Dialogic communication in 140 characters or less: How Fortune 500 companies engage stakeholders using Twitter

The current study extends the investigation of online relationship building by examining how Fortune 500 companies use the popular social network site Twitter to facilitate dialogic communication with stakeholders. A content analysis of a random sample of the Twitter profiles maintained by Fortune 500 companies (n = 93) and individual tweets posted on those profiles (n = 930) examined the use of dialogic features within the Twitter profiles as well as the individual tweets. Results indicated that organizations that have a dialogic orientation to Twitter use (61%) employed the principle of conservation of visitors to a greater degree and generation of return visits to a lesser degree than organizations with a non-dialogic orientation to Twitter (39%).     

Exploring negative peer communication of companies on social media and its impact on organization-public relationships

This study examined whether and how the publics’ negative peer communication (NPC) about companies on social media could influence the quality of organization-public relationships (OPRs) through the theoretical lens of socialization and social learning theory. Through an online survey and a structural equation modeling analysis, results showed that NPC about companies on social media negatively influenced the quality of OPRs. Publics who were more dependent on social media and who had stronger ties with their peers tended to engage more in NPC about companies. Publics who perceived a favorable reputation of the company were less likely to engage in NPC.     

United Airlines’ and American Airlines’ online crisis communication following the September 11 terrorist attacks

The terrorist attacks of September 11, 2001, provided a challenging series of events for the crisis communication efforts of American Airlines and United Airlines. Based on crisis communication theory and organizational use of the Web, this study examined how the two companies used their Web sites during the first three weeks after the incidents as one means of conveying information following the attacks.Theoretically, analysis of incident-related segments of the two sites showed that the airlines evidenced key elements of crisis response. They provided instructing communication by giving facts, stating how their publics should take action, and providing information regarding how the problem was being corrected. Additionally, they offered adjusting communication through a series of condolence messages and links to relief organizations before emphasizing normal operations.From an online perspective, this study revealed that the Web enabled both companies to provide an immediate response to the attacks. The Web also allowed United and American to offer frequent updates about the incidents to their publics and to communicate their crisis response process to various publics simultaneously.     

A Systems View of Companies’ Communication in Online Social Environments

In order to enrich previous contributions interested in the identification of possible pathways to improve companies’ capabilities to better face the challenges imposed by increasing social and economic variety, this paper focuses attention on the role of companies’ communications in online social environments. Thanks to the adoption of systems thinking, the paper enlarges existing contributions on companies’ online communication by combining the research streams of signalling theory, capital need theory, and legitimacy theory. By building on a multi-disciplinary literature review, this paper identifies three variables to analyse the effectiveness of companies’ communication based on the use of social networks: the frequency, the instability, and the previous activities. Empirical research is proposed with reference to a sample composed by the 50 best performing European companies in terms of return on sales (ROS) (USD) in 2015 via the use of structural equation modelling (SEM). SEM is applied to explore the relationships among identified variables in companies’ online communication on Facebook and Instagram, and how those communications influence companies’ economic performance in terms of ROS.     

Parent‐Adolescent Communication About Sex: Retrospective Reports by Latino College Students

Latina female (n= 97) and Latino male (n= 69) college students (M age = 21.4 years) completed self‐report surveys regarding family of origin experiences, including sexual communication with parents while growing up. Latino parents of this comparatively highly educated sample tended to use direct rather than indirect strategies for communicating about sexuality with their children. Young women reported higher levels of sexual communication with mothers while growing up than did young men, and respondents reported less communication with fathers than mothers. Among young women, sexual communication with mother was positively associated with non‐Mexican origin and negatively associated with having older brothers living at home. In contrast, maternal education was positively associated with mother‐son communication about sex. Paternal education and the absence of older brothers positively predicted communication with both sons and daughters. The analyses provide novel information regarding sexual communication in Latino families and suggest directions for future research.     

