Negotiating crisis in the social media environment

Pang, Augustine; Hassan, Nasrath Begam Binte Abul; Chong, Aaron Chee Yang

doi:10.1108/ccij-09-2012-0064

Cited by 65 publications

(27 citation statements)

References 38 publications

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“…Next to them there were a group of hate-holders (Author 1) or negatively engaged citizens (Bowden et al, 2016) that remained disapproving of authority's communication and competence as well as made accusations, such as Veil et al (2012) and Pang et al (2014) emphasise. Thus, the results support Coombs and Holladay's (2014) categories of citizens as crisis communicators, information providers, critics and supporters.…”

Section: Discussionmentioning

confidence: 99%

“…They are not just seeking for information anymore, but also providing it to each other (Palen and Liu, 2007), especially through social media (such as Facebook and Twitter). Citizens as social media users have become an important stakeholder group that needs to be engaged (Pang, et al, 2014). Especially in times of crisis, because authorities can be challenged by citizens (Palttala and Vos, 2011).…”

Section: The Purpose Of Crisis Communicationmentioning

confidence: 99%

“…According to Coombs and Holladay (2014) Thus, open access social media offers a tool to amplify or attenuate a crisis by publishing accusations or negative comments, or even hoaxes directed at organisations (Veil et al, 2012;323;Pang et al, 2014) or supporting the organisation (Coombs and Holladay, 2014).…”

Section: Social Media -A New Tool For Crisis Communication and Citizementioning

confidence: 99%

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Facebook discussion of a crisis: authority communication and its relationship to citizens

Tampere

Luoma‐aho

2016

CCIJ

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Purpose The purpose of this paper is to investigate the authority communication and its relationship to citizens during a disaster. This analysis is crucial for organisations to help them understand the different ways in which crises are perceived by citizens, and the reactions they may cause. The results will help authorities in planning their crisis communication. Design/methodology/approach Facebook comments written by authorities and citizens are studied and analysed in an exploratory case study related to the 2011 catastrophe in the Fukushima Dai-ichi nuclear power plant via content analysis. Findings The analysis of Facebook comments revealed that authorities have to be prepared for communicating with citizens with diverging interests, who have different perceptions on a crisis and that relation is not the same with those different profiles of citizens. Research limitations/implications This case study only focusses on the Fukushima debate from the point of view of the authorities and citizens. Practical implications This study argues that it is crucial for both authorities and public relations practitioners to acknowledge that competing opinion holders are challenging each other and authority online, and that crisis communication should be planned accordingly. Originality/value The participant profiles can help organisations to clarify citizens’ crisis perceptions that can emerge in online discussions. Practitioners need to concentrate on determining how to get their voice heard so that there are perceived credible and legitimate actors.

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Section: Discussionmentioning

confidence: 99%

Section: The Purpose Of Crisis Communicationmentioning

confidence: 99%

Section: Social Media -A New Tool For Crisis Communication and Citizementioning

confidence: 99%

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Facebook discussion of a crisis: authority communication and its relationship to citizens

Tampere

Luoma‐aho

2016

CCIJ

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“…Organizations should be aware that negative issues in particular tend to diffuse virally online, especially when the negative contents relate to problems caused by socially irresponsible organizations (Lee, Oh & Kim, 2013). A crisis may arise when an organization is scrutinized critically by its stakeholders (Pang, Hassan & Chong, 2014), having a profound impact on the organization's reputation (Sriramesh, Rivera-Sánchez & Soriano, 2013). Some crises have been triggered by a huge amount of online user-based messages, when accusations against a focal organization stimulated viral spreading of negative issues (Pang et al, 2014).…”

Section: Evolving Csr Issues In Social Mediamentioning

confidence: 99%

The Issue Arena of a Corporate Social Responsibility Crisis – The Volkswagen Case in Twitter

Zhang

Vos

Veijalainen

et al. 2016

Studies in Media and Communication

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This paper explores the online debate in a corporate social responsibility crisis, where multiple actors communicate through social media, each representing different interests and views pertaining to the crisis. The study utilizes Twitter data relating to the recent case of the falsified Volkswagen diesel emissions that became public in 2015. To better understand the online interaction, use is made of issue arena theory and insights on CSR crises. The focus is on capturing the issue as it evolved over time, the actors and sentiments expressed, and the responses of the organization. The findings show that after the case became public, the emissions issue received massive attention in Twitter. Sentiment analysis showed high negative peaks following news that revealed details about the case. Among the most active external accounts, the group labeled General and business news was the most critical. The replies posted by Volkswagen on @VW were few, providing explanations and links. Volkswagen websites were used to disseminate information, but the case was also heavily discussed in a large number of independent discussion platforms, blogs and wikis. The findings demonstrate that CSR challenges can result in a crisis of a long duration marked by strongly expressed sentiments and a wide diversity in the views of different stakeholder groups. The focal organization reacted to the events with the twin strategies of apology and compensation. The study shows the risk of CSR challenges resulting in crises in cases where stakeholder expectations have been created but not met, generating loss of reputation.

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“…Being an eyewitness of a crisis event has considerable potential to engage people in interaction via social media (Zhang and Vos, 2014). Such messages may spread widely, especially via Twitter, which lacks gatekeeping and can thus disseminate issues rapidly via its large user base (Hughes and Palen, 2009;Pang et al, 2014). 'Twitter Journalism' also seems to offer the stamp of public approval when accompanied with live images (Tam, 2012), for which reason news media monitor Twitter for confirmation of breaking news (Terdiman, 2014).…”

Section: Understanding Issue Spread In the Social Mediamentioning

confidence: 99%

Decomposing issue patterns in crisis communication: the case of the lost airliner

Zhang

Vos

Veijalainen

2018

IJEM

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This research explores the relation between a crisis and public discussion on related issues. In organisational crisis communication, a singleissue strategy is often proposed. Such a strategy, however, may not be adequate in more complex crises where the crisis lifecycle is likely to encompass shorter lifecycles of issues that generate media attention. Decomposing the online crisis debate into a pattern of issues supports understanding of public perceptions, and hence of crisis response and communication. This is investigated through an analysis of Facebook posts prompted by the loss of Malaysia Airlines flight MH370 in 2014. The analysis shows that during the life of the crisis a variety of related issues arose that became topics of public debate. Compassion for victims dominated in the early stages of the crisis, while later on reputation-related issues took over. The insights gained help in understanding the results of social media monitoring during complex organisational crises and facilitate organisational decision making. Jari Veijalainen, PhD, is a Professor of Software Engineering at the University of Jyvaskyla, Finland. His research focuses on heterogeneous transaction management, transaction models and mechanisms for computer supported cooperative work, workflow systems and electronic commerce systems, formal modelling, mobile computing, software engineering, mobile multimedia data management, and social media analysis. Keywords

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Negotiating crisis in the social media environment

Cited by 65 publications

References 38 publications

Facebook discussion of a crisis: authority communication and its relationship to citizens

Facebook discussion of a crisis: authority communication and its relationship to citizens

The Issue Arena of a Corporate Social Responsibility Crisis – The Volkswagen Case in Twitter

Decomposing issue patterns in crisis communication: the case of the lost airliner

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