Social Media Posts on Samsung Galaxy Note 7 Explosion: A Comparative Analysis of Crisis Framing and Sentiments in Three Nations

Abstract

This study explores the Samsung Galaxy Note 7 explosion crisis by analyzing posts on Twitter in three nations: the United States, Australia, and South Korea. Using the perspectives of generic frames, issue-specific frames, cross-national frames, and user sentiment on Twitter, this study analyzes 600 posts (200 from each nation). Results reveal that Twitter posts frequently framed the crisis using attribution, morality, and conflict frames. Posts about the explosion were more professional frame oriented than national frame oriented. Negative sentiment was dominant in Twitter posts about the explosion. Morality, corporate breakdown, and customer concerns were highly associated with negative sentiment. The results demonstrate how global users respond to a corporate crisis. Study implications and suggestions are discussed.

Long Covid: Online patient narratives, public health communication and vaccine hesitancy

“…Sentiment analysishashtag and emoji. Sentiment analysis is used to measure the positive, negative, or neutral feelings of users of social media platforms towards communication around a certain topic, 26 which in our study concerns the experience of Long Covid during the Covid-19 pandemic. Emoji and hashtag analysis was conducted through the interpretation of co-occurrence, frequency and discourse analysis (with the software Talkwalker) which involved examining hashtags and emojis within the context of their posts.…”

Focusing on the “Public” in Public Relations: The Importance of Person-Centered Messages (PCMs) in Crisis Communication on Twitter

“…Even if an individual experiences negative emotions and low organization reputation in both cases, they could be triggered to share negative WOM when the responsibility (and, therefore, blame) of the organization is clearly identified. In preventable crises, stakeholders would particularly be able to identify the organization to blame, and the complaints would likely increase since the organization is an easy target (Kang et al, 2019).…”

Communication During Crisis: Negotiation Strategies

“…Each party also needs to make predictions about what the other party expects regarding the negotiation outcome. Kang et al (2019), in their study on the exploded Samsung Note 7 phone, mentioned the negotiation strategies implemented by Samsung by determining customers' expectations of the company's reaction to the issue. During the ground rules phase, the parties involved will define their ground rules and the procedures that will be taken to conduct the negotiation process.…”

“…The negotiation process should also be appropriately conducted to ensure the needs and demands of the parties involved can be addressed. Kang et al (2019) examined the crisis of the Samsung Galaxy Note 7 explosion by analyzing posts from the social media platforms Twitter regarding the issue. The study revealed that the users often complained about the strategies that should have been taken by Samsung during the pre-crisis phase and critiqued the value of attribution and morality.…”

“…Moreover, to increase public focus by impacting the organization's reputation and business interests (Gou, 2016 as cited in Zhang, 2020); therefore, researchers are concerned about how crisis frameworks and social media sentiment influence global perceptions internationally. Kang et al (2019) investigated Twitter posts with negative feelings in South Korea, the United States, and Australia. The study highlighted that customer concerns and companies' breakdowns were dominant, demonstrating social media users' reactions to a company crisis.…”