scholarly journals How Vietnamese Organizations Perceive the Use of Social Media in Crisis Communication

2019 ◽  
Vol 14 (2) ◽  
pp. 210
Author(s):  
Tuong-Minh Ly-Le
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Traditional Media ◽  
The Past ◽  
Organizational Crises ◽  
The Everyday ◽  
Common Interests ◽  
Use Of Social Media ◽  
Media Channels ◽  
Bahasa Indonesia

<p>Social media has proliferated into the everyday life of Vietnamese people. As a result, in the past years, Vietnam has seen many organizational crises that started on this platform. Social media has proven to be able to foster crises, thanks to open platforms that allow for relatively free discussion among strangers with common interests.  Nonetheless, Vietnamese organizations have often ignored or underutilized these channels in their crisis communication efforts. Organizations prioritize using traditional media in their crisis communication efforts and paid little to no attention to social media outlets, even if the crisis had started on social media channels. Through a survey with experienced Vietnamese PR practitioners, this research aims to understand this trend of crisis management and explore the perception of Vietnamese organizations toward the use of social media in crisis communication.</p><p><em><strong>Bahasa Indonesia <em><strong>Abstrak</strong></em></strong>: Media sosial telah menjamur ke dalam kehidupan sehari-hari rakyat di Vietnam. Akibatnya, dalam beberapa tahun terakhir, Vietnam telah melihat banyak krisis organisasi yang dimulai pada platform ini. Media sosial telah terbukti mampu menumbuhkan krisis, berkat platform terbuka yang memungkinkan diskusi bebas  untuk kepentingan bersama. Meskipun demikian, organisasi di Vietnam sering mengabaikan atau kurang memanfaatkan saluran-saluran ini dalam upaya krisis komunikasi yang mereka alami. Organisasi lebih memprioritaskan menggunakan media tradisional dalam upaya menanggulangi krisis komunikasi mereka dan sedikit memberikan perhatian kepada outlet media sosial, bahkan jika krisis telah dimulai pada saluran media sosial. Melalui survei yang dilakukan oleh praktisi PR di Vietnam yang berpengalaman, penelitian ini bertujuan untuk memahami tren manajemen krisis ini dan mengeksplorasi persepsi organisasi di Vietnam terhadap penggunaan media sosial dalam komunikasi krisis.</em></p><div id="gtx-trans" style="position: absolute; left: -32px; top: 211px;"> </div>

scholarly journals Gaps in Perception on Social Media Use in Crisis Communication Between Vietnamese Organizations and Stakeholders

2018 ◽  
Vol 13 (1) ◽  
pp. 11
Author(s):  
Tuong-Minh Ly-Le
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Media Use ◽  
Communication Channels ◽  
Traditional Media ◽  
Social Media Use ◽  
Communication Practice ◽  
The Past ◽  
Organizational Crises ◽  
Bahasa Indonesia

<p>Despite the emergence of social media in many aspects of Vietnamese lives, including marketing and promotional activities, Vietnamese organizations have used little social media in their crisis communication efforts. The organizations are hesitant to adopt social media in crisis communication and prefer to use traditional media because of its controllability and professionalism. However, with the increasing number of organizational crises that started on social media in the past years, it is arguably that Vietnamese stakeholders use social media as one of their main communication channels during crises. Should the organizations use social media in response? Through a series of interviews to PR practitioners and stakeholders in Vietnam, this research aims to find out the similarities and gaps in the perception of social media use for crisis communication between these two groups, and to guide a crisis communication practice that is appreciated by stakeholders.</p><p> </p><p><strong>Bahasa Indonesia Abstrak: </strong>Meskipun<em> munculnya media sosial dalam banyak aspek kehidupan Vietnam, termasuk kegiatan pemasaran dan promosi, organisasi Vietnam telah menggunakan sedikit media sosial dalam upaya komunikasi krisis mereka. Organisasi ragu-ragu untuk mengadopsi media sosial dalam komunikasi krisis dan lebih suka menggunakan media tradisional karena pengendalian dan profesionalisme. Namun, dengan meningkatnya jumlah krisis organisasi yang dimulai di media sosial dalam beberapa tahun terakhir, dapat dibilang bahwa pemangku kepentingan Vietnam menggunakan media sosial sebagai salah satu saluran komunikasi utama mereka selama krisis. Haruskah organisasi menggunakan media sosial sebagai jawaban? Melalui serangkaian wawancara kepada praktisi PR dan pemangku kepentingan di Vietnam, penelitian ini bertujuan untuk mengetahui persamaan dan kesenjangan dalam persepsi penggunaan media sosial untuk komunikasi krisis antara kedua kelompok ini, dan untuk memandu praktik komunikasi krisis yang dihargai oleh para pemangku kepentingan. .</em></p>

scholarly journals THE USE OF SOCIAL MEDIA IN CRISIS COMMUNICATION – A VIETNAM – U.S. COMPARISON. [PENGGUNAAN MEDIA SOSIAL DALAM KRISIS KOMUNIKASI- VIETNAM - PERBANDINGAN AS]

