The interplay between governmental communications and fellow citizens’ reactions via twitter: Experimental results of a theoretical crisis in the Netherlands

Marije H. Bakker* (Corresponding Author), Marco van Bommel, José H. Kerstholt, Ellen Giebels

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

5 Citations (Scopus)

Abstract

This study aimed to gain insight into the interplay between citizens’ reactions on Twitter and governmental communications as well as their effects on self-reliant behaviour and trust. Two experimental studies were conducted. In Study 1, participants first received other citizens’ reactions followed by the government's communications about how to act. Participants received supporting, opposing, mixed, or no reactions from other citizens. In Study 2, participants first received the government's communications with either certain or uncertain crisis information, followed by the different citizens’ reactions. The results showed that citizens’ reactions via Twitter are not necessarily detrimental to the effectiveness of governmental communications regarding self-reliant behaviour. In addition, our findings suggest being careful with providing uncertain governmental communications during a crisis.

Original languageEnglish
Pages (from-to)265-271
JournalJournal of contingencies and crisis management
Volume27
Issue number3
Early online date22 Nov 2018
DOIs
Publication statusPublished - Sep 2019

Keywords

  • UT-Hybrid-D
  • crisis
  • crisis communication
  • self-reliant behaviour
  • twitter
  • citizens

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