Social media crisis management: Aligning corporate response strategies with stakeholders’ emotions online

Lambret, Clémence Vignal; Barki, Edgard

doi:10.1111/1468-5973.12198

Cited by 30 publications

(25 citation statements)

References 21 publications

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“…Lazarus and Folkman () argued that individuals cope with negative emotions through emotional venting and seeking social support (i.e., emotion‐focused coping). Following Lazarus and Folkman's () line of reasoning, to cope with the negative emotions related to disasters, publics may vent disaster‐related emotions on social media platforms (Choi & Lin, ; Vignal Lambret & Barki, ). Indeed, Brummette and Sisco () found that people vented emotions on Twitter to cope with emotions experienced in uncontrollable crises.…”

Section: Introductionmentioning

confidence: 99%

Understanding motivated publics during disasters: Examining message functions, frames, and styles of social media influentials and followers

Zhao

Zhan

Liu

2019

Contingencies & Crisis Mgmt

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There has been a growing body of research regarding how organizations and general publics communicate on social media during crises. Integrating the uses and gratifications perspective, the social‐mediated crisis communication model, and the framing approach, our study offers a consolidated framework explaining how and why motivated social media publics communicate during crises. Namely, we examined whether and how influentials and followers employed different message functions through communicative devices including frames and styles. A content analysis was conducted on 800 tweets sampled from influentials and followers discussing the 2017 Ariana Grande concert bombing disaster. Our results (N = 800) suggested that influentials and followers adopted distinct communicative functions on social media during the disaster. Influentials engaged in information sharing and support exchange, whereas followers engaged in opinion expression and emotional coping. Influentials and followers also adopted specific frames and styles to achieve these communicative functions. Our findings can help crisis communicators understand the needs, concerns, and communication features of different publics and construct effective messages to reach them.

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Section: Introductionmentioning

confidence: 99%

Understanding motivated publics during disasters: Examining message functions, frames, and styles of social media influentials and followers

Zhao

Zhan

Liu

2019

Contingencies & Crisis Mgmt

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“…Regarding crisis communication, Vignal Lambret and Barki (2018) analyzed how the emotions of online stakeholders can help companies face a crisis in social networks and, consequently, minimize the threat of reputation. These authors presented a crisis management matrix on social media and emphasized the need for flexible, stakeholder-focused approaches that can influence crisis development and resolution.…”

Section: Resultsmentioning

confidence: 99%

“…In times of corporate crisis, users consider the reputation of organizations more positive when they read positive and defensive comments than when they only read the news ( Hong and Cameron, 2017 ; Xu and Wu, 2017 ; Vignal Lambret and Barki, 2018 ), since they value the opinion of other users very much, more than that of the media. These data indicate that, during critical moments, organizations have to design strategies that generate engagement and encourage the most committed users and their stakeholders to come to their defense to preserve their reputation.…”

Section: Discussionmentioning

confidence: 99%

“…Facebook is by far the most analyzed social network in the most recent studies on neuromarketing applied to social networks. This social platform is the object of study in researches by Mauri et al (2011) , de Vries et al (2012) , Cvijikj and Michahelles (2013) , Goh et al (2013) , Meshi et al (2013) , Nelson-Field et al (2013) , Coviello et al (2014) , Hollebeek and Chen (2014) , Tandoc et al (2014) , Aguirre et al (2015) , Hudson et al (2015) , Kim et al (2015) , Lin and Utz (2015) , Khan et al (2016) , Lee and Hong (2016) , Marbach et al (2016) , Dessart (2017) , Hwong et al (2017) , Kim and Yang (2017) , Schultz (2017) , Swani and Milne (2017) , Swani et al (2017) , Wang et al (2017) , Turel et al (2018) , Vermeulen et al (2018) , Vignal Lambret and Barki (2018) , Muñoz-Leiva et al (2019) , Sion (2019) , and Smith and Seitz (2019) .…”

Section: Discussionmentioning

confidence: 99%

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Neuromarketing as an Emotional Connection Tool Between Organizations and Audiences in Social Networks. A Theoretical Review

2020

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Currently, there is an important debate on how social networks have affected relations between organizations and their audiences: originally complementary –since organizations had full control over the messages that they sent to users, who were mere consumers of information–, they are now symmetric –since users produce and disseminate information about organizations on a global scale through social media–. Therefore, one of the main concerns of organizations when investing in social networks is to connect with their target audience, to have virality, greater visibility and scope. Likewise, neuromarketing is gaining significant importance when it comes to predicting user behavior through biometric measurements, so it can be an essential tool for developing content that engages organizations and their audiences. The main objective of this work is to conduct a theoretical review of the main scientific research on the effectiveness of neuromarketing as a tool to improve the emotional connection between organizations and users in social networks. Thus, the scientific literature on the object under study available on the Web Of Science has been extensively reviewed. The results of the analysis of the main researches in this field reveal the importance of neuromarketing: some of them agree that the communicative effectiveness between organizations and audiences in social networks depends more on sociology and psychology than on technology itself. Neuromarketing has also allowed to demonstrate the relevance of the so-called social influence in social networks: users tend to imitate the behaviors of others, under the premise that these actions reflect the appropriate procedure. That is, when a user sees that others in their environment comment or share a post, they tend to replicate that action in order to avoid the fear of being the only one who behaves differently.

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“…There exist widespread biases and exaggerations in social media reports [64,65]. In the long run, relying heavily on social media in regulation may bring some serious consequences, such as the unscrupulous social media may pose a potentially unfair threat to the companies [66]. For example, if one of the platform companies adopts the ESI strategy, it is likely to suffer significant losses, due to false reports from social media with high-level IP.…”

Section: Futher Discussion About State 3 and Statementioning

confidence: 99%

Dynamic Evolution of Safety Regulation of the Ridesharing Industry under Social Media Participation

Sun

et al. 2020

Symmetry

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The emergence of ridesharing has spread against the background of the sharing economy. There have been a lot of controversies since the emergence of ridesharing, particularly regarding regulatory issues. The safety regulation of the ridesharing industry involves many parties, including governments, platform companies, and society at large. Currently, because of the influence of information asymmetry, it increases the uncertainty of governments’ regulation effect and the difficulty of making regulation measures. Meanwhile, social media, one of the most important forces of social regulation, has not paid enough attention to playing an appropriate role in the safety regulation of the ridesharing industry. Therefore, this study constructs an evolutionary game model between governments and platform companies that concerns the safety regulations of ridesharing passengers under social media participation. The influence path of social media is explored by model solution and numerical simulation. Our results indicate that social media participation has a positive impact on this safety regulation. Specifically, social media participation could reduce governments’ regulatory costs and encourage it to strictly regulate. The exposure of social media could bring losses to platform companies involved and promote platform companies’ investments in improving passengers’ safety. This study provides a decision basis for governments to introduce social media in the safety regulation of the ridesharing industry.

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Social media crisis management: Aligning corporate response strategies with stakeholders’ emotions online

Cited by 30 publications

References 21 publications

Understanding motivated publics during disasters: Examining message functions, frames, and styles of social media influentials and followers

Understanding motivated publics during disasters: Examining message functions, frames, and styles of social media influentials and followers

Neuromarketing as an Emotional Connection Tool Between Organizations and Audiences in Social Networks. A Theoretical Review

Dynamic Evolution of Safety Regulation of the Ridesharing Industry under Social Media Participation

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