Situational Crisis Communication Research Articles

Knocking Down the Pillars of Democracy in Europe: Politicisation of Science and Law in Response During COVID-19

Abstract The European Parliament has stressed on numerous occasions in public documents and speeches its non-conditional support for the principles of democracy, the rule of law, good governance, respect for human rights and fundamental freedoms. Yet as the pandemic has developed these principles have not been defended by various member states of the EU, being traded for public health and public good. This presentation seeks to critically analyse the content of key rhetoric and narratives from the outbreak of the pandemic until the present time through public statements that shall be contrasted against the “unconditional principles” above within the theoretical frame of Situational Crisis Communication Theory. Attention shall be paid to key political officials and understand the role of mainstream mass media and social media as gatekeepers of the orthodoxy of knowledge established. Orthodoxy of knowledge is group consensus on defining and constructing ‘realities’ in the physical realm, even when the consensus is coerced. Given the increasing lack of scientific debate, which is a fundamental element of good scientific practice, and the use of heavy handed and largely unsuccessful responses to the virus (such as lockdowns, vax passports and vaccination campaigns), Europe (not only) is in a precarious position in terms of its societal principles and practice. Crisis management is expediently rushed through face of fear and time constraint based upon a lack of consideration for the consequences and long-term effects, some of which are already emerging but being silenced. Hence a creeping crisis of significant psychological and physical impact is in the making.

Reimagining crisis management with an organizational learning framework

AbstractTechnological advancements have altered the landscape of crisis management, making many crises potentially preventable and controllable. Moreover, these technological advancements have provided opportunities for organizations to implement an informed learning approach in crisis responses. The interconnectedness and complementary aspects of three theories within crisis management, including the situational crisis communication theory's base crisis response strategies, image repair theory's corrective action, and discourse of renewal theory's organizational learning, were assessed and integrated into a proposed framework for understanding a comprehensive approach to crisis management. In this research, technology is regarded as both an asset for facilitating organizational learning (e.g., informed decision‐making through data analytics), and a potential source of challenges in crisis communication (e.g., Zoombombing and negative social amplification). The proposed framework aims to bridge proactive risk and reactive crisis management efforts through organizational learning. Findings from this 4 × 2 between‐subjects experimental design study explore the effectiveness of organizational learning to address crisis responsibility in an evolving technological landscape.

Can ChatGPT replace humans in crisis communication? The effects of AI-mediated crisis communication on stakeholder satisfaction and responsibility attribution

Imagine a world where chatbots are the first responders to crises, efficiently addressing concerns and providing crucial information. ChatGPT has demonstrated the capability of GenAI (Generative Artificial Intelligence)-powered chatbots when deployed to answer crisis-related questions in a timely and cost-efficient manner, thus replacing humans in crisis communication. However, public reactions to such messages remain unknown. To address this problem, this study recruited participants (N1 = 399, N2 = 189, and N3 = 121) and conducted two online vignette experiments and a qualitative survey. The results suggest that, when organizations fail to handle crisis-related requests, stakeholders exhibit higher satisfaction and lower responsibility attribution to chatbots providing instructing (vs. adjusting) information, as they are perceived to be more competent. However, when organizations satisfy requests, chatbots that provide adjusting (vs. instructing information) lead to higher satisfaction and lower responsibility attribution due to higher perceived competence. The second experiment involving a public emergency crisis scenario reveals that, regardless of the information provided (instructing or adjusting), stakeholders exhibit greater satisfaction and positive attitudes toward high-competence (vs. low-competence) chatbots. The qualitative study further confirms the experimental findings and offers insights to improve crisis chatbots. These findings contribute to the literature by extending situational crisis communication theory to nonhuman touchpoints and providing a deeper understanding of using chatbots in crisis communication through the lens of machine heuristics. The study also offers practical guidance for organizations to strategically integrate chatbots and human agents in crisis management based on context.

