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Social media and social media tools have improved rapidly and started to influence society especially in recent years. This influence has forced businesses to revolutionize their communication with the external environment. The fact that Web 2.0 has an influence on consumer behavior, and that it makes the consumers stronger; requires faster, more flexible and more sensitive communication processes in businesses. Especially during a time of crisis, a business’ communication with the external environment is quite critical. For this reason, the way how the crisis communication is managed through social media is vital for businesses. In this article, the perceptions of how to manage businesses during a time of crisis so that they make minimum loss, is shared.

The South African taxi industry has a negative image that is associated with violence and disrespect for its clients. This has led to it losing many of its clients to other industry players leading to more violence as taxi owners lose profits. The issue of communication as a possible solution to the challenges the taxi industry experiences, from the perspectives of the taxi drivers, has not been explored. Hence, this paper sought to gather the views of drivers on the role of improved communication to bringing about peace and good relations with passengers. A qualitative approach was adopted as a form of data collection in which 12 participants were interviewed in the eThekwini Metropolitan Municipality in South Africa. The participants were selected among the taxi drivers who were asked to share their communication challenges and strategies. The findings revealed that poor communication skills and language can be a barrier to communication between drivers and passengers and between taxi associations. Effective communication strategies can contribute to economic freedom and peace. A further finding from the study is that taxi drivers, acting on their own agency, can tackle communication challenges in the eThekwini taxi industry and contribute to change.

This study investigates the effectiveness of communication tools and practices employed by a local municipality in KwaZulu-Natal, South Africa, in facilitating meaningful engagement with its stakeholders. A mixed methods research design was adopted, incorporating quantitative data from a structured survey administered across four communities (n = 432), alongside qualitative insights from an interview with a communications department staff member. Findings indicate that only 20.3% of respondents reported receiving communication from the municipality, while the majority experienced limited interaction. Council meetings were identified as the most recognised communication channel. Some participants suggested that communication challenges may contribute to community unrest, including protests. Although the municipality reported using multiple communication platforms, respondents expressed that these channels did not effectively address their concerns. The results reveal a notable disconnect between institutional communication efforts and community perceptions, suggesting that current practices fall short of participatory and two-way communication standards. The study concludes that enhancing communication strategies may assist municipalities to foster public trust, reduce conflict and promote active civic participation.

Significant reputational and operational risks to organisations are mostly caused by cyberattacks, such as ransomware and data breaches, making effective communication key. The study seeks to answer the following research questions: 1) What challenges are encountered during cyber crisis communication, and 2) which crisis communication strategies are most effectively used by organisations during cyberattacks, and how they align with SCCT? The study was qualitative in nature, using existing literature and case studies of prominent cyberattacks that happened globally in 2020, where cyberattacks were at their peak due to the work-from-home setup. The study applied Situational Crisis Communication Theory (SCCT) to guide the research. Findings highlight key challenges in crisis communication, such as balancing transparency with confidentiality, countering misinformation, ensuring timely communication when the organisation is under pressure and reaching marginalised populations. Regarding research question two, the findings identified five key themes: transparency spectrum, timeliness and proactiveness, channel usage, message focus and the COVID-19 context. To enforce effective communication during cyberattacks, organisations must develop pre-approved communication toolkits, use internal decision processes to balance risk and openness, conduct vulnerability-sensitive communication planning and Audits and Regulatory Compliance.

The rapid growth of the digital information ecosystem, characterized by cross-channel conversations, the spread of misinformation, and the increasing vulnerability of corporate reputation, highlights the urgency of developing strategic communication systems powered by data and artificial intelligence for early detection and crisis mitigation. This study therefore focuses on examining the role and effectiveness of the Digital Engagement Center (DEC) at PT United Tractors Tbk (UT), while also exploring the experiences, practices, and perceptions of communication and management practitioners regarding its use in strategic decision-making. Although the literature on media monitoring, AI-driven communication, and early warning systems is extensive, research on their application in the form of an integrated system such as DEC remains limited, particularly in developing countries like Indonesia. This makes the study relevant in addressing this gap and providing both theoretical and practical contributions. In the employing qualitative intrinsic case study design, data were collected through interviews, observations, and document analysis, and analyzed using thematic analysis. The findings indicate that DEC is an effective AI-enabled early warning system for real-time analysis, classification, and prediction of issues while requiring validation by a human for shifting communication toward a proactive rather than reactive model. Effectiveness is further evidenced by early detection of issues such as the internal PPE case, whereby supported automated notifications, monthly sentiment reports, and the AMEC model underscore the significance of timely imports, interpretation, and support within the organization. Moreover, DEC serves as a strategic instrument for leaders and communication practitioners to design narratives, strategies, and data-driven policies through its interactive dashboard and escalation SOPs, thereby strengthening public trust and fostering a more adaptive and collaborative organizational communication culture.

