Dynamics of convergence behaviour in social media crisis communication – a complexity perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Milad Mirbabaie ◽  
Stefan Stieglitz ◽  
Felix Brünker
Keyword(s):  
Social Media ◽  
Emergency Management ◽  
Crisis Communication ◽  
Design Methodology ◽  
Content Type ◽  
The Public ◽  
Analysis Techniques ◽  
Twitter Data ◽  
Convergence Behaviour ◽  
Over Time

PurposeThe purpose of this study is to investigate communication on Twitter during two unpredicted crises (the Manchester bombings and the Munich shooting) and one natural disaster (Hurricane Harvey). The study contributes to understanding the dynamics of convergence behaviour archetypes during crises.Design/methodology/approachThe authors collected Twitter data and analysed approximately 7.5 million relevant cases. The communication was examined using social network analysis techniques and manual content analysis to identify convergence behaviour archetypes (CBAs). The dynamics and development of CBAs over time in crisis communication were also investigated.FindingsThe results revealed the dynamics of influential CBAs emerging in specific stages of a crisis situation. The authors derived a conceptual visualisation of convergence behaviour in social media crisis communication and introduced the terms hidden and visible network-layer to further understanding of the complexity of crisis communication.Research limitations/implicationsThe results emphasise the importance of well-prepared emergency management agencies and support the following recommendations: (1) continuous and (2) transparent communication during the crisis event as well as (3) informing the public about central information distributors from the start of the crisis are vital.Originality/valueThe study uncovered the dynamics of crisis-affected behaviour on social media during three cases. It provides a novel perspective that broadens our understanding of complex crisis communication on social media and contributes to existing knowledge of the complexity of crisis communication as well as convergence behaviour.

Paying a premium for an accounting crime

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lita – Dharmayuni ◽  
Lita – Dharmayuni
Keyword(s):  
Design Methodology ◽  
Third Parties ◽  
Literature Study ◽  
Content Type ◽  
Future Studies ◽  
The Public ◽  
Law And Legislation ◽  
Accounting Reports ◽  
Practical Implications ◽  
Over Time

Purpose This study aims to look at how the intention of a person when facing a dilemma to choose a good outcome (utilitarian) or a good and ethical process regardless of the outcome (deontological) by raising the case of PT. Asuransi Jiwasraya (Jiwasraya). Design/methodology/approach This study was conducted using a literature study method where researchers will analyze through previous research and news related to ethics, psychology and Jiwasraya cases. Findings In the Jiwasraya case, it can be said that the deontology principle has been violated, but the utilitarian principle also cannot provide benefits to the parties who should benefit, namely, the premium payers and the owners of third parties funds. In terms of intentions, at first, Jiwasraya’s management may intend to save and provide benefits to customers and the public who deposit funds at Jiwasraya (utilitarian principle). However, over time, managers choose to “allow” conditions to occur and even begin to engage in activities to take advantage of certain parties and groups by taking policies that are not by the rules (violating deontological principles) for personal gain. Research limitations/implications This study only discusses the Jiwasraya case through financial and accounting reports. Future studies can continue this research by looking at the Jiwasraya case through the law and legislation to obtain a complete picture. Practical implications With this research, it is hoped that the authors can better understand that the dilemma the author faces is rooted in the limitations of the abilities as humans; the ethics will influence all intentions for the choices the authors make. Originality/value This research uses case studies that occurred in Indonesia, the discussion is carried out using a utilitarian and deontological approach that has never been discussed regarding the Jiwasraya case before.

scholarly journals Engagement Analysis of Canadian Public Health and News Media Facebook Posts and Sentiment Analysis of Corresponding Comments during COVID-19

