Summary of Conference Sessions - LeedsTalksPR · the convergence between theory and practice in risk and crisis communication. Summary of the Crisis6 Social Programme Wed 2 Oct –

Conference Programme & Information

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Summary of Conference Sessions

General Conference Information ......................................................................................................... 5

Summary of the Crisis6 Social Programme ........................................................................................ 5

Recommended Places to Visit in Leeds ............................................................................................. 5

Getting Around Leeds ......................................................................................................................... 5

Emergency Services Number – 999 ................................................................................................... 5

Conference Emergency Contact – Audra Diers-Lawson .................................................................... 5

Graduate Student Workshop ............................................................................................................... 6

Conference Schedule At A Glance ...................................................................................................... 7

Detailed Conference Schedule ............................................................................................................... 8

Thursday 10am -1230pm Conference Workshops ........................................................................ 8

Simulation Experience, Simulation Development ........................................................................... 8

Social Media Analytics, An Introduction to the Tools, Techniques ................................................. 8

Thursday 1230-130 Hot Buffet Lunch, 7th Floor. Cheer Room Open for Lunch and Networking. ...... 8

Thursday 130-230, Parallel Session 1 ............................................................................................. 9

Demonstration – Methods of Analysing Crises ............................................................................... 9

Reading crises: Responding to crisis based on the attack level and stakeholders envisaged ... 9

Research Papers: Consulting Through Crises ................................................................................ 9

Crisis consultancies in crisis: The construction of concern and the history of an illegal

communication strategy .............................................................................................................. 9

Liminality in issues and crisis communications management: A case study of the Leeds 2023

Capital of Culture bid ................................................................................................................. 10

Thursday 245-445, Parallel Session 2 ........................................................................................... 11

Research Papers: Understanding stakeholder mindsets and emotions ....................................... 11

Detecting cybersecurity issues on Twitter during a data breach with machine learned text

classification and social network analysis ................................................................................. 11

Life in prepper country: An analysis of explanatory factors of crisis preparedness .................. 11

Alarming news: Effects of push notifications on people’s emotions and secondary crisis

communication .......................................................................................................................... 12

Use of strategic silence in crisis communication: Examining publics’ perceptions, acceptance,

and evaluation of organizational reputation .............................................................................. 12

Research Papers: Managing Narratives in politicized environments, disasters, and conflict ....... 13

Media representations of the refugee crisis in Greece: A peace journalism perspective ......... 13

Digital sourcing in armed conflicts: From substitute for state functions to co-option ................ 13

Did the Macau government learn a lesson? The crisis management of Typhoon Hato and

Typhoon Mangkhut ................................................................................................................... 14

Charisma, control, and credibility: Why politicians thrive or dive during a crisis ....................... 14

Thursday 5-6pm, Parallel Session 3 .............................................................................................. 15

Agency Presentation – Brand Protection, Monitoring Issues & Crisis .......................................... 15

The what, why and how of brand protection ............................................................................. 15


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Research Papers: Exploring Crisis Communication Across Africa ............................................... 15

African voices in risk and crisis communication: An exploration of new approaches to crisis

communication theory ............................................................................................................... 15

Research Papers: Exploring Crisis Communication Across Africa ........................................... 16

Insight into Western and Southern African disaster management: Can it benefit the UK ........ 16

Thursday 6-9pm, Keynote Panel and Conference Reception, The View 8th Floor.................... 17

Stephen Croucher, Professor and Head of the School of Communication, Journalism, &

Marketing, Massey University, New Zealand ................................................................................ 17

Daniel Monehin, CEO, Resolut Management Consulting, Inc., Canada ...................................... 18

Keri Stephens, Associate Professor in Organizational Communication Technology University of

Texas at Austin, USA .................................................................................................................... 18

Friday 9-1030am, Parallel Session 4 ............................................................................................. 19

Research Papers: Theory Building in Risk and Crisis Communication ........................................ 19

The presidency of the Portuguese Republic and the fire of October: Analysis of communication

according to SCCT .................................................................................................................... 19

Research Papers: Theory Building in Risk and Crisis Communication ........................................ 19

‘Together we fly’ Aviation industry’s insights into crisis management and crisis communication:

An application of the fourth levels of interdependencies model ................................................ 19

SCCT meets RAT: Testing crisis response strategies in a multivocal environment ................. 20

Research Papers: Risk, Vaccination, and the Global Social Media Debate ................................. 20

Let’s talk about #HPV: Narratives, nudges, and emotions during #HPVAwarenessDay on

Twitter and Instagram ............................................................................................................... 20

Risk communication in a populist era: Anti-vaccine topic and the threat of measles epidemic in

Finland ....................................................................................................................................... 21

Vaccination communication by social media users: An interview study of Facebook use(rs) in

Sweden ..................................................................................................................................... 21

Friday 1045am-1215pm, Parallel Session 5 .................................................................................. 22

Research Papers: Terrorism & Communication, From Risk Mitigation to Recovery .................... 22

An investigation of risk factors and instructional crisis communication interventions to address

school shooting crisis events .................................................................................................... 22

Ensuring a victim-centered approach to crisis communication ................................................. 22

Crisis communication response for terrorist attacks and threats: The Nigerian tourism industry

perspective ................................................................................................................................ 23

Research Papers: Developing & Evaluating Crisis Response Strategies .................................... 23

Crisis response selection decisions under time pressure ......................................................... 23

Empathy in crisis communication: Understanding the impact of verbal and nonverbal

emotional expressions in organizational crisis responses ........................................................ 24

The role of cultural value orientations in cross-cultural crisis communication: Exploring

European, Latin American, and Confucian perspectives on organizational crises ................... 24

Friday 1215-1245 Hot Buffet Lunch, 7th Floor. Grab & go to the Matter room for the Special Keynote

Session.............................................................................................................................................. 24

Friday 1245pm-2pm Special Keynote Session Whistleblowing & The Norsk Tipping

Experience (Matter Room).............................................................................................................. 25

Friday 2:15-330pm, Parallel Session 6 .......................................................................................... 26


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Cross-cultural evaluation of crisis preparedness: Evaluating ethics and social responsibility as

predictors of stakeholder tolerance for crisis ............................................................................ 26

Innovation in theorizing pre-crisis communication .................................................................... 26

Factors Influencing Crisis Communication .................................................................................... 27

Towards a multi-faceted and contextual understanding of trust ............................................... 27

It’s all in the name ..................................................................................................................... 27

Friday 4-5pm, ECREA Business Meeting ..................................................................................... 28

Friday 730-11pm Taste of Yorkshire Cultural Event .................................................................... 28

Saturday 930-11am, Parallel Session 7 ......................................................................................... 29

Research Papers: Interventions to improve message compliance ............................................... 29

Choreographic performance to preserve life during major earthquakes in Mexico: A social

communication engineering-based intervention model ............................................................ 29

Innovations in crisis communication theory to aid the comprehension compliance with urgent

biosecurity messages ................................................................................................................ 29

Resistance to change is futile? The quest for understanding psychological barriers in health

risk communication: Insights from a national survey in the U.S. .............................................. 30

Research Papers: The Rise of the Machines: Risk, Crisis, and AI ............................................... 30

Public risk perception of artificial intelligence in Germany and the United States .................... 30

Communication in the fourth industrial revolution: Harnessing technology in risk and crisis

communication .......................................................................................................................... 31

Crisis communication in the world of AI: Why prescriptive theory matters for the future .......... 31

Saturday 1115am-1245pm, Parallel Session 8 ............................................................................. 32

Research Papers: Complex risk and crisis message environments & methods for analysis ....... 32

Show me don’t tell me: An exploration of #fluvaccinen Pinterest visuals ................................. 32

Multi-method approach for crisis research in hybrid media environment ................................. 32

The risk of ignoring equality issues within organisations: Reflections from women within the

British communications industry................................................................................................ 33

Research Papers: Risk and Crisis Communication within Organizations..................................... 34

Risks in the healthcare sector and their mitigation by using two-way symmetrical model of

public relations .......................................................................................................................... 34

The commercialisation of knowledge work: Risk and implications for worker well-being in

modern organisations ................................................................................................................ 34

Saturday 1245-145 Hot Buffet Lunch, 7th Floor. Cheer Room Open for Lunch and Networking. ..... 34


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General Conference Information Leeds Beckett University is looking forward to hosting Crisis6 in Leeds at the Studio conference

venue. The conference is on the 7th Floor of the Riverside West Building at Whitehall Road LS1 4AW.

