The death of bin Laden: How Russian and U.S. media frame counterterrorism

This study explored how Russian and U.S. newspapers covered the death of Osama bin Laden in 2011 through the lens of framing theory. Results reflect significant disparity in how media in different countries covered the same event, suggesting that terrorism events were framed as national concerns rather than global issues, thus potentially limiting governments and the media from building a shared understanding with international audiences. The findings also indicate that more robust media relations efforts are needed to counter simplistic media counterterrorism frames. Finally, the study identified new frames for counterterrorism including secrecy and humanizing terrorists. These new frames suggest the need to expand the framing literature to provide a better understanding of how the media cover counterterrorism, which may impact the U.S. government's public diplomacy and counterterrorism efforts.     

Managing and sharing H1N1 crisis information using social media bookmarking services

Social media outlets are becoming main stream venues for risk and crisis communication, and how information is shared is critical. Analysis of social bookmarks regarding H1N1 demonstrate the CDC was the most popular reference for information, individuals were strongly present, blogs were the most popular type of documents, and Twitter is the most popular source being referenced. The crisis communication literature has just started to address those stakeholders that are creating their own influence and messages online.     

Perception is truth: How U.S. newspapers framed the “Go Green” conflict between BP and Greenpeace

The purpose of this study is to examine the dynamics of a 10-year conflict between BP and Greenpeace in the framework of the environmental crisis. A qualitative framing analysis of newspaper content was employed to explain how the two organizations were framed in U.S. news reports. A discussion of six dominant frames and attributes that emerged from the sample under study is included, and an assessment of assigned accountability is provided.     

Hope for Haiti: An analysis of Facebook and Twitter usage during the earthquake relief efforts

The Haitian earthquake devastated the small island of Hispaniola, leaving thousands dead and billions of dollars in property damage. The earthquake also ignited a firestorm of social media use by organizations. By applying framing theory to the analysis of Facebook posts and tweets sent by nonprofits and media organizations, this study discovered differences between nonprofits and media in terms of social media use. Nonprofits and media organizations used information dissemination and disclosure effectively, but failed to capitalize on the innate two-way communication nature of social media.     

How publics use social media to respond to blame games in crisis communication: The Love Parade tragedy in Duisburg 2010

Crisis communication scholarship has been criticized for its “managerial bias” and for its tendency to marginalize the perspective of publics and audiences. However, the understanding of how publics cope with and interpret crises is crucial for developing the body of knowledge in crisis communication, from both critical and managerial/functionalist perspectives. This case study of the Love Parade crisis in Germany 2010 aimed at exploring how publics perceived the crisis response of the festival organizers and how they used social media to communicate about it shortly after the outbreak of the crisis. A content analysis of 1847 postings at two relevant message boards produced support for the assumption that attributions of cause and responsibility are important predictors of publics’ evaluations of organizations in crisis situations. Findings also revealed that stakeholders actively engage in such attributional inferences spontaneously without being prompted by researchers. The analysis of responsibility perceptions as well as evaluative judgments over time supported the situational crisis communication theory. Blaming others and denying responsibility in the context of a crisis that was perceived as human error accident triggered negative reputational outcomes for the organizations involved in the Love Parade.     

How U.S. state tourism offices use online newsrooms and social media in media relations

This study examined the use of online newsrooms on U.S. state tourism websites. A content analysis of 50 state tourism websites was conducted to investigate the availability of online newsrooms as well as their contents and overall usability. The social media availability on the state tourism websites was also analyzed. The results revealed that most state tourism websites provide online newsrooms to media but many of them do not meet the needs of journalists in terms of usability, content availability, and information distribution. All of the websites integrated at least one type of social media; the most commonly used were Facebook, Twitter, YouTube, and Flickr. The detailed results by state and implications are discussed.     

Crisis management on social media: Effect of pre-crisis inoculation strategy and midst-crisis organizational interactivity

Negative user-generated contents on social media can result in detrimental impact on organizational reputation should a crisis occurs. In the present study, we sought to examine the effectiveness of implementing pre-crisis inoculation and increasing midst-crisis organizational interactivity on bolstering crisis management outcomes. Through a three-phase online experiment taking the 2 (inoculation: absence vs. presence) x 2 (organizational interactivity: low vs. high) between-subjects design (N = 184), we found that while inoculation or interactivity alone could mitigate some unfavorable crisis-related perceptions and attitude, the combination of these two strategies brought in most consistent benefits to alleviating crisis-caused reputational damage. Implications and future work are discussed.     

