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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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YesThe 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 MarketingThis 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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Narducci, Cassandra. "Social Media and Reputation Management During Crisis: A Case Study of the 2012-2013 NHL Lockout." Thesis, Université d'Ottawa / University of Ottawa, 2016. http://hdl.handle.net/10393/34226.
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The aim of this study is to understand the influence of online discussion forums during times of crisis. These forums can be considered as a form of social media, a relatively new form of technology that is constantly evolving and gaining in popularity. It has become an important medium, and can be integral in communications plans, specifically with regards to crisis communication. Through the use of these media, message delivery has unbelievable breadth and speed, making it crucial to understand its implications in crisis events. In order to understand social media’s implications in reputation management, during times of crisis, an ethnographic content analysis was conducted through the analysis and comparison of comments posted on news forums and media documents issued by the NHL during the 2012-2013 lockout. Literature suggests the importance of relationship management prior to crisis onset, as social media has the potential to inflame and contaminate the perceptions of others. Through social media, the formation and emergence of an engaged and active public was observed and studied. However, when considering traditional crisis communication theories, results from this particular case are counterintuitive; the findings counter traditional crisis communication theories, suggesting that cases such as this one are to be investigated further.
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Golway, Danielle. "Relationship, trust and crisis communication on social media with millennials and generation Z." Thesis, Kansas State University, 2017. http://hdl.handle.net/2097/35551.
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Master of ScienceDepartment of Journalism and Mass Communications
Xiaochen Zhang
This study examined crisis communication on social media applying relationship management theory. There are few credibility checks on social media platforms, and some say publics no longer believe messages through this type of media (Domonoske, 2016; Ho, 2012). However, many people get news from social media platforms and trust the information they read (Turcotte, York, Irving, Scholl, & Pingree, 2015). Crisis theories suggest strong relationships are less affected by crisis situations, and relationships are heavily based on trust (Broom, Casey, & Ritchey, 1997; Coombs, 2000; Coombs & Holladay, 2006; Ledingham, 2003). Through a survey, this study found a statistically significant positive relationship between perceived organization-public relationship, trust and, credibility in crisis communication on social media within the Millennial and Generation Z groups. These generations are the most active on social media, and this study challenged the claim that they do not believe information online (Richards, 2017; Statista, 2016).
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Barnard, Sydney A. "Content-based Clustering and Visualization of Social Media Text Messages." Wright State University / OhioLINK, 2018. http://rave.ohiolink.edu/etdc/view?acc_num=wright1527085083542772.
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Castro, C. Daniel. "The impact of police and media relations on a crisis." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2006. http://library.nps.navy.mil/uhtbin/hyperion/06Sep%5FCastro.pdf.
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Thesis (M.A. in Security Studies (Homeland Security and Defense))--Naval Postgraduate School, September 2006.Thesis Advisor(s): Nadav Morag, Kristie Koenig. "September 2006." Includes bibliographical references (p. 105-109). Also available in print.
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Giblin, Patrick J. "Social media's impact on higher education crisis communication plans." Scholarly Commons, 2011. https://scholarlycommons.pacific.edu/uop_etds/776.
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Using case study methods, four crises that were reported in the past 36 months were examined to see if university officials modified established crisis communication plans to better respond to messages and rumors on social networking. Two of the crises dealt with safety issues and two were reputational crises designed to discredit the institution. Four communication professionals were also interviewed for their opinions about social networking use during crises. The study concludes that universities should adopt a social networking aspect into crisis communication plans, including preauthorizing specific types of messages to be released during the first few minutes of a crisis without review from higher administrators. A model of this new crisis communication plan is included. Social media use is also recommended during other stages of a crisis to better inform the community of what is happening on a campus.
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Mensah, Florence, and Thaha Osman. "Communicating through social media to regain stakeholders trust during crises : A case study about H&M." Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-18344.
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Crisis management is the process by which an organisation deals with a disruptive and unexpected event that threatens to harm the organisation or its stakeholders. Fast fashion retailers have been highly affected by crisis spread through social media, which could be seen as a result of the increasing usage of social media. This thesis is concerned with crisis management and crisis communication examining Coombs Situational Crisis Communication Theory. Trust repair in regards to social media is further investigated and incorporated with Coombs SCCT model. The purpose of the study is to gain an insight into how trust repair works when dealing with crises, in the context of social media. A qualitative study was utilised with an abductive approach to research the purpose. The context of this paper is a case study involving H&M, the second biggest fast fashion retail company, that managed to miss the mark by publishing an ad that provoked many people all over social media. Social media platforms, namely Facebook, Twitter and Instagram, were observed and a social media feed was collected and later analysed to shed light on the trust repair process. A focus groups was also formed to gain complementary data to strengthen the findings. The findings add insight to the field of crisis management, as well as the concepts trust repair and social media, which have not been researched together in relation to crisis management and crisis communication before. Findings showed that H&M used different approaches in dealing with the crisis, some corresponding with the SCCT model to regain trust from their stakeholders.
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Væver, Kronborg Katja. "Transparency on Corporate Websites and Social Media During Crises : A Rhetorical and Semiotic Analysis on the Rhetorical Constructions of Transparency Online." Thesis, Högskolan för lärande och kommunikation, Högskolan i Jönköping, HLK, Medie- och kommunikationsvetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-36385.
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This research paper is examining how corporations can create a rhetorical construction of transparency on digital platforms in order to make their communication appear transparent during a crisis. Crisis communication theory and theories of rhetoric and transparency have been used in order to analyse the crises situations and the linguistic means used in crisis related messages. By using the methods of semiotics and digital rhetoric, an analytical framework was developed to be able to analyse the level of both the rhetorical construction of transparency as well as the actual transparency by identifying what information has been disclosed and what has been withheld. The two companies used for the analysis were Toyota and Samsung, who both experienced a crisis in 2016. It was found that the two companies used different strategies in their crisis communication, in which Toyota came across as the best prepared corporation in times of crises due to a clearer reaction, which was not changed. Both corporations managed to construct a level of transparency through their use of language, however, some information was found to have been withheld, causing the actual transparency to be of a lower degree than the constructed transparency. Thus, by using language in certain ways, corporations are able to convince their stakeholders that they are transparent while being able to withhold different information that could prove valuable to some groups of stakeholders.
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Hysenlika, Vjollca. "Communicating During an Organizational Crisis: Using Facebook as a Relationship Management Tool." Scholar Commons, 2012. http://scholarcommons.usf.edu/etd/4337.
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The purpose of this study was to determine how organizations communicate on Facebook during a crisis, from a relationship management perspective, and how their interactivity, responsiveness, and transparency affect their Fan page's relevance, importance, and appeal. In this study, the researcher conducted a controlled experiment to examine if a strategized Facebook Fan page that contained a high level of interaction, responsiveness, and transparency contributed to long-lasting relationships with fans or helped organizations recover/prevent a crisis. The researcher created eight different conditions (Facebook Fan Pages) presenting a crisis message, and recruited 200 students (25 participants per condition) from the University of South Florida (USF) to participate in the experiment. The findings did not demonstrate exactly what the research study was designed to find. The individual hypotheses were not supported during the ANOVA tests, except Hypothesis 1a. The ANOVA tests showed that the high vs. low interactivity, high vs. low responsiveness or high vs. low transparency did not have a significant effect on a Fan page's relevance, importance, and appeal. The variables did not have an independent influence, and they did not show any significance standing alone. However, the ANOVA tests surprisingly revealed a dramatic three-way interaction effect of all three independent variables on relevance and importance.
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Norling, Emma. "Kommuners användande av Facebook och Twitter i kriskommunikation." Thesis, Högskolan i Halmstad, Akademin för lärande, humaniora och samhälle, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-37329.
