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COVID-19 PANDEMİSİNİN DURUMSAL KRİZ İLETİŞİM TEORİSİ KAPSAMINDA DEĞERLENDİRİLMESİ

Year 2022, Volume: 7 Issue: 1, 191 - 212, 27.05.2022
https://doi.org/10.47107/inifedergi.1076862

Abstract

Kriz durumlarında liderlerden ve kurumlardan gelen mesajlar, güven ve kamuoyu iş birliği için önemlidir. COVID-19 salgını sürecinde kriz yönetilirken sadece kamuoyu bilgilendirmenin yetersiz ve eksik bir strateji olduğu görülmüştür. COVID-19 salgını gibi kriz durumlarında iyi koordine edilmiş ve verimli bir kriz stratejisi, paydaşların riskleri tanımlamasına, tehlikeleri belirlemesine, zayıflıkları değerlendirmesine ve toplumun bilinçlendirilmesi ve önleyici faaliyetleri benimsemesine yardımcı olacak çözümler getirmektedir. Etkili iletişim, pandemi iletişimi krizinde, hastalıkla mücadelede oldukça önemli bir faktördür. Profesyonel stratejik iletişimciler bilgiyi, riski, kişisel katılımı ve almaları gereken eylemleri nasıl yorumlayacakları konusunda halka rehberlik edebilir. İnsanların doğru bilgi edinebilmesi noktasında devlet ve hükümetlerin en az salgınla sağlık mücadelesi kadar salgına dair bilgi kirliliğiyle mücadele etmesi ve bunu yaparken de organize bir kriz iletişimini sürdürmesi gerekmektedir. Bu çalışma, etkili kriz iletişiminin pandemi sürecinde başarılı bir şekilde yanıt vermede önemli roller üstlendiğini savunmaktadır. Pandemi ne kadar zorlayıcı ise etkili pandemi iletişimine o kadar fazla odaklanılmalıdır. Bu çalışma kapsamında Aralık 2020-Şubat 2021 tarihleri arasında nitel araştırma yapılmış ve derinlemesine görüşmeye katılan katılımcıların pandemi iletişimi süresince krizi yöneten kurumların bu krize karşı uyguladıkları kriz stratejileri hakkındaki görüşleri saptanmaya çalışılmıştır. Çalışma durumsal kriz teorisini temel alan bir nitel araştırmadır. Araştırma kapsamında araştırmaya katılan bireylerin, pandemi krizini yöneten kurumlarının bu krize karşı geliştirdikleri kriz stratejileri hakkında ne düşündükleri anlaşılmaya çalışılmıştır. Katılımcılarla derinlemesine görüşmeler gerçekleştirilmiştir. Bulgularda, Türkiye’de pandeminin ikinci dalgasında üç ayrı durumsal kriz stratejisi (azaltma, inşa etme ve güçlendirme) yürütüldüğü; yanıt seçenekleri olarak da gerekçelendirme, tazminat, üstünlük ve destekleme alt seçeneklerinin uygulandığı saptanmıştır. Ayrıca, medya stratejisi bağlamında da krize yönetiminde çoklu kriz sözcüsü kullanıldığı düşünülmektedir.

Supporting Institution

Yaşar Üniversitesi

Project Number

BAP096

Thanks

Bu çalışma Yaşar Üniversitesi Proje Değerlendirme Komisyonu (PDK) tarafından kabul edilen BAP096 no.lu ve “Covid-19 Communication Management in Turkey: Exploring The Effect of Information-Seeking Behavior and Message Reception in Public’s Evaluation” başlıklı proje kapsamında desteklenmiştir

