Debunking misinformation in times of crisis: Exploring misinformation correction strategies for effective internal crisis communication

Abstract

This study aimed to explore misinformation correction strategies for effective internal crisis communication. Using an experimental study (N = 1196) with full‐time employees in the United States, this study found that a corrective strategy using more elaborated facts was effective in protecting internal reputation and that timely, proactive communication to debunk crisis misinformation was a significant factor influencing employees' cognitive reactance (counterarguing) and behavioural outcomes. This research can help crisis communicators better understand how to prevent negative outcomes that undermine the effectiveness of evidence‐based communication efforts. Specifically, the findings suggest the use of more proactive internal crisis communication to correct misinformation and to prevent damage caused by employees' misconceptions and related communication behaviours. Furthermore, the study theoretically extends the literature on debunking crisis‐misinformation by elucidating the cognitive and behavioural processes of crisis misinformation in internal crisis communication.

Unpacking the behavioural outcomes of internal crisis communication: Underlining nexus of employee task performance, crisis responsibility and work well‐being to improve organizational reputation

“…This finding strongly substantiates that if organizations accept wrong doing and provide employees with factual information about a crisis situation, it can significantly increase positive support and identification with the organization. This finding supports previous studies (Adamu & Mohamad, 2019b; Kim & Lim, 2023) about the positive effect of internal communication on crisis responsibility. These studies enunciated the importance of ethical‐based responses by providing factual information, supporting SCCT's position that all crises should begin with ethical responses (Coombs, 2020).…”

“…This finding supports previous studies (Adamu & Mohamad, 2019b;Kim & Lim, 2023) about the positive effect of internal communication on crisis responsibility. These studies enunciated the importance of ethical-based responses by providing factual information, supporting SCCT's position that all crises should begin with ethical responses (Coombs, 2020).…”

“…For example, Kim and Lim (2020) found a positive relationship between employee voice and internal reputation. In the same manner, a corrective strategy using elaborated facts protects internal reputation (Kim et al, 2019; Kim & Lim, 2023). Similarly, other findings reveal that a negative employee‐organization relationship negatively affects internal reputation, increasing the likelihood of unsupportive behaviour (Ndone, 2023).…”

Breaking waves: A bibliometric odyssey on crisis communication in tourism and hospitality (1980–2022) and paving the path for future research

“…Additionally, the trustworthiness of information, open communication and trust have been identified as crucial factors for effective postpandemic recovery for the tourism industry (Yeh, 2021). For example, issues such as fake news and echo chambers in social networks are being increasingly debated and investigated within the field of crisis communication research (Cheng & Lee, 2019; Jahng, 2021; Jin et al, 2020; Kim & Lim, 2022; Mehta et al, 2021). THCCR can significantly benefit from building synergies with this stream of research.…”

Organizational resilience: unveiling the role of strategic internal crisis management on employee sensemaking and sensegiving

“…More importantly, Kim (2020) noted that employee information-seeking behaviours should involve searching for and acquiring vital organizational information from co-workers and external audiences for effective internal communication. More recently, Kim and Lim (2023) reported that proactive communication IJPPM 73,7 favors employee sensemaking. Thus, organizational management needs to ensure effective communication that allows employees to understand the unfolding crisis situation.…”