Crisis Communication Management Research Articles

Upravljanje komunikacijama u kriznim situacijama u preduzećima tekstilne i odevne industrije

Numerous branches of industry, involving the textile and clothing sector, are subjected to various negative trends of the COVID-19 pandemic period and other crises. Crisis management in a systematic manner within a company represents one of the possible replies aiming at reducing the adverse effects of these events. The analysis of companies' experiences in encountering such an unwanted event shows that good communication facilitates crisis management. The main goal of this paper is to consider the role of public relations in the crisis management. The first part of this paper considers different forms of crisis that every production company has to take into account. The middle part of the paper focuses on the crisis management process, and, also, analyzes possible communication strategies. In the final part of the paper, attention is paid to the recent experiences in terms of crisis communication management in well-known companies.

Role of Social Media in Shaping Public Risk Perception during COVID-19 Pandemic: A Theoretical Review

Various national and global media outlets have daily reports and updates concerning the Coronavirus pandemic, reporting on the number of infected, quarantined, hospitalized and deaths, as well as new policy measures and restrictions introduced and implemented. While traditional media still plays a significant role in shaping risk perception, social media can be considered even more influential. The aim of the paper is to reflect on the impact of social media exposure during COVID-19 on perceived threat and efficacy by the implementation of PMT theory through EPPM model. We point to the interaction between the EPPM model and SDT (self-determination) theory in ‘Stay at home’ behaviour. The paper ponders on the usefulness of social media in achieving better preventive results among people. Social media platforms’ immense potential in forming peoples’ opinions and risk perceptions calls for crisis communication management on the part of governments, Security and Reconnaissance staff, and policymakers. Joining forces with leading scientists from various domains, such as epidemiology, governance, economy, and psychology, should create strong, potent and persuasive content tailored to fit the social media format and healthcare protection campaigns. The news should deliver the message clearly and reliably, following the suggestions of the EPPM model standard. In the instance of the ‘Stay at home’ campaign that promotes abiding with social distancing recommendations, experts should combine appropriate images, data and information according to fear-driving model, and provide reliable guidelines concerning protective measures citizens can take to ensure safety. Apart from freight inciting strategy, propaganda should focus on educating and emphasizing the effectiveness of complying with the norm.

Model of Crisis Communication Management in the Perspective of Situational Crisis Communication Theory at the Transportation Ministry

Rapid disaster response is necessary since it involves various stakeholders in disaster. However, rapid response is difficult to implement due to structural constraints and organizational hierarchy. This research aims to reveal structural constraints to crisis communication management in the internal organization of the Transportation Ministry. Situational Crisis Communication Theory (SCCT) approaches offer a framework to understand management in general in responding to crisis situation. This research uses a qualitative method with case study approaches. The results of this research show that in the pre-crisis phase the organization serves as media for sections at the Transportation Ministry to interact in monitoring potential crisis. In the crisis and post-crisis response phases, the establishment of an Ad Hoc Crisis Communication Team (TKK) has changed the organization from being under stringent hierarchic structure to being more flexible and responsive in crisis response. This research gives contributions to more dynamic crisis communication management, recommends the formulation of Standard Operating Procedure (SOP) in crisis communication management, starting from pre-crisis, crisis to post-crisis response phases, and gives guidance to government and non-government organizations in crisis communication management.

Hashtag Construction as Product of Symbolic Convergence: Berger and Luckmann’s Approach

Social media refers to technology in which organizations and individuals interact with their audiences. Organizations and individuals interact through messages that each can produce. On the Twitter platform, conversation occurs through its special characteristic, namely the hashtag symbol. This interaction is interestingly analyzed through Berger and Luckmann's view that interpersonal social interaction is a social construction of reality. A view through this objective, symbolic, and subjective reality can then be a way for public relations to overcome the initial stage of a crisis. This research aimed to explore symbolic convergence process on Twitter hashtags in the construction of the reality of Berger and Luckmann as a mechanism for crisis communication management. This research used a constructivist paradigm with a netnographic method. The interactions observed at #BUMNdukungUMKM on August 16, 2020, were then analyzed with the Berger and Luckmann social constructionist approach. The results of this research are able to answer the research objectives where symbolic convergence is a process in social construction of reality. Hashtags are dynamic processes that can lead to social discourses. Hashtag construction is product of symbolic convergence on social media as a mechanism for crisis management.

