Digital Crisis Communication Management

2022 ◽  
pp. 307-321
Author(s):  
Deniz Özer ◽  
Ümmü Özlem Çerçi
Keyword(s):  
New Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Communication Process ◽  
Communication Management ◽  
Ministry Of Health ◽  
Turkish Republic ◽  
Institutional Image ◽  
External Communication ◽  
External Stakeholders

Public relations is a communication process managed strategically and in a planned way. It includes all internal and external communication activities of institutions, including communicating with the target audience, providing information, creating an institutional image. Institutions face uncertainties, unexpected situations, and dangers in times of crisis; they make an effort to seize every opportunity to cope with these. Under changing conditions outside of the normal order, institutions have to act strategically. Institutions that do not care about these strategic studies will have less chance of success. Gaining and maintaining the trust of the internal and external stakeholders of the institution is much more important in times of crisis. The aim of the study is to reveal how crisis communication is handled in the digital environment, also called new media, in the COVID-19 pandemic that affects the whole world. In the study, communication activities of the Ministry of Health of the Turkish Republic will be investigated.

E communication in crisis communication Best practice for tourism destination management organizations

2019 ◽  
Author(s):  
Antonella Capriello ◽  
Simone Splendiani
Keyword(s):  
New Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Best Practice ◽  
Communication Strategy ◽  
Support Network ◽  
Tourist Destinations ◽  
The Difference ◽  
Destination Management Organizations ◽  
The Impact

The role of crisis communication is becoming increasingly important in disaster management, especially considering the impact that disasters can have on the image and reputation of tourist destinations. Although the literature has begun to focus on this topic in recent years, the greater number of natural disasters and the impact of new media communication tools, make this theme particularly interesting for further scholarly investigation. Developing an effective crisis communication strategy requires consideration of the role that local authorities, including destination management organizations (DMOs) play, the channels they use, and the content that should be included. Numerous authors have analyzed this issue from a chronological perspective in terms of the difference phases of a crisis starting from preparation and ending with recovery. However, a series of strategic requirements emerge alongside these phases for successful crisis management, including: - Cooperation with the media in providing information to the public; in particular, imparting a consistent message to all stakeholders to build credibility and preserve the image of organizations and destinations. - Preparedness and the capacity to plan an effective communication response to a crisis in advance, paying attention to the specific characteristics of each case. - The development of a public relations plan that creates a support network for the dissemination of communication across multiple channels facilitated by the web and Information Communications Technologies (ICTs).

scholarly journals MEMBANGUN INTERAKSI DAN KOMUNIKASI INTERPERSONAL YANG EFEKTIF : KOMPETENSI HUMAS BERKOMUNIKASI DI FACEBOOK

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Fazil
Keyword(s):  
New Media ◽  
Public Relations ◽  
University Students ◽  
Social Networking ◽  
Interpersonal Communication ◽  
Social Networking Sites ◽  
Public Information ◽  
Public Affairs ◽  
Communication Process ◽  
Information And Communication

Retrieved from kominfo.go.id, the Director of Information Services of International Directorate General of Public Information and Communication, Selamatta Sembiring, said that 95 % of internet users accesses social networking sites. The most accessible social networking sites are Facebook and Twitter. This research uses descriptive qualitative approach by using methods which are data collection, interview, and documentation. The interaction in interpersonal communication on Facebook tends to be similar to the daily interpersonal communication. Both of them have similar steps of daily interpersonal communication process as proposed by Devito (1997:233) which are contact, involvement, familiarity, destruction, and termination. The next development is that the connectivity among Facebook users is no longer based on known people who live far away. Facebook expands the reach of connectedness based on specific needs of humans. As shown on the early development of Facebook, that connection is expanded on university students. It can be seen from the specific need of university students that is the need of educational information. The existence of new media, especially Facebook, cannot be underestimated by public relations. It can be a chance to optimize its role and its function internally and externally or publicly. The existence of new media repositions public affairs function which tends to be closed and one-way communication to be open and two-way communication. This new situation requires public relations to have the appropriate interaction competence in the public as well as effective interpersonal communication on social media, especially Facebook.  Keywords : interpersonal communication, public information and communication,  facebook

scholarly journals Crisis Communication

Communication ◽  
2011 ◽  
Author(s):  
Kenneth Lachlan
Keyword(s):  
Natural Disasters ◽  
Risk Communication ◽  
Crisis Communication ◽  
The Other ◽  
Communication Process ◽  
Audience Response ◽  
Communication Management ◽  
The Public ◽  
Theoretical Perspectives ◽  
Organizational Crises

