How publics respond to crisis communication strategies: The interplay of information form and source

Through an experiment with 162 college students this study empirically evaluates an emerging communication model: the social-mediated crisis communication model (SMCC). As part of a series of studies testing the SMCC model, this study focuses on two of the SMCC model's components: the effects of crisis information form (traditional media, social media, and word-of-mouth) and source (third party and organization) on publics’ acceptance of crisis response strategies and publics’ crisis emotions. The findings clearly indicate the importance of strategically matching crisis information form and source when organizations respond to crises. In addition, the selection of crisis information form and source affects publics’ attribution independent and dependent emotions.     

Media manipulation in the Sanlu milk contamination crisis

This study analyzes crisis communication strategies in a transitioning media environment, specifically, Sanlu Group's crisis communication strategies during a quality control crisis in China. Analysis reveals Sanlu manipulated its relationships with local Chinese government and media to reduce media coverage and online searches regarding the contamination of infant milk formula. The case provides evidence that media can be pressured into manipulating information flow through both traditional and online media and suggests a need for additional research on crisis communication in transitioning media environments.     

Public framing organizational crisis situations: Social media versus news media

This study examines framing of organizational crises by news media and the public. Due to the rapidly evolving and escalating character of crises, this study emphasizes the initial phase of a crisis, in which public social media manifestations (tweets) play a crucial role. Moreover, this study uses automated content analysis to obtain latent frames embedded in text. Through analyzing the Dutch Moerdijk crisis, this study reveals the dynamic characteristics of public crisis framing and the media framing potential to prevent crisis escalation.     

How organizations framed the 2009 H1N1 pandemic via social and traditional media: Implications for U.S. health communicators

Through a quantitative content analysis, this study reveals how 13 organizations differently framed the 2009 H1N1 flu pandemic crisis via their traditional (n = 211) and social media (n = 534) responses. When framing the crisis as a disaster, a health crisis, or a general health issue organizations relied more on traditional than social media. However, they tended to use social media as much as traditional media when framing the pandemic as a general crisis. In addition, organizations relied more on traditional media to address emotions than on social media. Together, the study's findings provide applied and theoretical insights for scholars and crisis managers.     

Exploring the relationship between corporate reputation and the public’s crisis communication on social media

Among traditional crisis communication research, the public is often treated as passive receivers of firm-dominated crisis communication. Social media has changed the situation since the public have now become senders and engage in secondary crisis communication (SCC) that affects corporate crisis management. However, our understanding of the mechanism of SCC on social media is still limited. This study aims to reveal how the public engages in the decision-making process related to SCC from a social control perspective by critically considering the broadcasting and social network functions of social media. Our research hypotheses were supported by a survey conducted after a real crisis in China. The results indicate that cognitive reputation results in SCC by causing the public to feel morally violated, and that such feelings of violation lead to individuals being more likely to engage in SCC given the perception of support for their opinions on social media. Thus, this research provides a better understanding of SCC from the public’s perspective in the context of social media.     

Social media crisis communication: Enhancing a discourse of renewal through dialogic content

This qualitative study investigates through a case study how dialogic content, which is shared on social media, facilitates stakeholder support and builds relationships to advance a discourse of renewal. Prior research on crisis communication in social media thoroughly investigated crisis response theories relating to reputation management and image restoration. To date, however, a paucity of research has considered how content could facilitate stakeholder support and relationships in crisis communication.The findings show that when an organization commits to transparent, interactive dialogue during a social media crisis on a social media platform, stakeholders are pulled to authentic content because they are interested and actively seeking for relevant information. Dialogic content may also boost stakeholder support and encourage relationship building to help move the organization forward after the crisis with dialogic communication. The insights gained from this study create value for wider audiences in terms of how dialogic content can be used for social media crisis communication, to move beyond reputation and image repair to become meaningful to stakeholders.     

Social media dialogues in a crisis: A mixed-methods approach to identifying publics on social media

Despite the promise of social media to engender dialogue, the common approach to studying social media may prioritize monologue, whereby research considers the strategies organizations use in targeting publics, particularly in a crisis. This study uses a mixed-method approach to analyze dialogue in a crisis—semantic network analysis and content analysis. Specifically, this study examines the emotional expression and crisis coping behaviors on social media during two separate terror attacks: the Paris terror attacks in 2015 and the Barcelona terror attacks in 2017. Results demonstrate how publics may be identified and understood through semantic network analysis and content analysis. This study also shows the connection between emotions and coping, expanding the crisis communication literature in public relations, and suggests the need to consider agenda-setting and resilience in crisis communication research. Finally, we discuss this study’s implications for assuming a dialogic orientation in public relations.     

