A Preliminary Study on Effects of Social Media in Crisis Communication from Public Relations Practitioners’ Views

Husain, Kalthom; Abdullah, Ain Nadzimah; Ishak, Mastura; Kamarudin, Mohd Fauzi; Robani, Anidah; Mohin, Mohaida; Hassan, Syed Ahmad Helmi Syed

doi:10.1016/j.sbspro.2014.10.283

Cited by 25 publications

(24 citation statements)

References 7 publications

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“…"Professionals should make careful and deliberate use of social media, while not neglecting traditional media" (Austin, Liu & Jin, 2012, p. 203) "Traditional news media remain powerful opinion leaders and agenda setters" (Sung & Hwang, 2014, p. 253) "…organizations should not neglect traditional ways of crisis communication" (Utz, Schultz & Glocka, 2013, p. 45) Lesson opportunities for immediate transmission of important crisis information to "as many people as possible" (Gaspar et al, 2014, p. 253). A second reason is the great impact of social media, which makes it a better choice than traditional media for avoiding the wide dissemination of misinformation during crises (Huang, Starbird, Orand, Stanek, & Pedersen, 2015;Husain et al, 2014). Thirdly, social media technology is considered to offer communication possibilities that enforce the key principles of effective risk communication and effective crisis management.…”

Section: Knowledge Base and Research Context Characteristicsmentioning

confidence: 99%

Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice

Eriksson

2018

International Journal of Strategic Communication

164

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This study analyzes explicit pieces of advice for effective social media crisis communication given by researchers in various subdisciplines of strategic communication. The themes are identified by a systematic content analysis of peer-reviewed journal articles and conference papers (n = 104) published between 2004 and 2017. Five overall thematic "lessons" are identified and critically discussed. These are that effective social media crisis communication is about: (1) exploiting social media's potential to create dialogue and to choose the right message, source and timing; (2) performing precrisis work and developing an understanding of the social media logic; (3) using social media monitoring; (4) continuing to prioritize traditional media in crisis situations; and finally, (5) just using social media in strategic crisis communication. These guidelines mainly emerged from quantitative research conducted in the context of the United Stated and on Twitter. There is need for more research focusing on other platforms and other empirical material. There is also a future need for an in-depth methodological discussion of how to further bridge the gap between research and practice on a global scale, and how to develop more evidence-based recommendations for strategic crisis communication practitioners.

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Section: Knowledge Base and Research Context Characteristicsmentioning

confidence: 99%

Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice

Eriksson

2018

International Journal of Strategic Communication

164

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“…This study contributes new knowledge as most MH370 studies either focused on crisis communication and crisis management (Junaidi et al, 2014;Kalthom et al, 2014;Lee & Han, 2014;Peiter, 2014) or content analyses of MH370 related news (Bier et al, 2017;Park et al, 2016). However, how journalists perceive the coverage of the crisis is rarely highlighted.…”

Section: Discussionmentioning

confidence: 90%

The Missing Narratives: Exploring the Experiences of Malaysian Journalists and Family Members and Friends of Victims during the MH370 Aviation Crisis

Shiang¹,

Chibundu²,

Wilson³

2021

JSSH

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The MH370 crisis which attracted global attention is considered one of the most perplexing disasters in aviation history by aviation experts. One of the highlights of the crisis was the alleged inability of Malaysian journalists to provide accurate information on the issue. Maximum news coverage, commentaries, expert views, and researches were carried out regarding the issue. However, most of them only focused on how Malaysian authorities handled the crisis. None ventured into Malaysian journalists’ perspectives particularly on their concerns regarding their coverage of the crisis. Therefore, this study seeks to investigate the perspectives of journalists from the selected newspapers on their framing of the crisis, the alleged inconsistencies in their coverage, and the perceived lack of access to information. By giving journalists a voice to express their views on their performance, it is hoped that will deepen knowledge and understanding of the dynamics of press freedom, ownership, and control in the country. Through qualitative data analysis, the study found that MH370 news frames were greatly influenced by both internal and external factors, ranging from individuals to state levels. They include lack of experience in aviation news coverage on the part of the local Malaysian journalists; the internal gatekeeping process by the news editors of various newspapers which tend to undermine the work of journalists; and the seen and unseen restrictions experienced by journalists and media houses at the state level. References

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“…Most studies on MH370 focus on crisis communication and crisis management (Junaidi, Mohd. Sahandri, & Mazura, 2014;Peiter, 2014;Kalthom et al, 2014;Lee & Han, 2014). There are also some studies on framing that focus on media coverage of international crisis (Park, Bier & Palenchar, 2016;Bier, Park & Palenchar, 2017).…”

Section: Discussionmentioning

confidence: 99%

Media Coverage of Malaysian Airline Flight MH370: A Preliminary Study on the Framing of the Crisis in the Malaysian Mainstream and Alternative Newspapers

Shiang

Chibundu

Wilson

2020

JKMJC

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This study proposes to investigate and compare the coverage of the disappearance of Malaysia Airlines flight MH370 by Malaysian mainstream and alternative newspapers-The Star newspaper and Malaysiakini. The MH370 crisis in March 2014 is considered as the greatest aviation crisis in the history of Malaysia because of its magnitude and attracted massive local and international media coverage. It presented Malaysian authorities with a new form of challenge, resulting in various criticisms from aviation, media and crisis communication experts over how information regarding the crisis was handled by Malaysia Airlines (MAS) in particular, and the Malaysian government in general. On the other hand, the role of the media during a crisis is not only to provide information regarding the crisis, but also to act as the peoples' advocate by providing an avenue for public engagements and discussions. However, the ability of the media to play this role depends to a certain extent on ownership, and a large extent on the degree of freedom it enjoys in a country. Through quantitative content analysis, the study compares the framing of the crisis by the selected newspapers, the sources of information for their news stories, and slants of the news. The study found that the mainstream newspaper The Star provided general and limited viewpoints with a concentration on the human interest frame, while the alternative newspaper, Malaysiakini, had more critical news reports with a focus on the attribute of responsibility frame.

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A Preliminary Study on Effects of Social Media in Crisis Communication from Public Relations Practitioners’ Views

Cited by 25 publications

References 7 publications

Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice

Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice

The Missing Narratives: Exploring the Experiences of Malaysian Journalists and Family Members and Friends of Victims during the MH370 Aviation Crisis

Media Coverage of Malaysian Airline Flight MH370: A Preliminary Study on the Framing of the Crisis in the Malaysian Mainstream and Alternative Newspapers

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