Managing and sharing H1N1 crisis information using social media bookmarking services

Social media outlets are becoming main stream venues for risk and crisis communication, and how information is shared is critical. Analysis of social bookmarks regarding H1N1 demonstrate the CDC was the most popular reference for information, individuals were strongly present, blogs were the most popular type of documents, and Twitter is the most popular source being referenced. The crisis communication literature has just started to address those stakeholders that are creating their own influence and messages online.     

Further explorations of post-crisis communication: Effects of media and response strategies on perceptions and intentions

Crisis communication represents a rapidly growing body of research and is seeing an increased use of experimental methods. However, the experiments have relied exclusively on print stimuli resulting in little knowledge of channel effects on crisis communication. This study evaluates the effects of different response strategies and media channels on respondents exposed to a crisis. The study used a 2 (crisis response: sympathy and compassion) × 2 (media: print and video) design. We selected two similar response strategies that could differ in terms of the additional cues provided by video. Results revealed virtually no meaningful difference between the use of video versus print or sympathy versus compensation.     

The Role of Emotional Response during an H1N1 Influenza Pandemic on a College Campus

This study investigates how both positive and negative emotions relate to stakeholders' attributions of crisis responsibility, relational trust, and willingness to engage in crisis-related information seeking from the organization. Structural equation modeling was used to analyze data obtained from a survey of 429 students in a university that experienced a large H1N1 influenza outbreak. Students felt several positive emotions more frequently than negative emotions during a flu pandemic. Crisis responsibility was associated with both negative and positive emotions, and these emotions were significant mediators between crisis responsibility and both relational trust and willingness to seek information from the organization in a crisis. Implications of these findings are discussed.     

How organizations framed the 2009 H1N1 pandemic via social and traditional media: Implications for U.S. health communicators

Through a quantitative content analysis, this study reveals how 13 organizations differently framed the 2009 H1N1 flu pandemic crisis via their traditional (n = 211) and social media (n = 534) responses. When framing the crisis as a disaster, a health crisis, or a general health issue organizations relied more on traditional than social media. However, they tended to use social media as much as traditional media when framing the pandemic as a general crisis. In addition, organizations relied more on traditional media to address emotions than on social media. Together, the study's findings provide applied and theoretical insights for scholars and crisis managers.     

The state of crisis communication research and education through the lens of crisis scholars: An international Delphi study

This Delphi study explores the status of crisis communication research and education qualitatively through the lens of 22 internationally recognized crisis communication scholars, systematically recruited and retained to serve on the crisis expert Delphi panel in a two-year span. Taking a multi-iteration consensus-building approach, this study enabled the expert panel to individually elaborate and collectively evaluate shared observations and insights regarding trends, patterns, and nuances in crisis communication as a unique interdisciplinary area of research and practice. The quality and impact of current scholarship, methodological rigor and diversity, and perceived knowledge gaps between academia and industry were compared and synthesized across countries. Consensus was achieved in the majority of the proposed questions. Results show challenges and particular deficiencies within the crisis communication research domain. The main challenge is bridging the gap between academia and industry. The lack of theory development and cross-cultural studies contribute to part of this challenge. The knowledge and perceptual gaps identified by our Delphi expert panel also suggest a need to align crisis communication academic research more closely with crisis communication teaching. Despite the increasingly broadened presence of crisis communication scholarship, it remains small and stunted at some universities. The discussions and insights that emerged in this Delphi study help pave the way for further research innovation and educational program development in crisis communication.     

Teaching crisis management in Arab universities: A critical assessment

This research looks at the teaching of crisis management at the colleges and departments of communication and public relations in the Arab world. Major findings of the study suggest that out of 24 colleges and departments of communication and public relations surveyed by this research, only two universities teach the course crisis management in their curriculum. The latest developments in the Arab world dictate new mechanisms in managing information and news and dealing with publics and the mass media locally and internationally. The new trends of teaching crisis management focus on the multidisciplinary approach which consists of a good knowledge of news management, dealing with the media, dealing with people, business administration, information technology, social and anthropological context. All these fields of knowledge are indispensable for understanding the general background of the issues and for choosing and selecting the best communication and persuasion techniques and tactics to manage crises effectively and successfully.     

