Crisis Communication Research Articles

A cross-disciplinary review of crisis spillover research: Spillover types, risk factors, and response strategies

The spillover effect of crises has become an emerging research topic in the field of crisis communication, however to our knowledge a cross-disciplinary review of the literature on the topic has not been conducted yet. Also, the complexities associated with crisis spillover and their management call for a synthesis of existing findings which can provide future research directions. This review focuses on empirical studies about crisis spillover and incorporates articles from different disciplines examining this topic. We identified 56 articles about crisis spillover that were published in 35 different journals between 1985 and 2021, and examined the conceptualization of crisis spillover across disciplines, crisis types, industries, stakeholder groups, spillover types, risk factors, and response strategies discussed in these articles. Our suggestions for future research based on the literature review will help guide researchers to explore areas that will help us gain a better understanding of the spillover effect phenomena, and how organizations can respond to spillover crises.

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

PurposeResearch 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/approachThe 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.FindingsDrawing 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/valueThe 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

PurposeWhen 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/approachThe 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.FindingsThe 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/implicationsFurther 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 implicationsThe study offers critical information for marketers considering the use of defensive crisis communications strategies such as blame shifting.Originality/valueThe 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.

Mechanical Ventilation in Older Adults With Dementia: Opportunities to Promote Goal-Concordant Care

ContextRecent studies show increasing use of mechanical ventilation among people living with dementia. There are concerns that this trend may not be driven by patient preferences. ObjectivesTo better understand decision-making regarding mechanical ventilation in people living with dementia. MethodsThis was an electronic health record-based retrospective cohort study of older adults with dementia (n = 295) hospitalized at one of two teaching hospitals between 2015 and 2019 who were supported with mechanical ventilation (n = 191) or died without mechanical ventilation (n = 104). Multivariable logistic regression was used to examine associations between patient characteristics and mechanical ventilation use. ResultsThe median age was 78 years (IQR 71–86), 41% were female, 28% resided in a nursing home, and 58% had clinical markers of advanced dementia (dehydration, weight loss, mobility limitations, or pressure ulcers). Among patients supported with mechanical ventilation, 70% were intubated within 24 hours of presentation, including 31% intubated before hospital arrival. Younger age, higher illness acuity, and absence of a treatment-limiting Physician Orders for Life-Sustaining Treatment document were associated with mechanical ventilation use; nursing home residence and clinical markers of advanced dementia were not. Most patients (89%) had a documented goals of care discussion (GOCD) during hospitalization. ConclusionFuture efforts to promote goal-concordant care surrounding mechanical ventilation use for people living with dementia should involve identifying barriers to goal-concordant care in pre-hospital settings, assessing the timeliness of in-hospital GOCD, and developing strategies for in-the-moment crisis communication across settings.

Navigating Turbulence: Analyzing the Crisis Response of Sriwijaya Air following the SJ182 Plane Crash using Situational Crisis Communication Theory (SCCT)

Aircraft accidents show that the industry is vulnerable to crisis and capture the complexity of crisis management and communication. This study examines the crisis response strategies employed by Sriwijaya Air in the aftermath of the SJ-182 plane crash on January 9, 2021. Utilizing the Situational Crisis Communication Theory (SCCT) framework, the research categorizes and analyzes the airline's crisis communication actions based on primary and secondary strategies. The content analysis of news articles from Kompas.com, Detik.com, CNN Indonesia, and Reuters, as well as posts from Sriwijaya Air's social media accounts, reveals the implementation of excuse, compensation, partial apology, and ingratiation strategies. The findings indicate that while Sriwijaya Air avoided denial strategies, its delayed response negatively impacted public perception. The study highlights the importance of prompt and transparent communication in crisis management. It suggests areas for future research, including examining internal decision-making processes and the long-term impacts on organizational reputation and resilience.

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.

A longitudinal study of risk and protective factors for symptoms of adjustment disorder during the COVID-19 pandemic

ABSTRACT Background: The COVID-19 pandemic caused multiple stressors that may lead to symptoms of adjustment disorder. Objective: We longitudinally examined relationships between risk and protective factors, pandemic-related stressors and symptoms of adjustment disorder during the COVID-19 pandemic, as well as whether these relationships differed by the time of assessment. Method: The European Society for Traumatic Stress Studies (ESTSS) ADJUST Study included N = 15,169 participants aged 18 years and above. Participants from 11 European countries were recruited and screened three times at 6-month intervals from June 2020 to January 2022. Associations between risk and protective factors (e.g. gender), stressors (e.g. fear of infection), and symptoms of adjustment disorder (AjD, ADNM-8) and their interaction with time of assessment were examined using mixed linear regression. Results: The following predictors were significantly associated with higher AjD symptom levels: female or diverse gender; older age; pandemic-related news consumption >30 min a day; a current or previous mental health disorder; trauma exposure before or during the pandemic; a good, satisfactory or poor health status (vs. very good); burden related to governmental crisis management and communication; fear of infection; restricted social contact; work-related problems; restricted activity; and difficult housing conditions. The following predictors were associated with lower AjD levels: self-employment or retirement; working in healthcare; and face-to-face contact ≥ once a week with loved ones or friends. The effects of the following predictors on AjD symptoms differed by the time of assessment in the course of the pandemic: a current or previous mental disorder; burden related to governmental crisis management; income reduction; and a current trauma exposure. Conclusions: We identified risk factors and stressors predicting AjD symptom levels at different stages of the pandemic. For some predictors, the effects on mental health may change at different stages of a pandemic.

