The PHERCC Matrix. An Ethical Framework for Planning, Governing, and Evaluating Risk and Crisis Communication in the Context of Public Health Emergencies.

Risk and crisis communication (RCC) is a current ethical issue subject to controversy, mainly due to the tension between individual liberty (a core component of fairness) and effectiveness. In this paper we propose a consistent definition of the RCC process in public health emergencies (PHERCC), which comprises six key elements: evidence, initiator, channel, publics, message, and feedback. Based on these elements and on a detailed analysis of their role in PHERCC, we present an ethical framework to help design, govern and evaluate PHERCC strategies. The framework aims to facilitate RCC, incorporating effectiveness, autonomy, and fairness. It comprises five operational ethical principles: openness, transparency, inclusivity, understandability, and privacy. The resulting matrix helps understanding the interplay between the PHERCC process and the principles of the framework. The paper includes suggestions and recommendations for the implementation of the PHERCC matrix.

Beyond Trade-Offs: Autonomy, Effectiveness, Fairness, and Normativity in Risk and Crisis Communication.

This paper addresses the critiques based on trade-offs and normativity presented in response to our target article proposing the Public Health Emergency Risk and Crisis Communication (PHERCC) framework. These critiques highlight the ethical dilemmas in crisis communication, particularly the balance between promoting public autonomy through transparent information and the potential stigmatization of specific population groups, as illustrated by the discussion of the mpox outbreak among men who have sex with men. This critique underscores the inherent tension between communication effectiveness and autonomy versus fairness and equity. In response, our paper reiterates the adaptability of the PHERCC framework, emphasizing its capacity to tailor messages to diverse audiences, thereby reducing potential stigmatization and misinformation. Through community engagement and feedback integration, the PHERCC framework aims to optimize the effectiveness of communication strategies while addressing ethical concerns. Furthermore, by involving affected communities in the communication strategy from the onset, the framework seeks to minimize ethical trade-offs and enhance the acceptance and effectiveness of public health messages.

(Dis)harmony in times of crisis? An analysis of COVID-related strategic communication by Swiss public health institutions.

OBJECTIVES: This study aims to assess COVID-related communication by Swiss public health institutions (PHI) as well as the challenges they faced in implementing their communication strategies. STUDY DESIGN: This study uses a two-part mixed methods design, combining automated content analysis of press releases by PHI and semi-structured interviews with PHI communication experts. METHODS: The automated content analysis uses natural language processing techniques to measure semantic themes and linguistic properties of 1882 press releases from national and regional PHI during the first year of the COVID-19 pandemic. The semi-structured interviews with 25 communication experts from key PHI explore the challenges faced in implementing their communication strategies. RESULTS: The content analysis reveals key themes in press releases, including non-pharmaceutical interventions, quarantine, testing, contact tracing, hospital situations, and the pandemic's impact on the economy. The linguistic measures indicated a decrease in complexity and readability over time, with no significant differences between national and regional PHI. Interviews revealed challenges arising from organizational structures, the multi-systemic nature of the pandemic, and from expectations of the public. CONCLUSIONS: The study highlights the importance of agility in public health communication and the need for efficient coordination within and between PHI. Organizational structures should be adapted to allow for more agile modes of operation during crises. Policymakers should clarify roles and responsibilities of different actors in public health frameworks to ensure streamlined communication. Understanding the communication efforts and challenges faced by PHI during the pandemic helps preparing for future health crises and improve public health communication practices.

Crisis interpreting and Deaf community understanding during the COVID-19 pandemic: results from a South Korea-based survey.

This study explores the South Korean Deaf community's response to sign language interpreting during the COVID-19 (coronavirus disease 2019) health crisis, focusing on individual factors affecting the signers' comprehension. The data were collected from a mobile-based questionnaire survey conducted among 401 Deaf adults; binary probit modelling was adopted to analyse the data. The major findings are: (i) 59.9 per cent of the respondents understood less than 70 per cent of the interpreting; (ii) males and urban residents tend to understand better; (iii) younger people (less than 50 years) and signers with a Bachelor's degree or higher are likely to have lower comprehension; and (iv) Deaf adults who visited a doctor after the COVID-19 outbreak tended to have lower comprehension. The findings demonstrate that individual characteristics, including age, impact significantly on the extent to which Deaf individuals understand the sign language interpreting of COVID-19 information, indicating that steps are needed to achieve a Deaf-inclusive society during a health disaster.

