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.     

我国政府应对网络新媒体意见领袖的方式变革及评析

随着微博等新媒体的发展,网络新媒体意见领袖在公共事件中的影响力不断加大,对青年群体的影响更加广泛、深刻,对政府的危机公关提出了更多挑战。我国政府在应对网络新媒体意见领袖方面,大致上先后经历了放任不管、积极参与和规范秩序三个阶段。以微博意见领袖为例对几种有代表性的政府应对方式的研究认为,政府在公共事件中应对意见领袖时,必须要求各级官员更新思想观念,确立有针对性的领导体系,建立微博舆情的分析机制、引导机制和管理机制,并完善相关法律法规。     

Populist communication and media environments

Populist leaders and movements have long adapted their communication practices to fit their media environments. Yet, research on the relationship between media and populism has been limited until recently. This article offers an overview of how media researchers have been identifying populist media and communication practices and investigating ways in which media structures may constrain or enable the growth of populist movements. It discusses three different scholarly frameworks that suggest that social media platforms and shifts in news media may be providing new opportunities for populist messages to circulate more widely. These shifts may be a contributing factor to a recent surge in populism across many countries. Finally, this article raises normative questions about journalistic practices and media policy in response to concerns about right‐wing populist communication practices.     

BIASED PRESS OR BIASED PUBLIC? ATTITUDES TOWARD MEDIA COVERAGE OF SOCIAL GROUPS

Mass media credibility has been defined and studied largelyas an attribute of message sources. This article argues thattrust in media can be better understood as a relational variable—anaudience response to media content. In addition, audience assessmentsof credibility are commonly explained as the result of eachindividual's skeptical disposition, either toward mass mediain particular or as a general trait. The author dissents fromthis view as well, proposing that distrust is more likely tobe a situational response, stemming from involvement with issuesand groups. Using data from a national probability sample, thehypothesis was tested by analyzing the effect of numerous independentvariables on respondent ratings of newspaper and televisionnews coverage of social groups. As hypothesized, a respon dent'sown group identification proved to be the strongest predictor.The evidence was strengthened by replication across social groups,which provided built-in controls and demonstrated that an importantpart of the variance in trust of mass media news is within personsrather than between persons.     

Further explorations of post-crisis communication: Effects of media and response strategies on perceptions and intentions

Crisis communication represents a rapidly growing body of research and is seeing an increased use of experimental methods. However, the experiments have relied exclusively on print stimuli resulting in little knowledge of channel effects on crisis communication. This study evaluates the effects of different response strategies and media channels on respondents exposed to a crisis. The study used a 2 (crisis response: sympathy and compassion) × 2 (media: print and video) design. We selected two similar response strategies that could differ in terms of the additional cues provided by video. Results revealed virtually no meaningful difference between the use of video versus print or sympathy versus compensation.     

Blaming the messenger: The media,social workers and child abuse

Abstract

This paper explores the agenda-setting role of the media in child abuse, citing local and international examples. The author argues that much media coverage of child abuse promotes a conservative, pro-family political agenda, offering a narrow individualistic/legalistic view of child abuse as opposed to a broader structural definition. This conservative agenda is particularly reflected in media hostility to social workers involved in child abuse cases. Attention is drawn to the major manifestations of this criticism, and to some of the reasons why social workers experience disproportionate media censure. Suggestions are then made regarding the potential for a more effective and pro-active social work response.     

Does compassion go viral? Social media,caring, and the Fort McMurray wildfire

ABSTRACT

In May 2016, an enormous wildfire threatened the city of Fort McMurray, Alberta and forced the evacuation of all of the city’s residents. Outpourings of support teemed in from all across Canada and over the world, prompting the largest charitable response in Canadian Red Cross history. This paper examines Albertans’ response to the wildfire by exploring caring and helping behaviors as well as the role of social media in facilitating these remarkable charitable efforts. The paper uses mixed methods including an analysis of the most popular Tweets related to the wildfire and an Alberta survey collected months after the disaster. The analysis of tweets reveals that care, concern, and invitations to help were prominent in social media discourse about the wildfire. The analysis of survey data demonstrates that those who followed news about the wildfire on social media express higher overall levels of care and concern for those affected, which led to helping those impacted by the wildfire. The findings provide important insights about the role of social media in disaster relief and recovery as well as citizens’ civic engagement.     

