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Lessons for Crisis Communication and Social media: A Systematic Review of What Reserach Tells to Practice
Örebro University, School of Humanities, Education and Social Sciences. (Strategic communication/Centre for Crisis Communication)
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. Vol. 12, no 5, p. 526-551
Keywords [en]
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: urn:nbn:se:oru:diva-68355DOI: 10.1080/1553118X.2018.1510405Scopus ID: 2-s2.0-85053063516OAI: oai:DiVA.org:oru-68355DiVA, id: diva2:1237116
Projects
Changing Media Changing Crises, Mittuniversitetet
Funder
Swedish Civil Contingencies AgencyAvailable from: 2018-08-07 Created: 2018-08-07 Last updated: 2018-12-03Bibliographically approved

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Eriksson, Mats

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  • apa
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Output format
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