Challenges in joint place branding in rural regions
The purpose of this article is to explore joint place branding in rural regions, focusing on cooperation between the various stakeholders involved and on the salient features of rural regions that are used in the place branding process. Branding is conceptualized as a social process where brand value is co-created by the stakeholders. Place branding is seen as a participative process, bringing stakeholders together with the aim to strengthen the identity of the place. The fundamental question is how to build long-term commitment in a group of key stakeholders. Many sources discuss place branding for large cities, but rural regions have received little attention. The process of place brandin…
Terrorism communication : characteristics and emerging perspectives in the scientific literature 2002–2011
This paper aims to clarify current knowledge on the contribution of communication to crisis management in the case of terrorism incidents. This is done by means of a systematic review of the scientific literature on terrorism communication over the last 10 years to identify the many challenges facing communication in such crises, and represents the first attempt of its kind. To date, within the literature on terrorism communication, much attention has been paid to chemical, biological, radiological or nuclear hazards. Terrorism crises are complex and challenging. Preparedness for such diverse low-probability high-impact crises can best be included in a wider educative approach. Terrorism cr…
Communication Health Check : Measuring Corporate Communication Performance
A Communication Health Check, based on an existing tool for measuring communication quality, was customized for Finnish companies and supporting software was developed to create an online tool. A pilot measurement procedure was performed in a medium-sized company based in the country’s capital, Helsinki. The aim was to see if the tool would be useful in the Finnish context, and whether a benchmarking function or further customization would be preferred. The tool was considered easy to use by the respondents and its main function was considered to be enabling organizational learning. peerReviewed
Communication Gaps in Disaster Management: Perceptions by Experts from Governmental and Non-Governmental Organizations
The complexity of current disasters creates a challenge for crisis communication. This paper aims at identifying gaps in communication in disaster management experienced in practice in order to facilitate learning from those situations. The research was conducted using a qualitative online open-ended questionnaire. It shows that despite the developments in the discipline, communication as an integral part of decision making in disaster management needs to be further developed. The paper provides a practical-oriented overview of the communication constraints in complex crisis situations, which has not been provided so far. This research is part of an international project developing performa…
Communication quality and added value: a measurement instrument for municipalities
PurposeThis study aims to achieve a better understanding of communication quality and how it can be measured in the municipal context. A previously developed instrument for measuring communication in municipalities is tested and evaluated.Design/methodology/approachThe instrument draws on the balanced scorecard of Kaplan and Norton and quality control procedures as utilised by the European Foundation of Quality Measurement (EFQM). For municipalities, communication quality can be defined as the degree to which communication contributes towards the effectiveness of municipal policy and how it strengthens the relationship between citizens and municipal organisations. Three communication functi…
Towards a more dynamic stakeholder model: acknowledging multiple issue arenas
PurposeThe purpose of this paper is to suggest that corporate communications is becoming less predictable as interaction with stakeholders is moving from organizational control toward “issue arenas”, places of interaction where an issue is discussed by stakeholders and organizations both online and within the traditional media. The role of corporate communications and public relations (PR) is broadening beyond the traditional relationship management to issue arena monitoring.Design/methodology/approachThe paper takes a theoretical approach with six axioms suggested.FindingsSeveral central theories of corporate communications are combined with issues management and stakeholder theory to argu…
Clarifying Skills and Competencies in Organisational Decision Making – Perceptions of Finnish Communication Professionals
This paper seeks to better understand the skills and competencies that Public Relations (PR) professionals use in contributing to organisational decision-making processes. The data were collected by interviewing Finnish professionals using thematic semi-structured interviews. Overall, the results highlight a deep understanding of organisation management and decision-making processes. The most important competencies were business understanding and target group oriented thinking. The findings indicate that important skills are related to writing and social media. ‘Regarding personal attributes, interaction and tolerance to criticism were acknowledged as most crucial. The conclusions suggest t…
