by Yang Chen
Qu, J., Chen, L., Zou, H., Hui, H., Zheng, W., Luo, J.-D., Gong, Q., Zhang, Y., Wen, T., & Chen, Y. (2024). Joint-sensemaking, innovation, and communication management during crisis: Evidence from the DCT applications in China. Big Data & Society, 11(3). https://doi.org/10.1177/20539517241270714
In times of crisis, technology plays a key role in shaping collective responses. The COVID-19 pandemic highlighted the potential of digital contact tracing (DCT) applications, such as China's Health Code, to manage public health challenges. However, these technologies are not just technical solutions; they are sociotechnical phenomena emerging from complex interactions among technology, society, and governance.
The study "Joint-sensemaking, innovation, and communication management during crisis" explores how stakeholders in China navigated these complexities. It challenges the conventional view of innovation diffusion as linear, proposing instead a model of joint-sensemaking—a collaborative process of meaning-making among diverse actors.
A significant aspect of this research is the application of the structural hole theory, which examines how certain stakeholders, like official media, act as connectors or "structural hole spanners" within the communication network. These entities bridge different groups, facilitating information flow and influencing public sentiment more directly than traditional two-step flow models suggest. This highlights their critical role in shaping how innovations are perceived and adapted during crises.
The article provides empirical insights through the analysis of over 113,000 Weibo posts, revealing two pathways of sensemaking: the Patching and Add-in paths. These pathways illustrate how different interventions shape public sentiment and technology acceptance. By focusing on the dynamic interactions and the bridging roles played by key stakeholders, the study offers a nuanced understanding of innovation diffusion in crisis contexts.
We describe how these insights can inform strategies for policymakers and public health authorities. By leveraging the influence of structural hole spanners like official media, stakeholders can foster acceptance and trust, ensuring that DCT technologies are effectively integrated into society. This approach underscores the importance of continuous assessment and adaptation of communication strategies to meet the evolving needs of the public.
Overall, the study compels us to rethink crisis management as a transdisciplinary endeavor, involving ongoing dialogue and collaboration across different sectors and perspectives. It shifts the focus from problem-solving to problem-opening, encouraging a more comprehensive and inclusive approach to managing innovations during crises.
