The Tendency To Tell: Understanding Publics' Communicative Responses To Crisis Information Form and Source

Journal of Public Relations Research

Volumn 25, Issue 1, 2013, Pages 51-67

  Liu, Brooke Fisher ^a   Jin, Yan ^b   Austin, Lucinda L ^c  

^a UNIVERSITY OF MARYLAND   (United States)

^b VIRGINIA COMMONWEALTH UNIVERSITY   (United States)

^c ELON UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84872418675     PISSN: 1062726X     EISSN: 1532754X     Source Type: Journal    
DOI: 10.1080/1062726X.2013.739101     Document Type: Article

References (60)

1. An, S-K. & Cheng, I.-H. (2010). Crisis communication research in public relations journals: Tracking research trends over thirty years. In W. T. Coombs & S. Holladay (Eds.), The handbook of crisis communication (pp. 65-90). Malden, MA: Wiley-Blackwell.
2. Avery, E. J., Lariscy, R. W., Kim, S., & Hocke, T. (2010). A quantitative review of crisis communication research in public relations from 1991-2009. Public Relations Review, 36, 190-192.
3. Bailey, A. A. (2005). Consumer awareness and use of product review websites. Journal of Interactive Advertising, 6 (1), 68-81.
4. Barabasi, A.-L., & Bonabeu, E. (2003, May). Scale-free networks. Scientific American. Retrieved fromhttp://icosystem.com/site/wp-content/uploads/SciAm2003.pdf
5. 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.
6. Behairy, N., Mukherjee, S., Ertimur, B., & Venkatesh, A. (2006). Technology-based communication patterns of youth. Advances in Consumer Research, 33, 304-305.
7. Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23, 177-186.
8. Benoit, W. L. (2004). Image restoration discourse and crisis communication. In D. P. Millar & R. L. Heath (Eds.), Responding to crisis: A rhetorical approach to crisis communication (pp. 263-280). Mahwah, NJ: Lawrence Erlbaum Associates.
9. Booz Allen Hamilton. (2009, July 23). Social media and risk communication during times of crises. Retrieved fromhttp://www.boozallen.com/media/file/Risk_Communications_Times_of_Crisis.pdf
10. Bucher, H. J. (2002). Crisis communication and the Internet: Risk and trust in a global media. First Monday, 7 (4). Available at:http://firstmonday.org/issues/issue7_4/bucher/index.html
11. Caplan, S. E., Perse, E. M., & Gennaria, J. E. (2007). Computer-mediated technology and social interaction. In C. A. Lin & D. J. Atkin (Eds.), Communication technology and social change: Theory and implication (pp. 39-57). Mahwah, NJ: Lawrence Erlbaum Associates.
12. Carl, W. J. (2006). What's all the buzz about? Everyday communication and the relational basis of word-of-mouth and buzz marketing practices. Management Communication Quarterly, 19, 601-634.
13. Carl, W. J., & Noland, C. M. (2008). The conversational geography of word-of-mouth communication and marketing practices. Communication Quarterly, 56, 184-207.
14. Choi, Y., & Lin, Y-H. (2009). Consumer responses to Mattel product recalls posted on online bulletin boards: Exploring two types of emotion. Journal of Public Relations Research, 21, 198-207.
15. Coombs, W. T. (2012). Ongoing crisis communication: Planning, managing, and responding (), 3rd ed. Thousand Oaks, CA: Sage.
16. Coombs, W. T., & Holladay, S. J. (2009). Further explorations of post-crisis communication: Effects of media and response strategies on perceptions and intentions. Public Relations Review, 35, 1-6.
17. Corbin, J., & Strauss, A. (2008). Basics of qualitative research: Techniques and procedures for developing grounded theory (), 3rd ed. Los Angeles, CA: Sage.
18. Daugherty, T., Eastin, M., & Bright, L. (2008). Exploring consumer motivations for creating user-generated content. Journal of Interactive Advertising, 8 (2), 1-24.
19. Dellarocas, C. (2003). The digitization of word of mouth: promise and challenges of online feedback mechanisms. Management Science, 49, 1407-1424.
20. Diana, A. (2010, June 28). Social media up 230% since 2007. Information Week. Retrieved fromhttp://www.informationweek.com/news/software/web_services/showArticle.jhtml?articleID=225701600&subSection=News
21. Diga, M., & Kelleher, T. (2009). Social media use, perceptions of decision-making power, and public relations roles. Public Relations Review, 35, 440-442.
22. Dutta-Bergman, M. J. (2006). Community participation and Internet use after September 11: Complementarity in channel consumption. Journal of Computer-Mediated Communication, 11, 469-484.
23. EDUCAUSE Center for Applied Research. (2008). Social networking sites. Students and information technology. Retrieved fromhttp://net.educause.edu/ir/library/pdf/ers0808/rs/ers08086.pdf
24. Eyrich, N., Padman, M., & Sweester, K. (2008). PR practitioners' use of social media tools and communication technology. Public Relations Review, 34, 412-414.
25. Goldsmith, R. E., & Horowitz, D. (2006). Measuring motivations for online opinion seeking. Journal of Interactive Advertising, 6(2), 3-14.
26. Grunig, J. E. (1997). A situational theory of publics: Conceptual history, recent challenges, and new research. In D. Moss, T. MacManus & D. Vercic (Eds.), Public relations research: An international perspective (pp. 3-48). London, UK: International Thomson Business.
27. Hathi, S. (2009). Communicators remain unclear on business case for social media. Strategic Communication Management, 14 (1), 9.