Psych ◽  
2022 ◽  
Vol 4 (1) ◽  
pp. 60-70
Author(s):  
Melissa MacKay ◽  
Taylor Colangeli ◽  
Sydney Gosselin ◽  
Sophie Neumann ◽  
Andrew Papadopoulos
Keyword(s):  
Social Media ◽  
News Media ◽  
Crisis Communication ◽  
Protective Measures ◽  
Essential Information ◽  
The Public ◽  
Key Stakeholders ◽  
Negative Comments ◽  
Health Related ◽  
Over Time

During the COVID-19 pandemic, key stakeholders have used social media to rapidly disseminate essential information to the public to help them make informed health-related decisions. Our research examined how the public responded to official actors’ Facebook posts during COVID-19 and examined the comment sentiment and post engagement rates. CBC News and CTV News received a greater proportion of negative comments and a lower average post engagement rate compared with Healthy Canadians. Additionally, the proportion of negative and positive comments varied over time for all sources; however, over 30% of the comments for all three actors were consistently negative. Key stakeholders should monitor the public’s response to their social media posts and adapt their messages to increase the effectiveness of their crisis communication efforts to encourage the adoption of protective measures.

How emergency managers engage Twitter users during disasters

2020 ◽  
Vol 44 (4) ◽  
pp. 933-950 ◽  
Author(s):  
Zhan Xu
Keyword(s):  
Social Media ◽  
Emergency Management ◽  
Design Methodology ◽  
Stage Model ◽  
Prodromal Stage ◽  
Content Type ◽  
Emergency Managers ◽  
Twitter Users ◽  
Negative Sentiment ◽  
Practical Implications

PurposeNatural disasters are increasingly more frequent and intense, which makes it critical for emergency managers to engage social media users during crises. This study examined emergency official accounts' social media engagement at each disaster stage based on Fink's four-stage model of crisis and disaster: prodromal, acute, chronic and termination stages and linked topics and sentiments to engagement.Design/methodology/approachUsing text mining and sentiment analysis, 1,226 original tweets posted by 66 major emergency official Twitter accounts and more than 15,000 retweets elicited across the life cycle of Hurricane Irma were analyzed.FindingsResults identified the most engaging official accounts and tweets. Most tweets and the most engaging tweets were posted in the prodromal stage. Tweets related to certain topics were significantly more engaging than others. The most frequently tweeted topics by official accounts were less engaging than some seldom tweeted topics. Negative sentiment words increased the engagingness of the tweet. Sadness was the strongest predictor of tweet engagement. Tweets that contained fewer sadness words were more engaging. Fear was stronger in positively predicting tweet engagement than anger. Results also demonstrated that words for fear and anger were critical in engaging social media discussions in the prodromal stage. Words for sadness made the tweets less engaging in the chronic stage.Originality/valueThis study provided detailed instructions on how to increase the engagingness of emergency management official accounts during disasters using computational methods. Findings have practical implications for both emergency managers and crisis researchers.

The state of social media engagement in Saudi universities

2017 ◽  
Vol 9 (2) ◽  
pp. 267-303 ◽  
Author(s):  
Norah Khalid Alsufyan ◽  
Monira Aloud
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Design Methodology ◽  
Public Universities ◽  
Private Universities ◽  
The Other ◽  
Content Type ◽  
The Public ◽  
Social Media Engagement ◽  
Social Media Platforms

Purpose The purpose of this paper is to investigate the way that Saudi universities are engaging their audience via social media platforms by means of the five meaningful themes: visibility, branding, authenticity, commitment, and engagement. The study will answer the questions: how do Saudi universities exploit social media platforms to engage their target audience? What are the recommendations for Saudi universities toward maximizing the value of social media engagement? Design/methodology/approach A content analysis approach was used to study all Saudi universities (26 public, 11 private). Facebook, YouTube, LinkedIn and Twitter were the anticipated social media platforms in this study. Findings The results showed that Twitter is the most frequently used platform to communicate with audiences. While visibility in the anticipated social media platforms was high, the engagement was lacking. On the other hand, authenticity and branding in the anticipated social media platforms were medium, while commitment was low except on Twitter. In general, the private universities exceed the public universities in terms of visibility, branding, authenticity, commitment and engagement in the anticipated social media platforms, which indicates their attention on gaining their audience’s satisfaction, a dynamic of trust which will lead to maintaining current relationships or building new ones. Originality/value Since there are few studies in the field regarding social media platforms usage by Saudi universities, this study aims to understand how Saudi universities are utilizing social media platforms to engage their audiences and propose recommendations for how Saudi universities can build value from social media platforms.

