Exploring social media use in university crisis communication: An experiment to measure impact on perceived crisis severity and attitudes of key publics

Hong, Seoyeon

doi:10.1111/1468-5973.12242

Cited by 22 publications

(14 citation statements)

References 58 publications

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“…This is because any negative news trolled on a public platform is perceived as worse than that in a private one (Sticca & Perren, 2013). On the contrary, brands’ official statements against wrongdoings, when communicated via mass media platforms, may mitigate consumers’ perceived severity (Hong & Kim, 2019) and positively impact their attitudes towards the brand scandal. Consumers’ existing brand experience is a crucial factor in determining a company’s success in the environment of social media.…”

Section: Theoretical Descriptionsmentioning

confidence: 99%

On the relationship between brand scandal and consumer attitudes: A literature review and research agenda

Kapoor

Banerjee

2020

Int J Consumer Studies

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A brand scandal impacts not just the brand, but also different stakeholders in the society. However, there is not enough literature in the domain of brand scandals and consumers’ attitudes. This thematic literature review provides a holistic view of previous studies related to the relationship between brand scandal and consumer attitudes. The present literature review is confined to journals covering 40 years’ of research, that is, articles published from 1980 to 2020. The present study’s theoretical description follows the antecedents, decisions and outcomes (ADO) framework. This study attempts to theorize the antecedents and outcomes of brand scandal in shaping consumers’ attitudes towards scandalized brands. Along with identifying and theorizing antecedents of brand scandal, this literature review identifies the behavioural outcomes of consumers' attitudes towards brand scandal. It also comments on retailers’ moderating role and the mediating effect of corporate action on the same. Moreover, it posits that media amplification influences consumers’ behaviour during the brand scandal. The review concludes the discussion with theoretical and managerial implications and directions for future research using the Theory, Context, Characteristics and Methodology (TCCM) framework. The conceptual model proposed here may be empirically tested to validate the theoretical framework, which may help academic researchers understand the impact of the brand scandal on consumer attitudes. The review makes significant contributions to the field by providing practical guidelines to marketers. They can examine and address the sequences of events during the brand scandal in a productive manner. The theoretical model may serve as a foundation by which companies can shape effective scandal response strategies. The study instils marketers to plan and execute scandal response strategies concerning retailers and the media’s role to mitigate a brand scandal’s impact on consumer attitudes. It also provides insights for marketers to take corrective action and rebuild their brand’s reputation by catering to consumer’s behavioural outcomes in the event of a scandal.

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Section: Theoretical Descriptionsmentioning

confidence: 99%

On the relationship between brand scandal and consumer attitudes: A literature review and research agenda

Kapoor

Banerjee

2020

Int J Consumer Studies

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“…It was also important for organizations to recognize that the narrative tone they incorporate into their social media strategies influenced public perceptions [77].…”

Section: Social Media For Post-disaster Relationship Developmentmentioning

confidence: 99%

A review of social media use during disaster response and recovery phases

Young¹,

Kuligowski²,

Pradhan³

2020

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Under the National Construction Safety Team Act, the National Institute of Standards and Technology (NIST) investigated the May 22, 2011 tornado in Joplin, Missouri. The investigation was an effort to characterize (1) the wind environment and technical conditions associated with fatalities and injuries, (2) the performance of emergency communications systems and the public response to such communications, and (3) the performance of residential, commercial, and critical buildings, designated safe areas in buildings as well as lifelines. The final report of the investigation concluded with a list of sixteen recommendations, including but not limited to recommendations for action on emergency communications. Specifically, NIST recommended "the development of national codes and standards and uniform guidance for clear, consistent, recognizable, and accurate emergency communications, encompassing alerts and warnings, to enable safe, effective, and timely responses" [1, p.367]. This Technical Note is the third installment in the NIST effort to develop evidence-based guidance on the creation and provision of public alerts. The first publication in this series, "Outdoor Siren Systems: A review of technology, usage, and public response during emergencies," provided both an outline on the current status of outdoor siren systems in the U.S., as well as a literature review of how people respond to these systems [2]. The second Technical Note, "A review of public response to short message alerts under imminent threats," focused on short message alerts, underscoring best practices as well as strategies geared towards improving message design and delivery, based on the methods by which people receive and process these types of alerts [3]. In this publication, first we present an overview of current popular social media platforms and the capabilities that they feature, as well as their potential applications for emergency management. That is followed by an outline of social media use for disaster response and recovery research findings, organized by themes. The response themes relate to: 1) the use of these tools for formal emergency management, 2) innovative social media applications for disaster response, and 3) how the general public uses these platforms. The recovery themes involve: 1) social media during recovery for mental health, 2) recovery assessment, and 3) relationship development post-event. The research findings are followed by the limitations and practical considerations for emergency managers, as well as future research suggestions.

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“…Crisis types, which include victim crises, accidental crises and preventable crises tend to be a focal point for identifying blame, with the latter, preventable crises, posing the strongest attributions of responsibility to an organization (Coombs, 2015). Other research has expanded blame to factors such as predictability, controllability and even type of corporate response in a crisis (Hong & Kim, 2019; Jin, 2009, 2010; Kim, 2019). Most recently, Zhao (2020) argued that blame is socially constructed, cultural and contextual.…”

Section: Literature Reviewmentioning

confidence: 99%

Relational immunity? Examining relationship as crisis shield

Smith

Krishna

Smith

2020

Contingencies & Crisis Mgmt

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This study examined the influence of a crisis on relational perceptions and the role of an empathetic response from stakeholders by investigating students’ perceptions of their relationship with a university following an on‐campus shooting. Findings show that despite the generally positive relationship, the university maintains with its students, the crisis had a negative impact on the students’ perceptions of their relationship with the university. Furthermore, results show how emotions, especially empathy, about an organization in a crisis situation can influence stakeholder relationships. This research helps provide nuance to the extant scholarship on crisis and emotions by introducing stakeholder empathy as a theoretical construct. Results also demonstrate that crisis managers who invest in relationship building before a crisis may elicit empathy more than blame in a crisis and may emerge with less relational damage.

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Exploring social media use in university crisis communication: An experiment to measure impact on perceived crisis severity and attitudes of key publics

Cited by 22 publications

References 58 publications

On the relationship between brand scandal and consumer attitudes: A literature review and research agenda

On the relationship between brand scandal and consumer attitudes: A literature review and research agenda

A review of social media use during disaster response and recovery phases

Relational immunity? Examining relationship as crisis shield

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