Comunicación gubernamental y emociones en la crisis del Covid-19 en España

José Carlos Losa Díaz; Leticia Rodríguez Fernández; Francisco Javier Paniagua Rojano

doi:10.4185/RLCS-2020-1467

Authors

José Carlos Losada University of Murcia https://orcid.org/0000-0002-3966-837X
Leticia Rodríguez Fernández University of Nebrija https://orcid.org/0000-0002-7472-5472
Francisco Javier Paniagua Rojano University of Malaga http://orcid.org/0000-0001-7376-4536

DOI:

https://doi.org/10.4185/RLCS-2020-1467

Keywords:

communication, emotions, crisis, COVID-19, media, disinformation, fake news, crisis communication, corporate communication

Abstract

Introduction. The impact of the information on COVID-19 on the Spanish population is analysed to identify the effects and emotions related to the channels and sources of information consumption during the first phase of the pandemic, which coincided with the first days of the state of alarm. Methodology. To this end, a survey administered via the Internet (n=1823.) was distributed during the second and third weeks of confinement (from March 23 to April 8, 2020) to the entire elderly population resident in Spain and with access to the Internet. Results. Among the results obtained, it is worth noting that news about the pandemic generated different negative emotions during this period - sadness, anxiety, fear, confidence and anger - which varied depending on the channel of information consumption. Among the topics that were of most interest to those surveyed were data on the evolution of the pandemic, protective measures and forms of infection, while the most credible sources were organizations and official authorities, health personnel and the media. Conclusions. It is shown the importance of emotions - especially negative ones - in the population's perceptions in crisis contexts such as the Covid-19 in Spain. Specifically, Emotional Support is the second most valued and official message, empathy, the most outstanding feature of the information received. The Government's ability to "understand" and "put itself in the place of the citizenry" ahead of any other aspect is positively appreciated.

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Author Biographies

José Carlos Losada, University of Murcia

José Carlos Losada is an Associate Professor of Institutional and Corporate Communication at the University of Murcia (Spain). He has published three books, among which Communication in Crisis Management: practical lessons, Editorial UOC (2018) or (NO) CRISIS, Editorial UOC (2010) stand out, besides coordinating Communication Management in Organizations, Ed. Planeta (2004). Likewise, he is the author of 20 texts in collective books for publishers in various countries: Springer, Fragua, Executive Business School, Complutense University of Madrid, etc. He has published 30 texts in indexed Journals around the world, such as El Profesional de la Información, Central Journal of Communication, Palabra Clave, Journal of Public Health Research, Razón y Palabra, Comunicación y Sociedad... He has participated in different national research projects (Ministry of Education and Science) and international (European Commission), as well as research contracts for companies. In the professional field, he has worked as a communication and image consultant, has advised more than 20 political organizations, businesses, brands, and governments during the last 23 years.

Leticia Rodríguez Fernández, University of Nebrija

Leticia Rodríguez Fernández is a researcher and professor in the area of organizational communication at the Antonio Nebrija University, where she directs the Degree in Corporate Communication, Protocol, and Organization of Events. She teaches, among other subjects, «Critical thinking in the face of fake news», «Corporate communication», and «Institutional communication».

Ph.D. in Information Sciences (UCM, 2012), University Master's Degree in Protocol (UNED, 2019), Master's Degree in Communication of Public and Political Institutions (UCM, 2008), and Degree in Advertising and Public Relations (UVA, 2007). Before dedicating herself to teaching, she worked in various communication departments and public relations agencies. Her lines of research focus on organizational communication, specializing in the digital area and the study of propaganda and disinformation.

Francisco Javier Paniagua Rojano, University of Malaga

Francisco Javier Paniagua Rojano is Associate Professor in the Department of Journalism at the University of Malaga, where he teaches Institutional and Corporate Communication. His lines of research include organizational communication, social media, and media credibility. He is coordinator of the Strategic and Organizational Communication section at the Spanish Association for Research in Communication (AEIC). He has been Director of Communication of the Andalusian Federation of Municipalities and Provinces (FAMP) and the International University of Andalusia (UNIA).

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