Relevant bibliographies by topics / Crisis management in social media

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Crisis management in social media'

Author: Grafiati
Published: 4 June 2021
Last updated: 27 April 2022

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Journal articles on the topic "Crisis management in social media"

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Snoussi, Thouraya. "Social Media for Crisis Communication Management." International Journal of Business and Management Research 8, no. 3 (September 30, 2020): 64–72. http://dx.doi.org/10.37391/ijbmr.080302.

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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.
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Chwiałkowska, Agnieszka. "Crisis Management via Social Media." Transactions of the Institute of Aviation 227, no. 6 (December 21, 2012): 123–35. http://dx.doi.org/10.5604/05096669.1076731.

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BEDRANE, Dalila. "MEDIA LEAD BETWEEN CRISIS MANAGEMENT AND SOCIAL MEDIA." Route Educational and Social Science Journal 7, no. 48 (January 1, 2020): 173–96. http://dx.doi.org/10.17121/ressjournal.2647.

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Liu, Bingjie, Lori Pennington-Gray, and Louisa Klemmer. "Using social media in hotel crisis management: the case of bed bugs." Journal of Hospitality and Tourism Technology 6, no. 2 (August 17, 2015): 102–12. http://dx.doi.org/10.1108/jhtt-08-2014-0036.

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Purpose – The purpose of this paper is to provide greater insights into the-state-of-the-art in crisis management and aid in better response to health-related crises, with a specific focus on the hotel industry. This study extends the tourism crisis management model to include social media, concerning the role of monitoring and responding. Design/methodology/approach – This study enhances the classic 4R (readiness, reduction, response and recovery) crisis management model to include social media for hotels facing a bed bug crisis and/or other health-related crises. Findings – This paper discusses the use of social media at different phases of managing a bed bug crisis, which include risk reduction, readiness, response and recovery. Recommendations are also provided for hotel managers to combat health-related crises that are fought out on social media. Practical implications – Social media has helped to bridge the communication gap between customers and hotels. Bed bug infestations are a growing health crisis, and they have obtained increasing attention on social media sites. Without managing this crisis effectively, bed bug infestation can cause economic loss and reputational damages to hotel properties, ranging from negative comments and complaints, to possible lawsuits. Thus, it is essential for hoteliers to understand the importance of social media in crisis communication, and to incorporate social media in hotels’ crisis management plans. Originality/value – This study serves as one of the first attempts in the hospitality field to offer discussions and recommendations on how hotels can manage the bed bug crisis and other crises of this kind by incorporating social media into their crisis management practices.
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Wang, Yan. "Brand crisis communication through social media." Corporate Communications: An International Journal 21, no. 1 (February 1, 2016): 56–72. http://dx.doi.org/10.1108/ccij-10-2014-0065.

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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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Civelek, Mustafa Emre, Murat Cemberci, and Necati Erdem Eralp. "The Role of Social Media in Crisis Communication and Crisis Management." International Journal of Research in Business and Social Science (2147-4478) 5, no. 3 (April 20, 2016): 111–20. http://dx.doi.org/10.20525/ijrbs.v5i3.279.

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Social media and social media tools have improved rapidly and started to influence society especially in recent years. This influence has forced businesses to revolutionize their communication with the external environment. The fact that Web 2.0 has an influence on consumer behavior, and that it makes the consumers stronger; requires faster, more flexible and more sensitive communication processes in businesses. Especially during a time of crisis, a business’ communication with the external environment is quite critical. For this reason, the way how the crisis communication is managed through social media is vital for businesses. In this article, the perceptions of how to manage businesses during a time of crisis so that they make minimum loss, is shared.
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Jennex, Murray E. "Implementing Social Media in Crisis Response Using Knowledge Management." International Journal of Information Systems for Crisis Response and Management 2, no. 4 (October 2010): 20–32. http://dx.doi.org/10.4018/jiscrm.2010100102.

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Social media is being used by individuals during a crisis to alert rescuers to their location, status others on their condition or on environmental conditions, warn of issues, and so forth. However, organizations have been slower to adopt social media for crisis response. This paper explores issues affecting social media adoption by organizations for crisis response and proposes the use of knowledge management strategy as a process for mitigating these issues and guiding organizations in adopting social media into their crisis response plans.
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Young, Cory, Hunter Simmons, and Margaret Stewart. "Social listening during crises: A practitioner guide for crisis communication on social media." Volume 2 2, no. 2019 (March 2019): 38–40. http://dx.doi.org/10.30658/icrcc.2019.11.

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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.
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Zhang, Xuefang, and Renqun Huang. "The role of social media in public crisis governance." E3S Web of Conferences 253 (2021): 01066. http://dx.doi.org/10.1051/e3sconf/202125301066.

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The characteristics of dissemination and universal application of social media bring new opportunities for multiple arenas (such as government, social institutions, and the public) to participate in the governance of public crises. During China’s prevention and control of COVID-19, social media functioned well in the governance of the pandemic. This paper mainly analyzes the role of social media in crisis management from the perspectives of risk communication, social reconstruction, collaborative governance, etc., thereby providing the government with recommendations for the improved employment of social media and improving the public crisis response.
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Latonero, Mark, and Irina Shklovski. "Emergency Management, Twitter, and Social Media Evangelism." International Journal of Information Systems for Crisis Response and Management 3, no. 4 (October 2011): 1–16. http://dx.doi.org/10.4018/jiscrm.2011100101.