Restoring trust through transparency: Examining the effects of transparency strategies on police crisis communication in Mainland China

Employing a 2 (accepting crisis accountability vs denying crisis accountability) x 2 (high vs low information substantiality) x 2 (high vs low participation) online experiment (N = 293), this study examines how different transparency strategies influence public anger and trust in a Chinese police crisis context, offering insights on government social media crisis communication. In general, transparency is crucial for Chinese local governments, especially police agencies, in managing crises on social media. Reporting organizational crisis accountability, delivering sufficient and evidence-based messages, and enabling public discussion on social media are three transparency strategies that can help minimize public anger and rebuild public trust. Results suggest the positive effects of delivering messages in crisis situations by using transparency. Furthermore, the study points out that police organizations in China should consider the possibility of information overload and unexpectedly low overall expectations for government transparency among Chinese publics.     

Relationship building and message planning: An exploration of media challenges and strategies used during school crises at the P-12 level

Schools at the P-12 level increasingly face crises related to school shootings, violence, and other tragedies. Understanding the communication challenges schools face is paramount to assisting schools with communication before, during, and after crisis events. The current study focuses on the challenges created by media interest in such crises and the strategies implemented to overcome these challenges and provide responsible information to stakeholders. Interviews conducted with 21 school crisis teams at the P-12 level revealed that sensationalism, seeking alternative routes to information, and framing were key challenges in working with the media. In light of these challenges, administrators focused on creating media plans, building relationships with the media, being accurate but guarded, and communicating reassurance and reunification. Implications are discussed for school districts nationally.     

Revisiting social-mediated crisis communication model: The Lancôme regenerative crisis after the Hong Kong Umbrella Movement

The widespread use of social media has stimulated the number of crises on a global scale and given rise to regenerative crises which involve multiple crisis stages and publics. Using the Social-Mediated Crisis Communication model and the regenerative crisis model, this study explores a real-life organizational crisis related to Lancôme Hong Kong, which was driven by the socio-political environment after the Umbrella Movement. It aims to examine the engagement strategies by different publics, and also the influence of information forms and sources on the trends of emotion among social media publics. Results also provided an empirical evaluation of the regenerative crisis model driven by a socio-political environment. An online content analysis of selected 10% sample with an online data acquisition and analysis tool (3902 Facebook posts and comments, 1178 forum posts and comments, and 244 online news articles) revealed the interlocking connection among the involved publics along with the social-mediated regenerative crisis life cycle. Followers’ emotional responses were not only attached to Lancôme, but also to third parties as information sources. Four subcategories of influential social media creators were identified. Refinement on the Social-Mediated Crisis Communication model and practical implications are suggested.     

Examining multiplicity and dynamics of publics’ crisis narratives with large-scale Twitter data

The new reality of networked publics on social media calls for crisis communication practitioners and researchers to understand the narratives generated by publics on social media during organizational crises. As social media publics possess diverse, unique characteristics and communicative needs during a crisis, they form interpretative communities and co-create various symbolic interpretations of the crisis. Extending the public-centric and narrative perspective to the context of social media crises, we examined what crisis narratives were constructed by social media publics (i.e., multiplicity) and how these narratives changed by crisis stages (i.e., dynamics). Using topic modelling based on large-scale Twitter data of the Chipotle E. coli crisis (N?=?40,610), we identified ten narratives subsumed under two themes (i.e., sharing-based and conversation-based) based on publics’ social constructions of their perceived risks and crisis experience. On the one hand, sharing-based narratives, heavily impacted by publics’ shared media coverage, reflected media crisis narratives and salient risk perceptions aligning with the news agenda. On the other hand, conversation-based narratives, fueled by publics’ opinion expression and emotional venting, demonstrated publics’ interpretations of their experience with the organization in the crisis with less salient but more diversified risk perceptions. Crisis managers are recommended to produce and deliver compelling narratives resonating with different groups of social media publics during crises.     