The Effects of Corrective Communication and Employee Backup on the Effectiveness of Fighting Crisis Misinformation

Crisis misinformation, including false information about a crisis or a crisis-stricken organization, has become a fundamental threat to organizational wellbeing. Effective crisis response geared toward fighting crisis misinformation demands a more systematic approach to corrective communication. Grounded in misinformation debunking theory, this study aims to advance misinformation research in public relations and organizational crisis communication. An online experiment using a U.S. adult sample (N = 817) was conducted to examine the effects of corrective communication strategy (simple rebuttal vs. factual elaboration) and employee backup (present vs. absent) on perceived message quality, organizational reputation, and perceived crisis responsibility. Results show: 1) the use of factual elaboration and the presence of employee backup were direct contributors to crisis response effectiveness; and 2) perceived message quality mediates the effect of corrective communication. This study provides insights into advancing crisis communication theory and offers evidence-based recommendations for practitioners to combat crisis misinformation more effectively.     

Deny or bolster? A comparative study of crisis communication strategies between Trump and Cuomo in COVID-19

This study applied the situational crisis communication theory (SCCT) in political crisis communication amidst the COVID-19 outbreak, a “sticky crisis” that is longitudinal and politicized, thereby involving multiple challenges and complexities. Considering the critical role of Twitter in the information transmissions during the ongoing pandemic, this study considered politicians’ tweets as a proxy to access their crisis communication strategies and conducted a systematic content analysis to critically evaluate COVID-19 crisis communication strategies of two politicians, Trump and Cuomo, according to their perceived day-to-day circumstances during COVID-19. Three strategies categorized by SCCT, deny, diminish, and bolstering, surfaced with significance for both Trump and Cuomo. A new strategy specific to the political context, cohesion, was also identified. In addition, significant differentiation was observed in the strategic narratives between Trump and Cuomo, which reveals the evolving political dynamics in disease representation and crisis messaging. For example, Trump emphasized social exclusion and accusations of Democrats whilst Cuomo stressed care for vulnerable and minority groups and compassion delivery. Moreover, deny strategy, especially accusing other races, significantly boosted audience engagement for Trump. The results are discussed in relation to the idiosyncrasy of the complex COVID-19 pandemic and crisis communication in the political realm. Our findings demonstrate practical implications including online crisis messaging recommendations that foster public trust during politicized and polarized health emergencies and cultivate grounds for information exchange beyond partisan barriers.     

How College Students Spend Their Time Communicating

This study sought to assess how college students spend their time communicating and what impact, if any, communications devices may be having on how that time is spent. Undergraduates (N=696) at four southeastern colleges were surveyed. Results revealed that listening comprises 55.4% of the total average communication day followed by reading (17.1%), speaking (16.1%), and writing (11.4%). Each of these communication behaviors includes some aspect of Internet use. College students spend as much time listening to media as they do engaged in interpersonal interactions. New technology is changing the way mediated communication activities are perceived. A different paradigm of expressive, receptive, and interactive communication is offered.     

Preventing damage: The psychology of crisis communication buffers in organized sports

Sports crisis communication is a growing field of study, with research focusing on the image repair of athletes and teams, fan solidarity during crises, and the role of mass and new media in crisis development. However, reflecting a broader tendency in crisis communication to emphasize the study of response strategies at the expense of other factors, sports crisis communication research has not examined the unique factors in sports that prevent crises from causing severe image and reputation damage. In this paper, we apply Coombs’ notion of buffers to argue for new attention to two particularly important buffers in sports: communities and political economy. These buffers often preclude the need for any response at all, and crisis communication practitioners would do well to implement them around their own sports teams to prevent damage from crises.     

Getting emotional: An emotion-cognition dual-factor model of crisis communication

The effect of emotional experience on cognitive processes is an under-explored phenomenon in crisis communication research, despite indications of the increasing importance of emotion-based communication in the digital era. Emerging evidence indicates that the emotional experiences of publics play a critical role during organizational crises and determine the degree to which organizations are able to successfully devise communications that help them deal with such crises. Yet no comprehensive, theoretically sound model exists for analyzing how emotions influence the cognitive processing of crisis information. Our study proposes just such a model, capable of describing how cognition and emotion, separately or interactively, influence the publics’ processing of crisis information and consequently their attitudes and behaviors. Our model describes how emotional variables determine whether the publics take a cognition-oriented approach or an emotion-oriented approach to information processing and subsequent formation of interpretations, evaluations, and judgments directed toward organizations. Moreover, our model explains how an emotion-to-cognition assessment of publics’ attitudes is possible and makes a case for how it is critical for predicting and influencing the publics’ behavior during organizational crises. The hope is that this model will aid practitioners and academics in understanding why the publics’ emotions matter during crisis communication as well as how to craft more effective communication strategies as a result. Finally, several avenues for future research are suggested in order to test the validity of our conceptual model in different contexts.     