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This paper considers how emergency response organizations utilize available social media technologies to communicate with the public in emergencies and to potentially collect valuable information using the public as sources of information on the ground. The authors discuss the use of public social media tools from the emergency management professional’s viewpoint with a particular focus on the use of Twitter. Limited research has investigated Twitter usage in crisis situations from an organizational perspective. This paper contributes to the understanding of organizational innovation, risk communication, and technology adoption by emergency management. An in-depth longitudinal case study of Public Information Officers (PIO) of the Los Angeles Fire Department highlights the importance of the information evangelist within emergency management organizations and details the challenges those organizations face engaging with social media and Twitter. This article provides insights into practices and challenges of new media implementation for crisis and risk management organizations.
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Dissertations / Theses on the topic "Crisis management in social media"

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Modéus, Gabriel, Helena Olsson, and Rickard Paulsson. "Crisis management in social media." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19401.

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The rise of social media has brought an increasingly open and transparent environment, where everyone can share thoughts and opinions with other people. This new transparent world creates new challenges in many fields. One of these is in the field of crisis management. The question is how companies should handle a crisis in social media. The thesis starts by investigating theory regarding areas affecting crisis management in social media. From this theory; a quantitative survey, qualitative interviews and investigation of secondary data are conducted. This resulted in findings, regarding what is important for companies, concerning crisis management in social media. It is important for companies to monitor social media, to be quick in replying in social media and to reply in a human, non corporate, voice. It is as well important to have a crisis plan, a crisis response team and a main responsible for crisis management in social media. We have seen that it seems like larger companies generally are more prepared for crisis management in social media and that they consequently are better in handling a crisis in social media.
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Abrache, Cassandra. "Crisis Communication Management: -A Case Study of Oxfam’s 2018 Credibility Crisis." Thesis, Örebro universitet, Institutionen för humaniora, utbildnings- och samhällsvetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-75154.

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The growth of social media has set demands on organizations to be online and interact with stakeholders, especially during a crisis. The public are no longer seen as passive receivers of marketing messages. Previous studies have shown that the need for information increases during a crisis. Social media can be a powerful tool if is used strategically. This case study looks deeper into Oxfam’s 2018 Haiti sexual exploitation scandal, as an attempt to understand how organizations communicate on social media during a crisis. By co-applying multimodal critical discourse analysis (MCDA) and the social-mediated crisis communication (SMCC) model, a broader understanding of how the crisis was handled can be developed. The data consists of four Instagram posts that will be analyzed, drawing upon four multimodal frameworks from Machin (2017): Iconography: the ‘hidden meanings’ of images; The meaning of color in visual design; The meaning of typography; and Representation of social actors in images. In order to obtain a broader picture of the strategies, key public and relationships, the components of the SMCC model will be identified and presented for this case. The result of this study shows that multiple response strategies have been used to communicate both tailored messages and unified organizational messages. It is apparent that Oxfam did not have a clear strategy and altered between apologizing, “blaming” individuals within the organization and distancing themselves from the crisis.
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Stránská, Adriana. "Crisis Management on the social network Facebook." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-192424.

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The aim of the following thesis was to create a set of principles for crisis communication on Facebook. Presence in social media has become a standard part of any promotional mix. However, not every company fully recognizes the advantages and drawbacks of this tool. Once something goes wrong, the reputation of a company can be seriously endangered. The potential harm grows, when dealing with the issue is presented publicly. The thesis provides an analysis of how the emergence of social media changed the classical PR and a theoretical frame for a company's communication in case of negative publicity. In the analytical part two surveys were conducted, one within consumers to analyze their attitude towards making complaints on Facebook and the other one with social media experts by discussing their experience and opinions on this issue. Based on these findings, a set of 10 recommendations for crises on Facebook were formulated.
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Andrews, S., T. Day, K. Domdouzis, L. Hirsch, Raluca Lefticaru, and C. Orphanides. "Analyzing Crowd-Sourced Information and Social Media for Crisis Management." Springer International Publishing, 2016. http://hdl.handle.net/10454/17662.

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Yes
The analysis of potentially large volumes of crowd-sourced and social media data is central to meeting the requirements of the ATHENA project. Here, we discuss the various stages of the pipeline process we have developed, including acquisition of the data, analysis, aggregation, filtering, and structuring. We highlight the challenges involved when working with unstructured, noisy data from sources such as Twitter, and describe the crisis taxonomies that have been developed to support the tasks and enable concept extraction. State-of-the-art techniques such as formal concept analysis and machine learning are used to create a range of capabilities including concept drill down, sentiment analysis, credibility assessment, and assignment of priority. We ground many of these techniques using results obtained from a set of tweets which emerged from the Colorado wildfires of 2012 in order to demonstrate the applicability of our work to real crisis scenarios.
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Freij, Martin, and Andreas Gartnell. "Political Parties in Social Media : A case study of political parties’ crisis management in social media." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-35242.

