Purpose

The purpose of this paper is to investigate how New Zealand listed companies communicate COVID-19 related concerns on Twitter during the pandemic through various coping expressions and strategies.

Design/methodology/approach

A thematic content analysis was conducted to analyse COVID tweets based on Gaspar et al.’s (2016) coping strategy framework.

Findings

Six major COVID-19-related concerns communicated by New Zealand companies were found, with product/service being the most tweeted concern. Various coping expressions and strategies were demonstrated by the companies to address these concerns. Information sharing strategy was found to be the most common coping strategy implied in all six of these concerns.

Research limitations/implications

The paper contributes to the scant literature in crisis communication by providing empirical evidence on how COVID-19-related concerns, coping expressions and strategies were communicated by New Zealand companies.

Originality/value

While extant coping research generally examined coping expressions and strategies in Western countries and at an individual level, this paper examines coping communication at organisational level in an Asia-Pacific country. As per the researchers’ knowledge, this is a novel attempt that provides empirical evidence on corporate coping communication in an Asia-Pacific country during the COVID-19 pandemic.

中文翻译：

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应对 COVID-19 危机：公司 Twitter 沟通分析

目的

本文的目的是调查新西兰上市公司在大流行期间如何通过各种应对表达和策略在 Twitter 上传达与 COVID-19 相关的担忧。

设计/方法/方法

进行了主题内容分析以分析基于 Gaspar等人的COVID 推文。的 (2016) 应对战略框架。

发现

发现了新西兰公司传达的六个与 COVID-19 相关的主要问题，其中产品/服务是推文最多的问题。公司展示了各种应对方式和策略来解决这些问题。发现信息共享策略是所有这六个问题中隐含的最常见的应对策略。

研究限制/影响

该论文通过提供有关新西兰公司如何传达与 COVID-19 相关的问题、应对方式和策略的经验证据，为危机沟通方面的文献做出了贡献。

原创性/价值

现有的应对研究一般在西方国家和个人层面考察了应对方式和策略，而本文则考察了亚太国家组织层面的应对沟通。据研究人员所知，这是一项新颖的尝试，为 COVID-19 大流行期间亚太国家的企业应对沟通提供了经验证据。