scholarly journals Samsung’s crisis communication response: Ineffective response strategies across traditional and social media platforms

2021 ◽  
Author(s):  
Bethlehem Dejene
Keyword(s):  
Social Media ◽  
Image Restoration ◽  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Corporate Image ◽  
Depth Analysis ◽  
Restoration Strategies ◽  
High Level

When reports surfaced in 2016 of complications with Samsung’s latest product release, the Galaxy Note 7, Samsung faced a significant threat to its corporate image. This MRP explores Samsung’s traditional and social media crisis responses to the explosions of consumers’ Note 7 devices. Through an in-depth analysis of Samsung’s traditional media newspaper apology ads and press statements, coupled with audience comments about the brand on YouTube, this case study analyzes how the brand incorporated two prominent theories of crisis communication, Situational Crisis Communication Theory (SCCT) and Image Restoration Theory (IRT). Through a study of Samsung’s traditional crisis response, a newspaper apology advertisement and three website press statements, this case study uncovers which strategies of SCCT and IRT were practiced. Specifically, this research study highlights image restoration strategies such as corrective action, mortification, and minimization. Similarly, the corporation wrongfully employed diminish strategies, opposed to rebuild strategies which coupled with the vague language and inconsistency of the information shared in its communications response to emerge public reactions, with consumers refusing to purchase their products in the future. However, due to its high level of reputational capital as a world class smartphone distributor, in just nine months’consumers recommitted their loyalty to organisation had recuperated its once tarnished image.

scholarly journals Samsung’s crisis communication response: Ineffective response strategies across traditional and social media platforms

2021 ◽  
Author(s):  
Bethlehem Dejene
Keyword(s):  
Social Media ◽  
Image Restoration ◽  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Corporate Image ◽  
Depth Analysis ◽  
Restoration Strategies ◽  
High Level

When reports surfaced in 2016 of complications with Samsung’s latest product release, the Galaxy Note 7, Samsung faced a significant threat to its corporate image. This MRP explores Samsung’s traditional and social media crisis responses to the explosions of consumers’ Note 7 devices. Through an in-depth analysis of Samsung’s traditional media newspaper apology ads and press statements, coupled with audience comments about the brand on YouTube, this case study analyzes how the brand incorporated two prominent theories of crisis communication, Situational Crisis Communication Theory (SCCT) and Image Restoration Theory (IRT). Through a study of Samsung’s traditional crisis response, a newspaper apology advertisement and three website press statements, this case study uncovers which strategies of SCCT and IRT were practiced. Specifically, this research study highlights image restoration strategies such as corrective action, mortification, and minimization. Similarly, the corporation wrongfully employed diminish strategies, opposed to rebuild strategies which coupled with the vague language and inconsistency of the information shared in its communications response to emerge public reactions, with consumers refusing to purchase their products in the future. However, due to its high level of reputational capital as a world class smartphone distributor, in just nine months’consumers recommitted their loyalty to organisation had recuperated its once tarnished image.

Using Communication Theory to Teach SOX Reporting Requirements

2011 ◽  
Vol 26 (1) ◽  
pp. 241-256 ◽  
Author(s):  
Marsha Weber ◽  
Sheri Erickson ◽  
Mary Stone
Keyword(s):  
Image Restoration ◽  
Internal Control ◽  
Communication Theory ◽  
Corporate Image ◽  
Annual Reports ◽  
Instructional Resource ◽  
Analytical Skills ◽  
Sarbanes Oxley ◽  
Material Weaknesses ◽  
Restoration Strategies

ABSTRACT: This paper presents an instructional resource and provides suggestions for its implementation. The resource demonstrates a method for teaching students how communication in required SOX Section 404 reports can impact stakeholders’ perceptions of that organization. Students read portions of selected 10-K, 10-Q, and corporate annual reports in which management responds to disclosed internal control material weaknesses. Students then analyze these excerpts according to a well-known image restoration strategy. This assignment enhances written communication skills, analytical skills, research skills, and deepens students’ understanding of Sarbanes-Oxley 404 requirements and of corporate image restoration strategies. The instructional resource would be beneficial in auditing, intermediate, or advanced accounting, as well as a graduate-level accounting course.

Role of Social Media in Terrorism Crisis Communication

2019 ◽  
Vol 11 (1) ◽  
pp. 65-82
Author(s):  
Stephen Gichuhi Kimotho ◽  
Carolyne Nyaboe Nyarang'o
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Intangible Asset ◽  
Response Strategies ◽  
Media Platform ◽  
The Government ◽  
Use Of Social Media

Terrorism targeting corporate bodies remains one the greatest risks to the most critical intangible asset of any organization: reputation. Thus, effective crisis communication is critical during and after terror crisis to mitigate further damage on the reputation. To date, many studies around the globe have tended to focus on the role of the traditional media during terror crisis, paying minimal attention to organisations' use of social media during terror crisis. Using a descriptive qualitative case study, this study examined the role of social media during 2013 Westgate Mall terror attack, in Nairobi, Kenya. Findings revealed that the Interior Ministry (IM) used Twitter as the preferred social media platform to communicate with various stakeholders. Accommodative crisis response strategies were the most used by the IM. However, the ministry was plagued with inaccuracies and inconsistencies in its responses on social media compromising reputation of the government further. Balancing the need for speedy response, accuracy and consistency, remained the greatest challenge for the IM.

