Destinations’ response to terrorism on Twitter

2018 ◽  
Vol 4 (4) ◽  
pp. 495-512 ◽  
Author(s):  
Danielle Barbe ◽  
Lori Pennington-Gray ◽  
Ashley Schroeder
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Terrorist Attack ◽  
Communication Strategies ◽  
Online Communication ◽  
Web Browser ◽  
Recovery Stage ◽  
Content Type ◽  
Browser Extension ◽  
Destination Management Organizations

Purpose The purpose of this paper is to understand the online communication strategies used by destination management organizations (DMOs) during a terrorist attack. In particular, this study analyzes Twitter use during seven terrorism incidents in six European cities (Paris, Brussels, Nice, Berlin, London and Barcelona) between 2015 and 2017. Design/methodology/approach Twitter content was collected via NCapture, a web browser extension of NVivo, one week prior to the attacks, the day of, and two weeks following to determine the timeframe in which DMOs communicated about the crisis, the types of messages being communicated, and whether these messages are effective. This study uses Coombs’ Situational Crisis Communication Theory as a guide to analyzing the effectiveness of the crisis communication strategies. Findings The findings of this paper indicate that DMOs are not effectively using Twitter during a terrorist attack. Few tweets relating to the attacks provided tourists with information regarding their safety, with the remaining only communicating as victims. Many DMOs went offline in the days immediately following the attacks and each DMO’s crisis communication on Twitter only lasted up to one week following the attacks. Originality/value This study provides insight into the ways DMOs are using social media for crisis communication. These results inform DMOs on their responsibility in communicating information during a terrorist attack. Messages of support are useful in the recovery stage, but tourists need information on how to stay safe and Twitter is often the first source people go to for information (Simon et al., 2014).

Coping with the milk scandal

2018 ◽  
Vol 22 (4) ◽  
pp. 432-450 ◽  
Author(s):  
Li Zeng ◽  
Lijie Zhou ◽  
Po-Lin Pan ◽  
Gil Fowler
Keyword(s):  
Food Safety ◽  
Crisis Management ◽  
Crisis Communication ◽  
Communication Theory ◽  
Communication Strategies ◽  
Current Status ◽  
Management Approach ◽  
Content Type ◽  
Government Relations ◽  
Social And Cultural Factors

Purpose The purpose of this paper is to examine crisis communication strategies used by four leading Chinese milk companies at various crisis stages to cope with the largest food safety crisis in China. Approaching the interplay between the situational crisis communication theory (Coombs, 2007) and the image restoration theory (Benoit, 1995), the study attempted to understand the importance of crisis management at various crisis stages by comparing crisis communication strategies used by surviving and thriving companies with those by the company that failed. Design/methodology/approach Dividing a crisis management process into three stages, a content analysis was conducted to analyze five major crisis communication strategies – evasion of responsibility, rebuilding, bolstering, endorsement of outside experts and government relations – used by Chinese milk companies at various crisis stages. Findings The study demonstrated that Sanlu, which went bankrupt as a result of the scandal, predominately took the Chinese crisis management approach. The other three companies that survived the scandal employed western crisis communication strategies, although with distinct Chinese characteristics. Specifically, all four companies employed similar strategies during the pre-crisis stage – keeping silent/covering-up. During the crisis stage, strategies varied dramatically as companies became involved – looking for government protection and apologizing, while survivors tended to adopt a widely used western strategy – bolstering at the post-crisis stage. Practical implications The examination of crisis communication strategies at various crisis stages may shed some light on how effectively Chinese companies and possibly international companies in China can manage future crises that share similar profiles as this milk scandal and further call for attention to scrutinize the social responsibility of corporate citizens in China. Originality/value This study would fill the vacancy in research by investigating crisis communication strategies used in the largest food safety crisis in China. The findings provide insight for understanding the current status of crisis communication strategies and management within a Chinese matrix of political, social and cultural factors.

