scholarly journals Social listening during crises: A practitioner guide for crisis communication on social media

2019 ◽  
Vol 2 (2019) ◽  
pp. 38-40
Author(s):  
Cory Young ◽  
Hunter Simmons ◽  
Margaret Stewart
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Crisis Communication ◽  
Practical Implementation ◽  
Management Plans ◽  
Cyclical Process ◽  
Social Listening

Stewart & Wilson (2016) created the STREMII model (pronounced STREAM-ee) as a means to assist institutions and organizations with social media crisis communication using a six-stage cyclical process, including: (1) social listening, (2) targeting audience(s), (3) engaging & responding, (4) monitoring and evaluating, (5) interacting, and (6) implementing changes [1] . Stewart & Young (2017) revisited the model, refining the stages to highlight the need for ongoing social listening and responsive engagement across all levels of crisis [2]. At present, the model is theoretical and applied only within a pedagogical context. In order for the STREMII model to be useful for practical implementation and relevant outside the theoretical and pedagogical contexts, we must develop a practical set of actionable steps for practitioners (crisis communicators and social media strategists). To accomplish this, we surveyed practitioners about the process they engage in listening, interacting and responding to audiences on social media during a crisis, and how they monitor and evaluate their responses and outcomes. The desired outcome of this research is to create a practical set of actionable steps for crisis practitioners and social media strategists, with specific guidelines, considerations and recommendations for adopting the STREMII model and integrating it into existing crisis management plans and social media strategies.

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

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

scholarly journals Emotions in Social Media: An Analysis of Tweet Responses to MH370 Search Suspension Announcement

2019 ◽  
Vol 57 (2) ◽  
pp. 194-211 ◽  
Author(s):  
Su Lin Yeo ◽  
Augustine Pang ◽  
Michelle Cheong ◽  
Jerome Quincy Yeo
Keyword(s):  
Social Media ◽  
Real Time ◽  
Crisis Communication ◽  
Mapping Model ◽  
Media Attention ◽  
Crisis Mapping ◽  
History Of ◽  
Social Listening

Considered one of the deadliest incidents in the history of aviation crises and labelled a “continuing mystery,” the ongoing search for the missing Malaysia Airlines Flight 370 offers no closure. With endless media attention, and negative reactions of stakeholders to every decision made by the airline, this study investigates the types of emotions found in social media posted by publics to the MH370 search suspension announcement. It content analyzed 5,062 real-time tweet messages guided by the revised integrated crisis mapping model. Our findings indicated that, in addition to the four original emotions posited, there was a fifth emotion because of the long-drawn crisis and only two dominant emotions were similar to the model. A redrawn version to better encapsulate all the emotions is offered for one quadrant in the model. Implications for both crisis communication scholarship and the importance of social listening for organizations are discussed.

Fashion bloggers' discourse on brands under corporate crisis: a netnographic research in Portugal

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Beatriz Casais ◽  
Lucilene Ribeiro Gomes
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Crisis Communication ◽  
Word Of Mouth ◽  
Future Research ◽  
Content Type ◽  
Crisis Events ◽  
Brand Crisis ◽  
Corporate Crisis ◽  
Crisis Situations

PurposeThis paper focuses on the analysis of fashion blog activity regarding brands under corporate crisis situations and discusses how these opinion leaders may be agents of corporate crisis management.Design/methodology/approachThe authors analyzed four influential Portuguese fashion blogs regarding eight fashion brands that had experienced a corporate crisis situation. In total, five of the selected brands were mentioned in 2.846 posts of blog content, whose discourse was deeply analyzed.FindingsThe absence of express reference to brand crisis suggests that fashion bloggers tend to ignore these crisis events or divert the readers' attention to the brands' more positive aspects. This result opens the discussion whether fashion bloggers downplay corporate crisis in brand equity or whether it expresses strategies of brand crisis communication through digital influencers.Originality/valueThough social media may be a source of negative word-of-mouth, social media influencers have been considered important partners of corporate crisis communication in particularly challenging times. Many studies have focused on the role of social media influencers in crisis management, but there was a dearth of research on the specific case of blogs. This study contributes to the understanding of fashion bloggers as agents of brand communication, particularly regarding crisis management and their role on brand activation and positive electronic word-of-mouth, even under crisis situations. This contribution paves the way for future research on whether this is a spontaneous phenomenon or the reflection of possible partnerships between companies and fashion bloggers for the management of corporate crisis situations in the context of fashion brands.

scholarly journals Crisis Informatics: A Systematic Evaluation

2019 ◽  
Vol 9 (1) ◽  
pp. 3444-3447 ◽  
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Crisis Communication ◽  
Communication Theory ◽  
Systematic Evaluation ◽  
Crisis Informatics ◽  
Information And Communication ◽  
The Many ◽  
The Impact ◽  
Privacy Issues

Crisis management and communication are increasingly being challenged by the impact of social media as a forum for crisis communication. Among the many roles that crisis management services embrace, managing outreach information and communication are increasingly important. This study presents a systematic review of articles pertaining to the application of social media to support crisis management. Our review presents that, Situational Crisis Communication Theory (SCCT) is the most dominant theory for crisis communication and twitter is the dominant social network site. Also, the review identifies decision-making, community resilience, privacy issues, information sharing and seeking, social media based crisis communication for future studies.

Corporate Scandals Involving Social Media

2019 ◽  
pp. 442-456 ◽  
Author(s):  
Ayşen Akyüz
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Management ◽  
Crisis Communication ◽  
Communication Tool ◽  
Review Of The Literature ◽  
Corporate Scandals ◽  
Corporate Scandal ◽  
Use Of Social Media ◽  
The Right

The importance of public relations and crisis communication is undeniable for companies. In a corporate scandal or crisis situation, the right messages have to be conveyed to the relevant audiences including shareholders at the right time and in the right way. Today, social media is one of the most popular tools of crisis communication. Including Turkey, the number of social media users all over the world is quite high and continues to increase every day. In recent years, we observe that companies use social media as an effective communication tool during their crisis periods. The aim of this chapter is to make an in-depth review of the literature on crisis management and the use of social media and to reveal the position of social media in communication efforts carried out during the company crises through various cases that took place in Turkey.

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.

scholarly journals Implementing STREMII: A practical guide for crisis communication on social media during hurricanes and natural disasters

2018 ◽  
Vol 1 ◽  
pp. 27-29
Author(s):  
Margaret Stewart ◽  
Cory Young
Keyword(s):  
Social Media ◽  
Natural Disasters ◽  
Crisis Communication ◽  
Best Practice ◽  
Practical Guide ◽  
Social Listening

This paper details a practical series of recommendations to implement the two ongoing stages of the STREMII model – Social Listening and Responsive Engagement – during a crisis event. First, we outline the original STREMII model, then detail and discuss a revised and updated version of the model. Then, we describe steps for getting started using the STREMII model for social media crisis communication, and, finally, present suggestions for uses of best practice for the model.

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