Stakeholder engagement in crisis communication: Toward a conceptual ecosystem framework

This study develops a conceptual ecosystem framework for stakeholder engagement in crisis communication, addressing the limited integration of multi-stakeholder interaction in existing theories. Through a structured narrative review of literature on crisis communication and stakeholder engagement, the paper synthesizes current approaches and identifies patterns of collaboration across government, non-governmental, and emergent actors. The analysis highlights three key insights: first, crisis communication has evolved toward multi-directional and digitally mediated exchanges; second, citizen-to-authority communication remains underrepresented due to the absence of formal mechanisms; and third, distinct yet complementary roles emerge among stakeholders, with governments acting as regulators, NGOs as facilitators, and spontaneous or digital volunteers as underutilized contributors. The proposed ecosystem framework positions these actors within a dynamic and interdependent system, emphasizing reciprocity, adaptability, and feedback loops across crisis phases. Conceptually, the study advances theoretical understanding of stakeholder relationships in crisis contexts, while practically offering a basis for designing more coordinated, inclusive, and responsive communication strategies.