How do CEOs communicate on Twitter? A comparative study between Fortune 200 companies and top startup companies

2019 ◽  
Vol 24 (3) ◽  
pp. 532-552 ◽  
Author(s):  
Cen April Yue ◽  
Patrick Thelen ◽  
Katy Robinson ◽  
Linjuan Rita Men
Keyword(s):  
Social Presence ◽  
Public Engagement ◽  
Chief Executive Officers ◽  
Communication Theory ◽  
Negative Binomial ◽  
Communication Strategies ◽  
Chief Executive ◽  
Total Sample ◽  
Dialogic Communication ◽  
Content Type

Purpose The purpose of this paper is to compare Fortune 200 and top startup chief executive officers’ (CEOs) communication strategies on Twitter and the effectiveness of these strategies in influencing public engagement. Specifically, guided by the dialogic communication theory and social presence theory, this study explored CEOs’ use of dialogic communication, social presence strategies and message tactics. Additionally, public engagement on Twitter measured by total number of likes, retweets and comments was associated with communication strategies utilized by CEOs. Design/methodology/approach This study employed the quantitative content analysis. A total sample of 720 posts from 36 CEOs were selected and analyzed. Drawing from prior studies, a coding scheme was developed and employed during the coding process. Two authors of this study served as coders and reached satisfactory inter-coder reliability. A series of χ2 tests and negative binomial regressions were conducted for data analysis. Findings Neither Fortune 200 CEOs nor top startup CEOs fully utilized dialogic principles for Twitter communication. Although Fortune CEOs seemed to be experts in strategically tailoring messages and therefore present themselves on Twitter in a friendly manner, startup CEOs demonstrated a higher level of authenticity, animation and informality. Findings are mixed regarding the direction of associations between dialogic principles and public engagement. Originality/value This study expands the application of dialogic principles in examining online executive communication and its influence in public engagement on Twitter. This study was among the first that examined executive leadership communication in the context of social media setting. In this sense, the study shifted the internal focus of leadership research to investigating leaders’ interaction with a variety of online publics.

scholarly journals When is silence golden? The use of strategic silence in crisis communication

2019 ◽  
Vol 24 (1) ◽  
pp. 162-178 ◽  
Author(s):  
Phuong D. Le ◽  
Hui Xun Teo ◽  
Augustine Pang ◽  
Yuling Li ◽  
Cai-Qin Goh
Keyword(s):  
Crisis Communication ◽  
English Language ◽  
Communication Theory ◽  
Crisis Response ◽  
Organizational Image ◽  
Content Type ◽  
Response Strategies ◽  
Image Repair Theory ◽  
Future Events

Purpose Scholars have discouraged using silence in crises as it magnifies the information vacuum (see Pang, 2013). The purpose of this paper is to argue for its viability and explore the type of silence that can be used. Design/methodology/approach Eight international cases were analyzed to examine how silence was adopted, sustained and broken. Findings The findings uncovered three intention-based typologies of strategic silence: delaying, avoiding and hiding silences. Among such, avoiding/hiding silence intensified crises and adversely affected post-silence organizational image when forcefully broken, while delaying silence helped preserve/restore image with primary stakeholders if successfully sustained and broken as planned. Research limitations/implications First, these findings may lack generalizability due to the limited number of cases studied. Second, local sentiments may not be fully represented in the English-language news examined as they may be written for a different audience. Finally, a number of cases studied were still ongoing at the time of writing, so the overall effectiveness of the strategy employed might be compromised as future events unfold. Practical implications A stage-based practical guide to adopting delaying silence is proposed as a supporting strategy before the execution of crisis response strategies. Originality/value This is one of the few studies to examine the role of silence in crisis communication as silence is not recognized as a type of response in dominant crisis theories – be it the situational crisis communication theory or the image repair theory (An and Cheng, 2010; Benoit, 2015; Benoit and Pang, 2008; Xu and Li, 2013).