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Title: Political Parties’ in Social Media - A case study of political parties’ crisis management in social media Introduction: The emergence of social media platforms has transformed how organizations communicate with stakeholders. The concept of social media is top of agenda for many business executives today. While some argue social media to provide unique opportunities for organizations, others argue the opposite. The rise of social media enables crises to escalate, implying that organizations need to have well-established crisis management strategies. In the Swedish election of 2014, social media is predicted to have enormous influence on the end result for the political parties. Prior to this thesis, no previous research has looked deeper into the context of crisis management in social media for political parties in Sweden. It is in the political context where this study contributes to the research area. Purpose: The aim of this paper is to investigate political parties’ crisis management in social media, using strategies developed for commercial organizations, and thereby contribute to the research of non-commercial organizations. Methodology: A triangulation method was used of semi structured interviews and archival analysis on four crises of political parties. Eight parties in the Swedish parliament where deliberately selected. However, only four of the parties, Socialdemokraterna (S), Sverigedemokraterna (SD), Vänsterpartiet (V) and Centerpartiet (C), had the possibility to participate in the study. Conclusion: (S), (V) and (C) all used both Facebook and Twitter as a crisis communication channel especially due to its speed and spread. However, (SD) did not use social media as crisis communication channel. The crisis management in social media of each party could improve immensely, however limited resources of employees and finance was found to be the main reasons holding the progress back. Conclusively, dialogue strategies and to some extent response strategies used by commercial organizations are indeed frequently used by political parties as well.
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Fountain, Amanda. "Harnessing the power of social media : understanding the use of social media for crisis communication /." View online, 2010. http://repository.eiu.edu/theses/docs/32211131576499.pdf.

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Gannon, Patrick J. "The impact of social media on crisis communication." Scholarly Commons, 2011. https://scholarlycommons.pacific.edu/uop_etds/775.

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The purpose of this study was to examine the impact of social media on crisis communication. To evaluate this impact, a case study method was utilized examining the crisis communication response of the Deepwater Horizon Oil Spill on April 20, 2010. This study focused on the response of the responsible party, British Petroleum, and the general public over three social media: Facebook, Twitter, and blogs. Through extensive analysis of both the company's and public response to the Gulf spill, nine implications were identified regarding social media's influence on crisis communication. These implications highlighted the potential for organizations to build interpersonal relationships with its publics. These relationships were found to be crucial in times of crises. The implications of this study also pointed to interactivity, using a "human voice," trust, and credibility as crucial factors in building these relationships and leading an effective crisis response across social media. This study also noted the new stress for organization's to respond quickly to crises as a result of instant news brought by social media. Implications of this study also highlighted social media's influence on individuals becoming contributing members of a crisis response. While social media has influenced the practice of crisis communication in many ways, this study found that the principles and ethics of the field have remained the same. In conclusion, analysis suggests that BP neglected using social media in its crisis response, a channel which has entered the mainstream of crisis communication. As a result, this study recommends the use of social media before, during, and after a crisis to ensure the welfare of a company and its relationship with its publics.
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Mohammed, Zuhura. "Crisis Communication and Management using SocialMedia: a Crisis Response to Ethiopian Airlines ET302 Crash." Thesis, Örebro universitet, Institutionen för humaniora, utbildnings- och samhällsvetenskap, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-85637.

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On the Sunday 10th of March 2019 Nairobi-bound Boeing 737MAX8 Flight ET302 of EthiopianAirlines plunge in to the ground and kills all 157 passengers onboard. Consequently, the accidenttook attention of international media and people around the world. This study therefore aims atinvestigating the communication strategies employed by EAL when managing ET302 planecrash and various issues associated with the crash using the two stages of crisis management. Toachieve the purpose, Nethnography and CDA methods were employed. To analyze thecommunication strategies SCCT was used. Accordingly, it was found out that, EAL highlyapplied “apology”, “shifting blame”, and “corrective action” strategies in its crisiscommunication via Facebook and Twitter pages. Additionally, the fairly immediate responsesgiven to each issue, the media monitoring system and the empathetic approach contributed to thegood crisis management. The study also finds out that more attention was given to the Twitterand updates were faster than the Facebook page. The study concludes that previous good imageof EAL plays a significant role to the impact a crisis would have in addition to its effective crisismanagement via social media. Finally, it’s recommended that EAL should communicate moreefficiently on its Facebook page to uplift its accomplishments and meet its online publics in awide range.
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Silva, Pedro Carlos da Cunha Teixeira da. "Crisis management in a social media environment from a public relations practitioners perspective." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/6091.