Monitoring the issue arenas of the swine‐flu discussion
PurposeThis paper seeks to describe the changing organizational environment and stakeholder debate currently taking place in various “issue arenas” during a crisis. Organizations today need to find and monitor these arenas before being able to communicate with their stakeholders.Design/methodology/approachCommunications of authorities and discussions by citizens are studied and analyzed in a case study related to the 2009 swine flu or influenza A (H1N1) episode in Finland. The organizational point of view is studied through media releases of the National Institute for Health and Welfare (THL), and the citizen point of view through a content analysis of popular discussion online forums throu…
Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature
This literature review study aims at clarifying current knowledge on social media monitoring from the perspective of organizational communication and public relations. It also contributes to crisis communication by shedding light on how fast developing social media discourse can be followed and analysed in order to understand citizens’ needs throughout all the phases of a crisis. The findings of this study reveal a number of insights in the scientific literature on the concept of monitoring, the monitoring process, methods, tools and solutions, methodological issues and trends covering the years 2009–2012. In the literature, social media monitoring is described as a process which comprises …
Decomposing issue patterns in crisis communication: the case of the lost airliner
This research explores the relation between a crisis and public discussion on related issues. In organisational crisis communication, a singleissue strategy is often proposed. Such a strategy, however, may not be adequate in more complex crises where the crisis lifecycle is likely to encompass shorter lifecycles of issues that generate media attention. Decomposing the online crisis debate into a pattern of issues supports understanding of public perceptions, and hence of crisis response and communication. This is investigated through an analysis of Facebook posts prompted by the loss of Malaysia Airlines flight MH370 in 2014. The analysis shows that during the life of the crisis a variety o…
Serious games, gaming, learning and crisis communication : insights from the literature
Communication gaps in disaster management: Perceptions by experts from governmental and non-governmental organizations
The complexity of current disasters creates a challenge for crisis communication. This paper aims at identifying gaps in communication in disaster management experienced in practice in order to facilitate learning from those situations. The research was conducted using a qualitative online open-ended questionnaire. It shows that despite the developments in the discipline, communication as an integral part of decision making in disaster management needs to be further developed. The paper provides a practical-oriented overview of the communication constraints in complex crisis situations, which has not been provided so far. This research is part of an international project developing performa…
Reputation Monitoring
Framing by Actors in the Human Rights Debate: the Kony 2012 Campaign
Human rights actors form networks and debate in issue arenas to find solutions to violations. Framing can be used to create and increase issue salience as well as organisational importance, thus influencing power relations and the human rights debate. Not all the actors are equally powerful, meaning that the more dominant actors function as gatekeepers, controlling the debate and the subsequent decision-making process. The campaign Kony 2012 by Invisible Children (IC) is used as a case study to see whether, by observing the reaction the campaign elicited from two well-established gatekeepers (Amnesty International and Human Rights Watch), this campaign by a previously relatively unknown non…
Communication Challenges in CBRN Terrorism Crises : Expert Perceptions
This paper is a follow-up of ‘Terrorism Communication: Characteristics and Emerging Perspectives in the Scientific Literature 2002–2011’, published in JCCM in September 2013, Volume 21, Issue 3. The aim of this paper was to investigate experts' perceptions on communication in chemical, biological, radiological and nuclear (CBRN) terrorism crises, including challenges and good practices. This is pursued by means of a qualitative online questionnaire aimed at international crisis communication and crisis management experts. The challenges of communication concerning CBRN terrorism arise from the complexity of such incidents, having to do with the nature of the threat, leading to problematic p…
Understanding Fast Diffusion of Information in the Social Media Environment. A Comparison of Two Cases.
