Physically Apart, Emotionally Close

2021 ◽  
pp. 207-241
Author(s):  
Denise Fecker ◽  
Monica Nadegger ◽  
Stefanie Haselwanter
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Family Firms ◽  
Qualitative Content Analysis ◽  
Family Businesses ◽  
Communication Strategy ◽  
Successful Communication ◽  
Positive Attitudes ◽  
Use Of Social Media ◽  
Media Channels

This chapter aims to explore the use of social media channels in the crisis communication of Austrian family-led hotels during the COVID-19 pandemic. Building on current research on family businesses and crisis communication on social media, the authors investigated seven Instagram profiles of family-owned hotels in Tyrol and its borders. The data were collected in spring and summer 2020 and then analyzed using a mixed-method approach. First, the researchers did a quantitative analysis of the hashtags and then conducted a qualitative content analysis of the pictures and respective captions. The results show that information relating to the crisis is rarely communicated and the focus of communication rather lies on positive attitudes, emotions, and classic alpine marketing topics. During the crisis, the hotels present themselves as resilient and anchored in their family values. This chapter adds new insights to current research on family firms' crisis communication and provides valuable findings for the development of a successful communication strategy for family businesses.

Crisis Communication in the Age of Social Media and the Case of Dairy Khoury

2021 ◽  
pp. 2181-2196
Author(s):  
Nisrine Zammar
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Communication Strategy ◽  
Clear Understanding ◽  
Organizational Reputation ◽  
Interactive Nature ◽  
Social Media Platforms ◽  
Use Of Social Media ◽  
The Right

The use of social media platforms has become an essential part of today's protocol of reacting to any sudden crisis, due to their interactive nature which allows them to reach vast and heterogeneous audiences. This makes them the right tool that enables the organizations to spread their messages efficiently. Any failure in responding adequately on social media level, would allow rumors and negative contents to circulate uncontrollably, affecting the organizational reputation and recovery. Therefore, the main purpose of this paper is to provide a clear understanding of the crisis communication strategy adopted by Dairy Khoury, a Lebanese firm, on social media, at a time when the new power of social media had not yet been fully measured and estimated. The author will highlight the necessity of a preset crisis communication strategy and the use of social media platforms while dealing with crisis.

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>

Patanjali Ayurved Limited’s Skin Ailment Advertisement: What Have We Learnt?

2020 ◽  
pp. 231971452092517
Author(s):  
Vinod Kumar ◽  
Vandana ◽  
Moulik Wason
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Management Strategy ◽  
Communication Strategy ◽  
Negative Response ◽  
Young Generation ◽  
Marketing Communication ◽  
Print Advertisement ◽  
Dark Complexion ◽  
Media Channels

On 7 January 2018, Patanjali Ayurved Limited (PAL) published a print advertisement (ad) mentioning dark complexion as a skin ailment. This ad caught the eye of the young generation of India who is intolerant towards any kind of discrimination. People started giving their opinion about this ad and the issue was picked on social media channels such as Twitter, online blogs, news sites, etc. Users of social media clearly expressed their unacceptance towards the content of the ad. PAL tried to pacify the crowd by sending their spokesperson’s reply on Twitter. Seeing the continuous negative response, Baba Ramdev, co-founder and brand ambassador of PAL, responded on the next day in order to bring the situation under control. In such a scenario, PAL is analysing the entire incident and planning to revisit its marketing communication strategy. PAL is thinking not only to avoid such a situation but also to devise a better crisis management strategy for the future.

Brand Management in the Era of Social Media: Social Visibility of Consumption and Customer Brand Identification

2017 ◽  
Vol 57 (6) ◽  
pp. 727-742 ◽  
Author(s):  
Kevin Kam Fung So ◽  
Laurie Wu ◽  
Lina Xiong ◽  
Ceridwyn King
Keyword(s):  
Social Media ◽  
Social Identity Theory ◽  
Airline Industry ◽  
Brand Management ◽  
Clear Understanding ◽  
Brand Identification ◽  
Social Visibility ◽  
Use Of Social Media ◽  
Media Channels ◽  
Positive Word Of Mouth

Despite consumers’ increasing use of social media channels to make their travel experiences more visible to people within their social networks, brand management research in the tourism literature lacks a clear understanding of how social visibility of consumption affects consumer perceptions of their relationships with the brand. Drawing upon social identity theory and the theory of conspicuous consumption, this study extends the current brand management literature by investigating the role of consumption’s social visibility in the formation of customer brand identification in the era of social media. Using the airline industry as the study context, this study suggests that social visibility of consumption leads to cognitive, affective, and evaluative identifications. The results also indicate that the three components of customer brand identification interact with each other in realizing positive word of mouth communication. The findings highlight the significant benefits of making customers’ travel experiences socially visible to people around them.