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The purpose of this study is to create an understanding for crisis communication in four different municipalities. The main question is how these municipalities have been working with crisis communication on the social media, Facebook and Twitter, during 2012-2017. The study is of the qualitative type and the method is based on interviews with communication managers and senior communication managers. In combination with interviews, a rhetorical analyze has been done of the municipalities’ crisis announcement, on Facebook and Twitter. The earlier research and theory which this study is based on, is related areas in crisis communication. Focus is also set on definitions of crisis and the results shows that Facebook has been the central part of the crisis communications to these specific municipalities compared to Twitter. In the analysis it also shows that none of the municipalities has been involved in big crisis during this period.
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Johansson, Frida. "Agera innan du reagerar : En fallstudie av myndigheters, företags och idéburna organisationers proaktiva kriskommunikationsarbete i sociala medier." Thesis, Umeå universitet, Institutionen för kultur- och medievetenskaper, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-67918.
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The purpose of this study is to compare social media's role in the proactive crisis communication planning in two administrations, two companies and two non-profit organizations. A qualitative comparative study method has been used and people familiar with social media and crisis communications work from each business has been interviewed. The interviews have been transcribed and analyzed to discover the opinions and reasoning about how businesses work with proactive crisis communication and the role they give social media. The interviews were analyzed based on selected theories and previous research in strategic crisis communications, where issues management and crisis communication plans have a significant role. Also research on the pros and cons of social media and crisis communications channels have been used. The results showed that all areas of crisis communication plans are designed in a reactive way for how to act when a crisis has already occurred. However all operations conducts external environment monitoring intelligence and say that they are trying to be proactive in crisis situations by building relationships and addressing the highlighted problems. All activities except LKAB stated that they work a lot with social media to build relationships and address problems. Businesses also see social medias speed and ability to reach many people as a great advantage. However, they also point out that the speed can be a risk when rumors and misinformation can spread quickly. It appears that businesses are seeing more benefits of social media than disadvantages. They also indicate that there is an advantage to using traditional media as a crisis communications channel when they have an immense impact that social media can´t match. All but LKAB are positive about the use of social media and intend to use them in combination with other channels in crisis situations, which means that social media is given a major role in relation to other channels. Their work with external environment monitoring and addressing the issues they highlighted suggests that they try to be proactive. However, it is worth pointing out that all defined crises as external events and their reactive crisis communications plans nonetheless suggests that they did not put a clear emphasis on actively work to proactively prevent crises to arise.
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Crossman, Nathaniel C. "Stream Clustering And Visualization Of Geotagged Text Data For Crisis Management." Wright State University / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=wright1590957641168863.
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Sjögren, Johanna, and Johanna Liedgren. "Hur uttrycker sig en företagskris på Facebook?" Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-194643.
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Facebook´s importance has grown significantly regarding crisis communication. A deficiency concerning what types of companies has been investigated earlier and how their crisis communication should be carried out on Facebook, has been identified. The aim of this study is to examine the crisis communication of a smaller company on Facebook and explore how this communication has been received by the company’s recipients. We apply an explorative approach on to a case study in order to answer the aim. The posts of the company and the comments of the Facebook users were coded and analyzed to see whether the crisis communication of the company had resulted in a positive, negative or neutral outcome. Based on this study it can be stated that no association between the communication of the company and the reactions of the Facebook users can be identified. This lack of association is due to more contributory factors than the ones investigated in this paper.
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Lambret, Clémence Vignal. "Social media crises in the organization: exploring management strategies through cases from France and Brazil." reponame:Repositório Institucional do FGV, 2016. http://hdl.handle.net/10438/15574.
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The aim of this Master’s thesis has been to shed light on the response strategies that organizations are implementing when facing a crisis created on or amplified by social media. Since the development of social media in the late 1990s, the interplay between the online and the offline spheres has become more complex, and characterized by dynamics of a new magnitude, as exemplified by the wave of 'Twitter' Revolutions or the Wikileaks scandal in the mid 2000s, where online behaviors deeply affected an offline reality. The corporate world does not escape to this worldwide phenomenon, and there are more and more examples of organizational reputations destroyed by social media 'fireballs'. As such, this research aims to investigate, through the analysis of six recent cases of corporate crises (2013-2015) from France and Brazil, different strategies currently in use in order to identify examples of good and bad practices for companies to adopt or avoid when facing a social media crisis. The first part of this research is dedicated to a review of the literature on crisis management and social media. From that review, we were able to design a matrix model, the Social Media Crisis Management Matrix, with which we analyzed the response strategies of the six companies we selected. This model allows the conceptualization of social media crises in a multidimensional matrix built to allow the choice, according to four parameters, of the most efficient (that is: which will limit the reputational damage) response strategy. Attribution of responsibility for the crisis to the company by stakeholders, the origin of the crisis (internal or external), the degree of reputational threat, and the emotions conveyed online by stakeholders help companies determining whether to adopt a defensive response, or an accommodative response. The results of the analysis suggest that social media crises are rather manichean objects for they are, unlike their traditional offline counterparts, characterized by emotional involvement and irrationality, and cannot be dealt with traditionally. Thus analyzing the emotions of stakeholders proved to be, in these cases, an accurate thermometer of the seriousness of the crisis, and as such, a better rudder to follow when selecting a response strategy. Consequently, in the cases, companies minimized their reputational damage when responding to their stakeholders in an accommodative way, regardless of the 'objective' situation, which might be a change of paradigm in crisis management.
O objetivo desta dissertação de mestrado é de esclarecer as estratégias que as organizações estão implementando quando enfrentam uma crise criada ou amplificada pelas mídias sociais. Desde o desenvolvimento das mídias sociais no final dos anos 1990, a interação entre as esferas off-line e on-line tornou-se mais complexa, e caracteriza-se por dinâmicas de uma nova magnitude, como exemplificado pela onda de revoluções 'Twitter' ou o escândalo Wikileaks em meados da década de 2000, onde os comportamentos on-line afetaram profundamente a realidade off-line. O mundo corporativo não escapa a este fenômeno mundial, e há cada vez mais exemplos de reputações corporativas destruídas por movimentos nas mídias sociais. Assim sendo, esta pesquisa tem como objetivo investigar, por meio da análise de seis casos recentes de crises corporativas (2013-2015) da França e do Brasil, diferentes estratégias atualmente em uso. Busca-se identificar exemplos de boas e más práticas para as empresas adotarem ou evitarem ao enfrentarem uma crise nas mídias sociais. A primeira parte deste trabalho é dedicada a uma revisão da literatura sobre gestão de crises e mídias sociais. A partir dessa revisão, eu desenvolvi um modelo matricial, a Matriz de Gerenciamento de crise em Mídias Sociais, com o qual eu analisei as estratégias de resposta das seis empresas que selecionei. Este modelo permitiu a conceituação de crises nas mídias sociais em uma matriz multidimensional construída para permitir a escolha, de acordo com quatro parâmetros, da estratégia de resposta mais eficiente (isto é: o que irá limitar o dano à reputação). Atribuição de responsabilidade pela crise para a empresa pelos stakeholders, a origem da crise (interna ou externa), o grau de ameaça à reputação, e as emoções transmitidas on-line pelos interessados ajudam as empresas a determinar a adoção de uma resposta defensiva ou acomodativa. Os resultados da análise sugerem que as crises de mídia social são, ao contrário de suas contrapartes off-line tradicionais, caracterizadas por envolvimento emocional e irracionalidade, e não podem ser tratadas tradicionalmente. Assim, analisar as emoções do stakeholders mostrou-se, nos casos analisados, um bom termômetro da gravidade da crise, e como tal, um melhor direcionador para selecionar uma estratégia de resposta. Por conseguinte, nos casos, as empresas minimizaram os danos à reputação ao responder aos seus stakeholders de forma acomodativa, independentemente da situação 'objetiva', o que pode ser uma mudança de paradigma no gerenciamento de crise.
