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Understanding the role of social media in incident crisis communication

Roshan, Mina, Warren, Matthew and Carr, Rodney 2013, Understanding the role of social media in incident crisis communication, in Proceedings of the 24th Australasian Conference on Information Systems, ACIS 2013, RMIT, Melbourne, Vic., pp. 1-9.

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Title Understanding the role of social media in incident crisis communication
Author(s) Roshan, Mina
Warren, Matthew
Carr, Rodney
Conference name Australasian Conference on Information Systems (24th : 2013 : Melbourne, Vic.)
Conference location Melbourne, Vic.
Conference dates 4-6 December 2013
Title of proceedings Proceedings of the 24th Australasian Conference on Information Systems, ACIS 2013
Editor(s) [unknown]
Publication date 2013
Conference series Australasian Conference on Information Systems
Start page 1
End page 9
Total pages 9
Publisher RMIT
Place of publication Melbourne, Vic.
Keyword(s) Social media
Response strategies
Incident/crisis communication
Summary How organisations communicate with their audience during an incident or crisis is important because it can adversely affect corporate reputation if mishandled. With the advent of social media, organisations have only a few "golden minutes" rather than "golden hours" to communicate with their audience as an incident/crisis unfolds. However, while social media usage by the general population is increasing rapidly, most organisations are not ready to manage incidents or crises via the use of social media. Theoretical knowledge is still lacking in this regard This study provides a conceptual fl·mnework for investigating how organisations communicate with their audience via social media during an incident or crisis and aims to identifY the  important factors relating to the use of social media in a negative situation.
Language eng
Field of Research 080699 Information Systems not elsewhere classified
Socio Economic Objective 890399 Information Services not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2013, ACIS
Persistent URL http://hdl.handle.net/10536/DRO/DU:30059973

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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.