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Open Access
Book part
Publication date: 1 October 2018

Harald Hornmoen and Per Helge Måseide

The chapter addresses the question of how crisis and emergency communicators in the justice (police) and health sector in Norway reflect on their use – or lack of use – of social…

Abstract

The chapter addresses the question of how crisis and emergency communicators in the justice (police) and health sector in Norway reflect on their use – or lack of use – of social media during the terror crisis on 22 July 2011. We examine how these communicators in the years following the crisis have developed their use of social media to optimise their and the public’s awareness of similar crises. Our semi-structured interviews with key emergency managers and responders display how the terrorist-induced crisis in 2011 was a wake-up call for communicators in the police and the health sector. They reflect on the significance, strengths and weaknesses of social media in the management of crises such as this one.

Details

Social Media Use in Crisis and Risk Communication
Type: Book
ISBN: 978-1-78756-269-1

Keywords

Open Access
Book part
Publication date: 1 October 2018

Eva Goldgruber, Susanne Sackl-Sharif, Julian Ausserhofer and Robert Gutounig

Using and understanding social media in the context of networked publics enhances crisis communication. This chapter describes models and ideas for integrating social media into…

Abstract

Using and understanding social media in the context of networked publics enhances crisis communication. This chapter describes models and ideas for integrating social media into the communication strategies of rescue organisations. The authors develop their recommendations for the use of social media by these organisations from both a summary and comparison of communication processes during the 2013 Central European floods in Austria, and from the perspective of an organisation actively using social media in the chosen model region of Alkoven. The chapter presents basic recommendations, recommendations inspired by content strategy and recommendations based on web and social media literacy in order to support the further development of crisis communication in the digital age.

Details

Social Media Use in Crisis and Risk Communication
Type: Book
ISBN: 978-1-78756-269-1

Keywords

Article
Publication date: 14 June 2023

Liz Sharples, Judith Fletcher-Brown, Marta Nieto-García, Kokho Sit and Giampaolo Viglia

This paper aims to investigates the use of internal communications to foster workforce resilience in the cruise industry during a crisis. Drawing on the regulatory focus theory…

Abstract

Purpose

This paper aims to investigates the use of internal communications to foster workforce resilience in the cruise industry during a crisis. Drawing on the regulatory focus theory, this study explores how internal communication strategies can build employee resilience particularly at a time of difficulty. The regulatory focus theory explores the employee’s rationale for goal pursuit. Prevention-focused individuals are concerned with safety and responsibility while promotion-focused individuals focus on goal advancement. The authors seek to broaden the existing understanding of the application of the regulatory focus theory as a lens to inform internal communications crisis strategies.

Design/methodology/approach

Qualitative research using 15-semi structured interviews with cruise industry experts was undertaken during the pandemic. Applying a sensemaking and sense giving approach the researchers thematically analyzed the data in three stages, allowing for new theoretical insights to be uncovered.

Findings

The findings suggest that internal communication strategies should include prevention-focused messages emphasizing the cruise companies’ responsibility to employees, and promotion-focused communications, to include social interaction and individual growth opportunities.

Originality/value

This study’s contribution is three-fold. First, the authors extend the theoretical application of the regulatory focus theory to internal communication and identify a novel concurrent application of both prevention- and promotion-focused messages for developing a resilient workforce. Second, the authors introduce a preliminary conceptualization of an internal crisis communication strategy, emphasizing the concurrent application of prevention- and promotion-focused messages. Finally, the author offer practical suggestions for managing crisis communication strategies.

目的

本文研究了在危机中利用内部沟通来建立邮轮业员工的复原力。借鉴规范方法理论, 本研究探讨了内部沟通策略如何促进员工的复原力, 尤其是在困难时期。规范性关注理论探讨了员工追求目标的原因。注重预防的人关注安全和责任, 而注重晋升的人则关注目标的实现。我们旨在扩展现有的知识, 将规范性焦点理论作为一个镜头, 为危机情况下的内部沟通策略提供参考。

设计/方法/途径

我们对邮轮行业的专家进行了15次半结构化的访谈。 研究人员使用感性认识和感性方法, 分三个阶段对数据进行了主题分析, 发现了新的理论观点。

结论

研究结果表明, 内部沟通策略应该包括以预防为主的信息, 强调邮轮公司对员工的责任, 以及以宣传为主的沟通, 包括社会互动和个人成长的机会。

原创性

本研究的贡献有三点。首先, 我们扩展了监管焦点理论在内部沟通中的理论应用, 并确定了一个新的同时应用预防和宣传为重点的信息来发展一个有弹性的员工队伍。其次, 我们提出了内部危机沟通连续体的初步概念化。最后, 我们为管理危机沟通策略提供了实用建议。