Influence of Ethical PR Practices on Corporate Image during Scandals in Tanzania

Purpose: The aim of the study was to assess the influence of ethical PR practices on corporate image during scandals in Tanzania. 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 indicated that maintaining ethical standards significantly mitigates reputational damage. Ethical PR strategies, including transparency, accountability, and timely communication, help companies navigate crises more effectively. Transparency ensures that all relevant information is disclosed promptly, fostering trust among stakeholders. Accountability demonstrates a company's commitment to taking responsibility for its actions, which can help regain public trust. Timely communication ensures that the company controls the narrative, reducing the spread of misinformation. Studies indicate that companies employing ethical PR practices during scandals tend to recover faster and sustain less long-term damage to their corporate image. Additionally, these practices can turn a crisis into an opportunity to showcase the company's integrity and commitment to ethical standards, potentially strengthening its reputation in the long run. Overall, ethical PR practices are crucial in safeguarding and enhancing corporate image during and after scandals. Implications to Theory, Practice and Policy: Situational crisis communication theory (SCCT), stakeholder theory and image restoration theory may be used to anchor future studies on assessing influence of ethical PR practices on corporate image during scandals in Tanzania. Encourage organizations to establish proactive ethical guidelines for PR professionals. Advocate for the establishment of a regulatory framework that mandates ethical practices in PR. This policy can help standardize ethical behavior across the industry, enhancing corporate accountability.

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.

From greenwashing to greenbleaching: green communication and mitigating moral outrage in the context of revisited situational crisis communication theory

From greenwashing to greenbleaching: green communication and mitigating moral outrage in the context of revisited situational crisis communication theory

THE EFFECTIVENESS OF USING A THEORETICAL COMMUNICATIVE MODEL TO OVERCOME A CRISIS IN COMPARISON WITH THE PRACTICAL EXPERIENCE OF BUILDING A COMMUNICATIVE FIELD DURING A CRISIS: THE EXPERIENCE OF UKRAINE

The relevance of effective communication during crisis situations cannot be overestimated, as it determines society’s ability to respond to challenges and maintain stability. The importance of communication and communication technologies from a sociological point of view lies in their influence on social cohesion, mobilization of resources and maintenance of social order.The article considers the correspondence of the components of the model of communication strategies in crisis situations in practice, in particular during the period of the COVID-19 pandemic and during the war in Ukraine, with the theoretical structural components of communication models. Theoretical models of crisis communication, such as SCCT (Situational Crisis Communication Theory), identify key principles that ensure effective communication: transparency, timeliness, credibility, consistency and empathy.This study analyzes how these theoretical principles are applied in practice in the conditions of war in Ukraine. Special attention is paid to communication strategies used by the Ukrainian government. Addressing the nation, informing the public through social media and international support campaigns are seen as key elements of successful communication.The analysis of cases made it possible to determine the correspondence of theoretical models to practical actions, confirmed the universality of the SCCT model, and also made it possible to formulate recommendations for further research on related topics. The results of the study confirm the importance of including each of the aspects for a successful exit from the crisis, as well as maintaining a stable situation in the communicative space of society during the crisis. Thus, the study emphasizes that effective communication not only contributes to the prompt resolution of crisis situations, but also ensures social cohesion and support of the nation’s morale in the face of challenges.

The Try Guys Try Cheating: Social Media Influencers in Crisis

The Try Guys are social media influencers who were in crisis when member Ned Fulmer cheated on his wife and affected their brand. The Try Guys’ followers took to social media to express their thoughts and give advice about the Try Guys brand. This study explored the relationship between social media influencers and their followers, how those influencers talk about their personal brand during a crisis, and how followers aid in reputational repair. The theories were parasocial interaction and Situational Crisis Communication Theory. A content analysis of posts and comments on Instagram, Twitter, and YouTube was conducted. The findings showed crisis frames in the Try Guys’ posts were different from their followers’ comments. The Try Guys focused on justification, ingratiation and victimage, whereas the followers scapegoated the woman involved in the affair instead of her married boss. Implications for public relations, social media, and parasocial interaction are offered.

