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  • 1.
    Blomberg, Karin
    et al.
    Örebro University, School of Health and Medical Sciences, Örebro University, Sweden.
    Eriksson, Mats
    Örebro University, School of Health and Medical Sciences, Örebro University, Sweden.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Grönlund, Åke
    Örebro University, Örebro University School of Business.
    Jonsson, Östen
    Leissner, Lena
    Trust and mistrust, quality-of-life and need for support: essons from narcolepsy-afflicted children and adolescents after the swine flu vaccination2015In: 3rd Nordic Symposium on Narcolepsy, 2015Conference paper (Other academic)
  • 2.
    Eriksson, Göran
    et al.
    Örebro University, School of Humanities, Education and Social Sciences.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Managing political crisis: an interactional approach to "image repair"2012In: Journal of Communication Management, ISSN 1363-254X, E-ISSN 1478-0852, Vol. 16, no 3, p. 264-279Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to extend the image repair theory by focusing on the largely ignored context of the face-to-face communication. The paper offers an exploratory study of how image repair work is carried out in interviews with politicians in the context of press conferences.

    Design/methodology/approach - The paper combines theoretical reflections with two qualitative case studies of press conferences of Swedish politicians. These press conferences were held to manage the challenge posed to the politicians’ public image by the media criticism. The analytical frame employed in this study is Conversation Analysis (CA).

    Findings - The way journalists act during interviews and how they pose questions have noticeable consequences for the accused actor´s image repair work. Image repair strategies like "apologizing" and "mortification" during the speech section of a press conference tend to be more effective as they give the accused greater opportunities to take control of the interaction.

    Research limitations/implications - Due to the exploratory nature of this interactional approach and the fact that the analysis involves only two cases, the findings must be seen as provisional.

    Practical implications - The knowledge of how journalists construct question is of high relevance for crisis communication and image repair work, and therefore of high value of public relations practitioners.

    Originality/value - The interactional approach to image repair offers a new theoretical frame for the understanding of crisis management in interview situations. The approach especially highlights the importance of journalists' questions in image repair work. 

  • 3.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Att informera om kärnavfall: från ingenjörskonst till informatörskonst1997Report (Other academic)
  • 4.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Att skapa och driva en kriswebborganisation2006In: Handbok i kriskommunikation, Karlstad: Krisberedskapsmyndigheten , 2006, p. 1-31Chapter in book (Other academic)
  • 5.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Conceptions of emergency calls: emergency communication in an age of mobile communication and prevalence of anxiety2010In: Communicating risks: towards the threat society / [ed] Stig A. Nohrstedt, Göteborg: Nordicom , 2010, p. 179-195Chapter in book (Refereed)
  • 6.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Conceptions of emergency calls: emergency communication in an age of mobile communication and prevalence of anxiety2010In: Journal of Contingencies and Crisis Management, ISSN 0966-0879, E-ISSN 1468-5973, Vol. 18, no 3, p. 165-174Article in journal (Refereed)
    Abstract [en]

    In a mobile communication environment, people’s interactions with public emergency assistance organizations become transformed. Sociologists argue that we live in an age when fear and anxiety are increasingly evident in public discourse; this paper explores Swedish conceptions of emergency calls, in light of this trend. A qualitative study examined eight focus groups, each containing 36 Swedish citizens aged 16–71 years, concerning various uses of mobile telephony. The paper concludes that citizen mobile telephony use places great demands on the public safety answering point (PSAP). Consumer expectations are dominated by increased necessity for trustworthy and helpful interaction with PSAP operators.

  • 7.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Crisis Communication and Improvisation in a Digital Age2014In: 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?

  • 8.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    En kunskapsöversikt om krishantering, kriskommunikation och sociala medier2014Report (Other academic)
  • 9.
    Eriksson, Mats
    Örebro University, Department of Humanities.
    Från ingenjörskonst till informatörskonst: studier av PR och riskkommunikation2003Doctoral thesis, monograph (Other academic)
    Abstract [sv]

    This thesis discusses the external risk communication of industrial companies. Such risk communication is here viewed as a division of the companies’ PR operations. There are some central weak points in current risk communication research. Up to now, this research has been dominated by a psychometric perspective and is to a great degree perception-oriented and lacking in a wider organisational perspective. A means for reaching a deeper understanding of the importance of organisational aspects in risk communication is to seek theoretical influences outside the traditional risk communication research. In this study, the two adjacent research areas of risk communication and public relations are thus cross-fertilised for the purpose of making such a knowledge contribution.

