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| crisis communication on social media: Social Media and Crisis Communication Yan Jin, Lucinda L. Austin, 2022-02-25 The second edition of this vital text integrates theory, research, and application to orient readers to the latest thinking about the role of social media in crisis communication. Specific crisis arenas such as health, corporate, nonprofit, religious, political, and disaster are examined in depth, along with social media platforms and newer technology. Social Media and Crisis Communication, Second Edition provides a fresh look at the role of visual communication in social media and a more global review of social media and crisis communication literature. With an enhanced focus on the ethics section, a short communication overview piece, and case studies for each area of application, it is practical for use in a variety of learning settings. A must-read for scholars, advanced students, and practitioners who wish to stay on the leading edge of research, this book will appeal to those in public relations, strategic communications, corporate communications, government and NGO communications, and emergency and disaster response. |
| crisis communication on social media: Crisis Management in the Age of Social Media Louis Capozzi, 2013-07-02 Social media has fundamentally changed the contract between institutions and the public. Today, people expect a conversation, not a one-way diatribe. That, combined with the speed of the Internet, changes the game for many companies in anticipating, managing, and ultimately avoiding an “instant crisis”—an instant crisis example is when Verizon added a $2 charge for all their customers; one hour later 100,000 signatures appeared on a Twitter petition, and soon Verizon was in the middle of a huge public relations crisis. Inside this book, you’ll learn just how to manage this type of situation and meet the challenges of social media. Each chapter includes a description of a crisis, the timeliness of a good response, the effectiveness of this response, and an assessment of what works and what doesn’t. Some examples of social media crises include Apple Computer, Netflix, JetBlue, Bank of America, Fed Ex, and public figures such as Anthony Weiner, Ashton Kutcher, and Jon Bon Jovi. |
| crisis communication on social media: Social Media Crisis Communications Ann Marie van den Hurk, 2013-04-09 Normal 0 false false false MicrosoftInternetExplorer4 Plan, Prepare, React, and Get Ahead Of Any Crisis—In Real Time! Your business or organization will face a crisis. That’s a fact. Here’s another: Thanks to social media, crises happen more often and accelerate out of control faster—much faster. So...what’s your crisis communications plan? Don’t have one? Let’s fix that. Now. This book gives you a crisis communications blueprint that’s fast, flexible, realistic, complete, and doable. You’ll learn how to successfully defend yourself using the same social tools others are using against you. You’ll see what works (and doesn’t). You’ll learn from folks who’ve been there and lived to talk about it: leaders who’ve been forced to execute their own crisis plans in the most brutally tough situations. When that crisis comes, you’ll own this book. You’ll be ready. You’ll survive. You will win. Understand the radically new dynamics of today’s crises Anticipate what might happen, so you can get ahead of any crisis Establish crisis response roles, teams, and notification/activation processes Use free and low-cost services to monitor online chatter for signs of trouble Respond in real time, before your crisis escalates Calibrate your response to the realities of what’s happening Effectively integrate social media best practices throughout your response Avoid the disastrous mistakes panicked organizations often make Regain control of your organization’s identity across the web |
| crisis communication on social media: Social Media, Crisis Communication, and Emergency Management Connie M. White, 2011-09-20 Although recent global disasters have clearly demonstrated the power of social media to communicate critical information in real-time, its true potential has yet to be unleashed. Social Media, Crisis Communication, and Emergency Management: Leveraging Web 2.0 Technologies teaches emergency management professionals how to use social media to improve emergency planning, preparedness, and response capabilities. It provides a set of guidelines and safe practices for using social media effectively across a range of emergency management applications. Explaining how emergency management agencies can take advantage of the extended reach these technologies offer, the book supplies cutting-edge methods for leveraging these technologies to manage information more efficiently, reduce information overload, inform the public, and ultimately save lives. Filled with real-world examples and case studies, it is an ideal self-study resource. Its easy-to-navigate structure and numerous exercises also make it suitable for courses at both the undergraduate and graduate levels. From crowdsourcing and digital volunteers to mapping and collective intelligence, Social Media, Crisis Communication, and Emergency Management: Leveraging Web 2.0 Technologies facilitates a clear understanding of the essential principles of social media. Each chapter includes an example of a local-level practitioner, organization, or agency using social media that demonstrates the transformative power of social media in the real world. The book also includes numerous exercises that supply readers with models for building their own social media sites and groups—making it a must-read for anyone who wants to learn more about the communication and information structures supported by social media. Visit the author’s homepage: http://sites.google.com/site/conniemwhite/Home |
| crisis communication on social media: Social Media Use In Crisis and Risk Communication Harald Hornmoen, Klas Backholm, 2018-10-01 The ebook edition of this title is Open Access and is freely available to read online. Presenting research on social media use in crisis and risk cases: a terrorist attack, a natural disaster and an infectious disease of international concern, this book investigates how social media plays a crucial role in mitigating or preventing crises. |
| crisis communication on social media: Application of Social Media in Crisis Management Babak Akhgar, Andrew Staniforth, David Waddington, 2017-03-27 This book explores how social media and its advances enables citizens to empower themselves during a crisis. The book addresses the key issues related to crises management and social media as the new platform to assist citizens and first responders dealing with multiple forms of crisis, from major terrorist attacks, larger scale public disorder, large-scale movement of people across borders, and natural disasters. The book is based on the results and knowledge gained during the European Commission ATHENA project which has been addressing critical issues in contemporary crisis management and social media and smart mobile communications. This book is authored by a mix of global contributors from across the landscape of academia, emergency response and experts in government policy and private industry. This title explores and explains that during a modern crisis, the public self-organizes into voluntary groups, adapt quickly to changing circumstances, emerge as leaders and experts and perform life-saving actions; and that they are increasingly reliant upon the use of new communications media to do it. |
