Pengaruh Konten Digital dengan Komunikasi Dialogis dan Narasi pada Emosi Krisis Negatif
Abstract
Abstract
The current technological development is progressing rapidly, accompanied by advancements in communication processes, where the exchange of information occurs very easily, especially on social media. The existing social media platforms nowadays enable users to express opinions, experiences, and various other information, known as User-generated content (UGC). UGC related to company information could not be controlled by the company, even during the crisis. Therefore, this research aims to measure the influence of the types of content created by the public (dialogic content and narrative content) on the negative crisis emotions experienced by other members of the public. This research follows a positivist paradigm with a quantitative approach, conducting an experiment. The study assesses the changes in negative crisis emotions among the public regarding the crisis of the Sanmol syrup medication. The research sample consists of 118 respondents selected by purposive sampling techniques. The results of the study indicate that there is no significant change in negative crisis emotions after exposure to dialogic and narrative content treatments.
Keywords: crisis, digital content, dialogis communication, narrative, negative crisis emotion
References
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van der Meer, T. G. L. A., & Jin, Y. (2020). Seeking Formula for Misinformation Treatment in Public Health Crises: The Effects of Corrective Information Type and Source. Health Communication, 35(5), 560–575. https://doi.org/10.1080/10410236.2019.1573295
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Werner, B., Folkes, V. S., Amirkhan, J., & Verette, J. A. (1987). An Attributional Analysis of Excuse Giving: Studies of a Naive Theory of Emotion.
Yan Jin. (2010). Making Sense Sensibly in Crisis Communication: How Publics’ Crisis Appraisals Influence Their Negative Emotions, Coping Strategy Preferences, and Crisis Response Acceptance. Communication Research, 37(4), 522–552. https://doi.org/10.1177/0093650210368256
Yang, S.-U., Kang, M., & Johnson, P. (2010). Effects of Narratives, Openness to Dialogic Communication, and Credibility on Engagement in Crisis Communication Through Organizational Blogs. Communication Research, 37(4), 473–497. https://doi.org/10.1177/0093650210362682
Ayaburi, E. W., & Treku, D. N. (2020). Effect of penitence on social media trust and privacy concerns: The case of Facebook. International Journal of Information Management, 50, 171–181. https://doi.org/10.1016/j.ijinfomgt.2019.05.014
Bakri, M., Krisjanous, J., & Richard, J. E. (2020). Decoding service brand image through user-generated images. Journal of Services Marketing, 34(4), 429–442. https://doi.org/10.1108/JSM-11-2018-0341
Barkley, K. (2020). Does one size fit all? The applicability of situational crisis communication theory in the Japanese context. Public Relations Review, 46(3), 101911. https://doi.org/10.1016/j.pubrev.2020.101911
BBC News. (2022, November 7). Gangguan ginjal akut: Kemenkes klaim pasien anak yang diberikan obat penawar akan sembuh total. https://www.bbc.com/indonesia/articles/cw4nw1n0j0xo
Bernard, W. (1982). An Attribution Theory of Motivation and Emotion. Series in Clinical & Community Psychology: Achievement, Stress, & Anxiety, 223–245.
Braddock, K., & Dillard, J. P. (2016). Meta-analytic evidence for the persuasive effect of narratives on beliefs, attitudes, intentions, and behaviors. Communication Monographs, 83(4), 446–467. https://doi.org/10.1080/03637751.2015.1128555
Coombs, W. T. (2007). Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory. Corporate Reputation Review, 10(3), 163–176. https://doi.org/10.1057/palgrave.crr.1550049
Hu, F., & Trivedi, R. H. (2020). Mapping hotel brand positioning and competitive landscapes by text-mining user-generated content. International Journal of Hospitality Management, 84, 102317. https://doi.org/10.1016/j.ijhm.2019.102317
Huang, C., & Guo, R. (2021). The effect of a green brand story on perceived brand authenticity and brand trust: The role of narrative rhetoric. Journal of Brand Management, 28(1), 60–76. https://doi.org/10.1057/s41262-020-00213-7
Huang, W., Zhang, Y., Kou, X., Yin, D., Mi, R., & Li, L. (2020). Railway dangerous goods transportation system risk analysis: An Interpretive Structural Modeling and Bayesian Network combining approach. Reliability Engineering & System Safety, 204, 107220. https://doi.org/10.1016/j.ress.2020.107220
Jin, Y., & Liu, B. F. (2010). The Blog-Mediated Crisis Communication Model: Recommendations for Responding to Influential External Blogs. Journal of Public Relations Research, 22(4), 429–455. https://doi.org/10.1080/10627261003801420
Jin, Y., Liu, B. F., Anagondahalli, D., & Austin, L. (2014). Scale development for measuring publics’ emotions in organizational crises. Public Relations Review, 40(3), 509–518. https://doi.org/10.1016/j.pubrev.2014.04.007
Kent, M. L., & Taylor, M. (1998). Building Dialogic Relationships Through the World Wide Web. Public Relations Review, 24(3), 321–334.
