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"Crisis communication"
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Government crisis communication tools in the light of the extreme drought of 2022
Aim: The purpose of this study is to investigate the communication of the drought (water crisis) of 2022. As water is a vital element, the alpha and omega of survival, the authors should expect the emergence of existential anxieties during related crises that may result in messages being ignored. This makes the communication of the responsible public authority even more difficult. The authors’ aim to make forward-looking recommendations for water professionals in the face of future water crises. Methodology: In order to help develop more effective crisis communication the authors analysed the National Directorate General for Water Management’s communications before, during and after the crisis (using the method of media monitoring and analysis) and carried out the evaluation based on their own criteria, which were compiled on the basis of the literature. They conclude their summary findings by making recommendations. Findings: In their opinion, although the communication of the OVF has been characterised by a rapid and accurate flow of information, the role of social responsibility should be strengthened in the future. The proportion of textual and visual content and the choice of publication channels should be reconsidered. Value: Due to the acceleration of the hydrological cycle, it is likely that in the future humanity will have to prepare for more intense periods of extreme water scarcity. According to satellite gravimetric measurements, the water security of the Carpathian Basin is changing in a negative direction. The authors’ results underline that the emerging climate crisis opens up new dimensions in governmental/authority crisis communication, both in terms of preparedness and response.
Journal Article
Pandemic messaging to connect or to sell? B2B messaging strategies on LinkedIn regarding COVID-19
PurposeThis study examines how the world's largest business-to-business (B2B) firms communicated about coronavirus disease 2019 (COVID-19) on LinkedIn during the first months of the pandemic. A Situational Crisis Communication Theory (SCCT) framework (Coombs, 2004) is used to assess how pandemic message themes resembled and differed from those utilized in past crises.Design/methodology/approachResearchers examined all LinkedIn posts made by the 20 largest global B2B firms during February–October 2020 and assigned the posts to five message themes.FindingsConsistent with past crises, firms conveyed “instructing” information designed to help social media followers cope. However, some businesses also promoted products for use in dealing with COVID-19. This stands in contrast to past reluctance to promote products during a crisis due to fears of being viewed as acting inappropriately. Surprisingly, only about 9% of all posts related to COVID-19.Research limitations/implicationsResearch focused on the LinkedIn posts of the 20 largest B2B firms, limiting generalizability for smaller firms and for other social networks.Practical implicationsThis study provides insights into how marketers can communicate to their stakeholders during a crisis.Social implicationsThis study examines how reaction to COVID-19 was similar and different from message themes found during previous crises.Originality/valueThis study is one of the first to examine how businesses use LinkedIn to communicate with key constituencies. This study examines whether SCCT predicted strategies used by global B2B firms during the pandemic and considers whether expectations regarding crises may be changing.
Journal Article
Social media and crisis communication
\"Social Media and Crisis Communication provides a unique and timely contribution to the field of crisis communication by addressing how social media are influencing the practice of crisis communication. The book, with a collection of chapters contributed by leading communication researchers, covers the current and emerging interplay of social media and crisis communication, recent theories and frameworks, overviews of dominant research streams, applications in specific crisis areas, and future directions. Both the theoretical and the practical are discussed, providing a volume that appeals to both academic-minded readers as well as professionals at the managerial, decision-making level. The audience includes public relations and corporate communication scholars, graduate students studying social media and crisis communication, researchers, crisis managers working in communication departments, and business leaders who make strategic business communication planning. No other volume has provided the overarching synthesis of information regarding the field of crisis communication and social media that this book contains. Incorporated in this volume is the recent Social-mediated Crisis Communication Model developed by the editors and their co-authors, which serves as a framework for crisis and issues management in a rapidly evolving media landscape.\"--Provided by publisher.