| crisis communication on social media: Social Media Storms Pernille Rydén, Muhammad Ismail Hossain, Efthymia Kottika, Vatroslav Škare, 2021-08-25 This fascinating new book explores the benefits and dynamics of social media storms and identifies the possible opportunities that they present for further engagement with customers. It provides actionable managerial advice on planning for, measuring, and innovatively navigating social media storms. Based on a sound theoretical background and illustrated by vivid real-life examples and case studies throughout every chapter, this book combines thorough explanations of the elements of business decision-making, market interaction, consumer psychology, branding, and business communication. In comparison to the existing literature, the book departs from the classical, but insufficient crisis communication management approaches to suggest novel frameworks and tools for empowering businesses, consumers, and broader societies in the digital age. Social Media Storms: Empowering Leadership Beyond Crisis Management provides advanced undergraduate and postgraduate digital marketing, marketing communications, strategy, and crisis management students with a comprehensive understanding of the social media storm phenomenon and helps marketing and communications professionals to leverage the opportunities that social media storms are bringing. |
| crisis communication on social media: Social Media and Crisis Communication Yan Jin, Lucinda L. Austin, 2017-06-27 Social Media and Crisis Communication provides a unique and timely contribution to the field of crisis communication by addressing how social media are influencing the practice of crisis communication. The book, with a collection of chapters contributed by leading communication researchers, covers the current and emerging interplay of social media and crisis communication, recent theories and frameworks, overviews of dominant research streams, applications in specific crisis areas, and future directions. Both the theoretical and the practical are discussed, providing a volume that appeals to both academic-minded readers as well as professionals at the managerial, decision-making level. The audience includes public relations and corporate communication scholars, graduate students studying social media and crisis communication, researchers, crisis managers working in communication departments, and business leaders who make strategic business communication planning. No other volume has provided the overarching synthesis of information regarding the field of crisis communication and social media that this book contains. Incorporated in this volume is the recent Social-mediated Crisis Communication Model developed by the editors and their co-authors, which serves as a framework for crisis and issues management in a rapidly evolving media landscape. |
| crisis communication on social media: Crisis Communication in a Digital World Mark Sheehan, Deirdre Quinn-Allan, 2015-04-15 Crisis communication in a digital world provides an introduction to major crisis communication theories and issues management. Written by authors with over six decades combined experience in the public relations field, it is an essential resource for those learning to apply communications and public relations to crisis situations. |
| crisis communication on social media: Crisis Communication Martin N. Ndlela, 2018-08-28 This timely book explores crises as an inevitable part of modern society, which causes ramifications not only for organisations, but also for a diverse range of stakeholders. Addressing the need for organisations to be guided by a stakeholder-oriented approach throughout all phases of the crisis communication process, the author draws upon various business disciplines and covers the management of issues, risk, reputation and relationships. Covering all stages of crisis communication, from pre-crisis to post-crisis, stakeholder engagement is analysed through a series of case studies, with a particular focus on the role of social media. Scholars of corporate communications and business strategy will find this new book undoubtedly useful, and it will be of particular interest to those involved in crisis communication and management. |
| crisis communication on social media: Crisis Communication Finn Frandsen, Winni Johansen, 2020-08-24 Finn Frandsen and Winni Johansen have won the 2019 Danish communication prize (KOM-pris) for their world-class research in organisational crises, crisis management and crisis communication. This prize is awarded by The Danish Union of Journalists (Dansk Journalistforbund) and Kforum. http://mgmt.au.dk/nyheder/nyheder/news-item/artikel/finn-frandsen-and-winni-johansen-win-the-kom-pris-2019/ The aim of this handbook is to provide an up-to-date introduction to the discipline of crisis communication. Based on the most recent international research and through a series of levels (from the textual to the inter-societal level), this handbook introduces the reader to the most important concepts, models, theories and debates within the field of crisis communication. Crisis communication is a young and very vibrant field of research and practice. It is therefore crucial that researchers, students and practitioners have access to presentations and discussions of the most recent research. Like the other handbooks in the HOCS series, this handbook contains a general introduction, a chapter on the history of crisis communication research, a series of thematic chapters on crisis communication research at various levels, a chapter perspectives, a glossary of key terms, and lists of further reading for each chapter (with references to publications in English, German, and French). Overview Section I – Introducing the field General introduction A brief history of crisis management and crisis communication: From organizational practice to academic discipline Reframing the field: Public crisis management, political crisis management, and corporate crisis management Section II – Between text and context Image repair theory Situational crisis communication theory: Influences, provenance, evolution, and prospects Contingency theory: Evolution from a public relations theory to a theory of strategic conflict management Discourse of renewal: Understanding the theory’s implications for the field of crisis communication Making sense of crisis sensemaking theory: Weick’s contributions to the study of crisis communication Arenas and voices in organizational crisis communication: How far have we come? Visual crisis communication Section III – Organizational level To minimize or mobilize? The trade-offs associated with the crisis