Episode 7 of 8: Ndlela- Stakeholder Communication During Crises – Multiple Voices, One Crisis

In this episode, we explore Chapter 7 of "Interesseperspektiv på kriskommunikasjon" by Martin N. Ndlela (2019), which examines how crisis communication involves multiple actors with different perspectives and interests. During crises, communication is not only about organizations informing stakeholders but also about stakeholders communicating with each other, often without the organization's control.

We discuss:

• Rhetorical Arena Theory (RAT):

  • Developed by Frandsen and Johansen (2017).

  • Recognizes the presence of many actors communicating during a crisis, including news media, consumers, experts, politicians, victims, employees, and others.

  • Emphasizes that stakeholders often communicate directly with each other, beyond organizational control.

• Communication Challenges During Major Events:

  • Natural disasters, accidents, terrorism, and pandemics attract various actors with different interpretations of the crisis.

  • Public authorities are expected to communicate effectively and demonstrate competence during complex crises.

• Vertical and Horizontal Coordination:

  • Vertical Coordination: Within sectors across different administrative levels (e.g., national, regional, local).

  • Horizontal Coordination: Between sectors operating on the same administrative level (e.g., police, fire, health services).

  • Why horizontal coordination is often more challenging than vertical coordination.

• Case Studies:

  • Åsta Train Accident (2000):

    • Poor coordination between stakeholders (e.g., NSB, JBV, police).

    • Lack of pre-agreed communication plans led to confusion and conflicts.

  • 22 July Terror Attack (2011):

    • A complex crisis involving many organizations at different levels.

    • Lack of communication between police, health services, and other emergency responders.

    • Limited access to communication systems, leading to poor coordination.

  • Hurricane Katrina (2005):

    • Communication systems failed due to infrastructure damage.

    • Poor coordination between local, state, and federal agencies.

    • Misinformation and rumors worsened the crisis response.

  • Tohoku Earthquake and Fukushima Disaster (2011):

    • Poor communication from Japanese authorities about the nuclear disaster.

    • Information gaps and slow decision-making due to cultural barriers.

• Information Overload and Information Vacuum:

  • When organizations are overwhelmed with too much information or suffer from lack of information.

  • The importance of timely and clear communication to prevent confusion and misinformation.

• Message Interpretation:

  • How crisis messages can be misinterpreted due to cultural, social, and organizational factors.

  • Stuart Hall’s encoding/decoding model applied to crisis communication.

This episode emphasizes that effective crisis communication requires acknowledging the complexity of multiple voices, coordinating communication channels, and ensuring messages are understood correctly by all stakeholders.

Disclaimer:
This podcast is an independent, AI-generated educational resource and is not affiliated with or officially endorsed by Martin N. Ndlela or Universitetsforlaget. While we strive to present accurate information, we do not take responsibility for any errors, omissions, or misinterpretations. Listeners are encouraged to refer to the original book "Interesseperspektiv på kriskommunikasjon" for a comprehensive understanding.

Source:
Ndlela, M. N. (2019). Interesseperspektiv på kriskommunikasjon. Universitetsforlaget.