The purpose of this paper is to gain understanding of what factors cause rapid issue spread in social media, to help predict issue growth. The frequency graphics of two issues, Arctic Sunrise and U.S. capitol shooting, were compared to investigate rapidity of spread on Twitter. Next, a qualitative model was applied to explain the differences found. Furthermore, a first attempt was made to investigate issue transfer between social media and news media. The findings showed that news items and tweets were interrelated, with hardly any time-lag in between, although the tweets continued longer and included more emotion. The approach seems promising but needs further testing. When in practice mon…
How and Why Some Issues Spread Fast In Social Media
This paper brings together current insights from various disciplines into the spreading of social media post. By a structured literature review of peer-reviewed literature 39 recent articles on diffusion in social media were located. The search spanned 10 years, although all the papers were published after 2009, indicating that the examination and observation of spread patterns in social media is still in an early stage. The analys is focused on spread patterns and factors that may explain how rapidly issues spread in the online environment. Based on the findings, from an organizational perspective a model is constructed and directions for future research are suggested. The model focuses on…
Public Discourse on Human Trafficking in International Issue Arenas
Abstract. The purpose of this study is to better understand how the complex problem of human trafficking is addressed in international debates. How the discussion about human trafficking develops and how it is debated ultimately influences how the decision-making process unfolds. In order to understand the formation of public policy and laws, therefore, it is important to study the debate that occurs prior to decision making. This analysis focuses on the narratives used by major, well-established human rights and political actors that argue for necessary actions to be undertaken — such as the formation of new policies and laws in the European Union — as an attempt to protect citizens of the…
Crisis Communication Competence in Co-Producing Safety with Citizen Groups
The aim of this article is to explore interpersonal communication competence needed by crisis communication and management experts when co-operating with citizen groups in response to emergencies. Moreover, the purpose is to understand how response organizations can further develop this crisis communication competence and so contribute to the functioning of response networks. The research task is approached qualitatively by eliciting crisis communication and management experts’ (n = 33) perceptions of the interpersonal communication competence response organizations needs when co-operating with citizen groups. The data were gathered via an international online questionnaire using a method r…
Monitoring the issue arenas of the swine-flu discussion
Purpose: This paper seeks to describe the changing organizational environment and stakeholder debate currently taking place in various “issue arenas” during a crisis. Organizations today need to find and monitor these arenas before being able to communicate with their stakeholders. Design/methodology/approach: Communications of authorities and discussions by citizens are studied and analyzed in a case study related to the 2009 swine flu or influenza A (H1N1) episode in Finland. The organizational point of view is studied through media releases of the National Institute for Health and Welfare (THL), and the citizen point of view through a content analysis of popular discussion online forums …
Developing a Conceptual Framework for Investigating Communication Supporting Community Resilience
In crisis management, cooperation within the response network is seen as crucial. Usually, this network refers to authorities and nongovernmental organizations, such as the Red Cross. However, the authors argue that to improve societal resilience one should take a broader overview of the actors involved in crisis preparedness and mitigation, and also include the public. With this in mind, the role of communication is scrutinized and a conceptual framework developed as a starting point for further investigation into how communication may be developed to strengthen a community approach to crisis management that includes citizen groups in the broader response network. A model is presented alon…
The role of broadcast media in disaster preparedness education : lessons learned in the scientific
This paper aims to clarify the role of broadcast media in disaster preparedness education concerning natural disasters such as earthquakes and tsunamis. This is done by means of a systematic review of the scientific literature on this topic over the last 10 years. The results show that media information is a strong facilitator of awareness of disasters. Preparedness includes action to reduce risks, which also needs community interaction, resources and motivation. It adds to indigenous knowledge and experience of disasters, and may combine self-education by the media, school education and community efforts for disaster risk reduction. An inclusive approach is also called for in order to invo…
Communication Challenges in CBRN Terrorism Crises: Expert Perceptions
This paper is a follow-up of ‘Terrorism Communication: Characteristics and Emerging Perspectives in the Scientific Literature 2002–2011’, published in JCCM in September 2013, Volume 21, Issue 3.
