Managing relationships on Facebook: A long-term analysis of leading companies in Germany

The purpose of this study is to investigate how companies manage relationships with publics on social media. Based on the concepts of functional and contingency interactivity, the study examines the long-term implementation of three interactive strategies derived from research on organization-public relationships: dialogic communication, transparent communication, and informal communication. The study sheds further light on relational outputs and outcomes. The results of content analyses of leading German companies’ Facebook pages in 2012, 2015, and 2018 indicate the growing importance of dialogic communication and informal communication. There is a constant relation between dialogic communication and the extent of user interaction, with the analysis suggesting that dialogic communication is used to manage critical user comments. Hence, the long-term study contributes to a deeper understanding of professionalization in corporate social media communication. It provides evidence for PR scholars and professionals that there are effective features on Facebook for managing sustainable relationships.     

Campaigning in the fourth age of political communication. A multi-method study on the use of Facebook by German and Austrian parties in the 2013 national election campaigns

Starting from the contribution to the discussion on a fourth age of political communication, here we argue that, as a consequence of how the Web 2.0 has changed political campaigns, the theoretical time-bound three-phase models of political campaigning must be reconsidered. We propose four ideal campaign types based on their ideal-typical target audience: partisan-, mass-, target group- and individual-centered campaigns. In reality, each campaign combines elements of all types. To examine this mixture empirically, we apply a most similar systems design and investigate five German and six Austrian parties’ use of Facebook in the 2013 national election campaigns. On the basis of face-to-face interviews with the campaign managers and a quantitative content analysis of the respective parties’ Facebook pages, we analyze how parties used Facebook as a campaigning tool to inform, interact with, and mobilize voters, as well as which target audiences they addressed. We find that, although the campaign managers declare Facebook their most important Web 2.0 campaigning tool, the German and Austrian parties did not make use of Facebook’s interactive and mobilizing potential, rather relying on mass-centered information, possibly due to the framework conditions in both countries. Based on our findings, we conclude that the role of context for election campaigning should be discussed more carefully.     

Developing a multi-level organization-public dialogic communication framework to assess social media-mediated disaster communication and engagement outcomes

Dialogic communication has long been viewed as vital for effective organization-public relations. Yet, it is under-theorized whether and how organizations’ disaster communication messages may embody dialogic communication principles, and how various dialogic features are associated with different public engagement outcomes on social media. Extending the Organization-Public Dialogic Communication (OPDC) framework to the context of social media-mediated disaster communication, we propose a multi-level framework to assess the dialogic capacity of Facebook messages sent by disaster management organizations during a natural disaster. Three levels of dialogic communication characteristics (i.e., message structure-level, topic-level, and linguistic level) are examined using content analysis and Linguistic Inquiry and Word Count (LIWC). Results identified media richness, correcting, and confirming topics as three consistent predictors of public engagement of all types. Meanwhile, there exhibit greater variations regarding how other topical features and linguistic characteristics are related to public’s cognitive, emotional, and behavioral engagement during a disaster.     

Good girls don't comment on politics? Gendered character of online political participation in the Czech Republic

The article aims to contribute to the still relatively unexplored area of the relationship between gender and online political participation. Using two complementary methods – a representative, post-election survey of the adult Czech population and a content analysis of communication on the selected Czech political parties’ Facebook profiles during the campaign for the 2013 Parliamentary Elections – we attempt to challenge some established assumptions regarding the allegedly equalizing effect of the Internet and social media on participatory behaviour of men and women. While survey data discovered subtle yet statistically significant differences between men and women in some online expressive activities on Facebook, mainly commenting on other users’ statuses, content analysis further revealed that there are not only notable gender gaps among the Facebook users who commented on the campaign, but also differences in the tone of communication produced by the respective gender groups, with men posting more negative comments addressed to parties as well as to other Facebook users. We suggest that these results question the prevailing perception about the narrowing of the ‘gender gap’ in the online environment and call for a more nuanced methodological approach to different forms of online political expression.     

