See discussions, stats, and author profiles for this publication at: [Link]

net/publication/316488786

Social media and crisis communication

Book · July 2017

CITATIONS READS

36 16,417

2 authors:

Lucinda Austin Yan Jin

University of North Carolina at Chapel Hill University of Georgia
66 PUBLICATIONS 2,387 CITATIONS 133 PUBLICATIONS 6,090 CITATIONS

SEE PROFILE SEE PROFILE

All content following this page was uploaded by Lucinda Austin on 19 July 2017.

The user has requested enhancement of the downloaded file.

 SOCIAL MEDIA
AND CRISIS
COMMUNICATION
Lucinda L. Austin and Yan Jin
SOCIAL MEDIA AND CRISIS
COMMUNICATION

Social Media and Crisis Communication provides a unique and timely contribution to
the field of crisis communication by addressing how social media is influencing the
practice of crisis communication. The book, with a collection of chapters contributed
by leading communication researchers, covers the current and emerging interplay of
social media and crisis communication, recent theories and frameworks, overviews of
dominant research streams, applications in specific crisis areas, and future directions.

Both the theoretical and the practical are discussed, providing a volume that
appeals to both academic-minded readers and professionals at the managerial,
decision-making level. The audience includes public relations and corporate
communication scholars, graduate students studying social media and crisis com-
munication, researchers, crisis managers working in communication departments,
and business leaders who make strategic business communication planning. No
other volume has provided the overarching synthesis of information regarding the
field of crisis communication and social media that this book contains. Incorpo-
rated in this volume is the recent social-mediated crisis communication model
developed by the editors and their co-authors, which serves as a framework for
crisis and issues management in a rapidly evolving media landscape.

Lucinda Austin is an assistant professor at the University of North Carolina at

Chapel Hill, where she researches social media, health and crisis communication, and
publics’ perspectives in CSR and relationship building. Austin has published in journals
including Communication Research, the Journal of Applied Communication Research, Health
Communication, the Journal of Public Relations Research, and PR Review. She has been
awarded AEJMC’s Promising Professors and SuPRstar Awards, Arthur Page Center’s
Legacy Educator and Scholar Awards, and NCA’s PRIDE Award.

Yan Jin is an associate professor at the University of Georgia. Her research focuses
on crisis communication, social media, and the role of emotions in strategic con-
flict management. She has authored over 50 journal articles and 20 book chapters.
She has presented over 100 research papers and received 14 top paper awards at
national and international research conferences. Jin has been awarded AEJMC’s
Krieghbaum Under-40 Award and is a member of the Arthur W. Page Society.
SOCIAL MEDIA
AND CRISIS
COMMUNICATION

Edited by Lucinda Austin and Yan Jin

First published 2018
by Routledge
711 Third Avenue, New York, NY 10017
and by Routledge
2 Park Square, Milton Park, Abingdon, Oxon OX14 4RN
Routledge is an imprint of the Taylor & Francis Group, an informa business
© 2017 Taylor & Francis
The right of Lucinda Austin and Yan Jin to be identified as the authors
of this part of the Work has been asserted by them in accordance with
sections 77 and 78 of the Copyright, Designs and Patents Act 1988.
All rights reserved. No part of this book may be reprinted or reproduced
or utilised in any form or by any electronic, mechanical, or other means,
now known or hereafter invented, including photocopying and recording,
or in any information storage or retrieval system, without permission in
writing from the publishers.
Trademark notice: Product or corporate names may be trademarks or
registered trademarks, and are used only for identification and explanation
without intent to infringe.
Library of Congress Cataloging-in-Publication Data
A catalog record for this title has been requested
ISBN: 978-1-138-81199-7 (hbk)
ISBN: 978-1-138-81200-0 (pbk)
ISBN: 978-1-315-74906-8 (ebk)

Typeset Bembo
by Apex CoVantage, LLC
CONTENTS

Contributors x

Introduction 1
Lucinda Austin and Yan Jin

SECTION I
Overview of Social Media Research in
Crisis Communication 7

1 The Status of Social-Mediated Crisis Communication (SMCC)

Research: An Analysis of Published Articles in 2002–2014 9
Yang Cheng and Glen Cameron

2 Revising Situational Crisis Communication Theory:

The Influences of Social Media on Crisis Communication
Theory and Practice 21
W. Timothy Coombs

SECTION II
Current Issues of Social Media and Crisis Communication 39

3 Communicating Strategic Change: The Continuum of

Reputation, Issues Management, and Crisis Management
Is Built on a Positive Corporate Culture 41
Michael B. Goodman
vi Contents

4 Handling Crises in Social Media: From Stakeholder Crisis

Awareness and Sense Making to Organizational Crisis
Preparedness 57
Chiara Valentini, Stefania Romenti, and Dean Kruckeberg

