JOINT INFORMATION SYSTEM MODEL APPLIANCE IN MAN-MADE CRISIS MANAGEMENT

In an effort to de-Westernise crisis communication literature, this study explores the Kuwaiti government’s COVID-19 discourse over Twitter by using criteria from Crisis and Emergency Risk Communication model (CERC) and Situational Crisis Communication Theory (SCCT). The Kuwaiti government mostly used instructing strategies, complying with crisis communication principles. However, contrary to recommendations from literature, reputation strategies were prioritised over adjusting strategies, confirming the influence of politics during crises. The results also revealed that the public interacted with instructing and adjusting strategies more than reputation strategies demonstrating the public’s need for information rather than reputation. Regarding Twitter use, the results indicated that the government lacked the necessary skills to communicate proficiently over the platform. The implications of the findings are discussed in relation to theory development in crisis communication and governmental use of social media.

Crisis and emergency risk communication lessons from the Elk River spill.

PurposeThe use of social media in crisis communication is growing and spreading in an instantaneous speed. The social media technology enables immediate information sharing reaching millions of users on various social media platforms. This paper has gathered lessons learnt from the experiences of the Norfolk Fire and Rescue Service in the UK, the Oslo Police Operation Center in Norway, and from an extensive literature review on social media and crisis communication. This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The purpose of this paper was to gather best practices that can help crisis managers when attempting to use social media as a crisis communication tool.Design/methodology/approachThe paper had two cases with semi-structured interviews with representatives from two crisis management organizations (Norfolk Fire and Rescue Service in the UK dealing with safety and Oslo Police Operation Center in Norwa dealing with security). The empirical data were complemented by documentary analysis of the most up-to-date articles on social media in crisis communication.FindingsThe paper provides empirical insights about how to use social media as a crisis communication tool. The two case studies provide different ways to use social media (one-way communication tool and as a two-way information share). This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Some of the main “do’s” include building a relationship with the public prior to a crisis; being courteous, honest and transparent; being factual, accurate and credible; being timely in your messages during a crisis, etc. Some of the main “don’ts” include do not speculate; do not post personal opinions; do not post anything that could bring the organization into disrepute etc.Research limitations/implicationsBecause of the chosen research approach with two case studies complemented by a literature review, the research results may lack generalizability. Therefore, researchers are encouraged to test the guidelines provided and to further find other case studies.Practical implicationsThe guidelines including 18 “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool.Originality/valueThis paper fulfills an identified need to study how social media technology can play a major role in the response efforts of the crisis management community during a crisis. It also reveals the potential of using social media as an “information harvesting” tool and a tool for “rumor management”.

BACKGROUND Modern concepts of human resource management (HRM) must address the psychological and social risks that influence professional performance. Crisis communication strategies are increasingly recognized as essential for maintaining workforce effectiveness, emotional well-being, and resilience. This study aims to analyze the impact of crisis communication on HRM effectiveness, focusing on psychological regulation mechanisms, socio-psychological foundations, and onboarding practices that shape employee engagement, loyalty, and productivity. MATERIALS AND METHODS A qualitative and conceptual analysis of contemporary HRM literature and crisis communication models was conducted. The study reviewed existing theoretical frameworks, strategic HRM approaches, and performance metrics that capture employee engagement and emotional states. Key HRM practices, including onboarding and socio-psychological support mechanisms, were examined in the context of modern organizational challenges and wartime conditions. RESULTS The findings demonstrate that effective crisis communication significantly improves HRM outcomes by ensuring timely information delivery, fostering team stability, and supporting employees’ psycho-emotional well-being. Onboarding was identified as a critical factor influencing employee loyalty and performance. A model for optimizing crisis communication was developed, emphasizing strategic alignment, resilience-building, and the integration of emotional intelligence (EI) analytics to enhance workforce productivity. CONCLUSION Crisis communication is a vital component of modern HRM strategies, particularly in environments characterized by uncertainty and social-psychological risks. By strategically applying communication models, organizations can strengthen employee adaptability, engagement, and productivity. Targeted investment in emotional intelligence analytics is recommended to further refine HRM practices, improve organizational resilience, and maintain a positive psychological climate within teams.

This article outlines the development and application of a student-constructed and -evaluated crisis case study created for a master’s-level course in issues and crisis management. Its five learning objectives were that students (a) demonstrate an understanding of the theories of crisis management, establishing theory–practice linkages; (b) assess the effectiveness of an organization’s management of a crisis against industry best practice; (c) evaluate the effectiveness of the organization’s crisis communication strategies with diverse stakeholders; (d) discuss the organization’s ethical standards of practice during the crisis phases; and (e) make recommendations for improvement to the organization’s crisis management strategy. This exercise enables students to apply scholarship to examine crisis management, communication, and ethics in a student-selected crisis case in order to develop critical insights into thinking about and responding to crises.

