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Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice
Mid Sweden University, Faculty of Science, Technology and Media, Department of Media and Communication Science. Örebro University, Örebro. (DEMICOM)
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.

Place, publisher, year, edition, pages
2018. Vol. 12, no 5, p. 526-551
National Category
Media and Communications
Identifiers
URN: urn:nbn:se:miun:diva-34605DOI: 10.1080/1553118X.2018.1510405Scopus ID: 2-s2.0-85053063516OAI: oai:DiVA.org:miun-34605DiVA, id: diva2:1253075
Available from: 2018-10-03 Created: 2018-10-03 Last updated: 2019-08-06Bibliographically approved

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Eriksson, Mats

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CiteExportLink to record
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