scholarly journals Social Media for Crisis Communication Management

2020 ◽  
Vol 8 (3) ◽  
pp. 64-72
Author(s):  
Thouraya Snoussi
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Strategic Communication ◽  
Military Coup ◽  
Political Crisis ◽  
Communication Tool ◽  
Communication Management ◽  
Communication Plan ◽  
Use Of Social Media

This paper analyzes trends related to the role of social media in crisis communication. The author posed a question about the attitudes of online media actors (communication, public relations and marketing experts) towards using social media as a strategic communication tool in times of crisis; Emphasis on two different crises: the 2016 Turkish political crisis and the global health pandemic (COVID-19) in 2020. Communications actors' perceptions and behaviors of social media in times of crisis were tracked through a mixed method (a content analysis of 40 online publications about the military coup attempt in Turkey, and 20 semi structured in-depth interviews about the usage of social media during the quarantine period). The results showed that social media is a lifeboat that is provided to organizations in times of crisis, as communication with customers becomes a vital factor in managing critical situations. Meanwhile, some participants expressed reservations about confidence in the use of social media in times of crisis, stressing that these networks are a double-edged sword. As the keyword for crisis management, a strategic communication plan should take place via social media to discuss customer inquiries with clients, answer their questions, and try to reduce their anxiety, according to the interviewee.

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 USE OF SOCIAL MEDIA IN CRISIS COMMUNICATION – A VIETNAM – U.S. COMPARISON. [PENGGUNAAN MEDIA SOSIAL DALAM KRISIS KOMUNIKASI- VIETNAM - PERBANDINGAN AS]

2020 ◽  
Vol 15 (2) ◽  
pp. 153
Author(s):  
Tuong-Minh Ly-Le
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Crisis Communication ◽  
Role Model ◽  
Management Strategies ◽  
Public Relations Practitioners ◽  
Perceived Importance ◽  
Use Of Social Media ◽  
The U.S ◽  
Bahasa Indonesia

<p>In Vietnam, social media has become an emerging and popular communication platform. Despite the powerful effect of social media in conditioning a crisis, and the trend to integrate social media into crisis management strategies in many countries, Vietnamese companies have often ignored or underutilized these channels. Therefore, this study seeks to fill the gap, to understand how Vietnamese companies perceive the importance and use of social media in crisis communication. The focus of this study is to compare the perceptions of Vietnamese and American public relations practitioners. As America has always been considered a role model and primary influencer for Vietnam’s public relations practice, this study compares the perception of social media in Vietnam to that in the U.S. This study aims to understand the underlying factors contributed to that perception and to evaluate the perceived importance of social media in Vietnam’s crisis communication.</p><p><em><strong>Abstrak dalam Bahasa Indonesia.</strong> Di Vietnam, media sosial telah menjadi platform komunikasi yang berkembang dan populer. Terlepas dari pengaruh kuat media sosial dalam mengkondisikan krisis, dan tren untuk mengintegrasikan media sosial ke dalam strategi manajemen krisis di banyak negara, perusahaan Vietnam sering mengabaikan atau kurang memanfaatkan saluran ini. Oleh karena itu, studi ini betujuan untuk mencari tahu perihal permasalahan tersebut, untuk memahami bagaimana perusahaan Vietnam memandang pentingnya dan penggunaan media sosial dalam komunikasi krisis. Fokus studi ini adalah membandingkan persepsi praktis dari public relations di Vietnam dan Amerika. Karena Amerika selalu dianggap sebagai panutan dan pemberi pengaruh utama untuk praktik PR di Vietnam, penelitian ini membandingkan persepsi media sosial di Vietnam dengan di AS. Penelitian ini bertujuan untuk memahami faktor-faktor mendasar yang berkontribusi terhadap persepsi tersebut dan untuk mengevaluasi pentingnya persepsi media sosial dalam komunikasi krisis Vietnam.</em></p><p><em> </em></p>

Comunicación de crisis (2008-2018). Revisión de los principales avances de conocimiento empírico en gestión de comunicación

