Social Media and Crisis Communication provides a unique and timely contribution to the field of crisis communication by addressing how social media are influencing the practice of crisis communication. The book, with a collection of chapters contributed by leading communication researchers, covers the current and emerging interplay of social media and crisis communication, recent theories and frameworks, overviews of dominant research streams, applications in specific crisis areas, and future directions.

Both the theoretical and the practical are discussed, providing a volume that appeals to both academic-minded readers as well as professionals at the managerial, decision-making level. The audience includes public relations and corporate communication scholars, graduate students studying social media and crisis communication, researchers, crisis managers working in communication departments, and business leaders who make strategic business communication planning. No other volume has provided the overarching synthesis of information regarding the field of crisis communication and social media that this book contains. Incorporated in this volume is the recent Social-mediated Crisis Communication Model developed by the editors and their co-authors, which serves as a framework for crisis and issues management in a rapidly evolving media landscape.

chapter |6 pages


ByLucinda Austin, Yan Jin

section I|31 pages

Overview of Social Media Research in Crisis Communication

chapter 1|12 pages

The Status of Social-Mediated Crisis Communication (SMCC) Research

An Analysis of Published Articles in 2002–2014
ByYang Cheng, Glen Cameron

chapter 2|17 pages

Revising Situational Crisis Communication Theory

The Influences of Social Media on Crisis Communication Theory and Practice
ByW. Timothy Coombs

section II|42 pages

Current Issues of Social Media and Crisis Communication

chapter 3|16 pages

Communicating Strategic Change

The Continuum of Reputation, Issues Management, and Crisis Management Is Built on a Positive Corporate Culture
ByMichael B. Goodman

chapter 4|11 pages

Handling Crises in Social Media

From Stakeholder Crisis Awareness and Sense Making to Organizational Crisis Preparedness
ByChiara Valentini, Stefania Romenti, Dean Kruckeberg

chapter 5|13 pages

Ethical Engagement at a Time of Crisis in the Social Era

ByChun-Ju Flora Hung-Baesecke, Shannon A. Bowen

section III|111 pages

Foundations and Frameworks

section III-A|44 pages

Foundations and Frameworks

chapter 7|15 pages

The Corporate Social Media Spokesperson

Who Should Speak on Behalf of the Organization in Times of Crises?
ByRatna Damayanti, Stacey Rodrigues, Samuel Chua, Augustine Pang

section III-B|29 pages

Foundations and Frameworks

chapter 9|12 pages

Toward More Audience-Oriented Approaches to Crisis Communication and Social Media Research

ByJulia Daisy Fraustino, Brooke Fisher Liu

chapter 10|15 pages

Social Media, Hashtag Hijacking, and the Evolution of an Activist Group Strategy

ByNathan Gilkerson, Kati Tusinski Berg

section III-C|35 pages

Foundations and Frameworks

chapter 11|9 pages

Social Media’s Value in a Crisis

Channel Effect or Stealing Thunder?
ByW. Timothy Coombs, An-Sofie Claeys, Sherry Holladay

chapter 12|12 pages

The World’s All Atwitter

Image Repair Discourse on Social Media
ByMark Glantz, William L. Benoit

chapter 13|12 pages

Augmented Reality, Wearable Technology, and Gamification

Mobile Media and Crisis Communication Emerging Specializations
ByKaren Freberg, Michael J. Palenchar

section IV|193 pages

Areas of Application

section IV-A|29 pages

Areas of Application

chapter 14|12 pages

Using Twitter for Crisis Communication

A Content Analysis of Fortune 500 Companies
ByMichael North, Cong Li, Jiangmeng Liu, Yi Grace Ji

chapter 15|15 pages

A Study of Malaysia Airlines’ Missing Flight Crisis

News Frames, Crisis Emotions, Negative Behavioral Intentions, Corporate Reputation, and Country Image
ByJueman (Mandy) Zhang, Yi Wang, Yue Wu, Xiuli Wang, Ross Buck

section IV-B|25 pages

Areas of Application

chapter 16|11 pages

Nonprofit Organizations’ Use of Social Media in Crisis Communication

ByMelony Shemberger

chapter 17|12 pages

World Vision’s Lack of Vision

A Case Study of the 2014 Gay Hiring Crisis
ByNance McCown

section IV-C|29 pages

Areas of Application

chapter 18|14 pages

When a Pandemic Strikes

Toward the Social Media Pandemic Communication Model
ByRachael Song-Qi Lim, Elizabeth Yingzhi Tan, Eric Wei Lim, Norshima Bte Abdul Aziz, Augustine

chapter 19|13 pages

Health Misinformation via Social Media

The Case of Vaccine Safety on Pinterest
ByJeanine Guidry, Marcus Messner

section IV-D|38 pages

Areas of Application

chapter 20|13 pages

Social Media Use During Disasters 1

A Research Synthesis and Road Map
ByJulia Daisy Fraustino, Brooke Fisher Liu, Yan Jin

chapter 21|10 pages

Natural Disasters, Twitter, and Stakeholder Communication

What We Know and Directions for Future Inquiry
ByKenneth A. Lachlan, Patric Spence, Xialing Lin

chapter 22|13 pages

Visualizing Response and Recovery

The Impact of Social Media–Based Images in a Crisis
ByMelissa Janoske

section IV-E|32 pages

Areas of Application

chapter 23|14 pages

Exploring Crisis Management via Twitter in the Age of Political Transparency

ByLisa Gandy, Elina Erzikova

chapter 24|16 pages

From Bashtags to Geobombing

Modern-Day Digital Guerrilla Tactics
ByPatricia Swann

section IV-F|35 pages

Areas of Application

chapter 25|21 pages

Sports, Culture, and Financial Crisis

A Cross-Cultural Comparison of the Social Media Responses of Struggling Sports Associations in the United States and the United Kingdom
ByAudra Diers-Lawson, Stephen M. Croucher

chapter 26|12 pages

The Role of Influencers

An Analysis of Social Media Discussion Across Platforms Through a Sustained Crisis
ByTina McCorkindale, Marcia W. DiStaso

section V|66 pages

Emerging Frameworks and Future Directions

chapter 27|12 pages

Digital Dialogue

Crisis Communication in Social Media 1
ByØyvind Ihlen, Abbey Levenshus

chapter 28|22 pages

Social Media Engagement for Crisis Communication

A Preliminary Measurement Model
ByHua Jiang, Yi Luo

chapter 29|26 pages

Crisis Communication in a Changing Media Environment

A Review of the Theoretical Landscape in Crisis Communication and Research Gaps
ByLucinda Austin, Julia Daisy Fraustino, Yan Jin, Brooke Fisher Liu

chapter 30|4 pages


ByYan Jin, Lucinda Austin