Public Communication

Crises can impact an organisation's viability, credibility and reputation. Communication can preserve and protect the valuable reputation of an organisation, by demonstrating an acceptance of responsibility for the crisis and addressing victim concerns. The research illustrates that Maple Leaf Food's crisis communication strategy was effectual and in supported to its purported organisational values as an organisation focused on health and safety. This case highlights why it is crucial for organisations to develop and apply a cohesive crisis communication strategy.

Il presente contributo indaga l’uso dei social media, e in particolar modo di Twitter, da parte delle pubbliche amministrazioni in occasione di eventi critici ed emergenze ambientali. In particolare il paper si concentra sul caso del Comune di Firenze che durante le nevicate del mese di febbraio 2012 ha promosso l’utilizzo, tramite una specifica conferenza stampa, dell’hashtag #firenzeneve per informare i cittadini e i media locali delle possibili criticità e dei disservizi legati alle imminenti nevicate. Una rivoluzione nel modo di fare comunicazione pubblica da parte delle amministrazioni, spesso ancora troppo conservatrici nella definizione di strategie di comunicazione verso la cittadinanza e il sistema dei media. Alla luce della ormai vasta letteratura sulla gestione degli eventi di crisi internazionali attraverso i social
media, si è proceduto ad una analisi quanti‐qualitativa dei 6581 Tweet recanti l’hashtag #firenzeneve pubblicati fra il 31 Gennaio e il 28 Febbraio 2012. Tecniche di social network analysis hanno consentito di esaminare le modalità di propagazione dell’informazione di pubblica utilità relative alla neve, di evidenziare le pratiche comunicative sviluppate dal basso, la struttura delle reti di re‐Tweet di mention e link postati, oltre a tratteggiare una prima mappa delle relazioni digitali tra il Comune di Firenze, il sindaco Matteo Renzi, media locali e singoli cittadini. Le strutture di relazioni emerse dall’impiego di queste tecniche di
analisi quantitativa, insieme alle interviste in profondità con i soggetti che hanno ideato e gestito la campagna all’interno dell’amministrazione comunale, hanno orientato la successiva analisi del contenuto dei Tweet.

English: This paper investigates the use of social media, and especially Twitter, by public administrations during critical events and environmental emergencies. In particular, the paper focuses on the case of the Minucipality of Florence during the snowfall of February 2012 promoted the use of hashtag #firenzeneve to inform citizens and local media of possible problems and inefficiencies related to the impending snowfall. The paper reports a quantitative and qualitative analysis of the 6581 Tweet containing the hashtag # firenzeneve published between January 31 and February 28, 2012. Using techniques of social network
analysis we examined the propagation of information
related to snowfall, and we highlighted the communicative practices developed by the citizens and the structure of the networks of re-Tweet, mention and link posted.  This analysis  outlines a first digital map of relationships between the City of Florence, the Mayor Matteo Renzi, local media and individual citizens.

Autora: Simone Alves de Carvalho

"Capital social e reconhecimento: análise do trabalho da Pastoral da Saúde" apresenta a tese de Simone Alves de Carvalho, defendida em 2018 na ECA-USP. A autora trabalha conceitos que são fundamentais no trabalho voluntário voltado para pessoas em situação de vulnerabilidade, tanto econômica como emocionalmente. Recuperando teorias de Bourdieu, Putnam, Honneth, Moscovici, Lefevre e Orlandi, entre outros, a autora apresenta uma análise crítica a partir de uma realidade distante da idílica, mas que promove um sentimento de futuro humanizado possível.

Editora: Pimenta Cultural (2020)

ISBN:
978-65-86371-06-2 (eBook)
978-65-86371-05-5 (brochura)

DOI: 10.31560/pimentacultural/2020.062

Resumen:
Introducción. La información de las administraciones públicas ha de ser completa e inteligible para que la ciudadanía pueda ejercer su derecho a la participación de forma fundamentada y para que los profesionales de los medios de comunicación dispongan de fuentes fiables. Metodología. El objetivo de esta investigación es elaborar un procedimiento de evaluación de las informaciones que ofrecen las webs de los ayuntamientos, aplicarlo y ofrecer los resultados en línea a través de una plataforma específica para incitar a los responsables a introducir mejoras. Hemos definido 41 indicadores de evaluación y hemos evaluado las webs de los 947 ayuntamientos de Cataluña.Resultados. Los resultados los hemos representado sobre una herramienta cartográfica, el Mapa de Buenas Prácticas de la Comunicación Pública Local, ofreciendo resultados individuales, de conjunto y estadísticas.Conclusiones. Su publicación ha propiciado cambios en las webs en muy poco tiempo. Ahora aplicaremos esta misma metodología en otras 5 comunidades autónomas de España.

