Crisis communication within a community: Bonding, coping, and making sense together

Xu, Sifan

doi:10.1016/j.pubrev.2017.10.004

Cited by 34 publications

(30 citation statements)

References 28 publications

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“…The essence of the theory is that individuals tend to feel at ease when they know what to anticipate from existing circumstances (Berger & Bradac, 1982). When individuals are faced with crises, they seek more information to fill the information gap in an attempt to reduce their uncertainty (Xu, 2018).…”

Section: The Effect Of Crisis Communication On Emotional Exhaustion Dmentioning

confidence: 99%

“…Based on uncertainty reduction theory (Hogg & Belavadi, 2017), effective communication during a crisis plays an essential role in reducing uncertainties, thereby reducing the psychological impacts that employees experience (Liu et al, 2016). Despite the existing evidence that has confirmed the importance of communication in various situations (Neuliep, 2017;Xu, 2018), the role of crisis communication under this COVID-19 crisis faced by the private international universities is still noticeably lacking. Beyond the importance of formal communication from management to lessen the uncertainties of employees during the crisis (Xu, 2018), it is crucial to examine whether informal communication that employees obtain from the social support network that they develop with others within the organization could lessen the reliance the employees have on formal communication from management.…”

Section: Introductionmentioning

confidence: 99%

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The Interaction Effect of Crisis Communication and Social Support on The Emotional Exhaustion of University Employees during the COVID-19 Crisis

Charoensukmongkol

Phungsoonthorn

2020

International Journal of Business Communication

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Although formal communication from an organization’s management is crucial during a crisis to reduce the uncertainties of employee, less is known about the moderating role of social support that could make employees rely less on formal communication to reduce those uncertainties. Grounded in uncertainty reduction theory, this research examines the role of crisis communication on the perceived uncertainties and emotional exhaustion of employees who work at private international universities that have been affected by the COVID-19 crisis. Furthermore, this research explores the moderating effect of social support in terms of supervisor support and coworker support on the association between crisis communication and perceived uncertainties. Questionnaire data were collected from 300 employees from two private international universities in Thailand. Partial least squares structural equation modeling was used for data analysis. The analysis shows that perceived uncertainties mediate the negative association between crisis communication and emotional exhaustion. Moreover, the moderating effect analysis shows that the association between crisis communication and perceived uncertainties is significantly moderated by coworker support, but not by supervisor support. Simple slope analysis also clearly shows that the negative association between crisis communication and perceived uncertainties only presents in employees with a low level of coworker support. For employees with high coworker support, crisis communication does not associate negatively with perceived uncertainties. This research implies that the informal communication that employees obtain from social support could play a compensatory role for their need to rely on formal communication to reduce uncertainties during the crisis.

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Section: The Effect Of Crisis Communication On Emotional Exhaustion Dmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The Interaction Effect of Crisis Communication and Social Support on The Emotional Exhaustion of University Employees during the COVID-19 Crisis

Charoensukmongkol

Phungsoonthorn

2020

International Journal of Business Communication

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“…More broadly, “schools provide important links among children, families, and the wider community in preparing for and responding to disaster events” (Burton, 2015, p. 79). Schools and other community‐based institutions serve in the important function of “sensemaking” to help restore balance and to reduce uncertainty (Xu, 2018, p. 96).…”

Section: Literature Reviewmentioning

confidence: 99%

“…One district serving 75,000 students in parts of Houston and several of its southwestern suburbs, the Fort Bend Independent School District (FBISD), used a strategy of connection and empathy when creating community messaging tactics before, during, and after Hurricane Harvey. This case study tests the frameworks of the discourse of renewal theory and social legitimacy theory, as well as focuses on a public school system, rather than a corporate context, which receives the lion's share of scholarly work related to crisis communication (Xu, 2018). Communication plays an important role in social capital, which provides a lens on resilience and recovery after disaster; communication is a visible part of important social networks that spur recovery in more important ways than simply providing food and shelter to disaster survivors (Aldrich, 2012).…”

