How Audiences Seek Out Crisis Information: Exploring the Social-Mediated Crisis Communication Model

Abstract

This study explores how audiences seek information from social and traditional media, and what factors affect media use during crises. Using the social-mediated crisis communication (SMCC) model, an examination of crisis information and sources reveals that audiences use social media during crises for insider information and checking in with family/friends and use traditional media for educational purposes. Convenience, involvement, and personal recommendations encourage social and traditional media use; information overload discourages use of both. Humor and attitudes about the purpose of social media discourage use of social media, while credibility encourages traditional media use. Practically, findings stressed the importance of third-party influence in crisis communication and the need for using both traditional and social media in crisis response.

Keywords:

• Social Media
• Crisis Communication
• Information Seeking
• Public Relations

Additional information

Notes on contributors

Lucinda Austin

Lucinda Austin (PhD, University of Maryland College Park) is an Assistant Professor in the School of Communications, Elon University. Her research focuses on publics' perspectives and meaning-making of health and risk communication campaigns and organization-public relationship building

Brooke Fisher Liu

Brooke Fisher Liu (PhD, University of North Carolina) is an Assistant Professor in the department of Communication, University of Maryland. Her research primarily examines how government organizations manage communication during crisis and non-crisis situations

Yan Jin

Yan Jin (PhD, University of Missouri-Columbia) is an Associate Professor at the School of Mass Communications, Virginia Commonwealth University. Her research focuses on crisis communication, strategic conflict management, and how emotions influence public relations decision making and publics' responses. The authors contributed equally to this article