The conference will run from Thursday 3 October through Saturday 5 October, 2019.

WIFI: thestudio

PASSWORD: customerfirst

We have received great submissions with participants from over 20 countries including: Australia,

Belgium, Canada, China, Denmark, Finland, Germany, Greece, Hong Kong, India, Indonesia, Italy,

Mexico, the Netherlands, Norway, Portugal, Romania, Russia, Singapore, Sweden, Switzerland, the

United Arab Emirates, the United Kingdom, and the United States.

This conference will feature special sessions to inspire discussion, skill and idea development, and

the convergence between theory and practice in risk and crisis communication.

Summary of the Crisis6 Social Programme

Wed 2 Oct – 6-9pm No Host Reception Head of Steam 12 Mill Hill Leeds LS1 5DQ* Thur 3 Oct – 6-9pm Conference Reception – The Studio (cost included in registration) Fri 4 Oct – 730-11pm Taste of Yorkshire & Cultural Programme (location the Victoria Hotel - 28 Great

George St, Leeds LS1 3DL) Cost £45*

Recommended Places to Visit in Leeds Leeds City Museum (about a 3 minute walk from the Victoria Hotel) Millennium Square, Leeds LS2

8BH

Leeds Art Gallery (about a 5 minute walk from the Victoria Hotel) The Headrow, Leeds LS1 3AA

Leeds Corn Exchange – Domed Victorian building with unique and local shops, also across from the

Leeds Kirkgate Market – great for a Saturday afternoon shop, local food stalls, etc. Call Ln, Leeds

LS1 7BR

For other Leeds Museums and Galleries: https://museumsandgalleries.leeds.gov.uk/

Other tourist information: https://www.visitleeds.co.uk/

Getting Around Leeds

Leeds City Centre is a very walkable, small city centre. If you don’t feel like walking, we

recommend either Uber or Amber Cars (download their app or call 0113 202 2112, if calling

from UK +44113 202 2112 from international phones)

Emergency Services Number – 999

Conference Emergency Contact – Audra Diers-Lawson • Facebook Messenger – Audra Diers

• Cell - 07752159775 (UK), +447752159775 (International)

• You can also reach me at the same number on WhatsApp

http://studiovenues.co.uk/venues/leeds/

http://studiovenues.co.uk/venues/leeds/

https://museumsandgalleries.leeds.gov.uk/

https://www.visitleeds.co.uk/

https://www.google.com/search?q=amber+taxi&oq=amber+taxi&aqs=chrome..69i57j0l5.1583j0j4&sourceid=chrome&ie=UTF-8


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Graduate Student Workshop

Wednesday 2 October, 2019

Each of the graduates presenting their work has a 45-minute session. Presenters should

prepare a presentation that is no longer than 25 minutes highlighting the key components of

their project.

Remember, to balance the presentation – do not over-emphasise the literature review;

rather, focus on the original contributions that you are making with the project. This is meant

to be developmental, so different presentations may focus on different parts of their projects

depending on where participants are in their process.

After each presentation, there will be a 20-minute discussion with questions and feedback

from the panel and if there is time a broader discussion about the project and research.

9-930 am Arrival, Registration, & Morning Coffee, Tea, Pastries 9:45-11:15 am Workshop Panel and Group Discussion

Professor Stephen Croucher (Massey University, NZ) Professor Ralph Tench (Leeds Beckett, UK) Associate Professor Keri Stephens (UT-Austin, USA)

Each member of the panel will discuss an aspect of research and professional development (approximately 20 mins each) and then we will have a 30-minute moderated discussion where Workshop participants can ask about the presentations, the PhD process, professional development, and best practices.

11:15 – 11:30 am Break – Tea, Coffee, Water, and Snack Packs provided 11:30 – 12:15 pm Presentation and Discussion 1 12:15am -1:00 pm Presentation and Discussion 2 1-2pm Break - Hot Buffet Lunch at the Studio 2:00 – 2:45 pm Presentation and Discussion 3 2:45 – 3:30 pm Presentation and Discussion 4 3:30 – 3:45 pm Break – Tea, Coffee, Water, and Snacks provided 3:45 – 4:30 pm Presentation and Discussion 5 4:30 – 5:00 pm Closing Remarks 6:00 – 9:00 pm No host reception at the Head of Steam 12 Mill Hill Leeds LS1 5DQ

Head of Steam is located across from the Leeds Train Station. It is a relaxed and traditional British pub with good pub food and a diverse selection of drinks. For more information:

https://www.theheadofsteam.co.uk/bars/leeds-city-centre Please register your interest in attending on our website – it costs nothing but lets us make appropriate reservations on the table.

https://www.theheadofsteam.co.uk/bars/leeds-city-centre


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Conference Schedule At A Glance

The conference has been organised so that traditional research and case study presenters

will have 20 minutes for their presentation plus up to 5 minutes directly after each

presentation for questions. In addition, each of the sessions will have a general discussion

period after all the presentations for the session.

We also have some special sessions that have been integrated into the schedule.

Wednesday 830am-5pm Graduate Student Workshop 6-9pm No Host Reception at the Head of Steam – 12 Mill Hill Leeds

LS1 5DQ (it’s right across from the Leeds Train Station). Thursday

830-930am Registration, Morning Tea, Coffee, Pastries 930-10 Conference Opening & Welcome – Recharge Area 10-1230pm Conference Workshops

Workshop 1: Crisis Simulation Experience, Development Workshop 2: Social Media Data Analysis

1230-130pm Hot Buffet Lunch 130-230 Parallel Session 1

Coffee, Tea, Water, Snacks Available 245-445 Parallel Session 2

Coffee, Tea, Water, Snacks Available 5-6pm Parallel Session 3 6-9pm Keynote Panel and Conference Reception at The Studio

Friday

830-9am Registration, Morning Tea, Coffee, Pastries 9-1030am Parallel Session 4

Coffee, Tea, Water, Snacks Available 1045-1215 Parallel Session 5 1215-1245 Hot Buffet Lunch Service, prepare for special session 1245-2 Luncheon Special Session in the Matter Room:

Whistleblowing The Norsk Tipping Experience Coffee, Tea, Water, Snacks Available

2:15-330pm Parallel Session 6 330-430pm ECREA Meeting 730-11pm Taste of Yorkshire & Cultural Event – Addtl registration

Saturday

Sleep in a bit, but you won’t want to miss today’s panels. Don’t worry, we’ll have plenty of coffee. 9-930am Registration, Lots of Coffee, Tea, and Pastries 930-11 Parallel Session 7 More Coffee, Tea, Water, Snacks Available 1115-1245 Parallel Session 8 1245-145 Hot Buffet Lunch and Conference Closing


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Detailed Conference Schedule

Thursday 10am -1230pm Conference Workshops Conference Workshop Introduction

This year we are introducing some special sessions for our conference aimed at developing teaching, research, and practice. The first of these are our mini-workshops. Everyone is welcome to attend; however, if you would like to directly participate, please register your interest online. They are included in the conference fee, but registration is necessary.

Matter Room Simulation Experience, Simulation Development Audra Diers-Lawson, Leeds Beckett University, UK Increasingly simulations being used across the private and public sectors as tools for screening candidates for jobs, practicing new skill development, team building, and certainly for crisis training and development. However, bought simulations and most simulation tools are limited. In this session, participants will be introduced to a fully-customizable approach to simulations to meet learning, skill development, and professional objectives delivered in a real-time environment. Any Internet-capable devise can be used for this workshop. There are three parts to this workshop

1. Experience a one-hour immersive crisis simulation experience 2. Half-hour debrief and discussion of the simulation 3. Directed discussion of the process for developing immersive

simulations, tools, and best practices.

