Anita Atwell Seate

Crisis communication research is strongly influenced by the crises of our day. In this essay, we review the trends in crisis communication scholarship with reference to two major crises that have significantly influenced scholarship and society. Existing crisis communication scholarship has bifurcated into two groups, examining the base crisis responses and reputation management messages. We highlight useful models that can assist in this research such as the internalization, explanation, distribution, and action model (IDEA) model and the revised model of reputation repair (REMREP). Further, we argue the key to the future of crisis communication scholarship is a holistic approach that marries protecting stakeholder safety and building healthy relationships with stakeholders as the twin pillars of successful crisis communication. Like load-bearing pillars in construction, these two pillars are both necessary for organizations and communities to withstand the stress of crises. The failure of either pillar, in any type of crisis, can cause a collapse.

The importance of communities is central to public relations theory, which has recently received renewed scholarly attention. The COVID-19 pandemic put in sharp focus the importance of community – and the detrimental consequences for society when community life is disrupted. This study combines theorizing on communities and the care-based relationship cultivation model to investigate public relations in a non-traditional setting. We conducted 41 interviews with community health workers (CHWs) engaged with Latino communities during and after the pandemic. Our findings uncover a variety of strategies CHWs employ to sustain community relationships, culminating in the new care-based community cultivation framework. To support community involvement, CHWs communicate their competency, are part of the communities they serve, and meet people where they are. To support community nurturing, CHWs actively listen, communicate with empathy, and educate while working from the heart. They also serve as safe harbors, acknowledge their role limitations, build trust through sustained relationships, and overcome challenges while respecting culture. To support community organizing, CHWs make service connections while acknowledging system limitations and tailor official health guidance. Additionally, CHWs work to overcome obstacles to community members’ well-being. Ultimately, we echo calls for more public relations scholarship to uplift marginalized communities, especially during crises, so that our work supports community well-being and safety.

Communication scholars have studied the persuasive power of humor messages, but research provides mixed results. Also, the literature has been slow in demonstrating the practical effects of humorous messages on desired outcomes (e.g., organization–public relationships). Through an online experiment in the context of weather messages with samples of U.S. adults residing in the Southeastern U.S. (N = 209), we compared a humorous social media message designed to build relationships with the public to a non-humorous message in predicting OPRs and perceived community resilience when there is no high-impact weather on the horizon. Compared to a humorous message, a non-humorous message appeared to be more effective in increasing perceived community resilience and three dimensions of positive OPRs – trust, control mutuality, and commitment. The effects were more robust for community members with low to moderate levels of weather salience (i.e., the psychological value and importance that people have for the weather).

Weather warnings are critical risk communication messages because they have the potential to save lives and property during emergencies. However, making warning decisions is challenging. While there have been significant advances in technological weather forecasting, recent research suggests that social factors, including communication, influence warning meteorologists’ decisions to warn. We examine the roles of both scientific and social factors in predicting warning meteorologists’ decisions to warn on tornadoes. To do so, we conducted a cross-sectional survey of National Weather Service forecasters and members of management in the southern and the central regions of the United States, as well as conducted a retrospective data analysis of cross-sectional survey data from the central region Tornado Warning Improvement Project. Results reveal that dependency on radar velocity couplet and a variety of social factors predicted decisions to warn.

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

This study explores the National Weather Service’s communication through a multi-sited rapid ethnography that extends the fully functioning society theory. National Weather Service field offices do not employ public information officers. Instead, forecasters predict the weather, craft messages, and build relationships with their publics. Scholars have called for public relations research that examines messages, including how crisis communication can help publics cope. Additionally, scholars have noted that all organizations need public relations, even if they do not employ formal public relations personnel. In our study, forecasters emphasized the need to build their publics’ tornado threat awareness and provided strategies to make weather science accessible. Forecasters discussed a variety of message strategies including avoiding fear appeals, humanizing the organization, and visualizing risks. Forecasters also built relationships with active publics through soliciting weather spotters and empowering them to prepare others for severe weather. Overall, findings expand knowledge about how organizations can employ strategic public relations to benefit society, thereby extending fully functioning society theory.

Since the 1970s, the National Weather Service has trained citizens to collect, confirm, verify, or supplement radar and other data to contribute to a weather-ready nation. This study examines citizens who volunteer as weather spotters through a case study of an award-winning network. We uncover what motivates citizens to become involved in government science projects. Through the lens of relationship management theory and the related network approach, the study provides some of the first evidence on the benefits and drawbacks of citizens serving as amateur scientists and risk communicators and how these citizen scientists sustain their relationships with government scientists.