scholarly journals Is there Still a PR Problem Online? Exploring the Effects of Different Sources and Crisis Response Strategies in Online Crisis Communication Via Social Media

2017 ◽  
Vol 20 (1) ◽  
pp. 76-104 ◽  
Author(s):  
Young Kim ◽  
Hyojung Park
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Response Strategies ◽  
Different Sources

Organisations' conversations in social media: applying dialogue strategies in times of crises

2014 ◽  
Vol 19 (1) ◽  
pp. 10-33 ◽  
Author(s):  
Stefania Romenti ◽  
Grazia Murtarelli ◽  
Chiara Valentini
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Theoretical Framework ◽  
Crisis Response ◽  
The Body ◽  
Research Approach ◽  
Crisis Communications ◽  
Content Type ◽  
Response Strategies ◽  
Body Of Knowledge

Purpose – The aim of this paper is to develop and test a theoretical framework, grounded in managerial and organisational theories of dialogue, through which organisations can take decisions in relation to the most appropriate crisis response strategies for handling social media stakeholders. Design/methodology/approach – The theoretical framework is developed through a conceptual analysis of literature on dialogue, social media and crisis communication. The theoretical framework is then tested in eight different international organisations experiencing a crisis. For each case, different web contents, such as organisations' status updates/posts, links, videos published on Facebook, Twitter, and YouTube, were analysed using a rhetorical research approach. Findings – The analysed organisations apply different online dialogue strategies according to crisis types and in combination with specific crisis response strategies. Most of the organisations investigated carry on those dialogue strategies suitable to develop consensus (concertative), guide conversations on specific topics or issues (framing), find solutions to the crisis collectively (transformative). Concertative strategies were often associated with informative crisis response strategies, framing strategies with denial and justification crisis response strategies and transformative strategies with corrective actions. Research limitations/implications – By using a dialogic perspective in setting up online conversations with their external stakeholders, the paper proposes a theoretical model to explain companies' decisions in carrying on online dialogues during critical situations and thus contribute to the body of knowledge on online crisis communications. Practical implications – The proposed model can support crisis communicators to manage dialogue's aims and dimensions differently by taking into account both contextual and situational conditions. Originality/value – By integrating management studies on dialogue into crisis communication and social media literature, the authors intend to offer an alternative thinking of organisations' decision-making in relation to crisis response strategies and social media stakeholders.

scholarly journals Covid-19 Crisis Communication Management in Morocco: Investigating Male and Female Publics’ Perceptions and Assessments of Moroccan Public Authorities’ Crisis Response Strategies

2021 ◽  
Vol 2 (2) ◽  
pp. 1-11
Author(s):  
Hanane Aboulghazi
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Strategies ◽  
Crisis Response ◽  
Political Leaders ◽  
Communication Management ◽  
Public Authorities ◽  
Male And Female ◽  
Response Strategies ◽  
Internet Users

The present research paper examines how Moroccan political public authorities’ communication strategies influence Moroccan male and female publics’ feedback, and the perception of government’s crisis response strategies in light of a new atmosphere, a new condition at the pandemic time of the coronavirus Covid-19. The  data is collected  from 132 Moroccan internet users via online survey. It was conducted between May and June, 2020, after the declaration of the state of emergency, the present study gathered concrete information and viewpoints regarding Moroccan male and female internet users’ feedback about political leaders’ communication strategies, trust in different sources and media channels, and perception of the Moroccan political leaders’ crisis communication management.  The findings of the study have revealed that younger male and female publics, who got news from social media, had negative views of authority messages, and expressed more negative opinions of the government’s crisis response and communication strategies as weeks went by. Therefore, trust in public authorities’ decreased as the crisis evolves. Other age group, 60 years or older of the respondents get information about the crisis from institutional political sources and mainstream news media, which have been more aligned with authorities’ information at the start of the health crisis. In addition, women have used multiple media platforms, but they have less direct access to information than do men. While some  progress has been made in  women’s political use of information and news consumption during the outbreak on social media,  on  the  overall,  the  participation  of  women  in both feedback and news consumption is still very limited in Morocco.

scholarly journals Social Media and COVID-19: a global study of digital crisis interaction among Gen Z and millennials

2021 ◽  
Author(s):  
Ingrid Volkmer
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
World Health ◽  
Response Strategies ◽  
The Social ◽  
Media Space ◽  
Continuous Interaction ◽  
Health Organization ◽  
Health Experts

The COVID-19 pandemic is revealing that global big tech platforms and social media are core sites for continuous engagement with crisis content for young citizens. This study included twenty-four countries from all continents at the time of the heightened COVID-19 crisis, and our survey targeted 18-40 year olds, Millennials and Gen Zs – overall n = 23,483 respondents. Outcomes show that for young citizens across continents, crisis communication is not just about press briefings. Instead, crisis communication is continuous interaction and engagement across their multiple source environments. Young citizens navigate social media, national media, search sites and messaging apps, they engage with peer communities, science and health experts and – across all countries – substantially with the social media content of the World Health Organization (WHO). Overall, they create their own individual crisis narrative based on the sources they use and the insights they select. This report outlines these new crisis communication dimensions within a transnational social media space and offers numerous suggestions for incorporating social media in crisis response strategies.

