The parallel power in organizations’ defense: Exploring faith-holders and their crisis communication

Public Relations Review - Tập 46 - Trang 101950 - 2020
Anna Kochigina1
1University of Tennessee in Knoxville, 476 Communications, 1345 Circle Park Drive, Knoxville, TN, 37996, USA

Tài liệu tham khảo

Aharony, 2012, WikiLeaks comments: A study of responses to articles, Online Information Review, 36, 828, 10.1108/14684521211287927 Allem, 2017, E-cigarette surveillance with social media data: Social bots, emerging topics, and trends, JMIR Public Health and Surveillance, 3, 10.2196/publichealth.8641 Aula, 2010, Social media, reputation risk and ambient publicity management, Strategy & Leadership, 38, 43, 10.1108/10878571011088069 Baden, 2014, Com (ple) menting the news on the financial crisis: The contribution of news users’ commentary to the diversity of viewpoints in the public debate, European Journal of Communication, 29, 529, 10.1177/0267323114538724 Barnes, 2015, Understanding the affective investment produced through commenting on Australian alternative journalism website New Matilda, New Media & Society, 17, 810, 10.1177/1461444813511039 Benoit, 1995 Bergström, 2015, Beneficial yet crappy: Journalists and audiences on obstacles and opportunities in reader comments, European Journal of Communication, 30, 137, 10.1177/0267323114559378 Blogrank, 2013 Blumer, 1966, The mass, the public, and public opinion, 169 Bridgeman, 2008, Crisis communication and the net: Is it just about responding faster.. . or do we need to learn a new game?, 169 Brown, 2013, Sports fans as crisis communicators on social media websites, Public Relations Review, 39, 74, 10.1016/j.pubrev.2012.09.012 Brown, 2015, “May no act of ours bring shame”: Fan enacted crisis communication surrounding the Penn State sex abuse scandal, Communication & Sport, 3, 288, 10.1177/2167479513514387 Carey, 2002, Media use during a crisis, Prometheus, 20, 201, 10.1080/08109020210141380 Champoux, 2012, Corporate Facebook pages: When “fans” attack, Journal of Business Strategy, 10.1108/02756661211206717 Choi, 2009, Consumer responses to mattel product recalls posted on online bulletin boards: Exploring two types of emotion, Journal of Public Relations Research, 21, 198, 10.1080/10627260802557506 Coombs, 2007, Protecting organization reputations during a crisis: The development and application of situational crisis communication theory, Corporate Reputation Review, 10, 163, 10.1057/palgrave.crr.1550049 Coombs, 2015 Coombs, 2014, How publics react to crisis communication efforts: Comparing crisis response reactions across sub-arenas, Journal of Communication Management, 18, 40, 10.1108/JCOM-03-2013-0015 Czarnecki, 2018 DeBord, 2018 Dewey, 1927 Dylko, 2017, The dark side of technology: An experimental investigation of the influence of customizability technology on online political selective exposure, Computers in Human Behavior, 73, 181, 10.1016/j.chb.2017.03.031 Einwiller, 2015, Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies, Public Relations Review, 41, 195, 10.1016/j.pubrev.2014.11.012 Fan, 2019, Social media bots and stock markets, European Financial Management, 1 Foss, 2018 Galily, 2008, The (re)shaping of the Israeli sport media: The case of talk-back, International Journal of Sport Communication, 1, 273, 10.1123/ijsc.1.3.273 González-Herrero, 2008, Crisis communications management on the web: How Internet-based technologies are changing the way public relations professionals handle business crises, Journal of Contingencies & Crisis Management, 16, 143, 10.1111/j.1468-5973.2008.00543.x Grunig, 1997, A situational theory of publics: Conceptual history, recent challenges and new research, 3 Grunig, 1984 Gummerus, 2012, Customer engagement in a Facebook brand community, Management Research Review, 35, 857, 10.1108/01409171211256578 Hardaker, 2010, Trolling in asynchronous computer-mediated-communication, Journal of Politeness Research, 6, 215, 10.1515/jplr.2010.011 Hong, 2018, Will comments change your opinion? The persuasion effects of online comments and heuristic cues in crisis communication, Journal of Contingencies & Crisis Management, 26, 173, 10.1111/1468-5973.12215 Houston, 2011, Influence of user comments on perceptions of media bias and third-person effect in online news, Electronic News, 5, 79, 10.1177/1931243111407618 Johansen, 2016, Emotional stakeholders as “crisis communicators” in social media, Corporate Communications: An International Journal, 21, 289, 10.1108/CCIJ-05-2015-0026 Johnson, 2016 Kepplinger, 2012, Framing scandals: