Social Media and the Changing Landscape for Risk, High Concern, and Crisis Communication

2021 ◽  
pp. 385-410
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
High Concern

scholarly journals Social Media in and Around a Temporary Large-Scale Refugee Shelter in the Netherlands

2021 ◽  
Vol 7 (2) ◽  
pp. 205630512110249
Author(s):  
Peer Smets ◽  
Younes Younes ◽  
Marinka Dohmen ◽  
Kees Boersma ◽  
Lenie Brouwer
Keyword(s):  
Social Media ◽  
The Netherlands ◽  
Crisis Communication ◽  
Asylum Seekers ◽  
Large Scale ◽  
State Policies ◽  
Refugee Crisis ◽  
Top Down ◽  
And Migration

During the 2015 refugee crisis in Europe, temporary refugee shelters arose in the Netherlands to shelter the large influx of asylum seekers. The largest shelter was located in the eastern part of the country. This shelter, where tents housed nearly 3,000 asylum seekers, was managed with a firm top-down approach. However, many residents of the shelter—mainly Syrians and Eritreans—developed horizontal relations with the local receiving society, using social media to establish contact and exchange services and goods. This case study shows how various types of crisis communication played a role and how the different worlds came together. Connectivity is discussed in relation to inclusion, based on resilient (non-)humanitarian approaches that link society with social media. Moreover, we argue that the refugee crisis can be better understood by looking through the lens of connectivity, practices, and migration infrastructure instead of focusing only on state policies.

The Value of Brand Fans during a Crisis: Exploring the Roles of Response Strategy, Source, and Brand Identification

2021 ◽  
pp. 232948842199969
Author(s):  
Hayoung Sally Lim ◽  
Natalie Brown-Devlin
Keyword(s):  
Social Media ◽  
Experimental Design ◽  
Crisis Communication ◽  
Word Of Mouth ◽  
Crisis Response ◽  
Response Strategy ◽  
Brand Identification ◽  
Communication Source ◽  
Practical Implications ◽  
Selection Of

Using a two (crisis response strategy: diminish vs. rebuild) × three (source: brand organization vs. brand executive vs. brand fan) experimental design, this study examines how brand fans (i.e., consumers who identify with a brand) can be prompted to protect a brand’s reputation during crises and how the selection of a crisis spokesperson can influence consumers’ evaluations of the crisis communication. Being buffers for their preferred brands, brand fans are more likely to accept their brand’s crisis response and engage in positive electronic word-of-mouth on social media. Brand fans are more likely to evaluate other brand fan’s social media accounts as a credible crisis communication source, whereas those who are not brand fans are more likely to evaluate brand and/or brand executives as credible. Findings provide theoretical applications in paracrisis literature pertaining to social media but also practical implications for brand managers to strategically utilize brand fans in crisis communication.

Dynamics of convergence behaviour in social media crisis communication – a complexity perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Milad Mirbabaie ◽  
Stefan Stieglitz ◽  
Felix Brünker
Keyword(s):  
Social Media ◽  
Emergency Management ◽  
Crisis Communication ◽  
Design Methodology ◽  
Content Type ◽  
The Public ◽  
Analysis Techniques ◽  
Twitter Data ◽  
Convergence Behaviour ◽  
Over Time

PurposeThe purpose of this study is to investigate communication on Twitter during two unpredicted crises (the Manchester bombings and the Munich shooting) and one natural disaster (Hurricane Harvey). The study contributes to understanding the dynamics of convergence behaviour archetypes during crises.Design/methodology/approachThe authors collected Twitter data and analysed approximately 7.5 million relevant cases. The communication was examined using social network analysis techniques and manual content analysis to identify convergence behaviour archetypes (CBAs). The dynamics and development of CBAs over time in crisis communication were also investigated.FindingsThe results revealed the dynamics of influential CBAs emerging in specific stages of a crisis situation. The authors derived a conceptual visualisation of convergence behaviour in social media crisis communication and introduced the terms hidden and visible network-layer to further understanding of the complexity of crisis communication.Research limitations/implicationsThe results emphasise the importance of well-prepared emergency management agencies and support the following recommendations: (1) continuous and (2) transparent communication during the crisis event as well as (3) informing the public about central information distributors from the start of the crisis are vital.Originality/valueThe study uncovered the dynamics of crisis-affected behaviour on social media during three cases. It provides a novel perspective that broadens our understanding of complex crisis communication on social media and contributes to existing knowledge of the complexity of crisis communication as well as convergence behaviour.

Brand crisis communication through social media

2016 ◽  
Vol 21 (1) ◽  
pp. 56-72 ◽  
Author(s):  
Yan Wang
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Brand Management ◽  
The Body ◽  
Advertising Campaign ◽  
Content Type ◽  
Negative Effect ◽  
Brand Crisis ◽  
Use Of Social Media ◽  
Corporate Crisis

