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Adept or Inept? Examining the Chinese Government's Social Media Crisis Response During the Zhengzhou Rainstorm 熟练还是不熟练?郑州暴雨期间中国政府社交媒体危机应对研究
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-27 DOI: 10.1111/1468-5973.70033
Jintao Zhang, Suying Sun

Effective crisis communication is important for governments to mitigate the impact of disasters and maintain public trust. This study examines the Chinese government's social media crisis response during the 2021 Zhengzhou rainstorm, developing a government crisis frame model to analyze 10,036 Weibo posts across 73 government accounts. The findings reveal three dominant framing strategies: Disaster Reporting and Information Updates, Leadership and Disaster Relief, and Achievement, which collectively highlight institutional competence and phased progress to cultivate public confidence. Additionally, the government strategically amplified emotional appeals through the Human Interest and Encouragement frame, fostering collective political emotions and social cohesion, while the Severity frame appeared far less frequently. Notably, while the Inviting the Public frame had the strongest communication effect, it was the least utilized. The association between the government sector and effect is relatively weak and becomes insignificant after controlling for follower count and crisis stage. While the government level significantly and positively influences the communication effect, provincial-municipal differences were marginal, reflecting that high economic capital enables municipal media to achieve autonomy comparable to provincial actors. These results reveal the Chinese government's strategic use of social media to achieve integrative consensus and collective resilience. This research provides empirical evidence of the Chinese government's crisis communication strategies on social media and offers a methodological framework for analyzing government crisis responses in the digital era, contributing to the broader discourse on political communication.

有效的危机沟通对于政府减轻灾害影响和维持公众信任至关重要。本研究考察了中国政府在2021年郑州暴雨期间的社交媒体危机应对,建立了一个政府危机框架模型,分析了73个政府账户的10036条微博。研究结果揭示了三种主要的框架战略:灾害报告和信息更新、领导力和救灾以及成就,它们共同强调了机构能力和培养公众信心的阶段性进展。此外,政府通过“人文关怀和鼓励”框架战略性地扩大了情感诉求,培养了集体政治情感和社会凝聚力,而“严厉”框架的出现频率要低得多。值得注意的是,虽然邀请公众框架的沟通效果最强,但利用率最低。政府部门与效应之间的关联相对较弱,在控制了追随者数量和危机阶段后变得不显著。虽然政府级别对传播效果有显著的正向影响,但省市之间的差异是边际的,这反映了高经济资本使市级媒体获得了与省级行为体相当的自主权。这些结果揭示了中国政府战略性地使用社交媒体来实现整合共识和集体弹性。本研究为中国政府在社交媒体上的危机传播策略提供了经验证据,并为分析数字时代政府危机应对提供了方法框架,有助于更广泛地讨论政治传播。
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引用次数: 0
How Does Crisis Learning Contribute to Disaster Resilience?—A Case of Two Flood Disasters Caused by Rainstorms in Shouguang County on the North China Plain of China 危机学习如何促进灾难恢复?——以华北平原寿光县两次暴雨洪涝灾害为例
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-27 DOI: 10.1111/1468-5973.70035
Haifeng Zhang, Feng Kong

As an important branch of organisational learning, crisis learning can play a unique function in enhancing resilience in the field of disasters. However, the current knowledge and research on the relationship between crisis learning and disaster resilience are very limited. By establishing the research framework of the “Subject-Process-Resilience Capacity” of crisis learning, this paper indicates that resilience in the disaster field can be improved by the multiple subjects of the social system through crisis learning behaviour in the whole process of responding to disasters. Through the longitudinal comparative analysis of a case of two flood disasters caused by rainstorms in Shouguang County, this study found that the subjects of crisis learning are not only public departments and governments, but also market subjects, social organisations and individuals. These multiple subjects can adopt different crisis learning behaviours before, during and after disasters, so as to improve the preventive, response and recovery capabilities of disaster resilience. In addition, the causal relationship between crisis learning and disaster resilience explored in this paper can also help enrich the connotation of resilience in the field of disaster research and provide reference value for social systems to enhance their resilience to natural disasters.