28. Heath, R. L. (2010). Crisis communication: Defining the beast and de-marginalizing key publics. In W. T. Coombs & S. Holladay (Eds.), The handbook of crisis communication (pp. 1-13). Malden, MA: Wiley-Blackwell.
29. 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.
30. Horrigan, J. B., & Morris, S. (2005). Data memo. Pew Internet and American Life Project. Retrieved fromhttp://www.pewinternet.org
31. Jin, Y., & Liu, B. F. (2010). The blog-mediated crisis communication model: Recommendations for responding to influential external blogs. Journal of Public Relations Research, 22, 429-455.
32. Johnson, T. J., & 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.
33. Johnson, T. J., & Kaye, B. K. (2010). Choosing is believing? How Web gratifications and reliance affect Internet credibility among politically interested users. Atlantic Journal of Communication, 18, 1-21.
34. Kaye, B. K. (2005). It's a blog, blog, blog, blog world. Atlantic Journal of Communication, 13, 73-95.
35. Lee, M., & Youn, S. (2009). Electronic word of mouth (eWOM): How eWOM platforms influence consumer product judgment. International Journal of Advertising, 28, 473-499.
36. Lenhart, A., Purcell, K., Smith, A., & Zickuhr, K. (2010). Social media and mobile Internet use among teens and young adults. Retrieved fromhttp://www.pewinternet.org
37. 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.
38. Liu, B. F. (2010). Distinguishing how elite newspapers and A-list blogs cover crises: Insights for managing crises on and offline. Public Relations Review, 36, 28-34.
39. Liu, B. F., Jin, Y., Briones, R., & Kuch, B. (2012). Managing turbulence in the blogosphere: Evaluating the blog-mediated crisis communication model with the American Red Cross. Journal of Public Relations Research, 24, 353-370.
40. Macias, W., Hilyard, K., & Freimuth, V. (2009). Blog functions as risk and crisis communication during Hurricane Katrina. Journal of Computer-Mediated Communication, 15, 1-31.
41. Madden, M. (2007). Pew Internet and American Life Project: Online video. Retrieved fromhttp://www.pewinternet.org
42. Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook. Thousand Oaks, CA: Sage.
43. Palen, L., Starbird, K., Vieweg, S., & Hughes, A. (2010). Twitter-based information distribution during the 2009 Red River Valley flood threat. American Society for Information and Technology, 36 (5), 13-17.
44. Pew Internet, & American Life Project. (2006). Blogger callback survey. Retrieved fromhttp://www.pewinternet.org
45. Pew Internet, & American Life Project. (2010). Web 2.0. Retrieved fromhttp://www.pewinternet.org/topics/Web-20
46. Phillips, D. (2008). The psychology of social media. Journal of New Communications Research, 3 (1), 79-85.
47. 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.
48. Purcell, K., Rainie, L., Mitchell, A., Rosenstiel, T., & Olmstead, K. (2010, March). Understanding the participatory news consumer. Pew Internet & American Life Project. Retrieved fromhttp://pewinternet.org/Reports/2010/Online-News/Part-1.aspx?r=1
49. Schultz, F., Utz, S., & Göritz, A. (2011). Is the medium the message? Perceptions of and reactions to crisis communication via twitter, blogs and traditional media. Public Relations Review, 37, 20-27.
50. Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the Web. Journal of Interactive Marketing, 21, 76-94.
51. Stephens, K. K., & Malone, P. (2009). If the organizations won't give us information: The use of multiple new media for crisis technical translations and dialogue. Journal of Public Relations Research, 21, 229-239.
52. Sweetser, K. D., & Metzgar, E. (2007). Communicating during crisis: Use of blogs as a relationship management tool. Public Relations Review, 33, 340-342.
53. Taylor, M., & Kent, M. L. (2007). Taxonomy of mediated crisis responses. Public Relations Review, 33, 140-146.
54. Taylor, M., & Perry, D. (2005). Diffusion of traditional and new media tactics in crisis communication. Public Relations Review, 31, 209-217.
55. Walther, J. B. (1996). Computer-mediated communication: Impersonal, interpersonal, and hyperpersonal interaction. Communication Research, 23, 3-43.
56. Waymer, D., & Heath, R. L. (2007). Emergent agents: The forgotten publics in crisis communication and issues management research. Journal of Applied Communication Research, 35, 88-108.
57. Wigley, S., & Fontenot, M. (2010). Crisis managers losing control of the message: A pilot study of the Virginia Tech shooting. Public Relations Review, 36, 187-189.
58. Wright, D. K., & Hinson, M. (2010). How new communications media are being used in public relations: A longitudinal analysis. Public Relations Journal, 4 (3), article 3. Retrieved fromhttp://www.prsa.org/Intelligence/PRJournal/Documents/how_new_communications_media_are_being_used_in_pr.pdf
59. Yang, S.-U., Kang, M., & Johnson, P. (2010). Effects of narratives, openness to dialogic communication, and credibility on engagement in crisis communication through organizational blogs. Communication Research, 37, 473-497.
60. Yates, D., & Paquette, S. (2011). Emergency knowledge management and social media technologies: A case study of the 2010 Haitian earthquake. International Journal of Information Management, 31, 6-13.