Understanding publics’ perception and behaviors in crisis communication: Effects of crisis news framing and publics’ acquisition, selection, and transmission of information in crisis situations

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77 citations0/0 files storedJournal of Public Relations Research

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Public Relations and Crisis Communication Disaster Management and Resilience Media Studies and Communication

Abstract

This study aims to better understand publics’ perception and communicative behaviors in crisis communication. The extant research has overlooked how framing factors and different publics’ communicative behaviors directly influence crisis outcomes, including reputation and behavioral intentions. An online experiment with 1,113 participants was conducted to fill the gap. The findings demonstrated that preventable crisis news framing was a strong negative predictor for crisis outcomes. Another finding based on Communicative Action in Problem Solving (CAPS) in Situational Theory of Problem Solving (STOPS) revealed that information attending, forwarding, and seeking are positively associated with reputation and behavioral intentions.

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References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1986An Attributional Theory of Motivation and Emotion 2007Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory 1999Ongoing Crisis Communication: Planning, Managing, and Responding 1997Image repair discourse and crisis communication 2005Crisis and Emergency Risk Communication as an Integrative Model 2002Helping Crisis Managers Protect Reputational Assets 2008Crisis exploitation: political and policy impacts of framing contests

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