Perception of spokespersons' performance and characteristics in crisis communication: Experience of the 2003 severe acute respiratory syndrome outbreak in Taiwan
Identifieur interne : 000045 ( Psycho/Analysis ); précédent : 000044; suivant : 000046Perception 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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Taiwan</title><author><name sortKey="Lyu, Shu Yu" sort="Lyu, Shu Yu" uniqKey="Lyu S" first="Shu-Yu" last="Lyu">Shu-Yu Lyu</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="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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Parvanta</name></author></analytic></biblStruct></listBibl></div1></back></TEI><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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