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

ABSTRACT

COVID-19 has posed several challenges to public health regulatory bodies and experts in dealing with crisis communication. The World Health Organization’s role in dealing with crisis communication came under scrutiny and opened a debate on Twitter regarding COVID-19 information. This study investigates the delay in the dissemination of information on COVID-19 by the World Health Organization (WHO) and its effects on communication about the pandemic through the lens of issue arenas and communication network theories. It examines the actors, topics, and sentiments that emerged in Twitter because of the communication as well as the crisis response strategies adopted by the WHO. The findings reveal five main actors – organizations, media, independent users, political actors, and others; the dominant emotions in the arena such as anticipation, anger, fear, and trust. Additionally, the WHO employs minimization, and corrective action strategies supported by bolstering. By introducing a new context to the socio-semantic network in the virtual space, this study sheds light on strategic communication while focusing on health communication, public relations, and crisis communication. These insights and findings can help organizations to moderate and manage issues during crises.

Acknowledgments

We would like to thank the Editor and anonymous reviewers for their careful reading of our manuscript and their many insightful comments and suggestions. The authors would like to acknowledge and thank their respective institutes for providing a conducive environment to undertake the study.

Disclosure statement

No potential conflict of interest was reported by the author(s)

Additional information

Funding

The authors have not received any finding