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This chapter summarises the findings of a case study on social media activity during the 22 July 2011 terrorist attacks in Norway. Based on these findings and on theories and previous research on the role of social media in situation awareness (SA) configuration during crisis situations, the chapter offers seven recommendations for key communicators in official crisis management and response institutions, journalistic institutions, NGOs and others: (1) acknowledge social media as important and master monitoring and management of features across social media; (2) synchronise communication and establish a standard operating procedure (SOP); (3) establish and make known a joint social media emergency account; (4) participate, interact and take the lead; (5) be aware of non-hashtagged content; (6) implement verification tools and practices and (7) engage with and learn from celebrities.

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.

This chapter analyses the Norwegian Twitter-sphere during and in the aftermath of the terrorist attack in Norway on 22 July 2011. Based on a collection of 2.2 million tweets representing the Twitter-sphere during the period 20 July–28 August 2011, the chapter seeks answers to how the micro-blogging services aided in creating situation awareness (SA) related to the emergency event, what role hashtags played in that process and who the dominant crisis communicators were. The chapter is framed by theories and previous research on SA and social media use in the context of emergency events. The findings reveal that Twitter was important in establishing SA both during and in the aftermath of the terrorist attack, that hashtags were of limited value in this process during the critical phase, and that unexpected actors became key communicators.

Technical solutions can be important when key communicators take on the task of making sense of social media flows during crises. However, to provide situation awareness during high-stress assignments, usability problems must be identified and corrected. In usability studies, where researchers investigate the user-friendliness of a product, several types of data gathering methods can be combined. Methods may include subjective (surveys and observations) and psychophysiological (e.g. skin conductance and eye tracking) data collection. This chapter mainly focuses on how the latter type can provide detailed clues about user-friendliness. Results from two studies are summarised. The tool tested is intended to help communicators and journalists with monitoring and handling social media content during times of crises.

The chapter provides recommendations for key communicators’ social media use during pandemic threats. Recommendations are based on findings from two sets of case studies during the 2014–2015 outbreak of Ebola in West Africa: the use by authorities in UK and Norway during the 2014–2015 West African Ebola outbreak; and the use by established media in the UK.

The purpose of this paper is to explore managers’ perspectives on and practices of internal crisis communication in multicultural environments.

After a review of relevant literature on crisis, culture and internal communication to define the framework and relevance of this study, results from qualitative interviews with Danish managers are presented.

Interviewees acknowledge the relevance of the cultural backgrounds of employees in relation to internal communication, especially in crisis situations. Cultural aspects affect message framing and employee sensemaking, especially when it comes to employees located in other countries. Line managers and local communicators are key in the adaptation of verbal and non-verbal communicative features. Employees are also seen as active sensegivers and communicators.

Findings show how demographic and globalisation patterns, which are changing domestic and international workplaces, have important implications for internal communication and internal crisis communication. There is therefore a call for further research, especially from the perspective of employees.

Although cultural aspects have been highlighted as a recurrent feature of most crises today, and one of the new research areas to be explored, studies within this area are very few and concern mainly external audiences and practices. The present research study contributes to this overlooked area by offering valuable insights into internal crisis communication in organisations with a multicultural environment.

This paper provides a description of the present structure and main channels of information, education and communication in Vietnam: the mass media; face‐to‐face communication; print materials; and opportunistic activities. These communication channels have traditionally been used separately, with limited inter‐sectoral collaboration for planning and limited resource allocation. This paper introduces an approach that has been designed to build on and strengthen existing capacity, quality and delivery of information, education and communication in Vietnam. The approach is based on the understanding that information, education and communication is more effective when a combination of channels is used as a part of the same intervention. The paper discusses some of the key challenges to transforming information, education and communication into a more sophisticated communication model. The paper may be of particular interest to practitioners in countries that are undergoing a similar transition and use similar structures and channels for communication.

Working memory (WM) is a key component of effective and efficient communication in typical communicators, with, potentially, even greater significance for those who benefit from augmentative communication. This study aims to explore the emergence of WM strategies in children with complex communication needs who may be reliant on aided communication strategies.

A quasi‐experimental repeated measures, multi‐factorial research design, comparing 30 children with complex communication needs (CCN) aged three to six years and 30 age‐matched typically developing peers. Picture stimuli representing verbs and adjectives in three categories: control words, long words and phonologically similar words are presented visually or silently in sequences of increasing length to establish each participant's memory span.

Articulatory rehearsal does not appear to be used as a memory strategy with verb material. With adjective material, there is limited evidence of emerging articulatory rehearsal at age six. Input modality does not influence rehearsal of either verbs or adjectives.

The study is small scale and exploratory, but there are suggestions that both groups of participants handle verb and adjective material differently to noun material.

Emerging WM skill in children with CCN needs to be considered in relation to the use of speech generating technology.

This paper contributes to understanding of the development and potential influence of WM in efficient aided communication.