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Eriksson, Mats
Publications (10 of 35) Show all publications
Eriksson, M. (2018). Lessons for Crisis Communication and Social media: A Systematic Review of What Reserach Tells to Practice. International Journal of Strategic Communication, 12(5), 526-551
Open this publication in new window or tab >>Lessons for Crisis Communication and Social media: A Systematic Review of What Reserach Tells to Practice
2018 (English)In: International Journal of Strategic Communication, ISSN 1553-118X, E-ISSN 1553-1198, Vol. 12, no 5, p. 526-551Article in journal (Refereed) Published
Abstract [en]

This study analyzes explicit pieces of advice for effective social media crisis communication given by researchers in various sub-disciplines of strategic communication. The themes are identified by a systematic content analysis of peer-reviewed journal articles and conference papers (n = 104) published between 2004 and 2017. Five overall thematic "lessons" are identified and critically discussed. These are that effective social media crisis communication is about: (1) exploiting social media’s potential to create dialogue and to choose the right message, source and timing; (2) performing pre-crisis work and developing an understanding of the social media logic; (3) using social media monitoring; (4) continuing to prioritize traditional media in crisis situations; and finally (5) just using social media in strategic crisis communication. These guidelines mainly emerged from quantitative research conducted in the context of the United Stated and on Twitter. There is need for more research focusing on other platforms and other empirical material. There is also a future need for an in-depth methodological discussion of how to further bridge the gap between research and practice on a global scale, and how to develop more evidence-based recommendations for strategic crisis communication practitioners.

Place, publisher, year, edition, pages
Lawrence Erlbaum Associates, 2018
Keywords
Crisis Communication, Social media, Crisis Management, Monitoring, Best Practice, Public Relations, Strategic Communication, Facebook, Twitter
National Category
Social Sciences Humanities and the Arts
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-68355 (URN)10.1080/1553118X.2018.1510405 (DOI)2-s2.0-85053063516 (Scopus ID)
Projects
Changing Media Changing Crises, Mittuniversitetet
Funder
Swedish Civil Contingencies Agency
Available from: 2018-08-07 Created: 2018-08-07 Last updated: 2018-12-03Bibliographically approved
Eriksson, M. & Olsson, E.-K. (2016). Facebook and Twitter in Crisis Communication: A Comparative Study of Crisis Communication Professionals and Citizens. Journal of Contingencies and Crisis Management, 24(4), 198-208
Open this publication in new window or tab >>Facebook and Twitter in Crisis Communication: A Comparative Study of Crisis Communication Professionals and Citizens
2016 (English)In: Journal of Contingencies and Crisis Management, ISSN 0966-0879, E-ISSN 1468-5973, Vol. 24, no 4, p. 198-208Article in journal (Refereed) Published
Abstract [en]

This mixed-methods study presents a comparative analysis of the use and perceived usefulness of Facebook and Twitter, among Swedish citizens and crisis communication professionals, as crisis communication tools and information sources. The use and per-ceived usefulness of Facebook and Twitter are not congruent and consistent betweenthe two different groups, according to the overall study. Communication professionals, for example, report higher levels of perceived usefulness regarding Facebook’s potential as a crisis communication tool than do the citizens. Taken together, the results show that researchers (within social media and crisis communication) and crisis managers both need to deal with the fact that social media is not a homogenous phenome non with a single coherent role in crisis management and communication research and practice.

Place, publisher, year, edition, pages
Wiley-Blackwell, 2016
Keywords
Crisis Communication, Crisis Management, Public Relations, Facebook, Twitter, Social Media
National Category
Media and Communications Economics and Business
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-50964 (URN)10.1111/1468-5973.12116 (DOI)000387793600001 ()2-s2.0-84978698516 (Scopus ID)
Funder
Swedish Civil Contingencies Agency
Available from: 2016-06-20 Created: 2016-06-20 Last updated: 2017-11-28Bibliographically approved
Olsson, E.-K. & Eriksson, M. (2016). The logic of public organizations' social media use: Towards a theory of `social mediatization´. Public Relations Inquiry, 5(2), 187-204
Open this publication in new window or tab >>The logic of public organizations' social media use: Towards a theory of `social mediatization´
2016 (English)In: Public Relations Inquiry, ISSN 2046-147X, Vol. 5, no 2, p. 187-204Article in journal (Refereed) Published
Abstract [en]