In 2007, a US National Park Service (NPS) biologist working in Grand Canyon National Park in the state of Arizona died from pneumonic plague contracted from a mountain lion, prompting NPS, in partnership with local and federal agencies, to inform publics about plague risk within park contexts. Overall, the incident attracted limited media attention and public concern about an increased risk of plague. Drawing on the Social Amplification of Risk Framework (SARF), the Crisis and Emergency Risk Communication model (CERC) and the related literature outlining ‘best practices’ in crisis communication, we explore how characteristics of this incident may have attenuated, rather than amplified, plague risk. Results are drawn from the data collected at a workshop with NPS employees and in-depth interviews with these and other individuals. Theoretical and practical implications of this research, including future directions for pairing CERC and SARF in organizational risk and crisis communication research are discussed.

Crisis and Emergency Risk Communication: FEMA’s Twitter use during the 2017 hurricane season

This exploratory study was born in order to identify the potential and effectiveness of social media in crisis management in the Ecuadorian university. To do this, a qualitative-quantitative approach methodology is developed, which takes as a case study the Private Technical University of Loja, UTPL. The fieldwork is divided into three stages: in the first, four in-depth interviews are carried out with directors of the Institution, to know the institutional vision on crisis management of the HEIs; in the second, through direct observation and documentary analysis, the strategic approach to digital communication is determined; and, in the third, an analysis of four variables (presence, activity, participation and engagement) of the institutional social networks, Facebook and Instagram, is carried out, in order to determine the strategy and management of digital communication in the first year (2020 ) of COVID-19 in the country. The results allow identifying, in the first instance, the view of managers on crisis management and communication. Subsequently, the dynamics of digital communication of crisis is made visible, and finally, the potentialities offered by digital communication in crisis management with university audiences, specifically students and prospects (millennials and centennials) during the research period, become apparent.

Crisis communication and management are critical for non-profit organizations seeking to preserve stakeholder trust, sustain operations, and maintain organizational resilience. This article examines essential components of effective crisis preparedness, response, stakeholder engagement, and post-crisis evaluation. Strategies include forming dedicated crisis teams, conducting risk assessments, pre-developing key messages, leveraging multiple communication channels, and implementing transparent and timely communication. Case studies—covering natural disaster response, financial mismanagement allegations, health crises in resource-limited settings, and donor data breaches—illustrate practical applications and lessons learned. Emphasis is placed on cost-effective approaches suitable for non-profits with limited resources. The article provides actionable guidance for leaders, communications staff, and volunteers to implement comprehensive crisis management strategies that protect stakeholders and advance mission objectives.

This study investigates the relationship between teachers’ adversity quotient (AQ) and their crisis management practices in public schools in the District of Cabangan using a descriptive research design involving 208 teacher-respondents. The AQ of teachers was assessed across four dimensions Control, Ownership, Reach, and Endurance while crisis management practices were examined in terms of prediction, prevention, preparedness, performance, and post-crisis action. Data were analyzed using percentage, weighted mean, and Pearson correlation. Findings revealed that teachers demonstrated an “Above Average” level of AQ, indicating resilience and adaptability in managing adversities, although ownership and accountability remained areas for improvement. Teachers also exhibited positive crisis management practices, particularly in prediction, prevention, and performance, while long-term crisis planning and communication were identified as aspects needing enhancement. The results further showed a negligible correlation between teachers’ AQ and their crisis management practices, suggesting that these variables operate independently of one another. Demographic factors such as age, length of service, and educational attainment showed minimal influence on both AQ and crisis management practices, except among younger teachers who displayed distinct attitudes toward crisis prevention. Based on the findings, the study proposed an action plan aimed at strengthening teachers’ AQ and crisis management capabilities through resilience training, continuous professional development, and improved communication systems to enhance preparedness and sustain a safe and productive learning environment during future crises.

The media plays a vital role in informing the public about crisis situations. The purpose of this study was to gain a deeper understanding of the interaction between media and public relations in crisis situations. This study used a qualitative methodology utilizing in-depth interviews with public relations professionals who have direct experience in crisis management. Research has shown that media can be a powerful tool for crisis communication. Using traditional media such as television, radio, and print media can be effective in reaching a large audience quickly. Online media, such as social media and blogs, can also be effective, especially when targeted to specific audiences and interacting with them in real time. The study also confirmed the importance of a proactive and transparent approach to crisis communication, including developing relationships with the media before a crisis occurs. Building trust with journalists would help communications teams provide accurate and timely information during a crisis, minimizing the potential for misunderstanding or misinformation. Overall, this study highlights the critical role of the media in communicating crisis situations to the public and the importance of effective media management to achieve successful outcomes. Using qualitative methodology, this study provides rich insights into the experiences and perspectives of PR practitioners and offers practical recommendations for those working in this complex field.

