The Effects of Government Crisis Communication Strategies on the Level of Trust to Government and Communication Intention Among Publics - Buffering Effects of Authenticity in the Case of Sewol Ferry Tragedy

2016 ◽  
Vol 18 (3) ◽  
pp. 32
Author(s):  
Wonjun Chung
Keyword(s):  
Crisis Communication ◽  
Communication Strategies ◽  
Buffering Effects

Rethinking crisis dynamics from the perspective of online publics: A case study of Dolce & Gabbana’s China crisis

2021 ◽  
pp. 2046147X2110268
Author(s):  
Zhuo Ban ◽  
Alessandro Lovari
Keyword(s):  
Public Relations ◽  
Public Sphere ◽  
Crisis Communication ◽  
Chinese Culture ◽  
Communication Strategies ◽  
Interactive Process ◽  
Communicative Behavior ◽  
Media Channels ◽  
Chinese Public

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).

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

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.

Evaluation of Research Trends in Social Media Crisis Communication

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.

Improving Crisis Communication Efficiency Through Nudging

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.

When love becomes hate: how different consumer-brand relationships interact with crises to influence consumers' reactions

2020 ◽  
Vol 25 (3) ◽  
pp. 357-375 ◽  
Author(s):  
Liang Ma
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Brand Relationships ◽  
Content Type ◽  
Different Types ◽  
Buffering Effects

PurposeA well-accepted proposition in the literature of corporate strategic communication and public relations is that consumer-brand relationships (CBRs) affect corporate crisis communication. However, it is inconclusive whether CBRs protect or work against brands, because both buffering effects and love-becomes-hate effects have been found. This study attempts to explain and bridge the seemingly inconsistent findings by clarifying the effects of different types of CBRs in different brand transgressions.Design/methodology/approachRe-conceptualizing CBRs into non-identifying relationships and identifying relationships, this study examined the possible interaction effects of CBRs and crises on consumers' attitudes and emotions, which then influence their behavioral intentions. A three-step multi-group structural equation modeling (SEM) was used to analyze the data collected from an online experiment with nearly 900 consumers of two brands.FindingsAlthough non-identifying relationships offer buffering effects, identifying relationships primarily offer love-becomes-hate effects by intensifying negative emotions such as anger and disappointment, which in turn affect consumers' behavioral intentions. Such patterns hold regardless of whether a crisis directly threatens the core meaning of the brand.Originality/valueThis study clarifies the effects of different types of CBRs in crises and shows that deep psychological connections (i.e. identifying relationships) offer love-becomes-hate effects. It suggests that one promising future research direction for crisis communication and public relations scholars is to examine how to mitigate such love-becomes-hate effects so that brands can keep their loyal consumers.

Crisis communication strategies: a case of British Petroleum

2013 ◽  
Vol 45 (7) ◽  
pp. 383-391 ◽  
Author(s):  
Aikaterini C. Valvi ◽  
Konstantinos C. Fragkos
Keyword(s):  
Crisis Communication ◽  
Communication Strategies ◽  
British Petroleum

How publics respond to crisis communication strategies: The interplay of information form and source

2011 ◽  
Vol 37 (4) ◽  
pp. 345-353 ◽  
Author(s):  
Brooke Fisher Liu ◽  
Lucinda Austin ◽  
Yan Jin
Keyword(s):  
Crisis Communication ◽  
Communication Strategies
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