| Abstract | Kada se dogodi prirodna katastrofa, poput potresa, u kojoj su stradali ljudi i nastala velika materijalna šteta na objektima stanovanja i infrastrukture, organizacija u krizi (vrh izvršne vlasti s pripadajućim podređenim organizacijama i agencijama u sklopu sustava civilne zaštite i spašavanja) nakon utvrđivanja činjenica, mora brzo reagirati kriznom komunikacijom kako bi se umirila javnost, ali i kako bi se istu upozorilo na ograničenja kretanja ili neke druge aktivnosti kojima bi se smanjila izloženost ljudi dodatnim rizicima za narušavanje zdravlja ili oštećivanja imovine. U trenutku izbijanja krize, organizacija zadužena za koordiniranje krizom aktivira ranije pripremljeni krizni plan i mobilizira krizni tim stručnjaka koji svojim znanjima mogu pomoći u rješavanju krize, sa zaduženjem stalnog informiranja javnosti. Tijekom trajanja krize, organizacija i oni koji je predstavljaju postaju meta medija i šire javnosti u traženju informacija, stoga je bitno da su upoznati s istinitim informacijama koje mogu davati o nesreći i koje neće biti štetne za njih same. O načinu kako upravlja krizom nakon prirodne katastrofe ovisi kako će organizaciju u krizi percipirati njezini dionici, a u slučaju prirodne katastrofe postradalo stanovništvo i najšira javnost nacije. Potresi na Banovini od 28. i 29. prosinca 2020., od kojega su najviše stradali gradovi Sisak, Petrinja i Glina, bili su u fokusu pozornosti javnosti i medija tijekom 40 dana, koliko je trajala akutna faza krize (od nastanka kriznog događaja, 28. prosinca 2020., do 5. veljače 2021., kada je Hrvatski sabor usvojio izmjene i dopune Zakona o obnovi područja stradalih potresima). Cilj ovog istraživanja je utvrđivanje kako su mediji, a preko njih i ukupna javnost, percipirali, odnosno ocijenili djelovanje Vlade Republike Hrvatske i svih njoj podređenih tijela u suočavanju s krizom, saniranju njezinih posljedica te kriznom komuniciranju. Taj se cilj nastojao ostvariti kvantitativnom i kvalitativnom analizom sadržaja medijskog izvještavanja tijekom akutne faze te krize u tiskanim izdanjima tri nacionalne dnevne novine (Jutarnji list, Večernji list i 24sata) te na internetska tri portala (Tportal, Net.hr i Index.hr). Ta je analiza pokazala kako je javna percepcija da Vlada RH u prvoj fazi krize (prvih 20 dana krize) nije djelovala primjereno u više segmenata konkretnog protukriznog djelovanja, uz nedostatno krizno komuniciranje. No, Vlada je postupno podizala razinu svoje aktivnosti, uz pojačano i redovitije krizno komuniciranje, pa je u drugom dijelu krize percepcija javnosti o njezinom djelovanju bolja, no uz još dosta primjedbi. Ipak, očito je kako je krizno komuniciranje u toj
fazi bitno unaprijeđeno, korištenjem strateških elemenata kriznog komuniciranja, poput konferencija za medije, vidljivosti čelnih ljudi organizacije u krizi, komunikacijska ujednačenost i dosljednost svih glasnogovonika i dr. |
| Abstract (english) | When a natural disaster occurs, such as an earthquake, which kills people and causes great material damage to housing and infrastructure, the organization in crisis (the top executive with its subordinate organizations and agencies within the civil protection and rescue system) after establishing the facts, it must respond quickly to crisis communication in order to reassure the public, but also to warn it of restrictions on movement or other activities that would reduce people's exposure to additional risks of health damage or property damage. At the time of the crisis, the organization in charge of crisis coordination activates the previously prepared crisis plan and mobilizes a crisis team of experts who can use their knowledge to help resolve the crisis, with the task of constantly informing the public. During the crisis, the organization and those who represent it become the target of the media and the general public in seeking information, so it is important that they are aware of true information that can give about the accident and that will not be harmful to themselves. The way it manages the crisis after a natural disaster depends on how the organization in the crisis will be perceived by its stakeholders, and in the event of a natural disaster, the population and the general public of the nation will be affected. The earthquakes in Banovina on 28 and 29 December 2020, which hit the cities of Sisak, Petrinja and Glina the hardest, were the focus of public and media attention for 40 days, as long as the acute phase of the crisis lasted (since the crisis, 28 December 2020, until February 5, 2021, when the Croatian Parliament adopted amendments to the Law on Reconstruction of Earthquake-Affected Areas). The aim of this research is to determine how the media, and through them the general public, perceived or evaluated the actions of the Government of the Republic of Croatia and all its subordinate bodies in dealing with the crisis, remedying its consequences and crisis communication. This goal was achieved by quantitative and qualitative analysis of the content of media reporting during the acute phase of the crisis in the print editions of three national dailies (Jutarnji list, Večernji list and 24sata) and on three Internet portals (Tportal, Net.hr and Index.hr). This analysis showed that the public perception is that the Government of the Republic of Croatia in the first phase of the crisis (the first 20 days of the crisis) did not act appropriately in several segments of specific anti-crisis action, with insufficient crisis communication. However, the Government has gradually raised the level of its activity, with intensified and more regular crisis communication, so in the second part of the crisis the public's perception of its actions is better, but with many more remarks. However, it is obvious that crisis communication has been significantly improved at this stage, using strategic elements of crisis communication, such as press conferences, visibility of the organization's leaders in crisis, communication uniformity and consistency of all spokespersons, etc. |
