Purpose This study tests the impact of information sources on consumer trust of direct-to-consumer genetic testing (DTCGT) companies and of the genetic testing process. Design/methodology/approach An online survey was conducted using a probability-based panel of U.S. adults (N = 249) by Ipsos’ KnowledgePanel®. The sample consisted of participants who had taken a genetic test. Participants were asked questions that measured information sources used to gather information on DTC genetic testing, trust of genetic testing and genetic testing companies and demographic information. Findings Results indicated that positive perceptions of integrity, openness and relational communication most impact trust in DTCGT companies and in the DTCGT process. Originality/value This study supports and extends previous research exploring the connection between media use and building trust, especially within the context of individualized health communication. Moreover, this study is the first to examine the dimensions of trust within a genetic testing context.

Purpose This study aims to explore the impact of current trends like the development of digital communication channels and a greater focus on sustainability, together with external pressures such as a growing electricity crisis on how internal communication is practiced, by using South African internal communication as context. Design/methodology/approach Two rounds of qualitative semi-structured interviews were conducted with senior internal communication practitioners and consultants to provide a robust view of the research problem. Findings It was found that external pressures and trends were viewed as more important than incorporating the broader definition of sustainability into the practice of internal communication. It became clear that internal communication must negotiate seemingly opposing demands like moving to digital communication, while facing electricity shortages and balancing economic pressures with stakeholder inclusion in messages. The findings suggest that internal communication cement organisational survival but should embody the environmental and social elements of sustainability. Originality/value The study contributes new insights to the importance of internal communication during crisis times, like the energy crisis in this study. Internal communication should embody the wider sustainability discussion during periods when challenging external forces are at work.

PurposeThis study aims to (1) examine corporate sustainability communication that promotes pro-environmental behaviour and (2) explore women’s experiences and expectations in relation to sustainability communication. Based on the findings, the study proposes a sustainability communication model that can facilitate the needs of both companies and women.Design/methodology/approachA case study was conducted to examine sustainability communication within the support waste management project of one company in Bali, Indonesia. Following the appreciative inquiry method, focus group discussions involving Balinese women and in-depth interviews were conducted to discover the best experiences and most appropriate ways to participate in waste management initiatives.FindingsThe findings show a gap between women’s understanding of sustainability issues and the information provided by the company. The company and women construct their own understandings of sustainability issues, and each has different capacities, needs, interests and values. This study contends sustainability communication as a process for co-creating meaning. It should begin by using the livelihoods and tangible impacts on women groups as the entry point.Research limitations/implicationsThe proposed framework suggests communication intervention that acknowledges the importance of community participation and empowerment as well as three levels of impact: for themselves, their environment, and their communities. This study also recommends further studies in different contexts, as this study was conducted in collectivist rural communities.Originality/valueThe proposed framework accentuates the value of communication processes and management as well as sustainability outcomes, and considers women as actors, rather than as objects.

PurposeThe study provides an initial empirical examination of Jin et al.’s (2024) new READINESS model through the expert opinions of crisis communication academics and practitioners. Through this examination, the goal is to understand crisis READINESS and how it relates to other key concepts in the crisis literature, such as preparedness and resilience.Design/methodology/approachAn exploratory quantitative online survey of 30 experts in crisis communication was conducted. Our participant pool consisted of members from the Crisis Communication Think Tank, which is an established crisis thought leadership network (Jin, 2023). Data collection took place in November and December 2023.FindingsKey findings include the dual nature of crisis READINESS as both a process and an outcome, resilience as both a process and an outcome, and preparedness as an antecedent to READINESS. A key distinction between READINESS and preparedness emerged with the former conceived of as a mindset and the latter conceived of as physical tools, training and planning.Originality/valuePreparedness and resilience alone are not enough to effectively manage crises and risks, and given this, it is important to study READINESS as a concept beyond (yet connected to) preparedness and resilience. It is our hope that the findings can lead to understanding indicators of crisis READINESS and developing crisis READINESS measurement tools which can equip organizations to more effectively manage crises.

