Marita Vos

Towards a more dynamic stakeholder model: acknowledging multiple issue arenas

Purpose – The purpose of this paper is to suggest that corporate communications is becoming less predictable as interaction with stakeholders is moving from organizational control toward “issue arenas”, places of interaction where an issue is discussed by stakeholders and organizations both online and within the traditional media. The role of corporate communications and public relations (PR) is broadening beyond the traditional relationship management to issue arena monitoring.Design/methodology/approach – The paper takes a theoretical approach with six axioms suggested.Findings – Several central theories of corporate communications are combined with issues management and stakeholder theory to argue for a multiplicity of new “issue arenas”, which require an increased amount of monitoring. Six axioms are suggested for future research on corporate communications, and a mosaic of multiple strategies for multiple publics moved by multiple issues is recommended.Research limitations/implications – The axioms s...

Quality Indicators for Crisis Communication to Support Emergency Management by Public Authorities

The purpose of this paper is to develop a framework for performance indicators to measure and improve crisis communication preparedness of public authorities. Such an instrument supporting organizational learning has not yet been developed for crisis communication. Literature is used to create a basis and the framework is derived from a process model with various phases integrating communication activities with crisis management. In the paper, the development of the instrument is explained and justified. Furthermore, an example of its use is provided in which the instrument is used for an auditor evaluation of a water contamination case. A next step for future research could be to analyze and compare a number of measurements.

Human rights organizations and online agenda setting

Purpose – The purpose of this paper is to better understand agenda setting by international human rights organizations in the online environment and at the same time contribute to agenda‐setting theory. The role of non‐governmental organizations (NGOs) in the area of human rights is clarified, and agenda setting and related concepts are discussed.Design/methodology/approach – The study focuses on how attention is drawn to human rights issues in online communication by Human Rights Watch (HRW) and Amnesty International. A content analysis of online forums of HRW and Amnesty International was conducted by monitoring their web sites and Facebook and Twitter pages over a period of three months. In addition, two expert interviews with representatives of Amnesty Finland were conducted to better understand how the organizations online communication activities relate to its policies in drawing attention to human rights.Findings – Based on this study, drawing attention to human rights issues is a goal that leads ...

Setting the research agenda for governmental communication

Purpose – To discuss topics that need future research in governmental communication; setting the research agenda.Design/methodology/approach – Based on two studies by the Research Group for Governmental Communication.Findings – The development of this field would benefit from research on monitoring methods, accountability and return of investment.Research limitations/implications – Focuses of governmental organisations.Practical implications – Priorities to professionalise communication.Originality/value – Based on two studies that are unique in Europe: trend study governmental communication and development of a balanced scorecard for communication in this field.

Trends in government communication in The Netherlands

Purpose – The purpose of this paper is to provide a current state of the art of government communication in The Netherlands which can help to promote a dialogue about how communication quality in this field can be improved further.Design/methodology/approach – In 2006 a survey was conducted for the second time to trace the communication trends in ministries, provinces, municipalities and water boards. The survey was set up in association with sector representatives and it is implemented every two years. The respondents were the top manager and the communication managers of all organisations in the four public sectors. The questionnaire was answered online and the response was 33 per cent.Findings – The paper finds that the communication budget remained reasonably intact, even in more difficult years, and is now regarded with cautious optimism. The principal goals of government communication are to make government action more transparent and to generate interaction with the outside world. The respondents s...

Monitoring the issue arenas of the swine‐flu discussion

Purpose – This paper seeks to describe the changing organizational environment and stakeholder debate currently taking place in various “issue arenas” during a crisis. Organizations today need to find and monitor these arenas before being able to communicate with their stakeholders.Design/methodology/approach – Communications of authorities and discussions by citizens are studied and analyzed in a case study related to the 2009 swine flu or influenza A (H1N1) episode in Finland. The organizational point of view is studied through media releases of the National Institute for Health and Welfare (THL), and the citizen point of view through a content analysis of popular discussion online forums through which the authorities attempted an intervention.Findings – The analysis of the media releases revealed that the crisis communication of the authorities was timely and factual, yet failed both in using understandable concepts and responding to the emotional needs of people threatened by swine‐flu and questioning...

Terrorism Communication: Characteristics and Emerging Perspectives in the Scientific Literature 2002–2011

This paper aims to clarify current knowledge on the contribution of communication to crisis management in the case of terrorism incidents. This is done by means of a systematic review of the scientific literature on terrorism communication over the last 10 years to identify the many challenges facing communication in such crises, and represents the first attempt of its kind. To date, within the literature on terrorism communication, much attention has been paid to chemical, biological, radiological or nuclear hazards. Terrorism crises are complex and challenging. Preparedness for such diverse low‐probability high‐impact crises can best be included in a wider educative approach. Terrorism crises call for fast information updates that, using a multi‐channel approach, can be tailored to fit different needs and (social) media habits.

Testing a methodology to improve organizational learning about crisis communication by public organizations

Purpose – The purpose of this paper is to test a measurement system with performance indicators to improve organizational learning about crisis communication by public organizations enhancing public safety in large scale emergencies. The tool can be used to conduct a preparedness audit or to evaluate communication performance in a real situation or in an emergency exercise. Evaluation is part of the strategic planning and development of crisis communication.Design/methodology/approach – The construction of the instrument and its theoretical underpinnings are first explained, after which the series of empirical tests that were implemented to scrutinize the clarity and appropriateness of the indicators as well as the usability of the instrument are presented. The process approach to crisis management, in which the various phases of a crisis are seen as a continuum, and the stakeholder perspective, in which both the diversity of public groups and the network of response organizations are taken into account, ...

Setting the agenda for research on issue arenas

Purpose – This paper seeks to contribute to the field of corporate communication by clarifying the theoretical basis of communication in issue arenas and proposing an agenda for research on issue arenas. Design/methodology/approach – Drawing on insights from stakeholder thinking, network theory, issues management, and agenda-setting theory, the authors identify different levels of analysis that could explain the behaviour of organisations in the public debate on current issues. Findings – The organisation-centred approach is replaced by a strong emphasis on interaction in networks of organisations, groups and individuals. Decision-making on communication strategies can be further developed by analysing the particularities of each issue arena, in particular the characteristics of the issue and the actors involved as well as the course of the debate and the communication strategies utilised in stakeholder interaction. Research limitations/implications – This theoretical approach calls for further research, ...

Communication quality and added value: a measurement instrument for municipalities

Purpose – This study aims to achieve a better understanding of communication quality and how it can be measured in the municipal context. A previously developed instrument for measuring communication in municipalities is tested and evaluated.Design/methodology/approach – The instrument draws on the balanced scorecard of Kaplan and Norton and quality control procedures as utilised by the European Foundation of Quality Measurement (EFQM). For municipalities, communication quality can be defined as the degree to which communication contributes towards the effectiveness of municipal policy and how it strengthens the relationship between citizens and municipal organisations. Three communication functions are given, and for each function seven quality criteria, for example responsiveness, are defined. The latter serve as an umbrella for several indicators that are assessed on a Likert scale. The results for four municipalities in The Netherlands are presented and compared, and the instrument is evaluated.Findin...