Cognitive and emotional media effects, Journal of Communication, 62, 659, 10.1111/j.1460-2466.2012.01653.x Ki, 2014, Situational crisis communication and interactivity: Usage and effectiveness of Facebook for crisis management by Fortune 500 companies, Computers in Human Behavior, 35, 140, 10.1016/j.chb.2014.02.039 Kim, 2011, Problem solving and communicative action: A situational theory of problem solving, Journal of Communication, 61, 120, 10.1111/j.1460-2466.2010.01529.x Krippendorff, 2004 Lievonen, 2018, Negative engagement, 531 Liu, 2010, Effective public relations in racially-charged crises: Not black or white, 335 Lulofs, 2013 Luoma-aho, 2015 Luoma-aho, 2010, Actor-networking stakeholder theory for corporate communications, Corporate Communications: An International Journal, 15, 47, 10.1108/13563281011016831 Meltzer, 2015, Journalistic concern about uncivil political talk in digital news media: Responsibility, credibility, and academic influence, The International Journal of Press/Politics, 20, 85, 10.1177/1940161214558748 Moon, 2016, Developing public’s information transmitting behavior (ITB) model in public relations: A cross-national study, Journal of Public Relations Research, 28, 4, 10.1080/1062726X.2015.1107482 Murtarelli, 2014, Organisations’ conversations in social media: Applying dialogue strategies in times of crises, Corporate Communications: An International Journal, 19, 10, 10.1108/CCIJ-05-2012-0041 Nagar, 2011 Neuendorf, 2002 Nielsen, 2012, Newspaper journalists support online comments, Newspaper Research Journal, 33, 86, 10.1177/073953291203300107 O’Kane, 2019 Opitz, 2018, Employee social-mediated crisis communication as opportunity or threat?, Corporate Communications: An International Journal, 23, 66, 10.1108/CCIJ-07-2017-0069 Ott, 2015, Reputations at risk: Engagement during social media crises, Public Relations Review, 41, 97, 10.1016/j.pubrev.2014.10.015 Procopio, 2007, Do you know what it means to miss New Orleans? Internet communication, geographic community, and social capital in crisis, Journal of Applied Communication Research, 35, 67, 10.1080/00909880601065722 Rowe, 2015, Deliberation 2.0: Comparing the deliberative quality of online news user comments across platforms, Journal of Broadcasting & Electronic Media, 59, 539, 10.1080/08838151.2015.1093482 Russolillo, 2013 Seo, 2009, Global activism and new media: A study of transnational NGOs’ online public relations, Public Relations Review, 35, 123, 10.1016/j.pubrev.2009.02.002 Shi, 2014, Effects of online comments on smokers’ perception of antismoking public service announcements, Journal of Computer-Mediated Communication, 19, 975, 10.1111/jcc4.12057 Spence, 2017, That is so gross and I have to post about it: Exemplification effects and user comments on a news story, Southern Communication Journal, 82, 27, 10.1080/1041794X.2016.1265578 Springer, 2015, User comments: Motives and inhibitors to write and read, Information, Communication & Society, 18, 798, 10.1080/1369118X.2014.997268 Stephens, 2009, If the organizations won’t give us information…: The use of multiple new media for crisis technical translation and dialogue, Journal of Public Relations Research, 21, 229, 10.1080/10627260802557605 Thorson, 2010, Credibility in context: How uncivil online commentary affects news credibility, Mass Communication and Society, 13, 289, 10.1080/15205430903225571 Trammell, 2005, Looking at the pieces to understand the whole: An analysis of blog posts, comments, and trackbacks, Paper Presented at the International Communication Association Conference Ulmer, 2007, Post-crisis communication and renewal: Expanding the parameters of post-crisis discourse, Public Relations Review, 33, 130, 10.1016/j.pubrev.2006.11.015 Vielhaber, 2008, Changing uses of technology: Crisis communication responses in a faculty strike, Journal of Business Communication, 45, 308, 10.1177/0021943608317112 Vlasic, 2013 Weber, 2014, Discussions in the comments section: Factors influencing participation and interactivity in online newspapers’ reader comments, New Media & Society, 16, 941, 10.1177/1461444813495165 Welch, 2014 Wiencierz, 2015, Where does my money go? How online comments on a donation campaign influence the perceived trustworthiness of a nonprofit organization, International Journal of Strategic Communication, 9, 102, 10.1080/1553118X.2015.1008634 Wimmer, 2011 Zheng, 2018, Exploring the relationship between corporate reputation and the public’s crisis communication on social media, Public Relations Review, 44, 56, 10.1016/j.pubrev.2017.12.006