The blog-mediated crisis communication model: Recommendations for responding to influential external blogs

Journal of Public Relations Research

Volumn 22, Issue 4, 2010, Pages 429-455

  Jin, Yan ^a   Liu, Brooke Fisher ^b  

^a VIRGINIA COMMONWEALTH UNIVERSITY   (United States)

^b UNIVERSITY OF MARYLAND   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 77958002089     PISSN: 1062726X     EISSN: 1532754X     Source Type: Journal    
DOI: 10.1080/10627261003801420     Document Type: Article

References (103)

1. Analore, A. (2008, November 13). Blogging about layoffs builds trust, stems bad PR. Retrieved November 13, 2008, from http://www.ragan.com/
2. Bates, L., & Callison, C. (2008, August). Effect of company affiliation on credibility in the blogosphere. Paper presented at the Association for Education in Journalism and Mass Communication Conference, Chicago, IL.
3. Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23, 177-187.
4. Benoit, W. L., & Brinson, S. L. (1999). Queen Elizabeth's image repair discourse: Insensitive royal of compassionate queen? Public Relations Review, 25, 145-156.
5. Bernoff, J. (2008, December 9). People don't trust company blogs: What you should do about it. Retrieved December 9, 2008, from http://blogs.forrester.com/
6. Bruns, A. (2007). Methodologies for mapping the political blogosphere: An exploration using the IssueCrawler research tool. First Monday, 12, article four.
7. Chaffee, S. H., & Metzger, M. J. (2001). The end of mass communication? Mass Communication & Society, 4, 365-379.
8. Cheong, J. C., & Morrison, M. A. (2008). Consumers' reliance on product information and recommendations found in UGC. Journal of Interactive Advertising, 8(2), article 4.
9. Cho, S., & Cameron, G. T. (2005). Public nudity on cell phones: Managing conflict in crisis situations. Public Relations Review, 32, 199-201.
10. Chu, S., & Kamal, S. (2008). The effects of perceived blogger credibility and argument quality on message elaboration and brand attitudes: An exploratory study. Journal of Interactive Advertising, 8(2), article 3.
11. Congressional Management Foundation. (2008). Communicating with Congress: How the Internet has changed citizen engagement. Retrieved May 28, 2009, from http://www.cmfweb.org/ index.php?Itemid=50&id=64&option=com_content&task=view
12. Coombs, W. T. (2002). Assessing online issue threats: Issue contagions and their effect on issue prioritization. Journal of Public Affairs, 2, 215-229.
13. Coombs, W. T. (2007). Ongoing crisis communication: Planning, managing, and responding (2nd ed.). Thousand Oaks, CA: Sage.
14. Coombs, W. T. (2008). Crisis communication and social media. Essential Knowledge Project, Institute for Public Relations. Retrieved on February 19, 2009, from http://www.instituteforpr. org/essential_knowledge/detail/crisis_communication_and_social_media/
15. Coombs, W. T., & Holladay, S. J. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly, 16, 165-186.
16. Coombs, W. T., & Holladay, S. J. (2005). An exploratory study of stakeholder emotions: Affect and crises. Research on Emotion in Organizations, 1, 263-280.
17. Daily Dog. (2008, September). Corporate blogging now in vogue en masse: Big business discovering the value of direct communication. Bulldog Reporter. Retrieved September 4, 2008, from http://www.bulldogreporter.com/
18. Dichter, E. (1966). How word of mouth advertising works. Harvard Business Review, 44(6), 147-160.
19. DiFonzo, N. (2007). Rumor psychology: Social and organizational approaches. Washington, DC: American Psychological Association.
20. DiFonzo, N. (2008). The watercooler effect: A psychologist explores the extraordinary power of rumors. New York: Avery.
21. DiFonzo, N., & Bordia, P. (2002). Corporate rumor activity, belief and accuracy. Public Relations Review, 28, 1-19.
22. Domingo, D., & Heinonen, A. (2008). Weblogs and journalism: A typology to explore the blurring boundaries. Nordicom Review, 29, 3-15.
23. Downs, A. (1972). Up and down with ecology. Public Interest, 28, 38-50.
24. Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1993). Consumer behavior (8th ed.). Fort Worth: Dryden.
25. Fearn-Banks, K. (2002). Crisis communications: A casebook approach. Mahwah, NJ: Lawrence Erlbaum Associates.