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Costello, Anthony. "Facilitating Information Retrieval in Social Media User Interfaces." Doctoral diss., University of Central Florida, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6257.
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As the amount of computer mediated information (e.g., emails, documents, multi-media) we need to process grows, our need to rapidly sort, organize and store electronic information likewise increases. In order to store information effectively, we must find ways to sort through it and organize it in a manner that facilitates efficient retrieval. The instantaneous and emergent nature of communications across networks like Twitter makes them suitable for discussing events (e.g., natural disasters) that are amorphous and prone to rapid changes. It can be difficult for an individual human to filter through and organize the large amounts of information that can pass through these types of social networks when events are unfolding rapidly. A common feature of social networks is the images (e.g., human faces, inanimate objects) that are often used by those who send messages across these networks. Humans have a particularly strong ability to recognize and differentiate between human Faces. This effect may also extend to recalling information associated with each human Face. This study investigated the difference between human Face images, non-human Face images and alphanumeric labels as retrieval cues under different levels of Task Load. Participants were required to recall key pieces of event information as they emerged from a Twitter-style message feed during a simulated natural disaster. A counter-balanced within-subjects design was used for this experiment. Participants were exposed to low, medium and high Task Load while responding to five different types of recall cues: (1) Nickname, (2) Non-Face, (3) Non-Face & Nickname, (4) Face and (5) Face & Nickname. The task required participants to organize information regarding emergencies (e.g., car accidents) from a Twitter-style message feed. The messages reported various events such as fires occurring around a fictional city. Each message was associated with a different recall cue type, depending on the experimental condition. Following the task, participants were asked to recall the information associated with one of the cues they worked with during the task. Results indicate that under medium and high Task Load, both Non-Face and Face retrieval cues increased recall performance over Nickname alone with Non-Faces resulting in the highest mean recall scores. When comparing medium to high Task Load: Face & Nickname and Non-Face significantly outperformed the Face condition. The performance in Non-Face & Nickname was significantly better than Face & Nickname. No significant difference was found between Non-Faces and Non-Faces & Nickname. Subjective Task Load scores indicate that participants experienced lower mental workload when using Non-Face cues than using Nickname or Face cues. Generally, these results indicate that under medium and high Task Load levels, images outperformed alphanumeric nicknames, Non-Face images outperformed Face images, and combining alphanumeric nicknames with images may have offered a significant performance advantage only when the image is that of a Face. Both theoretical and practical design implications are provided from these findings.Ph.D.
Doctorate
Industrial Engineering and Management Systems
Engineering and Computer Science
Industrial Engineering
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Bazydlo, Nadia, and Sofia Wallin. "A lifebuoy that supports in deep water : A qualitative case study investigating how an external actor can support an organisation in crisis." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-324823.
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Problem Crisis management has never been as important as it is today. Considering that criticism is being spread in a fast pace through social media, the reputation of an organisation can quickly be damaged. Several organisations however lack internal knowledge about crisis management. The majority of the previous research about crisis management has been conducted from the organisations’ perspective. There is however relatively little research done from an external actor’s role in supporting an organisation in crisis. Purpose This study aims to contribute in the crisis management and communication field by investigating how an external actor can support an organisation in crisis. Method The study was conducted through a qualitative single case study of crisis management support provided to firms by one external actor, a PR-agency. Primary data for the case was collected from six semi-structured interviews. Conclusion External actors are a suitable helping hand in crises because they possess experience and knowledge in media and crisis communication and can view the situation objectively. Crisis consultants support their clients by providing a response strategy that is built on being honest and open. Proactive and post work are not prioritised by clients but are highly important for crisis preparedness and building a strong reputation. Social media is a standard part of today’s crisis communication but is also a demanding channel that creates incentives for hiring external support.
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Bengtsson, Josefin. "Stormar, kunder och Facebook– En fallstudie över Kraftringen Energi ABs kommunikationsstrategier på Facebook, vid en storm." Thesis, Malmö högskola, Fakulteten för teknik och samhälle (TS), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20189.
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I denna uppsats har energibolaget Kraftringen Energi AB blivit behandlat, utifrån syftet attundersöka de strategier som de använder vid en storm med fokus på deras användning av det sociala mediet, Facebook. Utöver detta har också en jämförelse gjorts för att se om deras arbete skiljer sig från det arbete som gjordes innan varumärkesbytet som Kraftringen Energi AB genomgick för två år sen med det arbete som görs idag, med fokus på kommunikationen till kunderna vid en storm. Det fanns också en förhoppning om att kunna presenteraförbättringsförslag som företaget kan använda sig av i deras framtida arbete.För att genomföra detta har forskningsmetoden fallstudie används, och där fokusen har legat påden informationen som framkom vid de sex semistrukturerade kvalitativa intervjuer somgjordes som hade ett målinriktat urval av intervjupersoner. Det material som tagits fram vidintervjuerna har sedan jämförts med tidigare forskning och teori, men också med deninnehållsanalys som har gjorts av företagets Facebook-sida under stormen Sven.Den slutsats som tagits fram med hjälp av diskussionen visar på att det idag inte finns strategierpå hur arbetet på Facebook ska fungera vid en storm, vilket därmed också blivit ett av deförbättringsförslag som tagits fram tillsammans med att tillsätta en ansvarig för denna uppgift.Det fanns inte heller någon märkbar skillnad på arbetet som gjordes innan varumärkesbytet motdet som görs idag vid en storm, utöver att företaget använder sig av Facebook. En idé sompresenterats till detta är att genomföra träning på den strategi som finns idag för att finna nyaförbättringar på den. Men också att företaget bör överväga att ta fram strategier hur derasFacebook-sida ska användas och om det ska finnas en ansvarig person för denna sida samt derasandra sociala medier.In this paper, the energy company Kraftringen Energi AB has been discussed, according to the purpose to investigate the strategies they use at a storm with a focus on their use of social media, Facebook. In addition, also a comparison was made to see if their work differs from the work that was done before the rebranding as Kraftringen Energi AB underwent two years ago with the work they do today, with a focus on the communication to their customers in during a storm. There was also a hope to present proposals for improvement, which the company can use in their future work.To implement this, the research case study method used, and where the focus has been on the information that emerged during the six semi-structured qualitative interviews were made that had a targeted selection of interview subjects. The materials developed during the interviews were then compared with the previous research and theory, but also with the content analysis made by the company's Facebook page during the storm Sven.The conclusion that has been developed with the help of the discussion shows that today there are strategies on how the work on this should work in a storm, which thus also become one of the suggestions for improvement that have been developed along with adding a charge of this task. There was also no significant difference in the work that was done before the brand transition to what is done today by a storm, beyond that the company uses Facebook. One idea that has been presented to this is to conduct training on the approach available today to find new improvements to it. But also that the company should consider developing strategies how their Facebook page to be used and if there is to be a responsible person for this page, as well as their other social media.
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Fellman, Fanny, and Moa Grönroos. ""SJ AB har kommenterat ditt inlägg" : En kvantitativ och kvalitativ studie om SJ AB:s kommunikation i sociala medier." Thesis, Mittuniversitetet, Avdelningen för medie- och kommunikationsvetenskap, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-24222.
