Evaluating Crisis Communication. A 30-item Checklist for Assessing Performance during COVID-19 and Other Pandemics

References

• Abraham, T. (2011). Lessons from the pandemic: The need for new tools for risk and outbreak communication. Emerging Health Threats Journal, 4(1), 1–4. doi:10.3402/ehtj.v4i0.7160
   Google Scholar
• Ali, K., Zain-ul-abdin, K., Li, C., Johns, L., Ali, A. A., & Carcioppolo, N. (2019). Viruses going viral: Impact of fear-arousing sensationalist social media messages on user engagement. Science Communication, 41(3), 314–338. doi:10.1177/1075547019846124
   Web of Science ®Google Scholar
• Andrew, S. A., Arlikatti, S., Chatterjee, V., & Ismayilov, O. (2018). Ebola crisis response in the USA: Communication management and SOPs. International Journal of Disaster Risk Reduction, 31, 243–250. doi:10.1016/j.ijdrr.2018.04.028
   PubMed Web of Science ®Google Scholar
• Avery, E. J. (2017). Public information officers’ social media monitoring during the Zika virus crisis, a global health threat surrounded by public uncertainty. Public Relations Review, 43(3), 468–476. doi:10.1016/j.pubrev.2017.02.018
   Web of Science ®Google Scholar
• Barbe, D., & Pennington-Gray, L. P. (2018). Using situational crisis communication theory to understand Orlando hotels’ Twitter response to three crises in the summer of 2016. Journal of Hospitality and Tourism Insights, 1(3), 258–275. doi:10.1108/jhti-02-2018-0009
   Web of Science ®Google Scholar
• Bjørkdahl, K., & Carlsen, B. (2017). Fear of the fear of the flu: Assumptions about media effects in the 2009 pandemic. Science Communication, 39(3), 358–381. doi:10.1177/1075547017709792
   Web of Science ®Google Scholar
• Boin, A. (2009). The new world of crises and crisis management: Implications for policymaking and research. Review of Policy Research, 26(4), 367–377. doi:10.1111/j.1541-1338.2009.00389.x
   Web of Science ®Google Scholar
• Boin, A., ‘T Hart, P., Stern, E., & Sundelius, B. (2016). The politics of crisis management. Public leadership under pressure. Cambridge, UK: Cambridge University Press.
   Google Scholar
• Boin, A., ’T Hart, P., Stern, E., & Sundelius, B. (2005). The politics of crisis management: Public leadership under pressure. Cambridge, UK: Cambridge University Press.
   Google Scholar
• Boin, A., Ekengren, M., & Rhinard, M. (2020). Hiding in plain sight: Conceptualizing the creeping crisis. Risks, Hazards and Crisis in Public Policy, 11(2), 116–138. doi:10.1002/rhc3.12193
   PubMed Web of Science ®Google Scholar
• Boin, A., Kuipers, S., & Overdijk, W. (2013). Leadership in times of crisis: A framework for assessment. International Review of Public Administration, 18(1), 79–91. doi:10.1080/12294659.2013.10805241
   Google Scholar
• Boin, A., Lodge, M., & Luesink, M. (2020) Learning from the COVID-19 crisis: An initial analysis of national responses, Policy Design and Practice. doi:10.1080/25741292.2020.1823670
   Google Scholar
• Chen, L. D. (2008). Open information system and crisis communication in China. Chinese Journal of Communication, 1(1), 38–54. doi:10.1080/17544750701861905
   Web of Science ®Google Scholar
• Cheng, Y., & Lee, C. J. (2019). Online crisis communication in a post-truth Chinese society: Evidence from interdisciplinary literature. Public Relations Review, 45(4), 101826. doi:10.1016/j.pubrev.2019.101826