Social software and internal communicators’ gatekeeping sense of self

Social software creates opportunities for internal communication. Public relations literature suggests it affords more two-way internal communication that can meet the ideal of symmetry as promoted in the excellence theory (Grunig, 1992). This study involved in-depth interviews with internal communication professionals at 54 companies. Our findings indicate that these professionals tend to view social software positively, often stimulating its use among employees. Additionally, we found that they appropriate social software in such ways as to maintain and even strengthen their gatekeeping role identity. More specifically, our data reveal that traditional gatekeeping, which characterizes mass media systems based on the centralized production and distribution of information, is complemented with networked forms of gatekeeping in decentralized digital media environments. Furthermore, our data suggest that an underlying management ideology hampers the symmetric potential of social software.     

Emoticons und Personenwahrnehmung: Der Einfluss von Emoticons auf die Einschätzung unbekannter Kommunikationspartner in der Online-Kommunikation

Text-based computer-mediated communication is a daily experience in social as well as work-related communication. Enriching text messages with emoticons to convey emotions or non-verbal communication aspects can provide the recipients with important background information. However, it’s still not well understood how impression formation takes place in text-based computer-mediated communication. This study investigated how using emoticons influences the perception of communication partners in anonymous computer-mediated communication settings. In an online experiment (N?=?50) participants rated communication partners, who used emoticons in the experimental condition and did not use emoticons in the control condition, on the following dimensions: Openness, Friendliness, Warmth, Sense of Humor, and Respectability. Furthermore, they guessed the senders’ sex. Results show medium to strong effects on the dimensions “Warmth” and “Friendliness”: Senders using emoticons received higher ratings on these dimensions. Methodical limitations and implications for further research are discussed.     

The Paradox of Communicating CSR in India: Minimalist and Strategic Approaches

This study explores the viewpoints of practitioners in socially responsible companies in India about the ethical dilemmas of corporate social responsibility (CSR) communication, especially in the paradoxical context of stakeholders’ high regard for socially responsible companies and low regard for companies’ deliberate, conspicuous communication about CSR. Findings, based on 19 interviews with key decision-makers in 16 companies from the Standard & Poor India ESG Index, revealed that practitioners in India foregrounded the importance of an implicit, minimalist approach to communication that privileged responsible corporate behavior over rhetoric. They also engaged in the strategic communication of their CSR efforts to involved stakeholders, largely avoiding publicity and aggressive media relations. Implications for public relations theory and practice are discussed.     

Corporate social responsibility communication of Chinese and global corporations in China

This paper explored how leading Chinese and global companies operating in China communicate their corporate social responsibility (CSR) principles and practices to the Chinese stakeholders through a content analysis of these companies’ corporate websites. It was found that companies usually take one of the following three major approaches in their CSR communication: CSR as ad hoc public philanthropy, CSR as strategic philanthropy, and CSR as ethical business practices. Furthermore, this paper examined the effects of country of origin and industry on companies’ CSR communication and found that whether companies are targeting at businesses or consumers has a bigger impact on their CSR communication than whether they are Chinese or global. Finally, despite a tendency towards convergence, Chinese and global companies still present their CSR principles and practices differently because of their different relations with major Chinese and global stakeholders.     

Möglichkeiten einer abgestimmten internen Unternehmenskommunikation

A strategically aligned communication is increasingly a key success factor for companies. This paper analyses in a first step what an efficient internal communication in organizations can achieve, and then, in a second step, what role managers take within this communication process.A questionnaire filled-in by leaders of a company is used as a mean to provide information about the perception of those concerning the efficiency of internal communication in general, as well as, in particular, the efficiency of their own company’s internal communication. It is then questioned if it beneficial to have an aligned internal communication targeted only towards managers of the same company and if this would be useful to motivate employees for the company’s common goals.     