危机学习作为组织学习的一个重要分支,在提高灾害领域的应变能力方面发挥着独特的作用。然而,目前对危机学习与灾害恢复能力关系的认识和研究非常有限。本文通过建立危机学习“主体-过程-弹性能力”的研究框架,指出社会系统的多个主体可以通过危机学习行为在灾难应对的整个过程中提高灾难领域的弹性。本研究通过对寿光县两次暴雨洪涝灾害案例的纵向比较分析,发现危机学习的主体不仅是公共部门和政府,还有市场主体、社会组织和个人。这些多主体可以在灾前、灾中、灾后采取不同的危机学习行为,从而提高抗灾能力的预防、响应和恢复能力。此外,本文所探索的危机学习与灾害恢复力之间的因果关系也有助于丰富灾害研究领域中恢复力的内涵,为社会系统增强对自然灾害的恢复力提供参考价值。
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引用次数: 0
The Evolution of Emergency Planning at Kent State University, 1970–2020 肯特州立大学应急规划的演变,1970-2020
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-21 DOI: 10.1111/1468-5973.70032
Erica Eckert

The shootings at Kent State on May 4, 1970, shocked people all over the world and were a disaster for the university. To resume operations and rebuild its reputation, Kent State University turned to emergency planning decades before it was standard practice in higher education. Scholars of emergency management assert that innovation in the field often arises in response to disasters (Rubin, 2020) and that examining its history offers valuable insights (Butler, 2020; Phillips et al. 2012). The Kent State shootings served as a focusing event (Rubin, 2020) that opened a policy window (Kingdon, 1995) within the institution. Drawing on archival documents and oral histories, this historical case study examines how Kent State created their emergency plan through the lens of Kingdon's multiple streams framework. It presents a rare glimpse of an early example of emergency planning in higher education. This paper situates Kent State's actions within the broader context of emergency planning in higher education, explains how its first plan was developed and what it contained, and concludes with a brief description of recent emergency planning at Kent State.

1970年5月4日发生在肯特州立大学的枪击事件震惊了全世界,对这所大学来说是一场灾难。为了恢复运营和重建声誉,肯特州立大学在高等教育的标准做法之前几十年就开始实施应急计划。应急管理学者断言,该领域的创新往往是在应对灾难时出现的(Rubin, 2020),研究其历史可以提供有价值的见解(Butler, 2020;Phillips et al. 2012)。肯特州立大学的枪击事件是一个焦点事件(Rubin, 2020),在该机构内部打开了一个政策窗口(Kingdon, 1995)。利用档案文件和口述历史,这个历史案例研究考察了肯特州立如何通过金登的多流框架的镜头创建他们的应急计划。它提供了一个罕见的高等教育应急规划的早期例子。本文将肯特州立大学的行动置于高等教育应急规划的更广泛背景下,解释了它的第一个计划是如何制定的,它包含了什么,最后简要描述了肯特州立大学最近的应急规划。
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引用次数: 0
An Examination of Management of AI-Triggered Organisational Threats From Communication Practitioners' Perspective 从通信从业者的角度审视人工智能触发的组织威胁管理
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-11 DOI: 10.1111/1468-5973.70031
Wenqing Zhao, Anna Rachwalski, Maranda Berndt-Goke, Yan Jin

The growing demand for using AI in day-to-day work in the communication industry brings ethical threats to organisations (i.e., misinformation, discrimination and bias, lack of transparency and disclosure, privacy violation and infringement, and copyright infringement). Meanwhile, organisational communication management also faces threats posed by external AI-driven disinformation. The internal and external threats boost the urgency of strategy development for effective organisational crisis management. This study, based on an online survey of communication professionals in the US (N = 407), provides timely input to organisations on how to manage AI-related ethical threats from inside and outside by understanding the perspective of communication practitioners. Building upon extant ethical AI challenges and the theoretical framework of the problem of many hands, this study examines communication professionals' attitudes and perceptions toward both AI ethical threats and strategies proposed to manage those threats, and the predictors of their behavioural intentions regarding threat management. We found that communication practitioners have reservations about being fully transparent about AI use to their clients. To effectively address AI ethical threats, organisations need to consider building a culture of active responsibility to prevent responsibility evasion and impunity, enhancing communication practitioners' awareness and knowledge about the pitfalls of technical systems, and improving practitioners' perceived efficacy of strategies for managing AI ethical threats.