Mind Room Social Media Analytics, An Introduction to the Tools, Techniques Daniel Vogler, University of Zurich, Switzerland With an increase in the research using social media, its emergent importance across disaster response, and the applied use for organisations facing different types of crises, the core aim of this workshop is to introduce Twitter-based analytics for beginners. People with no background in analytics or ‘big data’, are especially invited to participate. A laptop is required for full participation. For registered participants, you will receive information on pre-conference set up of your laptop. There are three parts to this workshop:

1. An introduction to social media analysis 2. Setting up Twitter API and downloading data 3. Analyzing Twitter data

Thursday 1230-130 Hot Buffet Lunch, 7th Floor. Cheer Room Open for Lunch

and Networking.


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Thursday 130-230, Parallel Session 1

Matter Room Demonstration – Methods of Analysing Crises Chair: Silvia Ravazzani

Reading crises: Responding to crisis based on the attack level and stakeholders envisaged Corina Daba-Buzoinau & Monica Bira National University of Political Studies and Public Administration, Romania This demonstration is grounded in the significant shift crisis communication is facing nowadays, as brands tend to face new crisis and audiences have powers that were never seen before. New media along with social media platforms lead to a change in the way events transform into crisis and in the way the audiences expect companies to respond to them. The huge amount of information audiences have, the quantity of communication tools, platforms and channels as well as the possibility to react instantly reshape the communication landscape and crisis communication. Although the literature on the field digs into the specificity of crisis in online environments, there is little differentiation between crisis taking place in traditional media and in new media. Scholars acknowledge that there are important features of crisis occurring in social media platforms and that in some cases and specific contexts, online crisis may cross over and expand to all channels, but this phenomenon is explored with traditional research tools. Adhering to all these leads to the need of looking in a new way to crisis and further understand the vulnerable elements and the stakeholders. By all means, this demonstration aims to help both scholars and practitioners read a crisis, by looking into the elements that are being put in the spot light and therefore under attack and the stakeholders involved.

Mind Room Research Papers: Consulting Through Crises Chair: Janina Schier

Crisis consultancies in crisis: The construction of concern and the history of an illegal communication strategy Winni Johansen & Finn Frandsen Aarhus University, Denmark The aim of this paper is to study how the communication consulting industry in Denmark reacted when the Danish Competition Council released its decision in January 2019 that Falck, Denmark’s largest provider of ambulance services, had abused its dominant position and secretly hired a well-reputed Danish communication consultancy, Advice, to assist Falck in developing and implementing a communication strategy aimed at excluding its Dutch competitor BIOS from the Danish market. What specific kind of ‘crisis communication’ are applied by consulting agencies who often themselves advice their clients about how to manage a crisis?


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Mind Room Research Papers: Consulting Through Crises (continued) Chair: Janina Schier

Liminality in issues and crisis communications management: A case study of the Leeds 2023 Capital of Culture bid

Shirley Beresford Leeds Beckett University, UK Following a five year communications journey from Spring 2014 to Spring 2019, the Case Study charts the progress of the Leeds 2023 Bid to be awarded the European Capital of Culture competition. From an initial city wide agreement to bid at Town Hall meetings with more than 300 arts and cultural industry stakeholder groups across the city, to the 2016 UK BREXIT Vote, to the personal executive decision by Michel Barnier (EU Chief BREXIT Negotiator) to block any UK bid in the midst of the negotiation crisis, the research maps the emerging narratives and storytelling of the campaign and its stakeholder engagement, its message strategies, its communications issues, challenges and finally opportunities and successes.


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Thursday 245-445, Parallel Session 2

Matter Room Research Papers: Understanding stakeholder mindsets and emotions Chair: Florian Meißner

Detecting cybersecurity issues on Twitter during a data breach with machine learned text classification and social network analysis

Daniel Vogler, University of Zurich, Switzerland Florian Meißner, Heinrich Heine University, Düsseldof, Germany

This study investigates how Twitter users communicated about a cybersecurity crisis at the US ticket retailer Ticketfly, where personal data of 27 million users were leaked. Cybersecurity awareness is detected in tweets through automated text classification. Subsequently, relevant user communities are grouped through a social network analysis. The results show that users concerned about security issues are part of expert communities with already superior knowledge about cybersecurity. The contribution that this paper makes to the conference theme is twofold: 1) It deals with a cybersecurity-related crisis, a thematic area that until now has received only little attention by crisis communication research; 2) the study includes automated text classification and computational social network analysis, both of which represent highly innovative methods of analysis.

Matter Room Stakeholder mindsets and emotions (continued) Chair: Florian Meißner

Life in prepper country: An analysis of explanatory factors of crisis preparedness

Bengt Johansson University of Gothenburg, Sweden

Crisis preparedness is a crucial factor for citizens’ ability to cope with crises. Those who are prepared are more likely to handle the changes of ordinary life, which a crisis can result in. Previous research, especially in disaster studies, has tried to find individual and social factors explaining to what extent citizens prepare themselves for hurricanes, flooding, and other crises. This paper focuses on more general crisis preparedness in the Swedish society and seeks to investigate factors explaining why or why not people are prepared for dealing with a crisis situation where they lack power supply, heat, food, and water.


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Alarming news: Effects of push notifications on people’s emotions and secondary crisis communication

Marina Ghersetti University of Gothenburg, Sweden

Push notifications is a relatively new phenomenon that in short time has reached a notable distribution among news audiences. Push notifications are short, often sensational and dramatized, news messages intended to attract the audience’s attention, inviting it to further news consumption on news websites. Building on an experimental survey design, this study analyses how alarming push notifications and news affect people’s emotions, and trigger secondary crisis communication. The findings indicate that alarming news evoke immediate and negative feelings of anger, anxiety, sadness and fear among news consumers, and trigger a strong need for interpersonal communication. Short and fragmentised news messages evoke both stronger emotional reactions and communicative needs than longer and contextualised news stories. Alarming news did however, in this experiment, not prove to have any general emotional effects.


Use of strategic silence in crisis communication: Examining publics’ perceptions, acceptance, and evaluation of organizational reputation

Augustine Pang, Singapore Management University, Singapore Yan Jin, University of Georgia, USA Youngii Seo, University of Georgia, USA Sun In Choi, University of Georgia, USA Hui-Xun Teo, Nanyang Technological University, Singapore Phuong D. Le, Nanyang Technological University, Singapore Bryan Reber, University of Georgia, USA

Silence has been discouraged as a crisis response. Yet, in reality, organizations may adopt silence as its “refusal strategy” to ignore the accuser. With the employment of silence, consequently, under what circumstances should silence be broken? Given that silence is absent as a strategy in two dominant crisis theories examining crisis response, the Image Repair Theory (IRT) and the Situational Crisis Communication Theory (SCCT), this study addresses a gap. Can silence be strategically used as a bona fide strategy?


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Mind Room Research Papers: Managing Narratives in politicized environments, disasters, and conflict Chair: Silvia Ravazzani

Media representations of the refugee crisis in Greece: A peace journalism perspective Naya Kalfeli Aristotle University of Thessaloniki, Greece This paper aims to discuss media representations of the refugee crisis in Greece, during the summer of 2015, through a peace journalism lens. Based on framing and content analysis as theoretical and methodological tools, respectively, and by using a new peace journalism model, developed by the author, especially for studying media representations of immigration and asylum issues, the paper seeks to explore aspects of media framing of the refugee crisis that, to a large extent, have been little explored in international literature.