Lazarus, R. S. (1991). Emotions and Adaptation (New York). Oxford University Press.
Lu, X., & Jin, Y. (2020). Information vetting as a key component in social-mediated crisis communication: An exploratory study to examine the initial conceptualization. Public Relations Review, 46(2), 101891. https://doi.org/10.1016/j.pubrev.2020.101891
Lu, Y., & Huang, Y.-H. C. (2018). Getting emotional: An emotion-cognition dual-factor model of crisis communication. Public Relations Review, 44(1), 98–107. https://doi.org/10.1016/j.pubrev.2017.09.007
McAllister-Spooner, S. M. (2008). User Perceptions of Dialogic Public Relations Tactics via the Internet. Public Relations Journal, 2(1).
McDonald, L. M., Sparks, B., & Glendon, A. I. (2010). Stakeholder reactions to company crisis communication and causes. Public Relations Review, 36(3), 263–271. https://doi.org/10.1016/j.pubrev.2010.04.004
Mishra, M. S., & Sharma, R. W. (2019). Brand Crisis-Sentiment Analysis of User-Generated Comments About @Maggi on Facebook. Corporate Reputation Review, 22(2), 48–60. https://doi.org/10.1057/s41299-018-0057-4
Omar, B., & Dequan, W. (2020). Watch, Share or Create: The Influence of Personality Traits and User Motivation on TikTok Mobile Video Usage. International Journal of Interactive Mobile Technologies (iJIM), 14(04), 121. https://doi.org/10.3991/ijim.v14i04.12429
Oschatz, C., & Marker, C. (2020). Long-term Persuasive Effects in Narrative Communication Research: A Meta-Analysis. Journal of Communication, 70(4), 473–496. https://doi.org/10.1093/joc/jqaa017
Petrovici, M. A. (2014). E-Public Relations: Impact and Efficiency. A Case Study. Procedia - Social and Behavioral Sciences, 141, 79–84. https://doi.org/10.1016/j.sbspro.2014.05.015
van der Meer, T. G. L. A., & Jin, Y. (2020). Seeking Formula for Misinformation Treatment in Public Health Crises: The Effects of Corrective Information Type and Source. Health Communication, 35(5), 560–575. https://doi.org/10.1080/10410236.2019.1573295
Van Zoonen, W., & Van Der Meer, T. (2015). The Importance of Source and Credibility Perception in Times of Crisis: Crisis Communication in a Socially Mediated Era. Journal of Public Relations Research, 27(5), 371–388. https://doi.org/10.1080/1062726X.2015.1062382
Werner, B., Folkes, V. S., Amirkhan, J., & Verette, J. A. (1987). An Attributional Analysis of Excuse Giving: Studies of a Naive Theory of Emotion.
Yan Jin. (2010). Making Sense Sensibly in Crisis Communication: How Publics’ Crisis Appraisals Influence Their Negative Emotions, Coping Strategy Preferences, and Crisis Response Acceptance. Communication Research, 37(4), 522–552. https://doi.org/10.1177/0093650210368256
Yang, S.-U., Kang, M., & Johnson, P. (2010). Effects of Narratives, Openness to Dialogic Communication, and Credibility on Engagement in Crisis Communication Through Organizational Blogs. Communication Research, 37(4), 473–497. https://doi.org/10.1177/0093650210362682
Published
2024-03-15
Section
Articles
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