26. Fitzpatrick, K. R., & Rubin, M. S. (1995). Public relations vs. legal strategies in organization crisis decisions. Public Relations Review, 21, 21-33.
27. Fuller, L. (2008, January 9). Big business blogging. Business and blogging. Retrieved February 12,2008, from http://www.businessandblogging.com/big-business-blogging/
28. Gillin, P. (2008a). New media, new influencers and implications for the public relations profession. Journal of Communication Research, 2(2), 1-10.
29. Gillin, P. (2008b). New media, new influencers and implications for public relations. Society for New Communications Research. Retrieved November 1, 2008, from http://www. instituteforpr.org/research
30. Goldsmith, R., & Horowitz, D. (2006). Measuring motivations for online opinion seeking. Journal of Interactive Advertising, 6(2), article 1.
31. González-Herrero, A., & Pratt, C. B. (1996). An integrated symmetrical model for crisis-communications management. Journal of Public Relations Research, 8, 79-105.
32. Grunig, J. E., & Hunt, T. (1984). Managing public relations. New York: Holt, Rinehart & Winston.
33. Hallahan, K. (2001). The dynamics of issues activation and response: An issues process model. Journal of Public Relations Research, 13, 27-59.
34. Halzack, S. (2008, August 25). Marketing moves to the blogosphere: Business model shifts to engage customers online. Washington Post. Retrieved November 13, 2008, from http:// www.washingtonpost.com/
35. Hanson, K. (2006). Should the boss be blogging? Strategic Communication Management, 10(2), 6-7.
36. Hearit, K. M. (2005). Crisis management by apology: Corporate response to allegations of wrongdoing. Mahwah, NJ: Lawrence Erlbaum Associates.
37. Heath, R. L., & Coombs, W. T. (2006). Today's public relations: An introduction. Thousand Oaks, CA: Sage
38. Heath, R. L., & Palenchar, M. J. (2009). Strategic issues management: Organizations and public policy changes (2nd ed.). Thousand Oaks, CA: Sage.
39. Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18, 38-52.
40. Huang, Y.-H., & Su, S.-H. (2009). Determinants of consistent, timely, and active responses in corporate crises. Public Relations Review, 35, 7-17.
41. Jin, Y., Pang, A., & Cameron, G. T. (2007). Integrated crisis mapping: Towards a publics-based, emotion-driven conceptualization in crisis communication. Sphera Publica, 7,81-96.
42. Johnson, T., & Kaye, B. K. (2004). Wag the blog: How reliance on traditional media and the Internet influence credibility perceptions on weblogs among blog users. Journalism and Mass Communication Quarterly, 81, 622-642.
43. Johnson, T. J., Kaye, B. K., Richard, S. L., & Wong, W. J. (2008). Every blog has its day: Politically-interested Internet users' perceptions of blog credibility. Journal of Computer-Mediated Communication, 13, 100-122.
44. Kang, H., Garciaruano, K. J., & Lin, Y. (2008, March). Factors affecting e-mail rumor belief and activity: The effects of type of rumor and organization-public relationships. Paper presented at the 11th International Public Relations Research Conference, Miami, FL.
45. Kaye, B. K. (2005). It's a blog, blog, blog, blog world. Atlantic Journal of Communication, 13, 73-95.
46. KD Paine, & Partners. (2008). How to measure the impact of consumer generated media: A guide to measuring blogs or it's a blog new world. Retrieved October 30, 3008, from http:// kdpaine.diydashboard.com/
47. Kelleher, T. (2008). Organization contingencies, organizational blogs and public relations practitioner stance toward publics. Public Relations Review, 34, 300-302.
48. Kelleher, T. (2009). Conversational voice, communicated commitment, and public relations outcomes in interactive online communication. Journal of Communication, 59, 172-188.
49. Kent, M. L. (2008). Critical analysis of blogging in public relations. Public Relations Review, 34, 32-40.
50. Keren, M. (2006). Blogosphere: The new political arena. Lanham, MD: Lexington.
51. Lazarsfeld, P. F., Berelson, B., & Gaudet, H. (1948). The people's choice. American Sociological Review, 13, 792.
52. Lazarsfeld, P., & Menzel, H. (1963). Mass media and personal influence. In W. Schramm (Ed.), The science of human communication (pp. 94-115). New York: Basic Books.
