Perception of spokespersons' performance and characteristics in crisis communication: Experience of the 2003 severe acute respiratory syndrome outbreak in Taiwan
Identifieur interne : 000961 ( Pmc/Checkpoint ); précédent : 000960; suivant : 000962Perception of spokespersons' performance and characteristics in crisis communication: Experience of the 2003 severe acute respiratory syndrome outbreak in Taiwan
Auteurs : Shu-Yu Lyu [Taïwan] ; Ruey-Yu Chen [Taïwan] ; Shih-Fan Steve Wang [Taïwan] ; Ya-Ling Weng [Taïwan] ; Eugene Yu-Chang Peng [Taïwan] ; Ming-Been Lee [Taïwan]Source :
- Journal of the Formosan Medical Association [ 0929-6646 ] ; 2013.
Abstract
To explore perception of spokespersons' performance and characteristics in response to the 2003 severe acute respiratory syndrome (SARS) outbreak.
This study was conducted from March to July, 2005, using semi-structured in-depth interviews to collect data. All interviews were audio-recorded and transcribed verbatim. A qualitative content analysis was employed to analyze the transcribed data. Interviewees included media reporters, media supervisors, health and medical institution executives or spokespersons, and social observers.
Altogether, 35 interviewees were recruited for in-depth interviews, and the duration of the interview ranged from 1 hour to 2 hours. Results revealed that the most important characteristics of health/medical institutions spokespersons are professional competence and good interaction with the media. In contrast, the most important behaviors they should avoid are concealing the truth and misreporting the truth. Three major flaws of spokespersons' performance were identified: they included poor understanding of media needs and landscape; blaming the media to cover up a mistake they made in an announcement; and lack of sufficient participation in decision-making or of authorization from the head of organization.
Spokespersons of health and medical institutions play an important role in media relations during the crisis of a newly emerging infectious disease.
Url:
DOI: 10.1016/j.jfma.2012.12.005
PubMed: 24120151
PubMed Central: 7135798
Affiliations:
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Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation><affiliation wicri:level="1"><nlm:aff id="aff2">Indigenous Health and Preventive Medicine Research Center, Taipei Medical University, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>Indigenous Health and Preventive Medicine Research Center, Taipei Medical University, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation></author><author><name sortKey="Chen, Ruey Yu" sort="Chen, Ruey Yu" uniqKey="Chen R" first="Ruey-Yu" last="Chen">Ruey-Yu Chen</name><affiliation wicri:level="1"><nlm:aff id="aff1">School of Public Health, Taipei Medical University, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>School of Public Health, Taipei Medical University, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation><affiliation wicri:level="1"><nlm:aff id="aff2">Indigenous Health and Preventive Medicine Research Center, Taipei Medical University, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>Indigenous Health and Preventive Medicine Research Center, Taipei Medical University, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation></author><author><name sortKey="Wang, Shih Fan Steve" sort="Wang, Shih Fan Steve" uniqKey="Wang S" first="Shih-Fan Steve" last="Wang">Shih-Fan Steve Wang</name><affiliation wicri:level="1"><nlm:aff id="aff3">Department of Journalism, College of Communication, National Chengchi University, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>Department of Journalism, College of Communication, National Chengchi University, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation></author><author><name sortKey="Weng, Ya Ling" sort="Weng, Ya Ling" uniqKey="Weng Y" first="Ya-Ling" last="Weng">Ya-Ling Weng</name><affiliation wicri:level="1"><nlm:aff id="aff1">School of Public Health, Taipei Medical University, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>School of Public Health, Taipei Medical University, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation><affiliation wicri:level="1"><nlm:aff id="aff4">Department of Secretariat, Wan Fang Hospital, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>Department of Secretariat, Wan Fang Hospital, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation></author><author><name sortKey="Peng, Eugene Yu Chang" sort="Peng, Eugene Yu Chang" uniqKey="Peng E" first="Eugene Yu-Chang" last="Peng">Eugene Yu-Chang Peng</name><affiliation wicri:level="1"><nlm:aff id="aff1">School of Public Health, Taipei Medical University, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>School of Public Health, Taipei Medical University, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation></author><author><name sortKey="Lee, Ming Been" sort="Lee, Ming Been" uniqKey="Lee M" first="Ming-Been" last="Lee">Ming-Been Lee</name><affiliation wicri:level="1"><nlm:aff id="aff2">Indigenous Health and Preventive Medicine Research Center, Taipei Medical University, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>Indigenous Health and Preventive Medicine Research Center, Taipei Medical University, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation><affiliation wicri:level="1"><nlm:aff id="aff5">Department of Psychiatry, National Taiwan University Hospital, Taipei, Taiwan</nlm:aff><country xml:lang="fr">Taïwan</country><wicri:regionArea>Department of Psychiatry, National Taiwan University Hospital, Taipei</wicri:regionArea><wicri:noRegion>Taipei</wicri:noRegion></affiliation></author></analytic><series><title level="j">Journal of the Formosan Medical Association</title><idno type="ISSN">0929-6646</idno><idno type="eISSN">0929-6646</idno><imprint><date when="2013">2013</date></imprint></series></biblStruct></sourceDesc></fileDesc><profileDesc><textClass></textClass></profileDesc></teiHeader><front><div type="abstract" xml:lang="en"><sec><title>Background/Purpose</title><p>To explore perception of spokespersons' performance and characteristics in response to the 2003 severe acute respiratory syndrome (SARS) outbreak.</p></sec><sec><title>Methods</title><p>This study was conducted from March to July, 2005, using semi-structured in-depth interviews to collect data. All interviews were audio-recorded and transcribed verbatim. A qualitative content analysis was employed to analyze the transcribed data. Interviewees included media reporters, media supervisors, health and medical institution executives or spokespersons, and social observers.</p></sec><sec><title>Results</title><p>Altogether, 35 interviewees were recruited for in-depth interviews, and the duration of the interview ranged from 1 hour to 2 hours. Results revealed that the most important characteristics of health/medical institutions spokespersons are professional competence and good interaction with the media. In contrast, the most important behaviors they should avoid are concealing the truth and misreporting the truth. Three major flaws of spokespersons' performance were identified: they included poor understanding of media needs and landscape; blaming the media to cover up a mistake they made in an announcement; and lack of sufficient participation in decision-making or of authorization from the head of organization.</p></sec><sec><title>Conclusion</title><p>Spokespersons of health and medical institutions play an important role in media relations during the crisis of a newly emerging infectious disease.</p></sec></div></front><back><div1 type="bibliography"><listBibl><biblStruct><analytic><author><name sortKey="Kittler, A F" uniqKey="Kittler A">A.F. Kittler</name></author><author><name sortKey="Hobbs, J" uniqKey="Hobbs J">J. Hobbs</name></author><author><name sortKey="Volk, L A" uniqKey="Volk L">L.A. Volk</name></author><author><name sortKey="Kreps, G L" uniqKey="Kreps G">G.L. Kreps</name></author><author><name sortKey="Bates, D W" uniqKey="Bates D">D.W. 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<front><journal-meta><journal-id journal-id-type="nlm-ta">J Formos Med Assoc</journal-id><journal-id journal-id-type="iso-abbrev">J. Formos. Med. Assoc</journal-id><journal-title-group><journal-title>Journal of the Formosan Medical Association</journal-title></journal-title-group><issn pub-type="ppub">0929-6646</issn><issn pub-type="epub">0929-6646</issn><publisher><publisher-name>Published by Elsevier (Singapore) Pte Ltd.</publisher-name></publisher></journal-meta><article-meta><article-id pub-id-type="pmid">24120151</article-id><article-id pub-id-type="pmc">7135798</article-id><article-id pub-id-type="publisher-id">S0929-6646(12)00587-6</article-id><article-id pub-id-type="doi">10.1016/j.jfma.2012.12.005</article-id><article-categories><subj-group subj-group-type="heading"><subject>Article</subject></subj-group></article-categories><title-group><article-title>Perception of spokespersons' performance and characteristics in crisis communication: Experience of the 2003 severe acute respiratory syndrome outbreak in Taiwan</article-title></title-group><contrib-group><contrib contrib-type="author" id="au1"><name><surname>Lyu</surname><given-names>Shu-Yu</given-names></name><xref rid="aff1" ref-type="aff">a</xref><xref rid="aff2" ref-type="aff">b</xref></contrib><contrib contrib-type="author" id="au2"><name><surname>Chen</surname><given-names>Ruey-Yu</given-names></name><xref rid="aff1" ref-type="aff">a</xref><xref rid="aff2" ref-type="aff">b</xref></contrib><contrib contrib-type="author" id="au3"><name><surname>Wang</surname><given-names>Shih-fan Steve</given-names></name><xref rid="aff3" ref-type="aff">c</xref></contrib><contrib contrib-type="author" id="au4"><name><surname>Weng</surname><given-names>Ya-Ling</given-names></name><xref rid="aff1" ref-type="aff">a</xref><xref rid="aff4" ref-type="aff">d</xref></contrib><contrib contrib-type="author" id="au5"><name><surname>Peng</surname><given-names>Eugene Yu-Chang</given-names></name><xref rid="aff1" ref-type="aff">a</xref></contrib><contrib contrib-type="author" id="au6"><name><surname>Lee</surname><given-names>Ming-Been</given-names></name><email>mingbeen@ntu.edu.tw</email><xref rid="aff2" ref-type="aff">b</xref><xref