Examining WHO’s Crisis Communication in Issue Arenas during COVID-19: A Socio-semantic Network Analysis

Upadhyay, Shalini; Upadhyay, Nitin; Gour, Alekh; Mehra, Payal

doi:10.1080/1553118x.2022.2058400

Cited by 2 publications

(3 citation statements)

References 57 publications

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“…In this study, Twitter is used as the data source to extract relevant data, given its versatility in one‐to‐one and many‐to‐many communication (D'heer & Verdegem, 2015; Upadhyay et al, 2022). Initially, we developed a Twitter API, followed by the utilization of R programming to retrieve tweets via the API.…”

Section: Methodsmentioning

confidence: 99%

Voices in the storm: Analyzing MakeMyTrip's crisis communication during COVID‐19 through a multivocality lens

Upadhyay,

Gour

2023

Contingencies & Crisis Mgmt

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The COVID‐19 pandemic's travel restrictions have created significant difficulties for travellers and online travel agencies (OTAs), such as MakeMyTrip (MMT). This research examines MMT's crisis communication during the pandemic through multivocality, using Twitter data to analyze actors, topics, emotions and interaction patterns. The results show complex relationships among travellers, government, media, airlines and MMT, revealing who assigns blame and who takes it, and displaying dominant emotions like anger, fear, anticipation and trust. Initially, MMT used denial, minimization and scapegoating as crisis response strategies but later switched to corrective action and mortification. The study advances the understanding of crisis communication by considering multivocality and interaction patterns, and its results can help organizations, particularly OTAs, understand the importance of multivocal communication during a crisis and how to respond effectively to customer complaints and concerns.

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Section: Methodsmentioning

confidence: 99%

Voices in the storm: Analyzing MakeMyTrip's crisis communication during COVID‐19 through a multivocality lens

Upadhyay,

Gour

2023

Contingencies & Crisis Mgmt

Self Cite

View full text Add to dashboard Cite

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“…, 2019 for automated methods of mapping issue arenas on Twitter). Socio-semantic network analyses have become more popular today in studying communicative dynamics in issue arenas, even during the Covid-19 pandemic (Upadhyay et al. , 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Some recent scholarly work has tried lately to understand the role of so-called passive stakeholders in issue arenas (as an example, see Hellsten et al, 2019 for automated methods of mapping issue arenas on Twitter). Sociosemantic network analyses have become more popular today in studying communicative dynamics in issue arenas, even during the Covid-19 pandemic (Upadhyay et al, 2022).…”

Section: Introductionmentioning

confidence: 99%

A revised digital media–arena framework guiding strategic communication in digital environments

Badham,

Luoma-aho,

Valentini

2023

JCOM

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PurposeThis paper refines the Digital Media–Arena (DMA) framework to address the diversity of stakeholders contributing to the production, (re)appropriation and (re)distribution of organisational messages in digital environments. It also presents a case analysis for the purpose of demonstrating the applicability of the revised conceptual framework to a critical situation.Design/methodology/approachGrounded in key public relations, corporate communication and strategic communication research, this study first extends the DMA framework by introducing six new forms of media-arenas. Next, the study takes a public sector perspective to analyse the revised framework against a critical situation involving the Finnish prime minister in summer 2022.FindingsThe application of the revised DMA framework to analyse the critical situation shows the importance of mapping and understanding diverse discourses across multi-arenas and their communication role in a rapidly unfolding scandal surrounding the prime minister of Finland. Findings also reveal the diversity of stakeholder voices forming their own versions of organisational messages and sometimes converging organisational messages within and across DMAs.Practical implicationsThe DMA framework can offer practical suggestions to guide communicators to make strategic choices in what, where, how and with whom they can communicate.Originality/valueThe revised DMA framework contributes expanding the field's knowledge of the strategic communicative use of the digital environment in typically highly volatile and multi-vocal situations by offering instrumental understanding of the conflicting challenge between subjugating and liberating organisational messages across the digital spectrum.

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Examining WHO’s Crisis Communication in Issue Arenas during COVID-19: A Socio-semantic Network Analysis

Cited by 2 publications

References 57 publications

Voices in the storm: Analyzing MakeMyTrip's crisis communication during COVID‐19 through a multivocality lens

Voices in the storm: Analyzing MakeMyTrip's crisis communication during COVID‐19 through a multivocality lens

A revised digital media–arena framework guiding strategic communication in digital environments

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