Public communication, crises and radio: towards a European model of inclusive and resilient crisis communication

Purpose This study examines the role of local radio in crisis communication within Europe, focusing on Thessaloniki, Greece. It explores how local stations operate under pressure to provide accurate information, foster community engagement and maintain public trust amid crises such as disasters and environmental emergencies and how these practices align with European Union objectives of communication resilience and social cohesion. Design/methodology/approach The study employs a qualitative research design based on semi-structured interviews with ten journalists representing eight officially registered, news-oriented radio stations in Thessaloniki. Data were analysed through thematic analysis following Braun and Clarke's six-phase framework to identify recurring patterns, professional practices and institutional dynamics. Ethical standards of voluntary participation, confidentiality and informed consent were strictly observed. Findings Local radio remains a trusted and community-driven medium in times of crisis. Journalists display strong civic commitment but face challenges, including limited preparedness, lack of training and absence of psychosocial support. Their professional routines centre on the triad “ask–learn–verify”, reflecting improvisational resilience rather than formal crisis planning. Radio functions as both informational and emotional infrastructure, absorbing citizens' anxiety and facilitating two-way communication. However, uneven digital skills, centralised information flows and ad hoc coordination constrain efficiency. Originality/value The study reframes local radio as a resilience infrastructure within Europe's crisis communication ecosystem. By highlighting its dialogic and psychosocial dimensions, it expands current crisis communication scholarship – largely focused on digital media – towards inclusive, community-based and trust-centred models. It contributes to theory and practice by proposing an initial, empirically grounded European model -emerging from the case of Thessaloniki, Greece-of resilient crisis communication rooted in pluralism, accessibility and democratic values.