Role of Social Media in Terrorism Crisis Communication

2021 ◽  
pp. 155-174
Author(s):  
Stephen Gichuhi Kimotho ◽  
Carolyne Nyaboe Nyarang'o
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Intangible Asset ◽  
Response Strategies ◽  
Media Platform ◽  
The Government ◽  
Use Of Social Media

Terrorism targeting corporate bodies remains one the greatest risks to the most critical intangible asset of any organization: reputation. Thus, effective crisis communication is critical during and after terror crisis to mitigate further damage on the reputation. To date, many studies around the globe have tended to focus on the role of the traditional media during terror crisis, paying minimal attention to organisations' use of social media during terror crisis. Using a descriptive qualitative case study, this study examined the role of social media during 2013 Westgate Mall terror attack, in Nairobi, Kenya. Findings revealed that the Interior Ministry (IM) used Twitter as the preferred social media platform to communicate with various stakeholders. Accommodative crisis response strategies were the most used by the IM. However, the ministry was plagued with inaccuracies and inconsistencies in its responses on social media compromising reputation of the government further. Balancing the need for speedy response, accuracy and consistency, remained the greatest challenge for the IM.

Commentary—Space is Hard: Using Social Media for Selective Investigative Disclosure as a Multi-faceted Crisis Communication Strategy to Achieve Technical Transparency

2021 ◽  
pp. 232948842097860
Author(s):  
Eric D. Waters ◽  
Scott C. D’Urso
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Theory ◽  
High Reliability ◽  
Crisis Response ◽  
Communication Strategy ◽  
Reputation Management ◽  
Response Options ◽  
Situational Crisis Communication Theory

In this commentary, we note that situational crisis communication theory (SCCT) provides useful guidelines for an organization to protect its reputation during a crisis. However, when a high reliability organization (HRO) faces a crisis, openness often supersedes reputation management as a priority as maintaining the public’s trust is paramount. Unfortunately, SCCT in its present form does not account for this distinction. With the present research, we seek to extend SCCT by offering additional crisis response options for HROs which further explicate the evolving role of social media in providing an effective crisis response. A content analysis of 18 tweets and eight website updates, released by a private spaceflight corporation, allows us to offer investigative disclosure as a new crisis response category and technical transparency as a new crisis response objective. We propose a nuanced view that situates investigative disclosure as an antecedent to corrective action.

scholarly journals Social Media in and Around a Temporary Large-Scale Refugee Shelter in the Netherlands

2021 ◽  
Vol 7 (2) ◽  
pp. 205630512110249
Author(s):  
Peer Smets ◽  
Younes Younes ◽  
Marinka Dohmen ◽  
Kees Boersma ◽  
Lenie Brouwer
Keyword(s):  
Social Media ◽  
The Netherlands ◽  
Crisis Communication ◽  
Asylum Seekers ◽  
Large Scale ◽  
State Policies ◽  
Refugee Crisis ◽  
Top Down ◽  
And Migration

During the 2015 refugee crisis in Europe, temporary refugee shelters arose in the Netherlands to shelter the large influx of asylum seekers. The largest shelter was located in the eastern part of the country. This shelter, where tents housed nearly 3,000 asylum seekers, was managed with a firm top-down approach. However, many residents of the shelter—mainly Syrians and Eritreans—developed horizontal relations with the local receiving society, using social media to establish contact and exchange services and goods. This case study shows how various types of crisis communication played a role and how the different worlds came together. Connectivity is discussed in relation to inclusion, based on resilient (non-)humanitarian approaches that link society with social media. Moreover, we argue that the refugee crisis can be better understood by looking through the lens of connectivity, practices, and migration infrastructure instead of focusing only on state policies.

The Value of Brand Fans during a Crisis: Exploring the Roles of Response Strategy, Source, and Brand Identification

2021 ◽  
pp. 232948842199969
Author(s):  
Hayoung Sally Lim ◽  
Natalie Brown-Devlin
Keyword(s):  
Social Media ◽  
Experimental Design ◽  
Crisis Communication ◽  
Word Of Mouth ◽  
Crisis Response ◽  
Response Strategy ◽  
Brand Identification ◽  
Communication Source ◽  
Practical Implications ◽  
Selection Of

Using a two (crisis response strategy: diminish vs. rebuild) × three (source: brand organization vs. brand executive vs. brand fan) experimental design, this study examines how brand fans (i.e., consumers who identify with a brand) can be prompted to protect a brand’s reputation during crises and how the selection of a crisis spokesperson can influence consumers’ evaluations of the crisis communication. Being buffers for their preferred brands, brand fans are more likely to accept their brand’s crisis response and engage in positive electronic word-of-mouth on social media. Brand fans are more likely to evaluate other brand fan’s social media accounts as a credible crisis communication source, whereas those who are not brand fans are more likely to evaluate brand and/or brand executives as credible. Findings provide theoretical applications in paracrisis literature pertaining to social media but also practical implications for brand managers to strategically utilize brand fans in crisis communication.

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