Thesis From Kansas State: Twitter, Crisis Communication, and Brand Reputation

A thesis from Kansas State University: Understanding the effects of Twitter-based crisis communications strategies on brand reputation. “The Situational Crisis Communications Theory (SCCT) states that what organizations say to various publics during a crisis should influence the extent of the reputational and financial damage a crisis can inflict on the organization’s image. Past research has focused on distinguishing types of crises and what crisis-communication strategies should be used with traditional media. Research exists, but looks at social media and its effects on brand reputation during a crisis via case studies or is an experimental design focused on the information source. There is a lack of controlled experimental studies that investigate the role of social media in crisis-communications strategies.” You can download the thesis (11MB PDF) from this page.