   Web of Science ®Google Scholar
• Chew, C., & Eysenbach, G. (2010). Pandemics in the age of twitter: content analysis of tweets during the 2009 H1N1 outbreak. PLoS ONE, 5(11), e14118. doi:10.1371/journal.pone.001411
   PubMed Web of Science ®Google Scholar
• Crook, B., Glowacki, E. M., Suran, M., Harris, J. K., & Bernhardt, J. M. (2016). Content analysis of a live CDC twitter chat during the 2014 Ebola outbreak. Communication Research Reports, 33(4), 349–355. doi:10.1080/08824096.2016.1224171
   Web of Science ®Google Scholar
• Dalrymple, K. E., Young, R., & Tully, M. (2016). “Facts, not fear”: Negotiating uncertainty on social media during the 2014 Ebola crisis. Science Communication, 38(4), 442–467. doi:10.1177/1075547016655546
   Web of Science ®Google Scholar
• Davis, K. M., & Gardner, W. L. (2012). Charisma under crisis revisited: Presidential leadership, perceived leader effectiveness, and contextual influences. Leadership Quarterly, 23(5), 918–933. doi:10.1016/j.leaqua.2012.06.001
   Web of Science ®Google Scholar
• Davis, M. (2019). Uncertainty and immunity in public communications on pandemics. In K. Bjørkdahl & B. Carlsen (Eds.), Pandemics, publics, and politics (pp. 29–42). Singapore: Palgrave Pivot. doi:10.1007/978-981-13-2802-2_3
   Google Scholar
• De Bussy, N. M., & Paterson, A. (2012). Crisis leadership styles—bligh versus gillard: A content analysis of twitter posts on the queensland floods. Journal of Public Affairs, 12(4), 326–332. doi:10.1002/pa.1428
   Google Scholar
• Dickmann, P., Biedenkopf, N., Keeping, S., Eickmann, M., & Becker, S. (2014). Risk communication and crisis communication in infectious disease outbreaks in Germany: What is being done, and what needs to be done. Disaster Medicine and Public Health Preparedness, 8(3), 206–211. doi:10.1017/dmp.2014.36
   PubMed Web of Science ®Google Scholar
• Freberg, K., Palenchar, M. J., & Veil, S. R. (2013). Managing and sharing H1N1 crisis information using social media bookmarking services. Public Relations Review, 39(3), 178–184. doi:10.1016/j.pubrev.2013.02.007
   Web of Science ®Google Scholar
• Fredriksson, M., Olsson, E. K., & Pallas, J. (2014). Creativity caged in translation: A neo-institutional perspective on crisis communication. Revista Internacional De Relaciones Publicas, 4(8), 65–84. doi:10.5783/rirp-8-2014-05-65-84
   Google Scholar
• Fung, I. C. H., Duke, C. H., Finch, K. C., Snook, K. R., Tseng, P.-L., Hernandez, A. C., … Tse, Z. T. H. (2016). Ebola virus disease and social media: A systematic review. American Journal of Infection Control, 44(12), 1660–1671. doi:10.1016/j.ajic.2016.05.011
   PubMed Web of Science ®Google Scholar
• Garcia, J. N. (2014). The pandemic discourses. New risk communication strategies in a new sociocultural context. Cultura Lenguaje Y Representacion-Revista De Estudios Culturales De La Universitat Jaume I, 13, 185–199. doi:10.6035/clr.2014.13.10
   Google Scholar
• Glenn, J., Chaumont, C., & Villalobos Dintrans, P. (2020). Public health leadership in the times of COVID-19: A comparative case study of three countries. International Journal of Public Leadership. Vol. ahead-of-print No. ahead-of-print. doi:10.1108/IJPL-08-2020-0082.
