Social media crisis management: Aligning corporate response strategies with stakeholders’ emotions online

2017 ◽  
Vol 26 (2) ◽  
pp. 295-305 ◽  
Author(s):  
Clémence Vignal Lambret ◽  
Edgard Barki
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Corporate Response ◽  
Response Strategies

When Consumers' Complaints Fall Into Public Domain

2020 ◽  
pp. 124-137
Author(s):  
Daniela Langaro ◽  
Sandra Maria Correia Loureiro ◽  
André Soares
Keyword(s):  
Social Media ◽  
Sentiment Analysis ◽  
Crisis Management ◽  
Service Recovery ◽  
Public Domain ◽  
Hybrid Form ◽  
Response Strategies ◽  
Customer Care ◽  
Recovery Strategies

Despite previous studies having revealed that the content created by users in social media is predominantly positive, recent studies have challenged this understanding revealing by means of sentiment analysis the predominance of negative and neutral brand related content. The current chapter focuses on the new hybrid form of negative e-WOM in which individual´s complaints are directed at firms, which were originally limited to the domain of offline customer care teams. Thus, previous studies are reviewed from the area of crisis management and service recovery strategies with the intent to offer a relevant scope of theoretical propositions that may be considered by managers and researchers while preparing response strategies to deal with this new hybrid form of negative e-WOM. In total, eight theoretical propositions are presented and organized in three groups of guidelines associated to responses´ format, content, and context with fait-holders and hate-holders being considered as part of the negative e-WOM rhetoric.

Patanjali Ayurved Limited’s Skin Ailment Advertisement: What Have We Learnt?

2020 ◽  
pp. 231971452092517
Author(s):  
Vinod Kumar ◽  
Vandana ◽  
Moulik Wason
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Management Strategy ◽  
Communication Strategy ◽  
Negative Response ◽  
Young Generation ◽  
Marketing Communication ◽  
Print Advertisement ◽  
Dark Complexion ◽  
Media Channels

On 7 January 2018, Patanjali Ayurved Limited (PAL) published a print advertisement (ad) mentioning dark complexion as a skin ailment. This ad caught the eye of the young generation of India who is intolerant towards any kind of discrimination. People started giving their opinion about this ad and the issue was picked on social media channels such as Twitter, online blogs, news sites, etc. Users of social media clearly expressed their unacceptance towards the content of the ad. PAL tried to pacify the crowd by sending their spokesperson’s reply on Twitter. Seeing the continuous negative response, Baba Ramdev, co-founder and brand ambassador of PAL, responded on the next day in order to bring the situation under control. In such a scenario, PAL is analysing the entire incident and planning to revisit its marketing communication strategy. PAL is thinking not only to avoid such a situation but also to devise a better crisis management strategy for the future.

Impact of social media in security and crisis management: a review

2015 ◽  
Vol 11 (2) ◽  
pp. 105 ◽  
Author(s):  
J.L. Wybo ◽  
F. Fogelman Soulié ◽  
C. Gouttas ◽  
E. Freyssinet ◽  
P. Lions
Keyword(s):  
Social Media ◽  
Crisis Management

scholarly journals Conflict and chaos: A case study of Ireland’s COVID-19 outbound travel market

2021 ◽  
Vol 35 (3) ◽  
pp. 87-108
Author(s):  
Tony Johnston
Keyword(s):  
Public Health ◽  
Social Media ◽  
Crisis Management ◽  
Consumer Confidence ◽  
Operational Decisions ◽  
Societal Factors ◽  
Mainstream Media ◽  
Travel Industry ◽  
Desk Research

During the COVID-19 pandemic the international outbound travel market from Ireland collapsed, declining at one point by 94%. This case study paper explores the environment which framed the collapse in travel, positioning it as one of conflict and chaos. The main objective is to document and analyse the legal, industry and societal factors which may have contributed to the collapse, identifying the key regulations, decisions, metrics, and societal responses, and exploring their intersection with outbound tourism. Three areas of inquiry are explored, namely: 1) the legal instruments used by government to restrict travel, 2) operational decisions made by industry, and 3) societal and media response to the pandemic. Three findings are presented from the desk research. First, it is suggested that the conflicting agendas of government and public health, the mainstream media and the travel industry would be more effectively dealt with in private as opposed to via news articles, social media arguments, and openly published letters. Second, clarity of communication from all three bodies needs improvement due to its impact on consumer confidence. Finally, the article proposes lessons for government in relation to future crisis management situations regarding outbound travel.

scholarly journals Corporate crises in the digital world: what went wrong with Chipotle?

