Negotiating crisis in the social media environment: Evolution of crises online, gaining credibility offline

Corporate Communications

Volumn 19, Issue 1, 2014, Pages 96-118

  Pang, Augustine ^a   Hassan, Nasrath Begam Binte Abul ^a   Chong, Aaron Chee Yang ^a  

^a NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

Author keywords

Case studies; Communication management; Communication technologies; Corporate communications; Crisis management; Media

Indexed keywords

EID: 84898486434     PISSN: 13563289     EISSN: None     Source Type: Journal    
DOI: 10.1108/CCIJ-09-2012-0064     Document Type: Article

References (94)

1. Austin, L., Liu, B.F., Jin, Y. (2012), "How audiences seek out crisis information: exploring the social mediated crisis communication model" in Journal of Applied Communication Research, Vol. 40, No. 2, pp. 188-207.
2. Beckett, C., Mansell, R. (2008), "Crossing boundaries: new media and networked journalism" in Communication, Culture & Critique, Vol. 1, No. 1, pp. 92-104.
3. Benoit, W.L. (2000), "Another visit to the theory of image restoration strategies" in Communication Quarterly, Vol. 48, No. 1, pp. 40-44.
4. Benoit, W.L., Pang, A. (2008), "Crisis communication and image repair discourse" in Hansen-Horn, T. and Neff, B.D. (Eds.), Public Relations: From Theory to Practice, Pearson Allyn & Bacon, Boston, MA, pp. 244-261.
5. Bernoff, J., Li, C. (2008), "Harnessing the power of the oh-so-social web" in MIT Sloan Management Review, Vol. 49, No. 3, pp. 36-43.
6. Boczkowski, P.J. (2004), Digitizing the News: Innovation in Online Newspapers, MIT Press, Cambridge, MA.
7. Brady, T. (2013), "When facts interfere with a good story" in New York Times International Weekly-Today, Vol. 4, May, p. 4.
8. Briones, R.L., Kuch, B., Liu, B.F., Jin, Y. (2011), "Keeping up with the digital age: How the American Red Cross uses social media to build relationships" in Public Relations Review, Vol. 37, No. 1, pp. 37-43.
9. Broersma, M., Graham, T. (2012), "Social media as beat: tweets as a news source during the 2010 British and Dutch elections" in Journalism Practice, Vol. 6, No. 3, pp. 403-419.
10. Cheong, Y.S. (2013), OB Markers, Straits Times Press, Singapore.
11. Christ, P. (2007), "Internet technologies and trends transforming public relations" in Journal of Website Promotion, Vol. 1, No. 4, pp. 3-14.
12. Coombs, W.T. (2010), "Parameters for crisis communication" in Coombs, W.T. and Holladay, S.J. (Eds.), Handbook of Crisis Communication, Wiley-Blackwell, Malden, MA, pp. 17-53.
13. Coombs, W.T., Holladay, J. (2012), "The paracrisis: the challenges created by publicly managing crisis prevention" in Public Relations Review, Vol. 38, No. 3, pp. 408-415.
14. Crowe, A. (2009), "Dirty Dominos workers found, fired", available at: www.dailyfinance.com/2009/04/15/dirty-dominos-workers-found-fired/ (accessed 28 February, 2012).
15. Dardis, F., Haigh, M.M. (2009), "Prescribing versus describing: testing image restoration strategies in crisis situation" in Corporate Communications: An International Journal, Vol. 14, No. 1, pp. 101-118.
16. Dell (2007), "Chairman and CEO Michael Dell's annual letter to customers, partners, shareholders and colleagues", April 1, Fiscal 2007 in review, available at: www.dell.com/Learn/us/en/uscorp1/financials/fy07-year-in-review (accessed April 25, 2013).
17. Dell Financials (2013), Dell Financials, available at: Http://i.dell.com/sites/doccontent/corporate/financials / en / Documents / ar_Dell2004.pdf; http://i.dell.com/sites/doccontent/corporate/financials / en / Documents / ar_fy2005_annual.pdf;http://i.dell.com/sites/doccontent/corporate/financials/en/Documents/ar_fy2006_annual.pdf; http://www.dell.com/Learn/us/en/uscorp1/financials/fy07-year-in-review?c=us&l=en&s=corp&cs=uscorp1&delphi: gr=true;http://www.dell.com/Learn/us/en/uscorp1/corp-comm/ir-FY08-in-Review?c=us&l=en&s=corp&cs=uscorp1&delphi:gr=true (accessed April 23, 2013).