communication process Internal crisis communication: On current and future research Whistleblowing in organizations Employee reactions to negative media coverage Crisis communication and organizational resilience Section IV – Interorganizational level Fixing the broken link: Communication strategies for supply chain crises Reputational interdependence and spillover: Exploring the contextual challenges of spillover crisis response Crisis management consulting: An emerging field of study Section V – Societal level Crisis and emergency risk communication: Past, present, and future Crisis communication in public organizations Communicating and managing crisis in the world of politics Crisis communication and the political scandal Crisis communication and social media: Short history of the evolution of social media in crisis communication Mass media and their symbiotic relationship with crisis Section VI – Intersocietal level Should CEOs of multinationals be spokespersons during an overseas product harm crisis? Intercultural and multicultural approaches to crisis communication Section VII – Critical approaches Ethics in crisis communication Section VIII – The future The future of organizational crises, crisis management and crisis communication For a detailed table of contents, please see here. |
| crisis communication on social media: Digital Services in Crisis, Disaster, and Emergency Situations Oliveira, Lídia, Tajariol, Federico, Gonçalves, Liliana Baptista, 2021-01-29 The contemporary world is characterized by the massive use of digital communication platforms and services that allow people to stay in touch with each other and their organizations. On the other hand, it is also a world with great challenges in terms of crisis, disaster, and emergency situations of various kinds. Thus, it is crucial to understand the role of digital platforms/services in the context of crisis, disaster, and emergency situations. Digital Services in Crisis, Disaster, and Emergency Situations presents recent studies on crisis, disaster, and emergency situations in which digital technologies are considered as a key mediator. Featuring multi- and interdisciplinary research findings, this comprehensive reference work highlights the relevance of society’s digitization and its usefulness and contribution to the different phases and types of risk scenarios. Thus, the book investigates the design of digital services that are specifically developed for use in crisis situations and examines services such as online social networks that can be used for communication purposes in emergency events. Highlighting themes that include crisis management communication, risk monitoring, digital crisis intervention, and smartphone applications, this book is of particular use to governments, institutions, corporations, and professionals who deal with crisis, disaster, and emergency scenarios, as well as researchers, academicians, and students working in fields such as communications, multimedia, sociology, political science, and engineering. |
| crisis communication on social media: Crisis Communication in the Digital Age Ayse Simin Kara, 2018-12-13 Over the course of recent years, in countries with high crisis expectation and risk probabilities, such as Turkey, a significant rise in the number of crises has been observed. Since current crisis practices are incident-specific, the role of public relations is largely overlooked, and, furthermore, crisis communication studies in non-Western cultures are scarce; this book fills these gaps through two distinct studies. The first highlights crisis management types and strategies by reflecting on interview responses collected from 35 different sectors and sub-sectors in Turkey. While interview findings are used to inform strategical know-how regarding the shift from crisis to opportunity during times of turbulence, the elicited responses reveal how practitioners perceive and respond to crises in the contemporary media landscape. The second analyses the recent upheaval caused by Watsons Turkey as a case study to stress the vital role of public relations in times of crisis. |
| crisis communication on social media: Crisis Communication (PB) Steven Fink, 2013-01-25 The Definitive Guide to Communicating in Any Crisis “When facing an already difficult crisis, the last thing a company needs is to make it worse through its own communications – or lack thereof. As one who has lived through a number of [business] crises and served as an independent investigator of the crises of others, I consider Steven Fink’s book to be an excellent guide to avoiding collecting scar tissue of your own by learning from the scar tissue painfully collected by others.”—Norman R. Augustine, former Chairman and Chief Executive Officer, Lockheed Martin There are few guarantees in business today. Unfortunately, one of them is the inevitability of a crisis having a potentially major effect on your business and your reputation. When your company finds itself in the midst of a crisis, the ripple effects can disrupt lives and business for the foreseeable future if public opinion is not properly shaped and managed. Skillfully managing the perception of the crisis determines the difference between a company’s life or death. Because in the pitched battle between perception and reality, perception always wins. Fortunately, there is a solution. Crisis communications and crisis management legend Steven Fink gives you everything you need to prepare for the inevitable—whether it’s in the form of human error, industrial accidents, criminal behavior, or natural disasters. In this groundbreaking guide, Fink provides a complete toolkit for ensuring smooth communications and lasting business success through any crisis. Crisis Communications offers proactive and preventive methods for preempting potential crises. The book reveals proven strategies for recognizing and averting damaging crisis communications issues before it’s too late. The book also offers ways to deal with mainstream and social media, use them to your advantage, and neutralize and turn around a hostile media environment Steven Fink uses his decades of expertise and experience in crisis communications to help you: UNDERSTAND AND MANAGE THE RELATIONSHIP BETWEEN PUBLIC PERCEPTION AND REALITY CHOOSE THE BEST SPOKESPERSON FOR THE CRISIS PROTECT YOUR BRAND AND REPUTATION THROUGH CRISES LARGE AND SMALL MAKE WISE, VIGILANT, AND DEFENSIBLE DECISIONS UNDER EXTREME CRISIS-INDUCED STRESS TELL THE TRUTH NO MATTER HOW TEMPTING IT MAY BE TO MISLEAD USE SOCIAL MEDIA OUTLETS TO COMMUNICATE DIRECTLY TO THE PUBLIC ABOUT A CRISIS The explosion of the Internet and, especially, social media, has added a new layer to the business leader’s skill set: the ability to handle a crisis quickly and professionally within moments of its occurrence. Livelihoods depend upon it. With in-depth case studies of Toyota, BP, and Penn State, Crisis Communications provides everything you need to successfully lead your company through today’s rocky landscape of business—where crises large and small loom around every corner, and the lives of businesses and management teams hang in the balance. PRAISE FOR STEVEN FINK’S CRISIS MANAGEMENT “Every major executive in America ought to read at least one book on crisis management. In this way, he or she might be better prepared to deal with the disasters striking organizations at an ever-increasing rate ... The question is: ‘Is Steven Fink’s book one that busy executives ought to read?’ The answer is a resounding yes.”—LOS ANGELES TIMES, FRONT PAGE SUNDAY BOOK REVIEW |