Propósito

Este artículo investiga el uso de las comunicaciones internas para fomentar la resiliencia de los trabajadores del sector de los cruceros durante una crisis. Basándose en la teoría del enfoque normativo, este estudio explora cómo las estrategias de comunicación interna pueden fomentar la resiliencia de los empleados, especialmente en un momento de dificultad. La Teoría del Enfoque Normativo explora las razones del empleado para perseguir un objetivo. Los individuos centrados en la prevención se preocupan por la seguridad y la responsabilidad, mientras que los centrados en la promoción se centran en la consecución de objetivos. Pretendemos ampliar el conocimiento existente sobre la aplicación de la Teoría del Enfoque Normativo como lente para informar las estrategias de comunicación interna en situaciones de crisis.

Diseño/metodología/enfoque

Realizamos 15 entrevistas semiestructuradas con expertos del sector de los cruceros. Aplicando un enfoque de creación y transmisión de sentido, los investigadores analizaron temáticamente los datos en tres fases, lo que permitió descubrir nuevas perspectivas teóricas.

Conclusiones

Los resultados sugieren que las estrategias de comunicación interna deben incluir mensajes centrados en la prevención, que hagan hincapié en la responsabilidad de las compañías de cruceros para con los empleados, y comunicaciones centradas en la promoción, que incluyan la interacción social y las oportunidades de crecimiento individual.

Originalidad

La contribución de este estudio es triple. En primer lugar, ampliamos la aplicación teórica de la Teoría del Enfoque Regulador a la comunicación interna e identificamos una novedosa aplicación concurrente de mensajes centrados tanto en la prevención como en la promoción para desarrollar una plantilla resiliente. En segundo lugar, presentamos una conceptualización preliminar del continuo de la comunicación interna de crisis. Por último, ofrecemos sugerencias prácticas para gestionar las estrategias de comunicación de crisis.

Article
Publication date: 23 September 2022

Carmen Daniela Maier, Finn Frandsen and Winni Johansen

The aim of this paper is to study the development of a smoldering crisis over time. The focus is on a nationwide news media and online news communication related to a smoldering…

Abstract

Purpose

The aim of this paper is to study the development of a smoldering crisis over time. The focus is on a nationwide news media and online news communication related to a smoldering crisis running in the Danish healthcare system since 2016: the problematic implementation of a large-scale electronic health record (EHR), technology entitled Sundhedsplatformen (SP), in the hospitals of the capital region of Denmark.

Design/methodology/approach

Based on insights from crisis communication theories and in particular rhetorical arena theory (RAT), traces of SP smoldering crisis and patterns of discursive strategies are identified and explained from a longitudinal perspective to explain the communicative complexity that characterizes this smoldering crisis. To build an understanding of how this smoldering crisis is perceived, followed and kept alive, an analysis of (de)legitimation discursive strategies employed strategically by various actors and voices in news articles is conducted in relation to four communicative themes: issue identification, warnings, blame attribution and potential solutions.

Findings

It has been found that a legitimacy deficit emerges communicatively through specific (de)legitimation strategies during this smoldering crisis. New insights into RAT (Frandsen and Johansen, 2017) are also provided.

Practical implications

This study is not only of theoretical relevance, but it is also of practical relevance for public relation professionals who aim to identify characteristics of starting smoldering crises as well as to find strategic responses to the ongoing challenges and the developing over time of smoldering crises.

Originality/value

New insights into RAT (Frandsen and Johansen, 2017) are provided.

Details

Journal of Communication Management, vol. 27 no. 3
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 8 November 2022

María Del Pilar Pascual-Fraile, Pilar Talón-Ballestero, Teresa Villacé-Molinero and Antonio-Rafael Ramos-Rodríguez

This study aims to provide an overview, the state-of-the-art “research fronts”, the emerging themes of investigation and a research agenda of crisis communication for…

Abstract

Purpose

This study aims to provide an overview, the state-of-the-art “research fronts”, the emerging themes of investigation and a research agenda of crisis communication for destinations’ image.

Design/methodology/approach

This research is conducted with a bibliographic coupling study, complemented with an H-Classic classification and a thematic analysis of the articles included in the four clusters provided by the bibliometric methodology (papers dating from 2017 to 2021, both years included).

