Intention to comply with crisis messages communicated via social media

Freberg, Karen

doi:10.1016/j.pubrev.2012.01.008

Cited by 128 publications

(78 citation statements)

References 13 publications

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“…Confirmed organizational and governmental sources (such as the Environment Protection Agency) appear more trustworthy and thus have more impact than user-generated content (Freberg, 2012). Coombs and Holladay (2012) agree that credible sources have an effective role in crisis communication.…”

Section: Response Strategies and Crisis Communicationmentioning

confidence: 99%

“…The ability of an organization to monitor, understand and influence the fast evolving discussion threads in social media will be put to the test, while the organization attempts to update its messages to its social media profiles in order to reach various audience segments (Freberg, 2012). By monitoring social networks in suitable ways, organizations can reduce the reputational damages (Denis et al, 2014).…”

Section: Response Strategies and Crisis Communicationmentioning

confidence: 99%

“…Nadeem (2012) argues that the top priority for a CEO is to approach all customers in a crisis situation Nowadays, the public begins to absorb news and information from social media in a crisis situation, as mentioned above. Users also seek confirmation from a reliable source of information, such as authorities and official organizations (Freberg, 2012). Therefore, various official social media accounts, such as Twitter and Facebook accounts of organizations are worth investigating.…”

Section: Communication Managementmentioning

confidence: 99%

See 2 more Smart Citations

Volkswagen Emission Crisis – Managing Stakeholder Relations on the Web

Zhang

Veijalainen

Kotkov

2016

Proceedings of the 12th International Conference on Web Information Systems and Technologies

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Abstract:Organizations establish their own profiles at social media sites to publish pertinent information to customers and other stakeholders. During a long and severe crisis, multiple issues may emerge in media interaction. Positive responses and prompt interaction from the official account of e.g. a car manufacturer creates clarity and reduces anxiety among stakeholders. This research targets the Volkswagen 2015 emission scandal that became public on Sept. 18, 2015. We report its main phases over time based on public web information. To better understand the online interaction and reactions of the company, we scrutinized what information was published on VW's official web sites, Facebook, and Twitter profiles and how the image of the company developed over time among various stakeholders. To investigate this, Twitter and Facebook data sets were collected, cleaned, and analysed. We also compared this crisis in several respects with the Toyota recall crisis in 2010-2011 that was caused by sticking accelerator pedals and floor mats, as well as the GM crisis in 2014 that was caused by faulty ignition switches. Further we compare our findings with the Malaysian airline crisis that was caused by the disappeared flight MH370 and downed MH14.

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Section: Response Strategies and Crisis Communicationmentioning

confidence: 99%

Section: Response Strategies and Crisis Communicationmentioning

confidence: 99%

Section: Communication Managementmentioning

confidence: 99%

See 1 more Smart Citation

Volkswagen Emission Crisis – Managing Stakeholder Relations on the Web

Zhang

Veijalainen

Kotkov

2016

Proceedings of the 12th International Conference on Web Information Systems and Technologies

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“…Approximately one in four respondents reported using at least one form of social media for food recall information in the last 12 months, suggesting a great potential of social media for consumer response to food risks (Freberg, 2012;Gaspar et al, 2014;Rutsaert et al, 2013). Popularity varied across specific social media tools: SNSs were the most popular, followed by newsletters, listervs, or email alerts, whereas RSS feeds and micro-blogs were used least often.…”

Section: Summary Of the Us Findingsmentioning

confidence: 99%

“…Social media are of particular significance in advancing research and practice in this field (Freberg, 2012;Gaspar et al, 2014;Jeong, Lee, Baek, & Shin, 2012;Kuttschreuter et al, 2014;Rutsaert et al, 2013). Social media is the collective of online applications that enable users to seek, generate, and/or share information (Kaplan & Haenlein, 2010).…”

mentioning

confidence: 99%

Consumer use of social media for food risk information: Survey findings in the United States and implications for the Korean context

Shim¹

2016

Korean Journal of Health Education and Promotion

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Objectives: This study aimed (1) to share findings from the U.S. on customer use of social media for information seeking and sharing about food recall risks, and (2) to discuss the implications of the findings for the context of food safety and risk communication in Korea. Methods: A cross-sectional survey was conducted with 1,026 social media users aged 18 years or older in the U.S., recruited from the Knowledge Network's nationally representative panel. Results: About 26 percent of respondents used social media either to seek or share food recall information in the past year, with social networking sites being the most popular tool. With respect to social media use for information seeking, being married, perceived risk of getting foodborne diseases, and trust in Internet were significant, positive predictors; being Whites and trust in health professionals were negative predictors. Social media use for information sharing was positively associated with education, being married, foodborne disease history, and perceived risk of foodborne diseases; Whites, income, and trust in health professionals were negative predictors. Conclusions: The study gives theoretical, methodological, and practical implications for the context of food safety and risks in Korea.

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The Future Role of Social Media in International Crisis Communication

Valentini¹,

Kruckeberg²

2016

The Handbook of International Crisis Communication Research

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Intention to comply with crisis messages communicated via social media

Cited by 128 publications

References 13 publications

Volkswagen Emission Crisis – Managing Stakeholder Relations on the Web

Volkswagen Emission Crisis – Managing Stakeholder Relations on the Web

Consumer use of social media for food risk information: Survey findings in the United States and implications for the Korean context

The Future Role of Social Media in International Crisis Communication

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