Pictures of a crisis. Destination marketing organizations' Instagram communication before and during a global health crisis.

The COVID-19 pandemic enhanced social media communications at a time individuals were unable to leave their homes due to the lockdown measures. A lack of research has been identified on how destination marketing organizations use social media during global health crises. Addressing this gap, the present research uses a mixed-method approach to examine the use of Instagram by Milan and Paris' Destination Marketing Organizations before and during COVID-19 and user engagement with it. Via a quantitative content analysis, Study 1 reveals communication differences between destinations and a change in promotion focus during the pandemic. Both DMOs focus on posts portraying "Culture, History and Art", which signifies stability and eternity as opposed to uncertain times. Using a thematic analysis, Study 2 reveals that both organizations promoted pro-social behavior also by employing influencers. Overall, research results document tourism organizations' pro-social use of social media during a global health crisis.

Examining employees' affective and behavioral responses to internal crisis communication in times of COVID-19.

Communication is an essential component of crisis management strategies in hospitality and tourism. This study aimed to build on the integrated internal crisis communication framework. This study employed qualitative and quantitative data collection methods. Following a preliminary qualitative study, a conceptual model was developed and tested with a total of 806 responses. The results showed that the approach and content of internal crisis communication messages directly affected employees' evaluations of their organizations' crisis management efforts and their psychological safety, both of which further affected their perceived social resilience and turnover intentions. Furthermore, the results of multigroup analyses revealed the different impacts of internal crisis communication on participants who were in full-time positions vs. part-time positions and salaried employees vs. hourly employees. Finally, theoretical and practical implications were provided based on the research findings.

Corporate responses to the COVID-19 pandemic by Fortune 500 companies.

COVID-19 created a challenging environment both for businesses and individuals. Effects of the pandemic on companies had the potential to create negative public relations as entities attempted to deal with the worldwide crisis and to communicate their situation. Many companies were quick to provide information to customers and employees early in the pandemic about how they were responding to the crisis, while other companies provided limited immediate response to COVID-19. An examination of the top 300 companies listed in the 2020 Fortune 500 found that 186 of those companies communicated their status and plans in press releases posted from January 2020 through May 2020 regarding the COVID-19 pandemic. This study, based on Situational Crisis Communication Theory, qualitatively analyzed the releases via constant comparative method. The analysis resulted in four primary categories that dominated company releases: (1) In This Together, (2) Perseverance Through Strength, (3) We are Here for You, and (4) Fighting for the Team.

A content analysis of Canadian influencer crisis messages on Instagram and the public's response during COVID-19.

Successful mitigation of emerging infectious disease requires that the public adopt recommended behaviours, which is directly influenced by effective crisis communication. Social media has become an important communication channel during COVID-19 where official actors, influencers, and the public are co-creating crisis messages. Our research examined COVID-19-related crisis messages across Canadian influencer accounts within news media, politicians, public health and government, science communicators, and brand influencer and celebrities, posted on Instagram between December 2019 and March 2021 for Health Belief Model and Extended Parallel Processing Model constructs and the corresponding public comment sentiment and engagement. Thirty-three influencer accounts resulted in a total of 2,642 Instagram posts collected, along with 461,436 comments, which showed overall low use of constructs in both captions and images. Further, most posts used no combinations (n = 0 or 1 construct per post) of constructs in captions and images and very infrequently used captions that combined threat (severity and susceptibility) with cues to action and efficacy. Brand influencers and celebrities, politicians, and science communicators had above average post engagement while public health and government and news media had lower. Finally, most influencers saw the largest proportion of neutral sentiment comments. Crisis messages must be designed to include combinations of constructs that increase message acceptance and influence risk perception and efficacy to increase the adoption of recommended and mandated behaviours.

A Review and Analysis of the Literature on Public Health Emergency Communication Practices.

