Phys .org: Review finds big blind spots in research on social media and crisis communications

Phys .org: Review finds big blind spots in research on social media and crisis communications. “A team of communication experts calls for researchers and organizations to take a global view when assessing how to use social media for crisis communication efforts, particularly in view of the COVID-19 pandemic. The call stems from a detailed assessment of almost 200 studies spanning 15 years, which found large swathes of the social media landscape essentially unstudied.”

Crisis Management through Twitter: The Case of the Barcelona Attacks (Universitat Oberta de Catalunya)

Universitat Oberta de Catalunya: Crisis Management through Twitter: The Case of the Barcelona Attacks. “This article explores how the Government of Catalonia managed the emergency scenario during terrorists attacks of August 2017 (from 17th to 22nd ) in Barcelona. Twitter was used for public services, Mossos d’Esquadra (the police force of Catalonia) and the Government of Catalonia Civil Defence, as an essential tool to broadcast information, secure people’s security and drive the investigation. We gathered the network of Twitter posts and interactions, with tens of thousands of users, who helped spreading the information, and applied a social network analysis (SNA) methodology to conclude how those users contribute on the crisis management. In this investigation, we have focused on two questions: How does information diffusion spread during this crisis? And who are the actors that contribute to the expansion? This article aims to inform and explore how public services can use […]

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.