5 Ethical Engagement at a Time of Crisis in the Social Era 68

Chun-Ju Flora Hung-Baesecke and Shannon A. Bowen

SECTION III
Foundations and Frameworks 81

SECTION III-A
Foundations and Frameworks: Organizational
Approaches and Considerations 83

6 The Role of Public Relations Leadership in Effective Social

Media and Crisis Communication Management 85
Juan Meng and Bruce K. Berger

7 The Corporate Social Media Spokesperson: Who Should

Speak on Behalf of the Organization in Times of Crises? 99
Ratna Damayanti, Stacey Rodrigues, Samuel Chua, and
Augustine Pang

8 Examining Public Responses to Social Media Crisis

Communication Strategies in the United States and China 114
Zifei Fay Chen and Bryan H. Reber

SECTION III-B
Foundations and Frameworks: Audience-Oriented
Approaches and Considerations 127

9 Toward More Audience-Oriented Approaches to Crisis

Communication and Social Media Research 129
Julia Daisy Fraustino and Brooke Fisher Liu

10 Social Media, Hashtag Hijacking, and the Evolution of an

Activist Group Strategy 141
Nathan Gilkerson and Kati Tusinski Berg
 Contents vii

SECTION III-C
Foundations and Frameworks: Characteristics and
Types of Social Media 157

11 Social Media’s Value in a Crisis: Channel Effect or

Stealing Thunder? 159
W. Timothy Coombs, An-Sofie Claeys, and Sherry Holladay

12 The World’s All Atwitter: Image Repair Discourse on

Social Media 168
Mark Glantz and William L. Benoit

13 Augmented Reality, Wearable Technology, and Gamification:

Mobile Media and Crisis Communication
Emerging Specializations 180
Karen Freberg and Michael J. Palenchar

SECTION IV
Areas of Application 193

SECTION IV-A
Areas of Application: Corporate 195

14 Using Twitter for Crisis Communication: A Content

Analysis of Fortune 500 Companies 197
Michael North, Cong Li, Jiangmeng Liu, and Yi Grace Ji

15 A Study of Malaysia Airlines’ Missing Flight Crisis:

News Frames, Crisis Emotions, Negative Behavioral
Intentions, Corporate Reputation, and Country Image 209
Jueman (Mandy) Zhang, Yi Wang, Yue Wu, Xiuli Wang, and
Ross Buck

SECTION IV-B
Areas of Application: Nonprofit 225

16 Nonprofit Organizations’ Use of Social Media in Crisis

Communication 227
Melony Shemberger
viii Contents

17 World Vision’s Lack of Vision: A Case Study of the 2014

Gay Hiring Crisis 238
Nance McCown

SECTION IV-C
Areas of Application: Health 251

18 When a Pandemic Strikes: Toward the Social Media Pandemic

Communication Model 253
Rachael Song-Qi Lim, Elizabeth Yingzhi Tan, Eric Wei Lim,
Norshima Bte Abdul Aziz, and Augustine Pang

19 Health Misinformation via Social Media: The Case of

Vaccine Safety on Pinterest 267
Jeanine Guidry and Marcus Messner

SECTION IV-D
Areas of Application: Disaster 281

20 Social Media Use During Disasters: A Research Synthesis and

Road Map 283
Julia Daisy Fraustino, Brooke Fisher Liu, and Yan Jin

21 Natural Disasters, Twitter, and Stakeholder Communication:

What We Know and Directions for Future Inquiry 296
Kenneth A. Lachlan, Patric Spence, and Xialing Lin

22 Visualizing Response and Recovery: The Impact of Social

Media–Based Images in a Crisis 306
Melissa Janoske

SECTION IV-E
Areas of Application: Political 319

23 Exploring Crisis Management via Twitter in the Age of

Political Transparency 321
Lisa Gandy and Elina Erzikova

24 From Bashtags to Geobombing: Modern-Day Digital

Guerrilla Tactics 335
Patricia Swann
 Contents ix

SECTION IV-F
Areas of Application: Sports 351

25 Sports, Culture, and Financial Crisis: A Cross-Cultural

Comparison of the Social Media Responses of Struggling
Sports Associations in the United States and the United
Kingdom 353
Audra Diers-Lawson and Stephen M. Croucher

26 The Role of Influencers: An Analysis of Social Media

Discussion Across Platforms Through a Sustained Crisis 374
Tina McCorkindale and Marcia W. DiStaso

SECTION V
Emerging Frameworks and Future Directions 387

27 Digital Dialogue: Crisis Communication in Social Media 389

Øyvind Ihlen and Abbey Levenshus

28 Social Media Engagement for Crisis Communication:

A Preliminary Measurement Model 401
Hua Jiang and Yi Luo

29 Crisis Communication in a Changing Media Environment:

A Review of the Theoretical Landscape in Crisis
Communication and Research Gaps 423
Lucinda Austin, Julia Daisy Fraustino, Yan Jin, and
Brooke Fisher Liu

30 Conclusion 449
Yan Jin and Lucinda Austin

Index 453

View publication stats