Psychotropic medications in child welfare: From federal mandate to direct care

Background and objectiveChildren in the welfare system are prone to uncoordinated and unmonitored mental health care, including psychotropic medications. To address these issues, federal legislation mandated that state child welfare agencies improve the coordination and oversight of psychotropic medications. However, there is no clear guidance on how to improve these practices, particularly at the level of direct care. We aimed to identify specific areas for improvement through state-wide surveys of four groups.MethodsWe surveyed all known members of four groups working directly with children in foster care in one small northeastern state. Respondents included 209 foster and adoptive parents, 169 child welfare staff, 84 mental health therapists, and 33 clinical prescribers. Survey items addressed practices and perceptions related to sharing of information and cross-system communication and monitoring of medication effects and side effects.ResultsNearly two in five foster and adoptive parents reported not regularly receiving information about the purpose or side effects of psychotropic medications, and they disagreed among themselves on who was primarily responsible for monitoring safety and effectiveness. One-third of child welfare staff and two-thirds of mental health therapists reported that information about psychotropic medications is not regularly shared with the child's provider team. Half of clinical prescribers reported not regularly communicating with child welfare staff.ConclusionsWe identified specific areas for improvement related to communication, sharing of information, monitoring, and role clarification. Strategies to improving these activities are key to ensuring the safe and effective use of psychotropic medications in this population.     

The Language of Leadership for Female Public Relations Professionals

This study used feminist scholarship to explore leadership in female public relations practitioners and educators. Interviews with 10 women helped illustrate their communication styles, motivations, and meanings for leadership. These women's voices deserve attention due to the concerns about the growing percentage of women entering the field. Results revealed that participants illustrated a mix of 2-way and I-way communication when hypothetically responding to staff. Educators tended to utilize 2-way communication more than I-way and incorporated compromise into conflict resolution. All the participants exhibited assertiveness. empathy for staff, and use of logical rather than emotional arguments.     

Sources of parenting support in early fatherhood: Perspectives of United States Air Force members

We conducted semi-structured focus groups with men in the United States Air Force (N = 39) to examine fathers' access to parenting information during the transition to parenthood, and to determine methods for engaging fathers in intervention. Results of content analysis highlight fathers' motivation to develop and maintain positive relationships with their partners and children despite substantial challenges, including multiple deployments, family moves, and demanding work responsibilities. Fathers emphasize the importance of information in facilitating the transition to parenthood, especially in the key domains of effective co-parenting and communication, children's developmental milestones, and appropriate use of discipline. Results underscore that men tend to rely more on informal sources of parenting information (e.g., spouse/partner, family members, friends) than on formal sources of information (e.g., pediatricians, social workers).     

An exploratory study on content and style as driving factors facilitating dialogic communication between corporations and publics on social media in China

Global corporations publicize on social networking sites (SNSs) to foster dialogic communication with publics as a form of building relationships. Yet the link between the content and style of the corporation communication from different cultural backgrounds and publics’ responses in the form of likes and retweets is under-researched. This empirical study explored how global corporations from China and Germany employ factors such as useful content topics and culturally-influenced communication styles to cultivate dialogic communication with publics on Sina Weibo, the largest SNS in China. Although both German and Chinese corporations similarly posted a range of content on products/services, corporate appeal and relationship building with no distinct significant differences in their communication styles, publics’ response varied noticeably in that they were more receptive to content on products/services disseminated by German corporations yet had greater responses to content on corporate appeal posted by Chinese corporations. In addition, publics were more inclined to react favorably to messages presented in an individualistic style of communication by German companies and messages in a collectivistic style by Chinese companies. The implications of how to effectively use SNS to engage in dialogue with publics are highlighted.     