Over the past decades crisis communication has emerged as one of the most important functions of public relations professionals. Feduik, Botero, and Pace provide essential guidance for crisis communication researchers seeking to explore this topic utilizing experimental research. Fediuk et al. note that scholars have explored crisis communication from two approaches to help crisis managers: form and content areas. Form research helps crisis managers better understand the different crisis episodes while content research focuses on exploring crisis messages and their effects on stakeholders. Their chapter examines methodological issues in crisis message research. Fediuk et al.'s primary interest rests with empirical studies that have examined how crisis communication impacts audiences. They first analyze current methodological considerations for empirical research in crisis messages and later provide considerations in methodology to move this area forward. Fediuk et al.'s chapter is the only revised chapter from the first edition of the Handbook of Crisis Communication . As editors, we believe the chapter is essential reading for crisis communication researchers. The chapter pairs nicely with Chapter 2 by Brown and Boman to provide valuable insights for the experimental study of crisis communication. Experimental studies are the way to demonstrate the effects of crisis responses.

In this paper, secondary crisis communication have been analyzed with respect to the effects of traditional media vs new media tools during the times of crises. The results confirms the strong relationship between the variables of SMCC model- Social Mediated Crisis Communication model. As the model highlighted the importance of word of mouth during crisis time, the results testing the cognitive dimension of acquiring news and updates indicated that the major source of information about the true crisis that happened before conducting the research was “friends and family” and social media –via what’s app and BBM. When testing the affective dimension, comparing traditional media to social media in terms of trustworthiness, the traditional media won over social media. Word of mouth also plays an important role in evaluating news as trustworthy. The direct and indirect channels of communication that transfer information about crisis appeared in testing the behavioral component of the information processing, where information is processed either directly by the receiver through social media or traditional media, or indirectly via inactive users who receive information reported by followers via twitter or Facebook or what’s app. The above mentioned results point to the need to extend crisis communication theories and shed more light on the mediated role of social networking sites in crisis communication as a shift from one to many communication mode to many to many communication mode. There are many intervening variables in the process of new media crisis communication that need to be examined and experimented such as interpretations use experiences (Schultz et al.,2011) in addition to users’ evaluation of medium credibility and the overall communication environment. Integration of social media into crisis and risk communication is crucial for crisis management, but it needs to be well planned. Using social media has the advantage of gaining fast information that would reduce rumors, but it has to be well planned to gain trust and credibility Having a comparison of a non-crisis information seeking situation builds the credibility of the results in times information seeking during crisis situations. The findings of this study have practical implications when designing communication strategies for government and organizations during emerging crisis situations. Using social media would result in a more positive evaluation of the situation, and achieving higher levels of awareness when information dissemination is needed. Communication of consistent messages via social networking sites in line with traditional media forms could assist in limiting rumors and achieve news credibility.

The main purpose of this research is to diagnose the role played by strategic intelligence through its five dimensions (foresight, systematic thinking, future vision, motivation, and partnership) in enhancing organizations' crisis management capabilities. The research problem highlights a lack of awareness regarding the importance of utilizing strategic intelligence in addressing crises faced by organizations in practical settings. Therefore, the significance of this research lies in providing a set of mechanisms that contribute to addressing this issue. Additionally, the research aims to achieve several objectives, including diagnosing the application of strategic intelligence and crisis management within the studied organization. to achieve the research objectives, a descriptive analytical approach was used, encompassing both theoretical and applied aspects. A questionnaire was employed as the primary data collection tool, distributed to a purposive sample of 118 employees within the General Traffic Directorate. After statistically processing the data using various central tendency measures (agreement percentage, mean, standard deviation, difference coefficient, and relative importance), as well as correlation and simple linear regression analysis available in the SPSS-V23 statistical software, the research yielded results confirming the significant impact of strategic intelligence in enhancing the capabilities of employees within the General Traffic Directorate to address crises that hinder their ability to carry out assigned activities and tasks. top of Form Paper type Research paper.

Introduction The study investigates the role of public relations strategies in fostering reputation resilience during crises on digital platforms, with a specific focus on Facebook. The research is grounded in Situational Crisis Communication Theory (SCCT) and Image Repair Theory (IRT), addressing how transparent communication (TIC), speed of response (SOR), and consistency in messaging (CIM) influence two key outcomes: rebuilding user trust (RT) and the overall effectiveness (OE) of crisis management. Methods Data were collected through a structured survey of 174 respondents and analyzed using structural equation modeling (SEM) via AMOS v.24. The confirmatory factor analysis (CFA) confirmed reliability, validity, and model fit indices within acceptable thresholds. Findings revealed significant positive relationships between TIC and RT ( β = 0.401, p = 0.002), SOR and OE ( β = 0.393, p = 0.001), and CIM and RT ( β = 0.531, p < 0.001). Collectively, TIC and CIM explained 44.7% of the variance in user trust, while SOR accounted for 15.5% of the variance in effectiveness. The results empirically validate the theoretical proposition that transparency, timeliness, and coherence in messaging are essential to mitigating reputational damage and restoring trust in digitally mediated crises. Practically, the study highlights the necessity for organizations to adopt proactive and harmonized crisis communication strategies, particularly in high-visibility environments like Facebook, where missteps can rapidly amplify negative public perceptions. The research contributes to advancing crisis communication scholarship by providing platform-specific empirical evidence while offering actionable insights for public relations practitioners.