The study aims to explore government agencies' social media use. Inspired by the notion of mediatization, we ask whether it is possible to find traces of a corresponding emerging social media logic with the propensity to challenge established organizational practices and processes. In doing so, we use a modified framework originally developed by Van Dijck and Poell which identifies key three characteristics of social media logics: programmability, popularity, and connectivity. We conducted a qualitative interview study using an abductive and hermeneutist-inspired methodology. The empirical material consists of 21 interviews with representatives of Swedish government agencies. The findings reveal patterns across the organizations studied which can be understood as an emerging social media logic. Regarding connectivity, the social media logic causes agencies to spend resources on channels that engage relatively few people who are already favorably disposed toward the agency, despite government agencies’ obligation to communicate with citizens at large. Programmability refers to agencies’ increased communicative and image-building power. Finally, popularity leads agencies to engage in more personalized communication, which includes exposure of individual employees as well as use of informal communicative styles. Taken together, these categories have important ramifications which risk jeopardizing agencies’ legal and normative foundations.

Place, publisher, year, edition, pages
London, United Kingdom: Sage Publications, 2016
Keywords
Crisis communication, crisis management, public organizations, social media, strategic communication, Kriskommunikation, krishantering, myndigheter, social medier, strategisk kommunikation
National Category
Media and Communications
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-51698 (URN)10.1177/2046147X16654454 (DOI)000443369600005 ()
Projects
DIGKRIS
Funder
Swedish Civil Contingencies Agency
Available from: 2016-08-18 Created: 2016-08-18 Last updated: 2019-08-29Bibliographically approved
Färm, K.-A., Jendel, L., Nord, L., Eriksson, M. & Olsson, E.-K. (2015). En stormig höst: Studier av mediebilder och kriskommunikation. Sundsvall: Mittuniversitetet
Open this publication in new window or tab >>En stormig höst: Studier av mediebilder och kriskommunikation
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2015 (Swedish)Report (Other academic)
Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet, 2015. p. 52
Series
DEMICOM rapport ; 28
National Category
Media and Communications
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-46890 (URN)978-91-88025-15-9 (ISBN)
Available from: 2015-11-27 Created: 2015-12-01 Last updated: 2017-10-17Bibliographically approved
Olsson, E.-K. & Eriksson, M. (2015). The quest for social media logic and its implication for crisis communication: the case of governmental agencies. In: : . Paper presented at Crisis4 - 4th International Conference on Crisis Communication in the 21st Century, Lund University, Campus Helsingborg, Sweden, October 7-10, 2015.
Open this publication in new window or tab >>The quest for social media logic and its implication for crisis communication: the case of governmental agencies
2015 (English)Conference paper, Published paper (Refereed)
Keywords
crisis communication, agencies, social media
National Category
Humanities Media and Communications
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-46428 (URN)
Conference
Crisis4 - 4th International Conference on Crisis Communication in the 21st Century, Lund University, Campus Helsingborg, Sweden, October 7-10, 2015
Available from: 2015-11-06 Created: 2015-11-06 Last updated: 2017-10-17Bibliographically approved
Blomberg, K., Eriksson, M., Eriksson, M., Grönlund, Å., Jonsson, Ö. & Leissner, L. (2015). Trust and mistrust, quality-of-life and need for support: essons from narcolepsy-afflicted children and adolescents after the swine flu vaccination. In: 3rd Nordic Symposium on Narcolepsy: . Paper presented at 3rd Nordic Symposium on Narcolepsy, Örebro 5-6 October, 2015.
Open this publication in new window or tab >>Trust and mistrust, quality-of-life and need for support: essons from narcolepsy-afflicted children and adolescents after the swine flu vaccination
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2015 (English)In: 3rd Nordic Symposium on Narcolepsy, 2015Conference paper, Oral presentation only (Other academic)
Keywords
Narcolepsy
National Category
Nursing
Research subject
Caring sciences
Identifiers
urn:nbn:se:oru:diva-46048 (URN)
Conference
3rd Nordic Symposium on Narcolepsy, Örebro 5-6 October, 2015
Available from: 2015-10-08 Created: 2015-10-08 Last updated: 2019-03-04Bibliographically approved
Eriksson, M. (2014). Crisis Communication and Improvisation in a Digital Age (1ed.). In: Derina Rhoda Holtzhausen, Ansgar Zerfass (Ed.), The Routledge handbook of strategic communication: . Routledge
Open this publication in new window or tab >>Crisis Communication and Improvisation in a Digital Age
2014 (English)In: The Routledge handbook of strategic communication / [ed] Derina Rhoda Holtzhausen, Ansgar Zerfass, Routledge, 2014, 1Chapter in book (Refereed)
Abstract [en]