18. Deuze, M. (2003), "The web and its journalisms: considering the consequences of different types of newsmedia online" in New Media and Society, Vol. 5, No. 2, pp. 203-230.
19. DiNardo, A.M. (2002), "The internet as a crisis management tool: A critique of banking sites during Y2K" in Public Relations Review, Vol. 28, No. 4, pp. 367-378.
20. DiStaso, M.W., McCorkindale, T., Wright, D.K. (2011), "How public relations executives perceive and measure the impact of social media in their organizations" in Public Relations Review, Vol. 37, pp. 325-328.
21. Dowd, M. (2013), "Lost in the 'total noise' of information" in New York Times, Syndicated in The Straits Times, Vol. 25, April, p. A28.
22. Dye, J.F., Schatz, I.M., Rosenberg, B.A., Coleman, S.T. (2000), "Constant comparison method: A kaleidoscope of data" in The Qualitative Report, Vol. 4, Nos 1/2, pp. 1-9.
23. ebonygentleman79 (2009), "Dominoes dirty pizza video", 16 April, available at: www.youtube.com/watch?v=OhBmWxQpedI/ (accessed March 1, 2012).
24. Economist (2010), "Too fat to fly? The Kevin Smith situation", Economist, 8 March, available at: www.economist.com/blogs/gulliver/2010/02/too_fat_fly (accessed 12 April, 2012).
25. Eyal, J. (2013), "Breaking news will never be the same again" in The Straits Times, Vol. 2, April, p. A18.
26. Fearn-Banks, K. (2011), Crisis Communications, 4th ed., Routledge, New York, NY.
27. Flandez, R. (2009), Domino's Response Offers Lessons in Crisis Management, 8 November, available at: Http://blogs.wsj.com/independentstreet/2009/04/20/dominos-response-offers-lessons-in-crisis-management/ (accessed 20 March 2012).
28. Form 10-K (2010), UAL CORP, available at: Http://phx.corporate-ir.net/External.File?item=UGFyZW50SUQ9Mzc0NDY0fENoaWxkSUQ9MzcyNjAzfFR5cGU9MQ=&t=1 (accessed April 25, 2013).
29. Freberg, K., Graham, K., McGaughey, K., Freberg, L.A. (2011), "Who are the social media influencers? A study of public perceptions of personality" in Public Relations Review, Vol. 37, No. 1, pp. 90-92.
30. George, C. (2012), Freedom from the Press, NUS Press, Singapore.
31. Glaser, B.G., Strauss, A.L. (1967), The Discovery of Grounded Theory: Strategies for Qualitative Research, Aldine de Gruyter, Hawthorne, NY.
32. Goetz, J.P., LeCompte, M.D. (1981), "Ethnographic research and the problem of Data Reduction1" in Anthropology & Education Quarterly, Vol. 12, No. 1, pp. 51-70.
33. Goggin, G., Newell, C. (2003), Digital Disability: The Social Construction of Disability in New Media, Rowman & Littlefield, Lanham, MD.
34. Gonzalez-Herrero, A., Smith, S. (2008), "Crisis communications management on the web: How internet based technologies are changing the way public relations professionals handle business crises" in Journal of Contingencies and Crisis Management, Vol. 16, No. 3, pp. 143-153.
35. Greer, C.F., Moreland, K.D. (2003), "United Airlines' and American Airlines' online crisis communication following the September 11 terrorist attacks" in Public Relations Review, Vol. 29, No. 4, pp. 427-441.
36. Guardian (2009), "Singer gets his revenge on United Airlines and soars to fame", Guardian, 23 July, available at: www.guardian.co.uk/news/blog/2009/jul/23/youtube-united-breaks-guitars-video (accessed 14 April 2013).
37. Hagar, C., Haythornthwaite, C. (2005), "Crisis, farming & community" in The Journal of Community Informatics, Vol. 1, No. 3, pp. 41-52.