Mind Room Research Papers: Managing Narratives in politicized environments,

disasters, and conflict Chair: Silvia Ravazzani

Digital sourcing in armed conflicts: From substitute for state functions to co-option

Gregory Asmolov King’s College, UK

Crisis communication research is increasingly concerned with various forms of crisis-related participation and people-centered approaches (Scolobig et al., 2015). This is evident in a context of emergency response, but little attention has been paid to people’s participation in conflicts. This paper explores how digitally mediated user participation in armed conflicts is transformed over time and what shapes this transition. It examines three cases of digital sourcing in the context of the Russia-Ukraine conflict. These cases allow to examine the shift in the role of digital sourcing in a context of limited statehood (Risse, 2013). The cases show that, following the first phase of the conflict, the authorities tried to co-opt online initiatives – an approach that can be viewed both as part of a strategy to rebuild military capabilities and as an attempt to eliminate independent initiatives. Our analysis found a tension between three models of resource mobilization. First was crowdsourcing, a digitally mediated mobilization of user resources relying mostly on connective action. Second was outsourcing, where a group of digital users constituted an organizational structure in order to offer their resources with specific conflict-related goals. Last was insourcing, where resources were integrated into state institutions.


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Did the Macau government learn a lesson? The crisis management of Typhoon Hato and Typhoon Mangkhut

Rami Hin-yeung Chan The Hang Seng University of Hong Kong In year 2017, Macau was hit by Super Typhoon Hato which caused more than 240 injuries and 10 deaths. The public had expressed dissatisfaction towards the Macau government in terms of its low awareness and slow response on the approach of such super typhoon. Hato was a tough lesson for the Macau government to learn as lots of investigations, “blame games” and improvement measures have been adopted. Unfortunately, just a year after Hato, another super typhoon which was Mangkhut hit Macau in the late summer of 2018. Only 40 people were injured this time; therefore, the government claimed that as its big success in handling the disaster. This study aims at providing a comprehensive review on the learning process after super typhoon Hato as well as the precautionary measures and crisis management in relation to super typhoon Mangkhut. The study will be divided into serval parts as follows. First, this study starts from a scientific comparison between the two super typhoons of comparable destruction in terms of their wind speed, rainfall and approaching direction to ensure validity. Second, this study will focus on the crisis learning measures taken by the Macau government with subsequent evaluation on the effectiveness of such measures on the next super typhoon Mangkhut.



Charisma, control, and credibility: Why politicians thrive or dive during a crisis

Hamish McLean Griffith University, Australia New Zealand Prime Minister Jacinda Ardern repeatedly uttered four key themes in the wake of the 2019 Mosque massacre: devastated, fury, reassurance and determination. Her actions and words following the attack have been lauded as a textbook of political leadership in a crisis. Others have not enjoyed such a positive spotlight. Australian then Prime Minister Julia Gilliard was seen as cold and disconnected during the 2010/11 flood disaster in the state of Queensland. This paper explores the role of political actors before, during and after a crisis or disaster, where sense-making and comforting victims is seen as a key aspect of leadership. Further, disasters are political events. This presentation/or paper fills a significant gap in disaster literature by taking a pragmatic approach to the dynamics between communities under threat, disaster management and the actions of elected officials. Drawing on field interviews worldwide, from Europe to Mongolia, the paper concludes with a description of best practice for political leaders in a crisis drawn from the perspectives of communities and emergency officials.


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Thursday 5-6pm, Parallel Session 3

Matter Room Agency Presentation – Brand Protection, Monitoring Issues & Crisis Chair: TBA

The what, why and how of brand protection Jo Tavares, Crisis Consultant Simeon Smith, Product Manager James Geary, VP of Operations Crisp Crisp is a leading social media issue detection and crisis monitoring firm for thousands of globally recognized brands, social platforms and advertisers. For over thirteen years, many of the world’s best-known brands have relied on Crisp to bridge the gap between their social media data and crisis plans. Crisp ensures a brand’s PR teams are the first to know about critical issues so that they can act fast to limit damage or even prevent a crisis from occurring. Jo Tavares, Crisis Consultant for Crisp will focus on exploring the integral role humans play in the identification and monitoring of crises online. Simeon Smith, Product Manager at Crisp will focus on the client and internal stakeholder problems that emerge on cross-professional teams. James Geary, VP of Operations at Crisp focuses on how technology can aid human intelligence (and visa versa) to detect and escalate emerging crisis and issues.

Mind Room Research Papers: Exploring Crisis Communication Across Africa Chair: Audra Diers-Lawson

African voices in risk and crisis communication: An exploration of new approaches to crisis communication theory Audra Diers-Lawson, Leeds Beckett University, UK Amiso M. George, Texas Christian University, USA Ben Duncan, Communication Consultant WHO, UK Daniel Monehin, Resolut Management Consulting, Canada Rebecca Hall, Forte Markets, Dubai, UAE The field of crisis communication has been criticized for being too focused on narratives emphasizing the Western and developed world (Diers-Lawson, 2017; Zhao, 2014). While the field was becoming more diverse, there was little research focusing on crises in Africa. In fact, George and Kwansah-Aidoo’s (2017) collection of essays represents one of the few pieces of work representing non-Western perspectives on culture and crisis communication. It is very clear that the field needs to not only better include diverse voices but also interrogate whether or not the theory building in the field is appropriate and applicable outside of the Western perspective. As such, this presentation’s core objective is to begin to identify the theoretical and practical needs in risk and crisis communication when managing issues and crises in a non-Western context. We will do so by critically reflecting on depth interviews of participants who have worked or presently work in Africa across a number of sectors to better understand the risk and crisis communication needs for those responding to crises across the continent.


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Mind Room Research Papers: Exploring Crisis Communication Across Africa

Chair: Audra Diers-Lawson Insight into Western and Southern African disaster management: Can

it benefit the UK

Tanya le Roux, Lee Miles, & Henry Bang Bournemouth University – Disaster Management Centre, UK

Cyclone Idai that hit Southern Africa, and in particular Mozambique in 2019, was another typical example of how first world countries stand ready to extend support to less developed nations in dire need. In addition, theoretical concepts on disaster risk reduction taken from first world countries are applied to less developed countries – even though it is argued to need adjustment (Bang et al. 2019). However, given that first world countries can assist less developed counties in managing disasters through various contributions, could less developed nations in return offer any insight into disaster management innovation and challenges to developed countries? This paper aims to address this question by exploring if and how combined knowledge from Western and Southern African disaster management innovation and challenges can benefit UK crisis and disaster management. In particular similarities between Western and Southern African disaster management lessons will be identified, based on information gathered for the AFRIGATE project by Bournemouth University Disaster Management Centre (BUDMC), and disaster management research done with the African Centre for Disaster Studies (ACDS) in South Africa. This will be followed by an examination of how these lessons could be useful in the UK’s disaster management sphere.


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Thursday 6-9pm, Keynote Panel and Conference Reception, The View 8th

Floor

Once we have completed our day’s conference activities, head up to the 8th Floor to the aptly

named View Room for our reception and Keynote panel. We will enjoy canapes and drinks

(cash bar) until about 6:30-6:45 when our Keynote Panel will begin. Each of the keynote

speakers will have a brief (approximately 15 minutes) presentation and then the objective is

to build a discussion about risk and crisis communication with the panel and sharing the

group’s collective research and experience. After the keynote panel concludes, we will wrap

up our evening with some more canapes and drinks (cash bar).

Keynote Speakers

Stephen Croucher, Professor and Head of the School of Communication, Journalism,

& Marketing, Massey University, New Zealand

Stephen M Croucher (Ph.D., University of Oklahoma,

2006) is the Professor and Head of the School of

Communication, Journalism, and Marketing at Massey

University. He is also the Wellington Regional Director

of the Massey Business School. He researches

immigrant cultural adaptation, religion and

communication, statistics, and conflict. He has also

explored how religion influences communication

behaviors. He is the winner of numerous top paper

awards at regional, national, and international

conferences, has authored more than 100 journal

articles and book chapters, authored/co-edited 10

books, and given keynote addresses in more than 20

nations. He serves on the editorial boards of more than 10 journals, and served as the editor

of the Journal of Intercultural Communication Research (2010-2019) and Speaker & Gavel

(2010-2015).

Torsten Rössing, Managing Partner Ewald and Rössing, GmbH Co. KG Mainz,

Germany.

