From tsunami through terror attacks to Covid-19: crisis communication strategies and recovery campaigns to combat Thailand’s tourism crises

On November 18, 2018, the Italian fashion house Dolce & Gabbana (D&G) released a controversial video on all their social media channels. The video triggered an instant outcry from the general Chinese public, who called the video a racist caricature of Chinese culture. D&G responded to the crisis with several image repair strategies. This study examines D&G’s crisis communication efforts in the wake of this incident. Departing from corporate-oriented perspectives prevalent in the field of public relations, this study employs a dynamic, public-oriented view of crisis communication, which focuses on the dynamic, interactive process of crisis development from the standpoint of the publics. By analyzing communicative behavior on Twitter (an increasingly influential alternative public sphere in China) and in particular, comments and responses toward the crisis communication strategies employed by D&G, we have identified four prominent themes, or ways that publics framed their key messages against the corporation: “Apology not enough”; “Apology done badly”; “Call to unite against D&G”; and “Sarcasm, mockery, and abuse.” And they can be interpreted as a number of crisis communication strategies of the global, online publics. Based on our analysis of the D&G case, we discuss the theoretical implications of a dynamic, public-oriented perspective (DPOP) on crisis communication, highlighting its key areas of difference from the corporate-oriented perspective (COP).

Download Full-text

Information Communication Technologies (ICTs), Crisis Communication Principles and the COVID-19 Response in South Korea

Journal of Creative Communications ◽

10.1177/0973258620981170 ◽

2021 ◽

pp. 097325862098117

Author(s):

Hye-Jin Paek ◽

Thomas Hove

Keyword(s):

Crisis Communication ◽

Large Scale ◽

Communication Strategies ◽

Disease Outbreaks ◽

Information Communication ◽

Information And Communications Technologies ◽

The South ◽

South Korean ◽

Infectious Disease Outbreaks ◽

Control Programmes

This case study highlights several communication insights that have emerged from the South Korean national response to COVID-19. In particular, it focuses on how innovative disease control programmes and information and communications technologies (ICT) have been used in conjunction with appropriate message strategies. The South Korean government used ICTs in a variety of ways to enhance crisis communication, coordinate large-scale public health efforts and supply chains, and facilitate widespread adoption of preventive measures such as social distancing and mask wearing. The response and communication strategies were based on principles established by research in social sciences and recommended for pandemic response, including social marketing, crisis communication, and normative influence. South Korea’s COVID-19 response and communication strategies can provide useful insights for national efforts to manage COVID-19 and other possible future infectious disease outbreaks.

Download Full-text

Crisis Communication and the Norwegian Authorities

Nordicom Review ◽

10.1515/nor-2015-0005 ◽

2015 ◽

Vol 36 (1) ◽

pp. 51-64 ◽

Cited By ~ 2

Author(s):

Soilikki Vettenranta

Keyword(s):

Crisis Communication ◽

Special Focus ◽

The Public ◽

World State ◽

Terror Attacks ◽

State Of Mind ◽

Technical Rationality ◽

Youth Camp ◽

The Difference ◽

The Government

Abstract The present article examines how crisis communication after catastrophes can strengthen society or undermine trust, credibility and confidence between the authorities and the general public. The two cases examined are the Norwegian authorities’ communicative response to the Chernobyl power plant disaster on 26 April, 1986, and the terrorist attacks on the government complex in Oslo and the Labour Party youth camp on the island of Utøya on 22 July, 2011. The analysis compares the initial phase of crisis communication. A serious communication crisis arose between the authorities and the public after Chernobyl, while communication during the early days after 22 July was successful. The difference is explained by the concept of rationality; crisis communication after Chernobyl was based on technical rationality, whereas communication after the terror attacks was grounded on the rationality of caring. The theoretical framework originates from Heidegger’s existential phenomenology with special focus on the existentiales Being-in-the-World, State of Mind and Care.

Download Full-text

Evaluation of Research Trends in Social Media Crisis Communication

Digital Services in Crisis, Disaster, and Emergency Situations - Advances in Human Services and Public Health ◽

10.4018/978-1-7998-6705-0.ch008 ◽

2021 ◽

pp. 177-198

Author(s):

Daniel Ikesinachi Nwogwugwu

Keyword(s):

Social Media ◽

Content Analysis ◽

Crisis Communication ◽

Communication Strategies ◽

Research Trends ◽

Comprehensive Review ◽

Speed Of Response ◽

Organizational Reputation ◽

Social Media Platforms

An organization's survival during a crisis often depends on its speed of response. The introduction of social media into crisis communication discourse has meant that organizations must revisit their crisis communication strategies. This chapter explores a content analysis of the integration of social media platforms into crisis communication based on a comprehensive review of eight purposively selected crisis studies conducted globally. Findings revealed that Facebook and Twitter are increasingly employed as platforms for crisis communication. It was also discovered that responding to crises promptly, and engaging with the publics before, during, and after crises are crucial to managing organizational reputation. Social media platforms are also capable of spreading mis(information) about crises. Thus, organizations are advised to fully integrate and adopt social media into their crisis communication plans. This chapter extends our understanding of how social media platforms contribute to crisis communication discourse.

Download Full-text

Improving Crisis Communication Efficiency Through Nudging

10.4018/978-1-7998-7503-1.ch007 ◽

2022 ◽

pp. 142-160

Author(s):

Till Neuhaus

Keyword(s):

Human Behavior ◽

Crisis Communication ◽

Critical Reflection ◽

Communication Strategies ◽

Human Perception ◽

Human Action ◽

Communication Tool ◽

Theoretical Assumptions ◽

Intentional Change ◽

Communication Efficiency

Human action is not rational, and this irrationality manifests itself especially in decisions under uncertainty – the COVID-19 pandemic is one example of many in this respect. At the same time, various branches of research have been able to identify systematic patterns in irrational human behavior, and these have been attempted to be subsumed under the umbrella term of 'nudging'. Nudging describes the intentional change of decision architectures with the purpose of transforming irrationalities and/or distortions of human perception into predictable action. Thus, nudging represents a potent communication tool, especially in crisis communication scenarios. After presenting the basic theoretical assumptions of nudging, two examples of highly effective crisis communication strategies employed during the COVID-19 pandemic will be used to illustrate, contextualize, and reflect on central mechanisms and workings of nudging. This chapter ends with a summary of the most central findings as well as a critical reflection on potential future fields of action.

Download Full-text