Gestión de la comunicación interna y externa en instituciones hospitalarias privadas en España durante la crisis del COVID-19.

Este trabajo analiza las estrategias comunicativas que han empleado las instituciones hospitalarias privadas en España durante la crisis del COVID-19, así como las herramientas que han aplicado para alcanzar a sus públicos internos y externos. Mediante un cuestionario compuesto por 52 preguntas se han recabado datos de 13 de los mejores hospitales según el ranking Merco 2020. Los resultados muestran que la composición de los departamentos de Comunicación es variada y que pertenecen a distintas áreas dentro de las instituciones. Las herramientas empleadas habitualmente tanto en comunicación interna como externa se han visto ampliadas para hacer frente a la pandemia y se han creado nuevos contenidos adaptados a los diferentes públicos con el objetivo de mantenerse como fuente fiable de información sobre la enfermedad y retener la confianza tanto de empleados como de pacientes. Las conclusiones indican que la crisis sanitaria ha transformado las rutinas de trabajo de los departamentos de comunicación interna y externa y que les ha servido para ganar agilidad, inmediatez y capacidad de reacción. La gestión estratégica de la comunicación de crisis ha sido fundamental en el ámbito hospitalario privado para afrontar con éxito la pandemia y lo será en el futuro para abordar los retos que traiga consigo la Nueva Normalidad.

Active listening in the management of crisis communication: Case study of the 2017 terrorist attack in Barcelona

This article analyses the use of social networks as a public relations strategy within the framework of a crisis communication strategy deployed following a terrorist attack. More specifically, the Twitter account of the Police of Catalonia (@mossos) is analysed in view of the attacks that took place in Barcelona and Cambrils in August 2017. Methodologically, content analysis of the Catalan police’s Twitter account is performed through the collection and subsequent analysis of messages issued in the 10-day period following the first attack. Additionally, and as a result of this research, semi-structured interviews were conducted with eight experts in crisis communication, with the aim of determining, within the framework of this case study, the functions and uses of social networks in the context of crises caused by terrorist attacks. The results show how, in a context of crisis communication, the messages posted by the Mossos d’Esquadra’s Twitter account transcend mere service information to become an asset of public relations, engagement and constant interaction and mutual collaboration and dialogue between the Catalan police and the population that it administers. As a whole, this has an impact on the improvement of the image and reputation of the Catalan police among its fellow citizens.

Attitude as Situational Motivation of Communicative Actions : Navigating U.S.- China Trade Dispute through Situational Theory of Problem Solving

This study confirms and extends Situational Theory of Problem Solving (STOPS) by examining it in the context of the U.S.-China trade dispute. Using Chinese national survey data (N = 935), this study reveals that the attitude towards China’s stand on the trade dispute as a significant negative mediator between antecedent perceptual variables and multiple communicative actions: online information seeking, online information permitting, and information sharing. This study provides empirical proof of STOPS from a different cultural setting other than the U.S. It not only confirms the theoretical structure of the novel variables developed through STOPS, but also advances the theory by testing the communicative actions in the online realm as dependent variables. Practical implications on crisis communication and political public information management were also discussed.

Public leadership in times of crisis: Lessons to learn from a crisis communication point of view

Courses Public Relations, Public Administration, Crisis Communication, and Crisis Management. Objective Students explore crisis communication in a public setting, where public leaders are supposed to communicate the impact of a crisis to citizens, the media, and other stakeholders.