How the world's top universities provide dialogic forums for marginalized voices

Viewed through the lens of the dialogic theory of public relations, this study examines if universities use new media tools and how the world's top universities use Facebook as an interactive forum that give voice to key stakeholders. With the declining economy and limited access to resources, it is important to know how organizations utilize Web-based tools to build and maintain relationships at national and global levels. Because prior research found that users had negative feelings about lack of dialogue on college websites, it is also important to know whether universities are tapping into the dialogic potential. The content analyses of the websites and Facebook platforms show that more than half of the universities have Facebook pages. The results also show that users cannot post content or photos, or participate in discussions and wall posts. In essence, the voices of key stakeholders are being silenced via a media that is intended to provide open forums for dialogue.     

Changing Facebook profile pictures as part of a campaign: who does it and why?

People changing their Facebook profile picture in support of social and political campaigns has recently become relatively common, particularly among young people. The current study presents an analysis of young people who change their profile picture and their motivations to do so. Using original data collected among less than 35 years old Facebook users (N?=?267), we find that besides the intensity of Facebook use, offline engagement in protest and boycotts has a significant and positive effect on the likelihood to change one's profile picture as part of a campaign. Hence, the opportunity for Facebook users to engage in politics by changing a profile picture to support a campaign seems to be seized more often by young people who are politically engaged offline than by those who are not. Among those who change their profile picture, raising awareness seems to be the primary motivation to do so. Identity formation is also a crucial motivation, in particular for profile pictures changes to support a political party and the marriage equality campaign.     

Building dialogic relationships through the world wide web

This article provides a theory-based, strategic framework to facilitate relationship building with publics through the World Wide Web. Although many essays on the Web have appeared in professional and technical periodicals, most treatments of the Web have lacked theoretical frameworks. Strategic communication on the World Wide Web can benefit from a consideration of dialogic communication.This article offers dialogic communication as a theoretical framework to guide relationship building between organizations and publics. Five strategies are provided for communication professionals use to create dialogic relationships with Internet publics.     

Engagement across three social media platforms: An exploratory study of a cause-related PR campaign

This study analyzed a social media campaign promoting child welfare to explore the associations among people's social media use, their engagement with different social media platforms (blog, Facebook page, Twitter account), and three intended behavioral outcomes (social media behavior, offline communication behavior, and helping behavior). An online survey of 73 participants shows that people's use of each social media platform was significantly related to their engagement with it at a bivariate level (when the other control variables were not considered). Social media use was also related to all three behavioral outcomes. Additionally, users’ engagement played a significant mediating role in the relationship between their social media use and their offline communication behavior.     

Developing the scale of presidential candidate's dialogic communication (PCDC) during the 2017 presidential campaign in South Korea

This study aims to develop and validate a measure of presidential candidates’ dialogic communication (PCDC) in political public relations. We conceptualized the construct of PCDC with two dialogic dimensions, voicing and listening, from the relational perspective. Through the scale development process, we conducted an online survey of 1,195 Korean participants during the Korean presidential campaign in February 2017. The results showed that the proposed two-dimensional PCDC scale with 12 items was statistically reliable and valid. The findings also revealed that voicing and listening were significantly associated with publics’ intention to support or oppose a candidate and their supportive or critical communication behavior regarding the candidate. Theoretical and strategic implications are further discussed.     

Facebook: A new communication strategy for non-profit organisations In Colombia

This study examines the use of Facebook by Colombian NPOs as a communication strategy. In turn, it also analyses the factors that influence the Facebook content published by such entities. Findings indicate that the use of social media is scarce, particularly pertaining to content related to fostering stakeholder involvement. Moreover, the factors “network activity”, “internationalisation” and “experience in social media” are significant predictors of the use of this tool as a channel for communication and dialogue.     

