scholarly journals The Role of Social Media in Crisis Communication and Crisis Management

2016 ◽  
Vol 5 (3) ◽  
pp. 111-120 ◽  
Author(s):  
Mustafa Emre Civelek ◽  
Murat Cemberci ◽  
Necati Erdem Eralp
Keyword(s):  
Social Media ◽  
Consumer Behavior ◽  
Crisis Management ◽  
Crisis Communication ◽  
External Environment ◽  
Business Communication ◽  
Minimum Loss ◽  
Communication Processes ◽  
Social Media Tools

Social media and social media tools have improved rapidly and started to influence society especially in recent years. This influence has forced businesses to revolutionize their communication with the external environment. The fact that Web 2.0 has an influence on consumer behavior, and that it makes the consumers stronger; requires faster, more flexible and more sensitive communication processes in businesses. Especially during a time of crisis, a business’ communication with the external environment is quite critical. For this reason, the way how the crisis communication is managed through social media is vital for businesses. In this article, the perceptions of how to manage businesses during a time of crisis so that they make minimum loss, is shared.

Crisis communication in public emergencies: multistakeholders' perspectives

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nele Cannaerts
Keyword(s):  
Social Media ◽  
Public Sector ◽  
Empirical Evidence ◽  
Crisis Communication ◽  
Participant Observation ◽  
Structured Interviews ◽  
Current Crisis ◽  
Content Type ◽  
Social Media Tools

PurposeThe main purpose of this paper is to provide empirical evidence for effective crisis communication in public emergencies including the relevance of planning and training and rehearsal; to explore the role of different stakeholders and how social media influence effective crisis communication.Design/methodology/approachA qualitative research design was employed. Two events were analysed, via the synthesis model for handling crisis communication in the public sector, as cases. First, via post-crisis semi-structured interviews, a gas explosion in the city of Antwerp was analysed. Second, via participant observation of a training and rehearsal exercise, more insight was gained on the role of training and social media for crisis communication.FindingsThe findings of this paper provide empirical evidence that (1) effective crisis communication is communication that is diversified across different crisis stages and diverse stakeholders; (2) that different internal social media tools and external social media tools are necessary to be monitored for effective crisis communication; (3) that training and rehearsal are of great importance for effective crisis communication.Originality/valueThis paper contributes to three current crisis communication research calls. First, the call for more research focusing on public sector crisis management, using public sector crisis communication models. Second, the call for the implementation of a more multiple-actor approach instead of an organisation-centred approach; and, third, the call for gaining insight into how specific communication channels are used before, during and after a crisis.

scholarly journals RITUAIS ANTICRISES: como as organizações se preparam para situações adversas de imagem

2018 ◽  
Vol 4 (6) ◽  
pp. 926-943
Author(s):  
Luiz Alberto De Farias ◽  
Sergio Andreucci
Keyword(s):  
Public Opinion ◽  
Public Relations ◽  
Crisis Management ◽  
Organizational Identity ◽  
Crisis Communication ◽  
National Market ◽  
Palabras Clave ◽  
The Press

O artigo descreve os rituais e as estratégias de relações públicas utilizadas pelas assessorias de comunicação de empresas e organizações dos diversos segmentos, atuantes no mercado nacional, realizadas por meio de ações, programas e planos estruturados de gestão de crises.  Analisa ainda as vulnerabilidades da identidade, imagem e reputação organizacionais, os processos narrativos, as táticas aplicadas, a preparação dos porta-vozes, a função dos comitês de crises, a efetividade na intermediação das relações entre as organizações e a imprensa e as suas interfaces com a opinião pública.   PALAVRAS-CHAVE: relações públicas; crise; comunicação; opinião pública; reputação.     ABSTRACT The article describes the rituals and strategies of public relations used by the communication advisors of companies and organizations of the various segments, operating in the national market, through actions, programs and structured plans of crisis management. It also analyzes the vulnerabilities of organizational identity, image and reputation, narrative processes, tactics applied, preparation of spokespersons, the role of crisis committees, effectiveness in mediating relations between organizations and the press and their interfaces with public opinion.   KEYWORDS: public relations; crisis; Communication; public opinion; reputation.     RESUMEN El artículo describe los rituales y las estrategias de relaciones públicas utilizadas por las asesorías de comunicación de empresas y organizaciones de los diversos segmentos, actuantes en el mercado nacional, realizadas a través de acciones, programas y planes estructurados de gestión de crisis. Se analizan las vulnerabilidades de la identidad, imagen y reputación organizativas, los procesos narrativos, las tácticas aplicadas, la preparación de los portavoces, la función de los comités de crisis, la efectividad en la intermediación de las relaciones entre las organizaciones y la prensa y sus interfaces con la opinión pública.   PALABRAS CLAVE: relaciones públicas; crisis; la comunicación; opinión pública; reputación.

