5547 social media posts published by HEIs on their official Facebook, Instagram, Twitter, and YouTube accounts. The analysis identified three rhetorical strategies that were used by HEIs during the pandemic: Business as Usual, We are Great!, and We are Together. The study found that when compared to posts not related to COVID-19, the posts concerning the pandemic achieved higher interaction and broader reach on social media platforms. Facebook and Twitter emerged as the most frequently utilized platforms for crisis communication. This study thus underscores the role of social media as a vital tool for HEIs to use to fulfill their USR by actively engaging with stakeholders and fostering community solidarity and education during crises. The findings also advocate for using HEIs to harness social media not merely for information dissemination, but also as a platform for active stakeholder engagement and community support, both integral to their social responsibilities during challenging times.

Effective communication in a crisis requires advance planning

CLEARWATER BEACH, Fla. — From cybercrime, on‐campus violence, student deaths, and natural disasters to academic scandals and faculty/staff misconduct, there's no shortage of potential crises that can hit college campuses. In the midst of a crisis, higher education administrators often find themselves unprepared to manage communications effectively, which only exacerbates the problem, according to James Haggerty, J.D., CEO of PRCG/Haggerty LLC, a strategic crisis communications firm. He spoke at Stetson University's Annual National Conference on Higher Education Law and Policy.

Who has dominated information spreading on social media during the early stage of COVID-19 pandemic in China? A temporal network analysis

In times of crisis, social media emerges as a pivotal channel for government-public communication. This study delves into the dynamics of a temporal weighted network on Weibo, analyzing 39,567,227 reposted data points related to the COVID-19 pandemic, specifically during its critical early stage. We examine the information dissemination roles of eight distinct user types: state-run news media, non-state-run news media, influential we media, normal we media, celebrities, organizations, governmental departments, and normal users. This is achieved through the application of three centrality metrics: temporal weighted degree centrality (TWDC), temporal weighted closeness centrality (TWCC), and temporal weighted betweenness centrality (TWBC), focusing on three cases (Top 10, Top 20, and Top 50) based on ranking results. Our findings reveal that while state-run news media were prolific in information publishing, their roles as central and mediator agents in information spreading were comparatively weaker than those of non-state-run news media and we media, especially influential we media. This pattern underscores potential risks in false information propagation and highlights gaps in the government's information dissemination strategy during the early stages of the pandemic. The study offers targeted theoretical and practical implications, suggesting how governments might more effectively leverage social media for crisis communication, thereby enhancing their role in combating misinformation and guiding public perception. These insights are crucial for framing more responsive and adaptive communication strategies in the initial phases of a crisis, providing a global blueprint for effective information management in public health emergencies.

‘We’re in this together’ – COVID-19 statements by Boris Johnson: A discourse analysis

This article presents a discursive analysis of crisis communication strategies employed by British Prime Minister Boris Johnson during the first 2 years of the COVID-19 pandemic. Utilising critical discourse analysis, the study examined official communications from March 2020 to January 2022. While Johnson's communication style encompassed empathy, assertiveness, and a focus on vaccination efforts, enhancing specificity, transparency, addressing potential inequalities, as well as prioritising community building, could have heightened the impact of his messages during the COVID-19 pandemic. By examining Boris Johnson's speeches as a case study, the research adds depth to the discourse on effective communication strategies employed by world leaders. The findings underscore the significance of clarity, adaptability, empathy, and reliance on scientific evidence in navigating the complexities of crisis communication.