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Social Media and Crisis Communication

Year 2020, Volume: 13 Issue: 3, 1202 - 1230, 19.10.2020

Abstract

References

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  • Coombs, T. W. (1995). Choosing the right words: The development of guidelines for the aelection of the ''Appropriate'' crisis-response strategies. Management Communication Quarterly, 8(4), 447-476.
  • Coombs, T. W. (2006). The protective powers of crisis response strategies: Managing reputational assets during a crisis. Journal of promotion management, 12(3-4), 241-260.
  • Coombs, T. W. (2008). The future of crisis communication from an international perspective. Krisenmanagement in der Mediengesellschaft (s. 275-287). içinde Verlag für Sozialwissenschaften.
  • Coombs, T. W. (2014). Ongoing crisis communication: Planning, managing, and responding. USA: Sage Publications. Coombs, T. W., & Holladay, S. (2001). An extended examination of the crisis situations: A fusion of the relational management and symbolic approaches. Journal of public relations research, 13(4), 321-340.
  • Coombs, T. W., & Holladay, S. J. (2010). The handbook of crisis communication. Singapur: Blackwell Publishing. Cowden, K., & Sellnow, T. L. (2002). Issues advertising as crisis communication: Northwest Airlines’ use of image restoration strategies during the 1998 pilots’ strike. Journal of Business Communication, 39(193-219), 193-219.
  • Davies, H. (2015, Aralık 11). This article is more than 4 years old Ted Cruz using firm that harvested data on millions of unwitting Facebook users. Temmuz 2020 tarihinde The Guardian: https://www.theguardian.com/us-news/2015/dec/11/senator-ted-cruz-president-campaign-facebook-user-data adresinden alındı
  • Day, A. M., O’Shay-Wallace, S., Seeger, M. W., & McElmurry, S. P. (2019). Informational sources, social media use, and race in the flint, Michigan, Water Crisis. Communication Studies, 70(3), 352-376.
  • Duarte , M. R. (2020). Case Study: Facebook in face of crisis. Doktora Tezi. Universidade Católica Portuguesa, https://repositorio.ucp.pt/bitstream/10400.14/29693/1/152118129_RaquelDuarte_DPFA.pdf.
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  • Freeman, E. (2010). Strategic management: A stakeholder approach. Cambridge: Cambridge University Press. Fronz, C. (2011). Strategic management in crisis communication: A multinational approach. Hamburg: Diplomica Verlag.
  • Glum, J. (2018, Mart 22). Was Your Facebook Data Actually 'Breached'? Depends On Who You Ask . https://finance.yahoo.com/news/facebook-data-actually-apos-breached-180036670.html. adresinden alındı
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  • Goel , V. (2014, 29 Haziran). Facebook Tinkers With Users’ Emotions in News Feed Experiment, Stirring Outcry. Temmuz 2020 tarihinde Ny Times: https://www.nytimes.com/2014/06/30/technology/facebook-tinkers-with-users-emotions-in-news-feed-experiment-stirring-outcry.html#:~:text=The%20researchers%20found%20that%20moods,negative%20in%20their%20own%20posts. adresinden alındı
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Sosyal Medya ve Kriz İletişimi

Year 2020, Volume: 13 Issue: 3, 1202 - 1230, 19.10.2020

Abstract

Küreselleşmeyle birlikte artan rekabet ortamında kurumlar yeni bir ekosistem içerisinde yer almaktadırlar. Bu sistem içerisinde kurumların varlıklarını sürdürebilmek, itibarlarını koruyabilmek için etkili kriz iletişimi stratejileri geliştirmeleri gerekmektedir. Özellikle son yıllarda kriz stratejilerini uygulamak ve mesajlarını aktarmak için kullanılan sosyal medya kanalları ile durum daha da karmaşık bir hale gelmiştir. Bu noktadan hareketle Facebook’un, büyük bir sosyal medya şirketi ve aynı zamanda sosyal medyayı en iyi kullanabilecek kurumlardan biri olduğu düşüncesiyle Cambridge Analytica şirketinin Facebook’ta 87 milyon kişinin verilerini ele geçirmesi sonucunda ortaya çıkan küresel ölçekli kriz Facebook bakış açısıyla ele alınmıştır. Bu amaçla çalışmada Facebook’un 2018 yılında yaşadığı bu krizin kurum tarafından nasıl yönetildiği, kalitatif bir yöntem olan, durum çalışmasıyla ortaya konulmuştur. Bu çalışmada durumun incelenebilmesi için araştırma deseninde olaylar kronolojik olarak sıralanmış ve betimsel araştırma yöntemi kullanılmıştır. Bu bağlamda Facebook 2018 Cambridge Analytica krizi, kriz öncesi dönem, kriz dönemi ve kriz sonrası dönem olarak üç ana başlıkta ele alınmıştır. Betimsel araştırma kapsamında Timothy W.Coombs’un durumsal kriz iletişim teorisinden yola çıkarak Facebook’un krize yanıt stratejileri değerlendirilmiştir. Veri toplamak amacıyla konuyla ilgili internet siteleri, arşiv kayıtları, dokümanlar ile yöneticilerin Facebook gönderilerinden faydalanılmıştır. Araştırma sonuçlarında ise Facebook’un 2006 yılından 2018 yılına kadar gizlilik politikaları ve veri ihlali gibi konularda yeniden inşa stratejilerinden özür dilemeyi ve destekleme stratejilerinden paydaşlarını övmeyi kullanarak olumlu bir algı yaratmaya çalıştığı görülmektedir. Facebook Cambridge Analytica krizinde ise yine aynı stratejileri kullandığı gözlemlenmiş ancak krize karşı aldığı geç reaksiyon zayıf bir halkla ilişkiler uygulaması olarak dikkat çekmiştir.

References

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  • Coombs, T. W. (2008). The future of crisis communication from an international perspective. Krisenmanagement in der Mediengesellschaft (s. 275-287). içinde Verlag für Sozialwissenschaften.
  • Coombs, T. W. (2014). Ongoing crisis communication: Planning, managing, and responding. USA: Sage Publications. Coombs, T. W., & Holladay, S. (2001). An extended examination of the crisis situations: A fusion of the relational management and symbolic approaches. Journal of public relations research, 13(4), 321-340.
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  • Duarte , M. R. (2020). Case Study: Facebook in face of crisis. Doktora Tezi. Universidade Católica Portuguesa, https://repositorio.ucp.pt/bitstream/10400.14/29693/1/152118129_RaquelDuarte_DPFA.pdf.
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  • Glum, J. (2018, Mart 22). Was Your Facebook Data Actually 'Breached'? Depends On Who You Ask . https://finance.yahoo.com/news/facebook-data-actually-apos-breached-180036670.html. adresinden alındı
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There are 74 citations in total.

Details

Primary Language Turkish
Journal Section Research Articles
Authors

Gülşah Aydın 0000-0003-1907-8302

Publication Date October 19, 2020
Submission Date August 3, 2020
Published in Issue Year 2020 Volume: 13 Issue: 3

Cite

APA Aydın, G. (2020). Sosyal Medya ve Kriz İletişimi. Selçuk İletişim, 13(3), 1202-1230.