Crisis communication and terrorism: the Norway attacks on 22 July 2011

2014 ◽  
Vol 19 (1) ◽  
pp. 52-63 ◽  
Author(s):  
Jesper Falkheimer
Keyword(s):  
Public Relations ◽  
News Media ◽  
Crisis Communication ◽  
Media Coverage ◽  
Communication Theory ◽  
Secondary Data ◽  
Strategic Communication ◽  
Linear Process ◽  
Media Analysis ◽  
Content Type

Purpose – The aim of this paper is two-fold: to describe and to consider the implications of the synthesis between terrorism, the media and strategic communication, using the Norway attacks as an example; and to describe and analyze the challenges and execution of crisis communication during and after the Norwegian attacks. Design/methodology/approach – The article is based on earlier research and secondary data (an extensive assessment made by the Norwegian police authority in 2012), as well as a minor media analysis focusing on representation of the perpetrator. An interview with two high-ranking communication officials working for the crisis management coordination secretariat in Norway has served as supplementary material. Findings – The crisis challenged the linear process of standard planning and information transmission. The terrorist attacks in Norway and how they were framed, especially before the perpetrator was identified, are linked to a global discourse on terrorists, and demonstrate the need for developing specific terrorism crisis communication theory. The news media coverage gave the perpetrator and his political messages publicity, but more as a lone disturbed individual, associated with school shootings more than with terrorism. There is a need for increased knowledge about terrorism as strategic communication or public relations. The variety among stakeholders and the increased possibilities for terrorists to control and plan their communications in have implications during all phases of a crisis. New strategies and tactics that oppose and defeat the terrorist's communication goals must be developed. Originality/value – The article views terrorism from a communication perspective and develops important questions about the relationship between terrorism, media, strategic communication and crisis communication.

Using situational crisis communication theory to understand Orlando hotels’ Twitter response to three crises in the summer of 2016

2018 ◽  
Vol 1 (3) ◽  
pp. 258-275 ◽  
Author(s):  
Danielle Barbe ◽  
Lori Pennington-Gray
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Media Coverage ◽  
Communication Theory ◽  
Organizational Factors ◽  
Content Type ◽  
Situational Crisis Communication Theory ◽  
Mass Shooting ◽  
Organization Framework ◽  
Use Of Social Media

Purpose The purpose of this paper is to assess the crisis communication strategies implemented by hotel and lodging organizations via social media. Specifically, this study analyzed Twitter content by hotels in Orlando, Florida during the summer of 2016 when several crises occurred that made global media coverage, including the alligator snatching on Disney property, the mass shooting at Pulse nightclub and growing concerns of Zika virus. Design/methodology/approach To understand crisis communication in the hotel industry, this study was guided by the technology-environment-organization framework and situational crisis communication theory (SCCT). Twitter content between June 1 and August 31, 2016 from Orlando hotels was collected and content analyzed to determine: was the message related to the crisis event, the SCCT strategy used and the influence of hotel organizational factors (ownership, size, classification) on the use of social media for crisis communication. Findings Results indicate that most hotels are not currently using Twitter as a form of crisis communication. Only the shooting at Pulse Nightclub was communicated and the SCCT bolster strategy was used throughout each of the crisis-related message, reminding stakeholders that they too are a victim. Originality/value This study provides insight into the ways hotels are using social media for crisis communication. Each crisis explored was different, and while the hotels were not responsible for creating the crises, they are responsible for the safety of guests. These results inform hoteliers that there is a responsibility to communicate during a crisis, particularly for informative purposes.

scholarly journals Crisis Communication on Social Media: What Types of COVID-19 Messages Get the Attention?