通信行业在日常工作中使用人工智能的需求不断增长,给组织带来了道德威胁(即错误信息、歧视和偏见、缺乏透明度和披露、侵犯隐私和侵犯版权)。同时,组织沟通管理也面临着外部人工智能驱动的虚假信息带来的威胁。内部和外部的威胁提高了战略发展的紧迫性,有效的组织危机管理。本研究基于对美国传播专业人士(N = 407)的在线调查,通过了解传播从业者的观点,为组织提供了关于如何管理来自内部和外部的人工智能相关道德威胁的及时输入。本研究以现有的人工智能伦理挑战和多手问题的理论框架为基础,研究了通信专业人员对人工智能伦理威胁和管理这些威胁的策略的态度和看法,以及他们在威胁管理方面的行为意图的预测因素。我们发现,通信从业者对向客户完全透明地使用人工智能持保留态度。为了有效地解决人工智能道德威胁,组织需要考虑建立一种积极负责的文化,以防止逃避责任和有罪不罚,提高沟通从业者对技术系统陷阱的认识和知识,并提高从业者对管理人工智能道德威胁战略的感知效率。
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引用次数: 0
We Feel, We Understand: Examining the Moderating Effects of Publics' Empathy on Crisis Outcomes Across Crisis Types and Response Strategies 我们感觉,我们理解:考察公众共情对危机类型和应对策略的危机结果的调节作用
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-11 DOI: 10.1111/1468-5973.70029
James Ndone

This study examines how empathy, operationalized into affective and cognitive dimensions, influences stakeholders' perceptions during organisational crises. Also, the study explores the mediating role of account acceptance in the relationship between crisis response strategies and organisational outcomes. An online three (crisis type: victim vs. accidental vs. preventable) × two (crisis response strategy: apology vs. denial) between-subjects experimental design with 686 participants randomly assigned to different crises (victim, accidental, preventable) and response strategy (apology, denial) was conducted. The findings reveal that account acceptance mediates the relationship between crisis response strategies and key organisational outcomes such as reputation, forgiveness, and purchase intention. Moreover, affective and cognitive empathy serve as moderators, amplifying or diminishing the effectiveness of these strategies. This research provides both theoretical insights and practical guidance on leveraging empathy to enhance crisis communication.

本研究探讨了移情在组织危机中如何影响利益相关者的感知,移情在情感和认知维度上是如何运作的。此外,研究还探讨了账户接受在危机应对策略与组织结果之间的关系中的中介作用。采用在线三(危机类型:受害者vs.意外vs.可预防)×二(危机应对策略:道歉vs.否认)被试实验设计,将686名被试随机分配到不同的危机(受害者、意外、可预防)和应对策略(道歉、否认)。研究结果表明,账户接受在危机应对策略与关键组织结果(如声誉、宽恕和购买意愿)之间的关系中起中介作用。此外,情感共情和认知共情作为调节因子,放大或削弱这些策略的有效性。本研究为利用共情加强危机沟通提供了理论见解和实践指导。
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引用次数: 0
Public Information-Seeking Intentions on COVID-19 Risks: Considering the Role of Affective and Cognitive States 公众对COVID-19风险的信息寻求意向:考虑情感状态和认知状态的作用
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-10 DOI: 10.1111/1468-5973.70030
Xiaoli Hu, Weiwei Zhu, Baohuan Zhou, Liang Liang

