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.

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.

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.

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.

scholarly journals Focusing on the “Public” in Public Relations: The Importance of Person-Centered Messages (PCMs) in Crisis Communication on Twitter

2021 ◽  
Vol 4 ◽  
pp. 93-128
Author(s):  
Soo Kwang Oh ◽  
Kyung-Hyan Yoo ◽  
Jennifer Owlett
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Theoretical Frameworks ◽  
Situational Crisis Communication Theory ◽  
The Public ◽  
Crisis Type ◽  
Interdisciplinary Study

Based on the theoretical frameworks of situational crisis communication theory (SCCT) and person-centered messages (PCMs), this interdisciplinary study conducted a 2 x 3 experiment to examine the role of PCMs in crisis management on social media. Our findings suggest that crisis type (victim, preventable) has an effect on people’s perceptions/reactions toward an organization and that PCM levels (low, medium, and high person-centered messages) in crisis communication on social media influence organizational reputation and participants’ intention to post negative feedback about the organization in crisis. We suggest that when organizations are responding to crisis online, they provide additional attention to the interpersonal dynamics of those interactions. Theoretical and practical implications are discussed.

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.

The impact of digitalization on business models

2018 ◽  
Vol 20 (2) ◽  
pp. 105-124 ◽  
Author(s):  
Harry Bouwman ◽  
Shahrokh Nikou ◽  
Francisco J. Molina-Castillo ◽  
Mark de Reuver
Keyword(s):  
Social Media ◽  
Big Data ◽  
Case Studies ◽  
Business Performance ◽  
Business Models ◽  
Positive Impact ◽  
Organizational Factors ◽  
Content Type ◽  
Use Of Social Media ◽  
The Impact

Purpose This paper aims to explore how digital technologies have forced small- to medium-sized enterprises (SMEs) to reconsider and experiment with their business models (BMs) and how this contributes to their innovativeness and performance. Design/methodology/approach An empirical study has been conducted on 338 European SMEs actively using social media and big data to innovate their BMs. Four in-depth case studies of companies involved in BM innovation have also been carried out. Findings Findings show that the use of social media and big data in BMI is mainly driven by strategic and innovation-related internal motives. External technology turbulence plays a role too. BMI driven by social media and big data has a positive impact on business performance. Analysis of the case studies shows that BM is driven by big data rather than by social media. Research limitations/implications Research into big data- and social media-driven BMs needs more insight into how components are affected and how SMEs are experimenting with adjusting their BMs, specifically in terms of human and organizational factors. Practical implications Findings of this study can be used by managers and top-level executives to better understand how firms experiment with BMI, what affects business model components and how implementation might affect BMI performance. Originality/value This paper is one of the first research contributions to analyse the impact of digitalization, specifically the impact of social media and big data on a large number of European SMEs.

Commentary—Space is Hard: Using Social Media for Selective Investigative Disclosure as a Multi-faceted Crisis Communication Strategy to Achieve Technical Transparency

2021 ◽  
pp. 232948842097860
Author(s):  
Eric D. Waters ◽  
Scott C. D’Urso
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Theory ◽  
High Reliability ◽  
Crisis Response ◽  
Communication Strategy ◽  
Reputation Management ◽  
Response Options ◽  
Situational Crisis Communication Theory

In this commentary, we note that situational crisis communication theory (SCCT) provides useful guidelines for an organization to protect its reputation during a crisis. However, when a high reliability organization (HRO) faces a crisis, openness often supersedes reputation management as a priority as maintaining the public’s trust is paramount. Unfortunately, SCCT in its present form does not account for this distinction. With the present research, we seek to extend SCCT by offering additional crisis response options for HROs which further explicate the evolving role of social media in providing an effective crisis response. A content analysis of 18 tweets and eight website updates, released by a private spaceflight corporation, allows us to offer investigative disclosure as a new crisis response category and technical transparency as a new crisis response objective. We propose a nuanced view that situates investigative disclosure as an antecedent to corrective action.

Restaurant social media usage in China

2015 ◽  
Vol 7 (3) ◽  
pp. 251-265 ◽  
Author(s):  
Richard Ghiselli ◽  
Jing Ma
Keyword(s):  
Social Media ◽  
Consumer Preferences ◽  
Payment Systems ◽  
Strategic Choices ◽  
Content Type ◽  
Chinese Context ◽  
Media Usage ◽  
Special Events ◽  
Computer Mediated ◽  
Use Of Social Media

Purpose – The purpose of this paper is to examine the use of social media by restaurants in China and the extent to which consumers are using it to obtain information about dining options. Design/methodology/approach – A questionnaire for consumers was developed and social media usage data were collected from restaurants; the results were compared to determine whether there is a difference between practices and preferences. Findings – Based on the results of this paper, restaurants may want to consider committing resources and efforts to improve their presence on Dianping, Baidu and Meituan, and to utilize WeChat. Also, they may want to send non-personalized updates, especially coupons, discounts and information about special events, through the above-mentioned channels two to three times a month. Additionally, restaurants may want to improve engagement with frequent users so that they will recommend to others. Finally, restaurants may want to evaluate and invest in online ordering and payment systems if they haven’t done so already. Research limitations/implications – Strategic choices should be based on understanding of consumers. Unless the gaps between practices and preferences are identified and understood, restaurant companies may not be able to use social media effectively and efficiently. Originality/value – China’s social media market – the largest in the world – differs considerably from other countries; it presents unique opportunities and challenges. Social media is always a function of the technology, culture and government of a particular country or context; for this reason, it is very important to study social media in its “context”. While the need is pressing, there are limited studies on restaurant consumer preferences in a computer-mediated environment, not to mention in the Chinese context. This study examined consumer preferences and potential gaps between preferences and practices in the Chinese context; the results will help to direct restaurants in China to make better use of social media.

Unearthing the Facets of Crisis History in Crisis Communication: A Conceptual Framework and Introduction of the Crisis History Salience Scale

2021 ◽  
pp. 232948842098876
Author(s):  
LaShonda L. Eaddy
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Influential Factors ◽  
Strategy Development ◽  
Crisis Communications ◽  
Responsibility Attribution ◽  
Performance History ◽  
Situational Crisis Communication Theory ◽  
Relationship History ◽  
Insight Into

Coombs’s Situational Crisis Communication Theory suggests performance history, composed of relationship history and crisis history, intensify crisis responsibility attribution. Relationship history is organizations’ actual and perceived rapport with publics, while crisis history is an organization’s previous crises. Extant literature has only examined crisis history one-dimensionally. This study proposes the Crisis History Framework that provides insight into influential factors that can make crises more or less salient to individuals. Furthermore, the study introduces the Crisis History Salience Scale that can help crisis communications scholars conduct empirical research examining crisis history’s multiple facets. Moreover, the study offers suggestions for how crisis history considerations can inform proactive crisis management, key messaging, and strategy development during crises.

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