Journal articles: 'Crisis management in social media'

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

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This paper analyzes trends related to the role of social media in crisis communication. The author posed a question about the attitudes of online media actors (communication, public relations and marketing experts) towards using social media as a strategic communication tool in times of crisis; Emphasis on two different crises: the 2016 Turkish political crisis and the global health pandemic (COVID-19) in 2020. Communications actors' perceptions and behaviors of social media in times of crisis were tracked through a mixed method (a content analysis of 40 online publications about the military coup attempt in Turkey, and 20 semi structured in-depth interviews about the usage of social media during the quarantine period). The results showed that social media is a lifeboat that is provided to organizations in times of crisis, as communication with customers becomes a vital factor in managing critical situations. Meanwhile, some participants expressed reservations about confidence in the use of social media in times of crisis, stressing that these networks are a double-edged sword. As the keyword for crisis management, a strategic communication plan should take place via social media to discuss customer inquiries with clients, answer their questions, and try to reduce their anxiety, according to the interviewee.

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

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

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

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Purpose – The purpose of this paper is to provide greater insights into the-state-of-the-art in crisis management and aid in better response to health-related crises, with a specific focus on the hotel industry. This study extends the tourism crisis management model to include social media, concerning the role of monitoring and responding. Design/methodology/approach – This study enhances the classic 4R (readiness, reduction, response and recovery) crisis management model to include social media for hotels facing a bed bug crisis and/or other health-related crises. Findings – This paper discusses the use of social media at different phases of managing a bed bug crisis, which include risk reduction, readiness, response and recovery. Recommendations are also provided for hotel managers to combat health-related crises that are fought out on social media. Practical implications – Social media has helped to bridge the communication gap between customers and hotels. Bed bug infestations are a growing health crisis, and they have obtained increasing attention on social media sites. Without managing this crisis effectively, bed bug infestation can cause economic loss and reputational damages to hotel properties, ranging from negative comments and complaints, to possible lawsuits. Thus, it is essential for hoteliers to understand the importance of social media in crisis communication, and to incorporate social media in hotels’ crisis management plans. Originality/value – This study serves as one of the first attempts in the hospitality field to offer discussions and recommendations on how hotels can manage the bed bug crisis and other crises of this kind by incorporating social media into their crisis management practices.

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Wang, Yan. "Brand crisis communication through social media." Corporate Communications: An International Journal 21, no. 1 (February 1, 2016): 56–72. http://dx.doi.org/10.1108/ccij-10-2014-0065.

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Purpose – The purpose of this paper is to investigate how companies make use of social media communication to turn crises into opportunities and how consumers respond to this brand management strategy, and evaluate the effects of this kind of advertising campaign. Design/methodology/approach – This study uses the textual analysis method to examine the verbal fight between two brand competitors on Sina Weibo. An interpretative analysis approach is adopted to analyze a series of micro-blog messages and relevant responses and comments. A statistical analysis is conducted to reveal the public opinion on this case. Findings – The brand crisis due to trademark dispute has been successfully turned into an advertising campaign, which received eager and favorable responses from the consumers. In the name of making apologies, the company in crisis availed itself of the Weibo platform to make a veiled protest against the verdict of the Court. The technique “acting cute” was proved to be effective in diminishing the negative effect of a brand crisis and winning public sympathy and support. Research limitations/implications – The research findings may provide insights into the interplay between brand advertising and corporate crisis communication on the platform of social media. Practical implications – This study can inform practitioners of useful techniques to deal with brand crises via social media. Originality/value – The value of this study lies not only in its contribution to the body of knowledge on online crisis management with a case of Chinese companies, but also in its validation of the interplay between crisis communication and advertising.

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

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Social media and social media tools have improved rapidly and started to influence society especially in recent years. This influence has forced businesses to revolutionize their communication with the external environment. The fact that Web 2.0 has an influence on consumer behavior, and that it makes the consumers stronger; requires faster, more flexible and more sensitive communication processes in businesses. Especially during a time of crisis, a business’ communication with the external environment is quite critical. For this reason, the way how the crisis communication is managed through social media is vital for businesses. In this article, the perceptions of how to manage businesses during a time of crisis so that they make minimum loss, is shared.

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Jennex, Murray E. "Implementing Social Media in Crisis Response Using Knowledge Management." International Journal of Information Systems for Crisis Response and Management 2, no. 4 (October 2010): 20–32. http://dx.doi.org/10.4018/jiscrm.2010100102.

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Social media is being used by individuals during a crisis to alert rescuers to their location, status others on their condition or on environmental conditions, warn of issues, and so forth. However, organizations have been slower to adopt social media for crisis response. This paper explores issues affecting social media adoption by organizations for crisis response and proposes the use of knowledge management strategy as a process for mitigating these issues and guiding organizations in adopting social media into their crisis response plans.

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Young, Cory, Hunter Simmons, and Margaret Stewart. "Social listening during crises: A practitioner guide for crisis communication on social media." Volume 2 2, no. 2019 (March 2019): 38–40. http://dx.doi.org/10.30658/icrcc.2019.11.

