Understanding publics’ perception and behaviors in crisis communication: Effects of crisis news framing and publics’ acquisition, selection, and transmission of information in crisis situations

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Journal of Public Relations Research, ISSN: 1532-754X, Vol: 28, Issue: 1, Page: 35-50

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Kim, Young
Informa UK Limited; Taylor & Francis (Routledge); e-Publications@Marquette
Social Sciences; Communication Action in Problem Solving (CAPS); crisis communication; crisis news framing; Situational Theory of Problem Solving (STOPS); Communication
article description
This study aims to better understand publics’ perception and communicative behaviors in crisis communication. The extant research has overlooked how framing factors and different publics’ communicative behaviors directly influence crisis outcomes, including reputation and behavioral intentions. An online experiment with 1,113 participants was conducted to fill the gap. The findings demonstrated that preventable crisis news framing was a strong negative predictor for crisis outcomes. Another finding based on Communicative Action in Problem Solving (CAPS) in Situational Theory of Problem Solving (STOPS) revealed that information attending, forwarding, and seeking are positively associated with reputation and behavioral intentions.