Preparing to face the media in times of crisis: Training spokespersons’ verbal and nonverbal cues

Seventeen in-depth interviews with professional media trainers from Belgium were carried out to examine which recommendations are offered during media training of organizational spokespersons. The interviews reveal the recommendations of media trainers concerning verbal, visual, and vocal cues of spokespersons, with special focus on addressing the media in times of organizational crisis. The findings offer a structured overview of practical recommendations given by media trainers to organizational spokespersons. In addition, the findings put the scarce academic literature about the optimal verbal and nonverbal delivery of crisis responses into perspective, by showing if and how those theoretical aspects are addressed in practice. Based on these insights a research agenda for crisis communication delivery is set.     

Explicating trust and its relation to dialogue at a time of divided societies

Values, beliefs, opinions and attitudes on issues (such as religion, LGBTQ, immigration, etc.), and the proliferation of social media platforms have made society not only more diverse but also more divided. Competing and conflicting views and attitudes result in more schisms and disengagement. In addition, conflicts and disagreements on various issues also have resulted in a lack of trust and a reluctance of organizations and publics to engage in meaningful communication. As a result, developing trusting relationships by facilitating dialogues is significant. Trust has been an important construct in past research on organization-public relationships. However, the concept of trust has rarely been discussed in-depth in public relations literature. This special section of Public Relations Review, entitled Enhancing Dialogue and Trust in Diverse Societies, examines whether the current definitions of trust and its dimensions in the public relations literature are adequate in an organization-public dialogic communication setting.     

How publics react to situational and renewing organizational responses across crises: Examining SCCT and DOR in social-mediated crises

The prevalence of social media among networked publics calls for more research regarding how organizations can conduct effective crisis communication on social networking sites. Based on the situational crisis communication theory (SCCT) and the discourse of renewal (DOR) theory, this study examined how social media publics’ sentiments were affected by situational and renewing organizational responses in various clusters of crises. Twitter data of six crises representing three crisis clusters varying in the responsibility attribution (i.e., ambiguous, accidental, and preventable) were collected. We conducted a content analysis on organizations’ official tweets during crises (N = 59) and sentiment analysis on publics’ replies on Twitter (N = 4,340). The results showed that publics’ positive sentiments toward organizations were affected by organizational crisis responses that included instructing information, sympathy, systemic organizational learning, and effective organizational rhetoric. We recommend that crisis managers express sympathy toward publics as well as organizational learning that prevents a crisis from happening again.     

Developing a multi-level organization-public dialogic communication framework to assess social media-mediated disaster communication and engagement outcomes

Dialogic communication has long been viewed as vital for effective organization-public relations. Yet, it is under-theorized whether and how organizations’ disaster communication messages may embody dialogic communication principles, and how various dialogic features are associated with different public engagement outcomes on social media. Extending the Organization-Public Dialogic Communication (OPDC) framework to the context of social media-mediated disaster communication, we propose a multi-level framework to assess the dialogic capacity of Facebook messages sent by disaster management organizations during a natural disaster. Three levels of dialogic communication characteristics (i.e., message structure-level, topic-level, and linguistic level) are examined using content analysis and Linguistic Inquiry and Word Count (LIWC). Results identified media richness, correcting, and confirming topics as three consistent predictors of public engagement of all types. Meanwhile, there exhibit greater variations regarding how other topical features and linguistic characteristics are related to public’s cognitive, emotional, and behavioral engagement during a disaster.     

Do rich teens get richer? Facebook use and the link between offline and online social capital among Palestinian youth in Israel

Studies have shown that using social networking sites contributes to social capital. This study investigated the association between specific features of Facebook and online social capital. Two contrasting hypothesis were tested. The first posits that the rich get richer, meaning that the creation of social capital online reflects the stock of offline resources already available. In contrast, the compensation hypothesis argues that disadvantaged ethnic minorities are more likely to use social media to compensate for their lack of social capital offline. We tested these two theories among a representative sample of Palestinian teenagers (N?=?567). While we found no gender differences in the use of Facebook’s features, our results highlight the positive correlation between the use of active and passive communication features and perceived social capital online. Moreover, the results support the rich-get-richer model; in that, even among this socially disadvantaged group, the youngsters who already had a store of social capital offline benefitted more from using Facebook.     