References

  • Adgate, B. (2020). Nielsen: How The Pandemic changed At Home Media Consumption, Retrieved from: https://www.forbes.com/sites/bradadgate/2020/08/21/nielsen-how-the-pandemic-changed-at-home-media-consumption/?sh=90bfff85a28a
  • Antwi-Boasiako, J., Nyarkoh, E. (2020). Government Communication during the Covid-19 Pandemic; the Case of Ghana. International Journal of Public Administration, 00(00), 1–2. https://doi.org/10.1080/01900692.2020.1841792
  • Ataguba, J. E. (2020). COVID-19 Pandemic, a War to be Won: Understanding its Economic Implications for Africa. Applied Health Economics and Health Policy , 18(3), 325-328. https://doi.org/10.1007/s40258-020-00580-x
  • Ataguba, O. A., & Ataguba, J. E. (2020). Social determinants of health: the role of effective communication in the COVID-19 pandemic in developing countries. Global Health Action, 13(1), 1788263. https://doi.org/10.1080/16549716.2020.1788263
  • Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23(2), 177-186. https://doi.org/10.1016/S0363-8111(97)90023-0
  • Benoit, W. L., & Brinson, S. L. (1999). Queen Elizabeth’s Image Repair Discourse: Insensitive Royal or Compassionate Queen? Public Relations Review, 25(2), 145-156. https://doi.org/10.1016/s0363-8111(99)80159-3
  • Chew, C., Eysenbach, G. (2010). Pandemics in the age of Twitter: Content analysis of tweets during the 2009 H1N1 outbreak. PloS One, 5(11), e14118. https://doi.org/10.1371/journal.pone.0014118
  • Coombs, W. T. (2004). Impact of past crises on current crisis communication: Insights from situational crisis communication theory. Journal of Business Communication, 41(3), 265-289.
  • Coombs, W. T. (2012). Ongoing crisis communication (3rd ed.). Sage Publications.
  • Demirci, Z, Tarhan M. (2020). TRT World 2020’de Kovid-19 döneminde yayıncılık ve medyanın rolü ele alındı. Retrieved from https://www.aa.com.tr/tr/turkiye/trt-world-2020de-kovid-19-doneminde-yayincilik-ve-medyanin-rolu-ele-alindi/2061967
  • Duğan, Ö., Barış, K. O. Ç. (2020). Durumsal kriz iletişimi teorisi çerçevesinde kriz tepki stratejilerinin kurumsal itibar üzerindeki rolü üzerine bir araştırma. Connectist: Istanbul University Journal of Communication Sciences, (59), 127-159.
  • Glik, D. C. (2007). Risk communication for public health emergencies. Annual Review of Public Health, 28, 33–54. https://doi.org/10.1146/annurev.publhealth.28.021406.144123 Gönenç, Ö. (2018). Medyada Algı Yönetimi. İstanbul: Der Yayınları.
  • Hearit, K. M. (2006). Crisis management by apology: Corporate response to allegations of wrongdoing. New York: Routledge.
  • Heath, R. L., Coombs, W. T. (2006). Today’s public relations: An introduction. Today’s Public Relations: An Introduction. https://doi.org/10.4135/9781452233055
  • Kemper, E. A., Springfield, S., & Teddlie, C. (2003). Mixed Methods Sampling Strategies in Social Science Research. Handbook of Mixed Methods in Social & Behavioral Research. 273-296.
  • Kim, D. K. D., Kreps, G. L. (2020). An Analysis of Government Communication in the United States During the COVID-19 Pandemic: Recommendations for Effective Government Health Risk Communication. World Medical and Health Policy, 12(4), 398–412. https://doi.org/10.1002/wmh3.363
  • Kim, S., Liu, B. F. (2012). Are All Crises Opportunities? A Comparison of How Corporate and Government Organizations Responded to the 2009 Flu Pandemic. Journal of Public Relations Research, 24(1), 69–85. https://doi.org/10.1080/1062726X.2012.626136
  • Kırık, A. M., Özkoçak, V. (2020). Yeni Dünya Düzeni Bağlamında Sosyal Medya. Akademik Sosyal Araştırmalar Dergisi, 45, 133–154.
  • Kumar, A. (2013). Assessing the information need and information seeking behavior of research scholars of MBPG College: A case study. International Journal of Digital Library Services, 3(3), 1–12.
  • Kundu, D. K. (2017) ‘Models of Information Seeking Behaviour: A Comparative Study’, International Journal of Library and Information Studies, 7(4), 393–405. http://www.ijlis.org.
  • Lin, L., Savoia, E., Agboola, F., & Viswanath, K. (2014). What have we learned about communication inequalities during the H1N1 pandemic: A systematic review of the literature. BMC Public Health, 14(1), 1-13. https://doi.org/10.1186/1471-2458-14-484
  • Liu, B. F. (2010). Effective Public Relations in Racially Charged Crises: Not Black or White. The Handbook of Crisis Communication.335-358. https://doi.org/10.1002/9781444314885.ch16
  • Macario, E., Ednacot, E. M., Ullberg, L., & Reichel, J. (2011). The changing face and rapid pace of public health communication. Journal of Communication in Healthcare, 4(2), 145-150. https://doi.org/10.1179/175380611x13022552566254
  • McGuire, D., Cunningham, J. E., Reynolds, K., & Matthews-Smith, G. (2020). Beating The Virus: An Examination Of The Crisis Communication Approach Taken By New Zealand Prime Minister Jacinda Ardern During The Covid-19 Pandemic. Human Resource Development International, 23(4). 361-379.
  • Miles, M. B., Huberman, A. M. (1994). Qualitative Data Analysis: An Expanded Sourcebook. USA: Sage Publications.
  • Ratzan, S. C., Gostin, L. O., Meshkati, N., Rabin, K., & Parker, R. M. (2020). COVID-19: An Urgent Call for Coordinated, Trusted Sources to Tell Everyone What They Need to Know and Do. Journal of Health Communication, 25(10), 747-749. https://doi.org/10.1080/10810730.2020.1894015
  • Ratzan, S. C., Moritsugu, K. P. (2014). Ebola crisis-Communication chaos we can avoid. Journal of Health Communication 19(11), 1213-1215. https://doi.org/10.1080/10810730.2014.977680
  • Strekalova, Y. A. (2017). Health Risk Information Engagement and Amplification on Social Media : News About an Emerging Pandemic on Facebook. Health Education & Behavior, 44(2), 332–339. https://doi.org/10.1177/1090198116660310
  • Tekin, H. H. (2012). Nitel araştırma yönteminin bir veri toplama tekniği olarak derinlemesine görüşme. İstanbul Üniversitesi Sosyoloji Dergisi, 3(13), 101-116.
  • Temel Eğinli, A. (2014). Kriz İletişimi. M. Akdağ & Ü. Arklan (Ed.), Kriz Yönetimi, Konya, Turkey: Literatürk
  • Turan, A., Çelikyay, H. H. (2020). Türkiye ’ de KOVİD - 19 ile Mücadele : Politikalar ve Aktörler. Uluslararası Yönetim Akademisi Dergisi, 3(1), 1–25.
  • Türkiye Cumhuriyeti Cumhurbaşkanlığı. (2020). Normal hayata dönüşü kademe kademe başlatacağız. Retrieved from https://www.tccb.gov.tr/haberler/410/119206/-normal-hayata-donusu-kademe-kademe-baslatacagiz-
  • World Health Organization. (2020). Coronavirus Disease Data. Coronavirus disease (COVID-19) Situation Report – 163 (Issue July).