Role of Social Media in Terrorism Crisis Communication

2019 ◽  
Vol 11 (1) ◽  
pp. 65-82
Author(s):  
Stephen Gichuhi Kimotho ◽  
Carolyne Nyaboe Nyarang'o
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Intangible Asset ◽  
Response Strategies ◽  
Media Platform ◽  
The Government ◽  
Use Of Social Media

Terrorism targeting corporate bodies remains one the greatest risks to the most critical intangible asset of any organization: reputation. Thus, effective crisis communication is critical during and after terror crisis to mitigate further damage on the reputation. To date, many studies around the globe have tended to focus on the role of the traditional media during terror crisis, paying minimal attention to organisations' use of social media during terror crisis. Using a descriptive qualitative case study, this study examined the role of social media during 2013 Westgate Mall terror attack, in Nairobi, Kenya. Findings revealed that the Interior Ministry (IM) used Twitter as the preferred social media platform to communicate with various stakeholders. Accommodative crisis response strategies were the most used by the IM. However, the ministry was plagued with inaccuracies and inconsistencies in its responses on social media compromising reputation of the government further. Balancing the need for speedy response, accuracy and consistency, remained the greatest challenge for the IM.

Role of Social Media in Terrorism Crisis Communication

2021 ◽  
pp. 155-174
Author(s):  
Stephen Gichuhi Kimotho ◽  
Carolyne Nyaboe Nyarang'o
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Intangible Asset ◽  
Response Strategies ◽  
Media Platform ◽  
The Government ◽  
Use Of Social Media

Terrorism targeting corporate bodies remains one the greatest risks to the most critical intangible asset of any organization: reputation. Thus, effective crisis communication is critical during and after terror crisis to mitigate further damage on the reputation. To date, many studies around the globe have tended to focus on the role of the traditional media during terror crisis, paying minimal attention to organisations' use of social media during terror crisis. Using a descriptive qualitative case study, this study examined the role of social media during 2013 Westgate Mall terror attack, in Nairobi, Kenya. Findings revealed that the Interior Ministry (IM) used Twitter as the preferred social media platform to communicate with various stakeholders. Accommodative crisis response strategies were the most used by the IM. However, the ministry was plagued with inaccuracies and inconsistencies in its responses on social media compromising reputation of the government further. Balancing the need for speedy response, accuracy and consistency, remained the greatest challenge for the IM.

scholarly journals The Tourism Sector Government Crisis Communication at the Beginning of the Covid-19 Pandemic: Strategies for Utilizing Instagram Social Media

2021 ◽  
Vol 8 (12) ◽  
pp. 274
Author(s):  
Hikmawan Ali Nova ◽  
Andre Novie Rahmanto ◽  
Sudarmo Sudarmo
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Creative Economy ◽  
Data Presentation ◽  
The Public ◽  
Response Strategies ◽  
Tourism Sector ◽  
Qualitative Descriptive ◽  
The Government

This study aims to find out how the strategy used by the Government of Indonesia, in this case the Ministry of Tourism and Creative Economy (MoTCE), in utilizing Instagram social media as a means of communication for the tourism sector crisis in the early days of the Covid-19 pandemic in March 2020. This study uses a qualitative descriptive content analysis to describe the strategies used by MoTCE in using Instagram account @kemenparekraf.ri, by first mapping all posts for one month for later analysis. This study also uses the concept of crisis response strategies representing the actual responses that organizations use to overcome crises where crisis response strategies involve words (verbal aspects) and actions (nonverbal aspects) that are directed by organizations towards crises (Allen & Caillouet, 1994 and Benoit, 1995 in Coombs, 2015). The validity of the data in the study was carried out by analyzing data in the form of data reduction, data presentation and drawing conclusions. The result of the research is that various topics/themes are raised in response to various events related to Covid-19, the use of certain hashtags, policies that have been taken and campaigns that have been carried out consistently conveyed to the public regarding Covid-19, as well as a timeline of events that can be concluded as important efforts that have been carried out by MoTCE at the beginning of the Covid-19 pandemic.

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.

scholarly journals Social Media Crisis Communication Model for Building Public Resilience: A Preliminary Study

2021 ◽  
pp. 245-256
Author(s):  
Umar Ali Bukar ◽  
Marzanah A Jabar ◽  
Fatimah Sidi ◽  
Rozi Nor Haizan Nor ◽  
Salfarina Abdullah
Keyword(s):  
Social Media ◽  
Regression Model ◽  
Crisis Communication ◽  
Preliminary Investigation ◽  
Crisis Response ◽  
Kappa Statistics ◽  
Communication Model ◽  
Dynamic Feature ◽  
Consistency Requirement ◽  
Process Macro

There is an ongoing discussion about the effectiveness of social media usage on the ability of people to recover from the crisis. However, the existing social media crisis communication models could not address the dynamic feature of social media users and the crisis, respectively. Therefore, the objective of this study is to conduct a preliminary investigation of the social media crisis communication model for building public resilience. Thus, 34 items were generated from the literature concerning the crisis, crisis response, social interaction, and resilience. The items were validated by three experts via content validity index and modified kappa statistics. After passing the validation test, the instruments were pre-tested by 32 participants. The reliability of the items was analyzed using Cronbach’s alpha. Also, the model fits and mediation were examined by the regression model, and the hypotheses were independently assessed in process macro models. Based on the result obtained, each of the constructs satisfied the internal consistency requirement; crisis (0.743), crisis response (0.724), social media interaction (0.716), and resilience (0.827). Furthermore, the result also indicates that the regression model is a good fit for the data. The independent variables statistically significantly predict the dependent variable, p < 0.05. Also, the result of the process macro models indicates that all the hypotheses are independently supported.

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