A Social Networks Approach to Public Relations on Twitter: Social Mediators and Mediated Public Relations

This study proposes theoretical and practical frameworks to systematically examine mediated public relations in social media spaces. We applied a social network conceptual framework to identify and characterize social mediators that connect the US State Department with its international public. The results showed that social mediators vary in terms of their formality and interdependence. Formal social mediators were primarily US government agencies while informal social mediators were nongovernmental organizations (NGOs) and individuals. Notably, relationships with populations in the Middle East and North Africa were mediated primarily by informal actors, and formal mediators played a key role in connecting the public with everywhere else in the world. Government-related formal mediators and informal social mediators showed similar levels of bilateral relationships. In contrast, news media, the most traditional public relations mediators, were rarely found as social mediators and demonstrated the most unilateral relationships.