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.     

Identifying the best practices of media catching: A national survey of media relations practitioners

Web-based services, like Help-A-Reporter-Out (HARO), that allow journalists to send content requests to a multitude of public relations agents are becoming more popular among media relations practitioners. The purpose of this study is to examine how practitioners are using HARO and to measure success rates of media placements against the proposed best practices of “media catching”. An online survey (n = 110) was conducted of members of Public Relations Society of America who identified themselves as working in media relations. Analysis revealed five best practices that had a positive significant correlation to journalist response rates and placement success rates. The results also indicated what media outlets practitioners preferred to reply to using the HARO service. As more practitioners are integrating media catching services in their daily routine, it is important to ensure they are employing best practices in order to develop and maintain positive working relationships with journalists.     

Getting called out: Effects of feedback to social media corporate social responsibility statements

Corporate social responsibility (CSR) efforts via social media are increasingly common and are often key to achieving organizational CSR objectives. Concerns exist about potential damage caused by negative user comments and effects of user feedback to CSR efforts are mostly unknown. Exploring the effects of positive and negative comments to social media CSR statements and subsequent organizational response, this work reports the results of an online experiment (N = 257) that manipulated both user-generated feedback to organizational CSR statements and subsequent organizational responses. Results demonstrate that negative user comments are less of a concern than commonly thought, and call into question the value of organizational response to user feedback.     

How IKEA turned a crisis into an opportunity

In 2013–2014, the IKEA cuddle toy Lufsig was connoted as a symbol of the Chief Executive (CE) of Hong Kong, prompting stakeholders to make negative associations with the corporation. Our study examines how IKEA mediated communication on traditional media and social media to turn this crisis into an opportunity. This study informs corporate communicators and researchers about the integrated utilization of crisis response strategies in a sophisticated crisis situation.     

iConstruct: virtual disabilities in online settings

The present study focused on cultural constructions of disability in virtual settings, examining specifically how cultural constructions of disability were mediated through the use of online technology. This was accomplished by identifying and analyzing Greek Cypriot online news media articles and online readers’ posts in response to these articles. Findings indicated that disability in these online settings mainly reproduced traditional models of disability, with the charity model being more prevalent. However, there were instances in which dominant discourses of disability were ruptured through the introduction of counter-narratives in users’ posts which echoed the human rights model of disability. Implications for the fields of media, education and disability studies are discussed in relation to the possibility of using digital media to contribute to the challenge of critical media literacy to address issues of diversity and disability.     

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.     

The contribution of media consumption to civic participation

A national UK survey (N = 1017) examined the association between media consumption and three indicators of civic participation - likelihood of voting, interest in politics, and actions taken in response to a public issue of concern to the respondent. Multiple regression analysis was used to test the variance explained by media use variables after first controlling for demographic, social and political predictors of each indicator of participation. Media use significantly added to explaining variance in civic participation as follows. In accounting for voting, demographic and political/social factors mattered, but so too did some media habits (listening to the radio and engagement with the news). Interest in politics was accounted for by political/social factors and by media use, especially higher news engagement and lower media trust. However, taking action on an issue of concern was accounted for only by political/social factors, with the exception that slightly fewer actions were taken by those who watched more television. These findings provided little support for the media malaise thesis, and instead were interpreted as providing qualified support for the cognitive/motivational theory of news as a means of engaging the public.     

Fear of the "Alien Other": Cultural Anxiety and Opinions about Japan

American public opinion toward Japan grew more negative coincident with 1980s "Japan-bashing" media messages. Two theories of opinion formation provide explanations for this. Democratic representation theory understands opinions as rational responses to new information. Cultural interpretation theory holds that public opinion is based on one's receptiveness to media discourse. Opinion is neither a rational response to information nor the passive acceptance of elite dictates. People differentially interpret media messages and form opinions in a process that is shaped by media attentiveness and their subjective cultural anxieties. Survey data permit an indirect test of the two theories applied to anti-Japan opinion. OLS regression analysis performed on GSS for four time periods reveals that anti-Japan opinion is rooted less in "rational" responses to personal economic insecurity or fear of increased global competition than in racial attitudes and domestic social-cultural concerns. America's negative opinion toward Japan in the 1990s is better understood as domestic anxieties that are redirected toward a symbolic target that the mass media has highlighted.     

