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Journal : Communica : Journal of Communication

 1 
The Role of Two-Way Communication in Institutional Resilience During the COVID-19 Crisis: A Global Perspective Hutagalung, Maasyithah; Sutrisno, Tri
Communica : Journal of Communication Vol. 3 No. 2 (2025): April 2025
Publisher : Indonesian Scientific Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/communica.v3i2.649

Abstract

Crisis communication has become an essential function of public institutions, particularly in light of recent global disruptions such as the COVID-19 pandemic. This narrative review investigates effective communication strategies and recurrent failures in public crisis response, aiming to uncover key factors that enhance or hinder institutional trust. A structured literature review was conducted across Scopus, Web of Science, PubMed, and Google Scholar, using targeted keywords such as "crisis communication," "public institutions," "risk communication," and "social media trust." Inclusion criteria emphasized peer-reviewed empirical studies and reviews that addressed communication practices during crises. The review highlights the importance of two-way communication, which fosters public trust by encouraging active engagement and feedback. Social media emerges as a double-edged sword—while it facilitates rapid information dissemination, it also accelerates the spread of misinformation. Studies show that content featuring emotional appeal, cultural relevance, and empathy improves message reception. However, systemic barriers like resource constraints and institutional mistrust remain persistent obstacles. Findings suggest that adaptive, emotionally resonant communication, combined with transparent messaging and inter-agency collaboration, significantly improves crisis response. Public institutions must therefore develop strategies that integrate digital tools, empower local leaders, and prioritize audience-specific messaging. These insights offer a foundation for future policies and research aimed at strengthening institutional resilience in the face of ongoing and emerging crises.
Co-Authors Achmad Faqih Adi Prawito Afsari, Murnika Alami, Rahmalina Alamsyah, Fawwazi Alyuan Dasira Aminuyati Anggaini, Dwi Anjelie, Mega Karina Aqil, Ibnu ARDAN, MOHAMAD Atiek Sri Purwati Bagus Mulyawan Chandriyani, Ika Claudia, Stefanny Daniel, Andrew Davyn Dedi Trisnawarman Desi Arisandi Dyah Erny Herwindiati El-Yunusi, Muhammad Yusron Maulana Ery Dewayani Fatimah, Rahmi Faurani I Santi Singagerda Fauzaini, Fadhlan Fakhrizal Fauzi, Aditia Hakiki, Nisa Handoyo, Rico Haris Farsya, Muhammad Yana Harvian, Rayvaldi Hasanah9, Uswatun Hasrianto, Hasrianto Henry, OK Hilmy, Zakwan Hugeng Hugeng Hutagalung, Maasyithah Irvan Lewenusa, Irvan Jinan, Anisatul Kenny Kenny Kiftiyah, Anifatul Koko Prasetyo, Koko Larasati, Anggita Lestari, Indri Lestari, Leli Lestari, Lutfiana Sinta Maesaroh, Syti Sarah Maghfiroh, Nuzul Mahendra, Rezza Adiluhung Prasetya Maryono Maryono Meidawati Suswandari, Meidawati Mendita, Gaizka Moefty Mahendra, Moefty Mukmin Mukmin Nadi Suprapto Nanda Septiana Neni Mariana Nursobah, Ahmad Para Mitta Purbosari Paradika Angganing Perpitasari, Dia Ayu Pipit Pradana Putra, Andrew Prasetya, Aldy Prasetya, Rezza Adiluhung Purbosari, Paramitta Putra Utama, Ridho Arka Putra, Aji Widya Putri, Diri Anindyah Qonitah Dwi Robbyantoh, Karel Prasetya Rosyidi, Moh. Alfin Sagaro, Ariya Sangkhawan, Thammanoon Sari, Nurratri Kurnia Sarwahita, Salsabila Adwitiya Setiawan, Muhammad Ikhsan Setyani, Dwi Subekti, Anjas Asmara Sukamdani, Ryan Rici Suryana, Yono Susilo, Trisno Swardana, Ardli Syahrul R, Syahrul Tintin Febrianti Tjengharwidjaja, Adryan Tyas Adi, Fajar Undari, Amelia Putri Viny Christanti M Wahono Widodo Wasino Wasino Widianto, Brian Kurniawan Wulandari Wulandari Yoewono, Gregorius Farrel Yuanita FD Sidabutar Zaki Prawira, Muhammad