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Title: “SJ AB har kommenterat ditt inlägg”: En kvantiativ och kvalitativ studie om SJ AB:s kommunikation i sociala medier Writers: Fanny Fellman and Moa Grönroos Class, semester, year: Bachelor thesis, 15 HP, winter semester 2014 Number of words in the thesis: 13 566 Problem definition and purpose: Our purpose is to investigate how SJ communicate in social media in crisis. SJ AB is a Swedish train company with traffic across Sweden who may be affected by a variety of crises. Social media use has today grown and now uses just not the Internet for pleasure, but also to ask questions and get feedback. Social media leads us into a new communication scenery, which also applies to organizations to be present. Internet thus play a major role in the battle for the main communication arenas and may even have been one of the most important media to communicate through during a crisis - Internet helps to organize crises, whether you're talking about handling or solutions of crises. In that SJ has many followers in their social media, it puts them in a tight seat and forces them to act. Methods and material: The empirical data is collected through quantitative and qualitative methods. The quantitative and qualitative material has been collected through fifty posts from SJ's stakeholders in the organization's official pages on Facebook and Twitter. Our selection was due to the social networking SJ had the most activity and the selection of posts were posts that dealt with some form of crisis. Main results: What SJ is at the forefront with is to communicate with their stakeholders within short time. In the majority of posts you could see communication from the organization within an hour race. This suggests that SJ AB concentrates on answering its stakeholders quickly. What pervade their presence on both Facebook and Twitter is that they always, in any form, offers a solution and / or explanation of the situation. In contrast to vary the quality of the solution depending on the social medium terms and the type of crisis terms, and it results in SJ AB's attitude perceived as engaging but also passively. In many of the cases where they explain and offer a solution to the crisis shows they are also a good transparency by showing an openness to the interested about what happened and why. In the majority of the analyzed posts, SJ is confirming rather than taking distance to the crises and problems that stakeholders highlight of their consciousness. On the other hand, sometimes it occurs revulsion if it is felt justified, but then it’s explained closely. SJ strives to have an informal language when communicating via social media, and it's something that generally is consistently communicating on Facebook while on Twitter vary to a greater extent. In the communication via social media so not perceived stakeholder and SJ AB as unequal. The organization adapts to the stakeholder and try to engage in stakeholder's level, speaking not too formal but for dialogue as if it were in real life. Through dedication and simple language achieves SJ AB and stakeholder together with an understanding of the current crisis, and in this way they can together contribute to the crisis dissolves. Keywords: social media, crisis communications, crisis management, SJ AB, strategic communication, relationship building
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Edvinsson, Daniel, and Koppy Daniel von. "Krisinformation och sociala medier : Rekommendationer för proaktiva åtgärder mot falsk information och ryktesspridning på sociala medier." Thesis, Mittuniversitetet, Avdelningen för data- och systemvetenskap, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-33223.
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Våren 2017 upplevde Sverige en kris när det terrorattentat med flest dödsfall sen 1940 inträffade; en lastbil körde längs Drottninggatan i Stockholm, varpå flera personer blev påkörda varav fem personer dödades. Händelsen spred sig snabbt i sociala medier och delar av informationen som spreds var obekräftade uppgifter som senare visade sig vara felaktiga. Syftet med denna studie har varit att framställa rekommendationer för kriskommunikatörers proaktiva arbete mot falsk information och ryktesspridning på sociala medier samt utgöra en grund för vidare forskning inom krisinformatik. För att uppnå detta syfte har sex respondenter från Krisinformation.se och Polisen intervjuats och en tidslinje (Bilaga 3) upprättats för att förtydliga händelseförloppet på sociala medier under terrorattentatet. Analys av data från det insamlade materialet har resulterat i tio rekommendationer som kan appliceras för att proaktivt motverka falsk information och ryktesspridning på sociala medier. Rekommendationer som kan appliceras generellt hos aktörer inom krishantering. Dessa rekommendationer var: Öva; Bevaka; Skapa material; Var snabb; Var korrekt; Var närvarande; Bemöt rykten; Var tillgänglig; Utbilda; Crowdsourca.In the spring of 2017, Sweden experienced a crisis when the most deadly act of terrorism since 1940 occured; a truck drove through a crowd of people on Drottninggatan in Stockholm, hitting several people and killing five. The event spread rapidly in social media and the circulating information was in part unconfirmed data that later turned out to be incorrect. The purpose of this study was to generate recommendations regarding emergency communicators’ proactive work against false information and the spreading of rumors on social media, while at the same time be a foundation for future studies within crisis informatics. To achieve this purpose six respondents from Krisinformation.se and the Swedish police were interviewed and a timeline (Bilaga 3) was created in order to clarify the chain of events on social media during the act of terrorism. Analysis of data from the aggregated material has resulted in ten recommended measures applicable to proactive work against false information and spreading of rumors in social media. Measures that can be applied generally to actors within crisis management. These measures were: Practice; Monitor; Create material; Be quick, Be correct; Be present; Respond to rumors; Be available; Educate; Crowdsource.
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Pettersson, Malin, and Amanda White. "Inte bara en kommentar : En studie om krishantering på sociala medier." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-35636.
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Abstract Title: It’s not just a comment – a study about Crisis Management on Social Media Author: Malin Pettersson 910624 and Amanda White 920310 Year: Spring 2014 Level: Bachelor degree Department: School of Business and Economics Supervisor: Carina Holmgren Examiner: Frederic Bill Purpose: The purpose of this paper is to develop and test a theoretical model for Crisis Management on social media. Method: The overall literature that was found consisted of traditional Crisis Management and the communication that goes with it, and it was mainly written for traditional channels such as newspapers. The theories could not concretely describe how organizations should handle crisis in Social Media. Therefore, this study focuses on if and how organizations can use the traditional theories when working with crisis management in social media. Through a qualitative method the study has examined and tested the model on three crises, and subsequently improved the model based on the empirical material and the analysis that was made. Conclusion: The conclusion found that organizations need to adjust their crisis management after following guidelines for it to work on social media: - Strategies should be limited to only one, and be either a rebuilding strategy or a bolstering strategy. - The focus should be on emotional communication, and regarding the rational aspects the focus should be on actual actions and plans for the future. - Clear guidelines for what type of questions and critics that should be answered should be set. Due to time restrictions questions and critics that communicate direct attacks and/or has playful undertones should be filtered out. - Spokespersons can be many, which amplifies the need of clear guidelines and a coherent choice of strategy. Further, the messages should all be signed the same regardless of its creator. A good choice is therefore to sign it with the organizations name. - Social media demands constant presence as the organizations must answer comments quickly, preferably within the hour of their publication. They must also quickly share information to make sure they are first with defining the crisis events. Furthermore, organizations should be active on all the social media channels where they have an account to avoid creating a forum for only speculations, rumors and discussions between stakeholders. - Authorities should not stand alone in the spotlight, and they should not act alone on the organizations social media channels. Keywords: Crisis Management, Crisis Communication, Crisis Response, Response stage, Social Media, Preventable Crisis, Findus, Max, Parken Zoo.
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von, Koppy Daniel. "Krisinformationoch sociala medier : Rekommendationerför proaktiva åtgärder mot falsk information och ryktesspridning på socialamedier." Thesis, Mittuniversitetet, Avdelningen för data- och systemvetenskap, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-33237.
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Våren 2017 upplevde Sverige en kris när det terrorattentat med flest dödsfall sen 1940 inträffade; en lastbil körde längs Drottninggatan i Stockholm, varpå flera personer blev påkörda varav fem personer dödades. Händelsen spred sig snabbt i sociala medier och delar av informationen som spreds var obekräftade uppgifter som senare visade sig vara felaktiga. Syftet med denna studie har varit att framställa rekommendationer för kriskommunikatörers proaktiva arbete mot falsk information och ryktesspridning på sociala medier samt utgöra en grund för vidare forskning inom krisinformatik. För att uppnå detta syfte har sex respondenter från Krisinformation.se och Polisen intervjuats och en tidslinje (Bilaga 3) upprättats för att förtydliga händelseförloppet på sociala medier under terrorattentatet. Analys av data från det insamlade materialet har resulterat i tio rekommendationer som kan appliceras för att proaktivt motverka falsk information och ryktesspridning på sociala medier. Rekommendationer som kan appliceras generellt hos aktörer inom krishantering. Dessa rekommendationer var: Öva; Bevaka; Skapa material; Var snabb; Var korrekt; Var närvarande; Bemöt rykten; Var tillgänglig; Utbilda; Crowdsourca.In the spring of 2017, Sweden experienced a crisis when the most deadly act of terrorism since 1940 occured; a truck drove through a crowd of people on Drottninggatan in Stockholm, hitting several people and killing five. The event spread rapidly in social media and the circulating information was in part unconfirmed data that later turned out to be incorrect. The purpose of this study was to generate recommendations regarding emergency communicators’ proactive work against false information and the spreading of rumors on social media, while at the same time be a foundation for future studies within crisis informatics. To achieve this purpose six respondents from Krisinformation.se and the Swedish police were interviewed and a timeline (Bilaga 3) was created in order to clarify the chain of events on social media during the act of terrorism. Analysis of data from the aggregated material has resulted in ten recommended measures applicable to proactive work against false information and spreading of rumors in social media. Measures that can be applied generally to actors within crisis management. These measures were: Practice; Monitor; Create material; Be quick, Be correct; Be present; Respond to rumors; Be available; Educate; Crowdsource.