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Stewart & Wilson (2016) created the STREMII model (pronounced STREAM-ee) as a means to assist institutions and organizations with social media crisis communication using a six-stage cyclical process, including: (1) social listening, (2) targeting audience(s), (3) engaging & responding, (4) monitoring and evaluating, (5) interacting, and (6) implementing changes [1] . Stewart & Young (2017) revisited the model, refining the stages to highlight the need for ongoing social listening and responsive engagement across all levels of crisis [2]. At present, the model is theoretical and applied only within a pedagogical context. In order for the STREMII model to be useful for practical implementation and relevant outside the theoretical and pedagogical contexts, we must develop a practical set of actionable steps for practitioners (crisis communicators and social media strategists). To accomplish this, we surveyed practitioners about the process they engage in listening, interacting and responding to audiences on social media during a crisis, and how they monitor and evaluate their responses and outcomes. The desired outcome of this research is to create a practical set of actionable steps for crisis practitioners and social media strategists, with specific guidelines, considerations and recommendations for adopting the STREMII model and integrating it into existing crisis management plans and social media strategies.

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

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The characteristics of dissemination and universal application of social media bring new opportunities for multiple arenas (such as government, social institutions, and the public) to participate in the governance of public crises. During China’s prevention and control of COVID-19, social media functioned well in the governance of the pandemic. This paper mainly analyzes the role of social media in crisis management from the perspectives of risk communication, social reconstruction, collaborative governance, etc., thereby providing the government with recommendations for the improved employment of social media and improving the public crisis response.

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Latonero, Mark, and Irina Shklovski. "Emergency Management, Twitter, and Social Media Evangelism." International Journal of Information Systems for Crisis Response and Management 3, no. 4 (October 2011): 1–16. http://dx.doi.org/10.4018/jiscrm.2011100101.

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

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Carfagno, Kerrie Aman, and John A. Parnell. "Crowdsourcing: Organizations using social media for meaningful crisis management." Academy of Management Proceedings 2016, no. 1 (January 2016): 15076. http://dx.doi.org/10.5465/ambpp.2016.15076abstract.

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Saroj, Anita, and Sukomal Pal. "Use of social media in crisis management: A survey." International Journal of Disaster Risk Reduction 48 (September 2020): 101584. http://dx.doi.org/10.1016/j.ijdrr.2020.101584.

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Alexander, David E. "Social Media in Disaster Risk Reduction and Crisis Management." Science and Engineering Ethics 20, no. 3 (December 4, 2013): 717–33. http://dx.doi.org/10.1007/s11948-013-9502-z.

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Johansen, Britt Foget, Winni Johansen, and Nina M. Weckesser. "Emotional stakeholders as “crisis communicators” in social media." Corporate Communications: An International Journal 21, no. 3 (August 1, 2016): 289–308. http://dx.doi.org/10.1108/ccij-05-2015-0026.

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Purpose – The purpose of this paper is to examine the Telenor customer complaints crisis triggered on the company Facebook site in August 2012. More specifically, the paper focusses on how friends and enemies of a company interact, and how faith-holders serve as crisis communicators in a rhetorical sub-arena that opens up on Facebook. Design/methodology/approach – The study is based on a textual analysis of 4,368 posts from the Telenor Facebook site, and an interview with the senior digital manager of Telenor. Findings – Not only current and previous customers but also those from rival telephone companies were active in the Facebook sub-arena. The customers complaining about the company services were met not only with the response of Telenor, but also with counter-attacks from faith-holders acting in defense of Telenor. However, these faith-holders were using defensive response strategies, while Telenor used accommodative strategies. Research limitations/implications – Organizational crises need to be seen as a complex set of communication processes, including the many voices that start communicating from different positions, and taking into account not only the response strategies of the organization but also the response strategies applied by supportive emotional stakeholders. In practice, faith-holders need to be monitored, as they may prove useful as “crisis communicators.” Originality/value – The paper provides insights into an under-investigated area of crisis communication: the strategies of faith-holders acting as “crisis communicators” defending a company and themselves against attacks from negative voices on social media.

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Morgan, Ashlee, and Violetta Wilk. "Social media users’ crisis response: A lexical exploration of social media content in an international sport crisis." Public Relations Review 47, no. 4 (November 2021): 102057. http://dx.doi.org/10.1016/j.pubrev.2021.102057.

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Schroeder, Ashley, Lori Pennington-Gray, Holly Donohoe, and Spiro Kiousis. "Using Social Media in Times of Crisis." Journal of Travel & Tourism Marketing 30, no. 1-2 (January 2013): 126–43. http://dx.doi.org/10.1080/10548408.2013.751271.

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Stopczyńska, Kinga. "The Use of Social Media in the Brand Image Management in the Crisis Situations." Zeszyty Naukowe Uniwersytetu Szczecińskiego. Problemy Zarządzania, Finansów i Marketingu 41 (2015): 165–76. http://dx.doi.org/10.18276/pzfm.2015.41/1-13.

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Liu, Brooke Fisher, Julia Daisy Fraustino, and Yan Jin. "Social Media Use During Disasters." Communication Research 43, no. 5 (January 13, 2015): 626–46. http://dx.doi.org/10.1177/0093650214565917.

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This study provides insights that can inform disaster communication management, policymaking, and theory building through a nationally representative field experiment ( N = 2,015 U.S. adults) grounded in media richness theory, information and communication technologies (ICTs) succession theory, and the social-mediated crisis communication (SMCC) model. Key findings include the following: (1) Significant main effects of disaster information source were detected on how likely participants were to seek further disaster information from TV, local government websites, and federal government websites; (2) regardless of information form and source, participants reported strongest intentions to immediately communicate about the disaster predominately via offline interpersonal forms rather than through online organizational and personal forms; and (3) regardless of information source, participants reported strong intentions to evacuate if instructed to do so by the government. These findings call for developing crisis communication theory that is more focused on how publics communicate with each other rather than with organizations about disasters and predict a wider variety of crisis communication outcomes.

