Observations from Wuhan: An Adaptive Risk and Crisis Communication System for a Health Emergency

Abstract

Purpose With the rapid spread of COVID-19 across the world, the consideration of effective communication strategies from Wuhan can provide valuable insight to other countries in how to manage their risk response. This study analyzes the building of a risk communication system in Wuhan, China, to aid cross-country comparison from a policy and academic perspective. Methods We use complex adaptive systems theory (CAS) to theorize the communication strategy adopted by the government – led by the Hubei Province COVID-19 Epidemic Prevention and Control Headquarters. Using ethnographic fieldwork and discourse analysis, we observed and analyzed the online and offline communication process to formulate an overview of the communications platforms used in Wuhan. Results Wuhan’s adaptive crisis communication system was backed by digital and offline infrastructure, human resources support, policy development, as well as access to scientific and technological expertize. The Wuhan municipal government adapted its communication strategy in response to public feedback, and created mechanisms to ensure that two-way communication was used to drive policy and integrate feedback from the government, enterprises, social organizations and the public. Wuhan’s risk and crisis communication strategy aimed to meet emergency commitments, recover trust, regulate the public’s emotions and build consensus, operating within a complex adaptive system (CAS). Conclusion By using complex adaptive system (CAS) theory, we argue that Wuhan quickly built an adaptive communication system consisting of five elements: 1) non-linear information output, 2) online and offline continuous support systems, 3) a public emotional support system, 4) multi-subject information interaction platforms and 5) a context-based approach.

Process and components of disaster risk communication in health systems: A thematic analysis

“…Communication infrastructure: Information and communication infrastructure and the resulting opportunities lead to the establishment of extensive and highly influential communications and increase the effectiveness of disaster risk communication. Access to basic infrastructures such as the Internet, electricity and telephones is one of the important components in establishing the process of risk communication (Mohd Hanafiah, Ng & Wan 2021 ; Zhang et al 2021 ). Considering the definite possibility of vital lines such as telephones, electricity and Internet, determining online and offline communication support systems and using alternative communication routes according to the type of disasters and the level and community and audience should be considered by organisations (Heath et al 2018 ; May 2005 ; Mohd Hanafiah et al 2021 ; Zhang et al 2021 ).…”

“…Content features: One of the most important ways to attract the audience is to pay attention to the visual appeal of the message. Also, short information should be provided several times to streamline information (Covello 2003 ; Vanderford et al 2007 ; Zhang et al 2021 ). Risk communication should not be influenced by politics (May 2005 ; Vanderford et al 2007 ) and avoid making unenforceable promises and providing too much and confusing information (Covello 2003 ; May 2005 ).…”

“…Zhang et al 2020 ). Also, using a capable and specific speaker to describe actions, providing information and holding a press conference to publish content was one of the main strategies (Maxwell 2003 ; Zhang et al 2021 ).…”

Scenario-based assessment of emergency management of urban infectious disease outbreaks

“…The analysis above shows that the dynamic events related to emergency management are DE 5,8,11,12,14 . The impact of these key events can be tested similarly, as shown in coronavirus is a new infectious disease, there is no vaccine for this infection at the initial stage of its onset (45). In summary we can obtain the probability of initial event IC 5 = IC 6 = IC 7 = IC 8 = IC 10 = 0 and IC 9 = 1.…”

How to Promote Public Engagement and Enhance Sentiment Through Government Social Media During the COVID-19 Crisis

“…In addition, the number of Weibo accounts of Chinese government agencies certified by Sina Weibo is 177,437. Government agencies can use social media to disseminate information, communicate with public and survey public opinion, especially as a system to quickly distribute information in times of crisis (Graham, 2015;Zhang et al 2021). Government agencies are increasingly using social media to establish contact with the public and encourage the public to participate in government social media in order to eliminate information asymmetry and enhance public sentiment (Meltzer et al, 2018;Barberá, et al 2019).…”