| crisis communication on social media: Disaster Communications in a Changing Media World George Haddow, Kim S Haddow, 2013-12-14 Communications are key to the success of disaster mitigation, preparedness, response, and recovery. Accurate information disseminated to the general public, to elected officials and community leaders, as well as to the media, reduces risk, saves lives and property, and speeds recovery. Disaster Communications in a Changing Media World, Second Edition, provides valuable information for navigating these priorities in the age of evolving media. The emergence of new media like the Internet, email, blogs, text messaging, cell phone photos, and the increasing influence of first informers are redefining the roles of government and media. The tools and rules of communications are evolving, and disaster communications must also evolve to accommodate these changes and exploit the opportunities they provide. Disaster Communications in a Changing Media World, Second Edition, illuminates the path to effective disaster communication, including the need for transparency, increased accessibility, trustworthiness and reliability, and partnerships with the media. - Includes case studies from recent disasters including Hurricane Sandy, the 2011 tsunami in Japan, and the Boston Marathon bombings - Demonstrates how to use blogs, text messages, and cell phone cameras, as well as government channels and traditional media, to communicate during a crisis - Examines current social media programs conducted by FEMA, the American Red Cross, state and local emergency managers, and the private sector - Updated information in each chapter, especially on how social media has emerged as a force in disaster communications |
| crisis communication on social media: Ongoing Crisis Communication W. Timothy Coombs, 2018-12-18 Ongoing Crisis Communication: Planning, Managing, and Responding provides an integrated approach to crisis communication that spans the entire crisis management process and crosses various disciplines. Drawing on firsthand experience in crisis management, author W. Timothy Coombs introduces a three-staged approach to crisis management—pre-crisis, crisis, and post-crisis. A truly integrative and comprehensive text, this book explains how crisis management can prevent or reduce the threats of a crisis, providing guidelines for how best to act and react in an emergency situation. The Fifth Edition includes new coverage of social media, social networking sites, and terrorist threats and includes expanded discussions of internal crisis communication and intuition in decision making. Visit the author′s blog at https://coombscrisiscommunication.wordpress.com. |
| crisis communication on social media: Risk and Crisis Communication Robert Littlefield, Timothy L. Sellnow, 2015-11-05 Risk and Crisis Communication addresses how the interaction between organizations and their stakeholders manifests during a risk or crisis situation.Littlefield and Sellnow contend that when best practices are considered, there are certain tensions to which an organization responds. These tensions are similar to those experienced among individuals when managing their relationships. As such, Littlefield and Sellnow apply an interpersonal theory, known as relational dialectics (RDT), to risk and crisis communication and examine the outcome from the vantage point of the officials and the public. Previous research has focused on top-down, sender-oriented communication to evaluate the effectiveness of particular strategies used by spokespeople to repair public image or relay an apology. In contrast, Littlefield and Sellnow’s approach relies on culture-centeredness and suggests how cultural elements may have influenced the kinds of tensions each organization faced. Risk and Crisis Communication exemplifies the use of RDT through seven case studies, each focusing on one of the tensions, making it of interest to both scholars and organizational leaders. |
| crisis communication on social media: Organizational Crisis Communication Finn Frandsen, Winni Johansen, 2016-10-19 When a crisis breaks out, it’s not always just the organization that reacts - the news media, customers, employees, trade associations, politicians, activist groups, and PR experts may also respond. This book offers a new and original perspective on crisis communication based on the theory of the Rhetorical Arena and the so-called multivocal approach. According to this approach, we gain a more dynamic and complex understanding of organizational crises if we focus not only on the communication produced by the organization but also take into account the many other voices who start communicating when a crisis breaks out. It provides: An in-depth overview of the five key dimensions of organizational crises, crisis management and crisis communication A comprehensive introduction to the theory of the Rhetorical Arena and the multivocal approach to crisis communication, including some of the most important voices inside the arena A series of important international case studies and case examples in each chapter. Suitable for students studying crisis communication modules on corporate communication, public relations, and management and organization studies courses. |
| crisis communication on social media: Handbook of Research on Digital Citizenship and Management During Crises Erdem Öngün, Nilüfer Pembecioğlu, U¿ur Gündüz, 2021-11-12 Beginning with a refined definition of the concept of digital citizenship and the related literacy, this research book endeavors to cover many other different components engaged with the digital world responsibilities, creating awareness as a digital citizen capable of helping or conflicting with others in the digital world especially during a period of crisis-- |
| crisis communication on social media: Mass Communications and the Influence of Information During Times of Crises Al-Suqri, Mohammed Nasser, Alsalmi, Jamal Mattar, Al-Shaqsi, Obaid Said, 2021-12-17 Although global pandemics are not a new phenomenon, the COVID-19 pandemic has taken place in a very different information environment than any pandemic before it. In today’s world, information plays a critical role in all areas of life with much of this information being delivered over the internet and social media. People have access to unprecedented amounts of information from both official and unofficial sources. While these channels are beneficial for enabling authorities to obtain information necessary to manage the pandemic, there is also a higher risk of misinformation spread. Mass Communications and the Influence of Information During Times of Crises provides a comprehensive overview of research conducted into the role of information and the media during times of international crises, particularly examining the COVID-19 pandemic. This text provides a better understanding of how to use the media as a tool for managing pandemics in the event of future global health crises. Covering topics such as crisis communication, data acquisition, and social media usage, this book is a dynamic resource for government policymakers, public health authorities, information and communications specialists, researchers, graduate and post-graduate students, professors, and academicians in a wide range of both public health and information-related disciplines. |