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Mestrado em Marketing
This Masters Final Work proposes to explore Crisis Management in a Social Media environment from a Public Relations (PR) Practitioners perspective. Currently, organizations are facing a problem: They have shown unpreparedness to the continuous evolution of Social Media, when it can be an opportunity if properly managed. This sometimes leads to crises arising in such an environment, which could be easily avoided. Our objective is to identify the mechanisms of Crisis Management in a Social Media Environment, from a PR Practitioners perspective. We propose to answer the following research question: “How do PR Practitioners manage crisis in a Social Media Environment?”. The method chosen to answer the research question was an exploratory Case Study, which win three communication agencies working with Social Media, managing their customer’s social networks. With this study we obtained a set of seven variables, considered by the communication agencies as relevant, that will enable organizations to prevent, manage and remediate a crisis in a Social Media environment, making an important contribution to companies that are having difficulties in this topic, or that are not yet present in Social Media.
Este Trabalho Final de Mestrado propõe-se a explorar a Gestão de Crise num ambiente de Social Media, da perspectiva dos Profissionais de Relações Públicas. Nos dias que correm, as organizações revelam um problema: Mostram não estar preparadas para a evolução continua do Social Media, considerando-a muitas vezes como uma ameaça, quando esta, se bem gerida, poderá ser uma oportunidade. Isto leva a que por vezes surjam crises neste ambiente, que seriam perfeitamente evitáveis. O nosso objectivo é identificar os mecanismos de Gestão de Crise num ambiente Social Media, da perspectiva dos Profssionais de Relações Públicas. Propomo-nos a responder à seguinte questão de investigação: “Como é que os Profissionais de Relações Públicas gerem uma crise num ambiente Social Media? O método escolhido para responder a esta questão foi um Estudo de Caso exploratório, que ocorreu em três agências de comunicação que trabalham com Social Media, gerindo as redes sociais dos seus clientes. Com este estudo obtivemos um conjunto de sete variáveis consideradas relevantes pelas agências de comunicação, e que permitirão às organizações estarem melhor preparadas para prevenir, gerir e solucionar uma crise num ambiente Social Media, proporcionando uma contribuição importante para as empresas com maior dificuldade em fazer esta gestão, ou que ainda não estão presentes no Social Media.
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Nazem, Ghanai Ramona, Malin Forss, and Gabriella Sundkvist. "Let's Make Better Mistakes Tomorrow : Brand Management and Crisis Communication for Social Media Influencers." Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-48973.

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Books on the topic "Crisis management in social media"

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Akhgar, Babak, Andrew Staniforth, and David Waddington, eds. Application of Social Media in Crisis Management. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-52419-1.

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Social media, crisis communication, and emergency management: Utilizing Web 2.0 technologies. Boca Raton, FL: CRC Press, 2012.

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R, Rucci Susan, Lin Xiangsen, Lu Qi, and Zhang Wei, eds. Wang shang bei tu cao zen me ban: She jiao mei ti shi dai de wei ji guan li. Shanghai: Shanghai ren min chu ban she, 2015.

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Lang chao qiu sheng: She hui hua mei ti shi dai wei ji guan li ji wang luo ying xiao = Crisis management and online marketing in social media era. Beijing Shi: Ji xie gong ye chu ban she, 2012.

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B, Pratt Cornelius, ed. Case studies in crisis communication: International perspectives on hits and misses. New York, NY: Routledge, 2011.

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The four stages of highly effective crisis management: How to manage the media in the digital age. Boca Raton. FL: CRC Press, 2011.

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Vasterman, Peter, ed. From Media Hype to Twitter Storm. NL Amsterdam: Amsterdam University Press, 2018. http://dx.doi.org/10.5117/9789462982178.

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The word media hype is often used as rhetorical argument to dismiss waves of media attention as overblown, disproportional and exaggerated. But these explosive news waves, as well as - nowadays - the twitter storms, are object of scientific research, because they are an important phenomenon in the public area. Sometimes it is indeed 'much ado about nothing' but in many cases these media storms have play an important role in political issues, scandals and crises. Twitter storms sometimes ruin reputations within hours. Although different concepts are used, such as media hypes, news waves, media storms, information cascades or risk amplification, all the studies in this book refer to the same process in which key events trigger a chain of reactions and interactions, building up huge news waves in the media or rapidly spreading social epidemics in the social media. This book offers the first comprehensive overview of this important topic. It is not only interesting for scholars and students in media and journalism, but also for professionals in PR and communication, crisis communication and reputation management.
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Managing crises and disasters with emerging technologies: Advancements. Hershey, PA: Information Science Reference, 2012.

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Jin, Yan, and Lucinda Austin. Social Media and Crisis Communication. 2nd ed. New York: Routledge, 2022. http://dx.doi.org/10.4324/9781003043409.

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Van Looy, Amy. Social Media Management. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-21990-5.

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Book chapters on the topic "Crisis management in social media"

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Bailer, Werner, Gert Kienast, Georg Thallinger, and Gerhard Backfried. "Data Fusion Across Traditional and Social Media." In Fusion Methodologies in Crisis Management, 213–27. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-22527-2_10.

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Stern, Eric K. "Crisis Management, Social Media, and Smart Devices." In Application of Social Media in Crisis Management, 21–33. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-52419-1_3.

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Finn, Rachel, Hayley Watson, and Kush Wadhwa. "Mining social media for effective crisis response." In Big Data, Surveillance and Crisis Management, 38–56. 1 Edition. | New York : Routledge, 2017.: Routledge, 2017. http://dx.doi.org/10.4324/9781315638423-3.

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Ravazzani, Silvia, and Alessandra Mazzei. "Social Media and the Role of Internal Communication for Crisis Prevention and Management." In Social Media and Crisis Communication, 215–25. 2nd ed. New York: Routledge, 2022. http://dx.doi.org/10.4324/9781003043409-24.