Torsten Rössing is a crisis manager and since 2012, he

is the managing partner of the Media Advice GmbH &

Co., KG now Ewald & Rössing GmbH & Co., GK. He is

also a lecturer at the Hertie School of Governance in

Berlin, the German Federal Academy of Defence

Administration and Technology, and the Academy of the

Foreign Office. Since 2015, he is chairman of the

regional committee for the Hessen/ Rheinland-Pfalz/

Saarlandn of the German Society of Public Relations

(DPRG). Before that, he and Marcus Ewald were

German Debating Champions and he was the crisis

manager for the World Universities Debating Championships of 2013 and 2014 as well as

the crisis auditor for the European and World Universities Debating Championships of 2015.


18

Daniel Monehin, CEO, Resolut Management Consulting, Inc., Canada

Daniel Monehin is the CEO of Resolut Management Consulting, Inc., a firm that builds and deepends the leadership capabilities of managers to be prepared to lead when everything is on the line. He has global, multi-industry, and hands-on executive management experience in Fortune 500 and S&P 100 companies.

Before Resolut, Daniel led Mastercard’s enterprise-wide business as Executive Vice President of Remittances & Financial inclusion across over 210 countries and territories. Before that, as a Division President, he led Mastercard’s startup and management business in over 45 countries with

record-breaking socio-economic impact. With almost 30 years of executive leadership, P&L ownership, CFO, consulting and relationship management experience, Daniel has worked across banking, manufacturing and distribution, computer hardware, and financial technologies industries.

Daniel received an MBA from Queen’s University (Canada) and a BS (Honours) degree in Accounting from the University of Lagos (Nigeria). He is a Fellow of Canada’s Chartered Professional Accountants (FCPA, FCMA), and has earned the US Certified Public Accountants (CPA) designation. Daniel will be completing his doctoral studies, focusing on crisis leadership this year at the University of Manchester (UK).

Keri Stephens, Associate Professor in Organizational Communication Technology

University of Texas at Austin, USA

Keri K. Stephens, PhD, is an Associate Professor in Organizational Communication Technology and a Distinguished Teaching Professor in the Moody College of Communication at The University of Texas at Austin. Her research program explores the interplay of communication and technologies by examining organizational practices and organizing processes, especially in contexts of crisis, disaster, and health. She has authored over 80 articles appearing in top research journals, proceedings, and books, and her two most recent books are New Media in Times of Crisis (2019, Routledge), and Negotiating Control: Organizations and Mobile Communication (2018, Oxford University Press). Her Hurricane Harvey and

social media research was funded by the National Science Foundation, and she has given a TEDxTalk. She is an Associate Editor with Management Communication Quarterly, and is the incoming vice-chair for the Mobile Communication Group of the International Communication Association.

https://commstudies.utexas.edu/faculty/keri-stephens

https://commstudies.utexas.edu/faculty/keri-stephens

https://www.routledge.com/New-Media-in-Times-of-Crisis-1st-Edition/Stephens/p/book/9781138570290

https://www.routledge.com/New-Media-in-Times-of-Crisis-1st-Edition/Stephens/p/book/9781138570290

https://www.amazon.com/Negotiating-Control-Organizations-Communication-Studies/dp/0190625511

https://www.amazon.com/Negotiating-Control-Organizations-Communication-Studies/dp/0190625511

https://orgcommtech.org/calls-for-help-during-harvey/

https://www.youtube.com/watch?v=7bJJCovpwxE


19

Friday 9-1030am, Parallel Session 4

Matter Room Research Papers: Theory Building in Risk and Crisis Communication Chair: Keri Stephens

The presidency of the Portuguese Republic and the fire of October: Analysis of communication according to SCCT

Bianca Persici Toniolo & Gisela Gonçalves Universidade da Beira Interior, Portugal

This article has as object of study the communication produced by the press office of the Presidency of the Portuguese Republic during the two weeks that followed the outbreak of the fires of October 2017. The study investigated whether the Public Information model of public relations (Grunig & Hunt, 1984), identified with the communication’s strategies of the Portuguese Presidency (PRP) to the crisis, was able to produce the adequate response to the type of crisis in question, according to the framework of the Theory of Situational Crisis Communication (SCCT) by Coombs.

Matter Room Research Papers: Theory Building in Risk and Crisis Communication Chair: Keri Stephens

‘Together we fly’ Aviation industry’s insights into crisis management and crisis communication: An application of the fourth levels of interdependencies model

Janina Schier & Carolin Köppel LMU Munich, Germany

This study aims at investigating crisis management and communication in all its complexity. Therefore, it expands to the intra- as well as the interorganizational sphere of organizations where scientific output is rather sparse. By looking through the lenses of a new model, the Four Levels Interdependencies Model, the study integrates interactions and interrelations between corporate communication and other business divisions as well as with partner organizations into the research of crisis communication. The model is applied to the aviation industry in order to demonstrate actors, roles and responsibilities in highly complex environments in crises. By further considering strategies, measures and instruments, a better understanding of coordination and collaboration in crises is gained. The findings not only complement the new model and thereby contribute to crisis communication theory building but also refine and create best practices to improve structures and processes in practice. Finally, the study contributes to the interdisciplinary development of the research field as it bridges crisis communication research with organizational and public relations theory.


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Matter Room Theory Building in Risk and Crisis Communication (continued) Chair: Keri Stephens

SCCT meets RAT: Testing crisis response strategies in a multivocal environment

Finn Frandsen, Aarhus University, Denmark W. Timothy Coombs, Texas A&M University, USA Winni Johansen, Aarhus University, Denmark Sherry J. Holladay, Texas A&M University, USA

Too often people treat theories as silos rather than points of connection. A siloed view of theory misses the synergy that can be gained when elements of theories are combined to create new perspectives from which to view a phenomenon. The purpose of this paper is to develop one avenue of synergistic innovation by combining elements of situational crisis communication theory (SCCT) and rhetorical arena theory (RAT). Both RAT and SCCT were innovations for crisis communication. SCCT pioneered evidence-based crisis communication that was cognitively-based and articulated cause and effect relationships between crisis response strategies and crisis outcomes. RAT challenged crisis communicators to think of the possible effect of the numerous voices that populate the arena that emerges either before or during a crisis. The beauty of RAT is that the multi-vocal approach it articulates can be consistent with existing theory while challenging the notion of a single crisis voice, typically that of the organization in crisis.

Mind Room Research Papers: Risk, Vaccination, and the Global Social Media Debate Chair: Audra Diers-Lawson

Let’s talk about #HPV: Narratives, nudges, and emotions during #HPVAwarenessDay on Twitter and Instagram Ioana A. Coman, Texas Tech University, USA Jeanine Guidry, Virginia Commonwealth University, USA Mihaela Paun, University of Bucharest, Romania Carrie A. Miller, Virginia Commonwealth University, USA The current paper explores the risk communication interplay between the different actors that initiated and took part in the conversations around 2019 #HPVAwarenessDay on Twitter and Instagram through a mixed method approach and using narrative and nudge theories as theoretical lenses. This study is a valuable addition to the risk communication theory and literature, reflecting the current global social media HPV-related risk communication state, and offering innovative practical insights and solutions.


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Mind Room Risk, Vaccination, and the Global Social Media Debate (continued) Chair: Audra Diers-Lawson

Risk communication in a populist era: Anti-vaccine topic and the threat of measles epidemic in Finland

Maarit Pedak University of Helsinki, Finland Although there is broad consensus among majority of parents that childhood vaccination is efficient public health intervention, there is uncertainty how public health officials can effectively communicate with parents against to vaccines. Anti-vaccine topic and political populism are driven by similar dynamics: a deep mistrust in elites and experts. In Finland a pre-school child contracted the measles virus abroad and an epidemic could break out in small village where only 75 per cent of children have received the measles vaccine. The anti-vaccine topic became a vivid discussion in social media. 108 Tweets #antivaccine (#rokotevastaisuus) were analyzed and four different solutions for public health risk communication was found. The conclusion is that the wicked problem of anti-vaccine should tackle in strategic manner.