In the late 20th and early 21st centuries, scholars from the fields of journalism, communication, management, and psychology paid increased attention to communication efforts that take place before, during, and after organizational crises and other events likely to instigate negative reactions on the part of the public. This subset of communication has come to be known as crisis communication—the construction and dissemination of public messages in the event of organizational incidents, natural disasters, accidents, and other incidents likely to induce fear, anxiety, or unrest. Crisis communication is often delineated from risk communication in that crisis communication deals specifically with events that have taken place as opposed to the risk of events occurring in the future. Given that crisis communication has emerged from several academic traditions, numerous approaches to the study of these messages and their effectiveness can be found in the extant literature. Each of these approaches sheds insight on a particular aspect of the crisis communication process, such as the actions inside an organization, audience response, message construction, or stakeholder relations. This bibliography attempts to capture key works across all of these traditions and is divided into several components. A list of key overview texts is presented along with information regarding journals in which much of the essential scholarship in the field can be found, a series of studies defining the parameters of the field is included, and essential studies in the field are discussed in two sections. One section presents studies that examine crisis communication from several leading methodological perspectives, the other the key studies concerning the prevailing theoretical perspectives in the field.

scholarly journals Integrated Strategic Communication in Romanian Organizations

2021 ◽  
Author(s):  
Florin Mesaroş ◽  
◽  
Irina Antoaneta Tănăsescu ◽  
◽  
◽  
...  
Keyword(s):  
Public Relations ◽  
Organizational Communication ◽  
Strategic Communication ◽  
Traditional Practices ◽  
Management Process ◽  
External Communication ◽  
Strategic Plans ◽  
External Stakeholders ◽  
Vision Statement ◽  
And Control

The strategic communication goes beyond the area of public relations and focuses mainly on strategies that create, develop, and control the success of an organization. Strategic communication also includes traditional practices of institutionalized organizational communication to use the messages much more easily when interacting with internal and external stakeholders. Wishing to find a better strategy to programme any internal or external communication, the organizations develop different kinds of strategic plans meant to support the management process, starting with the mission and vision statement and ending with the evaluation of achieved goals. The following example - Integrated Strategic Communication (ISC)- shows the ways the integrated strategic communication can be reached in Romanian organizations.

Comunicación de crisis (2008-2018). Revisión de los principales avances de conocimiento empírico en gestión de comunicación

2021 ◽  
Author(s):  
Noelia Zurro-Antón ◽  
María-Ángeles Moreno ◽  
María-Cristina Fuentes-Lara
Keyword(s):  
Mass Media ◽  
Public Relations ◽  
Crisis Management ◽  
Crisis Communication ◽  
Strategic Communication ◽  
Corporate Communications ◽  
Review Journal ◽  
Communication Management ◽  
Research Journal ◽  
Academic Search

Most organizations face crisis situations that jeopardize the trust of their stakeholders. Crisis communication has become one of the most prominent areas both in practice and in public relations research. This study presents a quantitative analysis of recent scientific research in crisis communication to assess the situation and discover the main current advances in the area. Journal articles from six prominent international databases were selected: Proquest Research Library, ABI/ Inform Collection, EBSCOhost Academic Search Complete, EBSCOhost Business Source Complete. EBSCOhost Communication & Mass Media Complete and Elsevier’s Science Direct Journals Complete. Specifically, a total of 143 scientific articles published between 2008 and 2018 were collected and analyzed from six international peer-reviewed journals specialized in public relations and crisis communication, as well as the main crisis management journals included in the Web of Science and Scopus: Public Relations Review, Journal of Contingencies and Crisis Management, Corporate Communications, Journal of Public Relations Research, Journal of Communication Management and International Journal of Strategic Communication. The review of these texts led to the establishment of five hypotheses corresponding to the six stated objectives. Content analysis was used as the quantitative technique, focusing on the following elements: themes, theories, methods, results, and geocultural characteristics of the authors. The results reveal the research trends in the area over the last decade. Resumen La mayoría de las organizaciones se enfrentan a situaciones de crisis que ponen en peligro la confianza de sus grupos de interés. La comunicación de crisis se ha convertido en una de las áreas más prominentes tanto en la práctica como en la investigación de relaciones públicas. Este estudio presenta un análisis cuantitativo sobre la investigación científica reciente en comunicación de crisis, con el fin de recoger el estado y los principales avances actuales en esta área. Para ello, se han seleccionado artículos de revistas presentes en seis bases de datos internacionales destacadas: ProQuest Research Library, ABI/Inform Collection, EBSCOhost Academic Search Complete, EBSCOhost Business Source Complete, EBSCOhost Communication & Mass Media Complete y Elsevier ScienceDirect Journals Complete. En concreto, se han recogido y analizado 143 artículos científicos publicados entre 2008 y 2018 en seis revistas internacionales revisadas por pares referentes de relaciones públicas y comunicación de crisis, así como la principal de gestión de crisis, incluidas en las bases de datos de evaluación Journal Citation Reports (JCR) y Scopus-CiteScore: Public relations review, Journal of contingencies and crisis management, Corporate communications, Journal of public relations research, Journal of communication management e International journal of strategic communication. La revisión de los textos ha desembocado en el establecimiento de cinco preguntas de investigación, correspondientes a seis objetivos. La técnica cuantitativa empleada ha sido el análisis de contenido, que se ha enfocado sobre los siguientes elementos: temas, teorías, métodos, resultados y características geo-culturales de los autores. Los resultados muestran las tendencias investigadoras del área en la última década.