The calibre of information disseminated by higher education institutions (HEIs) is a pivotal element in student recruitment and institutional prestige. Although student-led organisations like clubs and societies serve as impactful peer-to-peer communication channels, the quality of the information they disseminate is frequently unregulated, presenting a considerable institutional risk. This study assesses the quality of material disseminated by student clubs and organisations to prospective students at a South African University of Technology. The evaluation is founded on essential dimensions of information quality: accuracy, integrity, consistency, completeness, validity, timeliness, and accessibility. The research utilised two theoretical frameworks: the Plan-Do-Check-Act (PDCA) cycle and Organisational Information Theory (OIT). The PDCA cycle transcends quality enhancement, functioning as an ongoing mechanism for organisational advancement, whilst the Organisational Information Theory aids in comprehending information dissemination within an organization. This qualitative research employed an interpretivist framework. Data were gathered via comprehensive interviews and two focus groups with 46 chairpersons and secretaries from 23 clubs and societies, augmented by an examination of their social media platforms. The findings indicate that the quality of information presents a systemic difficulty, stemming from an ambiguous and uneven comprehension of "quality information," a lack of internal quality standards, and an inadequate knowledge of institutional norms. The research suggests that clubs and societies function as influential yet predominantly unregulated information gatekeepers. In the absence of explicit policies and training, they risk disseminating disinformation, thereby harming institutional reputation and adversely affecting student recruitment. It is advisable for higher education institutions to establish explicit rules and cooperative methods to enable these groups to become dependable participants in the information ecosystem.

This study investigates the effectiveness of communication tools and practices employed by a local municipality in KwaZulu-Natal, South Africa, in facilitating meaningful engagement with its stakeholders. A mixed methods research design was adopted, incorporating quantitative data from a structured survey administered across four communities (n = 432), alongside qualitative insights from an interview with a communications department staff member. Findings indicate that only 20.3% of respondents reported receiving communication from the municipality, while the majority experienced limited interaction. Council meetings were identified as the most recognised communication channel. Some participants suggested that communication challenges may contribute to community unrest, including protests. Although the municipality reported using multiple communication platforms, respondents expressed that these channels did not effectively address their concerns. The results reveal a notable disconnect between institutional communication efforts and community perceptions, suggesting that current practices fall short of participatory and two-way communication standards. The study concludes that enhancing communication strategies may assist municipalities to foster public trust, reduce conflict and promote active civic participation.

Significant reputational and operational risks to organisations are mostly caused by cyberattacks, such as ransomware and data breaches, making effective communication key. The study seeks to answer the following research questions: 1) What challenges are encountered during cyber crisis communication, and 2) which crisis communication strategies are most effectively used by organisations during cyberattacks, and how they align with SCCT? The study was qualitative in nature, using existing literature and case studies of prominent cyberattacks that happened globally in 2020, where cyberattacks were at their peak due to the work-from-home setup. The study applied Situational Crisis Communication Theory (SCCT) to guide the research. Findings highlight key challenges in crisis communication, such as balancing transparency with confidentiality, countering misinformation, ensuring timely communication when the organisation is under pressure and reaching marginalised populations. Regarding research question two, the findings identified five key themes: transparency spectrum, timeliness and proactiveness, channel usage, message focus and the COVID-19 context. To enforce effective communication during cyberattacks, organisations must develop pre-approved communication toolkits, use internal decision processes to balance risk and openness, conduct vulnerability-sensitive communication planning and Audits and Regulatory Compliance.

The rapid growth of the digital information ecosystem, characterized by cross-channel conversations, the spread of misinformation, and the increasing vulnerability of corporate reputation, highlights the urgency of developing strategic communication systems powered by data and artificial intelligence for early detection and crisis mitigation. This study therefore focuses on examining the role and effectiveness of the Digital Engagement Center (DEC) at PT United Tractors Tbk (UT), while also exploring the experiences, practices, and perceptions of communication and management practitioners regarding its use in strategic decision-making. Although the literature on media monitoring, AI-driven communication, and early warning systems is extensive, research on their application in the form of an integrated system such as DEC remains limited, particularly in developing countries like Indonesia. This makes the study relevant in addressing this gap and providing both theoretical and practical contributions. In the employing qualitative intrinsic case study design, data were collected through interviews, observations, and document analysis, and analyzed using thematic analysis. The findings indicate that DEC is an effective AI-enabled early warning system for real-time analysis, classification, and prediction of issues while requiring validation by a human for shifting communication toward a proactive rather than reactive model. Effectiveness is further evidenced by early detection of issues such as the internal PPE case, whereby supported automated notifications, monthly sentiment reports, and the AMEC model underscore the significance of timely imports, interpretation, and support within the organization. Moreover, DEC serves as a strategic instrument for leaders and communication practitioners to design narratives, strategies, and data-driven policies through its interactive dashboard and escalation SOPs, thereby strengthening public trust and fostering a more adaptive and collaborative organizational communication culture.

As a crisis communication strategy, silence has received scant scholarly attention. This study, guided by an expanded version of the Image Repair Theory, where silence is a sixth strategy—alongside denial, evasion of responsibility, reducing offensiveness, corrective action and mortification—draws on semi-structured interviews with 12 South African public relations (PR) consultants—explores the consultants’ perception of this long-neglected crisis communication strategy. The findings demonstrate that crisis-affected organisations frequently apply silence to buy time for legal consultations, fact verification and internal messaging alignment. However, when used to avoid stakeholders or hide the unfolding crisis from them, it is reputationally risky. The study introduces the “Three-Clock Model”, comprising legal, organisational and media timelines, which, when aligned, enhance credibility and reputation. Theoretically, the study is an addition to the burgeoning body of work reconceptualising silence as a deliberate rhetorical strategy. Empirically, it enriches the under-developed literature on strategic silence and PR consulting.