Abstract:
Introduction. The information issued by government institutions must be complete and intelligible so that citizens are able to exercise their right to participation based on informed decisions and the media professionals can use consider these institutions as reliable sources of information. This article presents the results of the development and application of a method to evaluate the information offered by the websites of the municipal governments of Catalonia in order to encourage policymakers to introduce improvements to these platforms. Methods. The sample of study includes the institutional websites run by the government of 947 municipalities of Catalonia. The evaluation is based on 41 purpose-created indicators. Results. The results have been represented on an online geographical mapping tool, titled Map of Good Practices in Local Public Communication, which offers individual and general results and statistics. Conclusions. The publication of results has quickly led to improvements in the sample of websites under analysis, which has led the research team to apply the same evaluation method to the websites of the municipal governments of other five Spanish autonomous communities.

Focusing on modes of security and quarantine practices, this study examines how globalization and the social crises surrounding SARS and H1N1 flu operated to differently regulate certain bodies and areas. I identify four types of quarantines: voluntary, coerced, mandatory, and quasi-quarantines and conduct a transnational comparative case study to investigate the relationship between quarantines and the three modes of security defined by Bingham and Hinchliff (2008): circulation-centric, disciplinary, and territorial versions of security. The case study examines how various modes of security were employed in China and Chinatowns during the SARS epidemic in 2003 as well as by mainland and overseas Chinese to manage risks of overseas returnees importing H1N1 flu into China. My findings suggest that various combinations of modes of security exist in each type of quarantines and that ethnic, geographical, and professional stigmatization often accompanies quarantines. In addition, public communication about epidemics and its accompanying risks operates as a two-blade sword. It can help to cope with such risks more effectively, as demonstrated in the self-disciplinary, anti-circulation arguments employed by Chinese students. Or, as illustrated by popular responses to SARS in North America, it can function to intensify existing systemic racialism, to impose coerced and quasi-quarantines on the marginalized minorities and communities who are wrongly constructed as high-risk groups that should be shunned and ostracized. Such public communication brings both emotional and economic hardships to individuals and communities affected by such discrimination without facilitating the communal risk reduction efforts.

Este trabajo plantea como caso de estudio el uso que las administraciones públicas españolas han hecho de las redes sociales y, en particular, de la plataforma Twitter, para interactuar con la ciudadanía como un mecanismo de gestión de crisis durante la pandemia del COVID19. El trabajo plantea las siguientes preguntas de investigación: ¿cuáles han sido los principales usos en la red social Twitter durante la fase de respuesta a la crisis? ¿cuáles han sido los principales actores implicados en el desarrollo de estas iniciativas virtuales? Nuestro análisis recurre a la descarga de datos masivos de Twitter, clasificando los diferentes casos en base a una matriz de flujos de información y cooperación en gestión de emergencias: la campaña #EsteVirusLoParamosUnidos, iniciada por autoridades y administraciones públicas con una orientación de servicio público; #YoMeQuedoEnCasa, promovida por la ciudadanía para limitar la movilidad con anterioridad al Estado de Alarma; y #AplausoSanitario, iniciada desde la ciudadanía, y con apoyo de las autoridades, con un marcado carácter emocional y gran repercusión social. Como resultados destacamos que la participación de las administraciones públicas ha sido extensa y ha dejado entrever un uso incipiente de estas plataformas sociales para complementar la prestación de servicios públicos / This article presents as a case study the use that Spanish public administrations have made of social media (particularly Twitter) to interact with citizens as a crisis management mechanism during the COVID19 pandemic. This work poses the following research questions: what have been the main uses in Twitter during the crisis response phase? What have been the main actors involved in the development of these virtual initiatives? Our analysis uses big data from Twitter, classifying the different cases based on a well-known matrix of information flows and cooperation during emergency management: the #EsteVirusLoParamosUnidos campaign, launched by authorities and public administrations with a public service delivery orientation; #YoMeQuedoEnCasa, promoted by citizens to limit mobility before the official lockdown; and #AplausoSanitario, started from the citizenship, and with authorities support, that managed to have great emotional and social impact. Our results highlight that the participation of public administrations have been extensive and have revealed an incipient use of these digital platforms to complement public service delivery

Citizen journalism develops dynamically through online media. Many spaces are provided to disseminate information, including information about the potential of an area. This study aims to determine the role of citizen journalism in the city of Semarang and surrounding areas. The research method used is descriptive qualitative by analyzing data through online mass media. The objecst of this research are citizen journalism channels in the mainstream media, namely Kompasiana.com owned by Kompas.com, PasangMata.com owned by detikcom, Indonesiana.id owned by Tempo, and Rubik.okezone.com owned by Okezone. The result shows that citizen journalism contributes to the development of the image of the city of Semarang.