38. Hartley, J. (2004), "Case study research" in Cassell, C. and Symon, G. (Eds.), Essential Guide to Qualitative Methods in Organizational Research, Sage, Thousand Oaks, CA, pp. 323-333.
39. Henson, B. (2013), "Cracking three hoary chestnuts", April 28, available at: Http://berthahenson.wordpress.com/2013/ (accessed May 6, 2013).
40. Hilse, M., Hoewner, J. (1998), "The communication crisis in the internet and what one can do against it" in Crimp, M. (Ed.), Interactive Enterprise Communication, IMK, Frankfurt, pp. 137-154.
41. Ho, B., Auyong, G., Dong, J., Lau, L.T., Pang, A. (2011), "Enduring image: toward a conceptualisation capturing defining moments in crises - and how these impact organisations", Proceedings of the 10th Conference on Corporate Communication, New York, NY, pp. 276-293.
42. Hoe, Y.N. (2012), "Grace Fu criticised over Facebook comments on pay review", 5 January 2012, available at: www.channelnewsasia.com/stories/singaporelocalnews/view/1175018/1/.html/ (accessed 20 March 2012).
43. Holcomb, J., Mitchell, A. (2011), "How mainstream media outlets use Twitter", available at: www.journalism.org/node/27311/ (accessed 20 March 2012).
44. Hughes, A.L., Palen, L., Sutton, J., Liu, S.B., Vieweg, S. (2008), "Site-seeing in disaster: An examination of on-line social convergence", Proceedings of the 5th International ISCRAM Conference, Washington, DC.
45. Jarvis, J. (2005a), "Dell hell: Deaf and dumb", BuzzMachine, 11 July, available at: Http://buzzmachine.com/archives/cat_dell.html / (accessed March 10, 2012).
46. Jarvis, J. (2005b), "Dell still sucks, Dell still lies", BuzzMachine, 26 June, available at: Http://buzzmachine.com/archives/cat_dell.html / (accessed March 10, 2012).
47. Jenkins, H. (2006), Convergence Culture: Where Old and New Media Collide, New York University Press, New York, NY.
48. Jin, Y., Liu, B.F. (2010), "The blog-mediated crisis communication model: recommendations for responding to influential external blogs" in Journal of Public Relations Research, Vol. 22, No. 4, pp. 429-455.
49. Jordaan, M. (2013), "Poke me, I'm a journalist: the impact of Facebook and Twitter on newsroom routines and cultures at two South African weeklies" in African Journalism Studies, Vol. 34, No. 1, pp. 21-35.
50. Kiesow, D. (2010), "Schiller: social media is underused as a journalism tool", 22 November 2010, available at: www.poynter.org/latest-news/media-lab/social-media/106897.
51. Knight, M. (2012), "Journalism as usual: the use of social media as a newsgathering tool in the coverage of the Iranian elections 2009" in Journal of Media Practice, Vol. 13, No. 1, pp. 61-74.
52. Kristensen, N.N., Mortensen, M. (2013), "Amatuer sources breaking the news, metasources authorizing the news of Gaddafi's death", Digital Journalism, available at: Http://dx.doi.org/10.1080/21670811.2013.790610 (accessed April 26, 2013).
53. Lariscy, R.W., Avery, E.J., Sweetser, K.D., Howes, P. (2009), "An examination of the role of online social media in journalists' source mix" in Public Relations Review, Vol. 35, pp. 314-316.
54. Lee, L. (2005), "Dell: In the Bloghouse", Businessweek, available at: www.businessweek.com/stories/2005-08-24/dell-in-the-bloghouse (accessed April 15, 2013).
55. Leonard, T. (2006), "Blogging all over the world", available at: www.telegraph.co.uk/culture/3655963/Blogging-all-over-the-world.html (accessed March 1, 2012).
56. Lim, L. (2012), "Younger ministers move up in Cabinet reshuffle", Prime Minister's Office, August 1, available at: www.pmo.gov.sg/content/pmosite/mediacentre/inthenews/primeminister/2012/August/younger_ministersmoveupincabinetreshuffle.html (accessed April 25, 2013).