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Reuter, Christian, Amanda Lee Hughes, and Marc-André Kaufhold. "Social Media in Crisis Management: An Evaluation and Analysis of Crisis Informatics Research." International Journal of Human–Computer Interaction 34, no. 4 (January 24, 2018): 280–94. http://dx.doi.org/10.1080/10447318.2018.1427832.

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Pang, Augustine, Nasrath Begam Binte Abul Hassan, and Aaron Chee Yang Chong. "Negotiating crisis in the social media environment." Corporate Communications: An International Journal 19, no. 1 (January 28, 2014): 96–118. http://dx.doi.org/10.1108/ccij-09-2012-0064.

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Choy, Christine Hiu Ying, and Fang Wu. "Comparative case study: when brands handle online confrontations." International Journal of Conflict Management 29, no. 5 (October 8, 2018): 640–58. http://dx.doi.org/10.1108/ijcma-10-2017-0120.

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Purpose This study aims to examine the theoretical links among three important variables by empirically testing the cases of two international brands. Design/methodology/approach By using a comparative case study design, this study conducts a content analysis of a total of 490 Facebook comments regarding online confrontational crises: Dolce & Gabbana’s photo fiasco and Laneige’s discriminative sales incident. Findings The findings suggest that when evaluating whether or not a company has shouldered responsibility in online confrontational crises, social media users tend to be more influenced by how timely, active and consistent the organization’s reaction is than by the organization’s mere use of concession crisis communication strategies (CCSs). The individual-level perception (perceived degree of organizational crisis responsibility-taking) is a stronger predictor of social media users’ reaction than organization strategies. The earlier that social media user has a perceived improvement in the organization, the more effective is the organization’s strategy to minimize the effects of social media as crisis mobilizer. Originality/value This study confirms theories formulated in a Western context with actual cases from Eastern cultures. Theoretically, this study sheds light on the importance of the individual-level perception for effective use of organization strategy in crisis. This study also suggests the relative significance of positive forms of crisis response, concessions CCSs and their relationship with the perceived degree of crisis responsibility-taking.

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Buzoianu, Corina, and Monica Bîră. "Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises." Sustainability 13, no. 23 (November 25, 2021): 13015. http://dx.doi.org/10.3390/su132313015.

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The paper aims to explore new methods and practices for looking into crises in online environments by using social media listening tools and methods. Based on the case of two privately owned hospitals in Romania facing boycotts due to their response to the COVID-19 outbreak, we study the social media conversations on the topic, the emerging themes, the visibility triggered and the impact on the brand and actors involved. Drawing on a social media listening and crisis communication framework, our research looks to unveil the relationship between stakeholders’ expectations and brand promise, aiming to foresee predictive crisis communication and management models.

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Jin, Yan, Brooke Fisher Liu, and Lucinda L. Austin. "Examining the Role of Social Media in Effective Crisis Management." Communication Research 41, no. 1 (October 17, 2011): 74–94. http://dx.doi.org/10.1177/0093650211423918.

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Zheng, Bowen, Gongbing Bi, Hefu Liu, and Paul Benjamin Lowry. "Corporate crisis management on social media: A morality violations perspective." Heliyon 6, no. 7 (July 2020): e04435. http://dx.doi.org/10.1016/j.heliyon.2020.e04435.

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Antony, Jose K., and Joel M. Jacob. "Crisis Management in the Tourism Industry-The Role of Social Media Platforms." Atna - Journal of Tourism Studies 14, no. 1 (January 1, 2019): 83–96. http://dx.doi.org/10.12727/ajts.21.5.

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The tourism industry is highly susceptible to various forms of risks operating in the industry that occur and go unattended over a period of time. Social media could be effectively used to address the risks. Studies, however, on social media and its role in crisis management are few in spite of a consistent e mphasis on the importance of social media in the tourism industry, specifically, its role in crisis management. This paper provides a review of the current state of affairs and provides a framework to involve social media research in crisis management in tourism.

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Borden, Jonathan, Xiaochen Angela Zhang, and Jooyun Hwang. "Improving automated crisis detection via an improved understanding of crisis language: Linguistic categories in social media crises." Journal of Contingencies and Crisis Management 28, no. 3 (September 2020): 281–90. http://dx.doi.org/10.1111/1468-5973.12308.

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For-mukwai, Gideon F. "The Transformative Power of Social Media on Emergency and Crisis Management." International Journal of Information Systems for Crisis Response and Management 2, no. 1 (January 2010): 1–10. http://dx.doi.org/10.4018/jiscrm.2010120401.

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There is a wind of transformation blowing across the world today. It is changing the face of emergency management and every field of human endeavor. It is called “social media”. These days, social media is redefining crisis preparedness through the increasing participation of the masses in the creation and distribution of content in ways that surpass the capacity of the mass media and public authorities. Public-generated content has been found to be useful in all phases of preparedness. Unfortunately, most public safety authorities are still suspicious of using social media in engaging and disseminating information. This article examines this new area of transformation that is having significant consequences on public safety and public life. As the scenario unfolds, emergency managers have a tough time choosing between the mass media and social media. Metaphorically, it is a race between a ‘hippo’ (mass media) and cheetah (social media).

