Integrated Crisis Mapping: Toward a Publics-Based, Emotion-Driven Conceptualization in Crisis Communication

Resumen

Extending current situation-based conceptualizations of crisis response, this paper develops a more generic and systemic approach to understanding the role of emotions in crisis situations. Taking an integrated approach, the authors propose a public-based, emotion-driven perspective to crisis communication modeling, mapping different crisis types, and underpinning them with two continua, the organization’s involvement with the crisis issue and primary public’s coping strategy. The paper further argues that the appropriate crisis response and tools to manage a crisis should address the full range of emotions for optimal effectiveness at both strategic and tactical levels.