Risk information represented by the coronavirus disease of 2019 (COVID-19) has garnered significant attention as a foundation for individuals to appraise threats and engage in protective actions. Although many opportunities exist to provide risk information to the public in a permanent form, little attention has been paid to active information-seeking behaviour. This study investigates the primary factors influencing the intent to seek information within the context of COVID-19 and delves into the mechanisms of the information-seeking process. We utilize a snowball sampling method to collect data. A total of 1300 people were selected from three universities, five companies, one hospital, and the local government as respondents. Based on a prior risk information-seeking model, a hypothetical model was developed that accentuates the pivotal role of affective states and cognitive conditions (encompassing perceived risk and perceived knowledge). The empirical results underscore the significance of cognitive states in forecasting affective and informational responses. Surprisingly, the intent to seek information is directly influenced by perceived knowledge but not by perceived risk. Additionally, information needs play a mediating role in the information-seeking process, underscoring the complex dynamics of seeking information in the context of COVID-19.

以2019年冠状病毒病(COVID-19)为代表的风险信息作为个人评估威胁和采取保护行动的基础,受到了广泛关注。虽然有许多机会以永久形式向公众提供风险信息,但很少注意主动寻求信息的行为。本研究探讨了新冠肺炎背景下影响信息寻求意愿的主要因素,并探讨了信息寻求过程的机制。我们采用滚雪球抽样法收集数据。此次调查从3所大学、5家企业、1家医院、地方自治团体中选出了1300名对象。在先验风险信息寻求模型的基础上,建立了一个假设模型,强调情感状态和认知条件(包括感知风险和感知知识)的关键作用。实证结果强调了认知状态在预测情感反应和信息反应中的重要性。令人惊讶的是,寻求信息的意图直接受到感知知识的影响,而不受感知风险的影响。此外,信息需求在信息寻求过程中发挥中介作用,凸显了2019冠状病毒病背景下信息寻求的复杂动态。
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引用次数: 0
Exploring Post-Crisis Sensemaking Among Public Relations Professionals in Higher Education 探讨高等教育公共关系专业人员的后危机意义
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-02 DOI: 10.1111/1468-5973.70028
LaTonya J. Taylor, Courtney D. Boman, Laura L. Lemon

Public relations professionals in higher education face a myriad of challenges, including managing crises that range from tragic losses to reputational threats. Despite the critical role these professionals play, little attention has been given to their experiences within this sector. This qualitative study examines how public relations professionals in higher education experience resilience sensemaking following a crisis. Using a critical event narrative inquiry approach, focusing on resilience and participants’ retrospective narratives of crisis experiences, this study reveals the complexity of working in higher education, characterized by a profound dedication to institutional mission amid demanding crisis scenarios. Professionals demonstrate a dichotomous resilience, balancing institutional recovery efforts with personal well-being considerations. Additionally, the study underscores the importance of fostering a culture of resilience anchored in the ethics of care framework, which prioritizes relationships, open communication, and mutual support. Practical implications include the integration of empathetic understanding and ongoing dialog into organizational culture to enhance resilience.

高等教育中的公共关系专业人员面临着无数的挑战,包括管理从悲剧性损失到声誉威胁的各种危机。尽管这些专业人员发挥着关键作用,但他们在这一领域的经验却很少受到关注。本定性研究考察了高等教育中的公共关系专业人员在危机后如何体验弹性意义。本研究采用关键事件叙事探究方法,关注弹性和参与者对危机经历的回顾性叙述,揭示了高等教育工作的复杂性,其特点是在苛刻的危机情景中对机构使命的深刻奉献。专业人士展示了一种二分法的恢复力,平衡了机构的恢复努力和个人的福祉考虑。此外,该研究强调了培养以护理伦理框架为基础的复原力文化的重要性,该框架优先考虑关系、开放沟通和相互支持。实践意义包括将共情理解和持续对话整合到组织文化中,以增强弹性。
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引用次数: 0
Building Trust and Inclusivity: Navigating Layered Stigma and Risk Communication for LGBTQ+ Individuals During COVID-19 Outbreaks 建立信任和包容性:在2019冠状病毒病爆发期间,为LGBTQ+个体导航分层污名和风险沟通
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-02 DOI: 10.1111/1468-5973.70026
JungKyu Rhys Lim, Hyoyeun Jun, Victoria Ledford

