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

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 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 “Wars” on COVID-19 in Slovakia, Russia, and the United States: Securitized Framing and Reframing of Political and Media Communication Around the Pandemic

2020 ◽  
Vol 5 ◽  
Author(s):  
Marta N. Lukacovic
Keyword(s):  
United States ◽  
Social Media ◽  
Digital Media ◽  
Political Communication ◽  
Research Question ◽  
The United States ◽  
Frame Element ◽  
Political Factions ◽  
Russian Media ◽  
The Government

This study analyzes securitized discourses and counter narratives that surround the COVID-19 pandemic. Controversial cases of security related political communication, salient media enunciations, and social media reframing are explored through the theoretical lenses of securitization and cascading activation of framing in the contexts of Slovakia, Russia, and the United States. The first research question explores whether and how the frame element of moral evaluation factors into the conversations on the securitization of the pandemic. The analysis tracks the framing process through elite, media, and public levels of communication. The second research question focused on fairly controversial actors— “rogue actors” —such as individuals linked to far-leaning political factions or militias. The proliferation of digital media provides various actors with opportunities to join publicly visible conversations. The analysis demonstrates that the widely differing national contexts offer different trends and degrees in securitization of the pandemic during spring and summer of 2020. The studied rogue actors usually have something to say about the pandemic, and frequently make some reframing attempts based on idiosyncratic evaluations of how normatively appropriate is their government's “war” on COVID-19. In Slovakia, the rogue elite actors at first failed to have an impact but eventually managed to partially contest the dominant frame. Powerful Russian media influencers enjoy some conspiracy theories but prudently avoid direct challenges to the government's frame, and so far only marginal rogue actors openly advance dissenting frames. The polarized political and media environment in the US has shown to create a particularly fertile ground for rogue grassroots movements that utilize online platforms and social media, at times going as far as encouragement of violent acts to oppose the government and its pandemic response policy.

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 Selfies as expressively authentic identity performance

First Monday ◽  
2017 ◽  
Author(s):  
Linh Nguyen ◽  
Kim Barbour
Keyword(s):  
Social Media ◽  
Focus Group ◽  
Theoretical Frameworks ◽  
Self Identity ◽  
Face To Face ◽  
Digital World ◽  
Online Social Media ◽  
Social Media Platforms ◽  
The Individual ◽  
The University

This paper explores whether or not our online social media persona is viewed as authentic. The selfie is a fundamental part of the structure of the online identity for young people in today’s digital world. The relationship between an individual’s self-identity in the physical face-to-face environment was analysed and compared to a carefully constructed, modified virtual representation in a selfie posted on social media platforms. Data was obtained through four focus groups at the University of Adelaide. Two key theoretical frameworks provide a basis for this study: Erving Goffman’s concept of the self as a performance, and Charles Horton Cooley’s concept of the looking glass self. In examining the focus group discussions in light of these two frameworks as well as associated literature, we conclude that the authenticity of the selfie as a way of visualising a social media persona is subjective and dependent on the individual posting a selfie. Ultimately, authenticity involves a degree of subjectivity. It was on this basis that focus group participants argued that selfies could be considered authentic expressions of identity.

From Ink to Web and Beyond

2017 ◽  
Author(s):  
Heather McKee Hurwitz
Keyword(s):  
Social Media ◽  
Digital Media ◽  
Women Activists ◽  
The United States ◽  
Future Research ◽  
Women's Activism ◽  
Media Activism ◽  
Mainstream Media ◽  
History Of ◽  
Feminist Movements

Mainstream media ignores the breadth and diversity of women’s activism and often features sexist, racist, and sexualized portrayals of women. Also, women hold disproportionately fewer jobs in media industries than men. Despite these challenges, women activists protest gender inequality and advocate a variety of other goals using traditional and new social media. This chapter examines the history of women’s media activism in the United States from women activists’ use of mainstream and alternative newspapers, magazines, radio, and television, to how activists adopted Internet technologies and new digital media strategies starting in the 1990s, to how contemporary feminists protest with Facebook and hashtag activism today. I argue that women activists’ use of new social media may necessitate significant shifts in how we research continuity and diversity in women’s and feminist movements, and how we conceptualize resources, micromobilization, and leadership in social movements broadly. I conclude with several suggestions for future research.

scholarly journals Advice on Communicating During Crisis: A Study of Popular Crisis Management Books

2019 ◽  
Vol 57 (2) ◽  
pp. 260-276
Author(s):  
Finn Frandsen ◽  
Winni Johansen
Keyword(s):  
Public Relations ◽  
Crisis Management ◽  
Crisis Communication ◽  
The United States ◽  
Practice Research ◽  
The United Kingdom ◽  
Organizational Crises ◽  
Academic Publications ◽  
Research And Education ◽  
Message Strategies

In this study, we investigate a sample of 15 popular crisis management books (PCMBs), written by crisis consultants and published between 1986 and 2018 in the United States or in the United Kingdom. The aim of the study is to examine (1) how the authors of PCMBs position themselves in front of their readers, clients, and competitors, including public relations professionals and academics; (2) how they understand and present organizational crises and the practice of crisis management and crisis communication as their field of expertise; and (3) how they promote this expertise using various types of message strategies and rhetorical packaging. The findings of the study reveal that PCMBs are more diverse than expected and that they cover important aspects of crisis management often neglected by academic publications. The article concludes with some implications for practice, research, and education.

scholarly journals Corporate crisis management on social media: A morality violations perspective

Heliyon ◽  
2020 ◽  
Vol 6 (7) ◽  
pp. e04435
Author(s):  
Bowen Zheng ◽  
Gongbing Bi ◽  
Hefu Liu ◽  
Paul Benjamin Lowry
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Corporate Crisis

Right-wing populism, social media and echo chambers in Western democracies

2020 ◽  
Vol 22 (4) ◽  
pp. 683-699 ◽  
Author(s):  
Shelley Boulianne ◽  
Karolina Koc-Michalska ◽  
Bruce Bimber
Keyword(s):  
United States ◽  
Social Media ◽  
United Kingdom ◽  
Digital Media ◽  
The United States ◽  
Right Wing ◽  
The United Kingdom ◽  
Online Social Media ◽  
Echo Chamber ◽  
Right Wing Populism

Many observers are concerned that echo chamber effects in digital media are contributing to the polarization of publics and, in some places, to the rise of right-wing populism. This study employs survey data collected in France, the United Kingdom and the United States (1500 respondents in each country) from April to May 2017. Overall, we do not find evidence that online/social media explain support for right-wing populist candidates and parties. Instead, in the United States, use of online media decreases support for right-wing populism. Looking specifically at echo chamber measures, we find offline discussion with those who are similar in race, ethnicity and class positively correlates with support for populist candidates and parties in the United Kingdom and France. The findings challenge claims about the role of social media and the rise of populism.

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