57. Lincoln, Y.S., Guba, E.G. (1985), Naturalistic Inquiry, Sage, Thousand Oaks, CA.
58. Lovejoy, K., Waters, R.D., Saxton, G.D. (2012), "Engaging stakeholders through Twitter: How non-profit organizations are getting more out of the 140 characters or less" in Public Relations Review, Vol. 38, pp. 313-318.
59. McEwan, M. (2010), "Kevin Smith: Too Fat to Fly; PR Nightmare for Southwest", 15 February, available at: Http://shakespearessister.blogspot.com/2010/02/kevin-smith-too-fat-to-fly-pr-nightmare.html (accessed March 2, 2012).
60. McGrath, P. (1997), "The web: infotopia or marketplace?" in Newsweek, Vol. January 27, pp. 82-84.
61. McNeill, C. (2010), "Not so silent bob, nuts about Southwest", 14 February, available at: www.blogsouthwest.com/blog/not-so-silent-bob/ (accessed March 3, 2012).
62. Mashable (2009), "United Breaks Guitar Surpasses 3 Million views in 10 day", Mashable, 15 July, available at: Http://mashable.com/2009/07/15/united-breaks-guitars (accessed April 12, 2012).
63. NBC (2009), "Dirty Domino's workers charged for prank", NBC Washington, July 13, available at: www.nbcwashington.com/news/archive/Dirty-Dominos-Pizza-Workers-Charged.html/ (accessed May 1, 2013).
64. Newman, N. (2009), "The rise of social media and its impact on mainstream journalism: A study of how newspapers and broadcasters in the UK and US are responding to a wave of participatory social media, and a historic shift in control towards individual consumers", Reuters Institute for the Study of Journalism, working paper, University of Oxford.
65. Oriella PR Network (201), "The influence game: How news is sourced and managed today", Global Digital Journalism Study 2012, Oriella PR Network, available at: www.oriellaprnetwork.com/sites/default/files/research/Oriella%20Digital%20Journalism%20Study%202012%20Final%20US.pdf (accessed April 26, 2013).
66. Owyang, J., Jones, A., Tran, C., Nguyen, A. (2011), Social Business Readiness: How Advanced Companies Prepare Internally, Altimeter Group, available at: www.slideshare.net/jeremiah_owyang/social-readiness-how-advanced-companies-prepare (accessed November 8, 2011).
67. Palen, L., Vieweg, S., Liu, S.B., Hughes, A.L. (2009), "Crisis in a networked world" in Social Science Computer Review, Vol. 7, No. 4, pp. 467-480.
68. Palenchar, M.J., Veil, S.R. (2011), "The complex interweaving of social media into crisis planning and response", paper presented at the 2nd International Crisis Communication Conference, Aarhus, Denmark, pp. 550-580.
69. Pang, A. (in press), "Dealing with external stakeholders during the crisis: managing the information vacuum" DuBrin, A.J. (Ed.), Handbook of Research on Crisis Leadership in Organizations, Edward Elgar Publishing, Northampton, MA.
70. Pang, A. (2010), "Mediating the media: A journalist-centric model in managing the media by corporate communication practitioners" in Corporate Communications: An International Journal, Vol. 15, No. 2, pp. 192-204.
71. Pang, A. (2013), "Social media hype in times of crises: How can organizations respond? paper presented at the annual conference of Australia and New Zealand Communication Association, Perth, WA.
72. Pang, A., Jin, Y., Cameron, G.T. (2010), "Strategic management of communication: insights from the contingency theory of strategic conflict management" in Heath, R.L. (Ed.), Sage Handbook of Public Relations, Sage, Thousand Oaks, CA, pp. 17-34.
73. Poindexter, P.M. (2012), Millenials, News and Social Media, Peter Lang, New York, NY.
74. Schwartz, A. (2012), "How publics use social media to respond to blame games in crisis communication: The Love Parade tragedy in Duisburg 2010" in Public Relations Review, Vol. 38, pp. 430-437.