A systematic review using structured and transparent methods was carried out to collect and review the qualitative literature investigating trust in crisis communication during emerging infectious diseases. Qualitative synthesis was conducted using a descriptive thematic analysis approach. The GRADE-CERQual assessment was used to determine the confidence in each thematic finding to support decisions when implementing review findings. Overall, 13 studies were included in the review, resulting in 10 thematic categories that describe characteristics associated with crisis communication information and sources of crisis communication that can enhance or maintain public trust. The results of this review suggest the public judges the trustworthiness of crisis communication based on the information characteristics, including consistency, repetition, and timeliness, and especially transparency and uncertainty. Public health is a trusted source of crisis communication when the presenting spokesperson is a health official, the information is not perceived as politicized, and is timely. Community leaders, such as family doctors, are also trusted sources of crisis communication, whereas media and government officials face distrust because of perceived sensationalized information, and defensiveness and unreliable information respectively. Qualitative data in this area is limited, especially involving the public and priority populations, and should be the focus of future research.

Strategies to be prepared for a risk communication crisis.

This introductory article describes a multistep process for communicating complex information from the perspective of the communicator. As part of the introduction to a special issue, it suggests three premises grounded in the literature and practice. One is an organization cannot risk communicate its way out of problems created by poor risk assessment and risk management. Second, poor risk communication can undermine satisfactory risk assessment and management. Third, a proactive plan grounded in risk analysis is essential and implemented with periodic training exercises. The article presents a step-by-step communication planning process that has been used in the field. Much of the special issue is devoted to the experiences of practitioners and communication experts in successfully communicating and listening to government and private organization representatives, media representatives, and the public about complex risk issues, focusing on nuclear-related ones. The goal is to add to our collective experience on practices that work and do not work under the many conditions that involve risk communications. The ground is changing under risk communication because of the rapid expansion of media sources and technologies. What worked a decade ago may no longer be best practice. Common to success across media and audience is the need for a planning process that is adaptable to changing conditions.

Are you prepared for the next storm? Developing social norms messages to motivate community members to perform disaster risk mitigation behaviors.

Preparing for natural disasters and adapting to climate change can save lives. Yet, minimal research has examined how governments can motivate community members to prepare for disasters (e.g., purchasing flood insurance or installing water barriers in homes for floods and hurricanes). Instead, studies have focused on how to communicate actions individuals should take during disasters, rather than before disasters. This study develops messages targeting social norms, which are promising approaches to motivate community members to adopt disaster risk preparedness and mitigation behaviors. Specifically, we developed a variety of messages integrating descriptive norms (i.e., what others do), injunctive norms (i.e., what others believe should be done), and a social norms-based fear appeal, or social disapproval rationale (i.e., a negative social result of [not] taking behaviors). Then, we tested these messages through two between-subject factorial online experiments in flood- and hurricane-prone U.S. states with adult samples (N = 2,286). In experiment 1 (i.e., purchasing flood insurance), the injunctive norms message using weather forecasters and the social disapproval rationale message significantly increased social norms perceptions, which in turn influenced behavioral intentions. In experiment 2 (i.e., installing water barriers), the injunctive norms message using weather forecasters, the injunctive norms message using neighbors, and the social disapproval rationale message significantly increased social norms perceptions, which in turn influenced mitigation intentions. However, the descriptive social norms message was not effective in increasing social norms perceptions. We provide some of the first empirical evidence on how organizations' risk communication can empower community members to prepare and mitigate the impact of disasters.

A cross sectional study of nurses' perceptions of nurse leaders' internal crisis communication during the COVID-19 pandemic.

AIM: The aim of this study is to describe nurse perceptions of nurse leaders' internal crisis communication during the COVID-19 pandemic. BACKGROUND: Internal communication is a vital part of nurse leaders' work, even more so during crises such as the COVID-19 pandemic. METHOD: This is a cross-sectional study design. The data were collected from 204 Finnish nurses in February 2021. A questionnaire developed in this study consisted of 29 items measuring internal crisis communication and seven demographic variables. The relationships between the variables were examined with cross-tabulation, a chi-squared test and non-parametric tests. Factor structure was evaluated with exploratory factor analysis and reliability with Cronbach's alpha. RESULTS: Nurses perceived the timeliness of communication highest and interaction the lowest. Nurses from intensive care, acute care and operative rooms gave highest evaluations for the content of communication and timeliness. Nurses working with COVID-19 patients daily or weekly evaluated the highest level of false communication. CONCLUSION: Nurse leaders' internal crisis communication was timely, especially in the most critical units dealing with the pandemic. The study highlighted the importance of considering a unit's special needs for internal crisis communication. Interaction between nurse leaders and nursing staff during periods of crisis needs improvement. IMPLICATIONS FOR NURSING MANAGEMENT: Nurse leaders' successful and emphatic communication is important in supporting nurses in managing a crisis.

