Understanding the use of social media by organisations for crisis communication

作者：

Highlights：

• Many organisations did not use the full potential value of social media for crisis communication.

• Six positions are proposed for organisational social media crisis communication.

• SCCT should be further extended to accommodate the social media context.

• A taxonomy of stakeholder crisis messages received by organisations is developed.

摘要

•Many organisations did not use the full potential value of social media for crisis communication.•Six positions are proposed for organisational social media crisis communication.•SCCT should be further extended to accommodate the social media context.•A taxonomy of stakeholder crisis messages received by organisations is developed.

论文关键词：Social media,Crisis management,Crisis communication,Crisis response strategy

论文评审过程：Received 27 January 2016, Revised 29 April 2016, Accepted 6 May 2016, Available online 26 May 2016, Version of Record 26 May 2016.

论文官网地址：https://doi.org/10.1016/j.chb.2016.05.016