Impacted publics’ perceptions of crisis communication decision making

This study focused on qualitative analysis utilizing the grounded theory approach to explore how impacted publics connected to an organization’s business interests perceive the complexities of crisis communication decision making. Referencing the Boeing 737 MAX 8 crashes in October 2018 and March 2019, respectively, the researcher conducted interviews with participants either affiliated with Boeing publics or affiliated with an organization within the same industry that could conceivably be connected in a similar hypothetical context. Coding resulted in the emergence of Publics’ Expectations, which are those expectations that an impacted public has in an organizational crisis situation where it is affected by the crisis communication of a central organization, as the core category. This was further subcategorized into Cognitive Empathy (impacted public empathizes or understands elements that introduce central organization reluctance to communicate), Crisis Communication (impacted public expectations of central organization communication), and Decision Making (impacted public expectations of complicated decision making), with corresponding components for each subcategory. Although the findings support many of the prevailing notions in Situational Crisis Communication Theory (SCCT) and other crisis communication theories, this study found that impacted publics might have higher levels of empathy for organizational realities than previously understood that reframes culpability as responsibility for the plight of your publics, not necessarily immediate outright responsibility for the crisis. This offers insights for a practical approach to crisis communication that is inclusive of publics, yet still fair to the organization that has to also represent its own interests.     

Southern knowledge online? Climate change research discoverability and communication practices

The networked age promises global digital cultures with flattened power relations, given the affordances of information and communication technologies to collapse distance, enable easier cross-country collaborations and create new opportunities for knowledge production and sharing. In the academic domains, indications are that knowledge patterns continue to reflect physically based geopolitical realities – where knowledge from the South is still peripheral while knowledge from the North still dominates in terms of all the conventional metrics. This study explores the potential role of digital affordances to challenge structural Northern bias and generates questions about knowledge production and dissemination in the climate change knowledge domain. It is framed by the field of scholarly communication within an African setting and by the emergent field of climate change which is fraught with debates and contestations, particularly regarding mitigation and adaptation. It draws on Southern theory which interrogates the global dynamics of knowledge production and dissemination. It explores the intersection of the discoverability and visibility of local climate change research methodologically from the outside in, through an experiment of searches for ‘climate change/South Africa’ and from the inside out by reviewing the online presence of one climate change group in a top-ranked African university.     

Contributions of the German “Expression Psychology” to nonverbal communication research

This is the third part of a series. Part I: Theories and Concepts appeared in Volume 3, Number 3 and Part II: The Face appeared in Volume 6, Number 4. In this part of the series a survey of the different techniques for the analysis of human movement behavior, as well as results of research and theorizing on gait, gestures, and body movement behavior is presented. It is demonstrated that Expression Psychology research of movement behavior is especially important for today's researcher because of the methods developed, while results are often anecdotal or dubious.Die Art und Weise nämlich, wie eine willkürliche Bewegung vollzogen wird, ist durch ihren Zweck nicht so genau bestimmt, dass es nicht mehrere Arten geben sollte, nach denen sie kann verrichtet werden. Dasjenige nun, was durch den Willen oder den Zweck dabei unbestimmt gelassen ist, kann durch den Empfindungszustand der Person sympathetisch bestimmt werden und also zu einen Ausdruck desselben dienenThe mode, the manner in which a voluntary movement is executed, is not a thing so exactly determined by the intention which is proposed by it that it cannot be executed in several different ways. That which the will or intention leaves undetermined can be sympathetically determined by the state of sensibility in which the person is found to be, and consequently can express this state.     

Contributions of the German “Expression Psychology” to nonverbal communication research

An attempt is made to survey research on nonverbal behavior performed by German speaking Expression Psychologists. In this first part of a series of articles (other parts will cover research on facial expression, body movement, and speech and voice) theories and concepts of this nearly unknown branch of psychology are reviewed and discussed. Topics include the nature of expressive behavior, the relation between states/traits and expressive behavior, and the perception of expressive behavior.... we should now concentrate on searching for new avenues of approach, particularly in the study of human social communication, without worrying too much about rigid conformity with the canons of experimental respectability. We need more ideas, not more experiments; any provocative theory would be preferable to the inductive collecting of bits and pieces that has become our respectable habit. (Israel & Tajfel, 1972, p. 4)Editor's Note: The subsequent three parts of this series, to be published in consecutive issues of theJournal, further explore this area of theory and research often little known to American psychologists. Comments and contributions about the series are welcomed.     