rid="aff5" ref-type="aff">e</xref><xref rid="cor1" ref-type="corresp">∗</xref></contrib></contrib-group><aff id="aff1"><label>a</label>School of Public Health, Taipei Medical University, Taipei, Taiwan</aff><aff id="aff2"><label>b</label>Indigenous Health and Preventive Medicine Research Center, Taipei Medical University, Taipei, Taiwan</aff><aff id="aff3"><label>c</label>Department of Journalism, College of Communication, National Chengchi University, Taipei, Taiwan</aff><aff id="aff4"><label>d</label>Department of Secretariat, Wan Fang Hospital, Taipei, Taiwan</aff><aff id="aff5"><label>e</label>Department of Psychiatry, National Taiwan University Hospital, Taipei, Taiwan</aff><author-notes><corresp id="cor1"><label>∗</label>Corresponding author. Department of Psychiatry, National Taiwan University Hospital, 7 Chung Shan South Road, Taipei 100, Taiwan. <email>mingbeen@ntu.edu.tw</email></corresp></author-notes><pub-date pub-type="pmc-release"><day>17</day><month>1</month><year>2013</year></pub-date><pmc-comment> PMC Release delay is 0 months and 0 days and was based on .</pmc-comment>
<pub-date pub-type="ppub"><month>10</month><year>2013</year></pub-date><pub-date pub-type="epub"><day>17</day><month>1</month><year>2013</year></pub-date><volume>112</volume><issue>10</issue><fpage>600</fpage><lpage>607</lpage><history><date date-type="received"><day>19</day><month>9</month><year>2012</year></date><date date-type="rev-recd"><day>23</day><month>11</month><year>2012</year></date><date date-type="accepted"><day>10</day><month>12</month><year>2012</year></date></history><permissions><copyright-statement>Copyright © 2013 Published by Elsevier (Singapore) Pte Ltd.</copyright-statement><copyright-year>2013</copyright-year><copyright-holder></copyright-holder><license><license-p>Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active.</license-p></license></permissions><abstract><sec><title>Background/Purpose</title><p>To explore perception of spokespersons' performance and characteristics in response to the 2003 severe acute respiratory syndrome (SARS) outbreak.</p></sec><sec><title>Methods</title><p>This study was conducted from March to July, 2005, using semi-structured in-depth interviews to collect data. All interviews were audio-recorded and transcribed verbatim. A qualitative content analysis was employed to analyze the transcribed data. Interviewees included media reporters, media supervisors, health and medical institution executives or spokespersons, and social observers.</p></sec><sec><title>Results</title><p>Altogether, 35 interviewees were recruited for in-depth interviews, and the duration of the interview ranged from 1 hour to 2 hours. Results revealed that the most important characteristics of health/medical institutions spokespersons are professional competence and good interaction with the media. In contrast, the most important behaviors they should avoid are concealing the truth and misreporting the truth. Three major flaws of spokespersons' performance were identified: they included poor understanding of media needs and landscape; blaming the media to cover up a mistake they made in an announcement; and lack of sufficient participation in decision-making or of authorization from the head of organization.</p></sec><sec><title>Conclusion</title><p>Spokespersons of health and medical institutions play an important role in media relations during the crisis of a newly emerging infectious disease.</p></sec></abstract><kwd-group><title>Keywords</title><kwd>crisis communication</kwd><kwd>media relations</kwd><kwd>severe acute respiratory syndrome</kwd><kwd>spokesperson</kwd></kwd-group></article-meta></front></pmc><affiliations><list><country><li>Taïwan</li></country></list><tree><country name="Taïwan"><noRegion><name sortKey="Lyu, Shu Yu" sort="Lyu, Shu Yu" uniqKey="Lyu S" first="Shu-Yu" last="Lyu">Shu-Yu Lyu</name></noRegion><name sortKey="Chen, Ruey Yu" sort="Chen, Ruey Yu" uniqKey="Chen R" first="Ruey-Yu" last="Chen">Ruey-Yu Chen</name><name sortKey="Chen, Ruey Yu" sort="Chen, Ruey Yu" uniqKey="Chen R" first="Ruey-Yu" last="Chen">Ruey-Yu Chen</name><name sortKey="Lee, Ming Been" sort="Lee, Ming Been" uniqKey="Lee M" first="Ming-Been" last="Lee">Ming-Been Lee</name><name sortKey="Lee, Ming Been" sort="Lee, Ming Been" uniqKey="Lee M" first="Ming-Been" last="Lee">Ming-Been Lee</name><name sortKey="Lyu, Shu Yu" sort="Lyu, Shu Yu" uniqKey="Lyu S" first="Shu-Yu" last="Lyu">Shu-Yu Lyu</name><name sortKey="Peng, Eugene Yu Chang" sort="Peng, Eugene Yu Chang" uniqKey="Peng E" first="Eugene Yu-Chang" last="Peng">Eugene Yu-Chang Peng</name><name sortKey="Wang, Shih Fan Steve" sort="Wang, Shih Fan Steve" uniqKey="Wang S" first="Shih-Fan Steve" last="Wang">Shih-Fan Steve Wang</name><name sortKey="Weng, Ya Ling" sort="Weng, Ya Ling" uniqKey="Weng Y" first="Ya-Ling" last="Weng">Ya-Ling Weng</name><name sortKey="Weng, Ya Ling" sort="Weng, Ya Ling" uniqKey="Weng Y" first="Ya-Ling" last="Weng">Ya-Ling Weng</name></country></tree></affiliations></record>Pour manipuler ce document sous Unix (Dilib)
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