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Moodley, Kenny. "Creating Leadership Efficacy Through Digital Media in the Electricity Supply Industry." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4082.
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Business leaders lack transformational leadership strategies to promote the use of digital communication in the electricity supply industry. The purpose of this multiple case study was to explore transformational leadership strategies to promote the use of digital communication to mitigate electricity-related shutdowns and other electricity-related product recalls. The conceptual framework for this study aligns with general systems theory. The participants recruited in the study were business leaders, key account electricity consumers, and electricity consumers located in Johannesburg, South Africa. The rationale for the target population was their success in implementing transformational leadership strategies to promote the use of digital communication to mitigate the risk of electricity-related shutdowns. Data collection included semistructured interviews, direct observations with 14 participants, archival records/materials, and documents. Saldana's sequence of coding and data analysis technique using thematic coding and content analysis were used to determine specific themes and patterns derived from the 3 data sources. Based on methodological triangulation, 4 emergent themes evolved: business sustainability, digital media, electricity-related product recall crisis, and leadership efficacy that would assist leaders in growing a sustainable business in the electricity supply industry. The results of this study may contribute to positive social change by providing leaders with transformational leadership strategies for embracing digital media to ensure the industry's sustainability. This in turn would encourage improved economic activity, broad-based black economic empowerment, investments in health, education, environmental issues, and business opportunities for small businesses.
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Grujicic, Misel, and Anna Madsen. "Återhämtningsprocessen hos en svensk livsmedelsproducent efter ett allvarligt produktfel : En studie av Findus hantering av ”Hästköttsskandalen” under våren 2013." Thesis, Linköpings universitet, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-104693.
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This study deals with a Swedish company in a food industry that got affected by product failure, which led to consumer trust crisis followed by media and was needed to be managed. Situation had a negative impact on company’s trademark, which acquired long recovery work by the company. Study is following a case example of Findus problems with having horse meat in their meat product that was supposed to contain beef meat. Study aims to research how the company dealt with situation, through crisis communication and recovery strategies. This study has conducted two content analyses, one for traditional media and one for blogs (social media channel), one participating observation at Findus production facilities and also conducted one qualitative interview with Findus. The study has been conducted with a slightly deductive approach and is a qualitative study in a constructionist way.BakgrundSvensk livsmedelsindustri är känd för att utge sig att vara kvalitetsmedveten och mån om konsumenternas intressen, men drabbades under februari månaden 2013 av ett produktfel orsakat av det internationella matfusket. Den sjunde februari blev det allmänt känt att frysta produkter som skulle innehålla nötkött, egentligen innehöll hästkött. Situationen väckte stor uppmärksamhet som resulterade i en mediastorm, med många skandalrubriker och med matproducenten Findus i fokus. Produktfelet och medföljande mediastormen har lett till stora bekymmer hos konsumenter, som uttryckte sitt missnöje genom en negativ opinionsbildning i diverse sociala medier. Findus fick då handskas med opinionen från både traditionell media och sociala mediekanaler. Det starka varumärket blev således hårt utsatt från flera håll och företaget stod inför krävande uppgift med att hantera krisen orsakad av produktfelet. Därpå skulle ett återhämtningsarbete genomföras, med målet att minimera de skadliga effekterna, samt att i längden återhämta det starka varumärkets anseende och konsumenternas förtroende.SyfteStudien syftar till att studera hur en känd svensk matproducent med starkt varumärke hanterar en förtroendekris och genomför återhämtningsarbete till följd av ett produktfel som fångats upp av media.MetodDenna studie har genomförts med en kvalitativ metod med fallstudie som forskningsdesign, av typen intrinsikal. Ansatsen har varit främst deduktiv med vissa induktiva inslag. Studien har använt en positivistisk stil samt tar avstamp ur ett konstruktivistiskt synsätt. Empiri har insamlats med hjälp av grundad teori genom databaserna ”Newsline” och ”bloggportalen.se”, en kvalitativ intervju och en deltagande observation.SlutsatsNär produktfelet uppstått, hade Findus insett att situationen kan få proportioner av en kris och därefter sammankallade en krisgrupp som skulle hantera frågan både internt och externt. Företaget lyckades dock inte med att komma ut i medier på egen hand, utan blev uppsökt av medierna, som hade negativa påföljder där företaget fick handskas med större kris än vad den egentligen borde ha varit. Situationen räddades genom att företaget så småningom tillhandahöll adekvata förklaringar och tog ansvaret för det uppstådda felet, samt att högst uppsatta medarbetare har varit aktiva med uttalanden i traditionella medier. Företaget hade dock lägre aktivitet i sociala medier, vilket var en miss. Återhämtningsarbete hade som mål att upparbeta kundrelationer och detta har åstadkommits bra genom kampanjen ’Välkommen till Bjuv’, som genomsyrrades av transparens och bidrog till att förtroendet för varumärket ökat. Hanteringen av krisen har visat på att det råder ett starkt psyke inom företaget. Slutligen har Findus utvärderat resultatet av vidtagna åtgärder och dragit lärdomar av återhämtningserfarenhet. Trots de inledande felen, har företaget sammanfattningsvis kommit ur krisen med ännu starkare varumärke, främst tack vare väl genomfört återhämtningsarbete.
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Burman, Josefine, and Linnea Hosten. "Behovet alltid större än möjligheterna : En fallstudie av de drabbade kommunernas kriskommunikation i samband med branden i Västmanland." Thesis, Umeå universitet, Institutionen för kultur- och medievetenskaper, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-101628.
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The tsunami in Thailand in 2004, 9/11 and hurricane Katrina in New Orleans 2005 are all reminders that no organization is immune to crises, which also means that all organizations should be prepared and know how to handle a crisis if one was to occur. A case study has been conducted, on a crisis regarding a fire that occurred on the 31st of July 2014 in Västmanland, Sweden. Through Qualitative interviews empirical data was gathered and then analyzed together with our theories and previous research. The purpose of the study is to analyze how the municipalities affected and the County Administrative Board of Sweden handled and communicated with/to the public during the fire that spread in Västmanland 2014. Our study shows that a risk analysis and analysis of surroundings is crucial in anticipating a crisis event and that it is essential for organizations to undergo training to prepare organization members on how to handle a crisis. Another conclusion is that the need for information is large during a crisis event and grows throughout the entire course of the crisis. The crisis that we studied had a lack of information, but at the same time the public’s need for information is a need that can’t be satisfied during a crisis. And if the organizations concerned do not satisfy the public’s need for information, rumors will start to disseminate to cater to the public’s needs. Rumors have always been a part of crisis communication but has with today’s technologies assumed a digital form which means that they can spread to a wider group of people. The digital and social media constituted of an essential tool for the affected stakeholders crisis communication and the local radio played an important role in managing the crisis.