The impact of the SARS-CoV-2 pandemic on tourists’ personal prestige – an experimental study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Friedericke Kuhn ◽  
Florian Kock ◽  
Martin Lohmann
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Public Discourse ◽  
Conspicuous Consumption ◽  
Social Perceptions ◽  
Content Type ◽  
Leisure Travel ◽  
News Reporting ◽  
The Public ◽  
The Impact

Purpose The severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2) pandemic has drastically affected the public discourse on tourism in news reporting and on social media, potentially changing social perceptions of travel and its utility for conspicuous consumption. Prestige enhancement is a common tourist motivation, yet, as tourists have been portrayed as irresponsible and even dangerous during the pandemic, the benefits of travel for personal prestige may have been affected. The purpose of this study is to monitor changes in tourists’ personal prestige during the early pandemic in 2020. Design/methodology/approach The authors developed an innovative study design implicitly measuring the personal prestige of tourists shown on experimentally manipulated social media posts. Three measurement waves were issued to compare the personal prestige of tourists just before, during and after the first lockdown situation in Germany. Findings Differences regarding evaluations of tourists’ prestige were found for prestige dimensions of hedonism, achievements, wealth and power, suggesting that prestige ascription to tourists has been affected by the changing discourse on leisure travel. Originality/value This study contributes to the discussion of the socio-psychological effects of the SARS-CoV-2 pandemic on customer benefits of leisure travel. It exposes possible impacts of the pandemic on tourisms’ value for conspicuous consumption and prestige enhancement.

Social media analytics: how they support company public relations

2019 ◽  
Vol 40 (1) ◽  
pp. 28-34 ◽  
Author(s):  
Lisa Tam ◽  
Jeong-Nam Kim
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Design Methodology ◽  
Social Media Analytics ◽  
Social Media Data ◽  
Content Type ◽  
The Public ◽  
The Public Sphere ◽  
Use Of Social Media ◽  
Media Data

Purpose In the midst of practitioners’ increasing use of social media analytics (SMA) in guiding public relations (PR) strategy, this paper aims to present the capabilities and limitations of these tools and offers suggestions on how to best use them to gain research-based insights. Design/methodology/approach This review assesses the capabilities and limitations of SMA tools based on industry reports and research articles on trends in PR and SMA. Findings The strengths of SMA tools lie in their capability to gather and aggregate a large quantity of real-time social media data, use algorithms to analyze the data and present the results in ways meaningful to organizations and understand networks of issues and publics. However, there are also challenges, including the increasing restricted access to social media data, the increased use of bots, skewing social conversations in the public sphere, the lack of capability to analyze certain types of data, such as visual data and the discrepancy between data collected on social media and through other methods. Originality/value This review suggests that PR professionals acknowledge the capabilities and limitations of SMA tools when using them to inform strategy.

Change in the library: the viewpoint of a columnist

2018 ◽  
Vol 119 (11) ◽  
pp. 613-617
Author(s):  
Bruce Massis
Keyword(s):  
Design Methodology ◽  
Communication Skill ◽  
Personal Communication ◽  
The Internet ◽  
Content Type ◽  
Face To Face ◽  
The Public ◽  
Human Touch ◽  
Customer Services ◽  
Over Time

Purpose The purpose of this study is to reflect on the author’s decade as a columnist for New Library World and Information and Learning Science. Design/methodology/approach This paper provides literature review and commentary on this topic that has been addressed by professionals, researchers and practitioners. Findings When a patron approaches a librarian with a question, and the resources are discovered that can aid and support that patron in finding a solution to his or her dilemma, the stock of the librarian rises, reminding the public that with all the changes around the profession since the advent of the internet, the human touch, that face-to-face interaction and personal communication skill, still remains a significant instrument in the librarian’s customer services toolkit. Originality/value The value in exploring this topic is for others to acknowledge that which has been gained over time by an experienced library colleague.