2021 ◽  
pp. 193896552110281
Author(s):  
Linchi Kwok ◽  
Jungwoo Lee ◽  
Spring H. Han
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Theory ◽  
Communication Strategies ◽  
Descriptive Analysis ◽  
Test Analysis ◽  
Situational Crisis Communication Theory ◽  
Internet Users ◽  
Hotel Chains ◽  
Post Hoc

This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that hotels shared five types of COVID-19 ( Prevention, Reminding, Ingratiation, Victimage, and Updates) versus Non-COVID-19 messages. Descriptive analysis and a series of t test, analysis of variance, and post hoc analyses reveal that hotels did not share any COVID-19 information until March 2020. Moreover, COVID-19 messages only accounted for about 20% of all messages, among which hotels shared Ingratiation and Updates messages most often. COVID-19 messages received more reactions, comments, and shares/retweets than Non-COVID-19 messages on both Facebook and Twitter, indicating the attention paid to the COVID-19 messages posted on a business’ social media page, which can help businesses spread the information in their networks. Specifically, Prevention, Reminding (although underused), Ingratiation, Updates, and messages with photos and videos received more attention. Such findings extend the crisis communication literature and help businesses develop effective communication strategies to engage their stakeholders on social media during the pandemic.

Understanding the contribution of effective communication strategies to program performance in humanitarian organizations

2017 ◽  
Vol 7 (2) ◽  
pp. 126-151 ◽  
Author(s):  
Sebastián Villa ◽  
Paulo Gonçalves ◽  
Tonny Villy Odong
Keyword(s):  
Communication Theory ◽  
Communication Strategies ◽  
Effective Communication ◽  
Lessons Learned ◽  
Equation Modeling ◽  
Content Type ◽  
Humanitarian Organizations ◽  
Procedure Guidelines ◽  
The Impact

Purpose The purpose of this paper is to employ concepts drawn from communication theory to develop a structural model that it is hoped will improve the understanding of the impact of effective communication mechanisms on the performance of humanitarian organizations. Design/methodology/approach The research is based on a case study of a single humanitarian organization. The authors designed a cross-sectional study, collecting data using structured questionnaires and interviews. Structural equation modeling was used to test and estimate the model. Findings Estimations show that the proper design of internal manuals and procedure guidelines, coupled with formal strategies to foster stakeholder dialogue in organizations and increase the perceived performance of humanitarian programs. Practical implications The paper discusses the importance of designing effective communication strategies that permit humanitarian organizations to use their communication channels properly and improve operations based on lessons learned and the concerns of stakeholders. Originality/value This paper builds on the foundations provided by communication theory to develop a model that explains how communication affects performance in humanitarian organizations. The study further builds on a case study to test the theoretical model.

Workplace Cyberbullying and Online Harassment as an Organizational Threat

2021 ◽  
pp. 176-196
Author(s):  
Rhiannon B. Kallis ◽  
Andrea L. Meluch
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Theory ◽  
Online Communication ◽  
Working Environment ◽  
Organizational Response ◽  
Online Behavior ◽  
Online Harassment ◽  
Situational Crisis Communication Theory ◽  
Healthy Working

With the continued growth of social media use and the development of online communication, organizations now face the challenge of maintaining a healthy working environment offline and online. Cyberbullying, online harassment, and inappropriate online content posted by employees, CEOs, social media managers, and other users can all lead to organization crises. This chapter defines types of harmful online communication, such as cyberbullying, trolling, and online harassment; explores online harassment through the lens of situational crisis communication theory; provides case studies of employees, CEOs, social media managers, and other users who engaged in inappropriate online behavior; and offers solutions and recommendations for organizational response and employee social media training.

Segmenting consumers for food defense communication strategies

2009 ◽  
Vol 39 (5) ◽  
pp. 365-403 ◽  
Author(s):  
Dennis Degeneffe ◽  
Jean Kinsey ◽  
Thomas Stinson ◽  
Koel Ghosh
Keyword(s):  
Supply Chain ◽  
Hurricane Katrina ◽  
Information Needs ◽  
Terrorist Attack ◽  
Communication Strategies ◽  
Lessons Learned ◽  
Research Approach ◽  
Private Industry ◽  
Content Type ◽  
The Impact

