How publics react to crisis communication efforts Comparing crisis response reactions across sub-arenas
How publics react to crisis communication efforts Comparing crisis response reactions across sub-arenas
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DOI：
10.1108/jcom-03-2013-0015
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发表时间：
2014-01-01
影响因子：
3.1
通讯作者：
Holladay, Sherry Jean
中科院分区：
文献类型：
--
作者：
Coombs, W. Timothy;Holladay, Sherry Jean
目的-本文的目的是为检查利益相关者对各种社交媒体渠道中的危机沟通信息的反应提供一个基本原理和框架。利益相关者可以通过进入更大的修辞舞台的各个子舞台而成为危机传播者。提出了子舞台的概念，并通过案例分析说明了在危机中检查利益相关者危机传播者的应用和价值。设计/方法/方法-内容分析用于评估发布在Livestrong博客和赫芬顿邮报在线新闻网站上的公开社交媒体信息。研究结果-该论文表明，监测利益相关者的反应可以揭示个人如何在社交媒体信息中充当危机沟通，可以作为组织危机应对有效性的晴雨表。由于组织社会媒体中支持性利益相关者的影响，考虑到检查多个子领域的重要性。研究局限性/影响-在持续数月的危机中，仅使用一种危机应对方法分析了两个子领域。实际影响-本文包括对来自支持性利益相关者和中立子领域的社交媒体信息进行审查的影响。结果提供了组织危机应对有效性的指标，以及社交媒体上的利益相关者信息如何有助于或破坏危机应对。原创性/价值-本文展示了监控社交媒体评论的价值，以衡量对组织危机反应的反应，并展示了利益相关者如何发挥非正式危机管理者的作用。本文还开始讨论了子领域的价值和概念。
Purpose - The purpose of this paper is to provide a rationale and framework for examining stakeholder reactions to crisis communication messages in various social media channels.Stakeholders can become crisis communications by entering various sub- arenas of the larger rhetorical arena. The concept of sub-arena is presented and a case analysis used to illustrate the application and value of examining stakeholder crisis communicators during a crisis.Design/methodology/approach - Content analysis was used to evaluate publicly available social media messages posted on the Livestrong blog and the Huffington Post online news site.Findings - The paper demonstrates that monitoring reactions of stakeholders can reveal how individuals can act as crisis communications in social media messages can serve as barometers the effectiveness of an organization's crisis response. The importance of examining multiple sub- arenas is considered due to the influence of supportive stakeholders in organizational social media.Research limitations/implications - Only two sub-arenas were analyzed using one crisis response during a crisis that extended over a number of months.Practical implications - The paper includes implications for the examination of social media messages from supportive stakeholder and neutral sub-arenas. The results provide indicators of the effectiveness of an organization's crisis response and how stakeholder messages in social media may contribute to or undermine the crisis response.Originality/value - This paper demonstrates the value of monitoring social media comments to gauge reactions to organizational crisis responses and demonstrates how stakeholders can function as informal crisis managers. It also begins the discussion of the value and conceptualization of sub-arenas.