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Abdelhalim, Mohamed Ammar Ahmed. "Identifying Shooting Tweets with Deep Learning and Keywords Filtering: Comparative Study." University of Cincinnati / OhioLINK, 2021. http://rave.ohiolink.edu/etdc/view?acc_num=ucin1617105265912086.
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Rutgersson, Filippa, and Sayna Oveisikian. "Har covid-19 påverkat Sveriges nation branding? : En kvalitativ studie om mottagarens upplevelse av Sveriges sammanlagda krishantering av covid-19 och dess påverkan på Sveriges nation branding." Thesis, Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-82792.
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Syfte: Syftet med denna undersökning är att bidra med ökad kunskap om forskningsfälten kriskommunikation och nation branding. Vi intresserar oss för att undersöka mottagarens upplevelse av Sveriges hantering av covid-19 och om det kan komma att förändra människors uppfattningar om Sverige som nation och varumärke. Frågeställningar: För att uppnå studiens syfte kommer vi arbeta utifrån följande frågeställningar: ● Hur uppfattar norrmännen som urvalet består av, att Sveriges krishantering vid covid-19 skötts? ● Vilka mediekanaler har varit viktiga för att forma bilden av Sveriges krishantering? ● Har urvalets bild av krishanteringen förändrat hur de uppfattar Sverige som nation och varumärke? I sådana fall, på vilket sätt? ● Går det att hitta skillnader hos dessa personer som gör att det går att urskilja idealtyper? Vilka egenskaper kännetecknas de i sådana fall av? Teori: De teorier uppsatsen grundar sig i är: nation branding, public diplomacy, kriskommunikation, the situational crisis communication theory, tvåstegshypotesen, det hybrida mediesystemet och receptionsanalys. Metod: Undersökningen är baserad på kvalitativ metod då dess tillvägagångssätt för datainsamling är kvalitativa semistrukturerade intervjuer. Vi ville nå respondenternas livsvärld för att få en djupare inblick i deras resonemang, erfarenheter och upplevelser kring Sveriges krishantering vid covid-19. Vi var även intresserade att få veta mer om deras generella uppfattningar om Sverige som nation och varumärke, och om den bilden av Sverige har förändrats med anledning av Sveriges krishantering av covid-19. Urval: Undersökningen har avgränsats till att urvalet består av norrmän, som tillhör generation Y och Z. Då vi ville åt utomståendes uppfattningar om Sveriges krishantering av covid-19, valdes norrmän ut utifrån dess tillgänglighet sett till språk och närhet, men även eftersom Norge hanterat denna pandemi annorlunda jämfört med Sverige. Resultat: Undersökningens resultat och analys resulterade i att två idealtyper identifierades i urvalet. Vi kallar dem för Sverige-skeptiker och Sverige-optimister. Sverige-skeptikerna präglas av en kritisk inställning till Sveriges hantering av covid-19 och Sverige-optimisterna är i många fall Sverige-skeptikernas motsats. Sverige- optimisterna präglas av en positiv inställning till Sveriges hantering av covid-19. Gemensamt för de två idealtyperna är att deras uppfattningar om Sverige inte har förändrats med anledning av covid-19, deras tidigare uppfattningar har därmed förstärkts.Purpose: The aim of this study is to contribute with increased knowledge about the research field crisis communication and nation branding. We are interested in studying the recipients' experience of Sweden ́s management of covid-19 and whether it may change people's perceptions of Sweden as a nation and brand. Research issues: To achieve the purpose of the study, we will work on the basis of the following issues: ● How does the norwegians that the selection consist of, perceive that Sweden ́s crisis management of covid-19 has been handled? ● Which media channels have been important in shaping the image of Sweden's crisis management? ● Has the selections image of crisis management changed how they perceive Sweden as a nation and a brand? If so, in what way? ● Is it possible to find differences in these people that makes it possible to pick out ideal types, which attributes are they characterized by? Theory: The theories that the study will be based on is: nation branding, public diplomacy, crisis communication, the situational crisis communication theory, the two-step hypothesis, the hybrid media system and reception analysis Method: The survey is based on a qualitative method as its data collection approach is qualitative semi- structured interviews. We wanted to reach the respondent ́s reality to get a deeper insight into their reasoning, experiences and events around Sweden's crisis management at covid-19. We were also interested in learning more about their general perceptions of Sweden as a nation and brand, and whether that image of Sweden has changed due to Sweden's crisis management of covid-19. Selection: We have limited the selection to consist of norwegians who belong to generation Y and Z. We wanted to obtain outsiders' perceptions of Sweden ́s crisis management of covid-19, norwegians were selected based on their accessibility in terms of language and closeness, but also because Norway has handled this pandemic differently compared to Sweden. Results: The results and analysis of the survey resulted in two ideal types being identified in the sample. We call them Sweden skeptics and Sweden optimists. The Sweden skeptics are characterized by a critical attitude to Sweden's handling of covid-19 and the Sweden optimists are in many cases the opposite of the Sweden skeptics. The Sweden optimists are characterized by a positive attitude towards Sweden's handling of covid- 19. Common to the two ideal types is that their perceptions of Sweden have not changed due to covid-19, however, their existing perceptions have therefore been strengthened.
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Rodriguez, Maria Carolina. "COMUNICAÇÃO EM TEMPO DE CRISE: O CASO DA AUTOVISÃO NO BRASIL." Universidade Metodista de São Paulo, 2007. http://tede.metodista.br/jspui/handle/tede/768.
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Previous issue date: 2007-03-07This is a study about the process of communication associated with the Autovisão case, an episode in 2003 that triggered an image crisis at Volkswagen do Brazil. The objective of this research is to present how the company managed this crisis, especially with regards to the media. This investigation was based on news articles from the periodicals Folha de S.Paulo, O Estado de S.Paulo, Diário do Grande ABC, Valeparaibano, and the labor union newspapers Tribuna Metalúrgica, of Sindicato dos Metalúrgicos do ABC, and Jornal do Metalúrgico from the Sindicato dos Metalúrgicos de Taubaté. The research method utilized was a case study. In addition to describing the most important events, this research's objective was to understand why the Autovisão was negatively mentioned in the media and to the stakeholders. This research concludes that Volkswagen was not prepared to manage its image crisis and had committed a number of mistakes that aggravated the situation.
Estudo sobre o processo de comunicação associado ao caso Autovisão, episódio que se transformou, em 2003, em uma crise de imagem para a Volkswagen do Brasil. O objetivo desta pesquisa é mostrar como a montadora gerenciou a crise, com destaque especial à interação com a mídia. A investigação foi realizada a partir das matérias publicadas na Folha de S.Paulo, O Estado de S.Paulo, Diário do Grande ABC e Valeparaibano, e nos jornais sindicais Tribuna Metalúrgica, do Sindicato dos Metalúrgicos do ABC, e Jornal do Metalúrgico, do Sindicato dos Metalúrgicos de Taubaté. O método de pesquisa utilizado foi o estudo de caso único descritivo. Além da descrição dos principais momentos do episódio, buscou-se compreender porque a Autovisão repercutiu negativamente na mídia e junto aos seus públicos de interesse. Conclui-se que a Volkswagen não estava preparada para gerenciar esta crise de imagem, tendo cometido uma série de erros de comunicação que contribuíram para agravá-la.
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Elfgren, Kaj, and Million Meharena. "The History of the Decline and Fall of News of the World : How Legitimacy Upholds the License to Operate." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-202590.
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This thesis provides a biographical case study of the crisis faced by News of the World, after revelations of unethical journalistic practices within the newspaper. A scandal that rapidly moved up the organizational hierarchy and spread globally, affecting stakeholders amongst all its networks from local British communities to its parent company News Corporation and its main owners, the Murdoch family. Corporate social responsibility and stakeholder management is presented as a key factor in order to uphold and obtain the society’s permission to operate. The study shows the importance of being a good corporate citizen, not solely as goodwill but in order to gain a parachute that can moderate the fall when facing a crisis.
