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.

The perils of a science of intentional change

2014 ◽  
Vol 37 (4) ◽  
pp. 427-428
Author(s):  
Muhammad Ali Khalidi
Keyword(s):  
Social Change ◽  
Human Behavior ◽  
Human Action ◽  
Social Processes ◽  
Applied Science ◽  
Moral Hazards ◽  
Ethical Concerns ◽  
Intentional Change ◽  
Social Arrangements

AbstractThe attempt to construct an applied science of social change raises certain concerns, both theoretical and ethical. The theoretical concerns relate to the feasibility of predicting human behavior with sufficient reliability to ground a science that aspires to the management of social processes. The ethical concerns relate to the moral hazards involved in the modification of human social arrangements, given the unreliability of predicting human action.

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.

Facebook als corporate-communicatietool voor bedrijven?

2015 ◽  
Vol 43 (1) ◽  
Author(s):  
Hannelore Crijns PhD ◽  
Liselot Hudders ◽  
Verolien Cauberghe ◽  
An-Sofie Claeys
Keyword(s):  
Content Analysis ◽  
Social Network ◽  
Public Relations ◽  
Communication Strategies ◽  
Corporate Communication ◽  
Marketing Communication ◽  
Communication Tool ◽  
Social Network Site ◽  
Network Site ◽  
The Social

Facebook as a corporate communication tool for companies? A content analysis of the communication strategies of reputable Belgian companies on the social network site Facebook as a corporate communication tool for companies? A content analysis of the communication strategies of reputable Belgian companies on the social network site This study used a quantitative content analysis to investigate how twelve reputable Belgian companies use Facebook as a corporate communication tool. Findings indicate that companies use Facebook more often to post public relations than marketing communication content. The former is also more often shared than the latter. However, the latter creates more engagement in terms of reactions of the company on comments of users. Furthermore, about one fourth of the company posts did not generate any written reactions from users and can be classified as one-way communication. Almost 40% of the posts generated reactions from the users. To conclude, in one third of the cases companies reacted on these reactions of users, and results reveal that this is more often the case when it concerns public relations content than marketing communication content. Reputation score was not able to predict the communication strategy used on Facebook.

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.

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
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