Krizno komuniciranje Knjižnica grada Zagreba sa svojim korisnicima u vrijeme pandemije COVID-19

master's thesis

• Title (english): Crisis communication of Zagreb City Libraries with its users during the COVID-19 pandemic
• Author: Irena Lješnjak
• Mentor: Mihaela Banek Zorica (mentor)
• Committee member: Sonja Špiranec (predsjednik povjerenstva)
• Committee member: Tomislav Ivanjko (član povjerenstva)
• Committee member: Mihaela Banek Zorica (član povjerenstva)
• Granter: University of Zagreb; Faculty of Humanities and Social Sciences; (Department of information and Communication sciences); Zagreb
• Defense date and country: 2020, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Information and Communication Sciences; Library Science

Abstract

U radu je prikazana analiza kriznog komuniciranja Knjižnica grada Zagreba sa svojim korisnicima/članovima u vrijeme pandemije COVID-19. U tu svrhu napravljena je analiza komunikacije na društvenoj mreži Facebook KGZ-a, službenoj internet stranici KGZ-a, YouTube kanalu KGZ-a, e-mail-u KGZ-a te elektroničkim medijima u periodu od 15. ožujka 2020., kada su knjižnice započele rad u izmijenjenim uvjetima do kojih je došlo zbog pojave pandemije COVID-19, pa do 30. rujna 2020. Analizirani su broj... More objava, datum objava, tema objava te broj reakcija, a u cilju kvalitetnije analize ovogodišnja komunikacija uspoređena je s prošlogodišnjom. Također, na temu kriznog komuniciranja u KGZ-u proveden je intervju s djelatnicima KGZ-a. Knjižnice grada Zagreba su u kriznom periodu pravovremeno komunicirale kroz različite komunikacijske kanale prenoseći korisnicama ključne informacije vezane uz epidemiološke mjere te različiti kulturni sadržaj kako bi i u izazovnim vremenima koje je stvorila kriza izazvana COVID-19 obavljale svoju zadaću promicanja kulture i obrazovanja. Osim analize, pojašnjena je terminologija knjižnica, vrsta knjižnica, neprofitnih organizacija, odnosa s javnošću te kriznog komuniciranja s naglaskom na knjižnice. Također, prikazani su dobri primjeri iz prakse određenih knjižnica iz Europe i svijeta. Less

Abstract (english)

The paper presents an analysis of crisis communication of Zagreb City Libraries with its users/members during the COVID-19 pandemic. For this purpose, an analysis of communication was made on the social network Facebook of ZCL, the official website of ZCL, YouTube channel of ZCL, e-mail of ZCL and electronic media in the period from March 15th, 2020, when libraries started working in changed conditions due to the outbreak of the COVID-19 pandemic, until September 30th, 2020. The number of... More publications, date of publication, topic of publications, and number of reactions were analyzed, and in order have better analyze, this year's communication was compared with last year. Also, related to the topic of crisis communication in ZCL, an interview was conducted with ZCL employees. During the crisis, Zagreb City Libraries communicated in a timely manner through various communication channels, transmitting to the users key information related to epidemiological measures and various cultural content in order to perform their task of promoting culture and education even in challenging times created by the COVID-19 crisis. In addition to the analysis, the terminology of libraries, types of libraries, non-profit organizations, public relations, and crisis communication with an emphasis on libraries were clarified. Good examples from the practice of certain libraries from Europe and the world are also presented. Less

• Keywords: krizno komuniciranje; narodne knjižnice; Knjižnice grada Zagreba; pandemija COVID-19; analiza
• Keywords (english): crisis communication; public libraries; Zagreb City Libraries; COVID-19 pandemic; analysis
• Language: croatian
• URN:NBN: urn:nbn:hr:131:648580
• Study programme: Title: Information Sciences; specializations in: Library Science; Course: Library Science; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra bibliotekarstva (magistar/magistra bibliotekarstva)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2020-12-10 16:25:38