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Research on crisis communication has traditionally focused on private organisations' reputation and blame avoidance strategies. As a result, there is limited knowledge on crisis communication from the perspective of public organisations. This is troublesome as public organisations have substantial responsibilities for preparing, communicating and managing large‐scale crisis events. In order to be able to better conceptualise public organisations' crisis communication, a typology based on communication aims and orientations is introduced. According to the typology, public organisations engage in two dimensions of crisis communication: reputation‐oriented vs. resilience‐oriented and strategic vs. operational. These dimensions are illustrated and discussed by empirical examples from the Queensland floods of 2010/2011. The paper ends with a discussion on how to understand these dimensions of crisis communication in relation to public organisations' priorities, processes and practices.

This mixed‐methods study presents a comparative analysis of the use and perceived usefulness of Facebook and Twitter, among Swedish citizens and crisis communication professionals, as crisis communication tools and information sources. The use and perceived usefulness of Facebook and Twitter are not congruent and consistent between the two different groups, according to the overall study. Communication professionals, for example, report higher levels of perceived usefulness regarding Facebook's potential as a crisis communication tool than do the citizens. Taken together, the results show that researchers (within social media and crisis communication) and crisis managers both need to deal with the fact that social media is not a homogenous phenomenon with a single coherent role in crisis management and communication research and practice.

This article analyzes how the Norwegian news media framed the terrorist attacks in Oslo and the island of Utöya, which killed 77 mainly young people on 22 July 2011. Did the news media favour or counteract the propaganda of the terrorist? After discussing earlier research about terrorism and media and presenting theories on news framing, results from a content analysis of 924 news articles in two major Norwegian newspapers during the first two weeks after the attacks are analyzed. The coverage of the attacks is found to be very descriptive, focused on the perpetrator as an individual, giving him questionable political exposure and not analyzing reasons and consequences on a political–societal level. The news framing functioned as a way of depoliticizing the terror attacks by portraying the attack as conducted by a lone lunatic in contrast to a politically motivated terrorist linked to right-wing extremism.

The Muhammad cartoon crisis in 2005 provides an illustrative example of how crises travel across geographical boundaries, in this case, from a national newspaper into a full-fledged public diplomacy crisis at the international level. From a crisis management perspective, a multilevel setting poses a real challenge to actors trying to contain the situation at hand. Likewise, the multilevel nature of a crisis poses a challenge to crisis communication theories, which have traditionally focused on rhetorical strategies in single organizational crises. As a response, this article proposes a framework for examining crisis communication based on how actors' framing impact the perceptions of arenas, stakeholders, and communication strategies. [Reprinted by permission; copyright Sage Publications Inc.]

The Muhammad cartoon crisis in 2005 provides an illustrative example of how crises travel across geographical boundaries, in this case, from a national newspaper into a full-fledged public diplomacy crisis at the international level. From a crisis management perspective, a multilevel setting poses a real challenge to actors trying to contain the situation at hand. Likewise, the multilevel nature of a crisis poses a challenge to crisis communication theories, which have traditionally focused on rhetorical strategies in single organizational crises. As a response, this article proposes a framework for examining crisis communication based on how actors' framing impact the perceptions of arenas, stakeholders, and communication strategies.