Effects of Narratives, Openness to Dialogic Communication, and Credibility on Engagement in Crisis Communication Through Organizational Blogs

摘要

This study focused on individual interpretation of crisis communication messages and aimed to examine which forms of crisis narratives can enhance audience engagement in crisis communication such as reduction of negative emotions. An experimental study was conducted, simulating audience experience with blog posts written for crisis communication. Data suggest that the openness to dialogic communication is essential to creating and enhancing audience engagement in crisis communication, which, in turn, leads to positive postcrisis perceptions. Among several dimensions of audience engagement, reduction of negative emotions was a critical mediator that connected the impact of openness to dialogic communication with positive postcrisis perceptions.