Using value modeling to evaluate social media messages: The case of Hurricane Irene

Emerging technologies, advances in social media, and new communication platforms have transformed how crisis communicators reach their audiences and partner agencies in a variety of situations. Not only do individuals and organizations communicate differently during a crisis, but they are also perceived very differently; social media platforms and messages add to the challenges involved in maintaining the overall reputation of brands and corporations. To better understand the new messaging system and its effects, the researchers analyzed social media crisis messages and messaging theory through various qualitative and quantitative value modeling techniques and generated a simple baseline model for what constitutes a “good” crisis message. Using data collected during Hurricane Irene, the researchers used this baseline model to rank effective and ineffective messages to determine whether the most followed/forwarded messages fit this model, and to identify a set of new best practices for crisis communicators and reputation management monitors using social media platforms.     

What is Flint? Place,storytelling, and social media narrative reclamation during the Flint water crisis

ABSTRACT

The Flint Water Crisis became a national news story in January of 2016, when major publishers such as The New York Times began covering the story. In the same month, an influx of social media activism occurred in response to the crisis, with citizens developing hashtag campaigns such as #FlintFwd in order to disseminate news and stories from a citizen’s perspective; these campaigns often positioned Flint positively ? as a recovering community ? rather than a city in the middle of a public health crisis, and often addressed not a national public but a local audience. This paper considers Flint-based social media activity to investigate the emergence of place-based activism within the ostensibly global network of social media. In doing so, it identifies three key themes; 1) leveraging social media to forward a critique of deficient journalistic storytelling; 2) using the affective process of storytelling via social media to claim authority over their own material offline existence, and 3) using place-based storytelling to implicate others as witnesses via the global network of social media. These themes coalesce around a distinctly critical logic of connectivity. This logic extends the notion of connectivity articulated by Van Dijck and Poell [2013. Understanding social media logic. Media and Communication, 1(1), 2–14.] and the strategies of platform activism explored by Tufekci [2017. Twitter and tear gas: The power and fragility of networked protest. New Haven: Yale University Press.] to explain how social media works to expose discrepancies between the public story of the water crisis and material, lived conditions of Flint, rendering visible a discursive identity of Flint thus far unrecognized.     

Incorporating competition and comparisons into crisis communication: How competing organizations respond to industry crises

Crisis communication research typically focuses on how a single organization strategically responds to crises based on its own set of situational factors. However, it is common for multiple competing organizations to be involved in responding to the same crisis. By analyzing two industry crisis cases in China, this study provides insights into what we termed competitive crisis communication, which involves not only crisis response timing and strategies but also competition and comparisons among the different organizations involved in the same crisis. The analysis of organizational statements on social media reveals the extent of differences in crisis response strategies adopted by competing organizations. Findings from an analysis of online media coverage and public posts on social media further suggest that stakeholders’ comparisons of different organizations’ crisis responses can influence stakeholders’ emotions and reputational perceptions of the organizations. Finally, the competitive advantages for an organization to respond as the first mover or late mover in industry crisis communication are discussed.     

Responding to a Health Crisis on Facebook: The Effects of Response Timing and Message Appeal

This study examined the effects of timing and message appeal of a crisis response on organizational perceptions and behavioral intentions on social media. Using a health crisis scenario, a 3 (one hour vs. one day vs. one week after the crisis) × 2 (emotional vs. rational appeal) between-subjects experiment (N = 502) found that a crisis response posted one day after the crisis on Facebook elicited greater trust towards the hospital in crisis compared to a response posted in one week. The one-hour response and one-day response did not show differential effects on trust towards the hospital. The effect of timing was mediated by perceived credibility of the crisis response. In addition, the emotional appeal triggered greater trust, perception of reputation, and intention to “like” the post; whereas the rational appeal elicited greater intention to share and comment on the post. The study provides both theoretical and practical implications.     

Sports fans as crisis communicators on social media websites

Previous research has analyzed how organizations publicly respond in crisis situations. This study addresses a sports crisis, the University of Miami NCAA investigation, as an avenue for exploring how fans become surrogates for organizational crisis responses via the social media entity, Twitter. Using Coombs's (2007) strategy for reputation repair, analysis of 75 highly identified Miami fans with over 42,000 Twitter followers shows that fans were most likely to engage in (a) ingratiation, (b) reminder, (c) attack the accuser, and (d) divert attention as primary methods of coping with the scandal. New methods for reputation repair were also found within the analysis and implications for organizations, academic institutions, sports research, and crisis communication theory are articulated.     

