How Social Media Is Changing Crisis Communication Strategies: Evidence from the Updated Literature

Cheng, Yang

doi:10.1111/1468-5973.12130

Cited by 155 publications

(149 citation statements)

References 48 publications

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“…Social media, as a "double-edged sword" has brought both opportunities and challenges for crisis communication (Cheng, 2016a). On the one hand, scholars found that social media could facilitate organizations to monitor crisis issues, open up-to-date conversations with publics, cultivate critical relationships, and create transparency of organizational actions (Jin & Liu, 2010;Macias, Hilyard, & Freimuth, 2009).…”

Section: Social-mediated Crisis Communication (Smcc)mentioning

confidence: 99%

“…In sum, scholars in the past years have increasingly paid attention to the SMCC research in contexts (Cheng, 2016a;Liu et al, 2015;Tai & Sun, 2007;Taylor & Perry, 2005;Zhu et al, 2017). This field also attracted updated reviews from several scholars such as Cheng (2016a), Eriksson (2018), and Rasmussen and Ihlen (2017).…”

Section: Social-mediated Crisis Communication (Smcc)mentioning

confidence: 99%

“…Only three articles (Cheng, 2016b;Long, 2016) addressed NPOs' crisis communication with their publics. Within limited literature, Cheng (2016a) examined responses of the Red Cross of China in a credibility crisis. Results demonstrated that this NPO adopted an accommodative communication strategy to open dialogue with angry donors on social media during the crisis, but finally shirked responsibility and shifted the blame onto others.…”

Section: Nposmentioning

confidence: 99%

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The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

Cheng

2020

Public Relations Review

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A B S T R A C TThe rapid diffusion of social media is ushering in a new era of crisis communication. To enhance our understanding of the social-mediated dialogue between organizations and their publics in crises of China, this study conducts a content analysis of 61 relevant journal articles published in 2006-2018. Results of this research present an overview of ongoing research trends such as theoretical frameworks and methodological preferences. This research also explores how the unique Chinese social media characteristics affect the dialogue between types of organizations and their publics. Contextual factors such as face and favor, relationship (Guanxi) and sentiment (Renqing), and the centralized political system that may facilitate/inhibit dialogue in crises of China are identified as well. Finally, this study suggests promising new directions such as a scholarly assessment tool for the social-mediated crisis communication research in China.

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Section: Social-mediated Crisis Communication (Smcc)mentioning

confidence: 99%

Section: Social-mediated Crisis Communication (Smcc)mentioning

confidence: 99%

Section: Nposmentioning

confidence: 99%

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The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

Cheng

2020

Public Relations Review

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“…The protests peaked on a Sunday evening, at the end of the third week of protests, on February 5 th , when more than 600,000 demonstrators protested across the country. 4 In the fourth week, the minister of justice resigned as a sign of collaboration and poof that the initiators do not have personal interests or any other hidden agenda.…”

Section: The Eventsmentioning

confidence: 99%

The Online Communication of Political Parties and their Leaders Reacting to Street Protests in Romania

Mucundorfeanu¹

2019

JMR

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At the beginning of 2017 massive protests took place on the streets of the biggest cities in Romania, unprecedented in the post-Decembrist history of the country. They were caused by a decree passed by the government that was meant to decriminalize certain offences, including official misconduct. In situations such as social movements on a larger scale, the communication flow on social networking platforms, especially on Facebook, which is the most popular social media platform in Romania, increases exponentially (Tufekci & Wilson, 2012;Valenzuela, 2013). In this context, the present paper focuses on the analysis of the social media communication of the main political parties and their leaders. The communication strategy expressed especially on Facebook is interesting, because it is preferred by a large part of the protest participants (for information regarding Facebook groups of protesters see Adi & Lilleker, 2018). The central question of the present paper revolves around the way in which political parties and leaders communicated during the aforementioned protests. We have carried out a computer-assisted frequency analysis and have analyzed 15 Facebook accounts of the main political parties and their leaders during the period January 18 th -March 5 th 2017, which corresponds to the period of the protests.According to Facebrands.ro, a Romanian monitoring service of Facebook accounts nationwide 3 , in 2017, 50% of users were women and 50% were men. The top three age categories of users are the following: most of them are 25-34 years old (26.83%), followed by users aged 18-24 years old (21.47%) and 35-44 years old (21.15%). Other age groups are the following: 45-54 years old (12.63%), 13-17 years old (9.24%), followed by 55-64 years old (6.16%) and by users aged 65+ (2.53%). Most of them are married (68.04%), while only 22.6% of them are single, 8.2% are in a relationship and 1.09% are engaged. These number and figures show that this social networking platform reaches a significant proportion of Romanian Internet users, considering that almost half of all Romanian Internet users are present on Facebook and most of them are relatively young. This segment of the population that is present on social media is the same segment that represents the working force of the country directly affected by any political action or decision. For politicians, the fact that they can address this population segment directly through this communication tool should be perceived as an asset and should be fully used. Whether this is the case will be shown in the following chapters.We will focus on the created dialogue, or to be specific, on the use or lack of reactions and responses from the main political parties and leaders towards the issues. By using a computer-assisted analysis, we analyzed online materials published by the abovementioned country's representatives on their Facebook profiles during the period of the protests, in order to see how they acted and reacted during the protests, how active (number of posts) and how involve...