Mind Room Risk, Vaccination, and the Global Social Media Debate (continued) Chair: Audra Diers-Lawson

Vaccination communication by social media users: An interview study of Facebook use(rs) in Sweden

Pavel Rodin University of Gothenburg, Sweden The study analyses a case of vaccination communication in Sweden and focuses on practices and motivations of social media users (Facebook) to take part in issue-related communication. Drawing on the concept of participation culture by Henry Jenkins and motivation model by Daniel Katz, the study explores and juxtaposes motivations supporters and opponents of vaccinations revealing a similar motivation pattern for fighting misinformation, while disagreeing on which information is incorrect or misleading. Additionally, the study finds growing interest in expanding “presence” of their point of view from the confined groups to publicly visible communication spaces.


22

Friday 1045am-1215pm, Parallel Session 5

Matter Room Research Papers: Terrorism & Communication, From Risk Mitigation to Recovery Chair: Audra Diers-Lawson

An investigation of risk factors and instructional crisis communication interventions to address school shooting crisis events Deanna D. Sellnow & Tracy Gulliford University of Central Florida, USA Few would argue that mass shooting are on the rise worldwide. These include attacks, for example, taking place in in Mumbai (2008), Paris (2015), Nairobi (2013), Norway (2011), England (2017), Stockholm (2010), and Christchurch (2019) to name only a few. Moreover, some research suggests that as many as 31% of public mass shootings occur in the United States and an overwhelming number of them occur in elementary and secondary schools (e.g., Columbine, Sandy Hook, Parkland). For nearly two decades now, the number of school shootings occurring in the United States has been on the rise. Although there is widespread agreement that we must put an end to this ongoing crisis and ever-present risk of mass shootings, particularly in schools, much debate arises when attempting to understand why the problem is growing and how best to solve it. In an attempt to address at least one aspect of this undeniably complex crisis, this study explores the degree to which teachers are able to (a) identify risk characteristics of potential perpetrators before a school shooting occurs and (b) provide innovative risk/crisis communication support and/or instructional interventions to manage these risks. In doing so, the results of this research may ultimately save lives.

Matter Room Terrorism & Communication, From Risk Mitigation to Recovery (continued) Chair: Audra Diers-Lawson

Ensuring a victim-centered approach to crisis communication

Amanda Coleman Greater Manchester Police, UK

On May 22, 2017 a suicide bomber entered the Manchester Arena as families and young people were leaving the Arianna Grande concert. Twenty-two people died and hundreds more were injured in the terror attack. The session will consider how to ensure a crisis communication response can remain victim focused. It will consider the learning points and how they can assist other organisations, businesses and companies to keep the focus on the people who matter – those affected by the crisis. In the modern era of social media and instant communication the way those affected are treated will mean the difference between a crisis communication response that works and one that fails. The session will also look at how the communication is at the centre of the overall response and how achieving this can support the victim centred approach. It will conclude with key developments in this area and what is needed for the future.


23

Matter Room Terrorism & Communication, From Risk Mitigation to Recovery (continued) Chair: Audra Diers-Lawson

Crisis communication response for terrorist attacks and threats: The Nigerian tourism industry perspective

Enesi Majebi Leeds Beckett University, UK

Information about a terrorist attack incident can result in decline tourist arrivals and receipts, due to safety and security concerns among prospective and repeat tourist. This requires that that stakeholders make concerted effort towards reappraising their crisis communication strategy in order to return their destination to normalcy. In the light of recurrent terrorist attacks at destinations, this paper contributes to the Crisis6 Conference theme in the context of risk and crisis communication responses to terrorism. The contribution of this paper to the conference is significant, as it unravels the crisis communication strategies in a less researched destination like Nigeria’s capital city, Abuja, where there are threats of terrorist attack, following previous incidents (e.g. the bomb attack on a busy shopping district in the city, in 2014). It also contributes to the growing area of strategic crisis communication management.

Mind Room Research Papers: Developing & Evaluating Crisis Response Strategies Chair: Stephen Croucher

Crisis response selection decisions under time pressure An-Sofie Claeys, KU Leuven, Belgium W. Timothy Coombs, Texas A&M University, USA Aurelie de Waele, Ghent University, Belgium Crisis communication research has long focused on causal research examining how organizations in crisis should communicate in order to minimize reputation damage and on descriptive research examining how organizations actually communicate. What we see is that oftentimes organizations in crisis communicate in manners that focus on avoiding short term losses rather than in ways that lead to long term gains (e.g., Sisco, Collins, & Zoch, 2010). Considering evidence-based crisis communication guidelines, practice shows that organizations in crisis all too often prefer sub-optimal over optimal strategies. For example, organizations tend to deny or minimize responsibility instead of owning up to their responsibilities. They have a tendency to cover things up and delay communication rather than self-disclose information proactively. How can we explain this discrepancy between the optimal guidelines proposed by research and the sub-optimal ones seen in practice? We propose a novel and innovative approach in crisis communication research, namely to focus on the circumstances in which crisis communication decisions are made. We believe that distinctive features of a crisis, such as time pressure, determine the way in which decisions regarding crisis communication are made and as such affect the actual crisis response.


24

Mind Room Developing & Evaluating Crisis Response Strategies (continued)

Chair: Stephen Croucher Empathy in crisis communication: Understanding the impact of verbal

and nonverbal emotional expressions in organizational crisis responses

Lieze Schoofs & An-Sofie Claeys KU Leuven, Belgium

This study draws from social psychological research on the importance of empathy for forgiveness to understand how and why verbal and visual emotional expressions in organizational crisis responses affect reputation repair. A two-study design demonstrates that organizations should not be afraid to show genuine emotions when responding to crises. Expressing sadness, whether verbally or by means of facial expressions during interviews or press conferences, facilitates reputation repair by stimulating stakeholders’ empathy towards the organization. This result stimulates research to elaborate on the importance of empathy for reputation repair. However, communicating emotions in situations where the organization’s competence could be questioned (i.e. during the acute crisis stage, product failure), might pose a reputational risk.

Mind Room Developing & Evaluating Crisis Response Strategies (continued)

Chair: Stephen Croucher The role of cultural value orientations in cross-cultural crisis

communication: Exploring European, Latin American, and Confucian perspectives on organizational crises Tatjana Faj Technische Universität Ilmenau, Germany Organizations and companies are increasingly operating in a globalized environment. Hence, it is crucial for their managers and communicators to understand and communicate with various stakeholders from different countries with multifarious perceptions and needs. This will present the findings from focus group discussions held by students from West Europe, Latin America and Confucian- influenced countries aim at providing a first insight into cultural differences between stakeholders’ perceptions, their affective and cognitive processing mechanisms, as well as their evaluations related to organizational crises and crisis communication. The focus group study is a qualitative pre- study of a bigger research project that integrates theories from social psychology (Attribution Theory), crisis communication research (SCCT) and cross-cultural psychology (Theory of Cultural Value Orientations) and implements a mixed method design. It represents a first step towards the development of an audience-oriented theory of crisis communication with cross-cultural validity.

Friday 1215-1245 Hot Buffet Lunch, 7th Floor. Grab & go to the Matter room

for the Special Keynote Session.


25

Friday 1245pm-2pm Special Keynote Session Whistleblowing & The Norsk

Tipping Experience (Matter Room)

In 2007 Peer Jacob Svenkerud (PJS) blew the whistle at the

Norwegian National Lottery (Norsk Tipping). The genesis of the

conflicts at Norsk Tipping emerged from philosophical

differences. PJS saw himself as an agent of change, but his

organization was deeply committed to the comfort and joy their

historical culture provided. As opposed to such tradition, PJS

was professionally committed to an ideology that set out to

overtly critique and change organizations. Prior to his position at

Norsk Tipping, PJS promoted this program through an

international consultancy on the topic of Corporate Social

Responsibility (CSR). CSR’s goal is to expand the client

organization’s focus beyond profitability to a wider set of

ecological and cultural goals while remaining profitable—called “doing well while doing

good.” CSR was easy to espouse as a value, but equally easy to set aside and allow the

historical status-quo culture to dominate day-to-day practice. PJS’s initial difference with his

organization was over the substantive issues about the direction of the organization,

especially how it should define, approach, and promote its goals.

