Official organizations have very little power to prevent terrorism. From a communications perspective, terrorism is the intentional creation of crisis from an external source.
When parents first started receiving text messages and seeing social media posts seemingly from their trapped children, it fueled hope and a sense of desperation. Parents clamored for a faster recovery effort, and the emotional tension heightened the sense of confusion within the situation.
These texts fueled rumors and false hope across South Korea.
As stated on CNN:
“The texts also fueled a tense atmosphere at Jindo — where distraught families viewed them as proof several passengers were alive. This led to remonstrations and the hurling of objects at authorities, who relatives accused of not doing enough to save their children.
South Korea has been gripped by this tragedy and the pronouncement of these fake social posts added to the collective anguish — especially as social media has been playing a crucial role in relaying information from the site.”
As it turns out, however, the texts and messages were not real. South Korean police authorities communicated this information from their Twitter account. They said:
“An investigation from the Police Cyber Terror Response Center verified that all texts in question [from passengers still within the ship] are fake.” South Korean police further urged the terrorists to stop tormenting the families affected by the tragedy.
This message was well crafted. Families needed to know this information, and they probably should have been told in person. However, the news media also needed to know. The texts parents were receiving had been widely publicized, and getting this information out was essential.
This being said, the simple reality of the situation was a hard barrier to overcome. The fake messages had done their damage:
“The revelations of fake posts have added to a growing sense of public confusion, mistrust and escalating frustration — particularly among the passengers’ relatives — over the handling of the search and rescue operations, media coverage and official releases of information.”
This effect is exactly opposite to what crisis communications professionals want to happen. If we are going to use social media to help us communicate with stakeholders during crises then we need to be vigilant about breaches in the security of those communications platforms.