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.

Voices in Conflict? The Crisis Communication of Meta-Organizations

2017 ◽  
Vol 32 (1) ◽  
pp. 90-120 ◽  
Author(s):  
Finn Frandsen ◽  
Winni Johansen
Keyword(s):  
Crisis Communication ◽  
Crisis Response ◽  
Clothing Industry ◽  
Communication Research ◽  
Trade Associations ◽  
Response Strategies ◽  
Key Stakeholders ◽  
Research Questions

Crisis communication research has largely focused on investigating crisis response strategies applied by a single organization when aiming to protect its reputation among key stakeholders. Little research has explored the interorganizational dimension of crises, crisis management, and crisis communication, in casu, the role of trade associations. Based on Rhetorical Arena Theory, this article examines two research questions: (1) How do trade associations prepare for crises that may arise for their member organizations and/or for themselves? and (2) How do trade associations communicate during a crisis involving one or more of their members and/or themselves? Do they speak with “one voice,” or do they pursue different strategies? The empirical basis for this research is a case study of how four Danish trade associations representing the clothing industry intervened communicatively when one of their members, Bestseller, faced a double crisis in 2011.

scholarly journals Crisis Coordination and the Role of Social Media in Response to COVID-19 in Wuhan, China

2020 ◽  
Vol 50 (6-7) ◽  
pp. 698-705
Author(s):  
Yiran Li ◽  
Yanto Chandra ◽  
Naim Kapucu
Keyword(s):  
Social Media ◽  
Nonprofit Organizations ◽  
Local Governments ◽  
Information Overload ◽  
Central Government ◽  
Crisis Response ◽  
Chinese Government ◽  
Media Platform ◽  
The Government ◽  
Use Of Social Media

The commentary addresses the government’s role in mitigating information asymmetry problems during pandemic crisis response. We use the outbreak of COVID-19 in Wuhan, China, as a case to show the use of social media as a key mechanism in shaping the actions of the central government in its coordination with the local governments during the pandemic response. The Chinese government effectively collaborated with a social media platform to not only create a dedicated channel to allow citizens to post information about the pandemic to accelerate the speed of relief but also mobilize citizens and nonprofit organizations to support government response and recovery efforts. This suggests that social media can provide a venue for the government to not only tackle the information overload but also mitigate the friction among levels of governments.

scholarly journals The Tourism Sector Government Crisis Communication at the Beginning of the Covid-19 Pandemic: Strategies for Utilizing Instagram Social Media

2021 ◽  
Vol 8 (12) ◽  
pp. 274
Author(s):  
Hikmawan Ali Nova ◽  
Andre Novie Rahmanto ◽  
Sudarmo Sudarmo
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Creative Economy ◽  
Data Presentation ◽  
The Public ◽  
Response Strategies ◽  
Tourism Sector ◽  
Qualitative Descriptive ◽  
The Government

This study aims to find out how the strategy used by the Government of Indonesia, in this case the Ministry of Tourism and Creative Economy (MoTCE), in utilizing Instagram social media as a means of communication for the tourism sector crisis in the early days of the Covid-19 pandemic in March 2020. This study uses a qualitative descriptive content analysis to describe the strategies used by MoTCE in using Instagram account @kemenparekraf.ri, by first mapping all posts for one month for later analysis. This study also uses the concept of crisis response strategies representing the actual responses that organizations use to overcome crises where crisis response strategies involve words (verbal aspects) and actions (nonverbal aspects) that are directed by organizations towards crises (Allen & Caillouet, 1994 and Benoit, 1995 in Coombs, 2015). The validity of the data in the study was carried out by analyzing data in the form of data reduction, data presentation and drawing conclusions. The result of the research is that various topics/themes are raised in response to various events related to Covid-19, the use of certain hashtags, policies that have been taken and campaigns that have been carried out consistently conveyed to the public regarding Covid-19, as well as a timeline of events that can be concluded as important efforts that have been carried out by MoTCE at the beginning of the Covid-19 pandemic.

scholarly journals Citizen Participation in Responding to Natural Disasters Through Twitter Messages

2020 ◽  
Vol 5 (2) ◽  
pp. 123
Author(s):  
Rizky Pamuji ◽  
Ismiarta Aknuranda ◽  
Fatwa Ramdani
Keyword(s):  
Social Media ◽  
Natural Disasters ◽  
Citizen Science ◽  
Citizen Participation ◽  
Disaster Relief ◽  
Local Communities ◽  
Citizen Involvement ◽  
The Government