Social License to Operate in Crowdfunding Campaigns

Organizations and individuals need to engage their communities to gain the social license to operate (SLO). In crowdfunding, SLO is reflected in funding by the members of communities of interest around crowdfunding campaigns. Thus campaign creators’ success relies on obtaining SLO from their communities. This article examines how crowdfunding campaign creators engage their communities to gain and maintain SLO to secure funding for their campaigns. Content analysis of 68 successful and unsuccessful Kickstarter campaigns shows how successful campaign creators build their communities by the use of weak ties and have abundant relational and episodic engagement with their communities to obtain SLO. The results also show how successful campaign creators practice dialogic engagement to maintain their SLO over time. This study expands public relations to crowdfunding by framing crowdfunding as a community engagement practice and operationalizing SLO as tangible funding.     

Dialogic strategies and outcomes: An analysis of environmental advocacy groups’ Facebook profiles

Previous studies of advocacy groups’ Web sites suggest that the use of dialogic strategies could lead to greater dialogic communication. This study examined whether dialogic strategies utilized by environmental advocacy groups via their social networking profiles lead to greater dialogic engagement between organizations and visitors. This study offers the first examination of the relationship between the creation of an online space for dialogue and actual dialogic engagement by identifying and measuring six dialogic outcomes.     

Engaging publics in the mobile era: A study of Chinese charitable foundations’ use of WeChat

WeChat, the most widely used social mobile application nowadays in China, marks the advent of a mobile communication age that has reshaped Chinese people’s lifestyles. Understanding Chinese nonprofits’ communication performance on WeChat is a nascent field of study that calls for public relations scholars’ attention and investigation. By observing the most transparent Chinese charitable foundations, this study conducted a quantitative content analysis to examine their use of WeChat for dialogic communication with publics. Particularly, this study examined the dialogic features employed on the official WeChat accounts of these foundations as well as the public engagement functions fulfilled by their WeChat posts. The findings indicate that the dialogic potential of WeChat has not been fully utilized by the Chinese foundations. The official accounts have been relatively successful in fulfilling the provision of useful information toward interested publics, but most of them still have not created a dialogic loop with their audience. The WeChat posts primarily act as information sources but also perform the salient function of calling upon actions. In addition, certain communication strategies were identified in the posts to attract audience attention and to promote organizational activities, such as the incorporation of multimedia content and popular online events.     

Using Dialogic Principles on Websites

This research reports the results of the analysis of public benefit organization (PBO) websites as places for encouraging dialogic relationships with key members of the public. Using a modified Kent and Taylor's (1998) dialogic principle, we conducted a content analysis of 367 PBOs in Poland. The results suggest that analyzed organizations only marginally use the five principles of dialogic communication on their websites. The studies have identified only a few organizations, which have websites characterized as having a high level of dialogic potential. Websites usually contained only some elements, which gave them the appearance of a digital information brochure. In addition, the results indicate that website dialogic potential is significantly influenced by the amount of revenue and the extent of the organization. The higher the revenue and geographic service area, the greater the dialogic potential of websites is as well.     

Go viral on the Facebook! Interactions between candidates and followers on Facebook during the Hungarian general election campaign of 2014

The study addresses the question of what type of political content can trigger reactions from electoral candidates’ followers on Facebook. Citizens’ reactivity is increasingly important in contemporary political communication. The politicians’ posts can reach the wider public through the citizens’ public reactions. While we have extended knowledge about mass media reactivity, citizens’ political reactivity on social media is highly underexplored. This study is intended to fill this gap by examining what type of political content can trigger reaction from followers on politicians’ Facebook pages. The data contain 7048 Facebook posts by 183 single-member district candidates posted during the Hungarian general election campaign in 2014. The unit of analysis is the individual Facebook post, and the dependent variables are the numbers of likes, comments, and shares. The independent variables are the structural (text, picture, video, etc.) and substantial (content, emotional tone, etc.) characteristics of each post, after controlling for, inter alia, a general follower-activity score on politicians’ Facebook pages. Results showed that citizens are highly reactive to negative emotion-filled, text-using, personal, and activity-demanding posts. Virality is especially facilitated by memes, videos, negative contents and mobilizing posts, and posts containing a call for sharing.     

