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.
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
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