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Imran, Muhammad, Patrick Meier, and Kees Boersma. "The use of social media for crisis management." In Big Data, Surveillance and Crisis Management, 19–37. 1 Edition. | New York : Routledge, 2017.: Routledge, 2017. http://dx.doi.org/10.4324/9781315638423-2.

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Delavallade, Thomas, Simon Fossier, Claire Laudy, and Gaëlle Lortal. "On the Challenges of Using Social Media for Crisis Management." In Fusion Methodologies in Crisis Management, 137–75. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-22527-2_8.

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Gulnerman, Ayse Giz, Himmet Karaman, and Anahid Basiri. "New Age of Crisis Management with Social Media." In Open Source Geospatial Science for Urban Studies, 131–60. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-58232-6_8.

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Sutherland, Karen E. "Managing Reputation, Ethics, Risk, Issues and Crises." In Strategic Social Media Management, 41–73. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-4658-7_4.

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Rein, Kellyn, Ravi Coote, Lukas Sikorski, and Ulrich Schade. "Standardization to Deal with Multilingual Information in Social Media During Large-Scale Crisis Situations Using Crisis Management Language." In Application of Social Media in Crisis Management, 115–31. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-52419-1_8.

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de Oude, Patrick, Gregor Pavlin, Thomas Quillinan, Julij Jeraj, and Abdelhaq Abouhafc. "Cloud-Based Intelligence Aquisition and Processing for Crisis Management." In Application of Social Media in Crisis Management, 133–53. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-52419-1_9.

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Conference papers on the topic "Crisis management in social media"

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Kreiner, Karl, Aapo Immonen, and Hanna Suominen. "Crisis management knowledge from social media." In the 18th Australasian Document Computing Symposium. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2537734.2537740.

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Ben Said, Kholoud. "Crisis Communication in Social Media Era." In 11th international conference on Management, Economics, and Humanities. Acavent, 2021. http://dx.doi.org/10.33422/11th.icmeh.2021.07.44.

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Kotsiopoulos, Ioannis. "Social Media in Crisis Management: Role, Potential, and Risk." In 2014 IEEE/ACM 7th International Conference on Utility and Cloud Computing (UCC). IEEE, 2014. http://dx.doi.org/10.1109/ucc.2014.110.

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R., Ms Swapna Ashmi. "Crisis Faced By Children with Special Reference to Social Media." In International Conference On Contemporary Researches in Engineering, Science, Management & Arts, 2020. Bonfring, 2020. http://dx.doi.org/10.9756/bp2020.1002/61.

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Cirqueira, Douglas, Fernando Almeida, Gültekin Cakir, Antonio Jacob, Fabio Lobato, Marija Bezbradica, and Markus Helfert. "Explainable Sentiment Analysis Application for Social Media Crisis Management in Retail." In Special Session on User Decision Support and Human Interaction in Digital Retail. SCITEPRESS - Science and Technology Publications, 2020. http://dx.doi.org/10.5220/0010215303190328.

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Bunker, Deborah, Christian Ehnis, Philip Seltsikas, and Linda Levine. "Crisis management and social media: Assuring effective information governance for long term social sustainability." In 2013 IEEE International Conference on Technologies for Homeland Security (HST). IEEE, 2013. http://dx.doi.org/10.1109/ths.2013.6699008.

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Lazreg, Mehdi Ben, Morten Goodwin, and Ole-Christoffer Granmo. "An Iterative Information Retrieval Approach from Social Media in Crisis Situations." In 2019 International Conference on Information and Communication Technologies for Disaster Management (ICT-DM). IEEE, 2019. http://dx.doi.org/10.1109/ict-dm47966.2019.9033008.

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Madureira, Loide Tomas, and Celio Goncalo Marques. "Model of crisis management in social media — Suggestion for the health sector." In 2016 11th Iberian Conference on Information Systems and Technologies (CISTI). IEEE, 2016. http://dx.doi.org/10.1109/cisti.2016.7521408.

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Wang, Changmei, and Dingming Lu. "A Review of the Brand Crisis in the Context of Social Media." In Fifth International Conference on Economic and Business Management (FEBM 2020). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.201211.113.

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Roeder, Jan. "Alternative Data for Credit Risk Management: An Analysis of the Current State of Research." In Digital Support from Crisis to Progressive Change. University of Maribor Press, 2021. http://dx.doi.org/10.18690/978-961-286-485-9.13.

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Determining credit risk is important for banks and nonbanks alike. For credit risk management, the heterogeneous data generated today can potentially complement the established data such as balance sheet ratios. It has not yet been clearly shown which alternative data sources, such as social media or satellite data, provide added value and how this value can be extracted effectively. This review provides an overview of the intersection between these areas and develops a research agenda. The analysis of the 29 identified papers shows that the use of financial news is analyzed most frequently. Social media has also been used to some extent. The use of other alternative data sets, such as geospatial data, has been analyzed infrequently. The empirical evidence suggests that alternative data can provide both explanatory and predictive benefits in credit risk management. Convergence in terms of analytical approaches and evaluation offers the potential to advance the field.
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Reports on the topic "Crisis management in social media"

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Seybold, Patricia. Boston Globe Masters Social Media in a Crisis. Boston, MA: Patricia Seybold Group, April 2013. http://dx.doi.org/10.1571/bp04-25-13cc.

