Abstract

With their timely, interactive nature and wide public access, social media have provided a new platform that empowers stakeholders and corporations to interact in crisis communication. This study investigates crisis communication strategies and stakeholders’ emotions in response to a real corporate crisis—the crash of Asiana Airlines Flight 214—in order to enhance our understanding of socially mediated crisis communication. The authors examine 8,530 responses from Chinese stakeholders to crisis communication on the Chinese microblogging Web site Sina Weibo. Their findings suggest that the integrated use of accommodative and defensive communication strategies in the early stage of postcrisis communication prevented escalation of the crisis.

Journal
Journal of Business and Technical Communication
Published
2016-10-01
DOI
10.1177/1050651916651907
CompPile
Search in CompPile ↗
Open Access
OA PDF Green
Topics
Export

Citation Context

Cited by in this index (5)

  1. Journal of Business and Technical Communication
  2. Journal of Business and Technical Communication
  3. Journal of Business and Technical Communication
  4. Journal of Business and Technical Communication
  5. Journal of Business and Technical Communication

References (62)

  1. Associate Press. (2013, 7 9). NTSB: Pilots of Asiana 214 relied on automatic speed control, as plane flew too…
  2. 10.1080/00909882.2012.654498
  3. Handbook of research methods in social and personality psychology
  4. 10.1016/0147-1767(86)90035-0
  5. Public relations: From theory to practice
Show all 62 →
  1. 10.1108/14684521111113579
  2. Chen Z. (2013). How publics in the United States and China respond to crisis communication strategies via soc…
  3. 10.1080/10627260802557506
  4. 10.1207/s1532754xjprr1003_02
  5. 10.1057/palgrave.crr.1550049
  6. 10.1177/089331802237233
  7. 10.1016/j.chb.2009.09.003
  8. 10.1192/bjp.143.5.487
  9. 10.1177/0022002187018001007
  10. 10.1086/426612
  11. Crisis communications: A casebook approach
  12. 10.1016/j.jbusvent.2010.09.002
  13. 10.1016/j.pubrev.2012.01.008
  14. 10.1080/10350330.2012.739000
  15. 10.1207/s1532754xjprr0802_01
  16. The U.S., Japan, and Asia in international politics
  17. 10.1016/j.bushor.2011.01.007
  18. Today’s public relations
  19. 10.1016/S0261-5177(02)00070-5
  20. 10.1177/0093650206287077
  21. 10.1177/0093650210368256
  22. 10.1177/0093650211423918
  23. Sphera Publica
  24. 10.1080/1062726X.2012.676747
  25. 10.1016/j.bushor.2009.09.003
  26. 10.1016/j.bushor.2011.01.005
  27. 10.1177/0093650210385813
  28. 10.1086/209256
  29. 10.1093/oso/9780195069945.001.0001
  30. 10.1177/0093650204267936
  31. 10.1111/1467-9280.01433
  32. 10.1080/026999300402763
  33. 10.1037/0022-3514.81.1.146
  34. 10.1145/2463728.2463777
  35. 10.1057/9780230554580_9
  36. 10.1207/s1532754xjprr1603_1
  37. 10.1016/j.pubrev.2010.04.004
  38. 10.1215/07402775-2006-1003
  39. Yale Journal of International Affairs
  40. 10.1177/1461444812452411
  41. National Statistical Service. (n.d.). Sample size calculator. Retrieved from http://www.nss.gov.au/nss/home.n…
  42. The content analysis guidebook
  43. Intercultural communication: A contextual approach
  44. 10.1016/j.pubrev.2013.10.001
  45. 10.1016/j.ibusrev.2012.12.004
  46. 10.1080/00909880601065722
  47. Rawlins B. L. (2006). Prioritizing stakeholders for public relations. Retrieved from http://www.instituteforp…
  48. 10.1016/j.pubrev.2010.12.001
  49. 10.1126/science.3563507
  50. 10.1177/0893318994007003004
  51. 10.1016/j.pubrev.2005.02.018
  52. Effective crisis communication
  53. 10.1016/j.pubrev.2012.12.001
  54. 10.1037/0033-2909.96.3.465
  55. 10.1111/jcom.12058
  56. Zhao J. (2012). The role of microblogs in crisis communication: A content analysis of the Red Cross Society’s…
  57. Zhao J. (2013). Chinese government, Sina Weibo, crisis management. Unpublished master’s thesis, Scripps Colle…