   Web of Science ®Google Scholar
• Guidry, J. P. D., Jin, Y., Orr, C. A., Messner, M., & Meganck, S. (2017). Ebola on Instagram and Twitter: How health organizations address the health crisis in their social media engagement. Public Relations Review, 43(3), 477–486. doi:10.1016/j.pubrev.2017.04.009
   Web of Science ®Google Scholar
• Guzmán Do Nascimento, B. G. (2018). Communication and Health: The management of the Ebola Crisis Through Social Networks. Revista Espanola De Comunicacion En Salud, 9(2), 196–202. doi:10.20318/recs.2018.4497
   Web of Science ®Google Scholar
• Hilyard, K. M., Quinn, S. C., Kim, K. H., Musa, D., & Freimuth, V. S. (2014). Determinants of Parental Acceptance of the H1N1 Vaccine. Health Education & Behavior, 41(3), 307–314. doi:10.1177/1090198113515244
   PubMed Web of Science ®Google Scholar
• Hoffman, S. J., & Silverberg, S. L. (2018). Delays in global disease outbreak responses: Lessons from H1N1, Ebola, and Zika. American Journal of Public Health, 108(3), 329–333. doi:10.2105/AJPH.2017.304245
   PubMed Web of Science ®Google Scholar
• Holmes, B. J. (2008). Communicating about emerging infectious disease: The importance of research. Health Risk & Society, 10(4), 349–360. doi:10.1080/13698570802166431
   Web of Science ®Google Scholar
• Hsu, Y. C., Chen, Y. L., Wei, H. N., Yang, Y. W., & Chen, Y. H. (2017). Risk and outbreak communication: Lessons from Taiwan’s experiences in the post-SARS Era. Health Security, 15(2), 165–169. doi:10.1089/hs.2016.0111
   PubMed Web of Science ®Google Scholar
• Itzwerth, R., Moa, A., & MacIntyre, C. R. (2018). Australia’s influenza pandemic preparedness plans: An analysis. Journal of Public Health Policy, 39(1), 111–124. doi:10.1057/s41271-017-0109-5
   PubMed Web of Science ®Google Scholar
• Jardine, C. G., Boerner, F. U., Boyd, A. D., & Driedger, S. M. (2015). The more the better? A comparison of the information sources used by the public during two infectious disease outbreaks. PLoS ONE, 10(10), e0140028. doi:10.1371/journal.pone.0140028
   PubMed Web of Science ®Google Scholar
• Jong, W. (2020). Anticipating the unknown: Crisis communication while under investigation. Public Relations Inquiry, 9(1), 47–60. doi:10.1177/2046147X19862343
   Web of Science ®Google Scholar
• Jong, W., & Dückers, M. L. A. (2019). The perspective of the affected: What people confronted with disasters expect from government officials and public leaders. Risk, Hazards & Crisis in Public Policy, 10(1), 14–31. doi:10.1002/rhc3.12150
   Web of Science ®Google Scholar
• Jong, W., Dückers, M. L. A., & Van der Velden, P. G. (2016). Leadership of mayors and governors during crises: A systematic review on tasks and effectiveness. Journal of Contingencies and Crisis Management, 24(1), 46–58. doi:10.1111/1468-5973.12091
   Web of Science ®Google Scholar
• Juarbe-Rey, D., Pérez, A. O., Santoni, R. P. C. P., Ramírez, M. R., & Vera, M. (2018). Using risk communication strategies for zika virus prevention and control driven by community-based participatory research. International Journal for Environmental Research and Public Health, 15(11), 250. doi:10.3390/ijerph15112505
   Web of Science ®Google Scholar
• Kim, S. (2013). Does corporate advertising work in a crisis? An examination of inoculation theory. Journal of Marketing Communications, 19(4), 293–305. doi:10.1080/13527266.2011.634430
   Google Scholar
• Lazard, A. J., Scheinfeld, E., Bernhardt, J. M., Wilcox, G. B., & Suran, M. (2015). Detecting themes of public concern: A text mining analysis of the centers for disease control and Prevention’s Ebola live Twitter chat. American Journal of Infection Control, 43(10), 1109–1111. doi:10.1016/j.ajic.2015.05.025