United Airlines’ and American Airlines’ online crisis communication following the September 11 terrorist attacks

The terrorist attacks of September 11, 2001, provided a challenging series of events for the crisis communication efforts of American Airlines and United Airlines. Based on crisis communication theory and organizational use of the Web, this study examined how the two companies used their Web sites during the first three weeks after the incidents as one means of conveying information following the attacks.Theoretically, analysis of incident-related segments of the two sites showed that the airlines evidenced key elements of crisis response. They provided instructing communication by giving facts, stating how their publics should take action, and providing information regarding how the problem was being corrected. Additionally, they offered adjusting communication through a series of condolence messages and links to relief organizations before emphasizing normal operations.From an online perspective, this study revealed that the Web enabled both companies to provide an immediate response to the attacks. The Web also allowed United and American to offer frequent updates about the incidents to their publics and to communicate their crisis response process to various publics simultaneously.     

How financial crisis history informs ethical corporate communication: Insights from corporate communication leaders

This study explored how financial crisis history can inform corporate crisis communication practice across industries and over time. Thirty-eight interviews with chief communications officers (CCOs) and their counselors were conducted to explore what lasting lessons these corporate communication leaders learned from their crisis communication practice during the 2008 Financial Crisis. Key lessons learned include: 1) the importance for corporations to tailor their financial communication strategies according to victim vs. perpetrator perception and ethical response expectations held by stakeholders; 2) the importance of stakeholders, and employees in particular, when creating and implementing the plan; 3) the balance between speed and legal concerns, as well as the need for reducing complexity by making sure stakeholder communications are delivered with clarity and accessibility; and 4) a recipe for success includes honesty, transparency, trust/integrity, taking action to reform questionable practices, and abiding by one’s own personal morals. Insights from this study shed light on how learning contributes to ethical corporate communication practice in times of crisis and crisis spillover.     

The role of empathy in crisis communication: Providing a deeper understanding of how organizational crises and crisis communication affect reputation

This study advances our theoretical knowledge of how organizational crises and crisis communication affect reputation. Prior research solely emphasizes the importance of organizational crisis responsibility in this process. Three experiments show that stakeholders’ empathy toward the organization provides a second explanation. The first two experiments demonstrate that victim crises not only inflict less reputational damage than preventable crises because stakeholders consider the organization less responsible for the events, but also because they are more likely to empathize with the company. The third study shows that empathy can also explain the outcomes of crisis communication. An apology arouses empathy among stakeholders and subsequently increases reputation repair, unlike denial. The role of empathy in the crisis communication process has implications for both theory and practice.     

The parallel power in organizations’ defense: Exploring faith-holders and their crisis communication

Publics can be active participants of discussions around organizational crises. Through digital media, they can provide information about a crisis, criticize crisis participants or defend the organization experiencing the crisis (Coombs & Holladay, 2014). Limited research exists on the active role of publics in defending the organization. A handful of studies have looked at crisis communication of active organization supporters, including faith-holders (Luoma-aho, 2015); however there is a limited amount of public relations scholarship about the nature of faith-holders, their communication under crisis circumstances, and whether they in fact attempt to help organizations in times of crisis. By using a combination of content analysis and rhetorical analysis, this paper examined the crisis communication strategies offered by the organization’s faith-holders in the comments to the crisis-related articles published on the websites of media outlets. Through a case study of Tesla Motors’ crisis, the paper determined that faith-holders are a powerful force in defending the organization during the crisis, using both traditional reputation repair strategies identified by Coombs (2015) as well as new strategies identified by the study. Faith-holders were not a monolithic group and differed in terms of what aspects of the organization they had faith. Their communication was not restricted by legal and ethical demands. The results provide insights into understanding of faith-holders’ communication during crises, and also highlight the need for reconsidering the situational crisis communication theory in respect to organizations' faith-holders.     