El Renacer del Mito aporta una nueva mirada sobre dos temas clásicos del humanismo: el mito y el héroe. Para tal empresa, ha reunido a un grupo de investigadores del ámbito de la comunicación pública, la literatura y las narrativas audiovisuales.

O artigo procura debater os mecanismos de participação da sociedade civil no processo de tomada de decisão política, considerando o potencial de inclusão que as ferramentas de comunicação pública oferecem para a democracia representativa. A distância entre a esfera de decisão política e a população, acentuada pelo pouco envolvimento da sociedade na condução dos assuntos públicos, se reflete na arena legislativa de forma mais acentuada. Para minimizar esse impacto, as sondagens de opinião podem sinalizar de forma mais segura para os legisladores o sentimento da sociedade e diminuir o fosso atualmente existente entre esses dois atores políticos.

This paper explores the relationship between customer-generated word-of-mouth and corporate reputation. After a concise literature review, we present several insights from a multiple case study of 3 organizations. Our main finding is that customer dissatisfaction and negative word-of-mouth (NWOM) are thought to have strong downside consequences for corporate reputation. Positive WOM does not appear to have equivalent upside significance for corporate reputation. NWOM often occurs as customers express dissatisfaction because of substandard customer service. However, it is when these issues or other negatively connoted stories find their way into the public domain that reputation suffers. Fear of reputational damage causes great anxiety to the organisations' senior management. Reputations are shown to be fragile. Damage limitation strategies are implemented in all three organisations.

Digital media in general, and social media in particular, are a distinctive feature of contemporary election campaign strategies. This article adds to the ongoing discussion of the political power of social media by exploring political party strategies behind the usage of social media. In this study we specifically focus on Twitter (a micro blog) during the latest National Election Campaign in Sweden in 2010. The study exams the degree and character of Twitter usage among parties and prominent party members, and relates content to the declared communication strategies regarding the role of Twitter in the campaign. Methodologically, the paper is based on a quantitative content analysis of all party tweets and on personal interviews with all party campaign managers. The results show that most political parties officially declare a considerable interest in using social media as twitter for diverse campaign purposes. However, the content analysis confirms only a modest party use of Twit...

The world has faced a major increase in forced displacement and the theme has also become the subject of many public , media and political debates. The public communication of refugee organizations thereby increasingly impacts their operations, the public perception on forcibly displaced people and societal and policy beliefs and actions. However, little research has been conducted on the topic. Therefore, this conceptual article aims to (1) define refugee organizations' public communication, (2) situate it within broader research fields, and (3) motivate the latter's relevance as research perspectives. In order to be able to achieve these research objectives, the article first discusses the social and scientific relevance of the research subject and identifies important gaps within literature which both form an essential scientific base for developing the main arguments. Adopting a historical perspective, the article demonstrates that in recent decades the social and scientific relevance of research on strategic and non-profit communication in general and on refugee orga-nizations' public communication in particular have increased. Nevertheless, these fields remain underdeveloped and are mostly text-focused, while the production and reception dimensions are barely explored. Remarkably, however, little or no research has been conducted from an organizational communication perspective, although this article demonstrates that the subject can be adequately embedded in and examined from the fields of strategic, non-profit and public communication. Finally, the article highlights the relevance of the holistic Communicative Constitution of Organizations perspective and argues that future research can benefit by adopting multi-perspective, practice-oriented, multi-methodological, comparative and/or interdisciplinary approaches.

Pesatnya teknologi internet membuka peluang yang besar bagi institusi pendidikan dalam melakukan komunikasi pada masyarakat luas. Bentuknya adalah penyampaian informasi melalui pesan-pesan yang sesuai dengan karakter dan jatidiri. Sosial media kini sudah menjadi kebutuhan yang penting dalam dalam kehidupan di lingkungan kampus dalam menyampaikan informasi atas kegiatan yang ada. Penelitian ini dilakukan dibeberapa perguruan tinggi swasta di kota Semarang dengan tujuan untuk mengetahui sejauh mana penggunaan digital public relations melalui media sosial. Penelitian ini menggunakan metode kualitatif deskriptif  dengan mendeskripsikan hasil temuan di lapangan. Hasil penelitian menunjukkan bahwa masing-masing perguruan tinggi memiliki karakter sendiri dalam menggunakan media sosial. Media yang digunakan sangat variatif dan memiliki keunggulan masing-masing dalam mempublikasikan pada masyarakat luas.