Social media communication and public engagement in different health crisis stages: The framing of COVID-19 in Chinese official media

Effective government social media communication plays a crucial role in mitigating public panic amid various public health crises, such as the H1N1 pandemic, the Ebola epidemic, the Zika epidemic, and the ongoing COVID-19 pandemic. A research gap exists in investigating government official social media communication strategies and effects on public engagement at specific COVID-19 crisis stages. This study examines the COVID-19 communication strategies the Chinese government used and the corresponding effects on public engagement at different COVID-19 crisis stages on social media. The Crisis and Emergency Risk Communication Model, Framing Theory, and Situational Crisis Communication Theory are combined to develop a conceptual framework. Content analysis and coding were performed on two dimensions: health content theme (four sub-dimensions) and transparent communication style (three sub-dimensions). Public engagement was measured by the number of shares, comments, and likes. The results indicate a strong need for disease prevention information at the initial event/maintenance and resolution stages, while reassurance and government actions are highly valued at the resolution stage. Interactive features promote public engagement in key crisis stages.

Applying the right remedy? Crisis management reporting on different destination resilience under the internal crisis events

ABSTRACT Research on precise crisis management reporting strategies for destinations with different levels of resilience remains insufficient. Therefore, based on situational crisis communication theory (SCCT), this study analyses the interaction effects of crisis management reporting and perceived destination resilience on the maintenance of destination-tourist relationship quality by conducting three scenario-based experiments. The results indicate that, among destinations facing internal crises, matching constructive crisis management reporting with high perceived destination resilience and matching nonconstructive crisis management reporting with low perceived destination resilience can maintain destination-tourist relationship quality more effectively. Moreover, destination trust and perceived responsiveness play mediating roles in this process. The study reveals the influencing factors and process mechanisms associated with the process of maintaining destination-tourist relationship quality under the impact of internal crises, thereby expanding the theoretical framework for and content of destination crisis communication research and providing practical guidance for tourism crisis response and management.

Unpacking the behavioural outcomes of internal crisis communication: Underlining nexus of employee task performance, crisis responsibility and work well‐being to improve organizational reputation

AbstractThe COVID‐19 pandemic has redefined the corporate sector's communication requirements to maintain organizational reputation among employees. This situation has led to lacklustre organizational performance and a decline in employee well‐being. However, little is known about how the sophisticated execution of internal crisis communication can foster productive employee responses. This study examines how internal communication during times of crisis strengthens employee task performance and well‐being, both of which are crucial for organizational success following the COVID‐19 pandemic. Drawing inspiration from situational crisis communication theory, the study primarily investigates the outcomes of internal crisis communication that generate favourable employee perceptions of their organization. A quantitative survey of 384 employees from various organizations was conducted, and the results indicated that efficient internal crisis communication enhances employee task performance, boosts employee well‐being and reduces crisis attribution, thus promoting employee behaviour that improves reputation. These findings contribute to the growing body of literature in public relations focused on understanding the psychological mechanisms underlying positive employee behavioural intentions during times of crisis. More importantly, strategic internal communication and maintaining a human element in employee interactions will benefit organizations in the long run. Practical implications for researchers and practitioners are discussed.

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.

Sport Event Sponsorship in the Midst of Crisis: A Teaching Case Study on the Partnership Between RunCzech and Adidas

This case provides students with an opportunity to observe RunCzech, a historically successful sport event organization, as they navigate a crisis and strive to satisfy all stakeholders, with emphasis on the sponsor stakeholders. Students are familiarized with the challenges facing RunCzech and their corresponding response. The event organizers strive to mitigate these challenges with their crisis management strategy. This strategy includes creating new events in partnership with their sponsors while remaining in compliance with changing government restrictions. RunCzech’s crisis management, and the communication surrounding it, is framed in terms of Coombs’s situational crisis communication theory. The students see innovative crisis management, with a primary focus on sponsors as stakeholders, before being tasked with communicating these crisis management efforts to one specific sponsor, adidas.

