Social Media Approach to Crisis Communication during COVID-19 Pandemic: An Analysis from Malaysian Perspective
Keywords:social media, crisis, communication, COVID-19
Social media is becoming the best platform for any communication during the new norm era. Nowadays, the government uses this platform in delivering messages to citizens during a crisis or disaster. Governments who are involved with a crisis such as an outbreak of the virus pandemic must have a plan to face the issue, especially a way to communicate with their people who may get a panic attack. Aims and Objectives: Thus, this study will prove about social media usage by the government in message deliveries during the COVID-19 pandemic is the best method in handling crisis communication. For this research, researchers will focus on how the Malaysian government used social media in delivering information highlighting the importance and creating awareness among the public. Methodology: Three months of content analysis data from social media platforms such as Twitter will be collected for this qualitative research. Results and Findings: The research findings show that governments used Twitter not only to deliver information but also to highlight the importance and create awareness among the public.
Abdus-Samad Temitope Olanrewaju & Rahayu Ahmad(2018). Examining the information dissemination processon social media during the Malaysia 2014 floodsusing Social Network Analysis (SNA).Journal of Information and Communication Technology(JICT), 17(1), 141-166.
Alcot, H., Braghieri, L., Eichmeyer, S. & Gentzkow, M. (2019) The Welfare Effects of Social Media. In American Economic Review 2020, 110(3): 629-676
Alhabash, S. & Ma, M. (2017) A Tele of Four Platforms: motivations and uses of Facebook, Twitter, Instagram and Snapchat Among College Students? In Social Media + Society January-March 2017:1-13
Alkhodair, S. A., Ding, S. H.H., Fung, B.C.M., Liu, J. (2020) Detecting Breaking News Rumors of Emerging Topics in Social Media. In Elsevier. 57(2020) 102018 p:1-13
Austin, Fraustino, Jin & Liu, (2018) Crisis Communication in a Changing Media Environment: a review of the theoretical laanscape in crisis communication and research gaps. In Lucinda A. & Yan, J. (eds), Social Media and Crisis Communication.(pp.423-447). New York: Routledge.
Austin, L. & Jin, Y. (2017) Social Media and Crisis Communication. New York: Routledge.
Austin,L., Liu, B. F., & Jin, Y. (2012) How Audiences Seek Out Crisis Information: Exploring the social-mediated crisis communication model. In Journal of Applied Communication Research. Vol.40 (2), may 2012, pp. 188-207
Carr, C. T., & Hayes, R. A. (2015). Social media: Defining, developing, and divining. Atlantic Journal of Communication, 23(1). doi: 10.1080/15456870.2015.972282, 1-43.
Cinelli, M., Quattrociocchi, W., Galeazzi, A., Valensise, C.M., Brugnoli, E., Schmidt, A. L., Zola, P., Zollo, F., & Scala, A. (2020) The COVID-19 Social Media Infodemic. arXiv:2003.050004 [cs.SI]; 1-18.
Eriksson, M., & Olsson, E.-K. (2016). Facebook and Twitter in crisis communication: A comparative study of crisis communication professionals and citizens.Journal of Contingencies and Crisis Management,24(4), 198–208.doi:10.1111/jccm.2016.24.issue-4
Goffrey, J. & Shearer, E. (2017) Americans’ Online News Use is Closing in on TV News Use. USA: Pew Research Center. 1-4.
Hamid, S., Yaseen Mir, M. &. Rohela, G.K. (2020) Novel coronavirus disease (COVID-19): a pandemic (epidemiology, pathogenesis and potential therapeutics). In New Microbes and New Infections.Vol.35 (C): 1-10.
Hasbullah, S.S., Maynard, D., Wan-Chik, R., Mohd, F., & Noor, M. (2016). Automated Content Analysis: A Sentiment Analysis on Malaysian Government Social Media. Proceedings of the 10th International Conference on Ubiquitous Information Management and Communication.