Policing Social Media

Social media policing is composed of individual and institutional activity. Instead of supplanting conventional policing, individual users actually enhance its scope, and are often unwillingly enrolled in this process. This produces a visibility that combines the mandate and impunity of police scrutiny with the unique optics of everyday life. After proposing a theoretical framework to make sense of the sociological relevance of social media policing, I consider the response to the 2011 Vancouver riot as an exemplar of how police are adapting to the volume of information on sites such as Facebook.     

关于在阿拉伯媒体上传播“中国声音”的思考

新疆“7·5”事件发生后不久,笔者在阿拉伯世界具有重要影响的报纸《生活报》上撰文,说明事件的真相,澄清阿拉伯民众对事件及我国民族政策的一些误解。文章引起积极反响,成为我国学者在国际媒体传播中国声音的一个成功案例。本文对撰写此文的有关情况作了说明,并结合这一案例,总结了在国外媒体尤其是阿拉伯媒体传播中国声音的若干体会,并就如何加强和改进我国对外传播工作,提出几点建言。     

FRAMING THE ABORTION DEBARTE: Organizational Resources, Media Strategies, and Movement-Countermovement Dynamics

This study examines how ideologically opposed social movement organizations, the National Organization for Women (NOW) and Concerned Women for America (CWA), get media coverage during critical moments of the abortion debate. I analyze how organizational structure and identitate or constrain a social movement organization's ability to get mainstream media coverage. Specifically, I use the social movement framing literature to analyze how the organizations strategically construct media frames and packages in response to opposition, the tactics they use to get media coverage, and the relative success of each organization's efforts in mass media outlets. The analysis suggests that an organization's media strategy matters, but that organizational structure and organizational identity color these strategies.
One of the best ways to develop press relations is to know how a particular newspaper or broadcast station operates. Make friends with reporters or newscasters who are sympathetic to the issues. They can be strong allies. Remember, publicity means "information with news value" issued as a means of gaining public attention. recognition, understanding or support for a person, an organization, an institution or a cause.
National Organization for Women Records (Schlesinger Library, Radcliffe Institute at Harvard University)
Conservative groups did not understand media or its importance then [ten years ago] as much as they do now. [Now they understand that] media is the name of the game and whoever frames the issue wins the argument. Communications Director for Concerned Women for America     

Collateral coverage: media images of Afghan refugees, 2001

The paper is concerned with media coverage of the on-going refugee crisis in Afghanistan. It begins by looking at how the terrorist attacks on the World Trade Center of 11 September 2001 had the result of stimulating renewed media interest in Afghan refugees. Paying special regard to the role of visual images in the reporting of disasters, the paper reviews the narrative strategies adopted by television news. It considers the factors that have instigated media response by examining some general issues arising from the media coverage of disasters. While the central focus of the study is BBC Television News Special Reports on the Afghan refugee crisis, selective comparisons are made with other television broadcast channels, Sky News and Euronews.

Based on the Afghan case study, I propose three main constituent factors contributing to the likelihood of effective media coverage of a refugee crisis. Firstly, in order to attract Western press coverage it is necessary for the crisis to be of such a magnitude that it cannot be ignored; or else it is necessary for it to be perceived as having some obvious connection with Western concerns. Secondly, the story will gain airtime if the nature of the crisis is such that it produces dramatic imagery – pictures with impact. Finally, if the style of the media coverage is sufficiently innovative it will stimulate interest in the viewers. The paper concludes with a critical review of media examples that break away from conventional news formulae.     

THE THRESHOLD OF PUBLIC ATTENTION

The analysis reviews time series data for the period 1945 to1980 on media coverage and corresponding public attention toa set of ten political issues including poverty, racial problems,Watergate, and Vietnam. The study focuses on the early stagesof public awareness and the need for a "critical mass" or thresholdto move a matter from the status of private concern to a public,political issue. The pattern of evolving public awareness variesdramatically for different types of issues. In some cases, thepublic appears to have a much steeper "response function" inreacting to real-world cues than the media; in other cases,the media seem to be more responsive. Modeling the growth ofattention to public issues with the logistic curve met withmodest success. The article concludes with a call for much closercoordination between agenda-setting research and the study ofpolitical cognition.