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Crisis communication

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Tănase Tasenţe
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The crisis communication is the information that is exchanged by and between public authorities, organizations, the media, affected individuals and groups before, during and after a crisis. Also, there are 5 main rules for dealing with journalists in a crisis situation: 1) rapid answers, 2) truth/avoidance of absolutes, 3) constant flow of information, 4) concern for victims and their families and (5) choice of appropriate spokesperson(s). In this paper, we aimed to analyse the sources and the types of sources that communicated about the crisis situation, the communication strategy of the public institution before the crisis, during the crisis and post-crisis and the demographic profile (biological genre and age categories) of the public interacting with information in the public space. In order to achieve our goals, we have centralized and analysed the data obtained with the media and social media analysis platform, Zelist Monitor. Centralized data included both the number of news that mentioned the Romanian Gendarmerie, the types of sources (mass media, social media, etc.), the media impact these articles generated in public opinion and the profile of the public interacting with the information in the public space. The analysis was conducted between August 3-17, 2018, to cover both the period before the crisis (10th of August 2018) and the post-crisis period.