2021 ◽  
Author(s):  
Noelia Zurro-Antón ◽  
María-Ángeles Moreno ◽  
María-Cristina Fuentes-Lara
Keyword(s):  
Mass Media ◽  
Public Relations ◽  
Crisis Management ◽  
Crisis Communication ◽  
Strategic Communication ◽  
Corporate Communications ◽  
Review Journal ◽  
Communication Management ◽  
Research Journal ◽  
Academic Search

Most organizations face crisis situations that jeopardize the trust of their stakeholders. Crisis communication has become one of the most prominent areas both in practice and in public relations research. This study presents a quantitative analysis of recent scientific research in crisis communication to assess the situation and discover the main current advances in the area. Journal articles from six prominent international databases were selected: Proquest Research Library, ABI/ Inform Collection, EBSCOhost Academic Search Complete, EBSCOhost Business Source Complete. EBSCOhost Communication & Mass Media Complete and Elsevier’s Science Direct Journals Complete. Specifically, a total of 143 scientific articles published between 2008 and 2018 were collected and analyzed from six international peer-reviewed journals specialized in public relations and crisis communication, as well as the main crisis management journals included in the Web of Science and Scopus: Public Relations Review, Journal of Contingencies and Crisis Management, Corporate Communications, Journal of Public Relations Research, Journal of Communication Management and International Journal of Strategic Communication. The review of these texts led to the establishment of five hypotheses corresponding to the six stated objectives. Content analysis was used as the quantitative technique, focusing on the following elements: themes, theories, methods, results, and geocultural characteristics of the authors. The results reveal the research trends in the area over the last decade. Resumen La mayoría de las organizaciones se enfrentan a situaciones de crisis que ponen en peligro la confianza de sus grupos de interés. La comunicación de crisis se ha convertido en una de las áreas más prominentes tanto en la práctica como en la investigación de relaciones públicas. Este estudio presenta un análisis cuantitativo sobre la investigación científica reciente en comunicación de crisis, con el fin de recoger el estado y los principales avances actuales en esta área. Para ello, se han seleccionado artículos de revistas presentes en seis bases de datos internacionales destacadas: ProQuest Research Library, ABI/Inform Collection, EBSCOhost Academic Search Complete, EBSCOhost Business Source Complete, EBSCOhost Communication & Mass Media Complete y Elsevier ScienceDirect Journals Complete. En concreto, se han recogido y analizado 143 artículos científicos publicados entre 2008 y 2018 en seis revistas internacionales revisadas por pares referentes de relaciones públicas y comunicación de crisis, así como la principal de gestión de crisis, incluidas en las bases de datos de evaluación Journal Citation Reports (JCR) y Scopus-CiteScore: Public relations review, Journal of contingencies and crisis management, Corporate communications, Journal of public relations research, Journal of communication management e International journal of strategic communication. La revisión de los textos ha desembocado en el establecimiento de cinco preguntas de investigación, correspondientes a seis objetivos. La técnica cuantitativa empleada ha sido el análisis de contenido, que se ha enfocado sobre los siguientes elementos: temas, teorías, métodos, resultados y características geo-culturales de los autores. Los resultados muestran las tendencias investigadoras del área en la última década.

Social Media

2017 ◽  
pp. 151-164
Author(s):  
N. Raghavendra Rao
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Good Governance ◽  
High Time ◽  
Business Organizations ◽  
Communication Tool ◽  
Common Interests ◽  
The Government ◽  
Use Of Social Media

Social Media is becoming increasingly important in society and culture; making people to join together on common interests and share opinions through internet. Most of the business organizations have been using social media as a communication tool for public relations and marketing. It is high time government departments should engage citizens of their country for interaction through social media. There are many schemes and programs initiated by the government need the attention of their citizens in a country. Government departments are required to form strategies to involve their citizens for making use of their schemes and programs. This chapter stresses the need for making use of social media by a government creating awareness of the schemes and programs to their citizens. Further it explains the importance of the interaction with their citizens through social media for good governance.