Do women have longer conversations? Telephone evidence of gendered communication strategies

We investigate whether there are systematic gender differences in communication behavior by telephone. First, we report a study of anonymized billing records of 3103 subscribers to a large mobile operator in Italy and Greece over 2 years from 2006 to 2008. Faced with identical tariffs, women make fewer calls than men, and their calls last 16% longer controlling for other factors. Secondly, we report a study of some 92,000 person-days of calls to call-center employees of a large consumer services company operator at four sites in Germany. Calls randomly allocated to women last 15% longer than those of men controlling for other factors. There is no evidence, however, that this results in the women being any less effective employees than the men; indeed, in operations involving sales where it is possible to measure productivity by this criterion, female employees make slightly more sales per shift than men. It appears instead to reflect systematic gender differences in communication strategies, though it may reflect also an element of preference by both men and women for speaking to women. The findings of both studies are highly statistically significant and are found across all age groups. The magnitude of gender differences is sensitive to the costs of communication. The results have implications for possible explanations of gender clustering in the labor market.     

How dialogic internal communication fosters employees’ safety behavior during the COVID-19 pandemic

As employees return to the workplace amidst the COVID-19 pandemic, ensuring safety and health at work remains a top priority for organizations. Grounded in dialogic theory and protection motivation theory, this study examines how dialogic communication, as a type of strategic internal communication, can encourage employees to engage in safety behaviors in the workplace during the COVID-19 pandemic via heightened efficacy and perceived threat. An online survey of full-time employees of different industries returning to the workplace during the COVID-19 pandemic is conducted. Results suggest that the communal relationship of employees with their organization, influenced by dialogic internal communication, fosters their efficacy and perceived threat of COVID-19 in the workplace, which in turn increases their safety behaviors. Theoretical and practical implications for public relations and internal communication studies are discussed.     

Parent–youth communication to reduce at-risk sexual behavior: A systematic literature review

There are nearly 110 million cases of sexually transmitted infections (STIs) in the United States. The Centers for Disease Control and Prevention estimate that annually there are more than 19.7 million new STI cases. Of those, more than half are accounted for by youth aged 15–24 years. Although some STIs are not considered to be life threatening, they can lead to severe health problems, risk of HIV infection, or infertility if they are not properly treated. Some research has shown that parent–youth communication can reduce youth’s at-risk sexual behaviors. The following is a systematic review of the literature on parent–youth sexual communication and family-level interventions designed to reduce risky sexual behavior in youth.     

What are they hearing? The impact of perceptions of parental communication on youth

Work and family domains mutually influence one another in positive and negative ways. A fair amount of evidence supports the spillover effects between these two domains. In addition, research on crossover supports how one spouse may be influenced by another spouse's spillover. Much less evidence exists about how it affects other family members, especially children. This qualitative interpretive study explores emergent themes related to youth perceptions of how their parents' work–family spillover impacts them. Using crossover as a guiding framework, youth (N = 55) participated in a semistructured interview about their perceptions of their parents' communication regarding blending work and family and how it impacts those youth participants. The analysis of the transcribed interviews revealed several emergent themes related to youth awareness of and the impact of work–family integration issues as well as youth perceptions about their own futures. The results suggest the ways in which socialization occurs through a socially constructed view of work and family and the impact those constructions have on vocational decisions.     

“Anonymity is part of the magic”: Individual manipulation of computer-mediated communication contexts

This study looks at the behavior of self-selected users of an electronic bulletin board system (BBS). Its goal is to investigate the reported lack of social context cues in computer mediated communication contexts. Using participant observation methods, the study demonstrates how BBS users establish online identities. The study also identifies communication leaders who maintain their identities and leadership roles through manipulation of the BBS social context. These findings appear to contradict perspectives that characterize computer-mediated communications as deindividuated (Kiesler et al, 1984).     

Turbulence in intercultural communication education (ICE): does it affect higher education?

