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Eriksson, Mats
Publications (4 of 4) Show all publications
Eriksson, M. (2018). Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice. International Journal of Strategic Communication, 12(5), 526-551
Open this publication in new window or tab >>Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the 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 subdisciplines 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 precrisis 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.

National Category
Media and Communications
Identifiers
urn:nbn:se:miun:diva-34605 (URN)10.1080/1553118X.2018.1510405 (DOI)2-s2.0-85053063516 (Scopus ID)
Available from: 2018-10-03 Created: 2018-10-03 Last updated: 2019-08-06Bibliographically 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 perceived usefulness of Facebook and Twitter are not congruent and consistent between the 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 phenomenon with a single coherent role in crisis management and communication research and practice.

National Category
Media and Communications
Identifiers
urn:nbn:se:miun:diva-29762 (URN)10.1111/1468-5973.12116 (DOI)000387793600001 ()2-s2.0-84978698516 (Scopus ID)DEMICOM (Local ID)DEMICOM (Archive number)DEMICOM (OAI)
Available from: 2016-12-22 Created: 2016-12-22 Last updated: 2017-06-27Bibliographically approved
Olsson, E.-K. & Eriksson, M. (2016). The logic of public organizations’ social media use: Toward 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: Toward a theory of ‘social mediatization’
2016 (English)In: Public Relations Inquiry, ISSN 2046-147X, E-ISSN 2046-1488, 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.

Keywords
Crisis communication, Crisis management, Public organizations, Social media, Strategic communication
National Category
Media and Communications
Identifiers
urn:nbn:se:miun:diva-30657 (URN)10.1177/2046147X16654454 (DOI)2-s2.0-85016100373 (Scopus ID)DEMICOM (Local ID)DEMICOM (Archive number)DEMICOM (OAI)
Available from: 2017-04-25 Created: 2017-04-25 Last updated: 2017-06-27Bibliographically 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)
Abstract [sv]

Syftet med denna rapport är att kartlägga det aktuella forskningsläget när det gäller kunskaper om sociala mediers roll i samband med samhälleliga kriser. Sammanställningen är avsedd att utgöra ett teoretiskt underlag för vidare undersökningar kring de sociala mediernas användning och roll vid samhällsstörningar. I rapporten sker en systematisk genomgång av tidigare forskning på detta område, framförallt vad gäller tre olika kristyper: naturkatastrofer, social oro och förtroendekriser.

Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet, 2014. p. 59
Series
DEMICOM rapport ; 21
National Category
Media and Communications
Identifiers
urn:nbn:se:miun:diva-24953 (URN)DEMICOM (Local ID)978-91-87557-38-5 (ISBN)DEMICOM (Archive number)DEMICOM (OAI)
Available from: 2015-05-21 Created: 2015-05-21 Last updated: 2015-05-21Bibliographically approved
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