Faktoren der Veränderung des Selbst bei computervermittelter Kommunikation

Computer-mediated communication (CMC) influences the users’ self. Different expectations are currently made towards how the self may arise in an ‘a-social’ setting during the use of modern “Information” and communication technologies. Some of these discourses even observe a new potential for self-constructions. The conceptual frame of the paper is delivered by the combination of different social scientific approaches coming from Social Psychology, Sociology and Communications Studies. Based upon a series of experiments the paper investigates how the social self develops in CMC. Overall the self is moderated by the characteristics of the channel, by psycho-social and finally by socialisation variables. The influence of the channel is marked by immediate effects of certain cues. The psycho-social variable is the individual versus joint usage of CMC. The sociological dimension is the familiarity with CMC. Finally a model is discussed that introduces the prototypical character of CMC for the development of the self in further forms of mediated interpersonal communication.     

Enhancing Employee Engagement via Leaders’ Motivational Language in times of crisis: Perspectives from the COVID-19 outbreak

By bridging theoretical perspectives from diverse disciplines including public relations, organizational communication, psychology, and management, this study advances a sequential mediation process model that links leaders’ motivational communication—specifically, direction-giving, empathetic, and meaning-making language—to employees’ organizational engagement during times of crisis. The model incorporates employees’ psychological needs satisfaction and their subsequent crisis coping strategies so as to explain the process that underlies the effects of leader communication on employee engagement. We tested the model in a unique yet underexplored crisis context: organizational crises triggered by the global pandemic of COVID-19. The results of an online survey of 490 full-time U.S. employees provide strong support to the model’s predictions. Our research extends internal crisis communication scholarship in public relations by addressing what types of leader communication strategies as well as how these strategies contribute to employee engagement in a holistic fashion. It also advances theoretical development of the motivational language theory, self-determination theory, transactional model of stress and coping, and organizational engagement—the four theoretical bases of our study—in the context of organizational crises. Lastly, the study results provide timely practical insights on effective internal crisis communication.     

Crisis perceptions,relationship, and communicative behaviors of employees: Internal public segmentation approach

This study examines when and why employees engage in external communicative behaviors during the periods of a corporate crisis. Combining a cross-situational factor (i.e., pre-crisis relationship quality) and a situational factor (i.e., crisis-specific perceptions), this study segments internal publics to understand employees’ motivations of becoming advocates for or adversaries of their organization. The results of an online survey demonstrated that employees’ pre-crisis relationship to their organization plays a critical role in encouraging them to advocate for their company; meanwhile, their crisis-perception—whether they feel fewer constraints in solving a crisis—is more likely to make them share negative information externally. Segmented groups of employees with high levels of both relationship and activeness are most likely to engage in both positive and negative external communication behaviors. Theoretical and practical implications for public relations and internal crisis communication are suggested.     

Underlying processes of SCCT: Mediating roles of preventability,blame, and trust

Despite the prevalence of the situational crisis communication theory (SCCT; Coombs, 2007) in crisis communication research, few SCCT-based studies have examined how different crisis types affect post-crisis reputation. This study, therefore, attempts to uncover the underlying processes of SCCT. Specifically, this study examined preventability, blame, and trust as potential mediators of crisis type and organizational post-crisis reputation. A between-subjects experimental study (crisis type: victim vs. accidental vs. preventable) was conducted with 329 college students. The results revealed that crisis type had no direct effects on reputation, but it did affect preventability, blame, and trust. More significantly, the results showed that crisis type indirectly affected reputation in two distinct ways: (1) via a sequence of preventability and blame and (2) via trust. The study includes a discussion of theoretical and practical implications.     

Performative and subversive negotiations of face in parent–child communication about childbearing choice across generations

Some women who previously told others they never wanted to have children ultimately do become mothers. These women negotiate their own and their children’s childbearing identities. Using performative face theory, a critical poststructural interpersonal and family communication theory of identity and difference, this study analyzed intergenerational shifts in parent–child communication between families-of-origin (when participants were children) and families-of-creation (when participants were parents). Most participants described how their parents articulated either pronatalist face threats or antinatalist face support, which constrained possibilities for their childbearing identities. Participants, however, stressed that they have talked or plan to talk to their own children in a different, more neutral-natalist way by sharing their stories, emphasizing childbearing agency, and quietly desiring grandchildren. Negotiations of childbearing face are therefore informed by—and in turn sustain, resist, or sometimes subvert—discursive articulations of power/knowledge that circulate throughout culture about (never) having children.