Crisis Communication in a Public Health Emergency

Abstract The COVID-19 pandemic was an unprecedented public health emergency requiring concerted government action. Government responsibilities included communicating risks, informing the public about hygiene practices, and combating disinformation. Examining government communication strategies is important for improving crisis communication in future emergencies. Using quantitative text analyses, this article examines approximately 3,000 press releases issued by the Taiwanese and Singaporean governments. Topic prevalence was examined in relation to the timing of press releases and COVID-19 case and death counts. We find that both governments employed high-frequency, highly standardised, and detail-rich communication. Their communication strategies correspond closely with the model proposed by the Crisis and Emergency Risk Communication (CERC) framework, with their focus shifting from the initial shock of the pandemic through to the resolution stage, when vaccines were deployed. Their communication demonstrated a commitment to being first, being right, and being credible, while their guidelines promoted action by providing the public with concrete measures to reduce risk. Nevertheless, empathy was not prominent in the press releases, which may reflect both the limitations of the format and a division of communicative roles between bureaucratic and executive institutions.