Beyond substantial differences, PJS’s position was further complicated by the demands of

his role. As communication director he was required to match internal communication

practices with what he communicated publicly about Norsk Tipping. Despite the legitimacy of

valuing such a balance, what goes on internally and what is said publicly are often

inconsistent communications.

Whistleblowing events are ideal for storytelling because they

involve a character, a problem, and how s/he works toward a

resolution. The story we tell is an acute example because it

contains a clash of power, secrecy, moral judgment, sacrifice,

and dissatisfaction. The story we tell in this book is notable

because it happens in Norway, which has been recognized

around the world for effectively combining the legal and cultural

forces of the country to emphasize supervisory skill,

transparency, and rule-following to quietly but effectively

manage whistleblowing incidents. What went wrong here?

Why and how did the Norwegian whistleblowing model for

resolving issues fail so completely?

In the context of crisis communication, whistleblowing is a crisis

context that is seldom discussed. In this special session, we

invite the attendees to listen to Peer discuss his experience as

a whistleblower as he reflects on the collaborative work that he,

Professor Larry Browning (Professor Emeritus, University of

Texas at Austin, USA), and Jan-Oddvar Sørnes (Professor,

Nord University, Norway) have completed to explore this case,

what we can learn about it, and consider the intersection of

whistleblowing, social responsibility, risk, and crisis. Join in the

conversation with Peer and Larry for this special panel and

discussion.

Peer Jacob Svenkerud 1

Larry Browning 1

Jan-Oddvar Sørnes 1


26

Friday 2:15-330pm, Parallel Session 6

Matter Room Risk Communication – The Pre-Crisis Context Examined (continued) Chair: Audra Diers-Lawson

Innovation in theorizing pre-crisis communication

Matthew W. Seeger, Wayne State University, USA Timothy L. Sellnow, University of Central Florida, USA

Significant attention has been directed to the role of communication following a crisis in the form of image repair, situated crisis communication theory, and renewal. These approaches share an emphasis on reconstituting aspects of an organization or system affected by a crisis. This process generally involves repairing image and reputation, reconstituting a sense of normalcy, learning from the crisis and articulating crisis related opportunities. While strategic communication processes clearly have a role in managing the post crisis impact on individuals, organizations and communities, the role of communication in pre-crisis has been less fully explored. This paper provides a conceptual framework for communication during pre-crisis. We focus primarily on the ways in which communication may be associated with the onset or avoidance of crisis. This includes understanding the ways risk, risk signals and risk messages are communicatively constituted, noticed, shared, enacted, ignored and discounted. We suggest that communicative processes are related to the onset, frequency and severity of organizational crises.

Matter Room Risk Communication – The Pre-Crisis Context Examined (continued) Chair: Audra Diers-Lawson

Cross-cultural evaluation of crisis preparedness: Evaluating ethics and social responsibility as predictors of stakeholder tolerance for crisis

Clare Manning, Leeds Beckett University, UK Cheng Zeng, North Dakota State University, USA Audra Diers-Lawson, Leeds Beckett University, UK Ludwig Reiter, Leeds Beckett University, UK

Though there have been debates about the efficacy of the outcomes of CSR programmes for organisations, social responsibility has been adopted by most modern firms because they assume it will make them more appealing to different stakeholders. Contemporary thought places CSR as a pillar of PR because social responsibility improves a brand’s reputation and identity, customer relations, purchase intention, and encourages consumer/business engagement and collaboration. However, even the positive benefit of CSR in the context of reputational buffering is being questioned. In particular, in the discount retail sector, there is often an assumption that price point matters more than ethics. Therefore, the purpose of this study is to (1) examine the degree to which social responsibility and histories of ethical problems within the discount grocery industry influences consumer intentions towards the grocers; (2) whether consumer intentions are likely to change within the crisis context; and (3) compare whether these attitudes differ based on nation.


27

Mind Room Factors Influencing Crisis Communication Chair: Florian Meißner

Towards a multi-faceted and contextual understanding of trust Orla Vigsø University of Gothenburg, Sweden The notion of trust in underexplored in crisis communication research, in particular when it comes to societal crises. This paper brings together definitions and discussions from other fields, such as psychology, political science, and rhetoric, in order to discuss the different aspects of trust in relation to crises: what kind of damage is done to trust in different types of crises? The theoretical discussion will be presented in relation to results from a number of national surveys, both in crisis and non-crisis situations.

Mind Room Risk Communication – The Pre-Crisis Context Examined (continued) Chair: Florian Meißner

It’s all in the name

Kate Boothroyd Leeds Business School

“The great enemy of communication, we find, is the illusion of it. We have talked enough; but we have not listened. And by not listening we have failed to concede the immense complexity of our society–and thus the great gaps between ourselves and those with whom we seek understanding” William H. Whyte wrote this in “Fortune” magazine in 1950, but it is still as much, if not more relevant today. How is this related to risk management? The communication and understanding of risks is fundamental to their successful management. This means that we must be clear on what we mean by risk itself, and by the risks identified. To do so, we should concentrate as much on risk articulation as we should on any of the risk management process steps and the principles and framework that support it. There are many different reasons for the failure of risk management to add value to any organisation, whether private, public or third sector. Key focusses are now on risk culture and leadership and commitment, but I believe it can be even more fundamental than that. How can risk be managed effectively if the identified risks are confusing and misleading?


28

Friday 4-5pm, ECREA Business Meeting

Agenda:

1. ECREA – Lugano Summary and Braga Preview

2. Crisis7 Host Proposal,

3. Proposal: Future hosting & discussion

4. Proposal: ERCG (European Risk & Crisis Group) website & discussion

5. New Business

Friday 730-11pm Taste of Yorkshire Cultural Event

Location: Victoria Hotel 28 Great George St, Leeds LS1 3DL

The weather is forecast for rain throughout the week, so we will not rely on a walking tour of

Leeds City Centre.

If you are joining us for the dinner – the appetiser buffet will be available from 730pm with

the main course served from approximately 8-815pm.

DO NOT FORGET your drinks & meal coupons that are in your registration packet/

bag. These are needed for the dinner.


29

Saturday 930-11am, Parallel Session 7

Matter Room Research Papers: Interventions to improve message compliance Chair: Silvia Ravazzani

Choreographic performance to preserve life during major earthquakes in Mexico: A social communication engineering-based intervention model Juan-Andres Rincon Gonzalez Universidad Panamericana, Mexico Major earthquakes are inevitable part of our future, people should make plans and take actions to ensure that disasters do not become catastrophes. Improving what we know and what we can do could be a difference in the face of a natural hazard. Historically, risk communication in preparation for earthquakes has been a one-way transfer of information from authorities to the public, rather than an interactive flow of information. In countries with a permanent seismic activity there is an urgent need to improve and innovate the educational approaches of risk communication in order to work directly with people, their experience, capabilities and perceptions, to design and offer them new social constructed tools that brings them minimum certainty to perform actions to save their live, protect personal belongings and improve disaster mitigation in general. We plan to obtain people-research intervenors join-constructed action models that would add. to the rich research field in disaster communication and to the specific earthquake preparation research field through an experiential learning experiment that test choreographic modes that suggest who can do what in order to have some sort of certainty to enhance their chances to survive.

Matter Room Interventions to improve message compliance (continued) Chair: Silvia Ravazzani

Innovations in crisis communication theory to aid the comprehension compliance with urgent biosecurity messages Timothy L. Sellnow, Deanna D. Sellnow, Ronisha Sheppard, & Adam Parrish University of Central Florida, USA Outbreaks of highly pathogenic avian influenza (HPAI) have increased recently in North America, Asia, Europe, and Africa. The stakes are high for communicating effectively about biosecurity to all farms threatened by HPAI. For example, VanderWaal, Atwill, Isbell, and McCowan (2014) observe that some animals can be super-spreaders of disease if they are “consistently central in the transmission network” (p. 137). Thus, widespread compliance with biosecurity standards is essential. This study explores how biosecurity standards are communicated during actual HPAI outbreaks. To do so, we offer an innovation in crisis communication theory grounded in model and anti-model theory. To date, model and anti-model research has focused on reputational crises; however, we see its applicability in crisis communication during disease outbreaks, as well. The ultimate goal of this research is to identify the model successes and anti-model failures in maintaining effective biosecurity during such outbreaks.


