“Why am I to blame when the law is on my side?” A study of crises, public opinion and frames

Abstract

2015),"The Montalbano effect: re-branding Sicily as a tourist destination?", On the Horizon, Vol. 23 Iss 4 pp. 342-351 http:// dx.Access to this document was granted through an Emerald subscription provided by emerald-srm:305060 [] For AuthorsIf 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 discuss why social media frames may exert substantial influence on the image of organisations and even trigger organisational crises. Design/methodology/approach -The study applies the theoretical approaches of crisis, framing and stakeholder theory to examine social media constructions of organisational behaviour. A recent case from the Danish restaurant industry exemplifies the structuring of social media frames and their impact on organisational image. Findings -The results of the study confirm the findings of previous studies but with the crucial addition that the power of social media frames is closely connected to their drawing on basic cultural and social beliefs that unite stakeholders across potentially different interests and identities.Research limitations/implications -The study is qualitative and applies a small dataset. To confirm the findings, further studies need to be conducted. Social implications -This paper sheds light on an issue which continues to be highly relevant for organisations. By gaining insight into the conceptual nature of frames and stakeholder motivations, which guide social-media entries, they may be better equipped for meeting the demands of the public and thus for preventing crises. Originality/value -This is a field of research that continues to develop concurrently with the development and spread of social media. By analysing in detail how frames are constructed, the study contributes to research in the field.

Introduction

“…This strategic use of frames in communication has been researched in discourse studies (Tannen 1993, Ensink andSauer 2003), and is further developed in this volume with new research evidence. Holmgreen (Holmgreen 2015 and in this volume), for instance, studies the resilience of public frames to news media frames during public disputes, which demonstrates the conceptual grounding of the framing effect.…”

“We’re Not Proud of the Cases We’ve Been Involved in”: Crisis Resolution on Facebook Using Conversational Human Voice

“…However, as has been demonstrated in later empirical research, identifying something as a crisis is sometimes difficult and may happen too late, leading to 7 unsuitable and even damaging response strategies. This suggests that crisis typologies can only function as general guidelines to the identification and handling of crises (Holmgreen, 2015). Part of the reason for this may be found in the fact that contextual factors play a decisive role in determining when and how something becomes a crisis according to stakeholders, just as the channels through which crisis communication takes place influence the attributions stakeholders assign to the organisation (cf.…”

Organizational and Corporate Identity on Social Media: A Literature Review

“…The positive nature of corporate image was mentioned in studies in relation to the rapidity of information sharing (Holmgreen, 2015;Joachim et al, 2018), as well as the ability of social media to help organizations to maintain and protect a strong reputation (Oliveira & Figueira, 2015). Thus, for example, the research conducted on the whole population of Higher Polytechnic Portuguese Education Institutions revealed that it is important to invest heavily in communicating corporate identity via social media in order to create and maintain a positive corporate image, both internally and externally (Oliveira & Figueira, 2015).…”