How publics use social media to respond to blame games in crisis communication: The Love Parade tragedy in Duisburg 2010

Volkswagen Emission Crisis – Managing Stakeholder Relations on the Web

“…Because of the potentially detrimental effects of a crisis on organizations, these work on systematic crisis response and recovery strategies. During a crisis the public discusses the crisis online and often questions the causes for the crisis and responsibilities of the organization towards consumers and other stakeholders (Schwarz, 2012). Social media is a challenging arena for crisis communication for organizations, because they cannot easily control the sentiment and the direction the communication takes in the social media during a crisis.…”

“…This activity could also strengthen financial performance. Schwarz (2012) argues that stakeholders are those groups of individuals and organizations that engage in the stable development of organizations and reduce uncertainty. The internal stakeholders mainly include owners, employees, wholesalers and retailers, and so forth if these are working within the organization.…”

“…The exploration of stakeholder reactions in crisis communication has revealed different interest groups (Coombs and Holladay, 2012). In crisis contexts, attributions of responsibilities have critical influence to the judgement of organization (Schwarz, 2012). With long extreme negative process, the roles of internal stakeholders are vital for the crisis communication.…”

“…In crisis communication, the responses by the involved actors are vitally important for the survival and growth of organizations. Therefore, major failures in crisis situations cause negative image spread and losses in reputation for the organizations involved (Schwarz, 2012). The management of e-reputation requires continuous monitoring of social media and other Internet channels in order to anticipate the possible brand losses (Denis et al, 2014).…”

Managing a health crisis on Facebook: How the response strategies of apology, sympathy, and information influence public relations

“…Although past scholarship has examined crises events in various contexts (Coombs & Holladay, 2012;Coombs & Schmidt, 2000;Freberg, Palenchar, & Veil, 2013;Schwarz, 2012), there is lack of systematic research at the intersection of health-crisis communication and social media around crisis situations. Effectively managing information and communication during a health crisis is crucial since stakeholders, who tend to react rationally when confronted with risk information, might show differing levels of rationality than the organization disseminating the information (Williams & Olaniran, 1998), since their risk perceptions are enhanced when the danger is man-made (Glik, 2007).…”