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How Social Media Is Changing Crisis Communication Strategies: Evidence from the Updated Literature
Author(s) -
Cheng Yang
Publication year - 2018
Publication title -
journal of contingencies and crisis management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.007
H-Index - 51
eISSN - 1468-5973
pISSN - 0966-0879
DOI - 10.1111/1468-5973.12130
Subject(s) - scholarship , crisis communication , social media , perspective (graphical) , context (archaeology) , citation , crisis management , public relations , knowledge management , citation index , social sciences citation index , political science , sociology , management science , computer science , science citation index , engineering , artificial intelligence , law , paleontology , biology
By incorporating social media strategies into the traditional framework of crisis communication strategies ( CCS ), this article presents a comprehensive review of the scholarship on CCS within a global context. Through a content analysis of articles published in 11 journals listed in the Social Science Citation Index ( SSCI ), 73 articles focusing on the social‐mediated crisis management ( SMCM ) are identified. Findings show that new strategies such as enhancing and transferring from the organizational perspective are added, the stakeholders and their desired strategies are analysed and an asymmetrical CCS pattern from a contextual perspective is proposed within the SMCM research. Results also point out some weaknesses within the current literature. An interactive crisis communication ( ICC ) model is proposed for future research agenda.