   PubMed Web of Science ®Google Scholar
• Lee, K. (2009). How the Hong Kong government lost the public trust in SARS: Insights for government communication in a health crisis. Public Relations Review, 35(1), 74–76. doi:10.1016/j.pubrev.2008.06.003
   PubMed Web of Science ®Google Scholar
• Liu, B. F. (2019). Editor’s essay: The critical need for crisis and risk communication research. Journal of International Crisis and Risk Communication Research, 2(1), 7–11. doi:10.30658/jicrcr.2.1.1
   Google Scholar
• Liu, B. F., Austin, L., Lee, Y.-I., Jin, Y., & Kim, S. (2020) Telling the tale: The role of narratives in helping people respond to crises, Journal of Applied Communication Research. doi:10.1080/00909882.2020.1756377
   Google Scholar
• Liu, B. F., Fowler, B. M., Roberts, H. A., Sayers, E. L. P., & Egnoto, M. J. (2017). The role of communication in healthcare systems and community resilience. International Journal of Emergency Management, 13(4), 305–327. doi:10.1504/ijem.2017.10007630
   Web of Science ®Google Scholar
• Liu, B. F., & Fraustino, J. D. (2014). Beyond image repair: Suggestions for crisis communication theory development. Public Relations Review, 40(3), 543–546. doi:10.1016/j.pubrev.2014.04.004
   Web of Science ®Google Scholar
• Liu, B. F., & Iannacone, J. (2020). Reflections on editing the journal: Current status and future directions. Journal of International Crisis and Risk Communication Research, 3(2), 137–140. doi:10.30658/jicrcr.3.2.1
   Google Scholar
• Luoma-aho, V., Tirkkonen, P., & Vos, M. (2013). Monitoring the issue arenas of the swine-flu discussion. Journal of Communication Management, 17(3), 239–251. doi:10.1108/jcom-11-2010-0069
   Google Scholar
• Lwin, M. O., Lu, J. H., Sheldenkar, A., & Schulz, P. J. (2018). Strategic uses of facebook in zika outbreak communication: Implications for the crisis and emergency risk communication model. International Journal of Environmental Research and Public Health, 15(9), 1974. doi:10.3390/ijerph15091974
   PubMed Web of Science ®Google Scholar
• Lyu, S. Y., Chen, R. Y., Wang, S. F. S., Weng, Y. L., Peng, E. Y. C., & Lee, M. B. (2013). Perception of spokespersons’ performance and characteristics in crisis communication: Experience of the 2003 severe acute respiratory syndrome outbreak in Taiwan. Journal of the Formosan Medical Association, 112(10), 600–607. doi:10.1016/j.jfma.2012.12.005
   PubMed Web of Science ®Google Scholar
• McConnell, A. (2011). Success? Failure? Something in-between? A framework for evaluating crisis management. Policy and Society, 30(2), 63–76. doi:10.1016/j.polsoc.2011.03.002
   Web of Science ®Google Scholar
• McDrury, J., & Alterio, M. (2001). Achieving reflective learning using storytelling pathways. Innovations in Education and Teaching International, 38(1), 63–73. doi:10.1080/147032901300002864
   Web of Science ®Google Scholar
• McHugh, K., & Klockner, K. (2020). Learning lessons from rail safety storytelling: Telling safety like it is. Safety Science, 122, 104524. doi:10.1016/j.ssci.2019.104524
   Web of Science ®Google Scholar
• McInnes, C. J., & Hornmoen, H. (2018). ‘Add Twitter and Stir’: The use of Twitter by public authorities in Norway and UK during the 2014–15 Ebola outbreak. Observatorio (OBS), 12(2), 023–046. doi:10.15847/obsobs12220181173
   Google Scholar
• McMonagle, S. K. (2020). Zika, the centers for disease control and prevention, and secrets resorts: Using a viral outbreak to teach students about crisis communication. Communication Teacher, 34(4), 265–271. doi:10.1080/17404622.2020.1735643
   Web of Science ®Google Scholar