Book
Examining the mediating effects of sincerity and credibility in crisis communication strategies
PurposeThis study aims to explore how source type can influence organizational assets proposed by source credibility theory (SCT) when paired with matched situational crisis communication theory (SCCT) strategies for accidental, preventable, and victim crises. Crisis communication delivered online provides an invaluable outlet for organizations to disperse information to stakeholders quickly. It has been shown that receivers of this information have motivational assumptions about sources having their own agenda for producing content. Thus, it is important to explore how sources tasked with delivering crisis responses can influence perceptions of the sincerity and credibility of the message.Design/methodology/approachThe researchers conducted a 3 (crisis response: matched accidental, matched preventable, matched victim) × 3 (source type: organization, CEO, The New York Times) online between-subjects experimental design (N = 623).FindingsBy identifying how the source disseminating crisis responses influences message perceptions, findings from this study recognize how the crisis response is situated in a greater context. Since perceived sincerity and credibility were found to influence message acceptance and reputation, making intentional decisions that acknowledge both within a crisis communication strategy may benefit both future practice and research applications.Originality/valueThe current study advances understandings afforded by SCCT, along with SCT, by experimentally testing the influence of these variables within crisis responses on outcomes such as account acceptance and organizational reputation.
Journal Article
Crisis communication planning and nonprofit organizations
PurposeThe purpose of this paper is to discuss the evolution of crisis communication and management along with its inclusion into the field and practice of emergency management. This paper also discusses the inclusion of nonprofit organizations and the need for these organizations to engage in crisis communication planning and strategy creation to address the diverse and numerous crises that nonprofits are at risk of experiencing.Design/methodology/approachThis paper utilizes a systematic literature review of crisis communication planning tools and resources focused on nonprofit organizations to derive best practices and policy needs.FindingsThe resources analyzed provide foundational insight for nonprofit organizations to proactively develop plans and strategies during noncrisis periods to support their organization when a crisis occurs.Research limitations/implicationsLimitations of this paper include limited academic research and practical resources related to nonprofit organizations and crisis communication planning. As such, several potential avenues for empirical research are discussed.Practical implicationsThis paper provides considerations for nonprofit organizations engaging in crisis communication planning and aspects leaders need to partake in to reduce or eliminate the risk of facing an operational or reputational crisis.Social implicationsThis paper highlights the critical need to generate a crisis communication plan due to the diverse crises nonprofit organizations face and their connection to the emergency management structure. Understanding the crisis and utilizing a crisis communication plan allows nonprofit organizations a way to strategically mitigate the impact of a crisis while also providing essential services to their respective communities and maintain their overall stability.Originality/valueThis paper is unique in its analysis of crisis communication planning resources and creation of a planning framework to assist nonprofit organizations in their planning efforts.
Journal Article
Comparing public responses to apologies: examining crisis communication strategies using network analysis and topic modeling
This study aims to explore public perceptions and emotions toward crisis response strategies when unethical business practices occur. United Airlines’ passenger-dragging scandal is examined through the lens of the situational crisis communication theory. United Airlines employed two apology strategies, partial and full, on their Facebook page. Public responses toward the two apology strategies are analyzed through opinion mining of public comments by employing mixed text mining techniques. A total of 51,147 public comments generated by 50,103 unique users were extracted with an API-based social network analysis tool, NodeXL. First, the structural characteristics of eWOM communication in response to the two apology strategies were comparatively investigated. Next, topic modeling was employed to detect salient topics, and the intensity of positive and negative emotions to the apology strategies were compared. Additionally, semantic network analysis was used to uncover public reactions to and brand attitude toward United as a consequence of the apology strategies. The public generated a larger comment network for the full apology strategy than the partial apology. The public discussed problems with United’s apology strategies and deemed that wrong public relations strategies were used. Findings from the sentiment analysis and semantic network analysis suggest that the matched response strategy (full apology) did not change public responses and emotions. Public perception on United’s crisis management was primarily negatively associated with its hypocritical apology and image-focused reaction. This study offers insights on crisis communication strategiesfor public relations practitioners . The findings highlight that timing matters even when implementing matched response strategies in the intentional crisis condition.
Journal Article