Krizno komuniciranje na primjeru Stožera civilne zaštite Republike Hrvatske

master's thesis

• Title (english): Crisis communication on the example of the Croatian National Civil Protection Headquarters
• Author: Ana Marija Ćorluka
• Mentor: Danijel Labaš (mentor)
• Committee member: Lana Ciboci Perša (predsjednik povjerenstva)
• Committee member: Dražen Maleš (član povjerenstva)
• Committee member: Danijel Labaš (član povjerenstva)
• Granter: University of Zagreb; Faculty of Croatian Studies; (Department of Communication Sciences); Zagreb
• Defense date and country: 2021-09-14, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Information and Communication Sciences; Communicology

Abstract

Svrha ovog diplomskog rada je analizirati krizno komuniciranje na primjeru Stožera civilne zaštite
Republike Hrvatske. Kako bi se dobio što bolji uvid u mišljenje javnosti o kriznom komuniciranju
Stožera provedeno je anketno ispitivanje. Anketna pitanja su ispitanici rješavali putem interneta,
a istraživanju je prisustvovalo 395 ispitanika. Dobiveni rezultati pokazali su kako većina ispitanika
smatra kako Stožer nije komunicirao transparentno niti vjerodostojno. Također, ispitanici smatraju
kako Stožer odluke nije objasnio dovoljno jasno. Velika većina ispitanika odgovorila je kako
Stožeru manje vjeruje nego na početku ili mu uopće ne vjeruje.
Također, analizirani su prilozi portala index.hr, vecernji.hr, 24sata.hr te dnevnik.hr od veljače do
listopada 2020. godine. Odabrani su prilozi koji su pisali o najistaknutijim temama u tom
razdoblju. Iz analize se zaključilo kako prilozi s različitih portala nisu previše odudarali jedni od
drugih. Istaknuo se isti trend kod svih portala, što znači da su počeli s informativnim i pozitivnim
tonom izvještavanja o Stožeru pa se krajem prvog vala više prebacili na negativan ton
izvještavanja. Od analiziranih portala, najviše se isticao portal 24sata.hr koji je najkritičnije
progovarao o Stožeru. Za daljnja istraživanja bi se trebale promotriti promjene u nastavku
izvještavanja portala od početka drugog vala zaraze pa do novijih datuma.

Abstract (english)

The purpose of this thesis is to analyze crisis communication on the example of the Civil Protection
Headquarters of the Republic of Croatia. In order to gain the best possible insight into the public
opinion on the crisis communication of the Headquarters, we conducted a survey. Participants
answered the survey questions via the Internet, and the survey was completed by 395 people. The
results showed that the majority of participants believe that the Headquarters is not transparent and
their communication is not credible. Also, participants feel that the Headquarters did not explain
the decisions clearly enough. The devastating fact for the Headquarters is that the vast majority of
participants answered that they trust the Headquarters less than at the beginning, or do not trust it
at all.
Furthermore, the articles from the index.hr, vecernji.hr, 24sata.hr and dnevnik.hr portals were
analyzed in the period during and after the first wave of infection, until the beginning of the second
wave of infection. The analyzed articles wrote about the most famous topics in that period. The
analysis showed that the articles from different portals did not differ too much from each other.
The same trend was noticed in all portals, which means that they started with an informative and
positive tone of reporting on the Headquarters, and at the end of the first wave they switched to a
more negative tone of reporting. Of all analyzed portals, the one that stood out the most was
24sata.hr. Its articles spoke most critically about the Headquarters. For further research, changes
in the way of reporting from the beginning of the second wave of infection to more recent dates
should be analyzed.

• Keywords: Stožer civilne zaštite; komunikacija; koronavirus; pandemija
• Keywords (english): Civil Protection Headquarters; communication; coronavirus; pandemic
• Language: croatian
• URN:NBN: urn:nbn:hr:111:435225
• Study programme: Title: Department of Communication Studies; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra komunikologije (magistar/magistra komunikologije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2021-11-10 13:41:16