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Crisis Communication and Social Media. A Systems‐ and Medium‐Theoretical Perspective
Author(s) -
Tække Jesper
Publication year - 2017
Publication title -
systems research and behavioral science
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.371
H-Index - 45
eISSN - 1099-1743
pISSN - 1092-7026
DOI - 10.1002/sres.2451
Subject(s) - social media , perspective (graphical) , criticism , public relations , digital revolution , field (mathematics) , impression management , crisis communication , new media , trustworthiness , digital media , sociology , business , political science , computer science , social science , internet privacy , law , mathematics , artificial intelligence , pure mathematics
The academic field of crisis communication is more relevant than ever due to the digital media revolution, setting new standards for how to manage criticism and crises. This paper presents a systems theoretical approach to crisis communication in the age of digital media with a special regard to social media. The paper shows that the recent changes in the media environment require that organizations be more observant, reflected and responsive to the public opinion. Correspondingly, organizations need to engage in strategic impression management with the aim to be, or to be observed to be, more consistent with their communicated values and strategies, thus managing to appear as trustworthy in a hyper‐dynamic social surrounding world. Copyright © 2017 John Wiley & Sons, Ltd.