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 The Attitudes of Islamic Education Teachers Towards the Use of Social Media in Teaching and Learning

2019 ◽  
Vol 12 (11) ◽  
pp. 154
Author(s):  
Badr Abdullah Al-Harbi
Keyword(s):  
Social Media ◽  
Saudi Arabia ◽  
Teaching And Learning ◽  
Learning Activities ◽  
Islamic Education ◽  
Positive Attitudes ◽  
Educational Processes ◽  
Quantitative Descriptive ◽  
Use Of Social Media ◽  
Teaching Learning

The aim of this study was to identify and analyse the Islamic Education teachers’ attitudes, difficulties and purposes while using social media in the educational processes in the Saudi context. In doing so, this study adopted a quantitative, descriptive approach based on empirical data collected by means of a questionnaire. The study sample consisted of 124 teachers of Islamic Education in Hail, Kingdom of Saudi Arabia (KSA). While the participants reported positive attitudes towards the use of social media in the educational processes, the results showed their low use of social media which was limited mainly to personal purposes rather than using them for teaching learning activities. Based on the results, the study recommends developing teachers’ knowledge and skills to make them aware of the use of social media in education and encourage them to utilize them for teaching and learning activities. Since social media are ubiquitous and being widely used for personal reasons, their integration into the curricula and syllabi may further increase the teaching and learning of Islamic Education in Saudi Arabia.

scholarly journals Political super branding through the use of social media technology : the Barack Obama presidential campaign in 2008

2013 ◽  
Author(s):  
◽  
Nadas Ramachandra Pillay
Keyword(s):  
Social Media ◽  
New Media ◽  
Barack Obama ◽  
Media Technology ◽  
Media Technologies ◽  
Political Campaigning ◽  
American President ◽  
Use Of Social Media ◽  
Media Channels ◽  
Social Media Technology

This study seeks to examine the exponential growth of social media technology as a key component in recent American political campaigning, as well as its use and impact on the larger disciplines of marketing and branding. Adopting the approach of a case study with the focus firmly on the current American president, Barack Obama, the study identifies the key media and technologies used in the build-up to the 2008 American presidential elections in order to unpack and understand how such media channels, technological platforms and patterns were successfully utilised. References are also made to the concepts of ‘branding’ and ‘super branding’ in the discussion, and to the myriad ways in which social media has helped create and roll-out what has since become commonly known as ‘brand Obama’. To provide a framework for the discussion and in order to further understand the rapid growth and proliferation of social media on the political campaigning landscape, a comparison is made with the 2004 American presidential election campaign. This, it is posited, will assist us understand the drivers of new media technologies especially as they are used to create and impact positively on the growth of political super brands.

scholarly journals Case Study in Covid-19 Infodemic in Indonesia

2021 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ferdinand Eskol Tiar Sirait ◽  
Rati Sanjaya
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Reference Model ◽  
Media Analysis ◽  
Communication Strategy ◽  
Comparative Case Study ◽  
Communication Problems ◽  
Official Statement ◽  
Information Circulation