Crisis, Communication, and Canadian Hospitals: An Analysis and Evaluation of Risk Preparedness and Crisis Communication Efforts of Ontario Hospitals

Background While hospitals are complex and unique organizations, they are not often the subjects of crisis communication research. Analysis Through an analysis of each stage of the crisis communication process (preparedness, execution, and post-crisis), this study seeks to analyze and evaluate the crisis response of Canadian hospitals from a strategic communication perspective. Conclusions and implications This study reflects the findings of similar research in the field, confirming that hospitals in Ontario are indeed more prepared to face issues and crises that they have faced in the past. This study also demonstrates how integration between crisis communication and operational crisis management helps to foster a robust crisis preparedness strategy and a unified crisis response.

The coronavirus crisis—crisis communication, meaning-making, and reputation management

This article addresses the Norwegian government’s meaning-making, crises communication and reputation management during the Corona pandemic crisis. It argues that reputation management can be seen as a combination of governance capacity and legitimacy reflected in a well performing crisis communication and meaning-making. Under the slogan “working together” the government emphasized the need for a supportive and cohesive culture in order to to balance efforts at increasing governance capacity as well as governance legitimacy, through shaping a common understanding and broad consensus on what the crisis was about and what needed to be done to deal with it. A main lesson learned from the Norwegian case is that the effectiveness of the government in controlling the pandemic was enhanced by successful meaning-making and communication with the public, and to the high level of citizens’ trust in government.

Improving crisis-response simulations: Using local context and incorporating crisis-response professionals

Courses: Crisis Communication, Crisis and Issue Management, Writing for Public Relations, Public Relations Capstone. Objective: This unit activity refines traditional simulation activities used in crisis communication education. By partnering with crisis management professionals and developing localized, multi-stage scenarios grounded in the university context, students learn to 1) create a single communication voice; 2) curb social media rumors; and 3) leverage the symbiotic partnership between the press and PR during times of crisis.

Explicating the social constructionist perspective on crisis communication and crisis management research: a review of communication and business journals

ABSTRACT There is a growing body of literature concerning the social construction of crisis. This study aimed to clarify inconsistencies regarding the social constructionist perspective by examining how the key terms of social constructionism are applied in crisis communication and crisis management studies. Through an analysis of 65 scholarly works in both communication and business journals, this study proposes a four-dimensional model of social constructionist crisis research (SCCR): (1) cause – the objective facticity and subjective meaning of crisis; (2) text – a constitutive view of language; (3) meaning – multiple actors and multiple realities; and (4) context – societal context awareness. Next, three approaches to SCCR are identified: a terminological approach, a framing approach, and a complexity-based approach. Lastly, the implications of social constructionism for theory and methodology development in crisis communication are discussed.

Seeking for solutions to improve public trust in police crisis management communication

Seeking for solutions to improve public trust in police crisis management communication

Beating the virus: an examination of the crisis communication approach taken by New Zealand Prime Minister Jacinda Ardern during the Covid-19 pandemic

ABSTRACT The Covid-19 pandemic has severely tested the leadership and communication abilities of political leaders globally. Guiding an effective response to the global pandemic has required leaders to demonstrate not only effective planning and coordination skills, but the ability to communicate clear consistent messages in an empathetic manner as well. In New Zealand the first confirmed case of Covid-19 was recorded on February 28 and over the course of March and April 2020, 1,132 further cases of Covid-19 were confirmed and 19 deaths – a much lower transmission rate than most industrialized nations. On 27 April 2020, New Zealand Prime Minister Jacinda Ardern announced that they had won the battle against community transmission of Covid-19. This paper analyses the speeches and public statements (n = 40) made by Prime Minister Ardern in March and April 2020 through the lens of crisis leadership and crisis communication. In particular, it looks at the use of different mediums (parliamentary statements, daily briefings, Facebook Live broadcasts and podcasts) as mechanisms for engaging in narrative and dialogue with the public. The paper underscores the importance of communication in crisis management and looks at how positive and consistent messaging inspires confidence and social solidarity.