Purpose – The purpose of this paper is to investigate how companies make use of social media communication to turn crises into opportunities and how consumers respond to this brand management strategy, and evaluate the effects of this kind of advertising campaign. Design/methodology/approach – This study uses the textual analysis method to examine the verbal fight between two brand competitors on Sina Weibo. An interpretative analysis approach is adopted to analyze a series of micro-blog messages and relevant responses and comments. A statistical analysis is conducted to reveal the public opinion on this case. Findings – The brand crisis due to trademark dispute has been successfully turned into an advertising campaign, which received eager and favorable responses from the consumers. In the name of making apologies, the company in crisis availed itself of the Weibo platform to make a veiled protest against the verdict of the Court. The technique “acting cute” was proved to be effective in diminishing the negative effect of a brand crisis and winning public sympathy and support. Research limitations/implications – The research findings may provide insights into the interplay between brand advertising and corporate crisis communication on the platform of social media. Practical implications – This study can inform practitioners of useful techniques to deal with brand crises via social media. Originality/value – The value of this study lies not only in its contribution to the body of knowledge on online crisis management with a case of Chinese companies, but also in its validation of the interplay between crisis communication and advertising.

scholarly journals Hacking a reputation: crisis communication and the Ashley Madison data breach

2021 ◽  
Author(s):  
Katherine Owczar
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Case Scenario ◽  
Data Breach ◽  
News Sources ◽  
Adoption And Implementation ◽  
Organizational Crises ◽  
Ashley Madison ◽  
A Company ◽  
Sense Of Power

[Para. 1] At a time where online activists are targeting and obtaining the intellectual property of companies on a regular basis, how should a company communicate and mitigate the data breach to ensure that its valued customers feel protected, or in the best case scenario, prevent it altogether? The adoption and implementation of a sound crisis communication and management strategy is thus a fundamental operative for the success of any organization. Organizational crises can fundamentally disrupt and harm companies, organizations and individuals alike; they are characterized as “non-routine, severe event[s] that [can] destroy [its] reputation or operations” (Koerber, 2017). When a crisis arises for an organization, it is imperative that they have a strong sense of clarity regarding the issue at hand – specifically, they must understand the context and “background narrative that gives interpretative shape to [its] foreground issues” (Arnett, Deiuliis, Corr, 2017). Perhaps most emblematic of these background narratives is the circulation of competing information and perspectives, by both social media and traditional news sources. With the rise of social media and the 24/7 news cycle, a new sense of power and inflated ability to frame an issue has been afforded to many publics – particularly due to the ability of these mediums to rapidly transmit and receive information. These affordances have the potential to be either beneficial or detrimental to a company when faced with a crisis. While an organization can benefit from strategic media relations and effective crisis communication, even the most established of firms can have their voice become convoluted or be reprimanded if communication is poorly executed.

scholarly journals Case Study in Covid-19 Infodemic in Indonesia

2021 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ferdinand Eskol Tiar Sirait ◽  
Rati Sanjaya
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Reference Model ◽  
Media Analysis ◽  
Communication Strategy ◽  
Comparative Case Study ◽  
Communication Problems ◽  
Official Statement ◽  
Information Circulation

COVID-19 has been declared as pandemic by WHO. Indonesian government late to give official statement that made public believe in hoax, rumours, gossip, even propaganda that they got from social media and passed from one group to another. As we know, too much information or shortage of information could lead to confusing messages that eventually increase public distrust towards official statement. Consequently, people resort to social media as the only source of information. As a mass-self communication channel, the credibility of information from this source is problematic. Castell’s mass-self communication made this circle become infodemic that hamstring public trust to government. In this research, we do comparative case study on how countries (China and South Korea) tackle communication problems during the pandemic. This research is significant because it could be a reference model of crisis communication strategy when the country faces a pandemic Relying on mass media analysis and literature review, we find that China’s government uses power to control information circulation while South Korea’s generates public’s participation in social media. Indonesia as a democratic country could use this experience to gain public’s trust by doing Coomb’s SCCT for crisis situation. Doing this, Indonesia is expected to be more prepared to for the crisis communication in the future.Keywords: COVID-19, infodemic, crisis communication, case study ABSTRAKCOVID-19 telah dinyatakan sebagai pandemi oleh WHO. Pemerintah Indonesia terlambat memberikan pernyataan resmi yang membuat publik percaya pada hoax, rumor, gosip, bahkan propaganda yang mereka dapatkan dari media sosial dan diteruskan dari satu kelompok ke kelompok lain. Seperti kita ketahui, informasi yang terlalu banyak atau kekurangan informasi dapat menimbulkan pesan yang membingungkan yang pada akhirnya meningkatkan ketidakpercayaan publik terhadap pernyataan resmi. Akibatnya, masyarakat menggunakan media sosial sebagai satu-satunya sumber informasi. Sebagai saluran komunikasi massa-mandiri, kredibilitas informasi dari sumber ini bermasalah. Komunikasi massa yang dilakukan Castell membuat lingkaran ini menjadi infodemik yang melemahkan kepercayaan publik kepada pemerintah. Dalam penelitian ini, kami melakukan studi kasus komparatif tentang bagaimana negara-negara (China dan Korea Selatan) menangani masalah komunikasi selama pandemi. Penelitian ini penting karena dapat menjadi model referensi strategi komunikasi krisis ketika negara menghadapi pandemi Mengandalkan analisis media massa dan tinjauan pustaka, kami menemukan bahwa pemerintah China menggunakan kekuatan untuk mengontrol peredaran informasi sementara Korea Selatan menghasilkan partisipasi publik di media sosial. Pengalaman ini bisa dimanfaatkan Indonesia sebagai negara demokrasi untuk mendapatkan kepercayaan publik dengan melakukan SCCT Coomb untuk situasi krisis. Dengan begitu, Indonesia diharapkan lebih siap menghadapi krisis komunikasi di masa mendatang.Kata Kunci: COVID-19, infodemik, komunikasi krisis, studi kasus

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