Department of Technology Communication Management

College of Information Technology and Computing

University of Science and Technology of SouthernPhilippines

November 24, 2022

Ivy S. Guantero, MBA

CITY INFORMATION OFFICE
Ground Floor, Executive Bldg. City Hall, Cagayan de Oro City

Dear Ma’am,

Greetings of peace and good health!

We, 4th-year bonafide students of Bachelor of Science in Technology Communication Management

from the University of Science and Technology of Southern Philippines. We are in the process of
conducting a study on situational crisis communication in Cagayan de Oro regarding the
COVID-19 Pandemic as partial fulfillment of the requirement in our program.

With this regard, we would like to request from your good office if you could allow us to have an
interview on November 25, 2022, (in the morning) regarding your situational crisis
communication during the COVID-19 Pandemic crisis. Having this opportunity would be a huge
help for our study to be fully realized. Rest assured that all the information that will be gathered from
your end will be kept with the utmost confidentiality.

We look forward to a positive response from your end. Thank you for your kind consideration.

(Attached here is our questionnaire divided into different domains.)

Respectfully yours,

Jhon Paulie Undag

Karen Costosa
Jeseil Daayata
Rocky Marco De Peña
Nelliefe Gallogo
Justaine Florme Luib
Corinth-Ann Sacala
Researchers

Noted by:

_______________________________
MARIA DOREEN CUEVAS-RAÑADA
Thesis Adviser
Approved by:

_________________________
IVY S. GUANTERO, MBA
CITY INFORMATION OFFICE
Office in charge

CM Recto Avenue, Lapasan, Cagayan de Oro City

9000 Philippines Tel +63(88)8561738 Loc 188 |
dtcm@ustp.edu.ph
 Assessment tool for Crisis Communication during Pandemics (ACCP) Checklist

Domain I. Sense making in times of crisis

No. Questions Yes No Examples of

subtopics

1 Did communication professionals in Ongoing

Cagayan de Oro practice (social) media monitoring,
monitoring, and if yes how was it set timeframe, what
up? platforms
(Twitter,
Facebook,
Instagram,
TikTok, etc.),
methods of
online and/or
offline
monitoring.

2 To what extent was (social) media Keywords used,

monitoring effective in assessing public content retrieved,
needs, emotions, rumors, and the discourse
authority of the spokespersons analysis, sharing
involved? input within
communication
team.

3 To what extent was (social) media Integration of

monitoring useful for the barangay communication
local government units? efforts, crafting
instructions to
the public,
debunking
rumors to the
local
government unit.

4 To what extent did (social) media Message design,

monitoring makes a successful interaction with
contribution to effectively getting in public leaders,
touch with stakeholders? healthcare
professionals,
media, and other
stakeholders.

5 Overall, what can be learned when Overall ability

communication professionals reflect to observe
on their sense making during the communication
pandemic? needs of
Stakeholders.
Domain II. Public leadership in times crisis

6 Did public leaders in Cagayan de Oro Support in

interact and take note of the advice of preparation,
their communication professionals, and response, and
what can be learned from this recovery.
interaction?

7 Did communication professionals in Use of media

Cagayan de Oro enable public leaders to monitoring,
communicate the broader impacts of a convincing
crisis and the urgency of the situation at storyline, and
hand, taking into account cultural political setting.
aspects and expectations?

8 Did communication professionals in Trustworthiness of

Cagayan de Oro enable public leaders messages and
to convince the public and other taking care of
stakeholders to comply with public public
health recommendations, protective emotions and
measures, and vaccination? responses.

9 Did communication professionals in Getting in touch

Cagayan de Oro support public leaders with those
to get in touch with providers of care, directly affected
professionals, and the affected to and
express gratitude and support them in healthcare
their (psychosocial) needs? workers who are
involved in crisis
management.

10 Did communication professionals in Anticipating the

Cagayan de Oro support public leaders political
in being transparent and anticipating aftermath, before
“blame games” and the political the “hot
aftermath of a pandemic? phase” comes to
an end.

11 Overall, what can be learned when Position of crisis

communication professionals in communication
Cagayan de Oro reflect on their within the
communicative advice on public broader context
leadership during the pandemic? of crisis
management.
Domain III. Public health professionals and expert voices

12 Did public health professionals in Available

Cagayan de Oro prepare for crisis preparation plans,
communication in times of exercises in
pandemics and how did it differ from advance of a
their preparations? pandemic,
learning cycle
within the
organization.

13 Did public health professionals in Position of

Cagayan de Oro manage to convince the scientists in public
public on current policies, and if not, how discourse,
can this be explained? adoption of public
health measures.

14 Did public health professionals in Coping with

Cagayan de Oro manage to address uncertainty.
uncertainty, without their authority being
questioned?

15 Did public health professionals in Providing

Cagayan de Oro make an effort to information or
engage with public health professionals communicating
and experts and how was this executed? with and listening
to
external
stakeholders
from the health
sector.

16 Did public health organizations and Experience with

hospitals in Cagayan de Oro make an internal
effort to update their employees communication to
through internal communication? all involved in
crisis management
and whether or
not this was
satisfying.

17 Overall, what can be learned when Overall ability to

communication professionals reflect assist
on their influence on and collaboration professionals and
with healthcare professionals and experts in their
experts? communication
efforts during a
pandemic.
Domain IV. Interaction with stakeholders

18 Did communication professionals in Governmental

Cagayan de Oro get a relatively quick partners, general
and thorough overview of stakeholders practitioners,
and their (communicative) needs? small and
medium-sized
businesses,
laboratories,
hospitals,
healthcare
workers, unions,
trade
organizations,
etc.

19 How did communication Alignment of

professionals in Cagayan de Oro communication
align their communication efforts with domestic and
with stakeholders? international
policymakers,
financial
markets, travel
industry.

20 How did communication Ability of crisis

professionals in Cagayan de Oro communication
align their communication with professionals to
stakeholders they did not know in get in touch with
the pre-crisis phase? new, upcoming
influencers.

21 How did communication professionals Crisis

in Cagayan de Oro cope with individual communication
stakeholders with a strong, credible, and strategy toward
vocal presence in the public arena? influencers who
were involved in
public debates
on measures.

22 Overall, what can be learned when Ability to get in

communication professionals reflect on touch with all
the coordination of communication with important
important stakeholders during the stakeholders in
pandemic? times of crisis, to
align
communication
efforts.
Domain V. Instructions to the public

23 How were instructions balanced Balance between

between the rational and emotional alarming tone of
needs of their audiences? voice and
frightening the
public.

24 Did instructions include a “call to Was it clear

action”? what public
health officials
and/or public
leaders
expected from
their audiences

25 How were instructions Use of regular

communicated through mass media media during the
to the public? entire
pandemic phase.

26 How were instructions Use of websites

communicated online? and blogs, social
media platforms,
infographics,
and other
communication
tools.

27 How were instructions communicated Communicating

to audiences who could not be reached with
through mass media? lower-income
communities, use
of role models
toward children.

28 Did all audiences in Cagayan de Oro Social

comply with the communicated distancing,
precautionary measures? If not, what mouth and face
measures were upheld or rejected and protection,
how can this be explained? lockdowns, and
other possible
measures.

29 Overall, what can be learned about Overview of

the communication of the crisis
instructions that were communicated communication
to the public and stakeholders? lessons from the
beginning to end
of the crisis
phase.
Final question: Story telling

30 Could you provide an anecdote to share Use of

an important lesson with current or storytelling as
future colleagues, which explains one or part of the
more insights you experienced in your learning process.
role as a member of a crisis
communication team?