COMMUNICATING ABOUT COVID-19 CRISIS: A CONTENT ANALYSIS OF IMAGE REPAIR STRATEGIES BY THE MALAYSIAN GOVERNMENT AND ITS ASSOCIATION WITH PUBLIC OPINION ON SOCIAL MEDIA.

Abstract

BACKGROUND\nThe COVID-19 health crisis has posed an unprecedented challenge for governments worldwide to manage and communicate about the pandemic effectively, while maintaining public trust. Good leadership image in times of a health emergency is paramount to ensure public confidence towards government s ability to manage the crisis.\n\n\nOBJECTIVE\nThe aim of this study is to identify types of image repair strategies utilized by the Malaysian government in their communication about COVID-19 in the media. The study then analyzes public responses toward these messaging on social media.\n\n\nMETHODS\nA content analysis was employed to analyze 120 media statements and 382 comments retrieved from Facebook pages of two mainstream newspapers, Berita Harian and The Star. These media statements and comments were collected within a span of 6 weeks prior to and during the first implementation of Movement Control Order by the Malaysian Government. The media statements were analyzed according to Benoit s Image Repair Theory to categorize strategies employed in government s communication related to COVID-19 crisis. Public opinion responses were measured using modified lexicon-based VADER sentiment analysis to categorize positive, negative and neutral statements.\n\n\nRESULTS\nThe Malaysian government employed all 5 Image Repair Theory strategies in their communications in both newspapers. The strategy most utilized was the reduce offensiveness strategy (62.5%), followed by corrective action (25.0%), evading responsibilities (8.3%), denial (3.3%) and mortification (0.8%). This study also found multiple sub-strategies in government s media statements including denial, shifting blame, provocation, defeasibility, accident, good intention, bolstering, minimization, differentiation, transcendence, attacking accuser, resolve problem, prevent recurrence, admit wrongdoing and apologize. This study also found that 64.7% of public opinion was positive towards media statements made by the Malaysian government. This study also revealed a significant positive association between Image Repair Strategies utilized by the Malaysian government and public opinion.\n\n\nCONCLUSIONS\nCommunication in the media may assist the government to foster positive support from the public. Suitable image repair strategies could garner positive public responses and help build trust in times of crisis.\n\n\nCLINICALTRIAL