30

Matter Room Interventions to improve message compliance (continued) Chair: Silvia Ravazzani

Resistance to change is futile? The quest for understanding psychological barriers in health risk communication: Insights from a national survey in the U.S.

Yan Jin, University of Georgia, USA Silvia Ravazzani, IULM University, Italy Brian Reber, University of Georgia, USA Alessandra Mazzei, IULM University, Italy Jacob Riley, Victoria State Emergency Service, Australia Hyoyenn Jun, University of Georgia, USA Alfonsa Butera, IULM University, Italy Amisha Mehta, Queensland University of Technology, Australia

This study, grounded in a new theoretical framework unearthing factors contributing to risk desensitization and resistance to change behaviors, conducts a survey among a nationally representative sample of 1,000 U.S. adults. It examines: 1) individuals’ health risk tolerance; 2) to what extent one feels fatigue of health risk messages; and 3) how health risk tolerance and message fatigue are associated with individuals’ refusal to take expert-recommended actions when confronted with health risks. Results from this study advance risk communication theory building and provide insights on psychological barriers in health risk communication.

Mind Room Research Papers: The Rise of the Machines: Risk, Crisis, and AI Chair: Andreas Schwarz

Public risk perception of artificial intelligence in Germany and the United States Andreas Schwarz, Ilmenau University of Technology, Germany Lauren Martin, USA Artificial Intelligence (AI) is currently one of the most disruptive technological innovations with broad and significant impact on almost all sectors of society. Thus, the understanding of risk perceptions and the role of public risk communication is crucial to understand different stakeholders’ fears and hopes related to AI. This study contributed by content analyzing media frames on AI in Germany and the United States, two economies that are leading in the field. For that purpose Framing concepts, risk perception theory as well as attribution theory were used to develop a research model that allows for future theory‐driven analysis of risk and crisis communication related to emerging technologies.


31

Mind Room The Rise of the Machines: Risk, Crisis, and AI (continued)

Chair: Andreas Schwarz Communication in the fourth industrial revolution: Harnessing

technology in risk and crisis communication

Amiso George Texas Christian University, USA

The World Economic Forum describes the Fourth Industrial Revolution as one that “represents a fundamental change in the way we live, work and relate to one another…. that (merge) the physical, digital and biological worlds in ways that create both huge promise and potential peril; it is an opportunity to help everyone… to harness converging technologies in order to create an inclusive, human-centred future.” (WEF, 2019) These technologies include simulation, horizontal and vertical system integration, autonomous robots, additive manufacturing, the cloud, the Industrial Internet of things, big data analytics, cybersecurity and augmented reality (AESC, 2019). How can crisis experts work with their technology counterparts to harness the enormous potential afforded in this era to effectively communicate in a crisis? Fourth Industrial Revolution presents a unique opportunity to revisit the way we gather, prepare and communicate information and what platforms are used during crisis; how technologies can help us transition to more circular systems of communication. Interviews with crisis communication and technology experts provide a way forward.

Mind Room The Rise of the Machines: Risk, Crisis, and AI (continued)

Chair: Andreas Schwarz Crisis communication in the world of AI: Why prescriptive theory

matters for the future

W. Timothy Coombs & Sherry J. Holladay Texas A&M University, USA This is a conceptual paper that explores how crisis communication theory can be used to train AIs in how to identify potential crisis types (frames). The AIs can analyze the unstructured data of social media posts and digital news stories to identify the emergence of crisis types (frames). The theory can serve as the algorithm used in machine learning for the AIs. Moreover, using a prescriptive theory, the AIs also can prescribe potential crisis response strategies—use theory to make inference from the findings. The theory walks through the process of going from crisis communication to crisis communication AI. The paper serves to reaffirm the value to crisis communication theory for practice by specify how theory can be used by enterprises to scan for, identify, and react to crises.


32

Saturday 1115am-1245pm, Parallel Session 8

Matter Room Research Papers: Complex risk and crisis message environments & methods for analysis Chair: Stephen Croucher

Show me don’t tell me: An exploration of #fluvaccinen Pinterest visuals Jeanine Guidry, Virginia Commonwealth University, USA Ioana A. Coman, Texas Tech University, USA The current study explores the content and nature of visual influenza information that is shared on Pinterest, and how do different actors (health organizations, anti-vaccine organizations/individuals, members of the public, etc.) engage with this content. While visuals, social media and vaccine communication have been thoroughly researched via a quantitative manner, there is a lack of qualitative research, however, focusing specifically on Pinterest visuals related to vaccine and flu vaccine posts. Our study provides valuable and timely insights into the state of the visual risk communication on Pinterest, lessons and tips for more efficient visual risk communication.

Matter Room Complex risk and crisis message environments & methods for analysis (continued) Chair: Stephen Croucher

Multi-method approach for crisis research in hybrid media environment Minttu Tikka, University of Helsinki, Finland Katja Valaskivi, Tampere University, Finland Current crises take place in the hybrid media environment that poses both challenges and opportunities for crisis research. On the one hand, contemporary media enables us to observe crises and to collect data in real time as the events are unfolding. On the other hand, data collection in the complex and dynamic media environment is difficult, as information and representations appear, disappear and circulate rapidly. This paper suggests an innovative multi-method model designed to capture an unfolding crisis across platforms in a way that enables the scrutinization of the event in both global and particular scales.


33

Matter Room Interventions to improve message compliance (continued) Chair: Stephen Croucher

The risk of ignoring equality issues within organisations: Reflections from women within the British communications industry

Martina Topic Leeds Beckett University In the last couple of years, a number of equality issues have emerged across many industries like the gender pay gap. The communications industry is not immune from such criticisms. As part of a British Academy grant, this piece explores the lived reality of practitioners within the British communications industry for women to identify risks and opportunities for the industry to improve.


34

Mind Room Research Papers: Risk and Crisis Communication within Organizations Chair: Audra Diers-Lawson

Risks in the healthcare sector and their mitigation by using two-way symmetrical model of public relations Noumaan Qureshi University of Mumbai, India Doctors are at the frontline of healthcare delivery. There is a growing trust-deficit between doctors and patients, which in different countries manifests in various forms – from litigation in the developed world to episodes of violence in developing countries. This research, deriving from theories of two-way symmetrical communications, aims to identify elements that will help risk mitigation and trust building between doctors and patients, especially in emerging markets like India.

Mind Room Risk and Crisis Communication within Organizations (continued)

Chair: Audra Diers-Lawson The commercialisation of knowledge work: Risk and implications for

worker well-being in modern organisations

Sallyann Halliday Leeds Beckett University

We live in uncertain times. Work is changing at a rapid pace. Arguably, the level of people risk organisations are carrying is underestimated. The ability of workers to perform within their work roles within organisations depends on mental wellbeing, personal resilience and adaptability. Relationships amongst workers are one of the most important determinants of wellbeing. In these turbulent economic and social times with increased pressure to satisfy the customer – how do public sector organisations deal with this? How do they deal with the mental health epidemic amongst workers/academic workers and customers? Students? What are the features of organisational support required to deal with these changes in roles – what can we learn from the experience of those workers regarding the pressures they face – uncovering these can then help organisations develop strategies to help them identify risk within the organisation – identify risky contracts and risks to employee wellbeing and performance.

Saturday 1245-145 Hot Buffet Lunch, 7th Floor. Cheer Room Open for Lunch

and Networking.

Documents

Summary of Conference Sessions - LeedsTalksPR · the convergence between theory and practice in risk and crisis communication. Summary of the Crisis6 Social Programme Wed 2 Oct –