Section: Introductionmentioning

confidence: 99%

Passing the test: Lessons from a school district’s discourse of renewal before, during and after Hurricane Harvey

Lambiase

English

2020

Contingencies & Crisis Mgmt

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This case study tests the frameworks of the discourse of renewal theory and social legitimacy theory through an examination of the Fort Bend Independent School District's (Texas) communication strategies and tactics before, during and after Hurricane Harvey struck the Houston area in 2017. A focus of this case study is one characteristic of the discourse of renewal theory: the showcasing of leaders as “instrumental forces for renewal and overcoming crises” (Ulmer, Seeger & Sellnow, 2007, pp. 131–132), especially related to messages by the district's superintendent. Both the superintendent's and Fort Bend ISD’s communication efforts aligned with the tenets of renewal discourse and social legitimacy theory, with empathy an ingredient in many messages. Another important finding of this study is that the district used a discourse of renewal before, during, and after the storm, and not simply as a post‐crisis strategy. Overall, this strategy may have played a role in the district's organizational resilience—as shown through its sustained enrolment and continuing leadership team—after the second‐costliest hurricane in U.S. history.

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“…It is seen that various organizational issues related to the concept of sense-making are examined. In the current literature, including in different disciplines; integration of cultural sense-making (Dyer, 2017), the process of sense-making for adaptation of organizational settings (Ito and Inohara, 2015), sense-making in international affairs (Jakobsen, Worm & Li, 2018), sensemaking in developing markets (Kharchenkova, 2018), cognition, action and outputs (Mattsson, Corsaro & Ramos, 2015), strategic management accounting and sense-making (Tillmann & Goddard, 2008), financial crises and sense-making (Tuğsal, 2015), sense-making in business life (Tuğsal, 2016), crisis communication and sense-making (Xu, 2018). On the contrary, although there is a lot of research about sense-making in the existing literature; there is not any sense-making scale in English in social sciences and there is a significant gap to be filled.…”

Section: Introductionmentioning

confidence: 99%

Translation, Adaptation, Validity and Reliability of the Sense-Making Scale: A Cross-Cultural Evidence From India, Malaysia, Romania and Turkey

Tuğsal

2020

Elektronik Sosyal Bilimler Dergisi

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The main object of this research is translation, adaptation, validity and reliability of the Sense-Making Scale's Turkish version to English so as to be used in cross-cultural researches. Even though there are extensive studies which have been carried out on sense-making, any sense-making scale or questionnaire in the existing literature is not consistent and there is a gap that should be filled. The contribution of this research is to redound a sensemaking measurement tool in English. Firstly, the related literature is reiterated and a pilot study of translated scale is applied for validity and reliablity. After reliability is assured, the surveys are sent to 600 academicians in India, Malaysia, Romania and Turkey and 466 of the data are valid. The data fit to normal distribution. Cronbach's Alpha value is found reliable (0.763) and the variability of the scale is 61.257%. The first possible explanation for these results is being the first measurement tool about sense-making in English. The second implication of the study is; sense-making of signs such as action, discourse, diagnosis, facts orelse events may let people prevent from adverse, negative and unfavourable incidents such as accidents, chaoses or crises which may occur in times to come.

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Crisis communication within a community: Bonding, coping, and making sense together

Cited by 34 publications

References 28 publications

The Interaction Effect of Crisis Communication and Social Support on The Emotional Exhaustion of University Employees during the COVID-19 Crisis

The Interaction Effect of Crisis Communication and Social Support on The Emotional Exhaustion of University Employees during the COVID-19 Crisis

Passing the test: Lessons from a school district’s discourse of renewal before, during and after Hurricane Harvey

Translation, Adaptation, Validity and Reliability of the Sense-Making Scale: A Cross-Cultural Evidence From India, Malaysia, Romania and Turkey

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