53. Li, D. (2007, May). Why do you blog: A uses-and-gratifications inquiry into bloggers' motivations. Paper presented at the International Communication Association (ICA) Conference, San Francisco, CA.
54. Lindenmann, W. K. (2003). Guidelines for measuring the effectiveness of PR programs and activities. Institute for Public Relations. Retrieved August 20, 2008, from http://www.instituteforpr.org/research
55. Littlefield, R. S., & Quenette, A. M. (2007). Crisis leadership and Hurricane Katrina: The portrayal of authority by the media in natural disasters. Journal of Applied Communication Research, 35, 26-47.
56. Liu, B. F. (2010). Effective public relations in racially-charged crises: Not black or white. In W. T. Coombs & S. J. Holladay (Eds.), Handbook of crisis communication (pp. 335-338). New York: Wiley-Blackwell.
57. Lowrey, W. (2006). Mapping the journalism-blogging relationship. Journalism, 7, 477-500.
58. Lowrey, W., & Latta, J. (2008). The routines of blogging. In D. Domingo & C. Paterson (Eds.), Making online news: The ethnography of new media production (pp. 185-198). New York: Peter Lang.
59. Marken, G. A. (2005). To blog or not to blog. That is the question? Public Relations Quarterly, Fall, 31-33.
60. Markovsky + Company. (2006). 2006 State of corporate blogging survey. Retrieved October 10, 2008, from http://www.markovsky.com
61. Miura, A., & Yamashita, K. (2007). Psychological and social influences on blog writing: An online survey of blog authors in Japan. Journal of Computer-Mediated Communication, 12,1452-1471.
62. Neff, J. (2008, November 24). Crashing Motrin-gate: A social-media case study. Advertising Age. Retrieved November 24, 2008, from http://adage.com/
63. Paine, K. D. (2007). How to measure social media relations: The more things change, the more they remain the same. Institute for Public Relations. Retrieved August 20, 2008, from http://www.instituteforpr.org/research
64. Paine, K. D. (2008a). Are we engaged yet? Social media measurement. KDPaine & Partners. Retrieved October 30, 2008, from http://kdpaine.diydashboard.com/
65. Paine, K. D. (2008b). New rulers for a new century: How to measure social media. KDPaine & Partners. Retrieved November 1, 2008, from http://www.measuresofsuccess.com
66. Paine, K. D., & Kowalski, P. (2008, March). Are we engaged yet? A framework for measuring engagement in social media. Paper presented at the 11th International Public Relations Research Conference, Miami, FL.
67. Park, N., Jeong, J., & Han, J. H. (2008, March). Who are the power bloggers as potential target public in PR?: Public issue involvement-production of messages model. Paper presented at the 11th International Public Relations Research Conference, Miami, FL.
68. Perlmutter, D. D. (2008). Blog wars. New York: Oxford University Press.
69. Porter, L. V., Trammell, K. D., Chung, E., & Kim, E. (2007). Blog power: Examining the effects of blog use on power in public relations. Public Relations Review, 33, 92-95.
70. Procopio, C. H., & Procopio, S. T. (2007). Do you know what it means to miss New Orleans? Internet communication, geographic community, and social capital in crisis. Journal of Applied Communication Research, 35, 67-87.
71. Rainie, L. (2005). Data Memo. Pew Internet and American Life Project. Retrieved February 12, 2008, from http://www.pewinternet.org/
72. Rainie, L., Fox, S., Madden, M., Schneider, S., Foot, K., Halavais, A., et al. (2002). One year after: September 11 and the Inernet. Pew Internet & American Life Profect. Retrieved April 1, 2008, from http:///www.pewinternet.org/
73. Robinson, S. (2006). The mission of the j-blog. Journalism, 7, 65-83, 19.
74. Rosen, J. (2005, January 15). Bloggers vs. journalists. PressThink. Retrieved December 2, 2008, from http:/journalism.nuy.edu/pubzone/weblogs/pressthink/
75. Row, H. (2005, January 26). The blog's new role in crisis communication. Retrieved January 10, 2008, from http://www.fastcompany.com
76. Rubel, S. (2005, March 1). Five fast ways to: Prepare your company blog for a corporate crisis. Business Communicator, Available at: http://www.allbusiness.com/technology/internet-technology/1100959-1.html
77. Scoble, R., & Israel, S. (2006). Naked conversations: How blogs are changing the way businesses talk with customers. Hoboken, NJ: Wiley.
