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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. Attached Files Name Description MIMEType Size Downloads warren-understandingthe-2013.pdf Published version application/pdf 825.12KB 5 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 Document type: Conference Paper Collections: Deakin Graduate School of Business School of Information and Business Analytics Open Access Collection   Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. 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. Versions Version Filter Type Fri, 24 Jan 2014, 12:49:11 EST Tue, 28 Jan 2014, 07:57:15 EST Tue, 28 Jan 2014, 08:42:22 EST Tue, 28 Jan 2014, 14:14:24 EST Tue, 28 Jan 2014, 14:16:14 EST Tue, 11 Feb 2014, 10:22:04 EST Fri, 21 Feb 2014, 09:30:36 EST Filtered Full Access Statistics: 21 Abstract Views, 6 File Downloads  -  Detailed Statistics Created: Fri, 24 Jan 2014, 12:48:59 EST by Katrina Fleming

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.