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De Fátima Silva Piedade, Lúcia, and David Warnock-Smith. "CRISIS AND DISRUPTION COMMUNICATIONS MANAGEMENT IN THE AIRPORTS SECTOR: THE EFFECTIVE USE OF SOCIAL MEDIA." Journal of Air Transport Studies 12, no. 1 (January 1, 2021): 1–24. http://dx.doi.org/10.38008/jats.v12i1.173.

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Although the use of social media within the airport industry is not a new practice, there are still varying degrees of real and perceived concerns around how to best deliver positive rather than negative user engagement and experiences through social media platforms. This perceived risk becomes particularly apparent during times of significant airport operational disruption and crisis. Using an airport user questionnaire (in Portugal) and operational expert interviews (in the UK), this study aimed to determine the ways in which airport use of social media platforms should be integrated into overall airport crisis and disruption management strategies. This led to an evidence-based template communications flow model for airport operations managers and their communications teams to help ensure common and consistent messaging, positive user engagement/experiences, and reduced business fallout from significant disruption and crises. Future research should seek to test the usefulness of specific communications and social media guidance that airports use internally to determine if they are consistent with the different user preferences by crisis typology as detailed in this study.

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Zhang, Yuming, and Fan Yang. "Corporate Social Responsibility Disclosure: Responding to Investors’ Criticism on Social Media." International Journal of Environmental Research and Public Health 18, no. 14 (July 11, 2021): 7396. http://dx.doi.org/10.3390/ijerph18147396.

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Companies use corporate social responsibility (CSR) disclosures to communicate their social and environmental policies, practices, and performance to stakeholders. Although the determinants and outcomes of CSR activities are well understood, we know little about how companies use CSR communication to manage a crisis. The few relevant CSR studies have focused on the pressure on corporations exerted by governments, customers, the media, or the public. Although investors have a significant influence on firm value, this stakeholder group has been neglected in research on CSR disclosure. Grounded in legitimacy theory and agency theory, this study uses a sample of Chinese public companies listed on the Shanghai Stock Exchange to investigate CSR disclosure in response to social media criticism posted by investors. The empirical findings show that investors’ social media criticism not only motivates companies to disclose their CSR activities but also increases the substantiveness of their CSR reports, demonstrating that companies’ CSR communication in response to a crisis is substantive rather than merely symbolic. We also find that the impact of social media criticism on CSR disclosure is heterogeneous. Non-state-owned enterprises, companies in regions with high levels of environmental regulations, and companies in regions with local government concern about social issues are most likely to disclose CSR information and report substantive CSR activities. We provide an in-depth analysis of corporate CSR strategies for crisis management and show that crises initiated by investors on social media provide opportunities for corporations to improve their CSR engagement.

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Ali, Saira, and Umi Khattab. "Australian talkback radio prank strategy: a media-made crisis." Journal of Communication Management 20, no. 1 (February 1, 2016): 56–74. http://dx.doi.org/10.1108/jcom-06-2015-0046.

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Purpose – The purpose of this paper is to analyse an Australian commercial radio talkback show that deployed prank as a strategy to scoop royal news to entertain an Australian audience, often commodified for popularity ratings and sponsorship dollars. Design/methodology/approach – Using textual analysis, the study empirically examined the crisis that followed the 2Day FM’s prank call to the Duchess of Cambridge at King Edward VII Hospital, London. The paper engages with the media-made disaster from the lens of issue and crisis management interrogating social conversations and news stories across three countries, i.e., Australia, Britain and India. Findings – Findings reflect that the media, in this case, radio, far more than any other public entity, is subject to public scrutiny and has a moral obligation to practice with public interest at heart. Both news and social media played crucial roles in the escalation of the crisis that ignited a range of public issues. While social media narratives were abusive, condemning and life-threatening, news stories focused on legality, ethics and privacy. Practical implications – The prank broadcast invited news and social media attention and raised public concern over the ethics of Australian radio entertainment. Crises, whilst often damaging, contribute to the rethinking and rejuvenation of organisational and professional values and practices. Originality/value – This project is significant in that it is the first to use a radio talk show as a case to engage with issue and crisis management literature and interrogate radio practice in Australia. Further, the project identifies this crisis as media-made and develops an innovative crisis lifecycle model.

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Maal, Maren, and Mark Wilson-North. "Social media in crisis communication – the “do’s” and “don’ts”." International Journal of Disaster Resilience in the Built Environment 10, no. 5 (November 11, 2019): 379–91. http://dx.doi.org/10.1108/ijdrbe-06-2014-0044.