| crisis communication on social media: Crisis Communication Strategies Amanda Coleman, 2020-05-03 Crisis communication is high stakes work. For communications managers and PR professionals, it's likely to be the most stressful time of their working life. Crisis Communication Strategies is a must-have handbook which covers the whole span of the crisis from preparing and laying the groundwork before it occurs, during the incident, and the aftermath, including the move to recovery. It guides readers through each phase, providing details of what to consider, what should be done, and tips and checklists for improved responses. Crisis Communication Strategies equips readers to deal with any kind of crisis - whether caused by internal error, customer action, natural disasters, terrorism or political upheaval. Supported by case studies and examples from responses to events including the 2011 Norway terror attacks, the 2018 British Airways data breach, the 2017 Pepsi advert and the 2005 Hurricane Katrina New Orleans floods, the book explores the role of leadership in a crisis and developing a crisis communication response that has people at the heart of it. Crisis Communication Strategies is the essential guide for PR and communication professionals to protecting your company and building true, long-term resilience. |
| crisis communication on social media: Advancing Crisis Communication Effectiveness Yan Jin, Bryan H Reber, Glen J Nowak, 2022-08 This book brings crisis and public relations scholars together with practicing professionals to integrate academic theories and research with the knowledge and lessons learned on the frontlines of crisis communication and management. |
| crisis communication on social media: Crisis Communications Kathleen Fearn-Banks, 2002 A casebook approach to studying crisis communications means learning from the actions of those who have experienced crises. What did they expect? What actually happened? Were they prepared? What were their strategies? What were their challenges, pressures, and problems? Were the news media adversarial or supportive? If they had to do it again, what would they do differently? These and other questions are answered in the case studies of this second edition. Presenting organizational and individual problems that may become crises and the communication responses to these situations, this revision of Fearn-Banks' very successful text: * presents crisis communication theory, including a critique of the communications of White Star Lines after its Titanic sank on its maiden voyage; * describes ways of determining the most likely and most damaging crises that may strike an organization; * centers on causes of crisis--rumor, gotcha television news and the non-expert expert, and crises caused by the news media; * gets into the 21st century and cyberspace-caused crises, including mini-cases of rogue Web sites and e-mail rumors; * explains how to communicate with the news media, lawyers, internal publics or audiences, and external publics; and * includes narrated case studies illustrating how spokespersons and managers used communication in several kinds of crises. The text is supplemented by a workbook, enabling students to test their knowledge and develop their skills. Written as a primer for crisis communications, public relations, and communications management, Crisis Communications serves as an essential resource in the practice of public relations and corporate communications. |
| crisis communication on social media: Crisis Ready Melissa Agnes, 2018 Crisis Ready is not about crisis management. Management is what happens after the negative event has occurred. Readiness is what is done to build an INVINCIBLE brand, where negative event has occurred. Readiness is what is done to build an INVINCIBLE brand, where negative situations don't occur--and even if they do, they're instantly overcome in a way that leads to increased organizational trust, credibility, and goodwill. No matter the size, type, or industry of your business, Crisis Ready will provide your team with the insight into how to be perfectly prepared for anything life throws at you. |
| crisis communication on social media: Culture and Crisis Communication Amiso M. George, Kwamena Kwansah-Aidoo, 2017-09-18 A collection of case studies from nonwestern countries that offers an analysis of the significant role culture plays in crisis communication Culture and Crisis Communication presents an examination of how politics, culture, religion, and other social issues affect crisis communication and management in nonwestern countries. From intense human tragedy to the follies of the rich, the chapters examine how companies, organizations, news outlets, health organizations, technical experts, politicians, and local communities communicate in crisis situations. Taking a wider view than a single country’s perspective, the text contains a cross-cultural and cross-country approach. In addition, the case studies offer valuable lessons that organizations that wish to operate or are operating in those cultures can adopt in preparing and managing crises. The book highlights recent crisis events such as Syria’s civil war, missing Malaysia Flight MH370, andJapan’s Fukushima Daiichi nuclear power plant disaster. Each of the case studies examines how culture impacts communication and responses to crises. Authoritative, insightful, and instructive, this important resource: Analyzes how nonwestern cultures respond to crises Covers the role of culture in crisis communication in recent news events Includes contributions from 18 international authors who provide insight on nonwestern culture and crisis communication Written for communication professionals, academics, and students, Culture and Crisis Communication presents an insightful introduction to the topic of culture and crisis communication and then delves into illustrative case studies that explore intra-cultural and trans-boundary crisis communication. |
| crisis communication on social media: Communicating in a Crisis Robert DeMartino, 2009-02 A resource for public officials on the basic tenets of effective communications generally and on working with the news media specifically. Focuses on providing public officials with a brief orientation and perspective on the media and how they think and work, and on the public as the end-recipient of info.; concise presentations of techniques for responding to and cooperating with the media in conveying info. and delivering messages, before, during, and after a public health crisis; a practical guide to the tools of the trade of media relations and public communications; and strategies and tactics for addressing the probable opportunities and the possible challenges that are likely to arise as a consequence of such communication initiatives. Ill. |