• Micaletto, J. P. Y., & Gallardo, L. (2015). The institutional communication on ebola crisis in Europe: The first moments of the 2014 Spanish crisis. Revista Internacional De Relaciones Publicas, 5(9), 89–110. doi:10.5783/rirp-9-2015-06-89-110
   Web of Science ®Google Scholar
• Nerlich, B., & Koteyko, N. (2012). Crying wolf? Biosecurity and metacommunication in the context of the 2009 swine flu pandemic. Health & Place, 18(4), 710–717. doi:10.1016/j.healthplace.2011.02.008
   PubMed Web of Science ®Google Scholar
• Noar, S. M., & Austin, L. (2020). (Mis)communicating about COVID-19: Insights from health and crisis communication. Health Communication, 35(14), 1735–1739. doi:10.1080/10410236.2020.1838093
   PubMed Web of Science ®Google Scholar
• Oc, B. (2017). Contextual leadership: A systematic review of how contextual factors shape leadership and its outcomes. The Leadership Quarterly, 29(1), 218–235. doi:10.1016/j.leaqua.2017.12.004
   Web of Science ®Google Scholar
• Oh, S.-H., Lee, S. Y., & Han, C. (2020). The effects of social media use on preventive behaviors during infectious disease outbreaks: The mediating role of self-relevant emotions and public risk perception. Health Communication, 1–10. doi:10.1080/10410236.2020.1724639
   PubMed Web of Science ®Google Scholar
• Park, S., Boatwright, B., & Avery, E. J. (2019). Information channel preference in health crisis: Exploring the roles of perceived risk, preparedness, knowledge, and intent to follow directives. Public Relations Review, 45(5), 101794. doi:10.1016/j.pubrev.2019.05.015
   Web of Science ®Google Scholar
• Peng, E. Y. C., Lee, M. B., Tsai, S. T., Yang, C. C., Morisky, D. E., Tsai, L. T., & Lyu, S.-Y. (2010). Population-based post-crisis psychological distress: An example from the SARS outbreak in Taiwan. Journal of the Formosan Medical Association, 109(7), 524–532. doi:10.1016/s0929-6646(10)60087-3
   PubMed Web of Science ®Google Scholar
• Penta, S., Marlowe, V. G., Gill, K., & Kendra, J. (2017). Of earthquakes and epidemics: Examining the applicability of the all‐hazards approach in public health emergencies. Risk, Hazards & Crisis in Public Policy, 8(1), 48–67. doi:10.1002/rhc3.12112
   Web of Science ®Google Scholar
• Ratzan, S. C., & Moritsugu, K. P. (2014). Ebola crisis-communication chaos we can avoid. Journal of Health Communication, 19(11), 1213–1215. doi:10.1080/10810730.2014.977680
   PubMed Web of Science ®Google Scholar
• Ricketts, M., Shanteau, J., & McSpadden, B. (2010). Using stories to battle unintentional injuries: Narratives in safety and health communication. Social Science & Medicine, 70(9), 1441–1449. doi:10.1016/j.socscimed.2009.12.036
   PubMed Web of Science ®Google Scholar
• Rodin, P., Ghersetti, M., & Oden, T. (2019). Disentangling rhetorical subarenas of public health crisis communication: A study of the 2014-2015 Ebola outbreak in the news media and social media in Sweden. Journal of Contingencies and Crisis Management, 27(3), 237–246. doi:10.1111/1468-5973.12254
   Web of Science ®Google Scholar
• Rossmann, C., Meyer, L., & Schulz, P. J. (2018). The mediated amplification of a crisis: Communicating the A/H1N1 pandemic in press releases and press coverage in Europe. Risk Analysis, 38(2), 357–375. doi:10.1111/risa.12841
   PubMed Web of Science ®Google Scholar
• Roundtree, A. K. (2018). Hospital Tweets on H1N1 and death panels: Text mining the situational crisis communication response to health crises and controversies. Kome-an International Journal of Pure Communication Inquiry, 6(1), 32–62. doi:10.17646/kome.2018.13
   Web of Science ®Google Scholar