How public relations executives perceive and measure the impact of social media in their organizations

Decisions about social media in organizations are not made lightly. Corporate executives are faced with an ever changing and in many cases, uncontrollable opportunity with social media. This study provides insights obtained from 25 interviews with communication and public relations executives to identify their opinions about what drives social media in organizations, what challenges they face, and what questions they have about social media and its measurement.     

Dialogic communication in the health care context: A case study of Kaiser Permanente's social media practices

This case study examines how one of the largest not-for-profit health care organizations in the US, Kaiser Permanente, uses social media to communicate with its stakeholders. Through content analysis and interviews, this study identifies the communication models reflected in a sample of social media posts and examines the organization's approach to using social media. The study finds evidence of both one-way and two-way communication models, as well as principles of dialogic communication. The implications of these findings are discussed.     

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.     

How publics react to situational and renewing organizational responses across crises: Examining SCCT and DOR in social-mediated crises

The prevalence of social media among networked publics calls for more research regarding how organizations can conduct effective crisis communication on social networking sites. Based on the situational crisis communication theory (SCCT) and the discourse of renewal (DOR) theory, this study examined how social media publics’ sentiments were affected by situational and renewing organizational responses in various clusters of crises. Twitter data of six crises representing three crisis clusters varying in the responsibility attribution (i.e., ambiguous, accidental, and preventable) were collected. We conducted a content analysis on organizations’ official tweets during crises (N = 59) and sentiment analysis on publics’ replies on Twitter (N = 4,340). The results showed that publics’ positive sentiments toward organizations were affected by organizational crisis responses that included instructing information, sympathy, systemic organizational learning, and effective organizational rhetoric. We recommend that crisis managers express sympathy toward publics as well as organizational learning that prevents a crisis from happening again.     

E-Racing together: How starbucks reshaped and deflected racial conversations on social media

In March 2015, Starbucks introduced its #RaceTogether campaign to encourage patrons to discuss race and ethnicity in global culture. Public reaction to #RaceTogether was largely critical and resulted in Starbucks' abandoning the campaign within a year. Through an analysis of 5000 #RaceTogether tweets, this study examines how users engaged the campaign and each other. This study draws three conclusions. First, most #RaceTogether posts featured extremist and racist positions. Second, #RaceTogether posts deflected race conversations and critiqued the organizations role in national racial discourses. Finally, posts in the digital space critiqued Starbucks as a location for inter-racial dialogue because of brand perception.This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors.     

Public diplomacy meets social media: A study of the U.S. Embassy's blogs and micro-blogs

With the evolution of communication technologies, traditional public diplomacy is transforming. This study examines the practice of the U.S. Embassy's public diplomatic communication via social media, namely Chinese mainstream blogging and micro-blogging, sites using Tencent for a case study. This study analyzes the embassy's blog and micro-blog entries and an interview with the embassy's public diplomacy officer. Based on the content analysis and interview, this study discerns the key features of the U.S. Embassy's public diplomatic communication using social media and further suggests that the common values and interests related to the global public as well as experience-sharing and relationship-building might become the focus of new public diplomacy research.     

Explorations on mediated communication and beyond: Toward a theory of social media

Although robust theories of radio, television, cinema, journalism, and other areas of mass media already exist, the social media sphere has received relatively little original theorizing. Modeled after Berger and Calabrese’s (1975) seminal “axioms of human communication” article, this essay takes stock of the existing research on social media, and uses the same approach to theorizing about social media, advancing 7 axioms and 21 theorems, and exploring how the propositions chronicled can be used to build social media theory and improve public relations practice.     

Ethics and social media: Implications for sociolinguistics in the networked public1