AN ANALYSIS OF SITUATIONAL CRISIS COMMUNICATION THEORY IN THE CONTEXT OF COVID-19 PANDEMICS

Year 2022, Volume: 7 Issue: 1, 191 - 212, 27.05.2022
https://doi.org/10.47107/inifedergi.1076862

Abstract

In crisis situations, the messages from political institutions is crucial to build the trust and cooperation with the public. Today's institutions should have recognized the inadequacy of public information in crisis communications in COVID-19 pandemic. In crisis situations such as COVID-19, a well-coordinated and effective crisis communication strategy provide solutions that assist stakeholders in recognizing risks, identifying threats, assess vulnerabilities, and take steps to increase awareness and prevention in the society. Communicators can guide the public through the interpretation of information, risks, personal involvement and required actions. This study is a qualitative research based on the situational crisis theory. It attempts to understand what individuals think of the crisis response strategies designed by the government and its affiliates for the COVID-19 crisis. In-depth interviews were conducted. Findings show that three situational crisis response strategies (diminish, rebuild, and reinforce) were implemented in Turkey in the second wave. It was also determined that excuse and justifying, compensation, transcendence and bolstering sub-categories were applied as crisis response options. Moreover, in the context of media strategy, findings revealed that they used multiple crisis spokespersons when responding to the crisis.

