Retórica y comunicación en las interacciones con la población civil en contextos de emergencia: el papel de los especialistas
| Pages | 733-749 |
| Date | 01 May 2026 |
| Published date | 01 May 2026 |
| Author | Lidiia Verbytska,Iryna Babii,Tetiana Konivitska,Maryna Kulchytska,Halyna Khlypavka |
| Subject Matter | Social Sciences |
Retórica y comunicación en las interacciones
con la población civil en contextos de emergencia:
el papel de los especialistas
Lidiia Verbytska1, Iryna Babii2, Tetiana Konivitska3,
Maryna Kulchytska4, Halyna Khlypavka5
1Candidate of Philological Scienses, Head of the Ukrainian Studies and Intercultural
Communication Department, Faculty of Psychology and Social Protection, Lviv State
University of Life Safety, Lviv, Ukraine.
Email: lidaverbitska2017@gmail.com ORCID ID: https://orcid.org/0000-0003-0329-4553
2Candidate of Pedagogical Science, Associate Professor of the Ukrainian Studies and
Intercultural Communication Department, Faculty of Psychology and Social Protection,
Lviv State University of Life Safety, Lviv, Ukraine. Email: iryna280878babij@gmail.com;
ORCID ID: https://orcid.org/0000-0002-5555-8314
3Candidate of Pedagogical Sciences, Associate Professor of the Ukrainian Studies and
Intercultural Communication Department, Faculty of Psychology and Social Protection,
Lviv State University of Life Safety, Lviv, Ukraine.
Email: tvitska@gmail.com; ORCID ID: https://orcid.org/0000-0002-2905-9191
4Candidate of Philological Scienses, Associate Professor of the Ukrainian Studies and
Intercultural Communication Department, Faculty of Psychology and Social Protection,
Lviv State University of Life Safety, Lviv, Ukraine.
Email: krymmaryna@gmail.com; ORCID ID: https://orcid.org/0000-0003-1344-9264
5Candidate of Pedagogical Science, Associate Professor of the Ukrainian Studies and
Intercultural Communication Department, Faculty of Psychology and Social Protection,
Lviv State University of Life Safety, Lviv, Ukraine. Email: khlypavka.halyna@gmail.com;
ORCID ID: https://orcid.org/0000-0001-9707-0336
Resumen. Este estudio examina las estrategias retóricas y comunicativas emplea-
das por especialistas en protección civil durante situaciones de emergencia, centrándo-
se en el papel de las plataformas digitales y la inteligencia articial en la conguración
de la conanza pública, las respuestas conductuales y la resiliencia informativa. La
investigación se basa en un análisis comparativo de indicadores estadísticos ociales e
informes institucionales de Ucrania, Polonia y Lituania para el período 2021–2024.
Los indicadores cuantitativos de la ecacia de la comunicación en crisis, incluidos el
tiempo de respuesta, el uso de canales digitales, las tasas de aclaración y los inciden-
Recibido: 02/01/2026 ~ Aceptado: 15/02/2026
INTERACCIÓN Y PERSPECTIVA
Revista de Trabajo Social
ISSN 2244-808X ~ Dep. Legal pp 201002Z43506
DOI: https://doi.org/10.5281/zenodo.19255801
Vol. 16 (2): 733 - 749 pp, 2026
734 Verbytska, Babii, Konivitska, Kulchytska, Khlypavka
Interacción y Perspectiva. Revista de Trabajo Social Vol. 16(2): 2026
Rhetoric and communication in interactions with
the civilian population in emergency contexts:
the role of specialists
Abstract. is study examines rhetorical and communicative strategies em-
ployed by civil protection specialists during emergency situations, focusing on the
role of digital platforms and articial intelligence in shaping public trust, behavioral
responses, and information resilience. e research is based on a comparative analy-
sis of ocial statistical indicators and institutional reports from Ukraine, Poland,
and Lithuania for the period 2021–2024. Quantitative indicators of crisis commu-
nication eectiveness, including response time, use of digital channels, clarication
rates, and disinformation incidents, were combined with qualitative content analysis
of international policy documents and academic literature on crisis rhetoric, digital
communication, and AI-assisted information management. e ndings show that
higher levels of digital integration correlate with faster response times and lower rates
of clarication requests and disinformation. Nevertheless, communication eective-
ness is determined primarily by message clarity, standardization, and rhetorical struc-
ture rather than by message volume. Digital platforms and articial intelligence en-
hance crisis communication only when integrated with coherent rhetorical strategies
and ethical governance principles, emphasizing the need for unied communicative
guidelines and targeted professional training.
Keywords: crisis communication, rhetorical strategies, digital platforms, articial intelligence,
civil protection.
INTRODUCTION
e growing number of crises in Europe and other countries of the world is proving new
pressure on communication between government bodies and individuals as the quality of rheto-
ric strategies and online information channels denes the degree of social stability and the pos-
sibility of citizens to act in uncertain situations. Scientic studies note the evolution of crisis
tes de desinformación, se combinaron con un análisis cualitativo de contenido de
documentos internacionales de política pública y literatura académica sobre retórica
de crisis, comunicación digital y gestión informativa asistida por IA. Los resultados
muestran que mayores niveles de integración digital se correlacionan con tiempos de
respuesta más rápidos y menores tasas de solicitudes de aclaración y desinformación.
No obstante, la ecacia comunicativa depende principalmente de la claridad del men-
saje, su estandarización y su estructura retórica, más que del volumen informativo.
Las plataformas digitales y la inteligencia articial fortalecen la comunicación en crisis
solo cuando se integran en estrategias retóricas coherentes y principios de gobernanza
ética, lo que subraya la necesidad de directrices comunicativas unicadas y formación
profesional especíca.
Palabras clave: comunicación de crisis, estrategias retóricas, plataformas digitales, inteligencia
articial, protección civil.
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