Informing crisis communication preparation and response through network analysis
Informing crisis communication preparation and response through network analysis
Abstract: To test and elaborate as necessary the Social-Mediated Crisis Communication (SMCC) model’s key publics classifications (Liu et al., 2012) and to provide practical insight to public identification for crisis communication planning and response, this study uses network analysis to first identify clustered publics in airline Twitter networks –direct social media followers that are centered around the organization and indirect social media followers that cannot be reached directly by the organization. Next, social mediators (Himelboim et al., 2014) that bridge organizations with their indirect publics and the type of content that tend to cross publics lines are identified and examined. In our analysis, social mediators and network clusters are classified according to the publics taxonomy of the SMCC model. Our findings suggest further elaborations and more in-depth identification of key publics in social-mediated crisis communication.
Related Research
-
Crisis Communication in College Athletics: A Content Analysis of SEC Football Teams’ Response StrategiesKatherine Martin-Williams (Grady M.A. student). “Crisis Communication in College Athletics: A Content Analysis of SEC Football Teams’ Response Strategies.” Accepted for presentation at the International Crisis and Risk Communication Research Conference […]
-
How Public and Private Universities Apologize in Scansis? A Content Analysis of Social Media Posts and User ReactionsJingyuan (Jimmy) Kong (Ph.D. student) and GuangLun Hsiang (Ph.D. student). “How Public and Private Universities Apologize in Scansis? A Content Analysis of Social Media Posts and User Reactions.” Accepted for presentation at the […]