Project Number

BAP096

References

  • Adgate, B. (2020). Nielsen: How The Pandemic changed At Home Media Consumption, Retrieved from: https://www.forbes.com/sites/bradadgate/2020/08/21/nielsen-how-the-pandemic-changed-at-home-media-consumption/?sh=90bfff85a28a
  • Antwi-Boasiako, J., Nyarkoh, E. (2020). Government Communication during the Covid-19 Pandemic; the Case of Ghana. International Journal of Public Administration, 00(00), 1–2. https://doi.org/10.1080/01900692.2020.1841792
  • Ataguba, J. E. (2020). COVID-19 Pandemic, a War to be Won: Understanding its Economic Implications for Africa. Applied Health Economics and Health Policy , 18(3), 325-328. https://doi.org/10.1007/s40258-020-00580-x
  • Ataguba, O. A., & Ataguba, J. E. (2020). Social determinants of health: the role of effective communication in the COVID-19 pandemic in developing countries. Global Health Action, 13(1), 1788263. https://doi.org/10.1080/16549716.2020.1788263
  • Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23(2), 177-186. https://doi.org/10.1016/S0363-8111(97)90023-0
  • Benoit, W. L., & Brinson, S. L. (1999). Queen Elizabeth’s Image Repair Discourse: Insensitive Royal or Compassionate Queen? Public Relations Review, 25(2), 145-156. https://doi.org/10.1016/s0363-8111(99)80159-3
  • Chew, C., Eysenbach, G. (2010). Pandemics in the age of Twitter: Content analysis of tweets during the 2009 H1N1 outbreak. PloS One, 5(11), e14118. https://doi.org/10.1371/journal.pone.0014118
  • Coombs, W. T. (2004). Impact of past crises on current crisis communication: Insights from situational crisis communication theory. Journal of Business Communication, 41(3), 265-289.
  • Coombs, W. T. (2012). Ongoing crisis communication (3rd ed.). Sage Publications.
  • Demirci, Z, Tarhan M. (2020). TRT World 2020’de Kovid-19 döneminde yayıncılık ve medyanın rolü ele alındı. Retrieved from https://www.aa.com.tr/tr/turkiye/trt-world-2020de-kovid-19-doneminde-yayincilik-ve-medyanin-rolu-ele-alindi/2061967
  • Duğan, Ö., Barış, K. O. Ç. (2020). Durumsal kriz iletişimi teorisi çerçevesinde kriz tepki stratejilerinin kurumsal itibar üzerindeki rolü üzerine bir araştırma. Connectist: Istanbul University Journal of Communication Sciences, (59), 127-159.
  • Glik, D. C. (2007). Risk communication for public health emergencies. Annual Review of Public Health, 28, 33–54. https://doi.org/10.1146/annurev.publhealth.28.021406.144123 Gönenç, Ö. (2018). Medyada Algı Yönetimi. İstanbul: Der Yayınları.
  • Hearit, K. M. (2006). Crisis management by apology: Corporate response to allegations of wrongdoing. New York: Routledge.
  • Heath, R. L., Coombs, W. T. (2006). Today’s public relations: An introduction. Today’s Public Relations: An Introduction. https://doi.org/10.4135/9781452233055
  • Kemper, E. A., Springfield, S., & Teddlie, C. (2003). Mixed Methods Sampling Strategies in Social Science Research. Handbook of Mixed Methods in Social & Behavioral Research. 273-296.
  • Kim, D. K. D., Kreps, G. L. (2020). An Analysis of Government Communication in the United States During the COVID-19 Pandemic: Recommendations for Effective Government Health Risk Communication. World Medical and Health Policy, 12(4), 398–412. https://doi.org/10.1002/wmh3.363
  • Kim, S., Liu, B. F. (2012). Are All Crises Opportunities? A Comparison of How Corporate and Government Organizations Responded to the 2009 Flu Pandemic. Journal of Public Relations Research, 24(1), 69–85. https://doi.org/10.1080/1062726X.2012.626136
  • Kırık, A. M., Özkoçak, V. (2020). Yeni Dünya Düzeni Bağlamında Sosyal Medya. Akademik Sosyal Araştırmalar Dergisi, 45, 133–154.