Stigmatised groups, including lesbian, gay, bisexual, transgender or queer-identifying (LGBTQ+) individuals, face increased vulnerability to infectious diseases, such as HIV/AIDS, coronavirus disease (COVID-19), and mpox (monkeypox). Layered and intersectional stigma limits healthcare access and public health participation, making trust and inclusivity essential in crisis management and risk communication. This study examines the impact of risk communication on LGBTQ+ communities during the COVID-19 outbreak in South Korea, where detailed personal information shared for contact tracing led to further stigmatisation. Through in-depth interviews (N = 21), the research investigates (1) the intersectional and layered stigma and discrimination LGBTQ+ individuals faced; (2) factors that increased stigmatisation, eroded trust, and discouraged public health engagement, such as COVID-19 testing; and (3) strategies that reduced stigma, fostered inclusivity, and encouraged protective health behaviours. Findings reveal that health authorities' insensitivity, the disclosure of identifiable contact tracing data, and the negative portrayals of LGBTQ+ community spaces collectively exacerbated stigma and public health barriers, particularly in culturally homogeneous and structurally inequitable contexts. Conversely, confidentiality, inclusive messaging, and community-driven support were key to fostering trust and participation. The study underscores the urgent need for crisis management strategies that safeguard marginalised groups' rights, dismantle stigma, and prioritise equitable public health outcomes. These insights offer actionable lessons for policymakers and crisis managers navigating public health emergencies in high-stigma contexts.

被污名化的群体,包括女同性恋、男同性恋、双性恋、跨性别或酷儿认同(LGBTQ+)个人,更容易感染艾滋病毒/艾滋病、冠状病毒病(COVID-19)和猴痘等传染病。分层和交叉的污名限制了获得医疗保健和公众卫生参与,使信任和包容性在危机管理和风险沟通中至关重要。本研究考察了韩国2019冠状病毒病爆发期间风险沟通对LGBTQ+社区的影响,在韩国,为了追踪接触者而共享的详细个人信息导致了进一步的污名化。通过深度访谈(N = 21),研究调查了(1)LGBTQ+个体所面临的交叉、分层的污名和歧视;(2)增加污名化、削弱信任和阻碍公共卫生参与的因素,如COVID-19检测;(3)减少耻辱感、促进包容性和鼓励保护性健康行为的战略。调查结果显示,卫生当局的不敏感、可识别接触者追踪数据的披露以及对LGBTQ+社区空间的负面描述共同加剧了耻辱感和公共卫生障碍,特别是在文化同质和结构不平等的背景下。相反,保密性、包容性信息传递和社区驱动的支持是促进信任和参与的关键。该研究强调,迫切需要制定危机管理战略,保障边缘化群体的权利,消除污名,并优先考虑公平的公共卫生结果。这些见解为决策者和危机管理者在高污名背景下应对突发公共卫生事件提供了可操作的经验教训。
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引用次数: 0
Building Resilience in a Crisis Through Boards – Exploring the Mediating Effect of Board Behavior 通过董事会在危机中建立弹性——探索董事会行为的中介效应
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-02-02 DOI: 10.1111/1468-5973.70027
Pingying Zhang, Dongyuan Wang, Nada Kakabadse, Tobias Huning

The present study examines two board behaviors, their antecedents and their consequences in the COVID-19 crisis. The two behaviors are (1) board involvement in crisis management planning and (2) board creative effort in finding solutions. The antecedents are board expertise and cognitive diversity. The consequence is firm resilience. The study builds its theoretical argument using the classical and refined upper echelons theory, stating that the two board behaviors mediate the effect of board expertise and cognitive diversity on firm resilience. Survey data from the United States during early 2020 was used. We found strong support for our overall argument that board involvement in crisis management planning and board creative effort in finding solutions are critical mediators. Our study also shows that the context of a crisis matters. During COVID-19, board cognitive diversity can negatively affect board behavior. We conclude the paper with discussions and future research proposals.

