Conceptual refinement of instructing and adjusting information: enhancing crisis communication theory and practice

Purpose This manuscript refines the conceptualization of instructing and adjusting information to illuminate how and why the two strategies are beneficial to stakeholders during a crisis. Though central to crisis communication, the two concepts are seriously underdeveloped. The refined conceptualization also provides stakeholder-focused outcomes that can be used to assess crisis communication efforts. Design/methodology/approach This is a conceptual piece using an interfield approach that integrates concepts from supportive communication and warning messages to refine the conceptualization of instructing and adjusting information. Findings Adjusting and instructing information are reconceptualized as a variant of supportive communication, occurring within the crisis context, intended to reduce the distress (negative emotions) of stakeholders adversely affected by a crisis (crisis victims) thereby promoting well-being and healing. Research limitations/implications The refined conceptualization provides new insights into understanding crisis communication by enhancing the theoretical conceptualization of the two concepts. Practical implications The manuscripts provides a stronger rationale for using instructing and adjusting information as well as provide new stakeholder-oriented crisis communication outcomes. Originality/value The manuscript provides a more robust conceptualization of instructing and adjusting information along with identifying a number of useful, stakeholder-oriented crisis outcomes related to well-being.