Using Social Media in Times of Crisis

Schroeder, Ashley; Pennington‐Gray, Lori; Donohoe, Holly; Kiousis, Spiro

doi:10.1080/10548408.2013.751271

Cited by 90 publications

(67 citation statements)

References 40 publications

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“…This suggests that it is valuable to add more self-service devices to hotel room services. Schroeder et al (2013) analyze the use of social media during a crisis. Their results demonstrate a IJCHM 26,5 low level of smartphone use during health-related crises for international tourists, while crime, disease, physical crises, equipment failure, weather, cultural barriers and political problems drive them to use social media to seek information which will help them solve the problem.…”

Section: Technology Adoptionmentioning

confidence: 99%

Progress on information and communication technologies in hospitality and tourism

Law

Buhalis

Çobanoğlu

2014

International Journal of Contemporary Hospitality Management

563

404

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to establish the progress of information and communication technology (ICT) based on a review of papers published in tourism and hospitality journals between 2009 and 2013. Design/methodology/approach -Based on three major databases, 107 journal papers were retrieved and reviewed. The papers were grouped into two major categories, consumer and supplier, which generally comprise the key players in the industries. Findings -A content analysis showed that hospitality and tourism industries use ICT in different functional units and for different applications. This, in turn, indicates their wide adoption in the industry. Industrial implications are discussed. Practical implications -On the basis of the content analysis, industry practitioners can learn about up-to-date practices and decide how to take advantage of recent technological developments. Originality/value -A major contribution of this paper is the comprehensive review of recently published papers in tourism and hospitality journals from the perspectives of consumer and supplier.

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Section: Technology Adoptionmentioning

confidence: 99%

Progress on information and communication technologies in hospitality and tourism

Law

Buhalis

Çobanoğlu

2014

International Journal of Contemporary Hospitality Management

563

404

View full text Add to dashboard Cite

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“…Thus, the role of social media in a crisis event should not be ignored (Cheng et al, 2016). Currently, the research on crisis events and social media mainly focuses on demographic characteristics of social media users (Sutton, Palen, & Shklovski, 2008), how crisis information spreads (Paraskevas et al, 2013), and crisis management (Schroeder et al, 2013). Specifically for crisis management, the management after the crisis is of the most concern, such as the image repairing of tourism destinations on social media (e.g.…”

Section: Crisis Communication On Social Mediamentioning

confidence: 99%

“…It is acknowledged that social media plays an important role when crisis events break out (Schroeder, Pennington-Gray, Donohoe, & Kiousis, 2013). The multi-way communication channels and high interaction features inherent to social media (Kietzmann, Hermkens, McCarthy, & Silvestre, 2011;Lotan et al, 2011) enable it not only to be an important information source and method of dissemination (Starbird et al, 2015), but also to provide an open and free space for the public (Dong, Liang, & He, 2016), which boycottdaroused the author's attention.…”

Section: Introductionmentioning

confidence: 99%

“I will never go to Hong Kong again!” How the secondary crisis communication of “Occupy Central” on Weibo shifted to a tourism boycott

2017

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“…Social media have significantly changed crisis communication practices (Schroeder et al, 2013). With social media, hospitality organizations can communicate directly with their stakeholders during times of crisis and hospitality practitioners have the ability to detect and avert potential crises, monitor public discourse and understand public perceptions.…”

Section: Crisis Communication On Social Mediamentioning

confidence: 99%

Using situational crisis communication theory to understand Orlando hotels’ Twitter response to three crises in the summer of 2016

Barbe

Pennington‐Gray

2018

JHTI

Self Cite

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Purpose The purpose of this paper is to assess the crisis communication strategies implemented by hotel and lodging organizations via social media. Specifically, this study analyzed Twitter content by hotels in Orlando, Florida during the summer of 2016 when several crises occurred that made global media coverage, including the alligator snatching on Disney property, the mass shooting at Pulse nightclub and growing concerns of Zika virus. Design/methodology/approach To understand crisis communication in the hotel industry, this study was guided by the technology-environment-organization framework and situational crisis communication theory (SCCT). Twitter content between June 1 and August 31, 2016 from Orlando hotels was collected and content analyzed to determine: was the message related to the crisis event, the SCCT strategy used and the influence of hotel organizational factors (ownership, size, classification) on the use of social media for crisis communication. Findings Results indicate that most hotels are not currently using Twitter as a form of crisis communication. Only the shooting at Pulse Nightclub was communicated and the SCCT bolster strategy was used throughout each of the crisis-related message, reminding stakeholders that they too are a victim. Originality/value This study provides insight into the ways hotels are using social media for crisis communication. Each crisis explored was different, and while the hotels were not responsible for creating the crises, they are responsible for the safety of guests. These results inform hoteliers that there is a responsibility to communicate during a crisis, particularly for informative purposes.

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Using Social Media in Times of Crisis

Cited by 90 publications

References 40 publications

Progress on information and communication technologies in hospitality and tourism

Progress on information and communication technologies in hospitality and tourism

“I will never go to Hong Kong again!” How the secondary crisis communication of “Occupy Central” on Weibo shifted to a tourism boycott

Using situational crisis communication theory to understand Orlando hotels’ Twitter response to three crises in the summer of 2016

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