本研究考察了两种董事会行为,它们在COVID-19危机中的前因后果。这两种行为是(1)董事会参与危机管理计划和(2)董事会创造性地寻找解决方案。前提是董事会的专业知识和认知多样性。其结果是坚定的韧性。本研究运用经典的上层阶梯理论和精炼的上层阶梯理论构建理论论证,指出两种董事会行为在董事会专长和认知多样性对企业弹性的影响中起到中介作用。研究使用了2020年初美国的调查数据。我们发现强有力的证据支持我们的整体论点,即董事会参与危机管理计划和董事会创造性地寻找解决方案是关键的调解人。我们的研究还表明,危机的背景很重要。在2019冠状病毒病期间,董事会认知多样性会对董事会行为产生负面影响。最后,我们对全文进行了讨论并提出了未来的研究建议。
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引用次数: 0
Measuring and Analysing the Impact Factors of China's Tourism Economic Resilience in the Context of a Major Shock 大冲击背景下中国旅游经济弹性影响因素的测度与分析
IF 2.6 3区 管理学 Q3 MANAGEMENT Pub Date : 2025-01-26 DOI: 10.1111/1468-5973.70024
Jinjin Liao, Yongguang Zou, Yu Fang, Zhenxian Lei, Haoying Zhong

Measuring and exploring the tourism economic resilience and the impact of tourism shocks allows the depiction of patterns that may assist in the prediction of economic trends. The study utilises official statistics from data such as the China Statistical Yearbook from 31 Chinese provinces between 2020 and 2022. Results suggest that tourism economic resilience is generally low, and demonstrates a polarised phenomenon, with a pyramid structure showing a gradual increase in the number of provinces with high to low tourism economic resilience. From a geographical perspective, tourism economic resilience tends to exhibit a decreasing trend from east to west, with the ‘low resilience effect in the central region’ moving towards the western regions. Insufficient investment in tourism spending power and marketing were obstacles for tourism economic resilience within the obstacle model. A fuzzy-set qualitative comparative analysis method derived four types of paths affecting tourism economic resilience: ‘infrastructure-guaranteed’, ‘talent-employment-encouraging’, ‘innovation-driven development’ and ‘market-opening and interactive’. This study expands the application of niche theory in the field of socio-economic resilience and constructs a new theoretical framework of resilience stratification, barrier model and path analysis. The research results provide important references for the government to optimise tourism economic policies, enterprises to improve market adaptability and regional coordinated development.

测量和探索旅游经济弹性和旅游冲击的影响,可以描述可能有助于预测经济趋势的模式。该研究利用了中国31个省份2020年至2022年的官方统计数据,如《中国统计年鉴》。结果表明:旅游经济弹性总体较低,并呈现两极分化现象,呈金字塔结构,旅游经济弹性高的省份数量逐渐增加,旅游经济弹性低的省份数量逐渐增加;从地域上看,旅游经济弹性呈现自东向西递减的趋势,“中部低弹性效应”向西部转移;在障碍模型中,旅游消费能力和营销投入不足是影响旅游经济弹性的障碍。采用模糊集定性比较分析方法,导出了“基础设施保障型”、“人才就业鼓励型”、“创新驱动型”和“市场开放互动型”四种影响旅游经济弹性的路径。本研究拓展了生态位理论在社会经济弹性领域的应用,构建了社会经济弹性分层、屏障模型和路径分析的新理论框架。研究结果为政府优化旅游经济政策、企业提高市场适应性和区域协调发展提供了重要参考。
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引用次数: 0
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