Kata kunci : inovasi, public relations dan media sosial, masyarakat

Fundamentalna zmiana w komunikacji międzyludzkiej: specyfika komunikacji w mediach społecznościowych. Czego tu się bać: wyzwania stojące przed jednostkami administracji publicznej w związku z obecnością w mediach społecznościowych. Społecznościowa wizja służby społeczeństwu: szanse stojące przed jednostkami administracji publicznej w związku z obecnością w mediach społecznościowych.

Focusing on modes of security and quarantine practices, this study examines how globalization and the social crises surrounding SARS and H1N1 flu operated to differently regulate certain bodies and areas. I identify four types of quarantines: voluntary, coerced, mandatory, and quasi-quarantines and conduct a transnational comparative case study to investigate the relationship between quarantines and the three modes of security defined by Bingham and Hinchliff (2008): circulation-centric, disciplinary, and territorial versions of security. The case study examines how various modes of security were employed in China and Chinatowns during the SARS epidemic in 2003 as well as by mainland and overseas Chinese to manage risks of overseas returnees importing H1N1 flu into China. My findings suggest that various combinations of modes of security exist in each type of quarantines and that ethnic, geographical, and professional stigmatization often accompanies quarantines. In addition, public...

In recent years, Internet video gaming has grown exponentially amongst a non-traditional and non-targeted group of gamers: those over 50 years of age. In the United States alone, elderly gamers have grown from nine percent of all gamers in 1999 to over 25 percent of all gamers as of 2009. The current study specifically examines elderly peoples’ usage behaviors with Internet-based video games. Such participation has been aided by the fact that games are social in nature and are accessible in terms ownership and operation. The process of becoming an Internet gamer therefore requires little more than a simple computer, an Internet connection, and a desire to be entertained. Results show that so-called “silvergamers” prefer casual games as opposed to more complex and persistent games. In addition, this paper raises further insights into their behaviour as users, including usage time and expenses for game usage, and situates them within the context of elderly gamers as an economic potential group to be targeted more.

Una risorsa aggiornata per quanti, operatori, studiosi, ma non solo, vogliano tenersi aggiornati in un momento in cui il continuo svilupparsi di piattaforme e applicazioni tecnologiche anticipa domande e risposte, e il passaggio alla cittadinanza digitale si va rapidamente e inesorabilmente compiendo. Questa è la caratteristica dei seminari Compu-tec (Comunicazione Pubblica e Tecnologie), in programma da tre anni all’Università degli Studi di Siena, di cui questo volume rappresenta la sintesi annuale. Docenti ed esperti di comunicazione pubblica e di tecnologie propongono qui le proprie recenti elaborazioni su: diffusione delle tecnologie digitali nella società contemporanea; mutazione della sfera pubblica; media sociali e loro applicazioni nella comunicazione pubblica; tecnologie per la partecipazione, digital divide e accesso ai soggetti diversamente abili; giovani consumatori di media digitali in relazione con le amministrazioni pubbliche; città e cittadini alle prese con le nuove tecnologie; Protezione Civile tra comunicazione e reputazione online; cittadini e canali per comunicare l’Europa.

Media massa memiliki peranan penting dalam memberitakan berbagai krisis di Timur Tengah, khususnya Qatar. Berita online dimaksud adalah termuat di media online terkait kebijakan RI dalam mengambil sikap politiknya. Pesan melalui berita dikomunikasikan untuk mendorong terjadinya penyelesaian konflik Qatar. Pemerintah Republik Indonesia melalui media juga membangun diplomasi dan negosiasi.
Penelitian ini menggunakan metode framing Pan & Kosicki untuk menganalisis fakta yang terjadi di media massa online atas kebijakan pemerintah RI atas konflik Qatar. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana pemberitaan online media massa atas kebijakan RI dalam menyikapi konflik Qatar di Timur Tengah. Kebijakan sikap politik RI menjadi bagian dari komunikasi yang dibangun melalui media luar negeri. Ditemukan bahwa media online ikut serta berkontribusi mendorong sikap politik RI terhadap konflik Qatar. Media menyampaikan sikap Indonesia pada dunia untuk mendorong kebijakan publik internasional untuk segera menyelesaikan konflik Qatar.
Kata kunci : Konflik Qatar, Kebijakan RI, Media Online Dalam dan Luar Negeri

