Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.chb.2014.02.039
DC FieldValue
dc.titleSituational crisis communication and interactivity: Usage and effectiveness of Facebook for crisis management by Fortune 500 companies
dc.contributor.authorKi, E.-J.
dc.contributor.authorNekmat, E.
dc.date.accessioned2016-06-01T10:13:15Z
dc.date.available2016-06-01T10:13:15Z
dc.date.issued2014
dc.identifier.citationKi, E.-J., Nekmat, E. (2014). Situational crisis communication and interactivity: Usage and effectiveness of Facebook for crisis management by Fortune 500 companies. Computers in Human Behavior 35 : 140-147. ScholarBank@NUS Repository. https://doi.org/10.1016/j.chb.2014.02.039
dc.identifier.issn07475632
dc.identifier.urihttp://scholarbank.nus.edu.sg/handle/10635/124269
dc.description.abstractThrough the lens of situational crisis communication theory (SCCT) and interactivity, this study examined the Facebook usage of Fortune 500 companies and the effectiveness with which these companies employed the platform for crisis management. Findings indicated that 'justification' and 'full apology' were the most commonly used crisis response strategies. Results also show instances where companies inappropriately match their responses to crisis situations. An analysis of 7080 messages further revealed a significant relationship between an organization's involvement in two-way communication and the overall positivity of audience tone in reaction to the organization in question and its handling of crises. Suggestions are provided for organizations intending to employ social media for crisis communication.
dc.description.urihttp://libproxy1.nus.edu.sg/login?url=http://dx.doi.org/10.1016/j.chb.2014.02.039
dc.sourceScopus
dc.subjectCrisis management
dc.subjectFacebook
dc.subjectSocial media
dc.typeArticle
dc.contributor.departmentCOMMUNICATIONS AND NEW MEDIA
dc.description.doi10.1016/j.chb.2014.02.039
dc.description.sourcetitleComputers in Human Behavior
dc.description.volume35
dc.description.page140-147
dc.description.codenCHBEE
dc.identifier.isiut000336878600017
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