COVID-19 has been declared as pandemic by WHO. Indonesian government late to give official statement that made public believe in hoax, rumours, gossip, even propaganda that they got from social media and passed from one group to another. As we know, too much information or shortage of information could lead to confusing messages that eventually increase public distrust towards official statement. Consequently, people resort to social media as the only source of information. As a mass-self communication channel, the credibility of information from this source is problematic. Castell’s mass-self communication made this circle become infodemic that hamstring public trust to government. In this research, we do comparative case study on how countries (China and South Korea) tackle communication problems during the pandemic. This research is significant because it could be a reference model of crisis communication strategy when the country faces a pandemic Relying on mass media analysis and literature review, we find that China’s government uses power to control information circulation while South Korea’s generates public’s participation in social media. Indonesia as a democratic country could use this experience to gain public’s trust by doing Coomb’s SCCT for crisis situation. Doing this, Indonesia is expected to be more prepared to for the crisis communication in the future.Keywords: COVID-19, infodemic, crisis communication, case study ABSTRAKCOVID-19 telah dinyatakan sebagai pandemi oleh WHO. Pemerintah Indonesia terlambat memberikan pernyataan resmi yang membuat publik percaya pada hoax, rumor, gosip, bahkan propaganda yang mereka dapatkan dari media sosial dan diteruskan dari satu kelompok ke kelompok lain. Seperti kita ketahui, informasi yang terlalu banyak atau kekurangan informasi dapat menimbulkan pesan yang membingungkan yang pada akhirnya meningkatkan ketidakpercayaan publik terhadap pernyataan resmi. Akibatnya, masyarakat menggunakan media sosial sebagai satu-satunya sumber informasi. Sebagai saluran komunikasi massa-mandiri, kredibilitas informasi dari sumber ini bermasalah. Komunikasi massa yang dilakukan Castell membuat lingkaran ini menjadi infodemik yang melemahkan kepercayaan publik kepada pemerintah. Dalam penelitian ini, kami melakukan studi kasus komparatif tentang bagaimana negara-negara (China dan Korea Selatan) menangani masalah komunikasi selama pandemi. Penelitian ini penting karena dapat menjadi model referensi strategi komunikasi krisis ketika negara menghadapi pandemi Mengandalkan analisis media massa dan tinjauan pustaka, kami menemukan bahwa pemerintah China menggunakan kekuatan untuk mengontrol peredaran informasi sementara Korea Selatan menghasilkan partisipasi publik di media sosial. Pengalaman ini bisa dimanfaatkan Indonesia sebagai negara demokrasi untuk mendapatkan kepercayaan publik dengan melakukan SCCT Coomb untuk situasi krisis. Dengan begitu, Indonesia diharapkan lebih siap menghadapi krisis komunikasi di masa mendatang.Kata Kunci: COVID-19, infodemik, komunikasi krisis, studi kasus

Understanding social media advertising effect on consumers’ responses

2018 ◽  
Vol 31 (3) ◽  
pp. 426-445 ◽  
Author(s):  
Manel Hamouda
Keyword(s):  
Social Media ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Communication Strategy ◽  
Equation Modeling ◽  
Moderator Effect ◽  
Content Type ◽  
Advertising Effect ◽  
Social Media Advertising ◽  
Use Of Social Media

Purpose This study aims to deepen the current understanding of social media advertising by using the Ducoffe’s advertising value model. The purpose of this paper is to examine the antecedents of advertising value and its consequences on consumers’ attitude and behavior in the specific context of tourism advertising on Facebook. Design/methodology/approach Survey was conducted on a quota sample of 352 Tunisian Facebook users. Web-based questionnaires were used to collect the data which was analyzed using exploratory factor analysis and structural equation modeling. Findings Findings indicate that there is a significant relationship between informativeness, entertainment, credibility and social media advertising value. This positive value will affect favorably consumers’ attitude toward social media advertising and their behavioral responses. The moderator effect of corporate reputation was also confirmed in this relationship. Practical implications Tourism marketers should focus not only on developing information-rich and entertaining social media advertisements but also a credible content of the ads. Furthermore, Facebook should be systematically integrated by tourism practitioners in their communication strategy as it affects the attitude and consequently the behavior of the consumers especially when the company using social media advertising has a good corporate reputation. Originality/value In the tourism context, the effectiveness of social media advertising remains little known to practitioners and scholars despite the frequent use of social media by tourism customers and companies in recent years. So, this research study contributes to a better understanding of the use of social media advertising on Facebook regarding tourism products and services.

scholarly journals Sex Work and Social Media: Online Advocacy Strategies

2018 ◽  
Vol 10 (1) ◽  
Author(s):  
Emma E. Duke ◽  
Kathleen C. Sitter ◽  
Nicole Boggan
Keyword(s):  
Social Media ◽  
Sex Work ◽  
Sex Workers ◽  
Online Communication ◽  
Service Organizations ◽  
Non Profit ◽  
Safe Spaces ◽  
Social Media Platforms ◽  
Use Of Social Media ◽  
Media Channels

Online communication continues to provide opportunities to connect, mobilize and disseminate information amongst direct service organizations. While the use of social media among non-profits continues to expand, there is a paucity of research that documents the extent to which online channels – particularly social media – are adopted and used amongst organizations that support sex workers. Online advocacy efforts have grown over the last decade, with sex workers and non-profit organizations at the forefront. This article evaluates the presence and social media strategies amongst organizations providing direct services for sex workers in Canada. Eighty-seven organizations operating in Canada were examined to assess both the types of social media channels used, and the online strategies employed. Results indicate there is a propensity for agencies to engage in multiple social media platforms with spaces for service users to post information in lieu of static sites that predominantly support one-way communication. Recommendations and best practices include integrating postings across platforms for efficiency, developing and maintaining safe spaces online, and focusing on channels that support multilogue communication.             Keywords:  Sex work, social media, knowledge

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