• Salek, T. A., & Cole, A. W. (2019). Donald Trump tweets the 2014 Ebola outbreak: The infectious nature of apocalyptic counterpublic rhetoric and constitution of an exaggerated health crisis. Communication Quarterly, 67(1), 21–40. doi:10.1080/01463373.2018.1526812
   Web of Science ®Google Scholar
• Saxon, B., Bass, S. B., Wright, T., & Panick, J. (2019). Ebola and the rhetoric of US newspapers: Assessing quality risk communication in public health emergencies. Journal of Risk Research, 22(10), 1309–1322. doi:10.1080/13669877.2018.1473465
   Web of Science ®Google Scholar
• Scarcella, C., Antonelli, L., Orizio, G., Rossmann, C., Ziegler, L., Meyer, L., … Gelatti, U. (2013). Crisis communication in the area of risk management: The CriCoRM project. Journal of Public Health Research, 2(2), 118–121. doi:10.4081/jphr.2013.e20
   Google Scholar
• Scott, D., & Enander, A. (2017). Postpandemic nightmare: A framing analysis of authorities and narcolepsy victims in Swedish Press. Journal of Contingencies and Crisis Management, 25(2), 91–102. doi:10.1111/1468-5973.12127
   Web of Science ®Google Scholar
• Seeger, M. W. (2006). Best practices in crisis communication: An expert panel process. Journal of Applied Communication Research, 34(3), 232–244. doi:10.1080/00909880600769944
   Web of Science ®Google Scholar
• Sellnow, T. L., & Seeger, M. W. (2013). Theorizing Crisis Communication. Malden, MA: John Wiley & Sons.
   Google Scholar
• Sjöberg, U. (2018). It is not about facts - it is about framing. The app generation’s information-seeking tactics: Proactive online crisis communication. Journal of Contingencies and Crisis Management, 26(1), 127–137. doi:10.1111/1468-5973.12145
   Web of Science ®Google Scholar
• Smith, R. D. (2006). Responding to global infectious disease outbreaks: Lessons from SARS on the role of risk perception, communication and management. Social Science & Medicine, 63(12), 3113–3123. doi:10.1016/j.socscimed.2006.08.004
   PubMed Web of Science ®Google Scholar
• Son, H., Lee, W. J., Kim, H. S., Lee, K. S., & You, M. (2019). Examination of hospital workers’ emotional responses to an infectious disease outbreak: Lessons from the 2015 MERS Co-V outbreak in South Korea. Disaster Medicine and Public Health Preparedness, 13(3), 504–510. doi:10.1017/dmp.2018.95
   PubMed Web of Science ®Google Scholar
• Tang, L., Bie, B., Park, S. E., & Zhi, D. (2018). Social media and outbreaks of emerging infectious diseases: A systematic review of literature. American Journal of Infection Control, 46(9), 962–972. doi:10.1016/j.ajic.2018.02.010
   PubMed Web of Science ®Google Scholar
• Tesselaar, S., & Rodermond, J. (2017). Narratief evalueren. De Gids. [Evaluating by using narratives. The handbook]. Delft, The Netherlands: Eburon.
   Google Scholar
• van der Weerd, W., Timmermans, D. R. M., Beaujean, D., Oudhoff, J., & van Steenbergen, J. E. (2011). Monitoring the level of government trust, risk perception and intention of the general public to adopt protective measures during the influenza A (H1N1) pandemic in the Netherlands. Bmc Public Health, 11(1). doi:10.1186/1471-2458-11-575
   PubMedGoogle Scholar
• Vijaykumar, S., Jin, Y., & Nowak, G. (2015). Social media and the virality of risk: The risk amplification through media spread (RAMS) model. Journal of Homeland Security and Emergency Management, 12(3), 653–677. doi:10.1515/jhsem-2014-0072
   Web of Science ®Google Scholar
• Wu, A. W., Connors, C., & Everly, G. S. (2020). COVID-19: Peer Support and Crisis Communication Strategies to Promote Institutional Resilience. Ann Intern Med, 172, 822–823. [Epub ahead of print 6 April 2020]. doi:10.7326/M20-1236
   PubMed Web of Science ®Google Scholar