[A new understanding of risk communication in public health emergencies]. / Ein neues Verständnis von Risikokommunikation in Public-Health-Notlagen.

Risk communication of public institutions should support the population in the decision-making process in the event of existing risks. It plays a particularly important role in health emergencies such as the SARS-CoV­2 pandemic. After the SARS outbreak in 2003, the World Health Organization (WHO) revised its International Health Regulations (IHR 2005) and called for risk communication to be established as a core area of health policy in all member countries. While the emphasis on health policy was welcomed, the potential for risk communication in this area has not yet been fully exploited. Reasons include discrepancies in the understanding of risk communication and the large number of available methods.This discussion article is intended to help establish a new understanding of risk communication in public health emergencies (emergency risk communication - ERC). It is suggested that, in addition to the risks, the opportunities of the crisis should be included more and that risk communication should be understood more as a continuous process that can be optimized at various points. The "Earlier-Faster-Smoother-Smarter" approach and in particular the earlier detection of health risks ("Earlier") could support the management of public health emergencies in the future.

[Specifics of risk and crisis communication in radiation protection and radiological emergency preparedness and response]. / Besonderheiten der Risiko- und Krisenkommunikation im Strahlenschutz und radiologischen Notfallschutz.

Forms of good risk and crisis communication in radiation protection must always be seen in relation to the societal handling of the different radiation topics about which the communication takes place. Risk and crisis communication are usually regarded as different communication disciplines. The article provides insight into the complexity of communication in the field of radiation protection in different contexts. Special characteristics of the respective form of communication and the possible uses of these forms of communication are described.

Victim crisis communication strategy on digital media: A study of the COVID-19 pandemic.

The COVID-19 pandemic and the lockdown bore a devastating impact on organizations across the globe. In this crisis, organizations belonged to the victim cluster, with a low crisis responsibility. Nevertheless, organizations needed to strategize their crisis responses and communicate with stakeholders to reduce the threat to reputational capital and manage stakeholder reactions in the pandemic. In this paper, we studied organizational Twitter communication during the COVID-19 crisis through the lens of the situational crisis communication theory (SCCT). We analyzed 325,627 tweets collected from the Twitter pages of 464 organizations belonging to the Fortune 500 list. The Twitter data reflected organizational COVID-19 crisis response strategies and demonstrated organizational use of Twitter for crisis communication. We applied lexicon-based emotion mining to identify and measure emotions, and topic mining to measure crisis response topic scores from this large multi-organization dataset. We performed path analysis to test our research model derived from the SCCT. The analysis showed that instructing and adjusting information can minimize threats to organizational reputation in a victim crisis and manage stakeholder reactions. Positive emotions showed a stronger association with behavioral outcomes. Emotion neutral tweets generated more favorable stakeholder reactions. The paper contributes to the literature on situational crisis communication for a victim crisis. The multi-organization data addresses the sensitive inter-organization dependencies and improves the understanding of crisis communication. It provides practitioners an insight into the effect of the COVID-19 crisis response strategies on stakeholder emotions and behavior.

Hotel guest satisfaction during COVID-19 outbreak: The moderating role of crisis response strategy.

Taking appropriate strategies in response to the COVID-19 crisis has presented significant challenges to the hospitality industry. Based on situational crisis communication theory (SCCT), this study aims to examine how the hotel industry has adopted strategies in shaping customers' experience and satisfaction. A mixed-method approach was employed by analysing 6556 COVID-19 related online reviews. The qualitative findings suggest that 'rebuild strategies' dominated most hotels' response to the COVID-19 crisis while the quantitative findings confirm the direct impact of affective evaluation and cognitive effort on customer satisfaction. The results further reveal that hotels' crisis response strategies moderate the effects of affective evaluation and cognitive effort on customer satisfaction. The study contributes to new knowledge on health-related crisis management and expands the application of SCCT in tourism research.