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Coleman, Jr, and Thomas L. The News Media: Should They Play a Role in Crisis Management? Fort Belvoir, VA: Defense Technical Information Center, March 1989. http://dx.doi.org/10.21236/ada207341.

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Wang, Xinxin, and Linda S. Niehm. The embedment of social media in small business supply network management. Ames: Iowa State University, Digital Repository, 2013. http://dx.doi.org/10.31274/itaa_proceedings-180814-642.

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Volkmer, Ingrid. Social media and COVID-19: A global study of digital crisis interaction among Gen Z and millennials. University of Melbourne, November 2021. http://dx.doi.org/10.46580/124367.

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The COVID-19 pandemic is revealing that global big tech platforms and social media are core sites for continuous engagement with crisis content for young citizens. This study included twenty-four countries from all continents at the time of the heightened COVID-19 crisis, and our survey targeted 18-40 year olds, Millennials and Gen Zs – overall n = 23,483 respondents. Outcomes show that for young citizens across continents, crisis communication is not just about press briefings. Instead, crisis communication is continuous interaction and engagement across their multiple source environments. Young citizens navigate social media, national media, search sites and messaging apps, they engage with peer communities, science and health experts and – across all countries – substantially with the social media content of the World Health Organization (WHO). Overall, they create their own individual crisis narrative based on the sources they use and the insights they select. This report outlines these new crisis communication dimensions within a transnational social media space and offers numerous suggestions for incorporating social media in crisis response strategies.
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Romero-Rodríguez, Luis Miguel, Ángel Torres-Toukoumidis, and Amor Pérez-Rodríguez. Gestión Comunicacional de Crisis: Entre la agenda corporativa y mediática. Estudio de caso Volkswagen España / Crisis Communication Management: Between the corporate and the media agenda. Case study Volkswagen. Revista Internacional de Relaciones Públicas, June 2017. http://dx.doi.org/10.5783/rirp-13-2017-06-83-100.

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Levantovych, Oksana. COVID 19 MEDIA COVERAGE: AN ANALYSIS OF HEORHII POCHEPTSOV’S VIEW. Ivan Franko National University of Lviv, February 2021. http://dx.doi.org/10.30970/vjo.2021.49.11061.

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The article analyses the peculiarities of the coverage of the covid pandemic in the Ukrainian media, the emphasis placed by the media in news, and how the online mode of modern life and social distancing affects the growth of media influence. Special attention is paid to the view of the famous publicist Heorhii Pocheptsov, who does not exclude the possibility that the coronavirus was invented intentionally to control millions of people around the world. Permanently, the world faces numerous challenges of different scales: economic, military, socio-political, environmental, epidemiological ones. In 2020, the largest and the most unexpected event, undoubtedly, was the deadly coronavirus pandemic, which spread from the small Chinese province of Wuhan to the whole world and already took more than one million people’s lives in less than a year. Thus, the media, that in the post-information society actually have an unprecedented impact on people, form a person’s perception of such challenges. As a result, our understanding of the pandemic is directly related to the information we consume from the media. In fact, from the very start of quarantine, the media space began to be captured by analytical materials in which experts from various fields tried to predict what the world would be like after the end of coronavirus. These experts were of two types: some claimed that irreversible changes would deepen the permanent economic and socio-political crisis, and by claiming that they intensified panic, while others argued that any crisis is a chance to restart and grow. The experts put different emphases covering the covid pandemic in the media, but it is important to pay attention to the analysis of the famous publicist, propaganda researcher – Heorhii Pocheptsov, who sees the coronavirus as a tool to influence millions of people. The pandemic will end sooner or later, but no matter whether the virus was artificially invented or not, the processes that have already been launched around the world cannot stop as if nothing had happened. But Heorhii Pocheptsov’s opinion about the possible artificial nature of the virus should make us more vigilant while consuming information from TVs or from the online media, as it is possible that this information might be a part of a great game that we were not warned about.
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Godenau, Dirk, and Daniel Buraschi. Recent trends in irregular maritime immigration in the Canary Islands. Observatorio de la Inmigración de Tenerife. Departamento de Geografía e Historia. Universidad de La Laguna. Tenerife, 2020. http://dx.doi.org/10.25145/r.obitfact.2020.06.

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The recent intensification in irregular maritime migrations in the Atlantic route through the Canary Islands, which is employed to reach the European mainland from Africa, coincides in time with the presence of the coronavirus pandemic and incorporates some novelties involving a flow that has been present in the archipelago’s evolution for almost three decades. It also exhibits many similarities with the permanent manifestation of this influx, even though the scant planning and weak response initially implemented in an effort to comprehensively manage this migration has placed the phenomenon at the forefront of the current affairs and debate in the region. As a result, a social context of enormous uncertainty due to the health and economic crisis, the direct and almost real-time knowledge of the outcome of many crossings thanks to social media, together with the confusion sown by how this mobility is being managed, all raise the need to reconsider its analysis in order to ascertain its current characteristics and keys to its understanding.
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Adegoke, Damilola, Natasha Chilambo, Adeoti Dipeolu, Ibrahim Machina, Ade Obafemi-Olopade, and Dolapo Yusuf. Public discourses and Engagement on Governance of Covid-19 in Ekiti State, Nigeria. African Leadership Center, King's College London, December 2021. http://dx.doi.org/10.47697/lab.202101.

