The influence of accountability for the crisis and type of crisis communication on people’s behavior, feelings and relationship with the government

Bakker, Marije; Bommel, Marijke van; Kerstholt, Johanna Helena; Giebels, Ellen

doi:10.1016/j.pubrev.2018.02.004

Cited by 30 publications

(19 citation statements)

References 55 publications

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“…During crisis events, human behavior and the attitude towards the crisis is influenced by the information people have access to (Bakker et al 2018). For example, Panagiotopoulos et al (Panagiotopoulos et al 2014), Starbird et al (Starbird et al 2013), and Sutton & Shklovski (Sutton and Shklovski 2008) reported on the negative effects of rumors and misinformation during various crisis events, highlighting the importance of information that is issued by official sources (Crump 2011;Heverin and Zach 2010;Huang et al 2017;Waters and Williams 2011).…”

Section: Introductionmentioning

confidence: 99%

An analysis of emotion-exchange motifs in multiplex networks during emergency events

Kušen

Strembeck

2019

Appl Netw Sci

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In this paper, we present an analysis of the emotion-exchange patterns that arise from Twitter messages sent during emergency events. To this end, we performed a systematic structural analysis of the multiplex communication network that we derived from a data-set including more than 1.9 million tweets that have been sent during five recent shootings and terror events. In order to study the local communication structures that emerge as Twitter users directly exchange emotional messages, we propose the concept of emotion-exchange motifs. Our findings suggest that emotion-exchange motifs which contain reciprocal edges (indicating online conversations) only emerge when users exchange messages that convey anger or fear, either in isolation or in any combination with another emotion. In contrast, the expression of sadness, disgust, surprise, as well as any positive emotion are rather characteristic for emotion-exchange motifs representing one-way communication patterns (instead of online conversations). Among other things, we also found that a higher structural similarity exists between pairs of network layers consisting of one high-arousal emotion and one low-arousal emotion, rather than pairs of network layers belonging to the same arousal dimension.

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Section: Introductionmentioning

confidence: 99%

An analysis of emotion-exchange motifs in multiplex networks during emergency events

Kušen

Strembeck

2019

Appl Netw Sci

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“…Because of this assumption, predictive theory has been difficult to develop, as evidenced by the research gaps we discussed both in relation to data security breaches and more broadly earlier in the paper (see, e.g. Bakker et al, 2018). Though these data are specific to both the UK and data security breaches in two industries, these findings should make the field question the primacy of crisis response strategies compared to building more resilient organizations (see, e.g., Doerfel et al, 2013) or building crisis capacity.…”

Section: Discussionmentioning

confidence: 99%

Building crisis capacity with data breaches: the role of stakeholder relationship management and strategic communication

Diers-Lawson

Symons

Zeng

2021

CCIJ

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PurposeData security breaches are an increasingly common and costly problem for organizations, yet there are critical gaps in our understanding of the role of stakeholder relationship management and crisis communication in relation to data breaches. In fact, though there have been some studies focusing on data breaches, little is known about what might constitute a “typical” response to data breaches whether those responses are effective at maintaining the stakeholders' relationship with the organization, their commitment to use the organization after the crisis, or the reputational threat of the crisis. Further, even less is known about the factors most influencing response and outcome evaluation during data breaches.Design/methodology/approachWe identify a “typical” response strategy to data breaches and then evaluate the role of this response in comparison to situation, stakeholder demographics and relationships between stakeholders, the issue and the organization using an experimental design. This experiment focuses on a 2 (type of organization) × 2 (prior knowledge of breach risk) with a control group design.FindingsFindings suggest that rather than employing reactive crisis response messaging the role of public relations should focus on proactive relationship building between organizations and key stakeholders.Originality/valueFor the last several decades much of the field of crisis communication has assumed that in the context of a crisis the response strategy itself would materially help the organization. These data suggest that the field crisis communication may have been making the wrong assumption. In fact, these data suggest that reactive crisis response has little-to-no effect once we consider the relationships between organizations, the issue and stakeholders. The findings show that an ongoing program of crisis capacity building is to an organization's strategic advantage when data security breaches occur.

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“…, with m i being the frequency a motif belonging to an isomorphic class i occurring in a network M1 and m 1 i being the frequency a motif belonging to the same isomorphic class i occurring in a network M2. Over time, the motifs found in each pair of layers formed from the 12 emotion layers 5 show at least a weak structural similarity.…”

Section: Structural Similarities Of Emotion-annotated Networkmentioning

confidence: 99%

“…From hurricanes and earthquakes to tsunamis and landslides, these disasters caused communication blackouts, catastrophic damages to critical infrastructures, lack of resources, and humanitarian crises. During disaster events, the information that people have access to considerably shapes their behavior and attitudes towards the event [1]. Online social networks (OSNs) provide a vital communication medium where the ones affected by a disaster can share information, seek help, and bond emotionally.…”

Section: Introductionmentioning

confidence: 99%

“Evacuate everyone south of that line” Analyzing structural communication patterns during natural disasters

Kušen

Strembeck

2020

J Comput Soc Sc

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In this paper, we analyze more than 16 million tweets that have been sent from 6.1 million Twitter accounts and are related to nine natural disasters. As part of our analysis, we identify eight basic emotions conveyed in these tweets. We found that during natural disasters, social media messages at first predominantly express fear, while sadness and positive emotions increase in the immediate aftermath of the event. In this context, positive emotions contribute to the social phenomenon of emotional bonding and are often related to compassion, gratitude, as well as donations for disaster relief. In our analysis, we found that the users’ emotional expressions directly contribute to the emergence of the underlying communication network. In particular, we identified statistically significant structural patterns that we call emotion-exchange motifs and show that: (1) the motifs 021U and 021D are common for the communication of all eight emotions considered in this study, (2) motifs which include bidirectional edges (i.e. online conversations) are generally not characteristic for the communication of surprise, sadness, and disgust, (3) the structural analysis of a set of emotions (rather than a single emotion) leads to the formation of more complex motifs representing more complex social interactions, and (4) the messaging patterns emerging from the communication of joy and sadness show the highest structural similarity, even reaching a perfect similarity score at some point during the data-extraction period.

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The influence of accountability for the crisis and type of crisis communication on people’s behavior, feelings and relationship with the government

Cited by 30 publications

References 55 publications

An analysis of emotion-exchange motifs in multiplex networks during emergency events

An analysis of emotion-exchange motifs in multiplex networks during emergency events

Building crisis capacity with data breaches: the role of stakeholder relationship management and strategic communication

“Evacuate everyone south of that line” Analyzing structural communication patterns during natural disasters

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