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        Crisis Communications during the COVID-19 Pandemic: A Qualitative Case Study of Faculty’s Pedagogy, Strategy, and Frame of Mind

        신소현,K. Damon Aiken,Stephanie A. Hamel 한국경영커뮤니케이션학회 2023 Business Communication Research and Practice Vol.6 No.1

        Objectives: The purpose of this work is to uncover how university faculty engaged in communications with their students during the early period of the COVID-19 pandemic. The research design is exploratory and seeks to evaluate specific approaches, coping strategies, and frames of mind. Methods: A qualitative case study method was used. The unique nature and setting of our study during the COVID-19 pandemic required the use of qualitative, semi-structured, one-to-one depth interviews (within a California, U.S. business school). Results: This work encapsulates how the faculty define crisis communications and thus identifies practices in place. It reveals the importance of communication openness, regularity, and frequency. Additionally, various nurturing and action-facilitating coping strategies are uncovered. By categorizing the results according to five major frames of mind, the work provides perspective relative to how faculty mindsets influence their crisis communications. These findings lay the groundwork for future studies of this important topic. Conclusions: Faculty’s communications during a crisis are not only paramount in successfully navigating course objectives, but they are also critically important to students’ overarching social and emotional health. The results of this work lead to pragmatic guidelines for faculty as well as specific recommendations for university administrators. Faculty can start with self-reflection and self-education. They should strive to be prepared for the next crisis, understand their optimal strategies, and realize how their frames of mind influence communication practices. University administrators should work to develop and implement training programs, they are recommended to prepare guidelines for various crises, and they need to write and share post-crisis reports.

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