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Numerous studies have emerged so far on Covid-19 (SARS-CoV-2) across different disciplines. There is virtually no facet of human experience and relationships that have not been studied. In Nigeria, these studies include knowledge and attitude, risk perception, public perception of Covid-19 management, e-learning, palliatives, precautionary behaviours etc.,, Studies have also been carried out on public framing of Covid-19 discourses in Nigeria; these have explored both offline and online messaging and issues from the perspectives of citizens towards government’s policy responses such as palliative distributions, social distancing and lockdown. The investigators of these thematic concerns deployed different methodological tools in their studies. These tools include policy evaluations, content analysis, sentiment analysis, discourse analysis, survey questionnaires, focus group discussions, in depth-interviews as well as machine learning., These studies nearly always focus on the national government policy response, with little or no focus on the constituent states. In many of the studies, the researchers work with newspaper articles for analysis of public opinions while others use social media generated contents such as tweets) as sources for analysis of sentiments and opinions. Although there are others who rely on the use of survey questionnaires and other tools outlined above; the limitations of these approaches necessitated the research plan adopted by this study. Most of the social media users in Nigeria are domiciled in cities and their demography comprises the middle class (socio-economic) who are more likely to be literate with access to internet technologies. Hence, the opinions of a majority of the population who are most likely rural dwellers with limited access to internet technologies are very often excluded. This is not in any way to disparage social media content analysis findings; because the opinions expressed by opinion leaders usually represent the larger subset of opinions prevalent in the society. Analysing public perception using questionnaires is also fraught with its challenges, as well as reliance on newspaper articles. A lot of the newspapers and news media organisations in Nigeria are politically hinged; some of them have active politicians and their associates as their proprietors. Getting unbiased opinions from these sources might be difficult. The news articles are also most likely to reflect and amplify official positions through press releases and interviews which usually privilege elite actors. These gaps motivated this collaboration between Ekiti State Government and the African Leadership Centre at King’s College London to embark on research that will primarily assess public perceptions of government leadership response to Covid-19 in Ekiti State. The timeframe of the study covers the first phase of the pandemic in Ekiti State (March/April to August 2020).
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Dopfer, Jaqui. Öffentlichkeitsbeteiligung bei diskursiven Konfliktlösungsverfahren auf regionaler Ebene. Potentielle Ansätze zur Nutzung von Risikokommunikation im Rahmen von e-Government. Sonderforschungsgruppe Institutionenanalyse, 2003. http://dx.doi.org/10.46850/sofia.3933795605.

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Whereas at the end of the 20th century there were still high expectations associated with the use of new media in terms of a democratisation of social discourse and new potential for citizens to participate in political decision-making, disillusionment is now spreading. Even today, the internet is often seen only as a technical tool for the transmission of information and communication, which serves as a structural supplement to "real" discourse and decision-making processes. In fact, however, the use of new media can open up additional, previously non-existent possibilities for well-founded and substantial citizen participation, especially at regional and supra-regional level. According to the results of this study, the informal, mediative procedures for conflict resolution in the context of high-risk planning decisions, which are now also increasingly used at the regional level, have two main problem areas. Firstly, in the conception and design chosen so far, they do not offer citizens direct access to the procedure. Citizens are given almost no opportunities to exert substantial influence on the content and procedure of the process, or on the solutions found in the process. So far, this has not been remedied by the use of new media. On the other hand, it is becoming apparent that the results negotiated in the procedure are not, or only inadequately, reflected in the subsequent sovereign decision. This means that not only valuable resources for identifying the problem situation and for integrative problem-solving remain unused, but it is also not possible to realise the effects anticipated with the participation procedures within the framework of context or reflexive self-management. With the aim of advancing the development of institutionally oriented approaches at the practice level, this study discusses potential solutions at the procedural level. This takes into account legal implications as well as the action logics, motives and intentions of the actors involved and aims to improve e-government structures. It becomes evident that opening up informal participation procedures for citizen participation at the regional level can only be realised through the (targeted) use of new media. However, this requires a fundamentally new approach not only in the participation procedures carried out but also, for example, in the conception of information or communication offerings. Opportunities for improving the use of the results obtained from the informal procedures in the (sovereign) decision-making process as well as the development of potentials in the sense of stronger self-control of social subsystems are identified in a stronger interlinking of informal and sovereign procedures. The prerequisite for this is not only the establishment of suitable structures, but above all the willingness of decision-makers to allow citizens to participate in decision-making, as well as the granting of participation opportunities and rights that go beyond those previously granted in sovereign procedures.
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McKenna, Patrick, and Mark Evans. Emergency Relief and complex service delivery: Towards better outcomes. Queensland University of Technology, June 2021. http://dx.doi.org/10.5204/rep.eprints.211133.