Kauffhold, M-A., Bayer, M. & Reuter, C. (2020) Rapid Relevance Classification of Social Media Posts in Disasters and Emergencies: A system and evaluation featuring active, incremental and online learning. In Elsevier. 57 (2020) 102132. 1-32
Li, Q., Guan, X., Wu, P., Wang, X ., Zhou, L. Tong, Y., Ren, R. Leung, K.S.M., Lau, E.H.Y., Wong, J.Y., Xing, X., Xiang, N., Wu, Y., Li, C., Chen, Q., Li, D., Liu, T., Zhao, J., Liu, M., Tu, W., Chen, C., Jin, L M., Yang, R., Wang, Q., Zhou, S., Wang, R., Liu, H., Luo, Y., Liu, Y., Shao, G., Li, H., Tao, Z., Yang, Y., Deng, Z., Liu, B., Ma, Z., Zhang, Y., B., Gabriel M. Leung, G. M., & Feng, Z. (2020). Early Transmission Dynamics in Wuhan, China, Shi, G., Lam, T.Y.T., Wu, J.T., Gao, G.F., Cowling, B.J., Yang, of Novel Coronavirus–Infected Pneumonia. In The New England Journal of Medicine. DOI: 10.1056/NEJMoa2001316.
Lin, X., Spence, P.R., Sellnow, T. L. & Lachlan, K. A. (2016) Crisis Communication, Learning and Responding: Best practices in social media. In Elsevier. Xxx (2016) 1-5
Lu, H., Stratton, C.W. & Tang, Y-W (2020) Outbreak of pneumonia of unknown etiology in Wuhan, China: The mystery and the miracle. In Journal of Medical Virology. 2020;92:401-402
Luo, G. & Gao, S-J. (2020) Global Health Concerns Stirred by Emerging Viral Infections. In Journal of Medical Virology. 2020;92:399-400.
MacIntyre, C. R. (2019) On a Knife’s Edge of a COVID-19 Pandemic: is containment still possible? In Public Health Research and Practice: A Journal of The Sax Institute. March 2020; Vol. 30(1): 30122000: 1-5.
McGregor, S. C., Lawrence R. G. & Cardona, A. (2016):Personalization, gender, and social media: gubernatorial candidates’ social media strategies,Information, Communication & Society, DOI: 10.1080/1369118X.2016.1167228
Manning, J. (2016) Social Media in Gender: Macmillan Interdisciplinary Handbooks (1st Edition) (e.d. Renee C. Hoogland), USA: Macmillan Reference USA.
Obermeyer Z, Emanuel EJ. Predicting the Future - Big Data, Machine Learning, and Clinical Medicine. N Engl J Med. 2016 Sep 29;375(13):1216-9. doi: 10.1056/NEJMp1606181. PMID: 27682033; PMCID: PMC5070532.
Poursadeqiyan M, Feiz Arefi M. Preventive Approach and Preparation for Crisis Management Before the Outbreak. Health in Emergencies and Disasters Quarterly. 2020; 5(4):165-168. http://dx.doi.org/10.32598/hdq.220.127.116.11
Riffe, D, Lacy, S. & Fico, F.G. (2008) Analyzing Media Messages: Using Quantitative Content Analysis in Research (2nd ed). London: Lawrence Erlbaum Associates, Publishers.
Sandman P.M. (2006). Crisis Communication Best Practices: Some Quibbles and Additions. Journal of Applied Communication Research. Vol. 34, August 2006, pp 257-262.
Stec, C. (2015). Social media definitions: The ultimate glossary of terms you should know. Hubspot. Retrieved from http://blog.hubspot.com/blog/tabid/6307/bid/6126/The-Ultimate-Glossary-120-Social-Media-Marketing-Terms-Explained.aspx
Stieglitz, S., Mirbabaei, M, Swchwenner, L., Marx, J., Brunker, F., (2017) Sensemaking and Communication Roles in Social Media Crisis Communication, in Leimeister, J.M., Brenner, W. (Hrsg.): Proceeding der 13. Internationalen Tagung Wirtschaftsinformatik (W1 2017), St. Gallen, S, 1333-1347.
Tampere, P., Tampere, K., & Luoma-aho, V. (2016) Facebook discussion of a crisis: authority ommunication and its relationship to citizens. Corporate Communications. 21(4), 414-434.
The News Strait Times, 8 April 2020
Veil, S. R., Buehner, T. & Palenchar, M. J. (2011) A Work-In-Process Literature Review: Incorporating Social Media in Risk and Crisis Communication. In Journal of Contingencies and Crisis Communication. Vol 19 (2) June 2011. 110-122.
World Health Organization (2020)
www.bbc.com, 11th March 2020).
How to Cite
Copyright (c) 2021 Rosninawati Hussin, Suria Hani Rahman, Norizzati Azudin
This work is licensed under a Creative Commons Attribution 4.0 International License.