En el estudio se analiza cómo la avalancha digital ha obligado a las organizaciones públicas ecuatorianas a plantear sus estrategias, para promover sus servicios e interactuar con los ciudadanos.Metodología: Se procedió a realizar una investigación no experimental, exploratoria y descriptiva, recabando información, a través, de una encuesta digital, aplicada a los responsables de comunicación de 52 instituciones públicas. Resultados: Los principales hallazgos se relacionan con la estructura de los departamentos de comunicación. La etapa en que las organizaciones públicas se encuentran en la construcción de la estrategia deSocial Media. Las redes y recursos más utilizados. Las herramientas para medir efectividad, etc. Discusión: Lo anterior evidencia la necesidad de profesionalizar el manejo de Social Media y elevar al ámbito estratégico la relación con los ciudadanos.

This paper explores the relationship between customer-generated word-of-mouth (WOM) and corporate reputation. After a concise literature review, we present several insights from case study analysis of three organizations. Our main finding is that customer dissatisfaction and negative word-of-mouth (NWOM) are thought to have strong downside consequences for corporate reputation. Yet, positive WOM does not appear to have equivalent upside significance for corporate reputation. NWOM often occurs as customers express dissatisfaction because of substandard customer service. However, it is when these issues or other negatively connoted stories find their way into the public domain with the potential of wider electronic WOM spread through the Internet that reputation suffers. Fear of reputational damage causes great anxiety to the organizations ' senior management. Reputations are shown to be fragile. Damage limitation strategies are implemented in all three organisations.

This article draws upon historical and contemporary data to attempt to identify key issues in government media relations and to discuss the processes and challenges involved in attempting to quantify the expenditure on this activity in the state of Queensland in the modern era. A combination of investigative journalism and academic research methods have been used to position government media relations as a practice and to gauge expenditure, staffing, and cost to the taxpayer of government media relations in Queensland. The Electoral and Administrative Review Commission’s Report on review of government media and information services (EARC, 1993) was the first comprehensive measure of such costs and since then only some insights were offered by premiers Beattie and Bligh in 2006 and 2008 in response to parliamentary questions on notice. This article reviews these costs, canvasses expert estimates of the real cost of government media relations, and debates some of the competing interes...

This article draws upon historical and contemporary data to attempt to identify key issues in government media relations and to discuss the processes and challenges involved in attempting to quantify the expenditure on this activity in Queensland in the modern era. ...

Digital media in general, and social media in particular, are a distinctive feature of contemporary election campaign strategies. This article adds to the on going discussion of the political power of social media by exploring political party strategies behind the usage of social media. In this study we specifically focus on Twitter (a micro blog) during the latest National Election Campaign in Sweden in 2010. The study exams the degree and character of Twitter usage among parties and prominent party members, and relates content to the declared communication strategies regarding the role of Twitter in the campaign. Methodologically, the paper is based on a quantitative content analysis of all party tweets and on personal interviews with all party campaign managers. The results show campaign purposes. However, the content analysis confirms only a modest party use of Twitter messages and Twitter patterns where messages are most often related to current news media activities and are of...

El “Observatorio Participatório (Participativo) de la Juventud” es una red social lanzada en julio de 2013 por el gobierno brasileño para fomentar la colaboración de los jóvenes en los debates destinados a las políticas de juventud. Este entorno interactivo trabaja en la integración con las redes sociales digitales con el objetivo de conocer a los jóvenes y sus preocupaciones. La intención es que los debates puedan servir como apoyo a las políticas públicas, leyes y otros temas importantes para los jóvenes brasileños. El documento de presentación del “Observatorio Participatório de la Juventud” pone de relieve que los jóvenes siempre han estado pidiendo un espacio confiable para hablar con los investigadores, gestores y otros jóvenes sobre temas de su interés. En este artículo se describe el proceso de creación del Participatório y analizamos los intereses de los jóvenes que lo utilizan a través de los grupos creados.

The “Observatory Participatório (Participatory) of Youth” is a social network released in July 2013 by the Brazilian government to encourage the collaboration of young people in discussions engaged on youth policy. This interactive environment works in integration with digital social networks, in order to know the youth and their concerns. The intention is that debates can server as support for public policies, laws and other important issues for young Brazilians. The presentation document of the “Observatory Participatório of Youth” highlights that young people have long been asking for a reliable space to discuss with researchers, managers and other young people on topics of their interest. In this article we describe the process of creation of the Participatório and analyze the interests of the young people who use it through the groups created.