Findings

Based on the bibliometric analysis, four thematic clusters were identified. Two of these clusters supply the “research fronts”, the most current themes in a scientific field: Cluster 1 addresses communication related to tourists’ safety, and cluster 2 enhances the role of stakeholders’ collaboration to create destinations resilience in crisis communication. The other two clusters highlight emerging themes for future investigation: Cluster 3 focuses on recovery marketing communication strategies for a post-crisis era, and cluster 4 analyses how crisis communication strategies contribute to reduce tourists’ risk perception and boosting travel intention. Finally, a future research agenda is proposed, based on the emerging themes from this study.

Originality/value

To the best of the authors’ knowledge, this is the first bibliometric study to analyse crisis communication for destinations’ image (pre-crisis, crisis and post-crisis). This study, which covers the most recent academic literature in this field, provides insights of communication strategies from recent crises and disasters within the “research fronts”. Besides, a research agenda useful for future scholar investigation is proposed with its emerging themes. These rising topics and learnings from past events could be used by destination marketing organisations in crisis communication for destination image recovery in the current post-pandemic scenario or in upcoming crises or disasters.

危机和灾难中目的地形象沟通:回顾和未来研究议程

摘要

目的

本研究提供了目的地形象危机沟通的概述、最先进的“研究前沿”、新兴的研究主题以及研究议程。

方法

本文进行了书目耦合研究, 辅以 H-经典分类和对文献计量方法提供的四个集群中包含的文章的主题分析 (论文日期为 2017–2021 年间)

结果

根据文献计量分析, 确定了四个主题集群。 其中两个集群提供“研究前沿”, 这是科学领域的最新主题:集群 一 解决与游客安全相关的沟通, 集群 二 加强利益相关者合作的作用, 以在危机沟通中创造目的地恢复力。 其他两个集群突出了未来调查的新兴主题:集群 三 侧重于后危机时代的复苏营销传播策略, 集群 四分析危机传播策略如何有助于降低游客的风险感知和提高旅行意愿。最后, 本文提出了基于新兴主题的未来研究议程。

原创性/价值

据我们所知, 这是第一个分析了目的地形象的危机传播(危机前、危机和危机后)的, 独特的文献计量研究。该研究涵盖了该领域最新的学术文献, 通过其“研究前沿”提供了有关近期危机和灾难的沟通策略的见解。此外, 本文还提出了具有新兴主题的研究议程。这些新兴话题以及从过去事件中吸取的教训, 可以被目的地营销组织 (DMO) 用来进行灾难沟通, 以便在当前的大流行后情景或未来的危机或灾难中恢复目的地的形象。

Comunicación Para la imagen de destinos en crisis y desastres: revisión y futura agenda de investigación

Resumen

Propósito

Este estudio proporciona una perspectiva general, los “research fronts”- los temas más actuales de una disciplina científica-, los temas emergentes y una agenda de investigación sobre comunicación de crisis de la imagen de los destinos turísticos.

Metodología

La investigación está basada en un análisis bibliográfico coupling, complementado con una clasificación h-Classics y un análisis temático de todos los artículos examinados con esta metodología bibliométrica (artículos fechados entre 2017 y 2021, ambos años incluidos).

Resultados

Con este análisis bibliométrico, se identifican cuatro clusters temáticos. Dos de ellos, presentan los “research fronts”, los temas más vigentes de un campo científico: el cluster 1 se refiere a la comunicación realizada para transmitir el concepto de seguridad a los turistas, y el cluster 2 destaca la relevancia de la colaboración de todos los agentes turísticos para crear resiliencia en los destinos en la comunicación de crisis. Los otros dos clusters recogen los temas emergentes de investigación futura: el cluster 3 se centra en las estrategias de marketing para la época de postcrisis y el cluster 4 analiza cómo la comunicación contribuye a reducir la percepción de riesgo de los turistas y, por tanto, a potenciar su intención de viaje. Por último, el artículo propone una agenda de investigación basada en estos temas emergentes.

Originalidad/valor

Hasta donde tenemos conocimiento, éste es el primer estudio bibliométrico especialmente enfocado a la comunicación de crisis para la imagen de los destinos turísticos (con sus tres etapas, precrisis, crisis y poscrisis). Esta investigación, que analiza la literatura más reciente en este campo, proporciona conocimiento sobre la comunicación de las crisis y desastres más recientes, a través de sus “research fronts”. Asimismo, propone una agenda con nuevos temas que están surgiendo en esta disciplina, útil para futuras investigaciones académicas. Dichos temas, junto con los aprendizajes de incidentes pasados, pueden ser usados por las Organizaciones de Marketing de Destinos (DMO, en sus siglas en inglés) para incorporarlos en su comunicación de crisis destinada a la recuperación de la imagen de los destinos turísticos en el actual escenario post pandemia o en futuras crisis o desastres.