The sociolinguistics of late modern publics

This issue examines struggles over public discursive power in late modern society, understanding that late modern publics are characterized by a destabilization of formerly unmarked public authorities, in other words, an unsettling of standardized “voices from nowhere” (Gal & Woolard, 2001). The contributions to the issue illustrate traditional social and academic elites’ discursive reactions to such developments. In the introduction, we outline different theoretical frameworks of modern and late‐modern publics, identify factors that contribute to a destabilization of modern certainties of social public order, and argue that a weakening of traditional public norms not only implies emancipation but also, as the contributions to the issue demonstrate, may bring along new forms of public dominance. For the positioning of contemporary sociolinguistic theory and practice, we conclude that it is the crucial task of the current public moment to critically self‐engage with our own relations with, and ideologies of, the public. Dieses Themenheft befragt Strukturen öffentlicher Diskursmacht in spätmoderner Gesellschaft und zeigt auf, dass spätmoderne Öffentlichkeit durch eine Destabilisierung von vormals unmarkierten Autoritäten ist, in anderen Worten, von standardisierten “voices from nowhere” (Gal & Woolard, 2001). Die Beiträge illustrieren Reaktionen traditioneller sozialer und akademischer Eliten hierauf. In dieser Einleitung skizzieren wir verschiedene theoretische Zugänge zu moderner und spätmoderner Öffentlichkeit, identifizieren Faktoren, die zu einer Destabilisierung von sozialen Gewissheiten der Moderne beitragen und legen dar, dass eine Schwächung traditioneller öffentlichen Normen nicht nur soziale Emanzipation impliziert sondern, wie die Beiträge zu diesem Heft zeigen, auch neue Formen öffentlicher Dominanz hervorbringt. In Bezug auf zeitgenössische soziolinguistische Theorie und Praxis schlussfolgern wir daraus, dass es im aktuellen öffentlichen Kontext eine zentrale Aufgabe der Soziolinguistik ist, sich kritisch mit den eigenen Beziehungen zu und Ideologien von Öffentlichkeit befassen. Das Themenheft soll zu dieser Auseinandersetzung beitragen.     

Symposium on political communication and social movements: audience,persuasion, and influence

ABSTRACT

This article argues that an important contribution that political communication can offer social movement studies is a more variegated understanding of social movement audiences and their role in social movement strategy and processes. Specifically, the article introduces a coarse typology of social movement audiences and discusses the importance of understanding differences in the goals of these audiences and what kinds of influence, from messaging or other forms of pressure, may be important to affect different audiences in movements’ favors. The article also examines the ways in which audiences are active, shaping what messages they are exposed to, consume, believe, and act upon. The call of the article is to bring a concern for audiences into social movement studies in the hopes of wedding these more media and communication-focused concerns with the kinds of structural and material influences social movement studies is so accomplished in investigating.     

Creating a positive emotional culture: Effect of internal communication and impact on employee supportive behaviors

The study surveyed 506 employees in the United States to test the effect of internal communication (i.e., corporate-level symmetrical and leadership-level responsive communications) on fostering a positive emotional culture characterized by companionate love, joy, pride, and gratitude. In addition, we tested the interplay between corporate internal communication and a positive emotional culture and its influence on supportive employee behaviors, specifically, organizational citizenship behavior (OCB) and employee advocacy. Results indicated that symmetrical communication and responsive leadership communication cultivated a positive emotional culture in organizations. Such culture also fostered employee OCB and advocacy. Moreover, corporate symmetrical communication directly and positively influenced employee OCB. Finally, this study found that employee OCB positively affected employee advocacy. The theoretical and practical implications of the findings for public relations scholars and practitioners were discussed.     

全媒体时代基层民主协商的传播创新与经验启示——以浙江省温岭市为例

新媒体技术的发展给国家治理现代化带来新机遇的同时，也带来了新挑战。全媒体时代，温岭民主恳谈制度在地方政治家的推动下实现了传播创新，找到了全社会意愿和要求的最大公约数，更加广泛了解民意集聚民智，更加深入化解矛盾，最大限度凝聚共识，深化了民主恳谈这一颇具地方特色的协商民主模式。温岭的创新实践表明，互联网治理同国家治理现代化具有直接的同构性，新媒体提供了新资源和新契机，传播创新使民主恳谈的协商功能进一步深化，社会整合效果明显。在全媒体时代，正向传播效应需要协同推进，执政党要架构新机制，协同推进基层民主协商的正向传播，助推社会有效整合。     

Communicating Geographical Risks in Crisis Management: The Need for Research

In any crisis, there is a great deal of uncertainty, often geographical uncertainty or, more precisely, spatiotemporal uncertainty. Examples include the spread of contamination from an industrial accident, drifting volcanic ash, and the path of a hurricane. Estimating spatiotemporal probabilities is usually a difficult task, but that is not our primary concern. Rather, we ask how analysts can communicate spatiotemporal uncertainty to those handling the crisis. We comment on the somewhat limited literature on the representation of spatial uncertainty on maps. We note that many cognitive issues arise and that the potential for confusion is high. We note that in the early stages of handling a crisis, the uncertainties involved may be deep, i.e., difficult or impossible to quantify in the time available. In such circumstance, we suggest the idea of presenting multiple scenarios.