2020 ◽  
Vol 15 (2) ◽  
pp. 153
Author(s):  
Tuong-Minh Ly-Le
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Role Model ◽  
Management Strategies ◽  
Public Relations Practitioners ◽  
Perceived Importance ◽  
Use Of Social Media ◽  
The U.S ◽  
Bahasa Indonesia

<p>In Vietnam, social media has become an emerging and popular communication platform. Despite the powerful effect of social media in conditioning a crisis, and the trend to integrate social media into crisis management strategies in many countries, Vietnamese companies have often ignored or underutilized these channels. Therefore, this study seeks to fill the gap, to understand how Vietnamese companies perceive the importance and use of social media in crisis communication. The focus of this study is to compare the perceptions of Vietnamese and American public relations practitioners. As America has always been considered a role model and primary influencer for Vietnam’s public relations practice, this study compares the perception of social media in Vietnam to that in the U.S. This study aims to understand the underlying factors contributed to that perception and to evaluate the perceived importance of social media in Vietnam’s crisis communication.</p><p><em><strong>Abstrak dalam Bahasa Indonesia.</strong> Di Vietnam, media sosial telah menjadi platform komunikasi yang berkembang dan populer. Terlepas dari pengaruh kuat media sosial dalam mengkondisikan krisis, dan tren untuk mengintegrasikan media sosial ke dalam strategi manajemen krisis di banyak negara, perusahaan Vietnam sering mengabaikan atau kurang memanfaatkan saluran ini. Oleh karena itu, studi ini betujuan untuk mencari tahu perihal permasalahan tersebut, untuk memahami bagaimana perusahaan Vietnam memandang pentingnya dan penggunaan media sosial dalam komunikasi krisis. Fokus studi ini adalah membandingkan persepsi praktis dari public relations di Vietnam dan Amerika. Karena Amerika selalu dianggap sebagai panutan dan pemberi pengaruh utama untuk praktik PR di Vietnam, penelitian ini membandingkan persepsi media sosial di Vietnam dengan di AS. Penelitian ini bertujuan untuk memahami faktor-faktor mendasar yang berkontribusi terhadap persepsi tersebut dan untuk mengevaluasi pentingnya persepsi media sosial dalam komunikasi krisis Vietnam.</em></p><p><em> </em></p>

Physically Apart, Emotionally Close

2021 ◽  
pp. 207-241
Author(s):  
Denise Fecker ◽  
Monica Nadegger ◽  
Stefanie Haselwanter
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Family Firms ◽  
Qualitative Content Analysis ◽  
Family Businesses ◽  
Communication Strategy ◽  
Successful Communication ◽  
Positive Attitudes ◽  
Use Of Social Media ◽  
Media Channels

This chapter aims to explore the use of social media channels in the crisis communication of Austrian family-led hotels during the COVID-19 pandemic. Building on current research on family businesses and crisis communication on social media, the authors investigated seven Instagram profiles of family-owned hotels in Tyrol and its borders. The data were collected in spring and summer 2020 and then analyzed using a mixed-method approach. First, the researchers did a quantitative analysis of the hashtags and then conducted a qualitative content analysis of the pictures and respective captions. The results show that information relating to the crisis is rarely communicated and the focus of communication rather lies on positive attitudes, emotions, and classic alpine marketing topics. During the crisis, the hotels present themselves as resilient and anchored in their family values. This chapter adds new insights to current research on family firms' crisis communication and provides valuable findings for the development of a successful communication strategy for family businesses.

scholarly journals Simplified Social Mediated Crisis Communication Model during Crisis in Indonesia: A Case Study on How Customers of Indonesia Commuter Line Train Company Seek Information on a Train Delay Due to the Double Track Trial on April 12, 2019

2020 ◽  
Author(s):  
Wasono Adi
Keyword(s):  
Social Media ◽  
Information Retrieval ◽  
Information Search ◽  
Crisis Communication ◽  
Communication Model ◽  
Traditional Media ◽  
Social Media Platforms ◽  
Twitter Account ◽  
Use Of Social Media ◽  
Search For Information

This study explores how audiences seek information from internet and social media platforms, and considers what factors affect social media use during a crisis. The paper is based on research conducted via a survey involving 162 active followers selected from the 875,200 followers of the Indonesia Train Company: PT Kereta Api Commuter Line official Twitter account (Info Commuter Line @CommuterLine). The study proposes the Simplified Social Mediated Crisis Communication Model (SSMCC) as a variation on the original Social-Mediated Crisis Communication (SMCC) Model by Jin & Liu (2010). This variation is based on the argument that during a crisis, audiences located nearby typically rely on social media (usually accessed via a mobile phone) rather than a traditional media outlet when seeking information. This study concludes that some of the themes related to the use of social media to search for information during a crisis, and word of mouth (WOM) communication, are present in the Social-Mediated Crisis Communication (SMCC) communication model. This study also discusses the differences between the original SMCC model and the Simplified Social-Mediated Crisis Communication model proposed by the researcher. There was no evidence of an inactive social media user’s influence on information retrieval during a crisis; in addition, there is no role of traditional media as a source of information retrieval during a crisis. This research contributes to developing scientific knowledge and practices in Indonesia. Keywords: crisis communication, social media, information search, simplified social mediated crisis communication model, social media followers

