Social Media and Crisis Management: A Review and Analysis of Existing Studies

Yıl 2018, Cilt: 9 Sayı: 2, 199 - 215, 30.12.2018

Oberiri Destiny Apuke , Elif Asude Tunca

Öz

Abstract: Social media has become the most used and active way
of communication; however, studies that look at social media use in crisis
management are in their growing stage. Thus, this study analyses these growing
body of knowledge that researched into social media and crisis management. A
review was undertaken between October 2017 to January 2018 which entails
sourcing and retrieving materials from an electronic database. The findings of
this review confirmed that the growth of social media has transformed crisis
communication landscape because it allows more interactivity. Still, a crisis could also be catalysed by social
media because of its nature. This signifies
that the crisis can be created in social media, as well as distributed by
social media, respectively.  Yet, the potential
of social media as a crisis resolution tool is indisputable.  It has the potential to prove a statement, to
dispel untrue rumours or just to show the fact. Hence, practitioners are encouraged to know
thoroughly how social media works and the best way to manipulate it to
communicate with their stakeholders. Additional findings are also shown in this
study, along with limitations and meaningful suggestion for scholars and
practitioners interested in understanding the impact of social media in crisis
communication and management. 

Keywords: 
Crisis, crisis management,
crisis communication, information, social media

Anahtar Kelimeler

Kriz, kriz yönetimi, kriz iletişimi, bilgi, social media

Kaynakça

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