تطور دراسات إدارة اتصالات الأزمة تحليل من المستوى الثاني للبحوث المنشورة خلال الفترة من عام 2010 إلى عام 2019 The Development of Studies in Crisis Communication Management Second Level Analysis of Published Researches During the Period from 2005 to 2019

باتت الأزمات أحد التحديات الحتمية التي يمکن تواجه أي منظمة، وأصبح نجاحها في تجاوزها مرتبط بکفاءة وفاعلية استجابتها الاتصالية، التي يمکن أن تساهم في تحويل التهديدات الناجمة عن تلک الأزمات إلى فرص لتأکيد سمعة المنظمة وزيادة مصداقيتها وبالتالي الخروج بمکاسب مادية ومعنوية. فلا شک أن قدرة المنظمة على اختيار الاستراتيجيات الاتصالية المناسبة للتعامل مع الأزمات التي تواجهها هو مفتاح نجاحها لتجاوز الأزمة وإنقاذ سمعتها ووجودها. وقد تزايدت هذه الأهمية في ظل تطور تکنولوجيا الاتصالات الرقمية، وظهور وسائل الإعلام الاجتماعي إلى أدت إلى تغيير بيئة اتصالات الأزمة، فخصائص هذه الوسائل قدمت نمطا جديدا للاتصال أوقات الأزمات. وفي هذا السياق زاد اهتمام الباحثين في السنوات الأخيرة بدراسة اتصالات الأزمة على المستوى النظري والتطبيقي ومدى فاعليتها في احتواء الموقف وإنقاذ وتحسين سمعة المنظمة.تتناول هذه الدراسة بالتحليل نماذج من البحوث العربية والأجنبية في مجال إدارة اتصالات الأزمات والکوارث، وذلک بهدف رصد التطورات العلمية والنتائج القيمة في هذا المجال، والتعرف على المناهج والأطر النظرية والمعرفية التي تم الاعتماد عليها، في محاولة لتقديم إضافة علمية ورؤية مستقبلية لتطوير البحوث في هذا المجال.وتنتمي هذه الدراسة من حيث المنهج إلى دراسات تحليل المستوى الثاني Meta-Analysis، وهو أسلوب يعتمد على المراجعة المنهجية التحليلية للدراسات والبحوث التي يتم نشرها في مجال معين وعلى مدى فترة زمنية ممتدة ومن مجموعة متنوعة من المصادر. وتم تطبيق هذه الدراسة على عينة عمدية من البحوث العربية والأجنبية التي تناولت إدارة اتصالات الأزمات والکوارث في الفترة ما بين عام 2005 إلى عام 2019، وتضمنت العينة (125) بحثا.وقد اقترحت الباحثة رؤية لتطوير البحوث العربية في هذا المجال على مستوى أجندة القضايا البحثية، الأطر النظرية، والمناهج والأدوات البحثية. The importance of crisis communications has grown because of the development of digital communications technology, and the emergence of social media, which has changed the communication environment of the crisis. In this context, researchers’ interest in studying crisis communications at the theoretical and practical levels has increased in recent years, to recognize its effectiveness in containing the situation and saving the reputation of the organization.The aim of this study was to analyze samples of Arab and foreign studies in the field of Crisis Communication Management, in order to monitor the scientific developments and valuable results in this field and to identify the theoretical and cognitive frameworks that have relied upon. In attempt, to introduce a scientific addition and a vision for the future development in this area of research.This study belongs to the studies of the second-level meta-analysis, a method that relies on the analytical review of the studies and researches published in a given area over an extended period of time and from a variety of sources. This study was applied to a sample of Arab and foreign researches about crisis communication management between 2005 and 2019. The sample included (125) researches.The researcher suggested a future vision to develop research in this field at the level of the agenda of research issues, theoretical frameworks, and research methodologies.