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

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.

Analysis of content creation in social media by B2B companies

2015 ◽  
Vol 30 (6) ◽  
pp. 761-770 ◽  
Author(s):  
Lauri Huotari ◽  
Pauliina Ulkuniemi ◽  
Saila Saraniemi ◽  
Minna Mäläskä
Keyword(s):  
Social Media ◽  
Personal Relationships ◽  
Media Content ◽  
Content Type ◽  
B2b Marketing ◽  
Content Creation ◽  
Marketing Activities ◽  
Social Media Tools ◽  
Business To Business

Purpose – The present study aims to examine how business-to-business (B2B) marketers can influence content creation in social media. Social media tools are becoming an interesting component of B2B marketing because of the roles of personal relationships and interactions in these markets. However, research has not approached social media content creation from a B2B marketing perspective. Design/methodology/approach – Social media tools are becoming an interesting component of B2B marketing because of the roles of personal relationships and interactions in these markets. However, research has not approached social media content creation from a B2B marketing perspective. The present study examines how B2B marketers can influence content creation in social media. Findings – The paper proposes that B2B firms engaging in social media as part of their marketing efforts should carefully consider the roles and activities of various users, which are directed to and by different internal and external users. B2B companies can influence content creation in social media directly by adding new content, participating in discussions and removing content through corporate user accounts and controlling employee social media behavior or indirectly by training employees to create desired content and performing marketing activities that influence other users to create content that is favorable for the company. Originality/value – The study contributes to the theoretical discussion over B2B marketing communication and the role of social media in it.

Use of Social Media in Marketing Library and Information Services in Nigeria Libraries

2018 ◽  
pp. 675-696
Author(s):  
Stella C. Nduka
Keyword(s):  
Social Media ◽  
21St Century ◽  
Information Services ◽  
Library Services ◽  
Social Media Tools ◽  
New Challenges ◽  
Use Of Social Media

This chapter aims to examine the use of social media in marketing library and information services in Nigeria libraries. The growing use of social media such as Facebook, Twitter, MySpace, YouTube by users in the 21st century is providing new challenges for libraries and librarians in Nigeria to keep up to with the growing needs of their users. The main purpose of this chapter is to examine the use of social media in the marketing of various library services and products. This chapter also attempts to describe the role of social media in library services and the various opportunities of using social media tools in marketing library products and services. In addition, the challenges faced by libraries in Nigeria in the use of social media are highlighted and possible recommendations are made.

Use of Social Media in Marketing Library and Information Services in Nigeria Libraries

2015 ◽  
pp. 155-174
Author(s):  
Stella C. Nduka
Keyword(s):  
Social Media ◽  
21St Century ◽  
Information Services ◽  
Library Services ◽  
Social Media Tools ◽  
New Challenges ◽  
Use Of Social Media

This chapter aims to examine the use of social media in marketing library and information services in Nigeria libraries. The growing use of social media such as Facebook, Twitter, MySpace, YouTube by users in the 21st century is providing new challenges for libraries and librarians in Nigeria to keep up to with the growing needs of their users. The main purpose of this chapter is to examine the use of social media in the marketing of various library services and products. This chapter also attempts to describe the role of social media in library services and the various opportunities of using social media tools in marketing library products and services. In addition, the challenges faced by libraries in Nigeria in the use of social media are highlighted and possible recommendations are made.

The Role of Social Media on Dissemination of Information During the COVID-19 Pandemic

2021 ◽  
pp. 216-227
Author(s):  
Sevilay Ulaş
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Target Audience ◽  
Social Media Tools ◽  
Media Practices ◽  
General Perspective

This study reveals the role of social media tools and applications in disseminating information about COVID-19 in the COVID-19 process. While discussing the role of social media in the ongoing COVID-19 pandemic process, it will be evaluated with the applications of different institutions. In the study, which will be considered from a public relations perspective in general, it is aimed to reveal a general perspective on the communication activities of the institutions with the target audience and their followers through social media practices. In this study, which is a compilation in this direction, the changing motivations of the followers and the role of social media in this process will be revealed.

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