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Understanding the role of social media in incident crisis communication

conference contribution
posted on 2013-01-01, 00:00 authored by M Roshan, Matthew Warren, R Carr
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.

History

Event

Australasian Conference on Information Systems (24th : 2013 : Melbourne, Vic.)

Pagination

1 - 9

Publisher

RMIT

Location

Melbourne, Vic.

Place of publication

Melbourne, Vic.

Start date

2013-12-04

End date

2013-12-06

Language

eng

Publication classification

E1 Full written paper - refereed

Copyright notice

2013, ACIS

Title of proceedings

Proceedings of the 24th Australasian Conference on Information Systems, ACIS 2013

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