Defining the characteristics of a lingering crisis: Lessons from the National Zoo

This article begins to define the characteristics of a new type of organizational crisis—a “lingering crisis.” A qualitative case study involving the National Zoo indicated that a lingering crisis may involve (1) multiple events occurring over an extended timeframe; (2) intense media scrutiny; (3) escalating involvement of external organizations, including watchdog/regulatory/oversight agencies; (4) incongruent organizational messages and stakeholder perceptions; (5) external/internal charges of organizational deception; (6) insufficient organizational responses to stakeholder concerns; (7) organizational failure to address leadership responsibility for crisis.     

Public expectations of crisis outcomes in the social media era in China: A communication-mediated psychological mechanism

This study theoretically and empirically identifies a new typology of Chinese publics’ normative expectations of crisis outcomes. It classifies the concept into three culturally relevant dimensions—public expectations of (a) organizational accommodative responses (i.e., how an in-crisis organization should respond), (b) punishment of the organization (i.e., how publics collectively should respond), and (c) government intervention (i.e., how government should respond) for desirable crisis outcomes. Using an online survey of the Beijing public, this study investigates the degree to which information seeking and online expression mediate relationships between crisis blame and the three types of expectations. The study finds that as the level of crisis blame increases, active information seekers expect more regarding organizational accommodation and government intervention, whereas active expressers expect stronger punishments of the organization and less government intervention in China.     

The great automobile race of 1908 as a public relations phenomenon: Lessons from the past

The 1908 Great Race from New York to Paris captured the imagination of the world as intrepid competitors endured the hardships of the around the world race. The New York Times, its co-sponsor and source of the publicity, was in a unique position to practice media relations. Framing research was used to examine how the New York Times used strategic communication to build interest in the race to sell more newspapers and to allow automobile manufactures to broaden their markets. Media frames used to generate interest provide insight into strategies for influencing behavior through a controlled form of media relations.     

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.     

Real social analytics: A contribution towards a phenomenology of a digital world

This article argues against the assumption that agency and reflexivity disappear in an age of ‘algorithmic power’ (Lash 2007). Following the suggestions of Beer (2009), it proposes that, far from disappearing, new forms of agency and reflexivity around the embedding in everyday practice of not only algorithms but also analytics more broadly are emerging, as social actors continue to pursue their social ends but mediated through digital interfaces: this is the consequence of many social actors now needing their digital presence, regardless of whether they want this, to be measured and counted. The article proposes ‘social analytics’ as a new topic for sociology: the sociological study of social actors’ uses of analytics not for the sake of measurement itself (or to make profit from measurement) but in order to fulfil better their social ends through an enhancement of their digital presence. The article places social analytics in the context of earlier debates about categorization, algorithmic power, and self‐presentation online, and describes in detail a case study with a UK community organization which generated the social analytics approach. The article concludes with reflections on the implications of this approach for further sociological fieldwork in a digital world.     

Disability citizenship and digital capital: the case of engagement with a social enterprise telco

ABSTRACT

This paper uses as its base a key initiative involving a not-for-profit organisation (NPO), government start-up funding and a social enterprise which evolved through three phases. The purpose of the initiative was the development of a smart phone technology platform for people with disability. The paper’s purpose is to answer questions about the ways in which the mobile technology, seen here as assistive technologies, supported the development of disability citizenship and active citizenship. Data were collected through in-depth interviews conducted at three points in the 13-week programme during which participants with disability received customised support for their phone and training in its use, at no cost. Fifteen participants volunteered to take part in the research project, along with their significant other and service provider. Key themes were identified in the preliminary analysis. Exploring these using Ragnedda’s ([2017]. The third digital divide: A Weberian approach to digital inequalities. Abingdon: Routledge) three levels of digital divide, and Wilson’s ([2006]. The information revolution and developing countries. Cambridge, MA: MIT Press) categories of access allowed a series of philosophical, ethical and human services management questions to emerge, challenging the optimism with which the digital economy is presented as a solution to issues of inequality. Although the mobile technologies were very successful as assistive technologies for some participants, the findings reinforced the potential for such technologies to further entrench aspects of social exclusion. They also identified ways in which the shift in the role of the NPO to social entrepreneurship, and its relationships with government and private enterprise, had the potential to undermine the exercise of disability citizenship by turning participants into consumers.     