How Political Candidates' Use of Facebook Relates to the Election Outcomes

2017 ◽  
Vol 59 (1) ◽  
pp. 77-96 ◽  
Author(s):  
Hsin-Chen Lin
Keyword(s):  
Social Media ◽  
Political Campaigns ◽  
Vote Share ◽  
Political Marketing ◽  
Political Candidates ◽  
The Past ◽  
Use Of Social Media ◽  
Municipal Election ◽  
Online Fans ◽  
The Relationship

This paper examines the relationship between political candidates' use of Facebook and their election outcomes (vote share and election success). The use of social media in political marketing campaigns has grown dramatically over the past few years. It is also expected to become even more critical to future political campaigns, as it creates two-way communication and engagement that stimulates and fosters candidates' relationships with their supporters. Online Facebook data were acquired for all 84 candidates running in a municipal election in Taiwan. Results suggest that a candidate's Facebook presence, the type of account they use, the authentication of the account, and the number of online fans they have are related to their election outcomes.

Brand Management in the Era of Social Media: Social Visibility of Consumption and Customer Brand Identification

2017 ◽  
Vol 57 (6) ◽  
pp. 727-742 ◽  
Author(s):  
Kevin Kam Fung So ◽  
Laurie Wu ◽  
Lina Xiong ◽  
Ceridwyn King
Keyword(s):  
Social Media ◽  
Social Identity Theory ◽  
Airline Industry ◽  
Brand Management ◽  
Clear Understanding ◽  
Brand Identification ◽  
Social Visibility ◽  
Use Of Social Media ◽  
Media Channels ◽  
Positive Word Of Mouth

Despite consumers’ increasing use of social media channels to make their travel experiences more visible to people within their social networks, brand management research in the tourism literature lacks a clear understanding of how social visibility of consumption affects consumer perceptions of their relationships with the brand. Drawing upon social identity theory and the theory of conspicuous consumption, this study extends the current brand management literature by investigating the role of consumption’s social visibility in the formation of customer brand identification in the era of social media. Using the airline industry as the study context, this study suggests that social visibility of consumption leads to cognitive, affective, and evaluative identifications. The results also indicate that the three components of customer brand identification interact with each other in realizing positive word of mouth communication. The findings highlight the significant benefits of making customers’ travel experiences socially visible to people around them.

How and why Organisations Use Social Media: Five Use Types and their Relation to Absorptive Capacity

2017 ◽  
Vol 32 (2) ◽  
pp. 194-209 ◽  
Author(s):  
Daniel Schlagwein ◽  
Monica Hu
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Absorptive Capacity ◽  
Media Use ◽  
Social Media Use ◽  
The Past ◽  
Key Informant ◽  
Use Of Social Media ◽  
Trade Press ◽  
Consulting Companies

In this paper, we examine the relation between social media use and the absorptive capacity of organisations. Over the past 10 years, many organisations have systematically adopted social media. Trade press and consulting companies often claim that the systematic use of social media increases the performance of organisations. However, such claims are typically neither empirically grounded nor theoretically examined. In this paper, based on key informant interviews at 20 organisations, we examine these claims empirically and theoretically. Firstly, we examine the ways in which social media are used by organisations. We identify five different social media use types that support different organisational purposes (broadcast, dialogue, collaboration, knowledge management and sociability). Secondly, we analyse how these five social media use types relate to organisations' absorptive capacity. We find that particular social media use types (e.g., dialogue) support organisations' absorptive capacity and, ultimately, their performance although others (e.g., sociability) do not.

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 Political super branding through the use of social media technology : the Barack Obama presidential campaign in 2008

2013 ◽  
Author(s):  
◽  
Nadas Ramachandra Pillay
Keyword(s):  
Social Media ◽  
New Media ◽  
Barack Obama ◽  
Media Technology ◽  
Media Technologies ◽  
Political Campaigning ◽  
American President ◽  
Use Of Social Media ◽  
Media Channels ◽  
Social Media Technology

This study seeks to examine the exponential growth of social media technology as a key component in recent American political campaigning, as well as its use and impact on the larger disciplines of marketing and branding. Adopting the approach of a case study with the focus firmly on the current American president, Barack Obama, the study identifies the key media and technologies used in the build-up to the 2008 American presidential elections in order to unpack and understand how such media channels, technological platforms and patterns were successfully utilised. References are also made to the concepts of ‘branding’ and ‘super branding’ in the discussion, and to the myriad ways in which social media has helped create and roll-out what has since become commonly known as ‘brand Obama’. To provide a framework for the discussion and in order to further understand the rapid growth and proliferation of social media on the political campaigning landscape, a comparison is made with the 2004 American presidential election campaign. This, it is posited, will assist us understand the drivers of new media technologies especially as they are used to create and impact positively on the growth of political super brands.

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