A Framework for Managing Corporate Social Media Crisis

    Publikation: KonferencebidragKonferenceabstrakt til konferenceForskningpeer review

    Resumé

    Social media crises pose significant challenges for organizations in terms of their rapid rate of spread and potential negative associations in terms of brand parameters and sustained negative advocacy by users. This paper reports on a multiple case study of four different social media crises that is informed by the crisis communication theories and grounded in the methodologies of netnography and big social data analytics. Findings show that voluminous but also transient nature of social media crises, different strategies employed by the organizations to manage the crises and their results, and a diversity of collective user actions. Based on the findings, we recommend that companies should choose a response strategy that is suitable for the type of crisis they are experiencing as well as the industry sector they belong to. We apply the findings to McKinsey’s 7S framework to offer a preliminary framework for managing social media crises.
    OriginalsprogEngelsk
    Publikationsdato2015
    Antal sider1
    StatusUdgivet - 2015
    BegivenhedThe 6th International Conference on Social Media & Society. SMSociety 2015 - Toronto, Canada
    Varighed: 27 jul. 201529 jul. 2015
    Konferencens nummer: 6
    http://smsociety15.sched.org/

    Konference

    KonferenceThe 6th International Conference on Social Media & Society. SMSociety 2015
    Nummer6
    LandCanada
    ByToronto
    Periode27/07/201529/07/2015
    Internetadresse

    Citer dette

    Iskou Sørensen, J., Mukkamala, R. R., Hussain, A., & Vatrapu, R. (2015). A Framework for Managing Corporate Social Media Crisis. Abstract fra The 6th International Conference on Social Media & Society. SMSociety 2015, Toronto, Canada.
    Iskou Sørensen, Jannie ; Mukkamala, Raghava Rao ; Hussain, Abid ; Vatrapu, Ravi. / A Framework for Managing Corporate Social Media Crisis. Abstract fra The 6th International Conference on Social Media & Society. SMSociety 2015, Toronto, Canada.1 s.
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    Iskou Sørensen, J, Mukkamala, RR, Hussain, A & Vatrapu, R 2015, 'A Framework for Managing Corporate Social Media Crisis' The 6th International Conference on Social Media & Society. SMSociety 2015, Toronto, Canada, 27/07/2015 - 29/07/2015, .

    A Framework for Managing Corporate Social Media Crisis. / Iskou Sørensen, Jannie; Mukkamala, Raghava Rao; Hussain, Abid; Vatrapu, Ravi.

    2015. Abstract fra The 6th International Conference on Social Media & Society. SMSociety 2015, Toronto, Canada.

    Publikation: KonferencebidragKonferenceabstrakt til konferenceForskningpeer review

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    T1 - A Framework for Managing Corporate Social Media Crisis

    AU - Iskou Sørensen, Jannie

    AU - Mukkamala, Raghava Rao

    AU - Hussain, Abid

    AU - Vatrapu, Ravi

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    AB - Social media crises pose significant challenges for organizations in terms of their rapid rate of spread and potential negative associations in terms of brand parameters and sustained negative advocacy by users. This paper reports on a multiple case study of four different social media crises that is informed by the crisis communication theories and grounded in the methodologies of netnography and big social data analytics. Findings show that voluminous but also transient nature of social media crises, different strategies employed by the organizations to manage the crises and their results, and a diversity of collective user actions. Based on the findings, we recommend that companies should choose a response strategy that is suitable for the type of crisis they are experiencing as well as the industry sector they belong to. We apply the findings to McKinsey’s 7S framework to offer a preliminary framework for managing social media crises.

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    Iskou Sørensen J, Mukkamala RR, Hussain A, Vatrapu R. A Framework for Managing Corporate Social Media Crisis. 2015. Abstract fra The 6th International Conference on Social Media & Society. SMSociety 2015, Toronto, Canada.