75. Shapiro, A.L. (1999), The Control Revolution: How the Internet is Putting Individuals in Charge and Changing the World we Know, Public Affairs, New York, NY.
76. Siah, J., Bansal, M., Pang, A. (2010), "New media: A new medium in escalating crises?" in Corporate Communications: An International Journal, Vol. 15, No. 2, pp. 143-155.
77. Silver, N. (2011), Police Clashes Spur Coverage of Wall Street Protests, February 10, available at: Http://fivethirtyeight.blogs.nytimes.com/2011/10/07/police-clashes-spur-coverage-of-wall-street-protests (accessed 13 April 2012).
78. Skoler, M. (2009), "Why the news media became irrelevant - and how social media can help" in Nieman Reports, Fall, pp. 38-40.
79. Social Media Risk (2010), "United Loses Millions on Social Media", Social Media Risk, 17 March, available at: Http://socialmediarisk.com/2010/03/case-study-united-airlines-loses-millions-on-social-media (accessed April 12, 2012).
80. Sonderman, J. (2012), "6 things we learned about journalism from social media week", February 15, available at: www.poynter.org/latest-news/media-lab/social-media/163101/6-things-we-learned-about-journalism-from-social-media-week (accessed February 20, 2012).
81. "To our shareholders" (2009), "Domino's Pizza: About to turn 50, looking better than ever", available at: Http://phx.corporate-ir.net/External.File?item=UGFyZW50SUQ9MzY2O TR8Q2hpbGRJRD0tMXxUeXBlPTM=&t=1 (accessed April 25, 2013).
82. Ulmer, R.R., Sellnow, T.L., Seeger, M.W. (2007), Effective Crisis Communication, Sage, Thousand Oaks, CA.
83. Valentini, C., Krukerberg, D. (2011), "Iran's Twitter revolution": A case study about a political crisis", Proceedings from the 2nd International Crisis Communication Conference, Aarhus, Denmark, pp. 832-862.
84. Vasterman, P. (2005), "Media-hype" in European Journal of Communication, Vol. 20, No. 4, pp. 508-530.
85. Wang, R., Owyang, J. (2010), Social CRM: The New Rules of Relationship Management, available at: www.slideshare.net/jeremiah_owyang/social-crm-the-new-rules-of-relationship-management (accessed October 11, 2011).
86. Waters, R.D., Burnett, E., Lamm, A., Lucas, K. (2009), "Engaging stakeholders through social networking: How non-profit organizations are using Facebook" in Public Relations Review, Vol. 35, No. 2, pp. 102-106.
87. White, C., Raman, N. (1999), "The World Wide Web as a public relations medium: the use of research, planning, and evaluation in web site development" in Public Relations Review, Vol. 25, No. 4, pp. 405-419.
88. Wilcox, D.L., Cameron, G.T. (2009), Public Relations Strategies and Tactics, 9th ed., Pearson Allyn and Bacon, Boston, MA.
89. Wimmer, R.D., Dominick, J.R. (1997), Mass Media Research: An Introduction, 5th ed., Wadsworth, Belmont, CA.
90. Wong, J.A. (2012), "Grace Fu clarifies Facebook post on ministerial pay", Today, 6 January, available at: www.todayonlinecom/Singapore/EDC120106-0000047/Grace-Fu-clarifies-Facebook-post-on-ministerial-pay.
91. Yin, R.K. (1993), Applications of Case Study Research, Sage, Newbury Park, CA.
92. York, B.E. (2009), "The aftermath of Domino's PR-disaster video", Advertising Age, 15 April 2009, available at: Http://adage.com/article/news/aftermath-domino-s-pr-disaster-video/136004 (accessed April 14, 2012).
93. "Kevin Smith too fat to fly" (2010), ABC News, available at: Http://abcnews.go.com/WN/kevin-smith-fat-fly/story?id=9837268 (accessed 14 April 2013).
94. CMP TechWeb (2005), "Dell in dust up over online support", CMP TechWeb, 14 July, Factiva, Document CMPT000020050715e17e00001 (accessed May 5, 2013).