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Purpose The use of social media in crisis communication is growing and spreading in an instantaneous speed. The social media technology enables immediate information sharing reaching millions of users on various social media platforms. This paper has gathered lessons learnt from the experiences of the Norfolk Fire and Rescue Service in the UK, the Oslo Police Operation Center in Norway, and from an extensive literature review on social media and crisis communication. This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The purpose of this paper was to gather best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Design/methodology/approach The paper had two cases with semi-structured interviews with representatives from two crisis management organizations (Norfolk Fire and Rescue Service in the UK dealing with safety and Oslo Police Operation Center in Norwa dealing with security). The empirical data were complemented by documentary analysis of the most up-to-date articles on social media in crisis communication. Findings The paper provides empirical insights about how to use social media as a crisis communication tool. The two case studies provide different ways to use social media (one-way communication tool and as a two-way information share). This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Some of the main “do’s” include building a relationship with the public prior to a crisis; being courteous, honest and transparent; being factual, accurate and credible; being timely in your messages during a crisis, etc. Some of the main “don’ts” include do not speculate; do not post personal opinions; do not post anything that could bring the organization into disrepute etc. Research limitations/implications Because of the chosen research approach with two case studies complemented by a literature review, the research results may lack generalizability. Therefore, researchers are encouraged to test the guidelines provided and to further find other case studies. Practical implications The guidelines including 18 “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Originality/value This paper fulfills an identified need to study how social media technology can play a major role in the response efforts of the crisis management community during a crisis. It also reveals the potential of using social media as an “information harvesting” tool and a tool for “rumor management”.

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Zhu, Lin, Deepa Anagondahalli, and Ai Zhang. "Social media and culture in crisis communication: McDonald’s and KFC crises management in China." Public Relations Review 43, no. 3 (September 2017): 487–92. http://dx.doi.org/10.1016/j.pubrev.2017.03.006.

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Qiu, Richard T. R., Anyu Liu, Jason L. Stienmetz, and Yang Yu. "Timing matters: crisis severity and occupancy rate forecasts in social unrest periods." International Journal of Contemporary Hospitality Management 33, no. 6 (June 8, 2021): 2044–64. http://dx.doi.org/10.1108/ijchm-06-2020-0629.

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Purpose The impact of demand fluctuation during crisis events is crucial to the dynamic pricing and revenue management tactics of the hospitality industry. The purpose of this paper is to improve the accuracy of hotel demand forecast during periods of crisis or volatility, taking the 2019 social unrest in Hong Kong as an example. Design/methodology/approach Crisis severity, approximated by social media data, is combined with traditional time-series models, including SARIMA, ETS and STL models. Models with and without the crisis severity intervention are evaluated to determine under which conditions a crisis severity measurement improves hotel demand forecasting accuracy. Findings Crisis severity is found to be an effective tool to improve the forecasting accuracy of hotel demand during crisis. When the market is volatile, the model with the severity measurement is more effective to reduce the forecasting error. When the time of the crisis lasts long enough for the time series model to capture the change, the performance of traditional time series model is much improved. The finding of this research is that the incorporating social media data does not universally improve the forecast accuracy. Hotels should select forecasting models accordingly during crises. Originality/value The originalities of the study are as follows. First, this is the first study to forecast hotel demand during a crisis which has valuable implications for the hospitality industry. Second, this is also the first attempt to introduce a crisis severity measurement, approximated by social media coverage, into the hotel demand forecasting practice thereby extending the application of big data in the hospitality literature.

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Li, Ying, Ke Yang, Jin Chen, Sumeet Gupta, and Feiyang Ning. "Can an apology change after-crisis user attitude? The role of social media in online crisis management." Information Technology & People 32, no. 4 (August 5, 2019): 802–27. http://dx.doi.org/10.1108/itp-03-2017-0103.

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Purpose Drawing upon the Elaboration Likelihood Model, the purpose of this paper is to examine how the characteristics of social media moderate the effect of a firm’s apology on the attitude of its customers. Design/methodology/approach An online experiment including 360 active users of internet was employed to test the research model. Findings Results revealed that an after-crisis apology and firm reputation both have a positive effect on after-crisis user attitude toward the firm. Furthermore, the positive effect of apology becomes stronger as online media interactivity increases, whereas the positive effect of reputation becomes weaker. Research limitations/implications This study included only one important characteristic of social media, and experimental scenarios were limited to car recall crisis. Considering that social media has so many platforms that may have different kinds of interactivity, further studies can be conducted to figure out the most suitable social media for firms to deal with an online crisis. Practical implications The results inform managers of the importance of after-crisis apology and firm reputation. It is worthwhile for managers to find out the levels of online media interactivity at which users focus on apology and reputation and accordingly conduct an effective online crisis management response strategy. Originality/value This study extends the literature on online crisis management and the literature on ELM by highlighting the role of online media interactivity in influencing the persuasive effectiveness of firm’s crisis response in the context of social media.

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Sisson, Diana C., and Shannon A. Bowen. "Reputation management and authenticity." Journal of Communication Management 21, no. 3 (August 7, 2017): 287–302. http://dx.doi.org/10.1108/jcom-06-2016-0043.

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Purpose Following a report released by the UK Parliament’s Public Accounts Committee, multinational corporations like Starbucks, Google, and Amazon found themselves in a firestorm of criticism for not paying or paying minimal taxes after earning significant profits in the UK for the past three years. Allegations of tax evasion led to a serious crisis for Starbucks in the UK, which played out in a public forum via social media. The researchers explored whether Starbucks’ corporate ethics insulated its reputation from negative media coverage of alleged tax evasion evidenced in its “hijacked” social media “#spreadthecheer” campaign. The paper aims to discuss these issues. Design/methodology/approach Using an exploratory case study analysis of news articles, Starbucks’ annual reports, #spreadthecheer Tweets, and David Michelli’s The Starbucks Experience, data collection helped to inform the discussion of authenticity and whether it helped to insulate Starbucks’ reputation during its crisis in the UK. Findings Authenticity is key when organizations face a turbulent environment and active publics and stakeholder groups. Findings from this study also suggested proactive reputation management strategies and tactics, grounded in the organization’s corporate culture and transparency, could have diffused some of the uproar from its key publics. Originality/value Authentic corporate cultures should align with corporate business practices in order to reduce the potential for crises to occur. It is possible that ethical core values and a strong organizational approach to ethics help to insulate its reputation among publics during a crisis.

