Unbundling the W’s: the interface between organisational crises, social media narratives, and image repair strategies

Arrian Cornwell, Jie Ma, Ying Kei Tse, Wenjuan Zeng

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Organisations are susceptible and vulnerable to crisis situations. These organisations have been able to exert resilience, and manage reputational damage, through crisis management protocols that include stakeholder engagement. However, given the rise of social media, a new cohort of stakeholders has emerged. Organisations are therefore faced with the task of managing new stakeholder relationships. This paper applies recent advancements in social media and crisis management discourse to investigate the prevalence of new, undiscovered stakeholders in crisis communications surrounding six prominent crisis situations. The results indicate that online stakeholders are becoming more powerful, urgent and legitimacy; thus shifting dynamics.
Original languageEnglish
Title of host publicationProceeding of 26th EurOMA Conference
Subtitle of host publicationOperations adding value to society
Place of PublicationHelsinki, Finland
PublisherUniversity of Helsinki
Pages1-11
Number of pages11
Publication statusPublished - 17 Jun 2019
Event26th EurOMA Conference 17-19 (15-20) June 2019, Helsinki, Finland - Helsinki, Finland
Duration: 17 Jun 201919 Jun 2019
http://euroma2019.org/programme/information-on-organizing-a-track-at-euroma-2019/

Conference

Conference26th EurOMA Conference 17-19 (15-20) June 2019, Helsinki, Finland
Abbreviated titleEurOMA Conference
Country/TerritoryFinland
CityHelsinki
Period17/06/1919/06/19
Internet address

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