Social media crisis communication: Enhancing a discourse of renewal through dialogic content

Plessis, Charmaine Du

doi:10.1016/j.pubrev.2018.10.003

Cited by 53 publications

(39 citation statements)

References 37 publications

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“…Moreover, dialogic communication theory is used to increase stakeholders' relationships during and after crisis [121]. On the other hand, [122] extends the agenda building theory to know the influence of PR and media on the online public.…”

Section: Q3 What Are the Related Crisis Communication Theoreticalmentioning

confidence: 99%

“…The study in [90], [112], [121] are the three studies that investigated the impact of interactions of various stakeholders involved in crisis communication. [112] used a general structural path model to understand the organisational stakeholder relationship during normal times and in crisis times.…”

Section: ) Open Issues and Challengesmentioning

confidence: 99%

“…The study provides an insight into how relationships change when an organisation is under pressure. [121] on the other hand used dialogic communication theory to increase the stakeholder's relationship during and after a crisis, added that the dialogic content should be open, responsive, transparent, interactive and the content should aim to support and build a relationship and advance the renewal of reputation. While [90] network theory identified actors involved in an issue arena.…”

Section: ) Open Issues and Challengesmentioning

confidence: 99%

“…While [90] network theory identified actors involved in an issue arena. It is therefore understood that [112] study focused on the relationship between all stakeholders involved in crisis communication while [121] study focused on analysing content to understand which can support and build a relationship. Although, [90] identifies the relationship between authors and topics and addressed actors during a public health crisis communication, none of the studies enable the construction of a static relationship between social media, citizens, crisis communication and crisis that represent the nature of socialmediated crisis communication and the nature of the context of organisational crisis communication and public.…”

Section: ) Open Issues and Challengesmentioning

confidence: 99%

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Crisis Informatics in the Context of Social Media Crisis Communication: Theoretical Models, Taxonomy, and Open Issues

et al. 2020

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The involvement application and use of crisis and emergency management and communication are increasing rapidly. This study conducts a systematic literature review to identify the development of theoretical models in the area of social media crisis communication and management. The study aims to review and analyse the relationship of social media-based crisis communication in the context of crisis informatics and its taxonomy and the related crisis communication theoretical models to derive the challenges and limitations. A total of 207 articles were selected for the evaluation based on quality, relevancy, and contribution. The findings revealed that the situational crisis communication theory (SCCT) is the most dominant theory, followed by social-mediated crisis communication (SMCC) and integrated crisis mapping (ICM) models. The study identified theories such as the STREMII model, social media crisis management matrix/framework (SMSMF), and an interactive crisis communication model (ICCM) as emerging models. Moreover, the result of the finding shows that stakeholder interaction is an understudied field, while information reliability and processing for decision-making purposes, the wider application of social media sites, privacy issues, and how social media interaction can improve community resilience or build stakeholders relationships remain suitable topics for future research.

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Section: Q3 What Are the Related Crisis Communication Theoreticalmentioning

confidence: 99%

Section: ) Open Issues and Challengesmentioning

confidence: 99%

Section: ) Open Issues and Challengesmentioning

confidence: 99%

Section: ) Open Issues and Challengesmentioning

confidence: 99%

See 2 more Smart Citations

Crisis Informatics in the Context of Social Media Crisis Communication: Theoretical Models, Taxonomy, and Open Issues

et al. 2020

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“…The concept has also been deemed useful in the examination of different public relations domains. These include employee relations (Lemon and Palencharb, 2018), community engagement (Johnston and Lane, 2019; Yudarwati, 2019), consumer and brand engagement (Brubaker and Wilson, 2018), corporate social responsibility (Dhanesh and Duthler, 2019), and crisis management (Du Plessis, 2018; Smith et al, 2018). But the domain where engagement has been the most used is research on online public relations (Tsaia and Menb, 2018).…”

Section: Engagement: the “New” Foundational Paradigmmentioning

confidence: 99%

Online engagement as a multimodal discursive practice: The case of Dubai Cares’ Facebook page

Moussa

Benmessaoud

2020

Public Relations Inquiry

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The paper examines the role of social media platforms in public relations engagement, focusing on the case of a leading non-profit organization in the UAE, namely Dubai Cares. Drawing on multimodal critical discourse analysis (MCDA), the paper analyses the textual, paratextual, and visual modes of communication deployed by the organization, and investigates their role as (multimodal) discursive practices in constructing engagement and shaping power relations between the organizations and its publics. A key finding of the paper is that Dubai Cares’ online public relations efforts to promote its international recognition and legitimacy often come at the expense of addressing multiple power differentials between the organization and its stakeholders. The paper demonstrates how approaching engagement as a multimodal discourse, where power relations are at play, helps transcend the limitations of instrumental interpretations of the notion of engagement, thus obscuring its inherent discursive and social dimension.

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Discourse of Renewal

Pyle¹,

Fuller²,

Ulmer³

2020

The Handbook of Applied Communication Research

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Social media crisis communication: Enhancing a discourse of renewal through dialogic content

Cited by 53 publications

References 37 publications

Crisis Informatics in the Context of Social Media Crisis Communication: Theoretical Models, Taxonomy, and Open Issues

Crisis Informatics in the Context of Social Media Crisis Communication: Theoretical Models, Taxonomy, and Open Issues

Online engagement as a multimodal discursive practice: The case of Dubai Cares’ Facebook page

Discourse of Renewal

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