Details

Tourism Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 16 November 2022

Adamu Abbas Adamu, Syed Hassan Raza and Bahtiar Mohamad

Internal crisis communication (ICC) has become a burgeoning area of research in crisis communication. However, the importance of ICC as a tool to enhance employee positive…

Abstract

Purpose

Internal crisis communication (ICC) has become a burgeoning area of research in crisis communication. However, the importance of ICC as a tool to enhance employee positive communicative behaviour in crisis has not been explored. This study aims to develop a research model by drawing from the ideas of sensemaking and network theories. In addition, the study further examines how the elements of the proposed model drive ICC while assessing employee-related outcomes and the role of emotion exhaustion.

Design/methodology/approach

To assess the validity of the measurement and structural models, 316 employees from both public and private non-profit organisations in Pakistan were interviewed through online survey. The collected data were analysed using co-variance based structural equation modelling (CV-SEM).

Findings

The results of this research confirmed that mindfulness and internal listening positively affect employee perceptions towards internal communication during a crisis. Similarly, ICC positively influences employees' perception of loyalty, job insecurity and the organisation's reputation. The results also highlight the moderation roles of emotional exhaustion (EE).

Practical implications

The study suggests that applying ICC strategies will help crisis managers develop collaborative relationships with employees, which will help in identifying and managing a crisis. In addition, implementing effective internal communication in corporate practices and processes makes internal reputation and employee loyalty (EL) a reality and allows organisations to remain productive despite crises.

Originality/value

Through the lens of sensemaking theory, this research demonstrated that mindfulness and listening should be considered stimuli in organisations that can influence employees to be active communicators before and during crises. This study is the first to elucidate the essential outcomes for strategic internal crisis management that are often under-looked, such as emotional responses. The study also shows that sensemaking should not only focus on meaning-making in a crisis but also include emotional feelings that can wear out the meaning-making process.

Details

Corporate Communications: An International Journal, vol. 28 no. 1
Type: Research Article
ISSN: 1356-3289

Keywords

Open Access
Article
Publication date: 6 March 2023

Melanie Wiese and Liezl-Marié Van Der Westhuizen

This study aims to explore public coping strategies with government-imposed lockdown restrictions (i.e. forced compliance) due to a health crisis (i.e. COVID-19). This directly…

Abstract

Purpose

This study aims to explore public coping strategies with government-imposed lockdown restrictions (i.e. forced compliance) due to a health crisis (i.e. COVID-19). This directly impacts the public's power, as they may feel alienated from their environment and from others. Consequently, this study explores the relationships between the public's power, quality of life and crisis-coping strategies. This is important to help governments understand public discourse surrounding perceived government health crisis communication, which aids effective policy development.

Design/methodology/approach

An online questionnaire distributed via Qualtrics received 371 responses from the South African public and structural equation modelling was used to test the hypotheses.

Findings

The results indicate the public's experience of powerlessness and resulting information-sharing, negative word-of-mouth and support-seeking as crisis coping strategies in response to government-imposed lockdown restrictions.

Originality/value

The public's perspective on health crisis communication used in this study sheds light on adaptive and maladaptive coping strategies that the public employs due to the alienation they feel during a health crisis with government-forced compliance. The findings add to the sparse research on crisis communication from the public perspective in a developing country context and provide insights for governments in developing health crisis communication strategies. The results give insight into developing policies related to community engagement and citizen participation during a pandemic.

Details

Corporate Communications: An International Journal, vol. 28 no. 7
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 1 February 2011

Ansgar Thiessen and Diana Ingenhoff

The purpose of this paper is to address the often missing theoretical foundation of crisis communication from an integrated perspective on the micro, meso and macro level. Based…

12782

Abstract

Purpose

The purpose of this paper is to address the often missing theoretical foundation of crisis communication from an integrated perspective on the micro, meso and macro level. Based on the theory of structuration, a systematic, integrative framework is developed for safeguarding organizational legitimization and multidimensional reputation through communication during crisis situations which is applicable both for profit and non‐profit organizations.

Design/methodology/approach

Gidden's theory of structuration was chosen as a basis to develop the integrative model of crisis communication that proposes a communicative impact on reputation on a situative level of message strategies (micro level), an organizational level (meso level) and a societal level (macro level). A well‐organized crisis communication management on all of these levels is seen as the key communicative driver to safeguard long‐term organizational reputation.

