Crisis communication online: How medium, crisis type and emotions affected public reactions in the Fukushima Daiichi nuclear disaster

Public Relations Review

Volumn 39, Issue 1, 2013, Pages 40-46

  Utz, Sonja ^a   Schultz, Friederike ^a   Glocka, Sandra ^a  

^a VU UNIVERSITY AMSTERDAM   (Netherlands)

Author keywords

Credibility; Crisis communication; Emotions; Facebook; Reputation; Secondary crisis reactions; Social media; Twitter

Indexed keywords

EID: 84873056010     PISSN: 03638111     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.pubrev.2012.09.010     Document Type: Article

References (29)

1. Buffardi L.E., Campbell W.K. Narcissism and social networking web sites. Personality and Social Psychology Bulletin 2008, 34(10):1303-1314.
2. Campbell M.C., Kirmani A. Consumers' use of persuasion knowledge: The effects of accessibility and cognitive capacity on perceptions of an influence agent. Journal of Consumer Research 2000, 27(1):69-83.
3. Coombs W. Choosing the right word. The development of guidelines for the selection of the 'appropiate' crisis response strategies. Management Communication Quaterly 1995, 8:447-476.
4. Coombs W. Impact of past crises on current crisis communication. Insights from Situational Communication Crisis Theory. Journal of Business Communication 2004, 41(3):265-289.
5. Coombs W.T. Protecting organization reputations during a crisis: The development and application of Situational Crisis Communication Theory. Corporate Reputation Review 2007, 10:163-176.
6. Coombs W.T., Holladay S.J. Helping crisis managers protect reputational assets: Initial tests of the Situational Crisis Communication Theory. Management Communication Quarterly 2002, 16:165-186.
7. Coombs W.T., Holladay S.J. An exploratory study of stakeholder emotions: Affect and crises. The effect of affect in organizational settings (Research on Emotion in Organizations) 2005, Vol. 1:263-280. Emerald Group Publishing Limited, New York.
8. Coombs W.T., Holladay S.J. Comparing apology to equivalent crisis response strategies: Clarifying apology's role and value in crisis communication. Public Relations Review 2008, 34:252-257.
9. Debatin B., Lovejoy J., Horn A., Hughes B. Facebook and online privacy: Attitudes, behaviors, and unintended consequences. Journal of Computer Mediated Communication 2009, 15(1):83-108.
10. Ellison N., Steinfield C., Lampe C. The benefits of Facebook " friends" : Social capital and college students' use of online social network sites. Journal of Computer-Mediated Communication 2007, 12:1143-1168.
11. González-Herrero A., Smith S. Crisis communications management on the web: How Internet-based technologies are changing the way public relations professionals handle business crises. Journal of Contingencies and Crisis Management 2008, 16:143-153.
12. Gotsi M., Wilson A.M. Corporate reputation: Seeking a definition. Corporate Communications: An International Journal 2001, 6:24-30.
13. Jin, Y., Liu, B. F., & Austin, L. Examining the role of social media in effective crisis management: The effects of crisis origin, information form, and source on public's crisis responses. Communication Research, in press.
14. Johnson T.J., Kaye B.K. In blog we trust? Deciphering credibility of components of the internet among politically interested internet users. Computers in Human Behavior 2009, 25:175-182.
15. Lerner J.S., Tiedens L.Z. Portrait of the angry decision maker: How appraisal tendencies shape anger's influence on cognition. Journal of Behavioral Decision Making 2006, 19:115-137.
16. Liu B.F., Austin L., Jin Y. How publics respond to crisis communication strategies: The interplay of information form and source. Public Relations Review 2011, 37(4):345-353.
17. Lovejoy K., Waters R.D., Saxton G.D. Engaging stakeholders through Twitter: How nonprofit organizations are getting more out of 140 characters or less. Public Relations Review 2012, 38(2):313-318.
18. Schultz F., Kleinnijenhuis J., Oegema D., Utz S., van Atteveldt W. Strategic framing in the BP crisis: A semantic network analysis of associative frames. Public Relations Review 2012, 38:97-107.
19. Schultz F., Raupp J. On the social construction of crises between governmental and corporate organizations. An inter-organizational and inter-systemic perspective. Public Relations Review 2010, 36(2):112-119.
20. Schultz F., Utz S., Glocka S. Crisis communication and social media. On the effects of medium, media credibility, crisis type and emotions. Paper presented at the Etmaal conference 2012.
21. Schultz F., Utz S., Göritz A. Is the medium the message? Perceptions of and reactions to crisis communication via twitter, blogs and traditional media. Public Relations Review 2011, 37:20-27.
22. SubaŠić I., Berendt B. Peddling or creating? Investigating the role of twitter in news reporting. Advances in Information Retrieval 2011, 661:207-213.
23. Utz S. Show me your friends and I will tell you what type of person you are: How one's profile, number of friends, and type of friends influence impression formation on social network sites. Journal of Computer Mediated Communication 2010, 15(2):314-335.
24. Utz S., Beukeboom C.J. The role of social network sites in romantic relationships: Effects on jealousy and relationship happiness. Journal of Computer-Mediated Communication 2011, 16(4):511-527.
25. Utz S., Krämer N. The privacy paradox on social network sites revisited: The role of individual characteristics and group norms. Cyberpsychology: Journal of Psychosocial Research on Cyberspace 2009, 3(2.). Retrieved from cyberpsychology.eu/view.php?cisloclanku=2009111001&article=2.
26. Waters R.D., Burnett E., Lamm A., Lucas J. Engaging stakeholders through social networking: How nonprofit organizations are using Facebook. Public Relations Review 2009, 35(2):102-106.
27. Weick K.E., Sutcliffe K.M., Obstfeld D. Organizing and the process of sensemaking. Organization Science 2005, 16(4):409-421.
28. Wetzer I.M., Zeelenberg M., Pieters R. Never eat in that restaurant, I did!" : Exploring why people engage in negative word-of-mouth communication. Psychology and Marketing 2007, 24(8):661-680.
29. Yang S.-U., Lim J.S. The effects of blog-mediated public relations (BMPR) on relational trust. Journal of Public Relations Research 2009, 21:341-359.