  • Kumar, A. (2013). Assessing the information need and information seeking behavior of research scholars of MBPG College: A case study. International Journal of Digital Library Services, 3(3), 1–12.
  • Kundu, D. K. (2017) ‘Models of Information Seeking Behaviour: A Comparative Study’, International Journal of Library and Information Studies, 7(4), 393–405. http://www.ijlis.org.
  • Lin, L., Savoia, E., Agboola, F., & Viswanath, K. (2014). What have we learned about communication inequalities during the H1N1 pandemic: A systematic review of the literature. BMC Public Health, 14(1), 1-13. https://doi.org/10.1186/1471-2458-14-484
  • Liu, B. F. (2010). Effective Public Relations in Racially Charged Crises: Not Black or White. The Handbook of Crisis Communication.335-358. https://doi.org/10.1002/9781444314885.ch16
  • Macario, E., Ednacot, E. M., Ullberg, L., & Reichel, J. (2011). The changing face and rapid pace of public health communication. Journal of Communication in Healthcare, 4(2), 145-150. https://doi.org/10.1179/175380611x13022552566254
  • McGuire, D., Cunningham, J. E., Reynolds, K., & Matthews-Smith, G. (2020). Beating The Virus: An Examination Of The Crisis Communication Approach Taken By New Zealand Prime Minister Jacinda Ardern During The Covid-19 Pandemic. Human Resource Development International, 23(4). 361-379.
  • Miles, M. B., Huberman, A. M. (1994). Qualitative Data Analysis: An Expanded Sourcebook. USA: Sage Publications.
  • Ratzan, S. C., Gostin, L. O., Meshkati, N., Rabin, K., & Parker, R. M. (2020). COVID-19: An Urgent Call for Coordinated, Trusted Sources to Tell Everyone What They Need to Know and Do. Journal of Health Communication, 25(10), 747-749. https://doi.org/10.1080/10810730.2020.1894015
  • Ratzan, S. C., Moritsugu, K. P. (2014). Ebola crisis-Communication chaos we can avoid. Journal of Health Communication 19(11), 1213-1215. https://doi.org/10.1080/10810730.2014.977680
  • Strekalova, Y. A. (2017). Health Risk Information Engagement and Amplification on Social Media : News About an Emerging Pandemic on Facebook. Health Education & Behavior, 44(2), 332–339. https://doi.org/10.1177/1090198116660310
  • Tekin, H. H. (2012). Nitel araştırma yönteminin bir veri toplama tekniği olarak derinlemesine görüşme. İstanbul Üniversitesi Sosyoloji Dergisi, 3(13), 101-116.
  • Temel Eğinli, A. (2014). Kriz İletişimi. M. Akdağ & Ü. Arklan (Ed.), Kriz Yönetimi, Konya, Turkey: Literatürk
  • Turan, A., Çelikyay, H. H. (2020). Türkiye ’ de KOVİD - 19 ile Mücadele : Politikalar ve Aktörler. Uluslararası Yönetim Akademisi Dergisi, 3(1), 1–25.
  • Türkiye Cumhuriyeti Cumhurbaşkanlığı. (2020). Normal hayata dönüşü kademe kademe başlatacağız. Retrieved from https://www.tccb.gov.tr/haberler/410/119206/-normal-hayata-donusu-kademe-kademe-baslatacagiz-
  • World Health Organization. (2020). Coronavirus Disease Data. Coronavirus disease (COVID-19) Situation Report – 163 (Issue July).
There are 33 citations in total.

Details

Primary Language Turkish
Subjects Communication and Media Studies
Journal Section Makaleler
Authors

Özlem Alikılıç 0000-0001-6311-2622

Ebru Gökaliler 0000-0002-4134-8447

Project Number BAP096
Publication Date May 27, 2022
Published in Issue Year 2022 Volume: 7 Issue: 1

Cite

APA Alikılıç, Ö., & Gökaliler, E. (2022). COVID-19 PANDEMİSİNİN DURUMSAL KRİZ İLETİŞİM TEORİSİ KAPSAMINDA DEĞERLENDİRİLMESİ. İnönü Üniversitesi İletişim Fakültesi Elektronik Dergisi (İNİF E-Dergi), 7(1), 191-212. https://doi.org/10.47107/inifedergi.1076862