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Karlsson, Anna, Johanna Ahlén, and Sofie Falkfält. "Vart *** är tåget?! : En studie om svenska kollektivtrafikbolags närvaro i sociala medier." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-19065.
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“Vad genererar närvaron i sociala medier för svenska kollektivtrafikbolags vardagsverksamhet och hur kan de användas vid en kris?” Syftet med uppsatsen är att belysa problematiken med att kollektivtrafikbolag i Sverige idag inte tar tillvara på möjligheterna med sociala medier. Vi ser ett behov att belysa fördelarna och nackdelarna i samband med användningen av Facebook och Twitter för kollektivtrafikbolag. Studien syftar till att visa att sociala medier är en bra kommunikationskanal som även blir användbar vid en krissituation. Uppsatsen syftar till att förmedla de fördelar som interaktion via sociala medier innebär i vardagsverksamheten och vid en kris. Uppsatsprocessen genomfördes kvalitativt och en induktiv ansats tillämpades. Det har genomförts nio intervjuer, sju med kollektivtrafikbolag och två med kommunikationskonsulter med expertis inom kommunikation och krishantering. Genom att undersöka hur bolagen hanterar sociala medier och tänker kring relationer, förtroende, rykteshantering och kriser tillhandahölls material som möjliggjorde att uppfylla uppsatsens syfte. Studien har hög giltighet för de undersökta kollektivtrafikbolagen och antagandet om att den kan generaliseras och gälla för hela Sveriges kollektivtrafikmarknad går inte att garantera. Dock anser vi att det kan ligga resterande kollektivtrafikbolags intresse att ta del av studien. Studien påvisar att Facebook och Twitter med fördel kan användas av svenska kollektivtrafikbolag för att kvalitetsförbättra verksamheten, men även att sociala medier är bra för hantering av och kommunikation vid en kris. Studien visar att om kollektivtrafikbolag arbetar kontinuerligt med att vara närvarande, kommunicera och engagera, stoppa ryktesspridning och bistå med information i realtid genererar fördelar. Fördelarna är att resenärer får mer förtroende, skapar en bättre relation till företaget, ökar förståelsen och att de ger företag information som leder till att företaget kan göra kvalitetsförbättringar. Dessa aktiviteter förebygger även att en kris uppstår samt underlättar vid hantering att krissituation. Bolagens aktiviteter i sociala medier och vad de genererar illustreras i två modeller. “Värdet av sociala medier i vardagsverksamheten” som visar på ett samband mellan aktiviteter och vad de genererar, kvalitetsförbättringar i verksamheten. “Värdet av sociala medier vid en krissituation” som visar att samma aktiviteter verkar förebyggande att risken av en kris inträffar samt underlättar vid en faktisk krissituation. Om sociala medier inte används för att kvalitetsförbättra verksamheten eller till att förebygga och kommunicera under en kris påvisar studien inte någon nytta med att verka i sociala medier för de undersökta bolagen. Ett felaktigt användande av sociala medier ger ett negativt utfall, det är resurskrävande och kan förvärra en krissituation genom den enorma spridningseffekten sociala medier har.“What does the presence in social media generate for public transport companies in Sweden in everyday activities and how they can be use in crisis management?” The purpose with this thesis is to highlight the complexity that public transport companies in Sweden today do not take advantage of opportunities that social media offers. We have noticed a need to highlight the advantage and disadvantage arising from the use of Facebook and Twitter for public transport companies. We wish to prove that social media is a high-quality communication channel which also can be useful in crises. This thesis aims to convey the benefits of interaction thru social media in everyday activities and crisis management. The process of the thesis is conducted thru a qualitative and inductive approach. Nine interviews have been made with seven public transport companies and two with communication consultants with expertise in communications and crisis management. By examining how they manage the presence in social media and reflects about relationships, trust, reputation management and crises we were given material thru interviews that allowed to fulfil the purpose of the thesis. The survey has a high level of validity but the assumption that it can be generalized and applied to all Swedish public transport companies cannot be made. However we believe that it could be interesting for all Swedish public transport companies to take advantage of the thesis. The survey has revealed that the Swedish public transport companies to improve the quality of the business can use social media especially Facebook and Twitter advantageously, but also that social media is effective in the management for managing and handling communication in a crisis. The survey shows that public transport companies continually works to be present, to communicate and engage, stop the spread of rumours and provide information in real time. These actions effect passengers to get more trust in the companies, as well as it creates a better relationship, improve understanding and that the passengers provide the companies with information that leads to quality improvements. These activities can also be used to prevent a crisis and facilitate the handling of a crisis. The companies activities in social media and what they generate illustrates in two models. “The value of social media in everyday business” showing the connection between everyday activates in social media generating a quality tool. “The value of social media in a crisis” showing that the same activates prevents a crisis from happening and helps manage a crisis situation. If the public transport companies examined do not use social media to quality improvement activities or to prevent and communicate during a crisis the survey demonstrates that there is no advantage to be present in social media at all. If a company uses social media in wrong way , it demands a lot of resources and can aggravate a crisis situation.
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Lee, Tsan Oscar, and 李臻. "The media and crisis management in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1999. http://hub.hku.hk/bib/B31965921.
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Lee, Tsan Oscar. "The media and crisis management in Hong Kong." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2103798X.
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Flynn, Terence Timothy. "Organizational crisis public relations management in Canada and the United States Constructing a predictive model of crisis /." Related electronic resource: Current Research at SU : database of SU dissertations, recent titles available full text, 2005. http://wwwlib.umi.com/cr/syr/main.
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Axelsson, Louise, and Rita Cohn. "Kommunikationsstrategier vid kritiserade händelser – hur formas kritikhantering i ett samhälle präglat av informationsspridning? : En kvalitativ innehållsanalys av sex företags kommunikationsstrategier vid bemötande av offentlig kritik i sociala medier och hållbarhetsrapporter." Thesis, Södertörns högskola, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-41177.
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This study aims to investigate how companies formulate external communication in social media and sustainability reports when dealing with public criticism linked to sustainable development, in a society where information spreads quickly via social media and thus risk leading to loss of legitimacy and damaged reputation. The study is based on a qualitative method with quantitative elements. A qualitative directed content analysis has been conducted on six different companies' Twitter and Facebook pages as well as sustainability reports, where data has been interpreted, categorized and analyzed based on Image Repair Theory's communication strategies. A selection was made among 14 295 words in social media and 80 234 words in sustainability reports to find out which strategies the companies used in their crisis management, which strategies were most common in each medium and why. The results show that strategies such as corrective action and mortification were equally common in both channels. In social media, it was also common for companies to formulate posts using strategies such as defeasibility and sympathy, while the content of sustainability reports often could be linked to strategies such as information, bolstering and transcendence. The study shows that companies' choice of communication strategies is based on a combination of the type of recipient and the type of channel used. A combination of one-way and two-way communication is thus important for the company to be able to meet the specific needs of both of these factors. Furthermore, the study shows that Image Repair Theory could be expanded with more strategies such as sympathy and information, as these were common in all companies' crisis management. Finally, the study shows that the monologic or dialogic characteristics of a medium have a major impact on how communication is formulated in response to public criticism.
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Belair-Gagnon, Valerie. "Reconstructing crisis reporting: social media and BBC news production." Thesis, City University London, 2013. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.616929.
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Since the emergence of social media, the BBC has sought to produce reporting more connected to its audience while retaining its authority as a public broadcaster in crisis reporting. On the one hand, news production studies theorists argue that mainstream news organisations have had difficulties adapting to social media and become closer to Its audience. On the other hand, crisis ' reporting research claim that the emergence of social media has led these news organisations to adopt a more "sensitive" and "collaborative" type of reporting. Using a comprehensive empirical analysis of crisis news production at the BBC since the London bombing attacks pf 7 July, 2005, this dissertation presents an alternative argument. It shows that the emergence of social media at the BBC and the need to manage this kind of material led to a new media logic in which tech-savvy journalists take on a new centrality in the newsroom. In this changed context, the politico-economic and socio-cultural logic have led to a more connected newsroom involving this new breed of journalists and BBC audience. This examination of news production events shows that in the midst of theses transformations in journalistic practices and norms, including news-gathering, sourcing, distribution and impartiality, the BBC has reasserted its authority as a public broadcaster.
