Coping with the COVID-19 crisis: an analysis of Twitter communication of companies

Chong, Sabrina; Momin, Mahmood Ahmed

doi:10.1108/par-09-2020-0159

Cited by 9 publications

(11 citation statements)

References 22 publications

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“…The results show that companies mostly publish a series of content that are not precisely those that generate the most interaction. Companies published more content related to the economy, the company itself or collaboration issues, as other recent studies have observed (Chong & Momin, 2021). However, stakeholders showed more interest and interaction when talking about others.…”

Section: Discussionsupporting

confidence: 54%

“…& Miquel, S. Thematic dis/connection of Ibex35 companies to generate dialogue with their stakeholders via Twitter during the pandemic social networks by Spanish teams during the pandemic were related to aspects linked to CSR and purpose, focusing more on aspects related to sponsorship or personal engagement (López-Carril & Anagnostopoulos, 2020). In a study conducted in listed companies in New Zealand, it was observed that product/service related information was the most tweeted concern and that the main strategy was based on information sharing (Chong & Momin, 2021).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

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Thematic dis/connection of Ibex35 companies to generate dialogue with their stakeholders via Twitter during the pandemic

Rangel

Monfort

Miquel-Segarra

2022

Communication & Society

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Studies of corporate communication and intangible management are especially interested in knowing how to establish a proper dialogue with stakeholders to integrate their concerns into internal management and to be able to have greater corporate legitimacy. The lockdown and the following months of the pandemic allow to know if the firms have succeeded in applying the principles of corporate communication and if there have been new strategies that should be known in future crises. This research wants to know what topics and contents have been communicated by the companies to promote dialogue and to detect if their strategies have influenced their audiences by promoting engagement. To this end, the behavior on Twitter of the 27 IBEX35 companies with verified corporate accounts has been analyzed using statistical methods. The results show that companies have communicated more and have generated more engagement than before the pandemic. It is also observed that they have increased their efforts to publish specific content for each stakeholder group. Finally, the results indicate that the topics most communicated were not the ones that generated the most engagement, which shows that despite the interest in dialoguing with stakeholders, companies are not able to communicate what is of real interest to their audiences. The study presents practical implications and discussions with the previous literature on online communication management and stakeholder dialogue.

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Section: Discussionsupporting

confidence: 54%

Section: Theoretical Frameworkmentioning

confidence: 99%

Thematic dis/connection of Ibex35 companies to generate dialogue with their stakeholders via Twitter during the pandemic

Rangel

Monfort

Miquel-Segarra

2022

Communication & Society

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“…Apart from factors like information technology (IT) alignment, trust and information sharing are known to be critical predictors of better supply chain resilience, as Naghshineh and Lotfi ( 2019 ) found in their study. But due to the spread of misinformation or fake news, especially during turbulence, trust is hampered, and the flow of information sharing is impacted (Chong & Momin, 2021 ). As a result, supply chain resilience is affected, which is perceived to adversely impact organizations’ supply chain agility and adaptability, adversely impacting on their practices and processes (Akter et al, 2016 ; Tan et al, 2017 ; Wamba et al, 2019 ).…”

Section: Theoretical Underpinning and Development Of Hypothesesmentioning

confidence: 99%

Role of fake news and misinformation in supply chain disruption: impact of technology competency as moderator

2022

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Studies show that COVID-19 has increased the effects of misinformation and fake news that proliferated during the continued crisis and related turbulent environment. Fake news and misinformation can come from various sources such as social media, print media, as well as from electronic media such as instant messaging services and other apps. There is a growing interest among researchers and practitioners on how fake news and misinformation impacts on supply chain disruption. But the limited research in this area leaves a gap. With this background, the purpose of this study is to determine the role of fake news and misinformation in supply chain disruption and the consequences to a firm’s operational performance. This study also investigates the moderating role of technology competency in supply chain disruption and operational performance of the firm. With the help of theories and literature, a theoretical model has been developed. Later, the conceptual model has been validated using partial least squares structural equation modeling. The study finds that there is a significant impact of misinformation and fake news on supply chain disruption, which in turn negatively impacts firms’ operational performance. The study also highlights that firms’ technology competency can improve the supply chain situation that has been disrupted by misinformation and fake news.

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“…While the Internet provides a space for the unilateral provision of accountability (Agostino et al , 2021; Gallhofer and Haslam, 2006), social media are more interactive tools that not only facilitate the discharge of accountability but also stakeholders’ dialogue, engagement and participation (Agostino and Sidorova, 2017; Bellucci and Manetti, 2017; Manetti and Bellucci, 2016; Manetti et al , 2017; Bellucci et al , 2019). Indeed, recent research on accountability during COVID-19 has found that social media have been increasingly introduced by various types of organizations and institutions to discharge their accountability and to engage and prompt their stakeholders (Landi et al , 2021; Li et al , 2021; Chong and Momin, 2021). Findings also reveal that it has been increasingly used as a replacement for citizens’ daily social interaction and debate, with Facebook leading this upsurge (Trevisan et al , 2021).…”

Section: Introductionmentioning

confidence: 99%

Account(share)ability through social media during the COVID-19 emergency: the case of universities

Masiero

Leoni

Bagnoli

2022

MEDAR

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Purpose This paper aims at exploring how and to what extent universities enlisted Facebook, a social media platform, in the discharging and shaping of their accountability during the COVID-19 emergency. Design/methodology/approach Drawing on the literature on accountability in the virtual world and crises, a netnographic analysis of the Facebook postings by a sample of Italian universities is performed to identify and interpret the accountability discharged via social media platforms by universities during the COVID-19 pandemic. Findings Universities used social media in a range of modes, from conveying simple instructions to rendering traditional accountability for their conduct during the crisis. However, in various Facebook postings, they give voice to various stakeholders’ thoughts and experiences, thereby completely reversing the traditional accountability relationship and making the various stakeholders feel included in the university community. Practical implications Social media can constitute a useful tool for organizations willing to deploy different modes of accountabilities, according to what is required by the specific situation. In the authors’ case, social media provided a forum for account-sharing during a critical situation that was common to both the account giver and the recipient. Originality/value To the best of the authors’ knowledge, this is the first study to investigate the use of social media by universities for accountability purposes and to reveal their possibilities in supporting more ethical forms of accountability.

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Coping with the COVID-19 crisis: an analysis of Twitter communication of companies

Cited by 9 publications

References 22 publications

Thematic dis/connection of Ibex35 companies to generate dialogue with their stakeholders via Twitter during the pandemic

Thematic dis/connection of Ibex35 companies to generate dialogue with their stakeholders via Twitter during the pandemic

Role of fake news and misinformation in supply chain disruption: impact of technology competency as moderator

Account(share)ability through social media during the COVID-19 emergency: the case of universities

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