Using Stewardship to Cultivate Fandom Online: Comparing How National Football League Teams Use Their Web Sites and Facebook to Engage Their Fans

2011 ◽  
Vol 4 (2) ◽  
pp. 163-177 ◽  
Author(s):  
Richard D. Waters ◽  
Kimberly A. Burke ◽  
Zachary H. Jackson ◽  
Jamie D. Buning
Keyword(s):  
Social Media ◽  
New Media ◽  
Public Relations ◽  
Web Sites ◽  
National Football League ◽  
Strategic Communication ◽  
Relationship Building ◽  
Public Relations Practitioners ◽  
Sports Communication ◽  
Use Of Social Media

Social-media consultants and strategic communication firms have promoted the use of social media by organizations because of their supposed advantages for developing relationships and online communities around the brand. However, critics have challenged these supportive voices because of organizations’ limited control over the sites’ design and the lack of demonstrated return on investment for social-media endeavors. Using the 26 National Football League (NFL) teams with an official Facebook presence, this study compares how public relations practitioners use the NFL teams’ Web sites and Facebook pages to cultivate relationships with fans using stewardship strategies promoted by public relations literature. Results indicate that the NFL teams overwhelmingly favor their own Web sites for relationship-building endeavors over Facebook for 27 of the study’s 33 measures. Explanations for the divergence from consultants’ advice are discussed and grounded in new-media and sports communication research from various scholarly perspectives.

The Use of Social Media by the Botswana Government and Governance of Liquid Communication

Mousaion ◽  
2019 ◽  
Vol 37 (1) ◽  
Author(s):  
Tshepho Lydia Mosweu
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Community Involvement ◽  
Media Content ◽  
Service Access ◽  
Communication Tool ◽  
African Countries ◽  
The World ◽  
The Government ◽  
Use Of Social Media

Social media as a communication tool has enabled governments around the world to interact with citizens for customer service, access to information and to direct community involvement needs. The trends around the world show recognition by governments that social media content may constitute records and should be managed accordingly. The literature shows that governments and organisations in other countries, particularly in Europe, have social media policies and strategies to guide the management of social media content, but there is less evidence among African countries. Thus the purpose of this paper is to examine the extent of usage of social media by the Botswana government in order to determine the necessity for the governance of liquid communication. Liquid communication here refers to the type of communication that goes easily back and forth between participants involved through social media. The ARMA principle of availability requires that where there is information governance, an organisation shall maintain its information assets in a manner that ensures their timely, efficient and accurate retrieval. The study adopted a qualitative case study approach where data were collected through documentary reviews and interviews among purposively selected employees of the Botswana government. This study revealed that the Botswana government has been actively using social media platforms to interact with its citizens since 2011 for increased access, usage and awareness of services offered by the government. Nonetheless, the study revealed that the government had no official documentation on the use of social media, and policies and strategies that dealt with the governance of liquid communication. This study recommends the governance of liquid communication to ensure timely, efficient and accurate retrieval when needed for business purposes.

Public relations in the age of data: corporate perspectives on social media analytics (SMA)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kathy R. Fitzpatrick ◽  
Paula L. Weissman
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Social Media Analytics ◽  
Content Type ◽  
The Public ◽  
Management Function ◽  
Use Of Social Media ◽  
The Impact ◽  
Corporate Brands ◽  
Depth Interviews

PurposeThe aim of this study was to understand how public relations leaders view and use social media analytics (SMA) and the impact of SMA on the public relations function.Design/methodology/approachThe research involved in-depth interviews with chief communication officers (CCOs) from leading multinational corporate brands.FindingsThe findings revealed that although CCOs perceive social media analytics as strategically important to the advancement of public relations, the use of social media data is slowed by challenges associated with building SMA capacity.Theoretical and practical implications – The research extends public relations theory on public relations as a strategic management function and provides practical insights for building SMA capabilities.Originality/valueThe study is among the first to provide empirical evidence of how companies are using social media analytics to enhance public relations efforts.

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.

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