Citizen participation in collect and distribute information increase the role of the citizen involvement in local issues and increasing the benefits of society for the government and the environment. The contribution of citizens can be useful in helping to deal with environment problems and assist certain parties in meeting data needs, this is commonly referred to as citizen science. In its development, citizen science involvement in providing information began to involve social media as a platform for sharing information. In this study we try to explore citizen science of Indonesia, we conduct case study exploring how citizen in Indonesia used social media such as Twitter in response to one of the country’s worst disaster in 2018 namely Lombok Earthquake. By analyzing these user generate message we may know what the response of Indonesian citizen during event and understand more about citizen science in Indonesia through social media including its role and contribution. The information also may assist local communities in obtaining up-to-date information, providing assistance according to needs of the populace and use to manage and plan disaster relief both during and after the event.

scholarly journals PENDIDIKAN LITERASI DIGITAL DI KALANGAN USIA MUDA DI KOTA BANDUNG

2018 ◽  
Vol 16 (2) ◽  
pp. 146 ◽  
Author(s):  
Hana Silvana ◽  
Cecep Darmawan
Keyword(s):  
Social Media ◽  
Young People ◽  
Digital Literacy ◽  
Positive Impact ◽  
Literacy Programs ◽  
Case Study Method ◽  
The Media ◽  
The Government ◽  
Use Of Social Media

AbstrakFenomena pengunaan media sosial sebagai media online semakin massive pada dekade ini. Kalangan muda sebagai generasi milenial atau digital native merupakan pengguna terbesar dalam penggunaan media sosial saat ini. Penelitian mengenai literasi digital masih jarang dilakukan terutama di Indonesia. Subyek penelitian ini adalah kalangan usia muda dengan rentang usia 17–21 tahun yang merupakan pengguna aktif media sosial. Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus. Informan yang dijadikan sampel penelitian sebanyak 5 orang dan 1 orang informan kunci dari pakar literasi media. Temuan yang diperoleh pada penelitian ini menunjukan pentingnya program literasi digital yang memberikan dampak positif bagi pengetahuan, pemahaman dan keterampilan dalam menggunakan media terutama media sosial yang saat ini sering dijadikan sumber informasi oleh khalayak terutama oleh kalangan yang berusia muda. Program ini memberikan kontribusi yang signifikan pada penyebaran informasi dalam menggunakan media massa terutama media sosial yang digunakan oleh kalangan usia muda sehingga ada kesadaran dalam menggunakan media. Pada pendidikan pelatihan (diklat) ini peserta belum semua mempunyai keahlian ini dikarenakan keahlian ini memerlukan latihan yang terus menerus dan konsisten sehingga mereka dapat melakukannya dengan baik. Oleh karena itu pendidikan literasi digital merupakan solusi yang dapat dilakukan oleh pemerintah dan elemen masyarakat dan civitas akademika yang peduli terhadap kemajuan bangsa. AbstractThe phenomenon of the use of social media as an online media is increasingly massive in the use of this decade. Young people as the native millennial or digital generation are the biggest users in the use of social media today. Research on digital literacy is still rare, especially in Indonesia. The subjects of this study were young people aged 17-21 years that were active users of social media. This study uses a qualitative approach to the case study method. The informants who were used as research samples were 5 people and 1 key informant from media literacy experts. The findings obtained in this study indicate the importance of digital literacy programs that have a positive impact on knowledge, understanding and skills in using the media, especially social media which is now often used as a source of information by audiences, especially among young people. information on using mass media, especially social media used by young people so that there is awareness in using the media. In this education participants do not all have this expertise because this skill requires continuous and consistent training so that they can do it well. Therefore digital literacy education is a solution that can be done by the government and elements of society and academics who care about the progress of the nation.

Organisations' conversations in social media: applying dialogue strategies in times of crises

2014 ◽  
Vol 19 (1) ◽  
pp. 10-33 ◽  
Author(s):  
Stefania Romenti ◽  
Grazia Murtarelli ◽  
Chiara Valentini
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Theoretical Framework ◽  
Crisis Response ◽  
The Body ◽  
Research Approach ◽  
Crisis Communications ◽  
Content Type ◽  
Response Strategies ◽  
Body Of Knowledge