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Timothy Coombs, W., and Sherry Jean Holladay. "How publics react to crisis communication efforts." Journal of Communication Management 18, no. 1 (January 28, 2014): 40–57. http://dx.doi.org/10.1108/jcom-03-2013-0015.

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

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Stieglitz, Stefan, Milad Mirbabaie, Tobias Kroll, and Julian Marx. "“Silence” as a strategy during a corporate crisis – the case of Volkswagen’s “Dieselgate”." Internet Research 29, no. 4 (August 5, 2019): 921–39. http://dx.doi.org/10.1108/intr-05-2018-0197.

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Purpose The purpose of this paper is to investigate the communication behaviour on Twitter during the rise of a preventable corporate crisis. It aims to contribute to situational crisis response strategies, and to broaden the authors’ understanding of legitimacy management. In September 2015, Volkswagen’s (VW) emission scandal became public and caused debates also in social media. By applying complementing tools of data analysis to the Twitter communication around the “Dieselgate” crisis, this study unfolds a field of tension between corporate strategy and public perception. Design/methodology/approach The authors collected Twitter data and analysed approximately 2.1m tweets relevant to the VW crisis. The authors approached the data by separating the overall communication in peak and quiet phases; analysing the peaks with social network analysis techniques; studying sentiments and the differences in each phase; and specifically examining tweets from VW’s corporate accounts with regard to the situational crisis communication theory (SCCT) and legitimacy. Findings VW’s very few tweets were not able to reduce the emotionality and sentiment of the ongoing Twitter discussion. Instead, even during quiet phases, the communication remained rather negative. The analysis suggests that VW followed a strategy not covered by SCCT, i.e. keeping silent. Practical implications The discovered strategy of keeping silent extends the SCCT and is linked to legitimacy management. Learnings from this study help decision makers to put social media response strategies into practice to swiftly recover from crises or refrain from certain strategies to avoid further reputational damage. Social implications Examining the underlying communication patterns of a crisis case with societal magnitude such as “Dieselgate” helps sensitising customers and executives to utilise social media channels more comprehensible in future crises. Originality/value The study uncovers the unconventional and yet barely addressed crisis response strategy of a global enterprise while devising unique realisations for practitioners and communication researchers. It contributes to existing knowledge about situational crisis response strategies, and broadens the authors’ understanding of legitimacy management in times of social media ubiquity.

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Vogler, Daniel, Mario Schranz, and Mark Eisenegger. "Stakeholder group influence on media reputation in crisis periods." Corporate Communications: An International Journal 21, no. 3 (August 1, 2016): 322–32. http://dx.doi.org/10.1108/ccij-01-2016-0003.

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Purpose – The concept of media reputation is a well-documented field in communication research. However, it often remains unclear how the process of reputation formation takes place exactly. The purpose of this paper is to analyze which stakeholder groups are the driving forces in the process of reputation constitution of the Swiss banking industry and how it was affected by the financial crisis in 2008. Design/methodology/approach – Given that mass media are the main source of information about an organization in crisis for the public, media reputation serves as a valuable concept for analyzing the effects of crises on organizations. This study is therefore based on a content analysis of Swiss newspapers published between 2004 and 2010. Findings – Data shows that the influence of political stakeholder groups on media reputation of Swiss banks is higher in times of crisis. In addition the focus in media coverage changes from economic topics in pre-crisis period to social topics in crisis period. The increased importance of political stakeholder groups and social topics in crisis lead to a more negative and less controllable media reputation. Originality/value – This study aims at a better understanding of the impact of stakeholder groups on corporate media reputation in crises. Instead of defining reputation as a single item this approach allows a more differentiated analysis of the process of reputation constitution.

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Stieglitz, Stefan, Milad Mirbabaie, and Jennifer Fromm. "Understanding Sense-Making on Social Media During Crises." International Journal of Information Systems for Crisis Response and Management 9, no. 4 (October 2017): 49–69. http://dx.doi.org/10.4018/ijiscram.2017100103.

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Individuals are increasingly using social media during crisis situations to seek information. However, little is known about how they utilize social media to gain an understanding of crisis situations. The aim of this study was to close this gap by conducting sense-making interviews with 18 German social media users. A qualitative content analysis revealed the following sense-making barriers: low information value, negative emotions, biased reporting, taking advantage, volume of information, limited knowledge, speed of information dissemination, and technical barriers. Furthermore, users applied the individual sense-making strategies of searching, selecting, verifying, enriching, interpreting, and sorting, as well as the collective strategies of distributing, communicating, and reporting. This article contributes to research by providing categorizations of sense-making barriers and strategies in the context of crisis situations. Furthermore, suggestions are made for how emergency agencies could utilize social media for crisis and continuity management.

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Reuter, Christian, Amanda Hughes, Starr Roxanne Hiltz, Muhammad Imran, and Linda Plotnick. "Editorial of the Special Issue on Social Media in Crisis Management." International Journal of Human–Computer Interaction 34, no. 4 (February 6, 2018): 277–79. http://dx.doi.org/10.1080/10447318.2018.1427833.

