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 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.

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.

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 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>

Techniques of Viral Marketing

2019 ◽  
Vol 118 (6) ◽  
pp. 97-99
Author(s):  
Arockia Jeyasheela A ◽  
Dr.S. Chandramohan
Keyword(s):  
Social Media ◽  
Real Time ◽  
Word Of Mouth ◽  
Viral Marketing ◽  
Consumer Perception ◽  
Key Word ◽  
The Right ◽  
A Company

This study is discussed about the viral marketing. It is a one of the key success of marketing. This paper gave the techniques of viral marketing. It can be delivered word of mouth. It can be created by both the representatives of a company and consumer (individuals or communities). The right viral message with go to right consumer to the right time. Viral marketing is easy to attract the consumer. It is most important advertising to consumer. It involves consumer perception, organization contribution, blogs, SMO (Social Media Optimize), SEO (Social Engine Optimize). Principles of viral marketing are social profile gathering, Proximity Market, Real time Key word density.

Comparison of SVM, RF and SGD Methods for Determination of Programmer's Performance Classification Model in Social Media Activities

2020 ◽  
Vol 4 (2) ◽  
pp. 329-335
Author(s):  
Rusydi Umar ◽  
Imam Riadi ◽  
Purwono
Keyword(s):  
Social Media ◽  
Gradient Descent ◽  
Classification Model ◽  
Stochastic Gradient Descent ◽  
Support Vector ◽  
Svm Algorithm ◽  
Vector Machines ◽  
Performance Patterns ◽  
A Company

The failure of most startups in Indonesia is caused by team performance that is not solid and competent. Programmers are an integral profession in a startup team. The development of social media can be used as a strategic tool for recruiting the best programmer candidates in a company. This strategic tool is in the form of an automatic classification system of social media posting from prospective programmers. The classification results are expected to be able to predict the performance patterns of each candidate with a predicate of good or bad performance. The classification method with the best accuracy needs to be chosen in order to get an effective strategic tool so that a comparison of several methods is needed. This study compares classification methods including the Support Vector Machines (SVM) algorithm, Random Forest (RF) and Stochastic Gradient Descent (SGD). The classification results show the percentage of accuracy with k = 10 cross validation for the SVM algorithm reaches 81.3%, RF at 74.4%, and SGD at 80.1% so that the SVM method is chosen as a model of programmer performance classification on social media activities.

Fake It “Till You Make It”: Debunking Fake News in a Post-Truth America

2019 ◽  
Vol 8 (1) ◽  
pp. 114-133
Keyword(s):  
Social Media ◽  
First Amendment ◽  
Presidential Election ◽  
Political Discourse ◽  
Cutting Edge ◽  
American People ◽  
Fake News ◽  
News Sources ◽  
The Media ◽  
The U.S

Since the 2016 U.S. presidential election, attacks on the media have been relentless. “Fake news” has become a household term, and repeated attempts to break the trust between reporters and the American people have threatened the validity of the First Amendment to the U.S. Constitution. In this article, the authors trace the development of fake news and its impact on contemporary political discourse. They also outline cutting-edge pedagogies designed to assist students in critically evaluating the veracity of various news sources and social media sites.

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