PurposeThis study operationalizes risks in stakeholder dialog (SD). It conceptualizes SD as co-produced organizational discourse and examines the capacities of organizers' and stakeholders' practices to create a shared understanding of an organization’s risks to their mutual benefit. The meetings and online forum of a German public service media (PSM) organization were used as a case study.Design/methodology/approachThe authors applied corpus-driven linguistic discourse analysis (topic modeling) to analyze citizens' (n = 2,452) forum posts (n = 14,744). Conversation analysis was used to examine video-recorded online meetings.FindingsOrganizers suspended actors' reciprocity in meetings. In the forums, topics emerged autonomously. Citizens' articulation of their identities was more diverse than the categories the organizer provided, and organizers did not respond to the autonomous emergence of contextualizations of citizens' perceptions of PSM performance in relation to their identities. The results suggest that risks arise from interactionally achieved occasions that prevent reasoned agreement and from actors' practices, which constituted autonomous discursive formations of topics and identities in the forums.Originality/valueThis study disentangles actors' practices, mutuality orientation and risk enactment during SD. It advances the methodological knowledge of strategic communication research on SD, utilizing social constructivist research methods to examine the contingencies of organization-stakeholder interaction in SD.

PurposeThe purpose of this paper is to: (1) identify strategies to (re)establish organizational legitimacy which dominates the literature; (2) propose and empirically illustrate an analytical framework that establishes the linkages between the dimensions of purposefulness, transparency and participation identified in this literature review as important resources in the creation of organizational legitimacy.Design/methodology/approachBased on a review of the academic literature, we propose a three-dimensional conceptual framework for understanding and studying strategic communication in contexts of high sustainability pressure. The empirical material we use for illustration is the letters from the chief executive officer (CEO) and the chairman published in the integrated annual report of a Danish company that is well known for its focus on sustainability.FindingsThe analysis shows that all three dimensions, i.e. purposefulness, transparency and participation, are present in this data, which the authors find supportive of the theoretical argument that strategic communication needs to encompass all three concepts in order to appear legitimate in contexts of high sustainability pressure.Originality/valueIn recent years, there has been an increased focus on strategic communication of sustainability. However, there is still a lack of general consensus of what is understood by strategic communication in contexts of high sustainability pressure. Overlapping concepts and dimensions make operationalization difficult. This, for example, is a problem for corporations who are increasingly asked by their stakeholders to account for their sustainability activities and engage in conversations of strategic significance to their sustainability goals.

PurposeIn today's risk society, foundations are essential for sustaining democracies. However, the proof of a value-creating function of foundations is rarely assessed. Therefore, this study uses sensemaking theory and the communication value framework to explore to what extent a foundation achieved its overall mission in tackling societal challenges as opportunities.Design/methodology/approachThis study employs a case study approach of a Swiss foundation. Through 20 semi-structured interviews with key stakeholders, insights about the value-creating function of the foundation were gained, showing how strategic communication activities contributed to the foundation's overall mission in various spheres of action.FindingsThe stakeholders overall identified a value-creating function of the foundation. The feedback obtained from the interviews could be structured along the lines of the communication value framework, with minor adjustments, showing that the foundation brought about value through its strategic communication regarding tangible assets (e.g. publicity), intangible assets (e.g. unique reputation), room for maneuver (e.g. renowned network) and opportunities for development (e.g. new formats). However, on each level, value-limiting factors have also been identified (e.g. limited publicity).Originality/valueThis study is the first to employ sensemaking theory to assess a foundation's value-creating function in achieving its overall mission by interviewing direct stakeholders. It is also one of the few studies in the field that analyzes strategic communication of foundations. Thus, this study adds methodological, theoretical and practical knowledge to foundation communication, value-creation and strategic communication management.

