Social media crisis communication: Enhancing a discourse of renewal through dialogic content
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Authors
Du Plessis, Charmaine
Issue Date
2018-10-15
Type
Article
Language
en
Keywords
discourse of renewal , crisis communication , dialogic content , relationships , social media crisis , communication , stakeholder support
Alternative Title
Abstract
This qualitative study investigates through a case study how dialogic content, which is shared on social media, facilitates stakeholder support and builds relationships to advance a discourse of renewal. Prior research on crisis communication in social media thoroughly investigated crisis response theories relating to reputation management and image restoration. To date, however, a paucity of research has considered how content could facilitate stakeholder support and relationships in crisis communication. The findings show that when an organization commits to transparent, interactive dialogue during a social media crisis on a social media platform, stakeholders are pulled to authentic
content because they are interested and actively seeking for relevant information. Dialogic
content may also boost stakeholder support and encourage relationship building to help move the organization forward after the crisis with dialogic communication. The insights gained from this study create value for wider audiences in terms of how dialogic content can be used for social media crisis communication, to move beyond reputation and image repair to become meaningful to stakeholders.
Description
Please follow the DOI link at the top of this record to view the article on the publisher's website.
Citation
Du Plessis, C., Public Relations Review, https://doi.org/10.1016/j.pubrev.2018.10.003
Publisher
Elsevier
License
© 2018 Elsevier Inc. All rights reserved
Journal
Volume
Issue
PubMed ID
DOI
ISSN
0363-8111