The importance of looking good

2016 ◽  
Vol 32 (7) ◽  
pp. 14-16
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Reading Time ◽  
Online Communication ◽  
Fundamental Aspect ◽  
Content Type ◽  
The Public ◽  
Pertinent Information ◽  
A Company ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings The ever-widening expanse of social media means that all companies now need an online profile. But such increased exposure means that companies are now under the influence of the public to look good. The need to strive for a good e-reputation is a fundamental aspect of any social media presence for a company. Instant communication means that public dissatisfaction can accumulate uncontrollably. Therefore, effective online communication of ethical plans and initiatives by companies through social media is a key concern. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

User engagement in social media – an explorative study of Swedish fashion brands

2016 ◽  
Vol 20 (2) ◽  
pp. 177-190 ◽  
Author(s):  
Andrea Geissinger ◽  
Christofer Laurell
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Empirical Support ◽  
User Engagement ◽  
Fashion Industry ◽  
Content Type ◽  
Explorative Study ◽  
Different Types ◽  
Media Applications ◽  
Over Time

Purpose – The purpose of this paper is to add to the literature by exploring how curvilinear manifestations of user engagement can be explained in the setting of fashion-oriented social media. Design/methodology/approach – This study analyses how ten Swedish fashion brands have been integrated in expressions of user engagement in social media. In total, a material of 11,173 user-generated contents from different types of social media applications over a period of 12 weeks was collected and analysed. Findings – The results of this paper show that user engagement fluctuates considerably over time in social media. It also shows that the degree of engagement varies between different forms of social media applications. Originality/value – This study contributes to the literature on fashion marketing and user engagement by adding empirical support for the suggestion that expressions of engagement found in social media are curvilinear in their nature. It also concludes that highly involved and engaged users, instead of being brand activists, tend to be variety seekers in the studied setting that when taken together represents an emerging managerial challenge for the fashion industry and particularly fashion firms.

Does rivalry matter? An analysis of sport consumer interest on social media

2019 ◽  
Vol 20 (4) ◽  
pp. 646-665 ◽  
Author(s):  
Nicholas Masafumi Watanabe ◽  
Ann Pegoraro ◽  
Grace Yan ◽  
Stephen L. Shapiro
Keyword(s):  
Social Media ◽  
Fixed Effects ◽  
Design Methodology ◽  
Empirical Examination ◽  
Content Type ◽  
Digital Platforms ◽  
Twitter Data ◽  
Panel Regressions ◽  
Number Of Factors ◽  
Practical Implications

Purpose Previous research on rivalry games in sport has predominantly focused on understanding the nature of these games and their effects on consumer behavior. As such, the purpose of this paper is to conduct an empirical examination to provide better theoretical and empirical understanding of how rivalries may impact the posting of content online. Design/methodology/approach This research utilizes Twitter data measuring the number of posts by individuals about college football teams to model how often fans create content during game days. The models in this study were estimated using fixed-effects panel regressions. Findings After controlling for a number of factors, including the type of rivalry game, results indicate fans post more during traditional rivalries. Furthermore, newer rivalry games had less impact on the amount of content posted about a team. Practical implications The findings from this research provide sport marketers with important information regarding fan use of digital platforms. Notably, the results suggest rivalries can help to boost the volume of content individuals post about a team, indicating these games provide teams with an opportunity to maximize their engagement with fans and focus on key marketing objectives. Originality/value To date, there has been little examination considering whether rivalries affect behaviors in the digital realm. Therefore, the current investigation is one of the first studies to examine how rivalries impact social media behavior.

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