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Understanding the use of social media by organisations for crisis communication

Roshan, Mina, Warren, Matthew and Carr, Rodney 2016, Understanding the use of social media by organisations for crisis communication, Computers in human behavior, vol. 63, pp. 350-361, doi: 10.1016/j.chb.2016.05.016.

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Title Understanding the use of social media by organisations for crisis communication
Author(s) Roshan, Mina
Warren, Matthew
Carr, Rodney
Journal name Computers in human behavior
Volume number 63
Start page 350
End page 361
Total pages 12
Publisher Elsevier
Place of publication Amsterdam, The Netherlands
Publication date 2016-10
ISSN 0747-5632
Keyword(s) social media
crisis management
crisis communication
crisis response strategy
Summary Many businesses have commenced using social media for crisis communication with stakeholders. However there is little guidance in literature to assist organisational crisis managers with the selection of an appropriate crisis response strategy. Traditional theories on crisis communication may not adequately represent the social media context. This study took a qualitative approach and explored organisational use of social media for crisis communication at seventeen large Australian organisations. An analysis of 15,650 Facebook and Twitter messages was conducted, drawing on the lens of Situational Crisis Communication Theory (SCCT) (Coombs & Holladay, 2002). Findings suggested that when large Australian organisations responded to crises via social media, they lacked an awareness of the potential of social media for crisis communication. Organisations often did not respond to stakeholder messages or selected crisis response strategies that may increase reputational risk. The paper contributes important understandings of organisational social media use for crisis communication. It also assists crisis managers by providing six crisis response positions and a taxonomy of social media crisis messages that stakeholders may send to organisations. Key implications are discussed.
Language eng
DOI 10.1016/j.chb.2016.05.016
Field of Research 080606 Global Information Systems
0806 Information Systems
1701 Psychology
1702 Cognitive Science
Socio Economic Objective 890301 Electronic Information Storage and Retrieval Services
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2016, Elsevier
Persistent URL http://hdl.handle.net/10536/DRO/DU:30084636

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Created: Mon, 04 Jul 2016, 11:28:08 EST

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