This article examines a rather neglected context of intercultural education: intercultural communication education (ICE). ICE can be found in different fields such as business, applied linguistics, intercultural communication and health education, amongst others. The authors start by reviewing the latest and ongoing changes (‘turbulences’) in the way that ‘intercultural’ is conceptualized in this field and form a template for analysing a focus group with lecturers focusing on intercultural communication in the Nordic country of Finland. Our analysis shows that these practitioners, who are also researchers specialized in intercultural communication, share discourses about the importance of the ‘intercultural’ in education, but that they are unable to clearly position themselves within the existing polysemic definitions and approaches. The current turbulences seem to have very little coherent impact on the way they talk about the ‘intercultural’.     

“Us” versus “Them”: communication barriers in post‐socialist Russia

The paper addresses the general socio‐cultural consequences of economic and political globalisation. With regard to the dispute between “universalists” and “culturalists” it holds the view that—contrary to expectations of cultural convergence and the emergence of universal values and institutions‐‐the “universal grip” of globalisation has produced a mirror effect of “localisation”; it has strengthened old boundaries and created new ones between religions, ethnic groups, regions or nations. This is the background against which the present communication between East and West Europeans is explored in the paper.

For Europe, globalisation has some additional effects, such as the collapse of the Soviet system in Eastern Europe. There, (a) globalisation coincides with the painful process of political and economic transformation and (b) revitalises the pre‐socialist context of the West‐East dichotomy. It shows that the East European variety of the opposition global‐local acquires additional drama due to being superceded by the opposition West‐East: the defensive reactions against globalisation are sharper and more powerful—and they are largely perceived and experienced as an East‐West controversy.

The paper explores the new mental barriers between West and East, the “wall in the heads”, and presents them as a major obstacle to the effective interpersonal communication in post‐socialist Europe. It is based on field research in Russia and Germany and uses the concept of “otherness” (Fremdheit) and the related ingroup‐outgroup category as key instruments for the interpretation and understanding of intercultural situations. The strengthening of the “us vs. them” boundary largely determines the communication process: it creates potential for conflict and has a negative effect on the motivation for cross‐cultural learning. Some implications for cross‐cultural educators and trainers are pointed out.     

A window on the wider world? Rural children's use of information and communication technologies

The possibilities which information and communication technologies (ICT) offer people (or groups) to overcome the friction of distance and the constraints of materiality mean that these technologies are seen to have particular relevance in rural areas which have been historically characterised in terms of their economic and social perpheriality. In this paper, we draw on empirical research with children and their teachers and parents, to explore the opportunities which ICT are seen to offer young people living in rural areas. First, we examine the information that children access on-line and how young people make sense of this expanded terrain. Second we focus on communication, by considering children's use of email and chat rooms. Third, we explore how this information and these modes of communication may be shaping young people's sense of place in the world. Our findings expose a clear contrast between the ambitious and future orientated ways in which adults imagine ICT will expand their children's educational and employment opportunities, and social and spatial horizons, and the everyday ways in which these technologies actually emerge for children in practice.     

Is Integrated Reporting the silver bullet of financial communication? A stakeholder perspective from South Africa

Companies are being forced to critically re-evaluate how they communicate their financial information to stakeholders. Integrated Reporting, as mandated by the King III Report seeks to combine the reporting of financial and nonfinancial performance measures in a way that promotes corporate strategy. South Africa is leading the way in corporate governance and financial reporting with the first large-scale adoption of Integrated Reporting by listed companies. While there is a marked increase in financial communication from companies, it is not clear how all stakeholders use and value this information. The primary aim of this paper was to investigate how financial information is consumed within the ambit of the new financial reporting standards. Through a national online survey, this study found that very few stakeholders use the Integrated Reports as their main source of financial and investment information, and that these reports are seen as additional information. Annual and interim financial reports by companies are still the mainstay for corporate financial information. While stakeholders currently seldom use the Internet for financial information, they have indicated that they would increasingly prefer to do so. The paper concludes with a discussion of opportunities and challenges that future Integrated Reporting faces based on these findings.     