| crisis communication on social media: The SAGE Handbook of Public Relations Robert Lawrence Heath, 2010 Reflecting advances in theory, research, and application in the discipline since the publication of the Handbook of Public Relations in 2001, this new volume is global in scope and unmatched in its coverage of both academic research and professional best practice. It presents major theories in the words of the leading advocates for each theory; positions public relations as a positive force to help make society more fully functional; and challenges academics and practitioners to identify best practices that can inform the work of those in the profession. |
| crisis communication on social media: Crisis Communication in Canada Duncan Koerber, 2017-10-25 Crisis Communication in Canada offers a unique scholarly and professional contribution, synthesizing recent research and providing a context for practical advice. |
| crisis communication on social media: Social Media and Integrated Marketing Communication Jeanne M. Persuit, 2013-07-18 Social Media and Integrated Marketing Communication: A Rhetorical Approach explores social media in the areas of corporate identity, brand narratives, and crisis response from a rhetorical perspective. Key ideas in this text are social media as epideictic rhetoric—the rhetorical setting that deals with the present and matters of virtue and education—and how rhetorical decorum, a component of Cicero’s third Canon of Style, can guide organizations and their audiences toward more ethical and effective integrated marketing communication (IMC). This strategy emphasizes changing behavior, not just attitudes. Because social media leaves traces of communication that may be with us for the foreseeable future, Social Media and Integrated Marketing Communication frames the conversation about social media and IMC to move away from a risk/reward or a return on investment orientation and toward a focus on social media as communicative action that is attentive to this historical moment, to organizations and their audiences, and to communication ethics. Through this, Persuit asks how organizations can engage in decorum in their online IMC efforts while at the same time considering how their audiences can engage in decorum as well. Neither romanticizing nor demonizing the areas of social media and IMC, instead, this text offers a pragmatic understanding of these areas that finds a place in the theory of the communication discipline. |
| crisis communication on social media: Crisis Communication Audra Diers-Lawson, 2019-09-26 Crises come in many shapes and sizes, including media blunders, social media activism, extortion, product tampering, security issues, natural disasters, accidents, and negligence – just to name a few. For organizations, crises are pervasive, challenging, and catastrophic, as well as opportunities for organizations to thrive and emerge stronger. Despite the proliferation of research and books related to crisis communication, the voice that is often lost is that of the stakeholder. Yet, as both a public relations and management function, stakeholders are central to the success and failure of organizations responding to and managing crises in a cross-platform and global environment. This core textbook provides a comprehensive and research-driven introduction to crisis communication, critical factors influencing crisis response, and what we know about predicting stakeholder responses to crises. Incorporated into each chapter are global case studies, ethical challenges, and practitioner considerations. Online resources include an extensive set of multimedia materials ranging from podcast mini-lectures to in-class exercises, and simulation-based activities for skills development (https://audralawson.com/resources/crisis-communication-managing-stakeholder-relationships/). Demonstrating the connection between theory, decision-making, and strategy development in a crisis context, this is a vital text for advanced undergraduate and postgraduate students of Communications, Public Relations, Marketing, and Strategic Management. |
| crisis communication on social media: Fashion Communication Teresa Sádaba, Nadzeya Kalbaska, Francesca Cominelli, Lorenzo Cantoni, Marta Torregrosa Puig, 2021-09-20 These conference proceedings are the output of one of the first academic events of its nature happening globally, targeting fashion from a communication sciences perspective, including, in a broad sense, cultural heritage studies and marketing. The chapters present theoretical and empirical interdisciplinary work on how various communication practices impact the fashion industry and on societal fashion-related practices and values. The special focus of this volume is how digital transformation is changing the field and its utility to practitioners. Using these academic insights, practitioners can understand the core causes and reasons for trends and developments in the field of fashion communication and marketing. |
| crisis communication on social media: Ask a Manager Alison Green, 2018-05-01 From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together |
| crisis communication on social media: The Indestructible Brand Venke Sharma, Hushidar Kharas, 2017-08-22 Whether or not your brand is on social media, your consumers are. They are continuously sharing their good and bad experiences about your brand. Most brands are not prepared to deal with negative feedback which, if ignored, can spiral into a crisis. This book seeks to aid brand and business owners to structure organizations to be crisis- ready. Creating a crisis squad and a crisis playbook, envisioning various scenarios that can occur, and what the brand’s response should be are some of the areas the book delves into. It also recommends preventive measures that can save brands from social embarrassment, and social listening strategies that can alert organizations to a problem before it becomes a crisis. When everything else fails and a crisis is at hand, the focus shifts to executing the playbook, turning the conversation around leveraging evangelists and influencers. Once the crisis has ended, it’s time to audit the playbook and close the gaps, as well as evaluate financial or reputational damage done to the brand, and see how quickly one can recover. |