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“…(Benoit, 2015;Coombs, 2013. ) Digitaalisen julkisuuden uusi logiikka ja erityisesti sosiaalinen media ovat vaikuttaneet kriisiviestintään ja mainekriisien hallintaan (Cheng, 2016;Goodman, 2017;McCorkindale & Distaso, 2013;Ott & Theunissen, 2015). Nykyisin erilaisilla sidosryhmillä on mahdollisuus tuoda mielipiteensä kuuluviin sosiaalisen median julkisilla areenoilla ja levittää näkemyksiään nopeasti laajoille yleisöille.…”

Section: Kriisiviestintää Vai Kriisivuorovaikutusta?unclassified

Kriisivuorovaikutuksen jännitteet organisaation mainekriiseissä

Hammarén

Laajalahti

2019

prlg

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Organisaation mainetta ja mainekriisejä on tutkittu runsaasti eri tieteenaloilla. Tässä artikkelissa syvennetään ymmärrystä organisaation mainekriiseistä kriisivuorovaikutuksen ja mainekriisien parissa työskentelevien viestinnän ammattilaisten näkökulmasta. Aiheen tarkasteluun sovelletaan relationaalisen dialektiikan viitekehystä (Baxter & Montgomery, 1996). Tutkimuskysymys on seuraava: millaisia kriisivuorovaikutuksen jännitteitä viestinnän ammattilaiset kohtaavat organisaation mainekriisien yhteydessä? Tutkimusaihetta lähestytään mainekriisien parissa työskentelevien viestinnän ammattilaisten kokemana ja kuvaamana. Tutkimus on laadullinen, ja tutkimusaineisto koostuu kahdeksan viestinnän ammattilaisen teemahaastattelusta. Aineisto analysoitiin teoriaohjaavan sisällönanalyysin keinoin. Tulosten mukaan kriisivuorovaikutusta luonnehtii organisaation mainekriiseissä kaksi pääjänniteparia: (1) nopeuden ja harkinnan sekä (2) avoimuuden ja salailun jännite. Nämä jänniteparit jakaantuvat edelleen siten, että nopeuden ja harkinnan jännite sisältää yllätyksellisyyden ja ennakoitavuuden sekä uuden ja perinteisen kriisiviestinnän alajännitteen ja avoimuuden ja salailun jännite sisältää vuorovaikutteisuuden ja yksisuuntaisuuden sekä yhdenmukaisuuden ja moniäänisyyden alajännitteen. Kriisivuorovaikutuksen jännitteiden ymmärtäminen auttaa mainekriisien hallinnassa, kriisivuorovaikutuksen kehittämisessä sekä viestinnän ammattilaisten tukemisessa työssään. Päätännössä tuodaan esille tutkimustulosten sovelluskohteita ja jatkotutkimustarpeita. Lisäksi arvioidaan relationaalisen dialektiikan soveltuvuutta viestinnän ammattilaisten työn tarkasteluun mainekriisien yhteydessä.

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How Social Media Is Changing Crisis Communication Strategies: Evidence from the Updated Literature

Cited by 155 publications

References 48 publications

The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

The Online Communication of Political Parties and their Leaders Reacting to Street Protests in Romania

Kriisivuorovaikutuksen jännitteet organisaation mainekriiseissä

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