Exploring the relationship between corporate reputation and the public’s crisis communication on social media

Among traditional crisis communication research, the public is often treated as passive receivers of firm-dominated crisis communication. Social media has changed the situation since the public have now become senders and engage in secondary crisis communication (SCC) that affects corporate crisis management. However, our understanding of the mechanism of SCC on social media is still limited. This study aims to reveal how the public engages in the decision-making process related to SCC from a social control perspective by critically considering the broadcasting and social network functions of social media. Our research hypotheses were supported by a survey conducted after a real crisis in China. The results indicate that cognitive reputation results in SCC by causing the public to feel morally violated, and that such feelings of violation lead to individuals being more likely to engage in SCC given the perception of support for their opinions on social media. Thus, this research provides a better understanding of SCC from the public’s perspective in the context of social media.     

De-motivating employees’ negative communication behaviors on anonymous social media: The role of public relations

This study focuses on employees’ negative communication behaviors on anonymous social media and explores the effects of organizational antecedents on reducing their motives. Specifically, the effects of organizations’ symmetrical communication and organization-employee relationship (OER) on individuals’ social media usage motives (e.g., vent negative feelings, warn others) and negative behavioral intentions are examined. Results of an online survey of full-time employees in the United States show that the effects of OER on employees’ negative communication behavior intentions are mediated by their social media motives. Symmetrical communication had a large positive effect on OER, which in turn decreased their motives to share negative contents on anonymous social media. Theoretical and practical implications for public relations and employee behaviors are discussed.     

Public diplomacy networks: China’s public diplomacy communication practices in twitter during Two Sessions

This study illustrates the Two Sessions and proposes the concept of public diplomacy network to investigate the effect of China’s public diplomacy communication on Twitter. Twitter data comprising 14,874 tweets and 7773 users was collected during March 5 to March 20 in 2018, the combination of social network analysis and content analysis were employed from a holistic, relational and networked approach. The results present public diplomacy networks’ structural characteristics, key participants’ networking patterns, communication strategies, issue participation, and homophily effect that participants who take the same attitude towards China (negative & neutral or positive) are clustered in each group. In conclusion, although China’s state-owed media takes the lead in public diplomacy communication, foreign practitioners dominate the NGOs, researchers, correspondents, and generally take negative attitude towards China. China’s media outlets underperform in allying closely, and China is entrenched in traditional one-way monologue. The theoretical, methodological and practical implications are addressed.     

Telephone communication with children as part of the self‐care arrangement: A research note

Children in self‐care (latchkey) arrangements have been portrayed as a population at risk, and this has recently led to research investigations, social policy discussions, and legislative proposals. This study examines selected characteristics of mother, child, and family, and the amount of time children spend in self‐care, for their influences on the use of the telephone to communicate with children in self‐care. The analysis builds on earlier studies that indicate the importance of time, child's age, and mother's employment for understanding the growing phenomenon of self‐care. The results of multiple regression analyses are presented and discussed. As expected, the age of the child is the most important variable in predicting the length of time spent in self‐care. The age of the child and the length of time spent in self‐care are the strongest predictors of telephone communication with children in self‐care arrangements.     

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.     

Social media advocacy and gun violence: Applying the engagement model to nonprofit organizations’ communication efforts

Applying the model of engagement, this study tests the effectiveness of social media advocacy strategies, framing, and mobilizing information related to nonprofit organizations’ communication about the issue of gun violence. An online experiment revealed successful social media advocacy strategies within the engagement model. Two key components of social media advocacy were identified: (1) public relations practitioners’ roles in shaping messages and mobilizing publics; (2) the important role of marginalized groups and individuals in issue amplification.     

When political candidates “go positive”: the effects of flattering the rival in political communication

In the field of political communication, the effects of negative propaganda strategies have been long studied. In the current work, I investigated the perceived and actual persuasiveness of an unexplored positive propaganda strategy, i.e., addressing a flattery to the rival in a political speech. In a 2 × 2 full-factorial design experiment, a fictitious candidate (a man or a woman) flattered, or did not flatter, an opponent in a political speech. Results showed that when the candidate flattered a rival s/he influenced the likelihood of being voted through source trustworthiness evaluation, irrespective of the candidate’s gender. Theoretical and practical implications are discussed.