Findings

The paper shows that successful crisis communication management must be conceptualized and addressed on distinctive levels of complexity. While on a message level (situative crisis communication) it creates meaning, crisis communication must be seen as management task on an organizational level (integrative crisis communication). However, in order to fully safeguard reputation in the long term and trustworthiness in the short term, crisis communication has also a societal component when addressing moral standards and norms (strategic crisis communication).

Research limitations/implications

The paper is a conceptual contribution which build the basis of a follow‐up empirical, experimental study where the proposed model is successfully tested.

Practical implications

For PR managers, this paper gives reasons to conceptualize crisis communication management, not only on a message strategy level, but also to take into consideration the organizational and societal levels.

Originality/value

The paper stands in line with the theoretical discourse of organizational crisis communication. So far, few approaches conceptualize organizational crisis communication thoroughly on an integrated level of different perspectives so that the paper provides an important input, pushing the discussion forward.

Details

Corporate Communications: An International Journal, vol. 16 no. 1
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 2 May 2017

Damir Jugo

The purpose of this paper is to examine the practices of strategic crisis communication of most successful Croatian companies and the perception of these practices from the…

Abstract

Purpose

The purpose of this paper is to examine the practices of strategic crisis communication of most successful Croatian companies and the perception of these practices from the perspective of media. A framework of reactive strategies is applied to determine how Croatian companies from five major industries would communicate during crisis situations and how their communication is interpreted within the media as a group that conveys and presents their behavior and communication to the broader public.

Design/methodology/approach

A quantitative survey among 60 individuals in charge of communications in Croatian companies was conducted to identify which strategies they are likely to use when in crisis situations. In-depth interviews with 20 journalists regularly reporting on these companies were undertaken to determine their perception and experiences regarding how these companies would communicate during crisis situations.

Findings

Croatian companies are likely to communicate un-strategically, passively and without any risk. Journalists see the communication of the companies even more passive and reactive which seriously influences the manner they report about these companies during crisis situations.

Research limitations/implications

Although 60 companies and 20 journalists both represent a significantly representative sample in Croatian terms, the study provides an insight into only Croatian corporate environment. Conducting the research in different surroundings and other countries could provide additional insight. Nevertheless, the analyzed variables that influenced the selection of strategies provide notable insight for drawing conclusions on this subject.

Originality/value

Besides showing how analyzed companies are likely to communicate during crises, this paper provides an insight into the media’s perception of this communication. The research has shown that the media sees their communication as more passive and reactive than it actually is, which implicates a serious need of shift in communication patterns if these companies want to strive to gain mutual understanding and remotely positive attitude from the media during crisis situations.

Details

Journal of Communication Management, vol. 21 no. 2
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 1 April 2014

Mats Heide and Charlotte Simonsson

The article has two major purposes. The first purpose is to examine the roles and practices of communication professionals in relation to internal aspects of crisis communication…

16681

Abstract

Purpose

The article has two major purposes. The first purpose is to examine the roles and practices of communication professionals in relation to internal aspects of crisis communication. The second is to suggest new roles and practices for communication professionals that will enable a strategic approach to internal crisis communication. This article is based on empirical material from a larger three-year research project that focuses on internal crisis communication at a university hospital (UH) in Sweden.

Design/methodology/approach

This article is based on empirical material from a larger, three-year research project that focuses on internal crisis communication at a university hospital (UH). For the purpose of this article the authors have mainly analysed transcripts of 24 semi-structured interviews that lasted 1-1.5 hours each. The authors chose to interview both communication professionals and other key persons/crisis managers in order to have the role and practices of communication professionals elucidated not only from the perspective of communication professionals themselves.

Findings

A conclusion from the case study is that communication professionals have a rather limited role in internal crisis communication. Their role is primarily focused on information distribution through the intranet, even though they are also involved in strategic managerial work during the acute stage of the crisis. The communication professionals are first and foremost called for once the crisis has already occurred, which can be seen as a “communication on demand” approach, which limits a strategic orientation. In this paper some new roles and practices for communication professionals are suggested, which involve a strategic approach and cover all the stages of crisis.

Research limitations/implications

Future research needs to go deeper into the practices and processes of these roles.

Practical implications

Important prerequisites for fulfilling a strategic role as a communication professional are membership of the board, diversified communication roles, a developed managerial role, being closer to core operations, and legitimacy.

Originality/value

The absence of a strategic crisis management thinking and discourse in organisations delimits communication professionals to a technical role rather than a managerial and strategic role. Taking internal crisis communication seriously and adopting a broader view of crises will raise new demands on communication professionals, which go beyond the operational and tactical roles in the acute phase of a crisis.

Details

Corporate Communications: An International Journal, vol. 19 no. 2
Type: Research Article
ISSN: 1356-3289

Keywords

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