    The aim of the study is to examine the importance of the organisational conditions for the management of risk communication as well as to study how risk communication is developed over time. This is effected in the form of a critical analysis by the productivity of Grunig’s PR theory for the risk communication field, applied on empirical findings collected from four companies in the risk management industry (Swedish Nuclear Fuel and Waste Management Co., Rohm and Haas Nordiska, Preem Raffinaderi and Skandinaviska Raffinaderi). The study uses qualitative and comparative case studies, where the empirical data has been collected through interviews and document studies.

    To summerise the result of the different case studies, I make the following conclusion: (1) The internal-organisational conditions are of great importance to the way in which PR and risk communication is managed and developed. (2) A more mechanical structure and authoritarian attitude towards employees and the public give primarily asymmetrical techniques, methods and strategies (3) A more organic structure and egalitarian attitude give both asymmetrical and symmetrical communication in the proactive work. (4) When development of PR and risk communication is underway, messages are changed longitudinally from being based on facts and positive arguments to more obvious offers of exchange, ethical appeals and invitations to dialogue. (5) When PR and risk communication make for higher levels on the risk communication ladder, prevailing notions and structures in the organisation are also renegotiated.

    The thesis concludes that Grunig’s theory in some way is productive for risk communication, but it also points out several weak things in Grunig’s concept. Among other things, these concern the fact that the causal thinking about the link between the organisational conditions and the communicative strategies to a high degree appear as circular reasoning. The theory’s division between authoritarian and egalitarian oriented cultures is also debateable as it to a great degree only focuses on instrumental values in the organisation. Even the distinction between asymmetrical and symmetrical communication can be criticised, among other things due to vague operationalisation and its one-dimensional character.

    In order to develop the organisational dimension of risk communication, a more symbolistic perspective is proposed. The symbolistic perspective signifies, among other things, a more distinct integration of the internal and the external as well as the informal (imaginary) and formal (physical) within the organisations. In addition, the symbolistic perspective reduces the importance of the causal thinking in the Grunig theory and its central distinction between asymmetry and symmetry becomes less important. Instead, the focus is increasingly on the rhetoric and symbolism with leaders, communicators and in information material etc.

  • 10.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Förtroendet för 112 i det (o)trygga mobiltelefonsamhället2010In: Nordiskt ljus: 37 kapitel om politik, medier och samhälle : SOM-undersökningen 2009 / [ed] Sören Holmberg, Lennart Weibull, Göteborg: SOM-institutet , 2010, p. 245-254Chapter in book (Other academic)
  • 11.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Hur sköter oljeraffinaderier sina omvärldsrelationer?: en studie av PR- och informationsverksamhet2000Report (Other academic)
  • 12.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Is improvisation a strategy?: Strategic crisis communication in a digital age2011Conference paper (Refereed)
    Abstract [en]

    This study investigated the role of social media in crisis management and crisis communication in an age where late modern, crisis management approaches argue that crisis managers have to improve their ability to improvise. A qualitative case study of Scandinavian Airlines’ use of social media highlights (1) important tensions between the classical and new approaches for the understanding and practice of crisis management and crisis communication in that context; (2) the need for new metaphors for the understanding and practice of future crisis communication within social media; (3) the need to redefine the concepts strategy in digital crisis management and crisis communication. The study suggests that the digital age, crisis manager can, metaphorically speaking, be described as an improvising real-time director. Another concluding suggestion is that effective strategy in today’s digital crisis communication landscape is more about crafting strategy, than implementing strategy.

  • 13.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Kommunala kommunikatörers beredskap för kriskommunikation via sociala medier2014Report (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.