In the network landscape, ICT and social media have become an increasingly important tool in the strategic crisis communicator’s toolbox. Through the possibilities presented by communication technology, new work methods for and approaches to crisis communication are also being developed (Eriksson 2009, 2011). The modern strategic crisis manager and communicator are told to look to the work models within improvisational theater for the ideal logic (see, e.g., Finch and Welker 2004). Without direction, the theater ensemble often solves a challenging task and then takes the stage with success:

”Improvisation expands participants’ abilities to perceive and reduces the need for intense and specific scripted preparation” (2004:192).  The idea is that the organization’s and the crisis communicator’s ability to improvise and to take action in a crisis can be trained much like the abilities of a theater ensemble – all in the name of finding the best work methods for a particular situation rather than following the rules, directions and plans that characterized the classic crisis communication logic. Here, instead, prevails a greater need to dare to abandon controlling plans and understand the need for a crisis organization and communication that develops in symbiosis with the particular crisis at hand (see e.g. Czarniavska 2009; Gilpin & Murphy 2006, 2008; Holder 2004; McConnell & Drennan 2006).  

 

Due to this development, the significance of the concept of strategy can be expected to undergo certain changes within the field of crisis communication. Perhaps strategy as a tool has even played out its role? Or is the meaning of concept simply changing? Via social media, many organizations today communicate with their surroundings in an undirected, improvisation- and situation-oriented way through which the perception of a crisis is developed in interaction with the user. Watchwords like control and steering have tended to become passé, or are at least changing. The question is how communicators’ attitudes toward previously developed crisis management plans and strategies change in such situations. What happens to the strategy logic – with its roots in the military sphere – that has so long characterized the field of crisis management when the communicator is forced to improvise to an ever-increasing degree?

 

The aim of this chapter is to examine the role of strategy in a digital landscape of crisis communication, where all too rigid plans and guidelines are said to risk tying the hands of the communicator. The concept of strategy and as well as its meaning are discussed (see, e.g., Gilbert et al. 1988; Liddell Hart 1967), followed by a discussion of theories concerning the phenomenon of improvisation within crisis management and communication (e.g., Carniavska 2009; Gilpin & Murphy 2006, 2008; Weick 1988, 1993; Weick & Sutcliff 2007). The study’s empirical material is from qualitative interviews with 12-16 public relations officers, marketing managers and other strategic communicators who have worked with social media in their crisis communication. The study’s main research questions are: (1) How do the fields’ communicators combine today’s possibilities for improvisation (via social media) in relation to drilled strategies, tactics, action patterns and routines? (2) How can we understand the concept of strategy in this crisis communication context?

