Situational crisis communication and interactivity: Usage and effectiveness of Facebook for crisis management by Fortune 500 companies
作者：
Highlights：
• The Facebook usage was examined through situational crisis communication theory.
• ‘Justification’ and ‘full apology’ are the most common crisis response strategies.
• Companies inappropriately match their responses to crisis situations.
• This study examined the overall tone of audience responses.
• Audience tone in reaction to the organization is generally positive.
摘要
•The Facebook usage was examined through situational crisis communication theory.•‘Justification’ and ‘full apology’ are the most common crisis response strategies.•Companies inappropriately match their responses to crisis situations.•This study examined the overall tone of audience responses.•Audience tone in reaction to the organization is generally positive.
论文关键词：Facebook,Social media,Crisis management
论文评审过程：Available online 25 March 2014.
论文官网地址：https://doi.org/10.1016/j.chb.2014.02.039