PurposeIn the light of lessons learned from recent disasters (The London subway bombings, and Hurricane Katrina), it has become increasingly clear that supply chain partners as well as government agencies need to be prepared to communicate effectively to consumers and customers before, during and after a disaster. Effective communication can minimize confusion and harm to company reputations, to consumers, the economy and the nation. Incorporating consistent communications into supply chain management (SCM) plans used by all parties in the supply chain will enhance competitiveness of the whole chain and speed recovery from potentially disastrous events. Findings from a national survey of consumer's attitudes about terrorism provide information about the development of targeted and effective communications.Design/methodology/approachBased on a survey of more than 4,000 US consumers, this study used “predictive segmentation” which consists of a canonical factor analysis relating general consumer attitudes and values to their more specific fears and concerns about terrorism. A clustering of consumers then identifies six diverse consumer segments providing a framework for the development of communication strategies.FindingsResults from this study demonstrate that people can be grouped based on their general attitudes and values in such a way that their diversity can be captured in a simple framework of segments each reflecting striking differences in the level of concern over potential terrorist attacks.Practical implicationsGuidance is offered for the development of communication strategies based on the information needs and media behavior of each consumer segment to mitigate the impact of a potential terrorist attack or catastrophic food safety breaches. It provides practical and logical extension of former studies that suggest incorporating consumers, attitudes into SCM and business continuity plans.Originality/valueThis study leverages a common and proven marketing research approach – segmentation – used in private industry for the marketing of goods and service. It applies this method to defining segments of consumers based on their attitudes and concerns about terrorism that will be useful in supply chain communication management.

Scansis as a unique crisis type: theoretical and practical implications

2019 ◽  
Vol 23 (1) ◽  
pp. 72-88 ◽  
Author(s):  
W. Timothy Coombs ◽  
Elina R. Tachkova
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Corrective Action ◽  
Short Term ◽  
Content Type ◽  
Response Strategies ◽  
Crisis Type ◽  
Practical Implications

PurposeThe purpose of this paper, a set of two studies, is to elaborate on the concept of scansis and its effects upon crisis communication theory and practice. A scansis represents the intersection of a scandal and crisis, essentially when a crisis becomes a scandal. A new term was created due to the varied ways in which the term scandal is used and misused. The effects of scansis on crisis communication are examined through two studies. A scansis is unique because it creates moral outrage and is a function of a perception of injustice coupled with greed.Design/methodology/approachExperimental design is used in both studies to test for the effects of specific crisis response strategies used during a scansis. The crisis response strategies were manipulated to determine whether or not corrective action with moral recognition is more effective at helping organizations during a crisis than those crisis response strategies that do not contain a moral component.FindingsThe two studies found no short-term effect for crisis responses during scansis. This included no difference between corrective action with moral recognition and the other three response conditions for the short-term factors of organizational reputation, negative word-of-mouth intentions, purchase intentions and anger. However, Study 2 found that corrective action with moral recognition was perceived as the most empathetic response and created the lowest levels of moral outrage. The authors postulate that corrective action with moral recognition has a long-term effect after a scansis by creating a positive response that moves organizations away from being stigmatized.Research limitations/implicationsThe results raise questions about the current configuration of the intentional crisis cluster articulated in situational crisis communication theory (SCCT). When just consider assessments crisis responsibility, a scansis would be part of the preventable crisis cluster. However, the evaluation of justice and greed suggest a scansis may be a unique crisis type that does not fit within the intentional crisis cluster and the prescribed short-term effects of crisis response strategies recommend by SCCT. The scansis establishes a boundary condition for the limits of crisis response strategies on short-term effects such as reputation and purchase intention. These findings require us to rethink elements of current crisis communication theory.Practical implicationsThe lack of short-term benefits should not be an argument for abandoning accommodative crisis response strategies. Practitioners need to realize the limits of crisis response strategies for creating short-term benefits and think about the potential long-term benefits offered by crisis response strategies.Originality/valueScansis is a new concept for crisis communication and provides a link between the crisis communication and organizational stigma literatures. The two studies are the first attempts to empirically examine scansis and opens new avenues of thinking and research for crisis communication and organizational stigma researchers.

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