Information vetting as a key component in social-mediated crisis communication: An exploratory study to examine the initial conceptualization

In order to understand publics’ crisis information consumption in an increasingly competitive and conflicting media environment, this study addresses how and why individuals vet information (or not) in social-mediated crisis situations. Built upon the social-mediated crisis communication (SMCC) model as well as grounded in the elaboration likelihood model and the meta-cognition theory, this study proposes an initial conceptual framework of crisis information vetting. An exploratory study, including four focus groups and 13 in-depth interviews, was conducted to investigate: 1) indicators of information vetting behavior according to participants’ self-reported experiences; and 2) what motivate and what prohibit participants from engaging themselves emotionally and cognitively in the process of crisis information vetting. Our qualitative data provide evidences for a two-step process of crisis information vetting, namely, primary vetting and secondary vetting. The 14 sub-constructs and 48 vetting behavior indicators rendered may serve in future scale development and further conceptual model refinement of the new crisis information vetting construct. By connecting publics’ crisis information consumption with their crisis information transmission in social-mediated crisis communication, this study also extends and enriches the SMCC model.     

The state of social-mediated crisis communication research through the lens of global scholars: An updated assessment

We investigate the state of global social-mediated crisis communication (SMCC) research through a content analysis of 189 discrete academic articles published in key journals included in the Social Sciences Citation Index via the Web of Science from 2006 to 2020. We identify the patterns in the theoretical and methodological approaches and the types of crisis, social media platforms, and contextual factors examined in SMCC research. Our findings demonstrate the common trends and differences between regions or societies. Scholars from North America dominated this field and primarily used quantitative methods, such as content analysis and experiments. A Western-oriented situational crisis communication theory was the most frequently applied theoretical framework. Twitter and Facebook were the most frequently used social media tools, and natural crises were studied most frequently. Nearly half of the SMCC studies collected research data about crises within America, and none focused on African countries. Contextual factors, such as political, cultural, and media characteristics, were found to affect online crisis communication practices. Our study can thus inform future discussions by revealing current theoretical gaps.     

Crisis communication online: How medium,crisis type and emotions affected public reactions in the Fukushima Daiichi nuclear disaster

Social media play in today's societies a fundamental role for the negotiation and dynamics of crises. However, classical crisis communication theories neglect the role of the medium and focus mainly on the interplay between crisis type and crisis communication strategy. Building on the recently developed “networked crisis communication model” we contrast effects of medium (Facebook vs. Twitter vs. online newspaper) and crisis type (intentional vs. victim) in an online experiment. Using the Fukushima Daiichi nuclear disaster as crisis scenario, we show that medium effects are stronger than the effects of crisis type. Crisis communication via social media resulted in a higher reputation and less secondary crisis reactions such as boycotting the company than crisis communication in the newspaper. However, secondary crisis communication, e.g. talking about the crisis communication, was higher in the newspaper condition than in the social media conditions because people consider traditional media as more credible. We also found higher levels of anger in the intentional crisis condition than in the victim crisis condition. Anger in turn was related to reputation, secondary crisis communication and secondary crisis reaction. The results stress the need for more complex models of crisis communication.     

Revisiting the SMCC model: How Chinese public relations practitioners handle social-mediated crises

As social media are used widely by Chinese organizations, this study comprehensively examines how Chinese public relations practitioners cope with social mediated crisis and how culture interacts with social mediated crisis response. An in-depth interview was conducted to collect data from 23 Chinese public relations practitioners who had experience in dealing with crises and issues via social media. The results showed that Chinese public relations practitioners use diverse social media platforms to satisfy the publics’ needs and social media usage preferences. In addition, the results also showed the importance of matching information platform and information sources in response to social-mediated crises. Furthermore, we revealed how the uniqueness of Chinese culture moderated information platforms and information sources, such as face-saving strategies, collaborating with opinion leaders and influencers to shape the publics’ opinions, using no response, apologizing, and self-mockery, and emphasizing the importance of media relations.