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Pohl, Daniela, Abdelhamid Bouchachia, and Hermann Hellwagner. "Active Online Learning for Social Media Analysis to Support Crisis Management." IEEE Transactions on Knowledge and Data Engineering 32, no. 8 (August 1, 2020): 1445–58. http://dx.doi.org/10.1109/tkde.2019.2906173.

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Wybo, J. L., F. Fogelman Soulié, C. Gouttas, E. Freyssinet, and P. Lions. "Impact of social media in security and crisis management: a review." International Journal of Emergency Management 11, no. 2 (2015): 105. http://dx.doi.org/10.1504/ijem.2015.071045.

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Lachlan, Kenneth A., Patric R. Spence, Xialing Lin, Kristy Najarian, and Maria Del Greco. "Social media and crisis management: CERC, search strategies, and Twitter content." Computers in Human Behavior 54 (January 2016): 647–52. http://dx.doi.org/10.1016/j.chb.2015.05.027.

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Pohl, Daniela, Abdelhamid Bouchachia, and Hermann Hellwagner. "Social media for crisis management: clustering approaches for sub-event detection." Multimedia Tools and Applications 74, no. 11 (December 27, 2013): 3901–32. http://dx.doi.org/10.1007/s11042-013-1804-2.

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Ly-Le, Tuong-Minh. "How Vietnamese Organizations Perceive the Use of Social Media in Crisis Communication." DeReMa (Development Research of Management): Jurnal Manajemen 14, no. 2 (September 26, 2019): 210. http://dx.doi.org/10.19166/derema.v14i2.1552.

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Social media has proliferated into the everyday life of Vietnamese people. As a result, in the past years, Vietnam has seen many organizational crises that started on this platform. Social media has proven to be able to foster crises, thanks to open platforms that allow for relatively free discussion among strangers with common interests. Nonetheless, Vietnamese organizations have often ignored or underutilized these channels in their crisis communication efforts. Organizations prioritize using traditional media in their crisis communication efforts and paid little to no attention to social media outlets, even if the crisis had started on social media channels. Through a survey with experienced Vietnamese PR practitioners, this research aims to understand this trend of crisis management and explore the perception of Vietnamese organizations toward the use of social media in crisis communication.Bahasa Indonesia Abstrak: Media sosial telah menjamur ke dalam kehidupan sehari-hari rakyat di Vietnam. Akibatnya, dalam beberapa tahun terakhir, Vietnam telah melihat banyak krisis organisasi yang dimulai pada platform ini. Media sosial telah terbukti mampu menumbuhkan krisis, berkat platform terbuka yang memungkinkan diskusi bebas untuk kepentingan bersama. Meskipun demikian, organisasi di Vietnam sering mengabaikan atau kurang memanfaatkan saluran-saluran ini dalam upaya krisis komunikasi yang mereka alami. Organisasi lebih memprioritaskan menggunakan media tradisional dalam upaya menanggulangi krisis komunikasi mereka dan sedikit memberikan perhatian kepada outlet media sosial, bahkan jika krisis telah dimulai pada saluran media sosial. Melalui survei yang dilakukan oleh praktisi PR di Vietnam yang berpengalaman, penelitian ini bertujuan untuk memahami tren manajemen krisis ini dan mengeksplorasi persepsi organisasi di Vietnam terhadap penggunaan media sosial dalam komunikasi krisis.<div id="gtx-trans" style="position: absolute; left: -32px; top: 211px;"> </div>

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Van Winkle, Christine, and Shawn Corrigan. "Communicating on social media during a #FestivalEmergency." International Journal of Event and Festival Management 13, no. 2 (December 29, 2021): 144–63. http://dx.doi.org/10.1108/ijefm-06-2021-0054.

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PurposeThe purpose of the study was to explore multidirectional flows of information over the course of an emergency. The following research questions were designed to guide this study: How does social media communication unfold over the course of an emergency at a cultural event? How does the nature and purpose of social media communication between all SM users change once an emergency occurs that affects event operations? How does the sentiment of social media communication change once an emergency occurs that affects event operations?Design/methodology/approachThis study explored how social media was used to communicate about on-site emergencies at community cultural events. Three events were studied before, during and after an on-site emergency that disrupted the event. The Twitter and Facebook posts referencing emergencies that took place at Shambhala, Detonate and Zombicon were explored, and the nature and purpose of the posts revealed how online communication changed throughout the emergencies. The Social Mediated Crisis Communication Model guided this research and findings contribute to the model's ongoing development by incorporating additional theories and models.FindingsThe research demonstrates that social media communication shifts during an emergency and how communication moves through a network changes. Once an emergency is underway, communication increases and who is talking with whom changes. The nature and purpose of the social media conversation also evolves over the course of an emergency.Research limitations/implicationsThis study examined the social media communication during three on-site emergencies at three different cultural events. The findings contribute to the understanding of the Social Media Crisis Communication Model. Specifically, the research confirms the various actors who engage online but also shows that two-way communication is not common. As this study only examined three events experiencing three different emergencies, we have a limited understanding of how the type of emergencies affects social media communication.Practical implicationsThe findings show the need for pre-crisis work by event organizers. It is necessary for the events to build trust with their online communities to ensure that when an emergency occurs the event will be seen as a trusted source. Also, staff training is needed to ensure people are prepared to handle the complexities of communicating online during an emergency. Issues like misinformation, influencers and the rapid pace of social media communication create a challenging environment for staff who are unprepared.Originality/valueEmergencies can threaten the survival of event organizations and put the health and wellness of attendees, staff and other stakeholders at risk. The study of crisis communication in special event contexts has received little theoretical attention and yet it is an important area of event management practice. Social media is an essential part of communication strategies and should be integrated into emergency planning to best reach people when an emergency threatens the safety of those involved with the event. The Social Media Crisis Communication Model offers some insight, but understanding its relevance is necessary if it is to be integrated into event emergency management.