Rurality discourses and the role of the social enterprise in regenerating rural Scotland

Social enterprises are businesses with primarily social objectives that reinvest their surplus in the community rather than seeking to maximise profit for shareholders. However, there is a debate regarding the drivers and the role of the social enterprise, the outcome of which is expected to have serious implications for the future of the institution [Brady, C., 2003. Social Enterprise development and the Role of the Social Economy in Scotland. CBS Network, Edinburgh]. A ‘reformist’ view supports the position that social enterprises are simple extensions of existing economic systems, whereas a ‘radical’ stance sees them as the embodiment of an alternative vision of running local economies. Development Trusts (DTs) are social enterprises that focus on community regeneration. Our research explored DT stakeholder views regarding the role of DTs in regenerating rural Scotland. Using Q methodology [Barry, J., Proops, J., 1999. Seeking sustainability discourses with Q methodology. Ecological Economics, 28, 337–345], we drew on ‘rurality’ discourses [Frouws, J., 1998. The contested redefinition of the countryside. An analysis of rural discourses in The Netherlands. Sociologia Ruralis 38(1), 54–68] expressed by DT stakeholders in order to investigate how these discourses informed their views. Radical positions were mostly associated with a hedonist rurality discourse and were split into three sub-discourses, whereas reformist positions mostly reflected a utilitarian rurality discourse. There was consensus between discourses in rejecting a primary DT contribution to rural regeneration by substituting state and local authority functions in rural Scotland. Results suggest that stakeholders prefer that DTs develop their own agendas and activity rather than try to substitute unsuccessful state or local authority provision of rural services. Social enterprise strategies and support policies promoting a service-providing role for DTs in rural Scotland should consider this issue if they are to avoid stakeholder objection and contribute to the success of DTs in becoming active vehicles of rural regeneration.     

Patterns of evolutions of social enterprises in France: a focus on work integration social enterprises

The objective of this paper is to characterize the patterns of emergence and evolution of social enterprise in France with a focus on work integration social enterprises (WISEs). After a review of the history of social and solidarity economy practices, identifying the processes that brought these practices to develop, we discuss the boundaries of the notion of social enterprise in the French case. We then briefly present the historical evolution of work integration. On that basis, two models of social enterprise applied to the case of work integration are extracted, crystallizing crucial tendencies. The limits and prospects of social enterprise in the field of work integration in France are discussed in the conclusion.     

Social enterprise as a bottom-up dynamic: part 1. The reaction of civil society to unmet social needs in Italy,Sweden and Japan

Over the past decades, social enterprises have been acknowledged as key welfare actors in several EU countries. In spite of the dramatic research devoted to exploring them, several issues concerning the definition, drivers and roles played by policies in sustaining social enterprise growth are still highly contested. Drawing on the papers published in this Monographic section, the introduction to this issue reconstructs the debate that has accompanied the emergence and development of social enterprises with a view to providing evidence of the advantages of collective participation for social enterprise emergence and growth. Next, the introduction pays attention to the factors that have led to the emergence and success of social enterprises as a form of self-organization of civil society; and briefly describes the papers included in this issue.     

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.     

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.     

Social media,empathy and interpersonal skills: social work students’ reflections in the digital era

ABSTRACT

This paper examines second-year social work students’ (n = 19) reflections on empathy as part of an interpersonal skills course at a regional university in Australia. Students were asked to consider their personal, online and classroom experiences, before responding to a reflective learning prompt: ‘Online communication is killing connection: (the Facebook Like symbol) does not equal empathy’. Qualitative analysis of their responses identified tensions between students’ engagement with social media and their developing understandings of empathy. Students reported an ease and confidence in the use of social media, but were also aware of the risks associated with perceived anonymity, shifting boundaries and an absence of audial and verbal cues in establishing context and quality of communication. Their reflections also suggested that the range of stimulus material used in the interpersonal skills course—including podcasts—had increased their social media awareness and their desire to improve their online interpersonal skills. The implications for professional and pedagogical objectives, as well as curriculum design are discussed.     

