Social media users’ crisis response: A lexical exploration of social media content in an international sport crisis

Morgan, A; Wilk, V

Social media users’ crisis response: A lexical exploration of social media content in an international sport crisis

Morgan, A

Wilk, V

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Publisher:: Elsevier BV
Publication Type:: Journal Article
Citation:: Public Relations Review, 2021, 47, (4), pp. 102057-102057
Issue Date:: 2021-11-01

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Field	Value	Language
dc.contributor.author	Morgan, A https://orcid.org/0000-0002-6351-1313
dc.contributor.author	Wilk, V
dc.date.accessioned	2021-12-23T00:47:13Z
dc.date.available	2021-12-23T00:47:13Z
dc.date.issued	2021-11-01
dc.identifier.citation	Public Relations Review, 2021, 47, (4), pp. 102057-102057
dc.identifier.issn	0363-8111
dc.identifier.uri	http://hdl.handle.net/10453/152479
dc.description.abstract	The topic of crisis communication and brand reputation management has attracted substantial academic attention, however minimal critique has been directed to the online response of social media users, through user-generated crisis-related communication. Drawing on crisis communication theory, we examine online sentiment of the social media public regarding the 2018 Cricket Australia ball tampering crisis over a 12-month period. It was found that sentiment towards the brand of Cricket Australia, shifted dramatically over this time. Social media users’ response progressed through four predominant stages: (1) framing and identity development; (2) sense making; (3) accountability; and, (4) vigilant rebuilding. These stages are depicted in the Social Media Users’ Crisis Response (SMUCR) framework presented in this paper. For brands involved in crisis situations, public response and social media user-generated content should be considered when formulating their communication and recovery strategies.
dc.language	en
dc.publisher	Elsevier BV
dc.relation.ispartof	Public Relations Review
dc.relation.isbasedon	10.1016/j.pubrev.2021.102057
dc.rights	info:eu-repo/semantics/closedAccess
dc.subject	15 Commerce, Management, Tourism and Services, 19 Studies in Creative Arts and Writing, 20 Language, Communication and Culture
dc.subject.classification	Communication & Media Studies
dc.title	Social media users’ crisis response: A lexical exploration of social media content in an international sport crisis
dc.type	Journal Article
utslib.citation.volume	47
utslib.for	15 Commerce, Management, Tourism and Services
utslib.for	19 Studies in Creative Arts and Writing
utslib.for	20 Language, Communication and Culture
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access	*
dc.date.updated	2021-12-23T00:47:10Z
pubs.issue	4
pubs.publication-status	Published
pubs.volume	47
utslib.citation.issue	4

Abstract:

The topic of crisis communication and brand reputation management has attracted substantial academic attention, however minimal critique has been directed to the online response of social media users, through user-generated crisis-related communication. Drawing on crisis communication theory, we examine online sentiment of the social media public regarding the 2018 Cricket Australia ball tampering crisis over a 12-month period. It was found that sentiment towards the brand of Cricket Australia, shifted dramatically over this time. Social media users’ response progressed through four predominant stages: (1) framing and identity development; (2) sense making; (3) accountability; and, (4) vigilant rebuilding. These stages are depicted in the Social Media Users’ Crisis Response (SMUCR) framework presented in this paper. For brands involved in crisis situations, public response and social media user-generated content should be considered when formulating their communication and recovery strategies.

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http://hdl.handle.net/10453/152479