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Salome, Agborsangaya Nkongho. "ICT4D? Social Media and Small Media use during the Anglophone Crisis in Cameroon." Thesis, Malmö universitet, Fakulteten för kultur och samhälle (KS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-22618.
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This project analyses the role of social media and small media use during the ongoing Anglophone crisis in Cameroon by projecting social media as a product of new ICTs used to bring positive social change. An argument is raised to address some of the inadequacies that have centered around social media and protest with a focus on the Anglophone crisis. Questions aim at highlighting the positive and negative role of social media use, the role played by the Cameroonian diaspora’s “online activism” and how small media use served as an alternative medium in maintaining crisis status quo during the internet ban. The study suggests a combination of social and small media for community development and social change using theories of media affordances and participation in combination with qualitative ethnographic research methods (participant observation, interviews and online survey). It concludes that even though social media are very powerful tools for information sharing, their shortcomings in protests cannot be overlooked as the success of online activism greatly relies on offline action and the use of small media greatly complements social media use as platforms for alternative discourse. The research concludes that social media (online) activism without ground action (offline) is not enough to achieve development and social change. Key words: ICT4D, Social media, small media, activism, diaspora.
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Lennartsson, Marie. "crisis management at one school." Thesis, Malmö högskola, Lärarutbildningen (LUT), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-33721.
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För eller senare kommer man som lärare att ställas inför det faktum där man måste hantera en krissituation, där en eller flera barn behöver omsorg. Forskning inom ämnet krishantering är därför ett viktigt hjälpmedel för hur man på bästa sätt stöttar och hjälper barn och vuxna i svåra situationer. Mitt syfte med detta arbete har varit att ta reda på hur man inom skolan arbetar men krishantering för att på så sätt samla kunskap inom ämnet. Denna kunskap är ett viktigt redskap för mig i mitt kommande läraryrke men också för andra som är verksamma inom läraryrket. I min undersökning har jag använt mig av kvalitativa intervjuer och intervjuat två pedagoger och en rektor. Intervjuerna har tillsammans med den litteratur jag läst gett mig följande resultat: Ingen kris är den andra lik och det är därför svårt att förberedda sig inför eventuella kriser, dock är en krisplan ett väldigt bra hjälpmedel. Barn reagerar olika på kriser utifrån sin ålder och tidigare erfarenheter, det är därför viktigt att personal som jobbar inom skolan har kunskap inom ämnet barn och sorg. Den viktigaste känslan läraren kan förmedla är trygghet till den/dem som är drabbad. Känslan att vara förbered inför kommande kriser är varierad, några känner sig redo och andra skulle vilja ha mer utbildning inom ämnet krishantering.
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Wedlock, Brad C. "The Diffusion of Social Media in Public Relations| Use of Social Media In Crisis Response Strategies." Thesis, University of Louisiana at Lafayette, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=1557580.
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The goal of this study was to determine how the Acadiana cultural region (St. Martin, St. Landry, Acadia, Vermillion, Lafayette and Iberia parishes) used social media in crisis response strategies. The researcher used a purposive sample and qualitative long interviews to gather data from six public relations practitioners in Acadiana. Practitioners were selected from the Lafayette Chamber of Commerce website in the section labeled "Advertising & Media" (http://business.lafchamber.org/list/ql/advertising-media-1). Results proved the hypotheses that practitioners used Twitter for the dissemination of information and Facebook was perceived to have the most interaction among all social media sites in the study. In addition, the results determined how practitioners used social media in the following categories and themes: usability, service and frequency.
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Więckowska, Natalia Joanna, and Roxana Stefania Danila. "Being social when crisis knocks : Why and how companies use social media to communicate in a time of crisis." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-18403.
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Over the past years communication patterns have been changing continuously due toincreased public demand for information and knowledge. Numerous social networks andwebsites have escalated and gained the attention of the academics and practitioners, as wellas the business society. Previously scholars researched this field of interest from differentperspectives. Thus it could be stated that the emphasis was put on the impact of the certainsocial media networks in terms of communication strategy. However, no holistic approachhas been noticed in regards to why and how companies can use different mediasimultaneously in order to overcome a crisis situation. This research is aimed at filling thegap within existing literature. This thesis complements the previous studies and provides a broader understanding uponthe role of social media in the crisis communication process by the use of the triangulationmethod. This approach refers to the implementation of both quantitative and qualitativestudies based on a questionnaire addressed to various organisations and by observing theactions taken by the company currently facing the crisis situation. The empirical findingsprovided concrete data on why companies use social media and how they can be deployedto communicate with the large audience during turbulent times. The conducted study revealed that even if social media plays an important role in thecommunication and information sharing, traditional media is still perceived as moretrustworthy by the organisations. Therefore, companies in crisis should combine the use ofthese two kinds of media in their corrective actions taken in order to regain public trust andovercome the crisis.
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Dorward, Rebecca, and Amanda Kling. "Crisis management from an embassy point of view : A qualitative study on internal crisis communication." Thesis, Karlstads universitet, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-66563.
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Patashnick, Matthew J. "Social media and crisis communication| Supporting best practice on university campuses." Thesis, University of Pennsylvania, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10158525.
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The primary purpose of this study was the exploration of social media utility as a crisis communication practice on three selected university campuses. The overarching research question for this study was “How and what social media technologies are selected, planned for, implemented, and monitored in crisis management in selected universities?”. This study examines how these institutions used social media during crisis, pinpoints the emergent themes, analyzes the engagement between the selected universities and their social media audience, and analyzes the effectiveness of social media during campus crisis situations.
The findings of this study include the documentation of institutional practices that contribute to successful social media crisis communication integration. These elements ultimately coalesce into the identification of a series of best practices that can help inform the field and contribute to the establishment of best practices for social media use during campus crisis situations. (Abstract shortened by ProQuest.)
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Bair, Adam R. "From Crisis to Crisis: A Big Data, Antenarrative Analysis of How Social Media Users Make Meaning During and After Crisis Events." DigitalCommons@USU, 2016. https://digitalcommons.usu.edu/etd/5045.
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This dissertation examines how individuals use social media to respond to crisis situations, both during and after the event. Using both rhetorical criticism and David Boje’s theories and concepts regarding the development of antenarrative—a process of making sense of past, present, and future events—I explored how social media users make sense of and respond to a crisis. Specifically, my research was guided by three major questions: Are traditional, pre-social media image-repair strategies effective in social media environments? How do participants use social media in crisis events, and how does this usage shape the rhetorical framing of a crisis? How might organizations effectively adapt traditional crisis communication plans to be used in social media during future crisis events?
These questions were applied to four case studies to provide a range of insights about not only how individuals respond to a crisis, but also what strategies organizations use to present information about it. These cases were carefully selected to include a variety of crisis types and responses and include the following: A business (H&R Block) communicating to clients about a software error A governmental organization (the NTSB) presenting information about the cause of an airplane crash and about missteps in its response A governmental group (the CDC) responding to a global health crisis with various audiences and types of responses An activist movement (Black Lives Matter) attempting to unify social media users to lobby for change and highlight the scope of the issues to the nation
Analyses of these cases not only show how individuals and groups used social media to make sense of crisis events, but also how the rhetorical strategies used to respond to a crisis situation. Understanding how individuals and groups make sense of crises will provide additional understanding to information designers, public relations professionals, organizations and businesses, and individuals using social media to effect change.