PurposeThe climate crisis presents a global threat. Research shows the necessity of joint communication efforts across different arenas—media, politics, business, academia and protest—to address this threat. However, communication about social change in response to the climate crisis comes with challenges. These challenges manifest, among others, in public accusations of inconsistency in terms of hypocrisy and incapability against self-declared change agents in different arenas. This increasingly turns public climate communication into a “blame game”.Design/methodology/approachStrategic communication scholarship has started to engage in this debate, thereby acknowledging climate communication as an arena-spanning, necessarily contested issue. Still, a systematic overview of specific inconsistency accusations in different public arenas is lacking. This conceptual article provides an overview based on a macro-focused public arena approach and decoupling scholarship.FindingsDrawing on a systematic literature review of climate-related strategic communication scholarship and key debates from climate communication research in neighboring domains, the authors develop a framework mapping how inconsistency accusations of hypocrisy and incapacity, that is, policy–practice and means–ends decoupling, manifest in different climate communication arenas.Originality/valueThis framework creates awareness for the shared challenge of decoupling accusations across different climate communication arenas, underscoring the necessity of an arena-spanning strategic communication agenda. This agenda requires a communicative shift from downplaying to embracing decoupling accusations, from mutual blaming to approval of accountable ways of working through accusations and from confrontation to cooperation of agents across arenas.

PurposeThis article aims to (1) increase the knowledge of how coworkers experience voicing the organization on external social media and (2) deepen and nuance the knowledge of the sources of voice control involved in such communication processes. The study helps understand coworker voicing on social media as situated identity expressions through which coworkers negotiate and contest the organizational identity, thereby co-constituting a polyphonic organization.Design/methodology/approachThe study draws upon a constitutive perspective on communication and a communication-centered perspective on identity and organizational identification to investigate the voicing of organizational members of the Swedish Police Force on social media. The article is based on a qualitative study where interviews with police officers and communication professionals at the Swedish Police Authority constitute the main empirical material. A content analysis of selected social media accounts provided important background information to the interviews and enriched the understanding of coworker voice.FindingsThis analysis shows that coworkers voice the organization differently. Furthermore, the study of how coworkers experience this voicing indicates that these variations in how coworkers voice the organization depend on how strongly they identify or disidentify with organizational identity and image expressions voiced by significant others. Based on the analysis, this study presents four voice positions highlighting coworkers' varying degrees of identification/disidentification when voicing their organization on social media and reflecting upon their experiences of voicing. Furthermore, the analysis also demonstrates four sources of voice control: (1) management, (2) colleagues, (3) significant non-members and (4) the status and position of the coworker's voice. These four sources of voice control influence coworkers' voices on social media.Practical implicationsThis study also contributes with practical implications, for example that the traditional idea of monophonic organizations must be revised and also embrace a polyphonic, bottom-up approach to strengthening internal trust and organizational identity. This comes naturally with the price of less control and predictability by management but with the benefits of increased coworker engagement and pride.Originality/valueThis study contributes new knowledge and a nuanced understanding of coworker voice on social media and the sources of control that influence coworkers' voices.

PurposeThis conceptual paper aims to explore the current state of sustainability communication research, focusing on the challenges of communicating inconvenient truths in an era of scientific mistrust. Therefore, this study aims to (1) examine the existing research landscape in sustainability communication, (2) identify unresolved problems and challenges, and (3) propose strategies for counteract misinformation through targeted communication.Design/methodology/approachFor this, the authors conducted a critical literature review and analyzed the resulting sample (n = 473 journal articles) by means of qualitative content analysis to (1) evaluate existing communication approaches dealing with the communication of sustainability's inconvenient truth, (2) identify stakeholder groups involved in sustainability communication, (3) discuss limitations of current communication approaches and (4) present recommendations on (more) effective communication strategies to address the unresolved issues in sustainability communication.FindingsThe analysis reveals that when it comes to sustainability communication and its unresolved problems, literature refers to four key stakeholder groups: (1) science deniers; (2) adaptation skeptics; (3) whitewashers and (4) world saviors. Furthermore, the analysis provides valuable insights into the complex dynamics involved in communicating sustainability, emphasizes the need for tailored approaches to engage and address the concerns of each stakeholder group, and exposes limitations in current communication methods and approaches. Accordingly, the analysis highlights the necessity of developing new theories, models and methods specific to sustainability communication to tackle its unique challenges effectively.Research limitations/implicationsLike our society, communication sciences need a fundamental transformation to meet sustainability communication's new challenges induced by the necessary shift toward sustainable development.Originality/valueThis paper provides a comprehensive overview of the current state of sustainability communication in research, specifically addressing the challenges of effectively communicating unpleasant news in the context of scientific mistrust. It fills a gap in existing literature by examining the progress made in addressing these issues and identifying the emerging challenges that need to be addressed.