     

  • 14.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Krishantering, kommunikation och sorgearbete på lokal nivå2004In: Ministermordet: en studie om myndigheternas kommunikation vid attentatet mot Anna Lindh / [ed] Larsåke Larsson, Stockholm: Krisberedskapsmyndigheten , 2004, 1, p. 88-114Chapter in book (Other academic)
  • 15.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Kriskommunikation 2.0: realtidsregisserad strategisk kommunikation2011In: Strategisk kommunikation: forskning och praktik / [ed] Jesper Falkheimer, Mats Heide, Lund: Studentlitteratur AB, 2011, 1, p. 195-208Chapter in book (Other academic)
  • 16.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Kriskommunikation via webben: studier av dubbelmordet i Linköping, Kemiraolyckan och stormen Gudrun2006 (ed. 1)Book (Other academic)
  • 17.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Ledningspersoners perspektiv på beredskapen för kriskommunikation: En studie av Trafikverkets OKC-funktion2013Report (Other academic)
  • 18.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Lessons for Crisis Communication and Social media: A Systematic Review of What Reserach Tells to Practice2018In: International Journal of Strategic Communication, ISSN 1553-118X, E-ISSN 1553-1198, Vol. 12, no 5, p. 526-551Article in journal (Refereed)
    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.

  • 19.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    När, hur och varför ringer vi 112?2010Report (Other academic)
  • 20.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Nätens kriskommunikation2009 (ed. 1)Book (Other academic)
  • 21.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    On-line strategic crisis communication: in search of a descriptive model approach2012In: International Journal of Strategic Communication, ISSN 1553-118X, E-ISSN 1553-1198, Vol. 6, no 4, p. 309-327Article in journal (Refereed)
    Abstract [en]

    This study presents a descriptive model approach (“additional one-way channel,” “platform andhub,” “palpus,” “networks,” “action-nets”) for the understanding and practice of strategic, on-linecrisis communication. The proposed models rely on various theoretical approaches such as Gilpin andMurphy’s (2006, 2008, 2010) and Czarniawska’s (2009) theories of “classical” and “new” paradigmsfor the understanding and practice of crisis management and crisis communication in general. Thisstudy’s empirical material, on which the models are based and by which they are illustrated, comprises a series of in-depth interviews conducted between 2005 and 2011 with 24 Swedish strategiccommunication practitioners, who are experienced in the field of on-line crisis communication. Basedon the study’s results and the identified models, it is apparent that strategic on-line crisis communicationis about more than just building relationships with external audiences and practicing issuemanagement in times of crises. Therefore, this study highlights today’s and tomorrow’s interweavingof different logics and practices of strategic on-line crisis communication.

  • 22.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Public relations à la Grunig - en exposé och analys2002In: PR på svenska: teori, strategi och kritisk analys / [ed] Larsåke Larsson, Lund: Studentlitteratur , 2002, 1, p. 35-62Chapter in book (Other academic)
  • 23.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Sociala medier och webb vid kris: strategier och taktiker2013Book (Other academic)
  • 24. Eriksson, Mats
    Symmetriska och asymmetriska PR-modeller: en metateoretisk diskussion med anknytning till miljöriskhanterande företag1998Report (Other academic)
  • 25.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Södermanlands län och Strängnäs kommun1996In: ”Det ser verkligen illa ut”: Kommunikationsproblem i samband med Estoniakatastrofen 1994 / [ed] Larsson, L. & Nohrstedt, S. A., Stockholm: Styrelsen för psykologiskt försvar , 1996, p. 101-120Chapter in book (Other academic)
  • 26.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Trust in public safety answering points: a Swedish national survey in the late modern network society2011In: Journal of Homeland Security and Emergency Management, ISSN 2194-6361, E-ISSN 1547-7355, Vol. 8, no 1, p. 50-Article in journal (Refereed)
    Abstract [en]

    This study presents descriptive data from the 2009 Riks-SOM, a national Swedish public opinion survey (n=1501) on trust in the Swedish public safety answering point (PSAP), 112/SOS Alarm. Of special importance in the study is the trust in light of citizens' perception of mobile phones as a "lifeline" in everyday life. The main conclusion is that vulnerable groups like citizens with foreign citizenship, citizens in the largest towns of Sweden (Stockholm, Gothenburg and Malmo), the elderly and people in poorer health have relatively the lowest levels of trust in 112/SOS Alarm. Another conclusion is that a rather large number of individuals, who believe that a mobile phone increases the security in everyday life to a very high degree, also seem to have very high levels of trust in 112/SOS Alarm. The study appears to be the first main public opinion survey on the issue of trust in PSAP in correlation to the view of the mobile phone as a lifeline.