| crisis communication on social media: Lukaszewski on Crisis Communication James Lukaszewski, 2015-04-03 Masterwork on Crisis Communication and Reputation Risk Selected as One of 30 Best Business Books of 2013 Jim Lukaszewski -- nationally recognized PR expert, executive coach, often called America's Crisis Guru, and noted by Corporate Legal Times as one of 28 experts to call when all hell breaks loose -- advises exactly what to do, what to say, when to say it, and when to do it, while the whole world is watching.The book is endorsed by the Business Continuity Institute. In this industry-defining book on crisis management and leadership recovery, Lukaszewski jump-starts the discussion by clearly differentiating a crisis from other business interruptions and introduces a concept rarely dealt with in crisis communication and operational response planning: managing the victim dimension of crisis. Delivered in his straight-talking style and backed with compelling case studies, Lukaszewski On Crisis Communication is your guide to preparing for a crisis and the explosive visibility that comes with it. Using case studies, examples and templates, he explains how to build a crisis management plan and how to put it into action in the real world of media scrutiny, social media, activists, and litigation. Lukaszewski distills four decades of experience into 10 chapters of field-tested how-to's, practical tools, tips, charts, checklists, forms, and templates and teaches you:How crises create victims;To avoid the toxicity of silence;To overcome the abusive, intrusive and coercive behavior of bloviators, bellyachers, back-bench bitchers, the media, activists and critics;To drive attorneys to settle instead of litigate;Apology is the atomic energy of empathy;Simple, sensible, sincere, constructive, positive techniques to reduce contention and to succeed!Chapter learning objectives; discussion questions; case studies; real-life examples; and glossary facilitate college and professional development classroom use. |
| crisis communication on social media: The Handbook of Crisis Communication W. Timothy Coombs, Sherry J. Holladay, 2012-01-10 Written as a tool for both researchers and communication managers, the Handbook of Crisis Communication is a comprehensive examination of the latest research, methods, and critical issues in crisis communication. Includes in-depth analyses of well-known case studies in crisis communication, from terrorist attacks to Hurricane Katrina Explores the key emerging areas of new technology and global crisis communication Provides a starting point for developing crisis communication as a distinctive field research rather than as a sub-discipline of public relations or corporate communication |
| crisis communication on social media: The Handbook of International Crisis Communication Research Andreas Schwarz, Matthew W. Seeger, Claudia Auer, 2016-04-18 The Handbook of International Crisis Communication Research articulates a broader understanding of crisis communication, discussing the theoretical, methodological, and practical implications of domestic and transnational crises, featuring the work of global scholars from a range of sub-disciplines and related fields. Provides the first integrative international perspective on crisis communication Articulates a broader understanding of crisis communication, which includes work from scholars in journalism, public relations, audience research, psychology, political science, sociology, economics, anthropology, and international communication Explores the topic from cross-national and cross-cultural crisis communication approaches Includes research and scholars from countries around the world and representing all regions Discusses a broad range of crisis types, such as war, terrorism, natural disasters, pandemia, and organizational crises |
| crisis communication on social media: Crisis Communication Kjell Brataas, 2018-01-29 Crisis Communication is an in-depth examination of recent tragedies and natural disasters that have occurred around the globe. The book covers three types of incidents: natural catastrophes, accidents and terror attacks. It focuses on the communication aspect of each incident and provides accounts from people handling the event. Each chapter offers a detailed description of the event and supplementary facts and illustrations from a variety of sources. With a focus on critical communication elements and lessons learned, Brataas offers valuable advice - based on personal experience with natural disasters, accidents and terror attacks - on some of the most effective ways to prepare for and deal with a crisis. Topics range from interview situations and social media to victim support and active shooter events. This book will be invaluable to those working in public relations and communications, as well as to those working with human resources and general management. |
| crisis communication on social media: Social Media in Disaster Response Liza Potts, 2014 Social Media in Disaster Response focuses on how emerging social web tools provide researchers and practitioners with new opportunities to address disaster communication and information design for participatory cultures. This book presents the results of a large-scale sociotechnical usability study on crisis communication in the vernacular related to recent natural and human-made crisis; this is an analysis of the way social web applications are transformed, by participants, into a critical information infrastructure in moments of crisis. |
| crisis communication on social media: New Media in Times of Crisis Kari K. Stephens, 2019 New Media in Times of Crisis provides an interdisciplinary look at research focused around how people organize in times of crisis. This book is grounded in the practices of first responders, crisis communicators, people experiencing tragic events, and communities who organize on- and off-line to make sense of their experiences. |
| crisis communication on social media: War of the Worlds to Social Media Joy Elizabeth Hayes, Kathleen Battles, Wendy Hilton-Morrow, 2013 This collection takes War of the Worlds as a starting point for investigating key issues in twenty-first-century communication, including: the problem of misrepresentation in mediated communication; the importance of social context for interpreting communication; and the dynamic role of listeners, viewers and users in talking back to media producers and institutions. |
1. Global Risks 2023: Today’s Crisis - The World Economic Forum
Jan 11, 2023 · Most respondents to the 2022-2023 Global Risks Perception Survey (GRPS) chose “Energy supply crisis”; “Cost-of-living crisis”; “Rising inflation”; “Food supply crisis” and …
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needs to bring together a diverse range of expertise in the field of communication, social sciences (mass media, emergency and crisis communication, social media, health education, health …
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cation discipline has produced considerable research on crisis communication. What follows is a discussion of the several important theories of crisis communication. The first section …
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Gulf Oil Spill Crisis Response Phase Lindsay Ann Jordan Follow this and additional works at: https://egrove.olemiss.edu/etd Part of the Journalism Studies Commons Recommended …
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Please cite this article in press as: Zhu, L., et al. Social media and culture in crisis communication: McDonald’s and KFC crises management in China.