Images Connect Us Together: Navigating a COVID-19 Local Outbreak in China Through Social Media Images

Social media images, curated or casual, have become a crucial component of communicating situational information and emotions during health crises. Despite its prevalence and significance in informational dissemination and emotional connection, there lacks a comprehensive understanding of visual crisis communication in the aftermath of a pandemic which is characterized by uncertain local situations and emotional fatigue. To fill this gap, this work collected 345,423 crisis-related posts and 65,376 original images during the Xi'an COVID-19 local outbreak in China, and adopted a mixed-methods approach to understanding themes, goals, and strategies of crisis imagery. Image clustering captured the diversity of visual themes during the outbreak, such as text images embedding authoritative guidelines and "visual diaries" recording and sharing the quarantine life. Through text classification of the post that visuals were situated in, we found that different visual themes highly correlated with the informational and emotional goals of the post text, such as adopting text images to convey the latest policies and sharing food images to express anxiety. We further unpacked nuanced strategies of crisis image use through inductive coding, such as signifying authority and triggering empathy. We discuss the opportunities and challenges of crisis imagery and provide design implications to facilitate effective visual crisis communication.

EXAMINING CRISIS COMMUNICATION AND ONLINE ACTIVISM IN INDONESIA: A CASE STUDY ON 2022 VOTRE PEAU

This article discusses the crisis experienced by a local beauty brand, Votre Peau, in 2022, following an internal event featuring a "best dress challenge" that was heavily criticized by netizens for being perceived as disrespectful towards Islam and women. This crisis drew condemnation from netizens and sparked an online movement to boycott or cancel the brand due to consumer dissatisfaction. The research aims to examine the crisis communication strategies employed by Votre Peau in response to online activism. Qualitative data analysis is conducted through a case study utilizing concepts from digital activism and image repair theory by William L. Benoit. The analysis findings indicate that Votre Peau implemented image repair strategies by providing open clarifications and apologies on social media. Despite these efforts, disgruntled consumers feel that the approach was ineffective and continued the cancel culture movement against Votre Peau. An intriguing aspect is the slactivism paradox, which shows a decline in the trend of the boycott movement simultaneously with the decrease in its virality. This article contributes to underscores the importance of crisis communication strategies as rapid dialogue dissemination in digital media can profoundly impact the company's or brand’s reputation. Therefore, having a good crisis communication strategy is crucial for addressing various situations, especially in digital era like today.

Navigating the Storm; Effective Crisis Communication Strategies

This article explores the critical role of effective crisis communication in navigating organizational challenges. It highlights the importance of proactive planning, transparency, and empathy in mitigating the negative impact of crises and preserving stakeholder trust. The introduction emphasizes the growing interconnectedness of the world and the frequency of crises faced by organizations. These crises can significantly impact reputation, operations, and even survival. The article defines crisis communication as a public relations strategy aimed at protecting an organization during a public challenge to its reputation. Following this, the piece delves into the importance of effective crisis communication. Research indicates that poorly managed communication can escalate crises into public relations disasters. The Tylenol poisoning incident of 1982 serves as a prime example, where Johnson & Johnson's swift and transparent response helped restore public trust. Effective crisis communication strategies contribute to preserving reputation, maintaining trust, ensuring legal compliance, protecting stakeholder interests, and facilitating organizational learning and improvement. The article then outlines essential steps for navigating a crisis through communication. It emphasizes the importance of proactive planning, including identifying potential crises, establishing communication protocols, and outlining response strategies. Transparency is a crucial element, as withholding information can erode trust and fuel speculation. Additionally, empathy and acknowledging the concerns of those affected by the crisis are vital for fostering understanding and support. Furthermore, the article details the creation of a crisis communication plan. This plan should establish clear objectives and key messages, assemble a dedicated crisis communication team with diverse expertise, and allocate sufficient resources for effective communication. Moving on, the article explores specific techniques for effective crisis communication. Open and transparent communication forms the cornerstone, even amid uncertainties. It highlights the need to balance transparency with responsible communication, acknowledging limitations when necessary. Regular and consistent communication updates are crucial for building trust. Timely and accurate information dissemination is equally important. Delays can create a space for misinformation to flourish. Establishing clear communication protocols beforehand ensures a swift and coordinated response when a crisis strikes. Utilizing a multi-channel approach, encompassing press briefings, social media engagement, and website announcements, empowers organizations to effectively communicate with all stakeholders. Finally, the article emphasizes tailoring messages to different stakeholders. Employees, customers, and investors will each have distinct information needs and preferred communication styles. Addressing these variations ensures effective crisis response and fosters understanding during turbulent times.

A methodology for identifying, documenting and extrapolating potential good practices in disaster risk management

Making evidence-based decisions in Disaster Risk Management is crucial for practitioners. However, it remains unclear how to systematically identify and characterize potential good practices to build upon available experiences. This paper proposes a methodology for identifying, documenting, and extrapolating potential good practices in Disaster Risk Management from the literature with a procedure that consists of five steps. Step 1 involves defining the general premises that guide the search for good practices based on well-established literature within a specific field. Step 2 selects a suitable framework to derive requirements that must be met by the practices. In Step 3, potential good practices are identified through the collection of case studies that encapsulate them, while criteria to select case studies are defined. Step 4 utilises a template to document the practices and their context of implementation. Step 5, finally, compares the practices described in the case studies against the requirements and general premises to extrapolate, among them, those practices that are potentially good (i.e., those that can work in similar contexts). To better illustrate its applicability, the methodology was implemented in the domain of disaster risk and crisis communication. The application of this methodology enables practitioners to capture features of a good practice in a given context and assess their replicability across contexts.