scholarly journals Social Media for Crisis Communication Management

2020 ◽  
Vol 8 (3) ◽  
pp. 64-72
Author(s):  
Thouraya Snoussi
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Strategic Communication ◽  
Military Coup ◽  
Political Crisis ◽  
Communication Tool ◽  
Communication Management ◽  
Communication Plan ◽  
Use Of Social Media

This paper analyzes trends related to the role of social media in crisis communication. The author posed a question about the attitudes of online media actors (communication, public relations and marketing experts) towards using social media as a strategic communication tool in times of crisis; Emphasis on two different crises: the 2016 Turkish political crisis and the global health pandemic (COVID-19) in 2020. Communications actors' perceptions and behaviors of social media in times of crisis were tracked through a mixed method (a content analysis of 40 online publications about the military coup attempt in Turkey, and 20 semi structured in-depth interviews about the usage of social media during the quarantine period). The results showed that social media is a lifeboat that is provided to organizations in times of crisis, as communication with customers becomes a vital factor in managing critical situations. Meanwhile, some participants expressed reservations about confidence in the use of social media in times of crisis, stressing that these networks are a double-edged sword. As the keyword for crisis management, a strategic communication plan should take place via social media to discuss customer inquiries with clients, answer their questions, and try to reduce their anxiety, according to the interviewee.

scholarly journals The Challenges and Countermeasures of Public Relations Crisis in Colleges and Universities from the Perspective of Organizational Communication, Under the Background of New Media

2020 ◽  
Vol 2 (3) ◽  
Author(s):  
Yiru Dong
Keyword(s):  
New Media ◽  
Public Relations ◽  
Organizational Communication ◽  
Colleges And Universities ◽  
Structure Change ◽  
The Internet ◽  
Communication Mode ◽  
The Public ◽  
External Communication ◽  
Communication Environment

At present, the frequent public opinion events caused by the public relations crisis of colleges and universities on the Internet reflect the disharmony between the internal and external communication environment of colleges and universities. Faced with various challenges brought by new media, colleges and universities need to actively reform the organizational structure, change the organizational communication mode, and improve the efficiency of organizational communication. This paper tries to summarize the challenges in the context of new media from the public relations crisis in colleges and universities, and gives some countermeasures from the perspective of organizational communication.

scholarly journals Features of Effective Crisis Communication Based on Public Relations Profession Research.

2018 ◽  
Vol 4 (s1) ◽  
pp. 128-135
Author(s):  
Dariusz Tworzydło ◽  
Przemysław Szuba ◽  
Marek Zajic
Keyword(s):  
Public Relations ◽  
Response Time ◽  
Crisis Communication ◽  
Effective Communication ◽  
Quick Response ◽  
Daily Newspaper ◽  
Communication Management ◽  
Communication Processes ◽  
Crisis Preparation ◽  
The Way

Abstract The way of conducting communication during the image crisis is a special type of challenge for the company. Lack of preparation of the company for proper communication management may be crucial in averting and/or reducing the effects of crises. The paper presents the results of research conducted among experts from the PR industry and representatives of the largest Polish enterprises from the 500 List compiled by “Rzeczpospolita” daily newspaper. The vast majority of Polish enterprises show an open-minded approach to crisis communication. Companies from oppressive industries, where crises occur more often, are better prepared for crisis communication. The determinants of effective communication in the situation of image threats are, according to the leaders of public relations agencies, anti-crisis preparation, presence of procedures, openness and honesty in communication processes as well as quick response time.

The impact of the new media on public relations in the public administration in Kurdistan Region

2019 ◽  
Vol 7 (1) ◽  
pp. 268-288
Author(s):  
Dlan Ismail Mawlud ◽  
Hoshyar Mozafar Ali
Keyword(s):  
Information Technology ◽  
New Media ◽  
Public Relations ◽  
Public Administration ◽  
Management System ◽  
Theoretical Research ◽  
Kurdistan Region ◽  
The Public ◽  
Government Institutions ◽  
The Impact

The development of technology, information technology and various means of communication have a significant impact on public relations activity; especially in government institutions. Many government institutions have invested these means in their management system, in order to facilitate the goals of the institution, and ultimately the interaction between the internal and external public. In this theoretical research, I tried to explain the impact of the new media on public relations in the public administration, based on the views of specialists. The aim of the research is to know the use of the new media of public relations and how in the system of public administration, as well as, Explaining the role it plays in public relations activities of government institutions. Add to this, analyzing the way of how new media and public relations participate in the birth of e-government. In the results, it is clear that the new media has facilitated public relations between the public and other institutions, as it strengthened relations between them

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