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Following the discovery of horsemeat in beef products in Europe in 2013, restoring consumers' confidence in processed meat products as well as in all the agencies involved – producers, food safety authorities, retailers – soon became a key priority. However, the European public's confidence in processed meat products and their views about government and industry actions to manage fraudulent practices in the wake of this incident are poorly understood. The objective of this study was to identify the core issues affecting consumers' confidence in the food industry, particularly in the meat processing sector, and to explore the impact of the horsemeat incident on consumers' purchasing and eating behaviour. It involved the use of an online deliberation tool VIZZATA™ to collect detailed views of 61 consumers in the UK and the Republic of Ireland. Many participants reported buying fewer products containing processed meat as a result of the horsemeat incident. These respondents also claimed that their confidence in processed foods containing meat was lower than before the incident. Participants suggested restoring consumer confidence through improved traceability, sourcing local ingredients, providing clearer and correct labelling and stating the origin of meat on pack. Overall, findings indicate that rebuilding consumer confidence in processed meat products following a food adulteration episode is a multifaceted and difficult process. Food authorities and the food industry can benefit from the insights provided by this study to address issues affecting consumer confidence and to improve their communication strategies during future food adulteration incidents

The world of communication has changed significantly in the last decade as a result of the evolution of social media. Food crisis managers and communicators should be cognizant of the messages presented to the public by all media channels during a crisis. Using the 2008 Irish dioxin contamination incident as an example, a quantitative content analysis was carried out to investigate the relationship between social and traditional media. Messages published in printed newspapers (n = 141), blogs and forums (n = 107), and Twitter (n = 68) were analysed to investigate sourcing practice, story topic and use of tone. Results revealed that traditional media relied on diverse offline sources in reporting a wide range of topics. In comparison, social media responded faster and diminished faster, using offline and online media news messages as the primary sources in reporting very limited topics. No significant difference was found in the presence of negative tone across media.

Social media penetrated and brought new opportunities to food organizations' interactions with the public. Given the increasing use of social media by the public, food organizations need to explore such new opportunities for communication and research.

a b s t r a c tFor organisations that interface with a large audience (i.e. governments, businesses, consumer bodies, non-profits), there are expectations that engagement on social media can improve responsiveness. The paper develops a framework of social media engagement based on a case study with food governance and consumer organisations in the UK and Ireland. Application of the framework identifies three key capabilities that can frame the contribution of social media engagement in this context: (1) consistency in managing social interactions, (2) creating content to engage with specific audiences and (3) using social media as information sources to develop network alertness. Moving beyond simply characterising social media engagement in terms of the speed and volume of social interactions, this study contributes to a more systematic examination of the concept as an enabler of organisational responsiveness.