Place, publisher, year, edition, pages
Routledge, 2014 Edition: 1
Keywords
Public Relations, Advertising Studies, Public Relations in Media, Public Relations, Advertising, Marketing Communications
National Category
Humanities Communication Studies
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-32244 (URN)978-0-415-53001-9 (ISBN)978-0-203-09444-0 (ISBN)
Available from: 2013-11-05 Created: 2013-11-05 Last updated: 2017-10-17Bibliographically approved
Eriksson, M. (2014). En kunskapsöversikt om krishantering, kriskommunikation och sociala medier. Sundsvall: Mittuniversitetet
Open this publication in new window or tab >>En kunskapsöversikt om krishantering, kriskommunikation och sociala medier
2014 (Swedish)Report (Other academic)
Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet, 2014. p. 57
Series
DEMICOM rapport ; 21
Keywords
Crisis Communication, Crisis management, Social media, Kriskommunikation, krishantering, sociala medier
National Category
Humanities Communication Studies
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-39204 (URN)978-91-87557-38-5 (ISBN)
Projects
DIGKRISCrisis Communication In a Digital Age
Available from: 2014-12-01 Created: 2014-12-01 Last updated: 2018-03-05Bibliographically approved
Eriksson, M., Trnka, J. & Danielsson, E. (2014). Framtid och utvecklingsbehov (1ed.). In: Landgren, Jonas & Borglund, Erik (Ed.), Lägesbilder: att skapa och analysera lägesbilder vid samhällsstörningar (pp. 119-126). Stockholm: MSB (Myndigheten för samhällsskydd och beredskap)
Open this publication in new window or tab >>Framtid och utvecklingsbehov
2014 (Swedish)In: Lägesbilder: att skapa och analysera lägesbilder vid samhällsstörningar / [ed] Landgren, Jonas & Borglund, Erik, Stockholm: MSB (Myndigheten för samhällsskydd och beredskap) , 2014, 1, p. 119-126Chapter in book (Other academic)
Place, publisher, year, edition, pages
Stockholm: MSB (Myndigheten för samhällsskydd och beredskap), 2014 Edition: 1
Keywords
krishantering, krisberedskap, kriskommunikation, lägesbild
National Category
Media and Communications
Research subject
Media and Communication Studies; Informatics
Identifiers
urn:nbn:se:oru:diva-41035 (URN)978-91-7383-503-9 (ISBN)
Available from: 2015-01-12 Created: 2015-01-12 Last updated: 2018-06-15Bibliographically approved
Eriksson, M. (2014). Kommunala kommunikatörers beredskap för kriskommunikation via sociala medier. Sundsvall: DEMICOM, Mittuniversitetet Sundsvall
Open this publication in new window or tab >>Kommunala kommunikatörers beredskap för kriskommunikation via sociala medier
2014 (Swedish)Report (Other academic)
Abstract [sv]

I denna studie undersöks kommunala kommunikatörers föreställningar om sociala medier som ett verktyg i kriskommunikation. Undersökningen genomfördes med hjälp av en webbenkät som distribuerades via e-post till samtliga svenska kommuners informations- och kommunikationsansvariga i januari 2012. Enkäten innehöll 32 frågor varav 18 hade en 5 punkts s.k. linkert-skala med olika påståenden att ta ställning till rörande kriskommunikation och sociala medier. Undersökningens svarsfrekvens var 58 procent (n=169).

Studiens resultat visar att beredskapen för kriskommunikation via sociala medier bland de svenska kommunala kommunikatörerna är under stark utveckling. De sociala medierna är dock inte ännu inarbetade i majoriteten av kommunernas krisberedskaps- och kriskommunikationsplaner, men diskussionerna om en framtida eventuell användning är intensiv bland kommunikatörerna. Resultaten visar även att det är de större kommunerna som främst har arbetat in de sociala medierna i sina kriskommunikationsplaner. Trots att de sociala medierna vanligtvis betraktas som ett potentiellt dialogverktyg så ser stora delar av kommunikatörerna dem främst som ett verktyg för enkelriktad snabb spridning av krisinformation, likt ett massmedium. Tilltron till sociala medier som verktyg i kriskommunikation bland kommunikatörerna skiljer sig dock relativt tydligt åt beroende på kön och ålder. Störst tilltro till mediets potential i krissammanhang har de kvinnliga kommunikatörerna i åldern 40-50 år. Den största problematiken med att kriskommunicera via sociala medier upplevs vara det stora behovet av personalresurser.

 

Place, publisher, year, edition, pages
Sundsvall: DEMICOM, Mittuniversitetet Sundsvall, 2014. p. 48
Series
DEMICOM, rapportserie ; 14
National Category
Social Sciences
Research subject
Media and Communication Studies
Identifiers
urn:nbn:se:oru:diva-34622 (URN)978-91-87103-92-6 (ISBN)
Available from: 2014-04-08 Created: 2014-04-08 Last updated: 2017-10-17Bibliographically approved
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