scholarly journals Social media for emergency messaging with youth and families during the coronavirus 2019 (COVID-19) pandemic: Getting it right

2021 ◽  
Vol 19 (9) ◽  
pp. 109-116
Author(s):  
Heather M. Hilliard, MHA, MBA, CEM, CFM ◽  
Martha J. Ignaszewski, MD, FRCPC ◽  
Kunmi Sobowale, MD ◽  
Linda Chokroverty, MD, FAAP
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Community Action ◽  
Life Safety ◽  
Communication Plan ◽  
Safety Issues ◽  
Emergency Managers ◽  
Disaster Communications ◽  
Media Channels ◽  
Transitional Aged Youth

Disaster communications are frequently included as an area of improvement in the majority of incident after action reports. One segment of the population that is overlooked or intentionally excluded from messaging constructs is adolescents and transitional aged youth. Social media, the preferred mechanism of this population, has the capacity to both educate as well as misinform. Thoughtful and intentional utilization of social media channels for adolescent audiences can convey facts and motivation for appropriate community action when mindfully incorporated into a crisis communication plan by emergency managers. Increasing methods of accurately conveying life-safety issues during the COVID-19 pandemic and its increasing variants must be done correctly and timely.

scholarly journals Risk, Crisis, and Social Media

2017 ◽  
Vol 38 (2) ◽  
pp. 1-17 ◽  
Author(s):  
Joel Rasmussen ◽  
Øyvind Ihlen
Keyword(s):  
Social Media ◽  
Cultural Diversity ◽  
Digital Divide ◽  
Crisis Communication ◽  
Media Use ◽  
Empirical Studies ◽  
Equal Access ◽  
Access To Information ◽  
Social Media Use ◽  
Media Channels

Abstract The literature on social media use in risk and crisis communication is growing fast, and it is time to take stock before looking forward. A review of 200 empirical studies in the area shows how the literature is indeed increasing and focusing on particular social media plat forms, users, and phases from risk to crisis relief. However, although spanning 40 countries, a large proportion of the world’s social media users are under-represented in the research. In addition, little attention is given to the question of who is actually reached through social media, and the effects of the digital divide are rarely discussed. This article suggests that more attention is given to the questions of equal access to information and ICTs, complementary media channels, and cultural diversity.

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.

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.

Expectations vs. Practice in Critical Infrastructure Operator Crisis Communication

2021 ◽  
pp. 24-50
Author(s):  
Laura Petersen ◽  
Laure Fallou ◽  
Paul Reilly ◽  
Elisa Serafinelli
Keyword(s):  
Social Media ◽  
Digital Media ◽  
Crisis Communication ◽  
Critical Infrastructure ◽  
Online Questionnaire ◽  
The Public ◽  
Vulnerable Communities ◽  
Related Information ◽  
Public Expectations ◽  
Emergency Managers

Previous research into social media in crisis communication has tended to focus on use by emergency managers rather than another key stakeholder, critical infrastructure (CI) operators. This chapter adds to this field by empirically investigating public expectations of information provided by CI operators during crisis situations. It does so by drawing on a review of the literature on public expectations of disaster-related information shared via social media. Then it presents the results of an online questionnaire and interview-based study of disaster-vulnerable communities in France, Norway, Portugal, and Sweden. Results indicate that members of the public expect CI operators to provide information via traditional and social media, but not necessarily respond to queries on social media. Operators appear to meet traditional media expectations but should expand their current practices to include digital media.

How publics react to crisis communication efforts

2014 ◽  
Vol 18 (1) ◽  
pp. 40-57 ◽  
Author(s):  
W. Timothy Coombs ◽  
Sherry Jean Holladay
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Online News ◽  
Organizational Crisis ◽  
Crisis Communications ◽  
Content Type ◽  
Media Messages ◽  
Media Channels ◽  
Crisis Responses

Purpose – The purpose of this paper is to provide a rationale and framework for examining stakeholder reactions to crisis communication messages in various social media channels. Stakeholders can become crisis communications by entering various sub-arenas of the larger rhetorical arena. The concept of sub-arena is presented and a case analysis used to illustrate the application and value of examining stakeholder crisis communicators during a crisis. Design/methodology/approach – Content analysis was used to evaluate publicly available social media messages posted on the Livestrong blog and the Huffington Post online news site. Findings – The paper demonstrates that monitoring reactions of stakeholders can reveal how individuals can act as crisis communications in social media messages can serve as barometers the effectiveness of an organization's crisis response. The importance of examining multiple sub-arenas is considered due to the influence of supportive stakeholders in organizational social media. Research limitations/implications – Only two sub-arenas were analyzed using one crisis response during a crisis that extended over a number of months. Practical implications – The paper includes implications for the examination of social media messages from supportive stakeholder and neutral sub-arenas. The results provide indicators of the effectiveness of an organization's crisis response and how stakeholder messages in social media may contribute to or undermine the crisis response. Originality/value – This paper demonstrates the value of monitoring social media comments to gauge reactions to organizational crisis responses and demonstrates how stakeholders can function as informal crisis managers. It also begins the discussion of the value and conceptualization of sub-arenas.

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>

Wykorzystanie mediów społecznościowych w komunikacji z klientem na przykładzie firm sektora piwowarskiego

2015 ◽  
pp. 161-176 ◽  
Author(s):  
Piotr Szamrowski ◽  
Adam Pawlewicz
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Small Enterprises ◽  
Brewing Industry ◽  
Video Sharing ◽  
Advantages And Disadvantages ◽  
Media Platform ◽  
The Individual ◽  
Media Channels ◽  
Regional Character

The main objective of this paper is to identify the platforms and social media tools utilized by the brewing industry in communication with the stakeholders, mainly with potential clients. In addition, the study sought to determine the nature of the published content, identify those responsible for their management, and present the advantages and disadvantages of their conduct in communication and creating the image of the company. The results indicate that only 25% of the surveyed companies do not use social media in PR. This applies only to small enterprises, with regional character. All the major brewing companies in their public relations activities use at least one type of social media, focusing in most cases on social networking (Facebook) and Video Sharing (YouTube). In addition, some of the largest brands included in the individual equity groups have their own social media channels used to communicate with the stakeholders. General promotion of company products and, what is very important, creating a dialogue with social media platform community, were seen as the most important benefits of using social media.

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