Positioning God as the ultimate frame of reference in politics and everyday life: an analysis of radio Zimbabwe texts during a time of crisis

ABSTRACT

In the early 1980s, former President Mugabe was a celebrated nationalist hero at home and abroad. Towards the end of the 1990s, in some sections, Mugabe’s popularity plummeted in the wake of occupations by war veterans of white-owned farms. In the face of strident criticisms, the Mugabe administration used, among other tactics, state-controlled stations like Radio Zimbabwe for rebutting the disparagements and accentuating their own ideological positions. Informed by framing theory, this article uses qualitative content analysis to examine how God was presented as the ultimate frame of reference to support the beleaguered leader and his political party on Radio Zimbabwe between March and April 2011. Radio Zimbabwe vindicated Mugabe and ZANU-PF’s support of the land occupations by framing the occupations as just appropriations of a God-given inheritance to black Zimbabweans. Mugabe’s presidency was presented on the station as unassailable by constituting him as God’s messenger to Zimbabweans. Considering the survival struggles associated with the political and economic crisis post 2000, Radio Zimbabwe listeners were encouraged to turn to God in a manner that served to give them hope and to deflate attention from a government that was failing to provide basic services for them.     

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.     

Negative public attitudes towards gambling: findings from the 2007 British Gambling Prevalence Survey using a new attitude scale

A new 14-item scale of general attitudes towards gambling (the Attitudes Towards Gambling Scale: ATGS) was developed for use in the 2007 British Gambling Prevalence Survey. The development of the scale is described. Based on the responses of a representative sample of 8880 people of 16 years of age or more, evidence is presented of good internal reliability and statistically significant associations with a range of socio-demographic, own and family gambling and lifestyle variables. Overall, and in all sub-groups except the heaviest gamblers, attitudes were found to be negative: more people believed that gambling is foolish and dangerous, and of greater harm than benefit to families, communities and society as a whole, than the reverse. The majority, however, were against prohibition of gambling. Public opinion appears to be out of line with the view of gambling in Britain that lay behind the 2005 Gambling Act. It will be of interest to see whether attitudes change in the forthcoming years. The ATGS is a suitable measure for use in future surveys in the UK and in other English speaking countries.     

The impact of the crisis on homelessness in Spain: social intervention in a context of greater need and fewer resources

The purpose of this article is to deepen the understanding of the impact of the social and economic crisis on homeless people in Spain. To this end we present the results of research carried out prior to the crisis and later updated in the midst of the economic recession, underscoring the main results obtained in both periods and tracing their evolution. The number of homeless people in Spain has risen as a result of the crisis. Moreover, while some characteristics of this group remain the same, others have changed. Hence, difficulties in access to the labour market and cuts in certain economic benefits are resulting in an increase in the duration of social inclusion processes. This results in a worsening of the personal situation of the homeless, especially in relation to mental illness and substance abuse. The immigrant population is the group most affected by these impacts. The situation clearly demonstrates the need to reflect on how to deal with the problem of homelessness in Spain, and to rethink the way professionals intervene, especially during periods of economic recession.     

Portrait of the Social Entrepreneur: Statistical Evidence from a US Panel

Social entrepreneurship is an increasingly important concept in the study of voluntary and nonprofit organizations. In spite of the growing recognition of this concept, little is known about what individual characteristics might describe or explain who in society is likely to be (or become) a social entrepreneur. This preliminary study empirically addresses this question using data from a United States online panel. Our results suggest that social entrepreneurs are likely to be female, non-white, younger, and college-educated individuals with some business experience and who live in big cities. Social entrepreneurs also tend to have more social capital, as measured by their activity in clubs and organizations other than work, and they are more likely to be happy, interested in politics, extroverted, giving (to charity), and liberal ideologically. Although exploratory, these findings help describe the social entrepreneur and suggest ways in which this important actor in civil society can be better identified, understood, and perhaps cultivated.     

The emergence of social enterprises through the initiative of self-organized citizens: an analysis starting from Olson's approach to the logic of collective action

This article provides indirect empirical evidence with which to verify whether the logic of collective action maintained by Olson represents a sound theoretical approach to social enterprises. Our hypothesis is that, if a positive effect of participation in social enterprises on pro-social attitudes of members exists, when considering these organizations we should move from the approach proposed by Olson to the one proposed by Putnam, in the Tocqueville tradition. Overall, the existing empirical and experimental evidence seems to suggest that Putnam's approach to voluntary organizations is better able than Olson's to capture the organizational behavior of social enterprises, confirming that initiatives by self-organized citizens should be considered a possible convincing explanation for their emergence.