Using Twitter as a means of coping with emotions and uncontrollable crises

The Scared, the Outraged, and the Anxious: How Crisis Emotions, Involvement, and Demographics Predict Publics’ Conative Coping

“…More recently, Brummette and Sisco (2015) studied how people used Twitter as a means of coping with emotions and uncontrollable crises, using the ICM model (Jin et al, 2007. They found that by analyzing stakeholder tweets organizations can gauge stakeholders' collective sentiment.…”

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

“…This suggests that a new power lies in the connected hands of stakeholders, whether customers or potential customers. For example, Bloch () and Brummette and Sisco () focused on how individuals could now challenge organizations in visible ways by creating, forwarding and consuming information online. Wigley and Zhang (:3), Aggergaard (:11), and Austin, Liu, and Jin (:201) analysed how people could use social media to shape the “public narrative” of a crisis and “fulfil [their] informational and emotional needs related to the crisis.” Last, some have highlighted the growing role played by social media users in shaping organizational reputations: Aula (:48) suggested that reputation is the aggregation of stakeholders’ shared interpretations of the organization (“ambient publicity”), and Pfeffer et al.…”

“…Therefore, social media change the ways in which organizations and stakeholders can communicate, and there is an expanding literature on the incorporation of social media into crisis management and communication. Several authors (Brummette & Sisco, ; Libaert, ; Ott & Theunissen, ) have implied that social media should be built into crisis planning. Weiner () called for the necessity to “satisfy the demands of today's information and media dynamic.” Booz Allen Hamilton issued a report () that concluded that the “new challenges” posed by social media required that they be “embedded in the corporate communication strategy,” while Veil et al.…”

“…This suggests that a new power lies in the connected hands of stakeholders, whether customers or potential customers. For example, Bloch (2012) and Brummette and Sisco (2015) focused on how individuals could now challenge organizations in visible ways by creating, forwarding and consuming information online. Wigley and Zhang (2011:3), Aggergaard (2015:11), and Austin, Liu, and Jin (2012:201) analysed how people could use social media to shape the "public narrative" of a crisis and "fulfil [their] informational and emotional needs related to the crisis."…”

“…In 2008, Gonzales-Herrero & Smith explained how the Internet could both trigger and facilitate crises, with significant implications for crisis management. Going further, various studies have explored the relationship between social media and corporate reputation (Aula, 2010;Pfeffer, Zorbach, & Carley, 2014); these paved the way for new studies centred on how to integrate social media into crisis planning (Brummette & Sisco, 2015;Libaert, 2015;Ott & Theunissen, 2014;Veil et al, 2011). Meanwhile, other studies have focused on online crisis communication and have initially suggested the relevance of conducting cognitive and emotional analyses of stakeholders' online behaviours (Schultz, Utz, & G€ oritz, 2011;Sweetser & Metzgar, 2007).…”