Role of Situational Crisis Communication Theory in Telecommunication Crises: An Analysis

Role of Situational Crisis Communication Theory in Telecommunication Crises: An Analysis

Crisis Communication and Reputation Management in the Age of Fake News

Purpose: This study sought to determine how different crisis communication approaches impact reputation management, particularly in the context of fake news.
 Methodology: The study adopted a desktop research methodology. Desk research refers to secondary data or that which can be collected without fieldwork. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executive’s time, telephone charges and directories. Thus, the study relied on already published studies, reports and statistics. This secondary data was easily accessed through the online journals and library.
 Findings: The findings reveal that there exists a contextual and methodological gap relating to crisis communication and reputation management in the age of fake news. Preliminary empirical review revealed that that organizations needed to adapt their communication strategies to combat the challenges posed by misinformation. The research highlighted the pervasive impact of fake news on organizational reputation, emphasizing the importance of transparency, authenticity, and responsiveness in crisis communication. Leadership played a crucial role in guiding effective crisis responses, fostering trust, and demonstrating a commitment to ethical communication practices. Overall, the study provided valuable insights and recommendations for organizations to navigate crises fueled by fake news and safeguard their credibility in the digital age.
 Unique Contribution to Theory, Practice and Policy: The Situational Crisis Communication Theory (SCCT), Agenda Setting theory and the Social Identity theory may be used to anchor future studies on crisis communication and reputation management. The study contributed significantly to theoretical understanding, practical application, and policy development. It enhanced existing theoretical frameworks such as Situational Crisis Communication Theory (SCCT), Agenda-Setting Theory, and Social Identity Theory by integrating considerations specific to managing crises exacerbated by fake news. The study provided valuable insights and recommendations for communication professionals, emphasizing proactive media monitoring, transparency, and leadership in guiding crisis communication efforts. Additionally, it informed policy interventions aimed at combating misinformation and promoting responsible communication practices. Overall, the study served as a valuable resource for stakeholders navigating the complexities of crisis communication and reputation management in the digital age.

Helpful or harmful? The impact of gender stereotypes on publics’ crisis response

PurposeAlthough situational crisis communication theory (SCCT) is centered on rationality and cognitive information processing, it ignores that people are also driven by irrationality and non-cognitive information processing. The purpose of this study aims to fill this gap by examining how gender stereotypes, based on perceived spokesperson sex influence the public’s perceptions of crisis response messages.Design/methodology/approachA 2 (industry type: automotive vs daycare industry) × 2 (spokesperson’s sex: male vs female) × 2 (crisis response appeal: rational vs emotional) between-subject online experiment was conducted to examine the effect of gender stereotype in crisis communication.FindingsResults showed that either matching spokesperson sex with sex differed industry or matching sex differed industry with appropriate crisis response appeal can generate a more positive evaluation of the spokesperson and the organization. The results also revealed under which circumstances, the attractiveness of different sex of the spokesperson can either promote or mitigate people’s perceptions of the organization. Furthermore, when people are aware of a spokesperson’s sex, in a female-associated industry, a mismatching effect of a positive violation of a male-related stereotype overrides a matching effect of a female-related stereotype in crisis communication.Originality/valueThis study is among the first to identify how the gender of a spokesperson and industry type affect publics’ crisis response.