2021 ◽  
Author(s):  
Stephanie McGuinty
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Digital Media ◽  
Crisis Communication ◽  
The United States ◽  
Theoretical Frameworks ◽  
Online Data ◽  
Digital World ◽  
Management Plans ◽  
Corporate Crisis

The practice of crisis communication has evolved since the rise of digital technologies and social media. Defined as an unexpected and non-routine event with high levels of uncertainty, crisis management plans and strategies are essential for organizations’ successes. Failure to strategically manage crises through both traditional and digital media may result in significant damages and losses. This MRP examines a recent corporate crisis - the case of Chipotle Mexican Grill during the 2015-2016 E. coli outbreak across the United-States - and looks at how the social media strategy (namely Twitter) influenced the outcome of the case. Using a combination of data analytics, company financials, and theoretical frameworks, this research brings to light the importance of measuring online data, and makes suggestions on how companies may use social media to manage various types of crises. Keywords: crisis communication, crisis theory, crisis management, crisis strategies, image repair, social media, crisis and technology, brand equity

Emotional stakeholders as “crisis communicators” in social media

2016 ◽  
Vol 21 (3) ◽  
pp. 289-308 ◽  
Author(s):  
Britt Foget Johansen ◽  
Winni Johansen ◽  
Nina M. Weckesser
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Content Type ◽  
Customer Complaints ◽  
Response Strategies ◽  
Telephone Companies ◽  
Communication Processes ◽  
Organizational Crises ◽  
The Many ◽  
A Company

Purpose – The purpose of this paper is to examine the Telenor customer complaints crisis triggered on the company Facebook site in August 2012. More specifically, the paper focusses on how friends and enemies of a company interact, and how faith-holders serve as crisis communicators in a rhetorical sub-arena that opens up on Facebook. Design/methodology/approach – The study is based on a textual analysis of 4,368 posts from the Telenor Facebook site, and an interview with the senior digital manager of Telenor. Findings – Not only current and previous customers but also those from rival telephone companies were active in the Facebook sub-arena. The customers complaining about the company services were met not only with the response of Telenor, but also with counter-attacks from faith-holders acting in defense of Telenor. However, these faith-holders were using defensive response strategies, while Telenor used accommodative strategies. Research limitations/implications – Organizational crises need to be seen as a complex set of communication processes, including the many voices that start communicating from different positions, and taking into account not only the response strategies of the organization but also the response strategies applied by supportive emotional stakeholders. In practice, faith-holders need to be monitored, as they may prove useful as “crisis communicators.” Originality/value – The paper provides insights into an under-investigated area of crisis communication: the strategies of faith-holders acting as “crisis communicators” defending a company and themselves against attacks from negative voices on social media.

Crisis Management Strategies in Jordanian Hotel Industry

2021 ◽  
Vol 12 (2) ◽  
pp. 578
Author(s):  
Maisoon ABO MURAD ◽  
Abdullah AL-KHARABSHEH ◽  
Abdulrahman AL-KHARABSHEH
Keyword(s):  
Developing Countries ◽  
Crisis Management ◽  
Management Strategies ◽  
Hotel Industry ◽  
Response Strategies ◽  
Common Strategy

The aim of the current study is to identify the crisis management strategies in five-star hotels in Jordan. The most world wild crisis management strategies in hotel industry were synthesized from the literature. Data for this study were collected from 50 managers in five-star hotels in Amman. Self-administrated questionnaires were distributed to the targeted sample. SPSS was used to analyse the data and test the hypotheses. The findings showed that the strategies used to manage crises are coping and response strategies; furthermore, the most common strategy is the changing path strategy. This study offers some new insights about crisis management in Jordanian hotels. So, it aims to contribute to this growing area of research in developing countries.

Social Media for Disaster Awareness and Management

2019 ◽  
pp. 82-116
Author(s):  
Akhila Manne ◽  
Madhu Bala Myneni
Keyword(s):  
Social Media ◽  
Emergency Management ◽  
Crisis Management ◽  
Disaster Management ◽  
Situation Awareness ◽  
Event Detection ◽  
Classification Methods ◽  
Management Tools ◽  
Awareness Information ◽  
Disaster Management System

Social media has redefined crisis management in the recent years. Extraction of situation awareness information from social media sites such as Twitter, Facebook, Instagram, etc. is a non-trivial task once the required framework is established. Unfortunately, most public safety authorities are still suspicious of using social media in engaging and disseminating information. This chapter reports on how social media can be effectively used in the field of emergency management along with the opportunities and challenges put forth. The chapter starts with a discussion on the functions of social media and its trustworthiness. It provides a description of the framework for disaster management system and the methodology to be adopted. The methodology consists of volunteer classification, methods of data collection, challenges faced, event detection, and data characterization with currently available disaster management tools. The chapter concludes with the division between practice and research and moves toward envisioning how social media may be used as a resource in emergency management.

A Sentiment Analysis and Role of Twitter for Health Communications

2022 ◽  
pp. 188-205
Author(s):  
Erkan Çiçek ◽  
Uğur Gündüz
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Semantic Analysis ◽  
Social Media Data ◽  
Global Pandemic ◽  
The Difference ◽  
Textual Content ◽  
The Impact ◽  
Media Data

Social media has been in our lives so much lately that it is an undeniable fact that global pandemics, which constitute an important part of our lives, are also affected by these networks and that they exist in these networks and share the users. The purpose of making this hashtag analysis is to reveal the difference in discourse and language while analyzing Twitter data and to evaluate the effects of a global pandemic crisis on language, message, and crisis management with social media data. This form of analysis is typically completed through amassing textual content data then investigating the “sentiment” conveyed. Within the scope of the study, 11,300 Twitter messages posted with the #stayhome hashtag between 30 May 2020 and 6 June 2020 were examined. The impact and reliability of social media in disaster management could be questioned by carrying out a content analysis based totally on the semantic analysis of the messages given on the Twitter posts with the phrases and frequencies used.

Sign in / Sign up

Export Citation Format

Share Document