COVID-19 communication management in Europe: a comparative analysis of the effect of information-seeking in the public’s sense-making in Italy, Spain and the United Kingdom

PurposeGovernments around the world have shown poor capabilities in responding effectively to the COVID-19 health emergency outbreaks. After the declaration of COVID-19 as an international pandemic by the World Health Organization on January 31, 2020, three countries experienced the greatest initial impact in Europe. Sequentially Italy, Spain and the United Kingdom (UK) were hit by the highest numbers of contagion and death in the first few months in Europe. The aim of this paper is to assess how information channels and sources influenced the public’s evaluation of the three government’s communication response strategies.Design/methodology/approachAn online survey was conducted between March 14 and April 14, 2020, during the first wave of lockdowns and declarations of States of Emergency in the three countries.FindingsFindings show particularities for the different countries, but also similarities in response and reactions of the public in the three scenarios. The response strategy of the UK Government was the most untrusted and criticized by citizens. In contrast, the Italian and Spanish Governments, which both chose to respond with the severest restrictions, attracted more support from citizens, especially in Italy, which was the first to close borders and impose lockdowns for the population.Research limitations/implicationsDespite the national differences in the preference of information channels and sources, overall, an empirical relationship between government communication assessment and media use were found in all the scenarios.Practical implicationsThis empirical study has theoretical and practical implications. Theoretically, findings will add evidence of implications of the Channel Complementary Theory to the field of risk, crisis and emergency communication. The results also provide insights for communication practitioners in the public sector on how forms of information and trust in sources influence the public’s assessment of authorities’ communication.Originality/valueImplications for theory and empirical research about communication during a health pandemic are identified and discussed.HighlightsCitizens engage at a high level and synchronize their use of multiple media and platforms in all the three national scenarios.Stronger criticism is provided by online media, especially social media and online press in the different national contexts.Results corroborate that factors related to media choice need to be operationalized for risk and crisis communication research.When public health depends on people understanding the actions they need to take, the possibility of disobedience is highly dependent on trust.Compared with Spain and the United Kingdom (UK), trust in government institutions in Italy was stronger and could be explained by the higher use of owned media for information-seeking.