Unlocking Effective Crisis Communication in Pandemics: A Deeper Understanding of Populations from the COVID-19 Pandemic
Résumé
The COVID-19 pandemic, which has drastically altered people's lifestyles, has had a profound impact on the perceptions, emotional responses, and behaviors of citizens. The public authorities' management of the crisis has highlighted numerous challenges, particularly the need for innovative approaches to public administration. Crisis communication, a key aspect of crisis management that shapes public perceptions and emotional reactions, has been marked by several failures. The primary aim of this research is to explore the specific responses of populations to the COVID-19 health crisis, with the goal of providing actionable insights for more effective crisis management. Specifically, effective crisis communication requires the incorporation of qualitative indicators that capture the perceptions, emotions, and values of citizens, as well as consideration of the spatio-temporal framework of the crisis, which reveal diverse adaptations to change. This more targeted, human-centered ‘care approach’ to crisis communication can address the systemic shortcomings exposed by the health crisis, ultimately enhancing the effectiveness of public policies and improving the well-being of populations.