外見リスクマネジメント学習プログラムについて ～クライシスコミュニケーション、印象管理として～

外見リスクマネジメント学習プログラムについて ～クライシスコミュニケーション、印象管理として～

Strategi Tata Kelola Komunikasi Krisis Humas Pemerintahan Kabupaten Kuningan Jawa Barat dalam Menghadapi Krisis

Crisis is something that can suddenly unnoticed. A Public Relations is required to be able to control that impact. Every Public Relations should make a plan in handling crisis, the planning referred as Crisis Management. Kuningan District Government has a planning strategy in handling the crisis. The problem of e-ID card is an external crisis that occurred in Kuningan. This research uses descriptive qualitative research method in order to give description about Crisis Communication Management conducted by Public Relations of Regional Government of Kuningan Regency in handling e-KTP crisis that happened in Kuningan. There are three stages in handling the crisis that is with pre-crisis planning, during crisis and post crisis. The result of this research is communications crisis management activities conducted by the Regional Government of Kuningan Regency has gone through three stages. The first stage is pre crisis, the existence of planning on what to do if the crisis occurs. Local Government of Kuningan Regency in handling e-KTP crisis, they are quick response in handling crisis and also transparent to society. The last thing done after the crisis is by providing guidance and input to the Ahmadiyah community and related Islamic organizations.

Crisis Management Communications For Popular Culture Events

Based on the conceptualization of the existing literature, the aim of this article is to discuss the risk and crisis communication aspects in tourism with reference to popular culture events. It focuses on (1) the influence of potential crises in popular culture events on destination image and branding, (2) the crisis marketing aspects that need to be considered from the event organizers and destination marketing organization (DMO) authorities, and (3) the communications' reaction of stakeholders in respective crises. From a theoretical perspective, its contribution deals with the provision of an understanding in terms of marketing communications in popular culture events when facing crises. Managerially, this article contributes through the formulation of essential tools for crisis communications in the respective events, including both external and internal marketing strategies.

Prioritizing relationships: The investment model and relationship maintenance strategies in organizational crises

Crisis communication and crisis management are dominated by research in image repair and restoration, but much has to be done to address the lack of research that engages relational perspectives in these fields. Adopting the investment model (Rusbult, 1980) as a theoretical framework and using structural equation modeling, the study develops a crisis relational maintenance model to explain how organizations can (re)build relationships with publics. Survey results show that publics’ commitment and publics’ trust are two significant mediators that influence publics’ relational behaviors post-crisis. The investment model provides a suitable framework to explain publics’ commitment to an organization, with explained variance more than 90 percent, and an organization’s relationship maintenance strategies during and post-crisis significantly affect publics’ trust. Whether an organization’s relationships with the publics can be maintained or repaired depends on whether an organization engages in these relationship maintenance strategies that prioritize publics’ need, which can be reciprocated from publics as publics reorient themselves along with the long-term goals and well-being of the relationships. Results of this study call for further attention on relationship maintenance approaches in crisis communication and management research.

How tourism deals with terrorism from a public relations perspective: A content analysis of communication by destination management organizations in the aftermath of the 2017 terrorist attacks in Catalonia

The aim of this article is to verify how the Destination Management Organizations of Barcelona and Cambrils managed their crisis communication following the attacks of August 2017 via their Twitter platforms. To do so, an analysis template was created from the field of public relations and a content analysis was performed on the tweets published on the official accounts of these organizations during one month after the terrorist attacks. The results show that, despite the great communication potential of Twitter during crises following terrorist attacks, only Barcelona Turisme published a high volume of tweets in the first days after the attack. However, the content of the tweets by Barcelona Turisme and Cambrils Turisme focuses mainly on how the attack was dealt with, the actions they took to protect the stakeholders, and the promotion of their tourist attractions. The tweets reported to a lesser extent on what had happened during the attacks and the security measures adopted after the attacks. The study has shown the need for public relations and crisis communication by Destination Management Organizations when terrorist attacks take place. This article involves the creation of a highly useful methodology to analyse crisis communication management after terrorist attacks at tourist destinations.