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Mascareño, Aldo, Pablo A. Henríquez, Marco Billi, and Gonzalo A. Ruz. "A Twitter-Lived Red Tide Crisis on Chiloé Island, Chile: What Can Be Obtained for Social-Ecological Research through Social Media Analysis?" Sustainability 12, no. 20 (October 15, 2020): 8506. http://dx.doi.org/10.3390/su12208506.

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Considering traditional research on social-ecological crises, new social media analysis, particularly Twitter data, contributes with supplementary exploration techniques. In this article, we argue that a social media approach to social-ecological crises can offer an actor-centered meaningful perspective on social facts, a depiction of the general dynamics of meaning making that takes place among actors, and a systemic view of actors’ communication before, during and after the crisis. On the basis of a multi-technique approach to Twitter data (TF-IDF, hierarchical clustering, egocentric networks and principal component analysis) applied to a red tide crisis on Chiloé Island, Chile, in 2016, the most significant red tide in South America ever, we offer a view on the boundaries and dynamics of meaning making in a social-ecological crisis. We conclude that this dynamics shows a permanent reflexive work on elucidating the causes and effects of the crisis that develops according to actors’ commitments, the sequence of events, and political conveniences. In this vein, social media analysis does not replace good qualitative research, it rather opens up supplementary possibilities for capturing meanings from the past that cannot be retrieved otherwise. This is particularly relevant for studying social-ecological crises and supporting collective learning processes that point towards increased resilience capacities and more sustainable trajectories in affected communities.

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Jin, Xianlin. "Exploring Crisis Communication and Information Dissemination on Social Media: Social Network Analysis of Hurricane Irma Tweets." Journal of International Crisis and Risk Communication Research 3, no. 2 (October 1, 2020): 179–210. http://dx.doi.org/10.30658/jicrcr.3.2.3.

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This study utilized social network analysis to identify the top 10 Twitter influentials during the Hurricane Irma crisis period and examined the relationship between social media attributes and the bridge influence of controlling information flow. The number of a user’s followers and tweets significantly predicted one’s control of information. Crisis information tended to be shared in scattered subgroups. Social network boundaries impeded information diffusion, and the communication pattern was largely one-way. The findings partially supported the opinion leader argument while indicating that influentials can directly generate information, which is consistent with the social-mediated crisis communication model. Such findings will contribute to crisis literature and help emergency management professionals advance social media usage to disseminate crisis information, build effective communication, and provide immediate disaster relief responses

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Koehler, Isabelle, and Sascha Raithel. "Internal, external, and media stakeholders’ evaluations during transgressions." Corporate Communications: An International Journal 23, no. 4 (October 1, 2018): 512–27. http://dx.doi.org/10.1108/ccij-10-2017-0096.

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Purpose As crises are largely perceptual, the deeper the understanding is of how stakeholders perceive crisis situations, the more effectively corporations can target their crisis communication messages. The purpose of this paper is to investigate how different stakeholder groups process information during transgression-based corporate crises. Design/methodology/approach This study is based on 17 qualitative interviews with the internal, external and media stakeholders of an organisation that experienced a major transgression-based crisis. A case study approach is adopted to analyse and understand how these stakeholders process and respond to the same crisis event. Findings Findings suggest that there are considerable differences in the crisis evaluations of different stakeholder groups. This study identifies several elements specific to internal, external and media stakeholders’ crisis information processing. Research limitations/implications Although the findings are tied to the specific case, the authors extend the existing theory by shedding light on the specific factors that shape the evaluations of different stakeholder groups during a transgression. Practical implications The findings may help managers in building more accurate assumptions and knowledge with respect to crisis effects on an organisation’s stakeholders and thus provide the basis for more effective crisis communication. Originality/value Prior crisis information-processing models provide fragmented and generic insights into the specifics of different stakeholder groups and thus lead crisis communication to miss opportunities to attenuate the loss of a corporation’s social approval. This study moves towards an integrated framework of how different stakeholders evaluate a transgression-based corporate crisis.

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Xie, Qihui. "How America Government Framed Crisis and Interacted with public on Social media." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 10, no. 7 (September 30, 2015): 2304–10. http://dx.doi.org/10.24297/ijmit.v10i7.597.

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Social media is a subject of government interest in emergency response. Government usage of social media in crisis has four functions: information display, information obtain, public expression platform and interaction tool. Though much attention has been given on government usage of social media in crisis, little research is focused on governmentâ€™s interaction with public via social media. This research did a case study on how government agencies of New York City (NYC) use social media to frame crisis and interact with public. By coding crisis framing and counting public re-tweets per tweet, public question, government reply and public positive and negative attitude numbers of five main crisis management agencies in NYC. The findings indicate that public and government had different attentions over crisis; NYC government had a relative high interaction intensity with public and interaction with public may influence public attitude. This research concludes some advice for government using social media in crisis.

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

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