Purpose – The aim of this paper is to develop and test a theoretical framework, grounded in managerial and organisational theories of dialogue, through which organisations can take decisions in relation to the most appropriate crisis response strategies for handling social media stakeholders. Design/methodology/approach – The theoretical framework is developed through a conceptual analysis of literature on dialogue, social media and crisis communication. The theoretical framework is then tested in eight different international organisations experiencing a crisis. For each case, different web contents, such as organisations' status updates/posts, links, videos published on Facebook, Twitter, and YouTube, were analysed using a rhetorical research approach. Findings – The analysed organisations apply different online dialogue strategies according to crisis types and in combination with specific crisis response strategies. Most of the organisations investigated carry on those dialogue strategies suitable to develop consensus (concertative), guide conversations on specific topics or issues (framing), find solutions to the crisis collectively (transformative). Concertative strategies were often associated with informative crisis response strategies, framing strategies with denial and justification crisis response strategies and transformative strategies with corrective actions. Research limitations/implications – By using a dialogic perspective in setting up online conversations with their external stakeholders, the paper proposes a theoretical model to explain companies' decisions in carrying on online dialogues during critical situations and thus contribute to the body of knowledge on online crisis communications. Practical implications – The proposed model can support crisis communicators to manage dialogue's aims and dimensions differently by taking into account both contextual and situational conditions. Originality/value – By integrating management studies on dialogue into crisis communication and social media literature, the authors intend to offer an alternative thinking of organisations' decision-making in relation to crisis response strategies and social media stakeholders.

scholarly journals Social Media Capabilities dalam Adopsi Media Sosial Guna Meningkatkan Kinerja UMKM

JEMBATAN ◽  
2020 ◽  
Vol 17 (2) ◽  
pp. 227-238
Author(s):  
Lia Febria Lina ◽  
Berlintina Permatasari
Keyword(s):  
Social Media ◽  
Marketing Strategy ◽  
Digital Media ◽  
Cost Effective ◽  
The Government ◽  
Use Of Social Media ◽  
The Relationship ◽  
Positive Effect ◽  
Moderating Role

Social media is currently being used by both large companies and SMEs. For large companies the use of social media has been used successfully in reaching potential consumers. However, for SMEs, the marketing strategy of using social media is still being questioned. The purpose of this study is to fill the gaps in previous research by examining the driving factors for SMEs in using social media in promoting their products and testing how the performance of SMEs after adopting this technology is good both in financial and non-financial aspects that have not been done much research. The results of this study found that the compatible, cost-effective, interactive variables had a positive effect on the use of social media and subsequently had a positive effect on both financial and non-financial performance. However, the moderating role of social media capabilities cannot strengthen the relationship between use and the performance of SMEs. The results of this study are expected to be the basis for evaluating SMEs so that they can use digital media to support their business. The government must also pay attention to this to actively socialize the use of digital media for MSMEs so that the performance of SMEs can increase.

scholarly journals When is silence golden? The use of strategic silence in crisis communication

2019 ◽  
Vol 24 (1) ◽  
pp. 162-178 ◽  
Author(s):  
Phuong D. Le ◽  
Hui Xun Teo ◽  
Augustine Pang ◽  
Yuling Li ◽  
Cai-Qin Goh
Keyword(s):  
Crisis Communication ◽  
English Language ◽  
Communication Theory ◽  
Crisis Response ◽  
Organizational Image ◽  
Content Type ◽  
Response Strategies ◽  
Image Repair Theory ◽  
Future Events

Purpose Scholars have discouraged using silence in crises as it magnifies the information vacuum (see Pang, 2013). The purpose of this paper is to argue for its viability and explore the type of silence that can be used. Design/methodology/approach Eight international cases were analyzed to examine how silence was adopted, sustained and broken. Findings The findings uncovered three intention-based typologies of strategic silence: delaying, avoiding and hiding silences. Among such, avoiding/hiding silence intensified crises and adversely affected post-silence organizational image when forcefully broken, while delaying silence helped preserve/restore image with primary stakeholders if successfully sustained and broken as planned. Research limitations/implications First, these findings may lack generalizability due to the limited number of cases studied. Second, local sentiments may not be fully represented in the English-language news examined as they may be written for a different audience. Finally, a number of cases studied were still ongoing at the time of writing, so the overall effectiveness of the strategy employed might be compromised as future events unfold. Practical implications A stage-based practical guide to adopting delaying silence is proposed as a supporting strategy before the execution of crisis response strategies. Originality/value This is one of the few studies to examine the role of silence in crisis communication as silence is not recognized as a type of response in dominant crisis theories – be it the situational crisis communication theory or the image repair theory (An and Cheng, 2010; Benoit, 2015; Benoit and Pang, 2008; Xu and Li, 2013).

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