Human rights organizations and online agenda setting
PurposeThe purpose of this paper is to better understand agenda setting by international human rights organizations in the online environment and at the same time contribute to agenda‐setting theory. The role of non‐governmental organizations (NGOs) in the area of human rights is clarified, and agenda setting and related concepts are discussed.Design/methodology/approachThe study focuses on how attention is drawn to human rights issues in online communication by Human Rights Watch (HRW) and Amnesty International. A content analysis of online forums of HRW and Amnesty International was conducted by monitoring their web sites and Facebook and Twitter pages over a period of three months. In ad…
Trends in government communication in The Netherlands
PurposeThe purpose of this paper is to provide a current state of the art of government communication in The Netherlands which can help to promote a dialogue about how communication quality in this field can be improved further.Design/methodology/approachIn 2006 a survey was conducted for the second time to trace the communication trends in ministries, provinces, municipalities and water boards. The survey was set up in association with sector representatives and it is implemented every two years. The respondents were the top manager and the communication managers of all organisations in the four public sectors. The questionnaire was answered online and the response was 33 per cent.Findings…
Testing a methodology to improve organizational learning about crisis communication by public organizations
Purpose – The purpose of this paper is to test a measurement system with performance indicators to improve organizational learning about crisis communication by public organizations enhancing public safety in large scale emergencies. The tool can be used to conduct a preparedness audit or to evaluate communication performance in a real situation or in an emergency exercise. Evaluation is part of the strategic planning and development of crisis communication.Design/methodology/approach – The construction of the instrument and its theoretical underpinnings are first explained, after which the series of empirical tests that were implemented to scrutinize the clarity and appropriateness of the …
Added Value of Intangibles for Organizational Innovation
The purpose of this paper is to present the theoretical basis for a measurement and improvement system that will help organizations create a more innovative climate. The role of intangible assets in contributing to organizational innovativeness is clarified within six hypotheses on the basis of a cross-disciplinary literature review combining studies from psychology, human resources management, communication, information technology, and marketing. These factors range from the individual level to interaction with the environment surrounding the organization, and involve (a) individual psychological flexibility, (b) institutional and interpersonal trust, (c) diverse human resources, (d) strat…
Framing issues in the public debate: the case of human rights
PurposeThe purpose of this paper is to better understand how issues may be framed in public debate. The outcomes of this debate affect organizations. The study is based on the seven types of framing identified by Hallahan and scrutinizes which of these types is utilized, and how this is done, in the case of human rights issues.Design/methodology/approachFor this study a secondary analysis of academic papers on human rights issues was conducted. After a literature search, 40 papers originating from 23 different journals were further analyzed. Where the researchers described the framing of human rights issues, the type of framing was identified according to the typology and mode of utilizatio…
Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities
The purpose of this paper is to develop a framework for performance indicators to measure and improve crisis communication preparedness of public authorities. Such an instrument supporting organizational learning has not yet been developed for crisis communication. Literature is used to create a basis and the framework is derived from a process model with various phases integrating communication activities with crisis management. In the paper, the development of the instrument is explained and justified. Furthermore, an example of its use is provided in which the instrument is used for an auditor evaluation of a water contamination case. A next step for future research could be to analyze a…
Social media monitoring: aims, methods, and challenges for international companies
Purpose – The purpose of this paper is to clarify the aims, monitoring methods and challenges of social media monitoring from the perspective of international companies. Trends in the literature are also investigated. Design/methodology/approach – Based on a systematic literature review, 30 key articles from 2008 to 2012 were further analysed. Findings – International companies need real-time monitoring software, expertise and dynamic visualization to facilitate early detection and prognoses supporting strategy making. This is a costly affair, prompting questions about return on investment. A recent trend in the research literature concerns the development of models describing how issues s…
Audit Measurement of Crisis Communication Preparedness across Different Branches of Government : Sharing Experiences Gained in Finland
An audit measurement of crisis communication preparedness was conducted for 67 organizations, mainly on the national level, in Finland. This unique project was one of the ways to implement new crisis communication regulations getting into force a year earlier. Its purpose was to strengthen central government communication in incidents and emergencies. The audit consisted of a digital survey in the participating organizations and a reflection meeting on the level of each of the 14 branches involved. The indicators were customized taking the crisis communication scorecard, developed in an international project, as a basis. In addition, several meetings were arranged to facilitate related inte…
Crisiscommunicatie wiki voor professionals : Europees project accentueert samenwerking met burgers
Communication in turbulent times : exploring issue arenas and crisis communication to enhance organisational resilience
This book is characterised by a broad approach towards corporate communication, emphasising change and crisis. The focus is not on crises as an exceptional situation but rather on broader volatility in the environment. The purpose of this book is to increase the understanding of multi- stakeholder communication concerning organisational issues and crises. From the perspective of organisational management, this book clarifies how communication contributes to organisational resilience—the ability to adapt to a changing environment and mitigate emergency crises. In todays’ world, change is not the exception but a constant presence. Moreover, issues and risks occur that may grow to become crise…
Monitoring the complexities: Nuclear power and public opinion
Interaction between organizations and stakeholders today takes place on virtual and physical ‘issue arenas’. This study examined opinions on nuclear power and asked who are the players discussing nuclear power in Finland? Through content analysis, surveys and interviews, the study concluded that politicians, power companies and regulators were the ones with voice, as NGOs and citizens were hardly heard. The paper suggests the future role of PR practitioners to be to find the right issue arenas and facilitate corporate voice and reputation on those arenas. peerReviewed
Community Resilience in Crises : Technology and Social Media Enablers
Technology can contribute greatly to disaster resilience, especially by enhancing the interconnectedness between the authorities and the public and by facilitating the rapid exchange of information. This special issue of Human Technology: An Interdisciplinary Journal on Humans in ICT Environments is focused on technology and social media enablers of community resilience. Crises take on a variety of shapes and forms—natural or health disasters, terroristic and criminal acts, technology malfunctions, and large-scale accidents—at the local, regional, national, and global levels. Crisis management plans, created and implemented at the organizational level, typically involve public service and i…
Can online communication strengthen the relationship of EU with young citizens in Finland?