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Emergency Relief (ER) is a Department of Social Services (DSS) funded program, delivered by 197 community organisations (ER Providers) across Australia, to assist people facing a financial crisis with financial/material aid and referrals to other support programs. ER has been playing this important role in Australian communities since 1979. Without ER, more people living in Australia who experience a financial crisis might face further harm such as crippling debt or homelessness. The Emergency Relief National Coordination Group (NCG) was established in April 2020 at the start of the COVID-19 pandemic to advise the Minister for Families and Social Services on the implementation of ER. To inform its advice to the Minister, the NCG partnered with the Institute for Governance at the University of Canberra to conduct research to understand the issues and challenges faced by ER Providers and Service Users in local contexts across Australia. The research involved a desktop review of the existing literature on ER service provision, a large survey which all Commonwealth ER Providers were invited to participate in (and 122 responses were received), interviews with a purposive sample of 18 ER Providers, and the development of a program logic and theory of change for the Commonwealth ER program to assess progress. The surveys and interviews focussed on ER Provider perceptions of the strengths, weaknesses, future challenges, and areas of improvement for current ER provision. The trend of increasing case complexity, the effectiveness of ER service delivery models in achieving outcomes for Service Users, and the significance of volunteering in the sector were investigated. Separately, an evaluation of the performance of the NCG was conducted and a summary of the evaluation is provided as an appendix to this report. Several themes emerged from the review of the existing literature such as service delivery shortcomings in dealing with case complexity, the effectiveness of case management, and repeat requests for service. Interviews with ER workers and Service Users found that an uplift in workforce capability was required to deal with increasing case complexity, leading to recommendations for more training and service standards. Several service evaluations found that ER delivered with case management led to high Service User satisfaction, played an integral role in transforming the lives of people with complex needs, and lowered repeat requests for service. A large longitudinal quantitative study revealed that more time spent with participants substantially decreased the number of repeat requests for service; and, given that repeat requests for service can be an indicator of entrenched poverty, not accessing further services is likely to suggest improvement. The interviews identified the main strengths of ER to be the rapid response and flexible use of funds to stabilise crisis situations and connect people to other supports through strong local networks. Service Users trusted the system because of these strengths, and ER was often an access point to holistic support. There were three main weaknesses identified. First, funding contracts were too short and did not cover the full costs of the program—in particular, case management for complex cases. Second, many Service Users were dependent on ER which was inconsistent with the definition and intent of the program. Third, there was inconsistency in the level of service received by Service Users in different geographic locations. These weaknesses can be improved upon with a joined-up approach featuring co-design and collaborative governance, leading to the successful commissioning of social services. The survey confirmed that volunteers were significant for ER, making up 92% of all workers and 51% of all hours worked in respondent ER programs. Of the 122 respondents, volunteers amounted to 554 full-time equivalents, a contribution valued at $39.4 million. In total there were 8,316 volunteers working in the 122 respondent ER programs. The sector can support and upskill these volunteers (and employees in addition) by developing scalable training solutions such as online training modules, updating ER service standards, and engaging in collaborative learning arrangements where large and small ER Providers share resources. More engagement with peak bodies such as Volunteering Australia might also assist the sector to improve the focus on volunteer engagement. Integrated services achieve better outcomes for complex ER cases—97% of survey respondents either agreed or strongly agreed this was the case. The research identified the dimensions of service integration most relevant to ER Providers to be case management, referrals, the breadth of services offered internally, co-location with interrelated service providers, an established network of support, workforce capability, and Service User engagement. Providers can individually focus on increasing the level of service integration for their ER program to improve their ability to deal with complex cases, which are clearly on the rise. At the system level, a more joined-up approach can also improve service integration across Australia. The key dimensions of this finding are discussed next in more detail. Case management is key for achieving Service User outcomes for complex cases—89% of survey respondents either agreed or strongly agreed this was the case. Interviewees most frequently said they would provide more case management if they could change their service model. Case management allows for more time spent with the Service User, follow up with referral partners, and a higher level of expertise in service delivery to support complex cases. Of course, it is a costly model and not currently funded for all Service Users through ER. Where case management is not available as part of ER, it might be available through a related service that is part of a network of support. Where possible, ER Providers should facilitate access to case management for Service Users who would benefit. At a system level, ER models with a greater component of case management could be implemented as test cases. Referral systems are also key for achieving Service User outcomes, which is reflected in the ER Program Logic presented on page 31. The survey and interview data show that referrals within an integrated service (internal) or in a service hub (co-located) are most effective. Where this is not possible, warm referrals within a trusted network of support are more effective than cold referrals leading to higher take-up and beneficial Service User outcomes. However, cold referrals are most common, pointing to a weakness in ER referral systems. This is because ER Providers do not operate or co-locate with interrelated services in many cases, nor do they have the case management capacity to provide warm referrals in many other cases. For mental illness support, which interviewees identified as one of the most difficult issues to deal with, ER Providers offer an integrated service only 23% of the time, warm referrals 34% of the time, and cold referrals 43% of the time. A focus on referral systems at the individual ER Provider level, and system level through a joined-up approach, might lead to better outcomes for Service Users. The program logic and theory of change for ER have been documented with input from the research findings and included in Section 4.3 on page 31. These show that ER helps people facing a financial crisis to meet their immediate needs, avoid further harm, and access a path to recovery. The research demonstrates that ER is fundamental to supporting vulnerable people in Australia and should therefore continue to be funded by government.
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