Social Media Newsrooms in public relations: A conceptual framework and corporate practices in three countries

The rise of social media in organizational settings has opened up new horizons for strategic communication. However, there are also drawbacks. Arguably the most important one is increased complexity. Many communication departments use a multitude of platforms ranging from corporate websites, campaign microsites and blogs to services like Facebook and Twitter to communicate with stakeholders. Social Media Newsrooms (SMNRs) have been introduced as instruments to reduce this complexity. The basic idea is straightforward: SMNRs aggregate social media content provided by the organization and/or thematic content about the organization and its key issues from several platforms in one place. Although SMNRs have been used in public relations practice around the world since the concept was first introduced in 2007, empirical evidence is still missing. This paper closes the research gap by (a) introducing SMNRs from a conceptual perspective based on a literature review, (b) exploring opportunities and challenges for strategic communication, (c) researching empirical manifestations and modes of usage by corporations in three major international markets (United States, United Kingdom, and Germany) based on a comprehensive content analysis of the 600 largest companies and 2045 affiliated brands and subsidiaries, and (d) explaining implications for the practice of public relations.     

When crowdsourcing in CSR leads to dialogic communication: The effects of trust and distrust

In this study, we explore the relationship between corporate social responsibility (CSR) crowdsourcing on dialogic communication considering trust/distrust as a moderator, as well as the role of dialogic communication in causing positive CSR and company evaluations. A 2 (crowdsourcing vs. non-crowdsourcing) × 2 (trust vs. distrust) between-subjects experiment was conducted using real company names. The results show that trust generated a higher perception of dialogic communication, CSR, and company evaluations than distrust. We also identify accessibility and grounding as the dialogic communication outcomes induced by crowdsourced CSR. A moderated mediation test shows that crowdsourced CSR leads to positive evaluations only when conducted by a trusted company through accessibility/grounding. As expected, distrust nullified such mediation effects.     

Computer mediation vs. dialogic communication: How media affordances affect organization-public relationship building

The ontological conflict between computer mediation and dialogic communication—a normative ideal for ethical organization-public relationship building rooted in interpersonal literature—has attracted much scholarly attention, and in particular has generated the notion that mediated dialogue is a self-contradictory concept. In this study, we question this argument and provide empirical evidence by conducting a survey that links media channels’ affordances to their capability to carry organizations’ dialogic orientations. Results show that bandwidth and social presence affordances facilitate dialogic communication while anonymity slightly inhibits it, whether the communicative context is proactive or reactive. Social presence exerts the greatest impact on how publics perceive organizations’ dialogic orientations, and anonymity’s negative role was overstated by previous studies. Assessing media channels’ dialogic affordances, we found video conferencing and instant messaging to be the most dialogic channels for mediated organization-public communication.     

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%).     

How dialogic internal communication fosters employees’ safety behavior during the COVID-19 pandemic

As employees return to the workplace amidst the COVID-19 pandemic, ensuring safety and health at work remains a top priority for organizations. Grounded in dialogic theory and protection motivation theory, this study examines how dialogic communication, as a type of strategic internal communication, can encourage employees to engage in safety behaviors in the workplace during the COVID-19 pandemic via heightened efficacy and perceived threat. An online survey of full-time employees of different industries returning to the workplace during the COVID-19 pandemic is conducted. Results suggest that the communal relationship of employees with their organization, influenced by dialogic internal communication, fosters their efficacy and perceived threat of COVID-19 in the workplace, which in turn increases their safety behaviors. Theoretical and practical implications for public relations and internal communication studies are discussed.