Deny or bolster? A comparative study of crisis communication strategies between Trump and Cuomo in COVID-19

This study applied the situational crisis communication theory (SCCT) in political crisis communication amidst the COVID-19 outbreak, a “sticky crisis” that is longitudinal and politicized, thereby involving multiple challenges and complexities. Considering the critical role of Twitter in the information transmissions during the ongoing pandemic, this study considered politicians’ tweets as a proxy to access their crisis communication strategies and conducted a systematic content analysis to critically evaluate COVID-19 crisis communication strategies of two politicians, Trump and Cuomo, according to their perceived day-to-day circumstances during COVID-19. Three strategies categorized by SCCT, deny, diminish, and bolstering, surfaced with significance for both Trump and Cuomo. A new strategy specific to the political context, cohesion, was also identified. In addition, significant differentiation was observed in the strategic narratives between Trump and Cuomo, which reveals the evolving political dynamics in disease representation and crisis messaging. For example, Trump emphasized social exclusion and accusations of Democrats whilst Cuomo stressed care for vulnerable and minority groups and compassion delivery. Moreover, deny strategy, especially accusing other races, significantly boosted audience engagement for Trump. The results are discussed in relation to the idiosyncrasy of the complex COVID-19 pandemic and crisis communication in the political realm. Our findings demonstrate practical implications including online crisis messaging recommendations that foster public trust during politicized and polarized health emergencies and cultivate grounds for information exchange beyond partisan barriers.     

Engaging through stories: Effects of narratives on individuals’ skepticism toward corporate social responsibility efforts

Skepticism is prevalent surrounding companies’ corporate social responsibility (CSR) communication. Existing research suggests that narratives can reduce counterarguing and increase story-consistent beliefs and attitudes. However, research is still in its preliminary stage in understanding how narratives may help alleviate individuals’ skepticism toward companies’ CSR initiatives. Through an experiment with Amazon Mechanical Turk participants (n = 345), the current study tested the effect of narrative vs non-narrative videos on individual perception of CSR skepticism. YouTube videos depicting a real organization’s CSR initiatives on the issue of gender equality were selected as stimuli. Results of the study suggest that narrative significantly reduced almost all of the previously identified dimensions of CSR skepticism and significantly increased perceived intrinsic (altruistic) motives. Furthermore, engagement with the video message and perceived CSR motives were significant mediators. The study highlights engagement with messages as a key aspect of reducing CSR skepticism. Theoretical and practical implications are discussed.     

Informationsüberlastung bei digitaler Zusammenarbeit – Ursachen,Folgen und Interventionsmöglichkeiten

In this article in the journal Gruppe. Interaktion. Organisation (GIO) we analyze current research on influencing factors and consequences of information overload (IO) in team information exchange mediated by modern information and communication technologies (ICT). We consider, which underlying mediating mechanisms cause information overload in team information search and processing, as well as team decision making and communication information, and discuss possible interventions. We focus both on empirical research and on the differentiation between causes, resources and on team level interventions. Based on existing findings we draw implications for future research and practice. In particular we show, how leaders can avoid IO and can contribute to efficient ICT mediated team communication.     

Evil Tidings: Are Reorganizations more Successful if Employees are Informed Early?

Organizations represent deliberately designed social contexts that are characterized by multi-level hierarchies. Interests and opportunity structures at each level usually do not overlap. We suggest that one of the reasons why intentional change efforts often fail to reach their objectives is because they are likely to trigger competing social mechanisms at different levels of the hierarchy. In order to illustrate this argument, we analyze the consequences of timely communication of planned organizational changes on perceived success of reorganizations. Two competing mechanisms are derived and tested with data from a telephone survey (carried out in 2003), among a sample of n = 412 Dutch business organizations that performed a reorganization. The commitment perspective predicts that early announcement of reorganization plans to middle management increases the likelihood of reorganization success, since it increases commitment and empowers middle management. The influence mechanism predicts that early information of non-managerial employees decreases the likelihood of reorganization success, because it enables employees to use the information to their own advantage, anticipate on the strategies of management, and organize opposition against the plans. We found that timely communication with middle management indeed increases chances for success, whereas timely communication with employees correlates with reorganization failure. However, not communicating with employees has an even stronger negative effect on reorganization success. No evidence could be found for our argument that the severity of the reorganization’s expected negative effects on the workforce moderates both mechanisms.