Qualitative Content Analysis Related to the Use of Instagram @pertamina as a Communication Technology in Response to Post Fire Crisis Plumpang Depo March 2023

On March 3, 2023, a fire occurred at the Pertamina Plumpang Depot, Koja, North Jakarta. Transparency and good communication regarding the responsibilities carried out by Pertamina are important steps in maintaining trust and minimizing the negative impact on the company's reputation. Situational Crisis Communication Theory can be applied in managing communication in crisis situations. The @pertamina Instagram account shows empathy and concern in dealing with the crisis caused by this fire. This article aims to analyze the use of Instagram as a crisis response strategy after the Plumpang Depo fire on March 3, 2023, with a focus on content on the @pertamina account. A qualitative content analysis method was used in this study, with the unit of analysis in the form of content on Instagram @pertamina in the post-fire period at the Plumpang Depo, namely between 4 and 8 March 2023. Data collection was carried out through observing content, including uploads, descriptions on images, and information on the post, and there are ten contents examined. In this study, it was found that Pertamina uses a crisis response strategy model in the form ofdeal response strategy in responding to the crisis. The @pertamina Instagram account is used as a communication technology that becomes a bridge to the public in dealing with crises with consistency and in accordance with society's expectations, such as providing compensation, apologizing, and showing regret, without trying to prove the truth or allude that the crisis originates from factors outside the organization's

Media-induced emotions and message sidedness in corporate crises

PurposeThis study examines the interplay between media-induced emotional crisis framing (anger vs sadness) and message sidedness of crisis response on publics’ attribution of crisis responsibility as well as subsequent company evaluation and supportive behavioral intention.Design/methodology/approachA 2 (emotion: anger vs sadness) x 2 (crisis response: one-sided vs two-sided) online experiment was conducted among 161 participants in the USA.FindingsResults showed that anger-inducing media framing of the crisis elicited higher levels of crisis responsibility attribution and more negative company evaluation, compared with sadness-inducing media framing. One-sided message response was more effective than two-sided message response in lowering attribution of crisis responsibility when sadness was induced, but no difference was found under the anger-induced condition. Attribution of crisis responsibility fully mediated the effects of emotional crisis framing on company evaluation and supportive behavioral intention toward the company.Originality/valueThis study is among the first to examine the interaction effect between emotional media framing and response message sidedness in an ambiguous crisis. Drawing on the interdisciplinary theoretical frameworks, this study integrates the situational crisis communication theory, appraisal-tendency framework and message sidedness in persuasion literature. As such, it contributes to theoretical development in crisis communication and offers communication managers guidance on how to effectively address emotionally framed crises.

Addressing the Damage of Deception: Determining Effective Crisis Response Strategies Following Allegations of Deceptive Advertising

Governmental agencies and other watchdog organizations are tasked with detecting deceptive advertising and punishing those who employ it. Finances, company image, and consumer–brand relationships are at risk if a company is found to be guilty of employing deceptive advertising. It is important to understand effective responses to such allegations. Drawing on the situational crisis communication theory framework, this research examines the impact of different types of deceptive advertising on consumer behavior and explores which response strategies are appropriate for companies accused of deceptive advertising. The moderating influence of consumers’ skepticism toward advertising is also investigated. We conclude with recommendations for advertisers, who seek to restore public trust.

How social media expedites the crisis spillover effect: A case study of Tesla's recall event

Technologies such as intelligent and fully automatic driving are currently developing rapidly. However, product recalls by electric vehicle manufacturers occur frequently because of immature technology. As a crisis factor, product recalls of the focal company pose a risk of contagion to other players. Through a two-period time series analysis, the current study observes that online public opinion regarding Tesla exerts an indirect spillover over abnormal returns on non-focal companies (i.e., BYD, NIO, LI) from two aspects—social media buzz and public sentiment. Moreover, abnormal returns on Tesla directly spill over into abnormal returns on NIO and LI. The low brand equity proximity plays a role in the direct spillover effect. Besides, the time lag is two days in the direct and indirect spillover process. Under the guidance of Situational Crisis Communication Theory (SCCT), we classify spillover crises as victim clusters of crisis types and put forth implications and suggestions in practice based on our findings.