Instagram travel influencers in #quarantine: Communicative practices and roles during COVID-19.

The crisis arising from the COVID-19 pandemic has affected the entire tourism system, including communication and marketing practices. Of these practices, in recent years influencer marketing has been one of the more successful strategies for both destinations and tourism businesses. This research investigates the impacts of the COVID-19 crisis on travel content creators, their communicative practices, and their engagement with audiences, brands and health authorities. The study uses netnography based on immersion, interviews and social media content analysis. The results obtained show that the pandemic has transformed influencer marketing and has driven influencers to change their business strategies, content creation tactics and engagement mechanisms. The findings contribute to the crisis communication literature by illustrating that influencers constitute important allies for organisations when communicating during a crisis and have played a critical role in tourism recovery.

Eliciting positive emotion through strategic responses to COVID-19 crisis: Evidence from the tourism sector.

While social media are effective means of communicating with adverse customer emotions during a crisis, it remains unclear how tourism organisations can respond to pandemic crisis on social media to prevent negative aftermaths. Using a set-theoretical approach, we investigate how COVID-19 response strategies and linguistic cues of responses are intertwined to evoke positive emotions among consumers. This study entails a qualitative content analysis of tourism organisations' COVID-19 announcements and a social media analytics approach that captures consumers' emotional reactions to these announcements via their Twitter replies. Our results extend some well-established findings in the tourism crisis literature by suggesting that combining innovative response strategy, argument quality, and assertive language can reinforce positive emotions during the COVID-19 crisis. Taking organisational characteristics into consideration, we suggest that young established hotels utilise innovative response strategies, whereas retrenchment response strategies for all types of restaurants should be avoided during the COVID-19 crisis.

Design principles for conversational agents to support Emergency Management Agencies.

Widespread mis- and disinformation during the COVID-19 social media "infodemic" challenge the effective response of Emergency Management Agencies (EMAs). Conversational Agents (CAs) have the potential to amplify and distribute trustworthy information from EMAs to the general public in times of uncertainty. However, the structure and responsibilities of such EMAs are different in comparison to traditional commercial organizations. Consequently, Information Systems (IS) design approaches for CAs are not directly transferable to this different type of organization. Based on semi-structured interviews with practitioners from EMAs in Germany and Australia, twelve meta-requirements and five design principles for CAs for EMAs were developed. In contrast to the traditional view of CA design, social cues should be minimized. The study provides a basis to design robust CAs for EMAs.

Deny or bolster? A comparative study of crisis communication strategies between Trump and Cuomo in COVID-19.

This study applied the situational crisis communication theory (SCCT) in political crisis communication amidst the COVID-19 outbreak, a "sticky crisis" that is longitudinal and politicized, thereby involving multiple challenges and complexities. Considering the critical role of Twitter in the information transmissions during the ongoing pandemic, this study considered politicians' tweets as a proxy to access their crisis communication strategies and conducted a systematic content analysis to critically evaluate COVID-19 crisis communication strategies of two politicians, Trump and Cuomo, according to their perceived day-to-day circumstances during COVID-19. Three strategies categorized by SCCT, deny, diminish, and bolstering, surfaced with significance for both Trump and Cuomo. A new strategy specific to the political context, cohesion, was also identified. In addition, significant differentiation was observed in the strategic narratives between Trump and Cuomo, which reveals the evolving political dynamics in disease representation and crisis messaging. For example, Trump emphasized social exclusion and accusations of Democrats whilst Cuomo stressed care for vulnerable and minority groups and compassion delivery. Moreover, deny strategy, especially accusing other races, significantly boosted audience engagement for Trump. The results are discussed in relation to the idiosyncrasy of the complex COVID-19 pandemic and crisis communication in the political realm. Our findings demonstrate practical implications including online crisis messaging recommendations that foster public trust during politicized and polarized health emergencies and cultivate grounds for information exchange beyond partisan barriers.