The Role of Social Media in Crisis Communication
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previous crisis learning to conduct ethical communication with passengers in new crisis settings. However, anecdotal evidence and an informal scan of publics’ social media post point …
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Despite the significance of social media in crisis communication, scholars argue that many organisations struggle to comprehend how to effectively employ crisis communication on these …
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effective crisis communication management mechanism, which is helpful to improve the public's cognition and understanding of crisis events. Keywords: Twitter, crisis communication, social …
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crisis communication while (Yeo, S. L. et al. 2020) findings shows that there were countless re-tweet responses to MH370. Consequently, there are some gaps in studying several social …
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management of media crisis. It defines both social media and crisis management and gives examples of firms that have had to deal with media crisis occasioned by mishandling of …
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prevalence of multimedia attachments, such as photos and videos, in social media posts. In conclusion, the research determined that the public played a pivotal role in crisis …
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data analyzed in this study, a model for using social media during a crisis situation, aimed specifically for use by those in the agricultural industry, was developed. This project was …
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It offers a comprehensive account of the crisis, including key occurrences, media representation, and public responses, showcasing its international impact via product recalls and ... Crisis …
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the role of social media in crisis communication in security firms in kenya a case study of g4s kenya limited name: kote laura dorothy adm no: k50/69895/2011 a research project submitted …
The Role of Social Media in Crisis Management - MECSJ
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Purdue University Crisis Communications Plan
crisis communication plan and serve as the voice of the university as needed. The spokesperson initially will go to the scene/incident command Post (ICP). If no single ... Web/Social Media: …
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principles of crisis management in the age of social media. Keywords: Domino’s Pizza; crisis communication; social media; YouTube; Twitter; case study; public relations Overview and …
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2 Summary The increasing popularity of the social media is shown by the fact that they are nowadays playing an increasing role in people’s everyday life and have become an important …
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Based on the premise that social media is used by organizations to manage crises, the study examined the use of social media during a crisis in Kenya Power Lighting Company. The lack …
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crisis communication’ (ICC) model, which integrated organizations, social media and stakeholders as three main players. 2. Literature review Over the last couple of decades, much of the aca …
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Effective Crisis Communication - SAGE Publications Inc
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of social media communication on crisis management. British Journal of Mass Communication and Media Research ISSN: 2997-6030 Volume 4, Issue 4, 2024 (pp. 77-86)
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Communication objectives of the social media posts 50 Table 14. Citation of official sources in the social media posts 51 Table 15. Average scores for clarity of the LGUs’ social media posts 52 …
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communication publication, called ^the mother of all social media crises (June 6, 2017). As we watched this crisis unfold, we quickly realised that it was a very interesting case for studying …
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crisis communication. During a crisis, banks must be prepared to respond to inquiries and updates from stakeholders through various digital channels. Here are some strategies for effective …
[FARM NAME] CRISIS COMMUNICATIONS PLAN - Amazon …
these documents in the appendices of the crisis plan and review each quarter for potential updates. Social media policy: Create a social media and digital communications policy for …
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2.3 Crisis Communication and Social Media Crisis communication is one of the fields in which social media is meaningful and has achieved visible benefits (Stieglitz et al, 2017:157). …
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Social media crisis communication As outlined in the beginning, public organizations increasingly include social media to directly engage with stakeholders as part of their communication …
How Audiences Seek Out Crisis Information: Exploring the …
Keywords: Social Media; Crisis Communication; Information Seeking; Public Relations Search for British Petroleum’s (BP’s) Twitter site to see how BP communicated about the Gulf oil spill, …
Social Media Monitoring for Crisis Communication: Process, …
The role of social media for crisis communication has been acknowledged in recent years with respect to e.g. the issuing of emergency warnings and alerts, receiving requests for …
A Review of Social Media Use During Disaster Response …
by social media or other short message service (SMS) platforms [6]. This current document is also designed to develop evidence-based communication guidance, this time focused on social …