  • 27.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Östergötlands län och Norrköpings kommun1996In: "Det ser verkligen illa ut”: kommunikationsproblem i samband med Estoniakatastrofen 1994 / [ed] Larsson, L. & Nohrstedt, S. A., Stockholm: Stockholm: Styrelsen för psykologiskt försvar , 1996, p. 73-100Chapter in book (Other academic)
  • 28.
    Eriksson, Mats
    et al.
    Örebro University, School of Humanities, Education and Social Sciences.
    Eriksson, Göran
    Örebro University, School of Humanities, Education and Social Sciences.
    Managing political crisis: an interactional approach to "image repair" in political press conferences2010Conference paper (Other academic)
  • 29.
    Eriksson, Mats
    et al.
    Örebro University, School of Humanities, Education and Social Sciences.
    Johansson, Anders
    Försvarshögskolan, Stockholm.
    Larsson, Larsåke
    Örebro University, School of Humanities, Education and Social Sciences.
    Diskussion och slutsatser2004In: Ministermordet: en studie om myndigheternas kommunikation vid attentatet mot Anna Lindh / [ed] Larsåke Larsson, Stockholm: Krisberedskapsmyndigheten , 2004, 1, p. 115-123Chapter in book (Other academic)
  • 30.
    Eriksson, Mats
    et al.
    Örebro University, School of Humanities, Education and Social Sciences.
    Johansson, Anders
    Försvarshögskolan, Stockholm.
    Larsson, Larsåke
    Örebro University, School of Humanities, Education and Social Sciences.
    Inledning2004In: Ministermordet: en studie om myndigheternas kommunikation vid attentatet mot Anna Lindh / [ed] Larsåke Larsson, Stockholm: Krisberedskapsmyndigheten , 2004, 1, p. 7-14Chapter in book (Other academic)
  • 31.
    Eriksson, Mats
    et al.
    Örebro University, School of Humanities, Education and Social Sciences. DEMICOM, Mid Sweden University, Sundsvall, Sweden.
    Olsson, Eva-Karin
    DEMICOM, Mid Sweden University, Sundsvall, Sweden; Department of Security, Strategy and Leadership, CRISMART, Swedish Defence University, Stockholm, Sweden.
    Facebook and Twitter in Crisis Communication: A Comparative Study of Crisis Communication Professionals and Citizens2016In: Journal of Contingencies and Crisis Management, ISSN 0966-0879, E-ISSN 1468-5973, Vol. 24, no 4, p. 198-208Article in journal (Refereed)
    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.

  • 32.
    Eriksson, Mats
    et al.
    Örebro University, School of Humanities, Education and Social Sciences.
    Trnka, Jiri
    FOI, Totalförsvarets forskningsinstitut, Linköping, Sweden.
    Danielsson, Erna
    Risk and crisis research centre (RCR), Mittuniversitet, Östersund, Sweden.
    Framtid och utvecklingsbehov2014In: 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)
  • 33.
    Färm, Karl-Arvid
    et al.
    Avdelningen för medie- och kommunikationsvetenskap, Mittuniversitetet, Sundsvall, Sweden.
    Jendel, Lena
    Nord, Lars
    Avdelningen för medie- och kommunikationsvetenskap, Mittuniversitetet, Sundsvall, Sweden.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    Olsson, Eva-Karin
    Avdelningen för medie- och kommunikationsvetenskap, Mittuniversitetet, Sundsvall, Sweden.
    En stormig höst: Studier av mediebilder och kriskommunikation2015Report (Other academic)
  • 34.
    Olsson, Eva-Karin
    et al.
    Swedish National Defence College, Stockholm, Sweden.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    The logic of public organizations' social media use: Towards a theory of `social mediatization´2016In: Public Relations Inquiry, ISSN 2046-147X, Vol. 5, no 2, p. 187-204Article in journal (Refereed)
    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.

  • 35.
    Olsson, Eva-Karin
    et al.
    Försvarshögskolan, Stockholm, Sweden.
    Eriksson, Mats
    Örebro University, School of Humanities, Education and Social Sciences.
    The quest for social media logic and its implication for crisis communication: the case of governmental agencies2015Conference paper (Refereed)
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