Introduction: In the last five years the EU has increased its authority on various issues, as well as its visibility. Nevertheless, the impact that the European Union (EU) has had on the lives of citizens in its Member States is often underestimated, and support towards its institutions has declined in recent years, especially among young people. The Eurobarometer survey of December 2005 (EB, 2005) made clear that only 55 percent of European youth aged between twenty and twenty-four years old thinks that in five years’ time they would like the EU to play a more important role in their lives. The same study indicated that only 40 percent of youth feel that their voice is heard in the EU. If …
Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities
The purpose of this paper is to develop a framework for performance indicators to measure and improve crisis communication preparedness of public authorities. Such an instrument supporting organizational learning has not yet been developed for crisis communication. Literature is used to create a basis and the framework is derived from a process model with various phases integrating communication activities with crisis management. In the paper, the development of the instrument is explained and justified. Furthermore, an example of its use is provided in which the instrument is used for an auditor evaluation of a water contamination case. A next step for future research could be to analyze a…
Synergy and social orientation as quality dimensions for the future communication policy
In this paper it is argued, that nowadays synergy as a quality dimension for communication management needs to be balanced with social orientation. The inner-directedness needed for synergy should not lead to a rigid control. It needs to be balanced with outer-directedness in a continuous dialogue for the organization to be able to connect to the multiple stakeholders that are important for its functioning in today’s society. This balance is a value in framing the future communication policy. peerReviewed
Developing a crisis communication scorecard : outcomes of an international research project 2008-2011 (Ref.)
Setting the agenda for research on issue arenas
Purpose– This paper seeks to contribute to the field of corporate communication by clarifying the theoretical basis of communication in issue arenas and proposing an agenda for research on issue arenas.Design/methodology/approach– Drawing on insights from stakeholder thinking, network theory, issues management, and agenda-setting theory, the authors identify different levels of analysis that could explain the behaviour of organisations in the public debate on current issues.Findings– The organisation-centred approach is replaced by a strong emphasis on interaction in networks of organisations, groups and individuals. Decision-making on communication strategies can be further developed by an…
CBRN Communication Scorecard
The CBRN Communication Scorecard is a tool to facilitate preparedness for crisis communication in the cases of CBRN terrorism incidents. In the introduction the development of the scorecard is explained. In the next section a user guide is provided. As the role of communication experts in crisis management is not always clear, this is further explained in the last section. Finally, the scorecard itself is presented. nonPeerReviewed
Enhancing citizen response to crises through communication : investigating expert views
The purpose of this paper is to clarify how citizen response to crises is currently being enhanced, and how it might be increased, by emergency response organisations in member states of the European Union via communication strategies and tools. Data were gathered via an online questionnaire directed at emergency management and crisis communication experts working in the field of crisis response. The experts were drawn from the database of an international conference. The results indicate that while the importance of involving citizens in crisis response is generally acknowledged, the implementation of such activities is often fragmented. Although some initiatives are under way, coherent st…
Towards a more dynamic stakeholder model : Acknowledgning multiple issue arenas
Purpose – The paper suggest that corporate communications is becoming less predictable as interaction with stakeholders is moving from organizational control toward ‘issue arenas’, places of interaction where an issue is discussed by stakeholders and organizations both online and within the traditional media. The role of corporate communications and public relations is broadening beyond the traditional relationship management to issue arena monitoring. Design/methodology/approach – Theoretical approach with six axioms suggested. Findings – Several central theories of corporate communications are combined with issues management and stakeholder theory to argue for a multiplicity of new ‘issue…