Role of effective crisis communication by the government in managing the first wave Covid‐19 pandemic – A study of Kerala government's success

Abstract

Effective crisis communication is critical for successful crisis management. The current study is an attempt to unravel the public communication efforts of the Kerala government in its successful Covid‐19 crisis management efforts during the first wave of the pandemic. The findings of the study indicate that the government has successfully used pre‐crisis communication to inoculate the stakeholders, ‘steal thunder’, and bolster their crisis management capabilities. Effective crisis communication, by the government, has ensured proper information management, media management, right supportive action, and direct communication with stakeholders. Effective communication has also helped the government in garnering favourable constituent attribution, positive framing, positive affect in stakeholder, and enlist active stakeholder participation in crisis management; resulting in, effective crisis management and enhanced reputation for the government. The study unravels the best practices of the Kerala government, in public crisis communication, during the pre‐crisis and crisis stages of the first wave of the pandemic and proposes a Kerala model of crisis communication. The model can be used as a reference for future government communication efforts during a crisis across geographies.

Comprehending and measuring pandemic induced stress among professionals due to lockdown and work from home

“…There has been widespread lockdown of public facilities, institutions, and transportation, with ordinary people being homebound for long periods to avoid community spread of the infection. The subsequent waves worldwide have ensured no end to the restriction in the near times (Sanjeev et al, 2021). Though institutions have worked hard to ensure the normality of human life by creating policies and facilities to promote everyday life, like work from home and study from home, the pandemic's impact has been indelible on economic and social existence.…”

Driving citizen engagement through Twitter: The case ofCOVID‐19 vaccination drive in India

“…Communication literature recommends transparently sharing such undesirable information, thereby creating an effect of ‘stealing thunder’ and avoiding negative publicity (Sanjeev et al, 2021). Though the content shared reinforces citizens to minimise undesired behaviour as per the reinforcement theory of motivation (Skinner, 1938), it is possibly seen as relatively inconsequential in increasing social media engagement.…”

“…One crucial factor affecting the government's attempt to manage a crisis (and minimise the damages inflicted therefrom) is appropriate, effective and timely crisis communication with the relevant stakeholders (Elbanna et al, 2019). Timely, frequent and effective communication helps reduce stakeholder scepticism that may affect the government's reputation (Sanjeev et al, 2021). The task of crisis communication involves both crisis knowledge management and stakeholder reaction management (Coombs, 2009).…”

“…Timely, frequent and effective communication helps reduce stakeholder scepticism that may affect the government's reputation (Sanjeev et al, 2021). The task of crisis communication involves both crisis knowledge management and stakeholder reaction management (Coombs, 2009).…”

“…Finally, the government intends to showcase its achievements in the fight against the COVID‐19 pandemic. In this regard, crisis communication literature has primarily focused on image restoration by the Government through leadership efforts (Benoit & Henson, 2009; Kaur et al, 2021) or public organisations efforts (Olsson, 2014; Sanjeev et al, 2021). Despite its societal, policy and public‐interest implications, research has not sufficiently explored the factors affecting the effectiveness of government‐driven social media campaigns that focus on public health issues.…”