The state of crisis communication research and education through the lens of crisis scholars: An international Delphi study

Manias-Muñoz, Itsaso; Jin, Yan; Reber, Bryan H.

doi:10.1016/j.pubrev.2019.101797

Cited by 24 publications

(19 citation statements)

References 27 publications

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“…In conclusion, this paper started with the identification of crisis communication in the public sector, using public sector crisis communication models since public organisations differ from corporate organisations (Horsley and Barker, 2002; Avery et al , 2016; Manias-Muñoz et al , 2019). In addition, this paper implemented a more multiple-actor approach to gain insight into crisis communication planning and training instead of an organisation-centred approach, and it focused on the role of social media before, during and after a crisis.…”

Section: Implications Discussion and Conclusionmentioning

confidence: 99%

Crisis communication in public emergencies: multistakeholders' perspectives

Cannaerts

2020

IJES

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PurposeThe main purpose of this paper is to provide empirical evidence for effective crisis communication in public emergencies including the relevance of planning and training and rehearsal; to explore the role of different stakeholders and how social media influence effective crisis communication.Design/methodology/approachA qualitative research design was employed. Two events were analysed, via the synthesis model for handling crisis communication in the public sector, as cases. First, via post-crisis semi-structured interviews, a gas explosion in the city of Antwerp was analysed. Second, via participant observation of a training and rehearsal exercise, more insight was gained on the role of training and social media for crisis communication.FindingsThe findings of this paper provide empirical evidence that (1) effective crisis communication is communication that is diversified across different crisis stages and diverse stakeholders; (2) that different internal social media tools and external social media tools are necessary to be monitored for effective crisis communication; (3) that training and rehearsal are of great importance for effective crisis communication.Originality/valueThis paper contributes to three current crisis communication research calls. First, the call for more research focusing on public sector crisis management, using public sector crisis communication models. Second, the call for the implementation of a more multiple-actor approach instead of an organisation-centred approach; and, third, the call for gaining insight into how specific communication channels are used before, during and after a crisis.

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Section: Implications Discussion and Conclusionmentioning

confidence: 99%

Crisis communication in public emergencies: multistakeholders' perspectives

Cannaerts

2020

IJES

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“…A combination of both open-ended questions and rating scales was advantageous not only to identify message features, but also to determine their importance. This technique has been successfully applied in crisis communication (e.q., Manias-Muñoz et al, 2019 ; McClelland, 2016 ; McGuire, 2011 ) and tourism disaster research (e.q., Cunliffe, 2002 ; Morakabati et al, 2017 ; Zhang et al, 2021 ). Morakabati et al (2017) used Delphi to identify stakeholders’ response to a natural disaster and recommended it for making informed predictions about the response to specific disaster-related situations, much like post-pandemic scenarios.…”

Section: Methodsmentioning

confidence: 99%

Marketing messages for post-pandemic destination recovery- A Delphi study

Singh¹,

Nicely²,

Day³

et al. 2022

Journal of Destination Marketing & Management

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What is the best way to communicate with American outbound visitors as the travel recommences after the COVID-19 pandemic? This timely study aimed to find answers to this question faced by many destinations. To this end, ideas were sought from industry and academic experts on what message features may positively influence American visitors international travel intentions following the COVID-19 pandemic. Three rounds of conventional Delphi research delivered fifteen message features, eight of which attained panel consensus. These included COVID-related features such as safety , accurate pandemic information , a show of open outdoor spaces , and building visitor confidence along with destination-related features including positive destination attributes, authentic local experience, locals support , and reminder of joys of travel . Each message feature is discussed in detail with implications to the prescribed context.

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“…The literature on crisis management in the public relations field is extensive, but this brief overview notes a number of gaps. Manias-Munoz, Jin and Reber (2019) observed in their extensive review, that although crisis communication is ranked third among emerging research areas in public relations, there are issues. They identify its organisation-centricity and summarise the view of respondents to their Delphi survey as being that scholars should know the public relations practitioner community better, try to bridge the gap between academia and practice and use In addition to the academic literature, there are guidance documents including those from the World Health Organisation (WHO, 2005), the US government (US Center for Disease Control, 2018), European Commission (European Centre for Disease Prevention and Control (ECDC), 2015) and in the UK (NHS England, 2020a).…”

Section: Literaturementioning

confidence: 99%

“…The literature on crisis management in the public relations field is extensive, but this brief overview notes a number of gaps. Manias-Munoz et al (2019) observed in their extensive review that although crisis communication is ranked third among emerging research areas in public relations, there are issues. They identify its organisation-centricity and summarise the view of respondents to their Delphi survey as being that scholars should know the public relations practitioner community better, try to bridge the gap between academia and practice and use "variables other than reputation or image repair .…”

Section: Literaturementioning

confidence: 99%

The lived experience of UK health communication professionals during the Covid-19 pandemic

Gregory

Nichols

Underwood

2021

JCOM

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PurposeThis research explores approaches to, impacts of and reflections on the Covid-19 pandemic for professional communicators in the English National Health Service. It was undertaken in order to understand and analyse their lived experience and make recommendations for improving future system-wide performance.Design/methodology/approachGiven the work pressure and additional commitments that communication practitioners have when working in crisis, the researchers chose a single data collection method. Qualitative and quantitative data collection was undertaken using an extensive self-completion survey instrument.FindingsTen distinct themes covering four time phases: crisis preparedness, entering the crisis, pandemic peak and post “first-wave” are discussed. They examine crisis readiness, to shifts in priorities and communication approaches to system-wide leadership and integration and the re-positioning of communication as a central player in pandemics.Practical implicationsThe research outlines a number of areas for improvement along with practical recommendations for actions in the health system in readiness for future pandemics.Originality/valueThis is the first time the lived experience of communicators working through a pandemic at all levels in a national health system has been researched in the public relations literature.

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The state of crisis communication research and education through the lens of crisis scholars: An international Delphi study

Cited by 24 publications

References 27 publications

Crisis communication in public emergencies: multistakeholders' perspectives

Crisis communication in public emergencies: multistakeholders' perspectives

Marketing messages for post-pandemic destination recovery- A Delphi study

The lived experience of UK health communication professionals during the Covid-19 pandemic

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