As a popular agora for writing identity into being, the networked public of social media sites presents exciting and unprecedented possibilities for sociolinguistic research. At the same time, these sites raise a wealth of unfamiliar methodological and ethical issues, and debate concerning appropriate ethical measures for research targeting online discourse communities is emergent. One of the most pressing debates concerns the visibility of online interaction (i.e. its locus between the public and private ends of the continuum). Although they exist freely online, networked publics are not public forums. They are governed by both personal and communal norms, and they are networked. This combination of factors gives rise to unique ethical challenges, particularly in the case of Facebook, an accessible and data‐rich, yet problematic, research site. This paper reviews the ethical difficulties presented by Facebook, and presents a framework for ethnographic sociolinguistic research that uses this site as a source of data. En tant qu’espace public privilégié pour la création de l’identitéà travers l’écriture, le public ?réseauté? (interconnecté) des sites des médias sociaux présente des possibilités prometteuses et sans précédent pour la recherché en sociolinguistique. Cependant, ces sites soulèvent de nombreuses questions méthodologiques et éthiques qui sont nouvelles, d’où l’émergence de discussions portant sur les mesures éthiques appropriées pour la recherche qui vise les communautés discursives en ligne. Un des débats concerne la visibilité de l’interaction en ligne (c.‐à‐d. sa place entre les extrémités privée et publique du continuum). Bien qu’ils existent de façon libre en ligne, les réseaux publics ne sont pas des forums publics. Ils sont gouvernés à la fois par des normes personnelles et communautaires, et ils sont interconnectés. Cette combinaison de facteurs donne naissance à des défis éthiques uniques, en particulier dans le cas de Facebook, un site de recherche accessible et riche en données, mais problématique. Cet article passe en revue les difficultés éthiques que Facebook présente, et offre un cadre de travail pour la recherche sociolinguistique ethnographique utilisant ce site comme source de données. [French]     

How the Hong Kong government lost the public trust in SARS: Insights for government communication in a health crisis

This paper analyzes the crisis mismanagement of the Hong Kong government during the SARS outbreak. It addresses eight factors that characterize a government crisis and uses them as guidelines to assess how the Hong Kong government performed in SARS.     

Jon and Kate Plus 8: A case study of social media and image repair tactics

Broadening the application of Benoit's image repair theory, this case study compares and contrasts crisis management strategies of Jon and Kate Gosselin during their 2009 highly publicized divorce. Specifically, it looks at how they presented themselves through personal statements, interviews and social media in two phases: the year before and the year after their divorce. Findings indicate the two used many image repair strategies and experienced varying levels of success. In the end, media outlets utilized traditional cultural narratives in their framing of both celebrities, depicting Kate as a distraught wife/single mother and Jon as an irresponsible and untrustworthy husband/father. Media later transitioned to a more positive portrayal of Jon and a negative portrayal of Kate. Exploring social media added a fresh dimension to previous image repair analyses. Findings indicate social media allow celebrities to publish information fast and efficiently without a gatekeeper; however, they must still follow traditional image repair strategies to succeed.     

Dealing with the COVID-19 crisis: Theoretical application of social media analytics in government crisis management

Little theory-grounded research addresses how to use social media strategically in government public relations through machine learning. To fill this gap, we propose a way to optimize social media analytics to manage issues and crises by using the framework of attribution theory to analyze 360,861 tweets. In particular, we examined the attribution of crisis responsibility related to the spread of COVID-19 and its relations to the negative emotions of U.S. citizens on Twitter for six months (from January 20 to June 30, 2020). The results of this study showed that social media analytics is a valid tool to monitor how the spread of COVID-19 evolved from an issue to a crisis for the Trump administration. In addition, the federal government’s lack of response and inability to handle the outbreak led to citizens’ engagement and amplification of negative tweets that blamed the Trump White House. Theoretical and practical implications of the results are discussed.     

High stakes: U.S. nonprofit organizations and the U.S. standing abroad

This research sought to explain the agency of U.S.-based nonprofit nongovernmental organizations (NGOs) in the U.S. standing abroad, and explore the NGO role in the U.S. public diplomacy. A multiple-case study method was used to look at five 501(c)(3) organizations that receive predominantly private funding and operate globally. The data gathered from in-person interviews and corporate documentation were compared between cases, and synthesized across cases using the theory-building technique. While U.S. standing affects American NGOs’ practices and discourses, American NGOs’ behavior might have a bearing on the attitudes, perceptions, and opinions of international publics about the United States. Both the NGO-owned state identities and American NGOs’ reputation for autonomy and freedom of expression enhance the U.S. public diplomacy efforts.     

Keeping up with the digital age: How the American Red Cross uses social media to build relationships

Forty individuals from the American Red Cross were interviewed to explore the use of social media in communicating with key publics. Results show that practicing public relations through social media is effective and necessary in the emerging digital age, as shown through the Red Cross’ development of a two-way dialogue with younger constituents, the media, and the community. This two-way dialogue has been accomplished primarily through Twitter and Facebook, with barriers such as lack of staff and time, and opportunities to improve National Headquarters and local chapter relations. The insights shared by the American Red Cross are useful for both public relations scholars and professionals to help them understand and apply social media practices to build strong, lasting relationships.