78. Sebastian, M. (2008b). Why GM keeps blogging as the company burns? Retrieved November 12, 2008, from http://www.ragan.com
79. Seeger, M. W., Sellnow, T. L., & Ulmer, R. R. (2003). Communication and organizational crisis. Westport, CT: Praeger.
80. Sigfry, D. (2007, April 5). State of the live Web. Retrieved February 12, 2008, from http:// www.sifry.com/alerts/archives/000419.html
81. Singer, J. B. (2005). The political j-blogger: "Normalizing" a new media form to fit old norms and practice. Journalism, 6, 173-198.
82. "State of the blogosphere 2008: Day 2." (2008a). Retrieved October 2, 2008, from http:// www.technorati.com
83. "State of the blogosphere 2008: Day 5." (2008b). Retrieved October 2, 2008, from http:// www.technorati.com
84. Stephens, L. K., & Malone, P. C. (2009). If the organization won't give us information...: The use of multiple new media for crisis technical translation and dialogue. Journal of Public Relations Research, 21, 229-239.
85. Stocker, K. P. (1997). A strategic approach to crisis management. In C. L. Caywood (Ed.), Handbook of strategic public relations and integrated communications (pp. 189-203). New York: McGraw-Hill.
86. Sousa, H. (2006). Information technologies, social change and the future: The case of online journalism in Portugal. European Journal of Communication, 21, 373-387.
87. Sundaram, D. S., Mitra, K., & Webster, C. (1998). Word-of-mouth communications: motivational analysis. Advances in Consumer Research, 25, 527-531.
88. Sweetser, K. D., & Metzgar, E. (2007). Communicating during crisis: Use of blogs as a relationship management tool. Public Relations Review, 33, 340-342.
89. Sweetser, K. D., Porter, L. V., Chung, D. S., & Kim, E. (2008). Credibility and the use of blogs among professionals in the communication industry. Journalism & Mass Communication Quarterly, 85, 169-185.
90. Taylor, M., & Kent, M. L. (2007). Taxonomy of mediated crisis responses. Public Relations Review, 33, 140-146.
91. Trammell, K. D. (2006). Blog offensive: An exploratory analysis of attacks published on campaign blog posts from a political public relations perspective. Public Relations Review, 32,402-406.
92. Trammell, K. D. (2005, May). Looking at the pieces to understand the whole: An analysis of blog posts, comments, and trackbacks. Paper presented at the ICA Conference, New York City.
93. Thelwall, M. (2006, May). Bloggers during the London attacks: Top information sources and topics. Paper presented at the WWW2006 blog workshop, Edinburgh, Scotland.
94. Tremayne, M., Zheng, N., Lee, J. K., & Jeong, J. (2006). Issue publics on the Web: Applying network theory to war blogosphere. Journal of Computer-Mediated Communication, 12(1), article 15.
95. van der Wolf, M. (2007, March). The business value of blogging. Lewis Global Public Relations. Retrieved November 1, 2008, from http://www.lewis360.com/2007/03/blogs_and_busin.html
96. WebProNews. (2007, May). MeidaSense blog measurement tool debuts. Retrieved August 20, 2008, from http://www.webprones.com
97. Wright, D. K., & Hinson, M. (2008). Examining the increasing impact of social media on the public relations practice. Institute for Public Relations. Retrieved August 20, 2008, from http://www.instituteforpr.org
98. Wright, D. K., & Hinson, M. (2009). An updated look at the impact of social media on public relations practices. Public Relations Journals, 3(2), article 2.
99. Wright, J. (2006). Blog-marketing: The revolutionary new way to increase sales, build brand, and get exceptional results. New York: McGraw-Hill.
100. Yang, S.-U., & Lim, J. (2009). The effects of blog-mediated public relations on relational trust. Journal of Public Relations Research, 21, 341-359.
101. Young, R. (2009, January-February). Social media: How new forms of communication are changing job search and career management. Be Heard. Newsletter of the Toronto Chapter of the International Association of Business Communicators, Available at: http://toronto.iabc.com/
102. Xenos, M. (2008). New mediated deliberation: Blog and press coverage of the Alito nomination. Journal of Computer-Mediated Communication, 13, 485-503.
103. Xifra, J., & Huertas, A. (2008). Blogging PR: An exploratory analysis of public relations weblogs. Public Relations Review, 34, 269-275.