Pathology

Business

Neuroscience

Social distance

Perception

Publics

Disease

Coronavirus disease 2019 (COVID-19)

Distancing

Infectious disease (medical specialty)

Politics

Outbreak

Political science

Psychology

Virology

2019-20 coronavirus outbreak

Transparency (behavior)

Public relations

Medicine

Social psychology

Journal of Contingencies and Crisis Management

Integrating social cognitive theory and public relations literature, this study examines the effectiveness of organizations' transparent communication in building public trust and encouraging health-protection behaviours (i.e. social distancing) during a pandemic, that is, the COVID-19 outbreak. Three aspects of transparent communication are investigated, namely information substantiality, accountability and participation. Results of an online survey of American citizens show that during the early stage of COVID-19, information substantiality by state governments and health institutes (e.g., the Centers for Disease Control and Prevention) increases publics' trust, which positively influences their perceived risks, behavioural control and subjective norms. The participation of health institutes, rather than state governments, significantly increases public trust, whereas accountability has no effects. Individuals' perceptions and attitudes towards social distancing predict their social distancing behaviour during the outbreak. Theoretical and practical implications are discussed.

The role of communication transparency and organizational trust in publics' perceptions, attitudes and social distancing behaviour: A case study of the COVID‐19 outbreak