University Report: Crisis Communication and Social Media Analysis

This report examines the critical role of social media in crisis communication, drawing on a literature review of two key journal articles. The introduction provides an overview of the topic, including the authors and summaries of the selected journals. The literature review section delves into the problem statements, theories, methodologies, findings, and recommendations presented in each journal, with a focus on the effectiveness of social media strategies in crisis management. The critical reflection highlights emerging trends and challenges, such as the impact of social media on corporate reputation and the importance of transparency in crisis communication. The report concludes with recommendations for further research and emphasizes the significance of proactive social media engagement for effective crisis management. The report analyzes the use of social media in crisis communication, its effect on brand reputation, and strategies for effective implementation.

Running head: CORPORATE COMMUNICATION
Crisis Communication and Social Media
Name of the student
Name of the University
Author’s note

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1. Introduction
1.1 Journal 1
1:1:1 Title
The role of social media in crisis communication and crisis management. International Journal of
Research in Business & Social Science, 5(3).
1:1:2 Author
Civelek et al. 2016.
1:1:3 Summary
The paper investigates the use of social media in handling crisis management by companies and
influencing the market dynamics. The study evaluates the behavioural changes in the customer
which is constantly more demanding and requires faster, flexible and improved communication
processes to manage a business. The authors explore the importance of communication channel
especially social media to manage crisis (Civelek et al. 2016).
.
1.2 Journal 2
1:2:1 Title:
Social Media and Crisis Management: A Review and Analysis of Existing Studies.
1:2:2 Author
Apuke et al, 2018.

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1:2:3 Summary
The following report analyses and reviews the importance of social media platforms. The journal
analyses data from an electronic database which was conducted from October 2017 to January
2018 which helps to analyse the sourcing and role of social media. The shows the various
advantage and limitation of using social media in crisis management (Apuke et al. 2018).
2. Literature review
2.1 Journal 1
2.1.1 Problem Statement
Crisis management is one of the most essential part of business management that allows the
company to manage any kind of threat or possibility of threat. While there are many ways to
address the threat social media and social media tools have been found very effective in
managing such crisis (Wang 2016). The basis of the research of managing crisis is the
effectiveness of social media in managing crisis communication. The journal recognises the
importance of issuing effective communication process through social media tools such as
Web 2.0 is influential in guiding customer behaviour and managing crisis in the external
environment (Civelek et al. 2016). The main problem stated in the journal is to analyse the
effectiveness of using the appropriate social media strategies when the business is faced with
a crisis so that the company faces minimum loss.
2.1.2 Theory used
The theory applied in this article is the crisis management theory, crisis communication, social
communication tools their applications and disinformation.

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2.1.3 Methodology
The article uses mainly descriptive analysis of the issue and presents their ideas through the
support of secondary data and qualitative analysis. The article analyses the Web 2.0 and various
secondary data to analyse the role of social media in crisis management (Civelek et al. 2016).
2.1.4 Findings
The research shows that social media is one of the most accessible and effective tool that helps
in dissemination of information and when used correctly can help an organisation to eliminate a
lot of threat (Civelek et al. 2016). Other research also shows the negative effects of social media
and the way it is misused to spread misinformation (Wang 2016) . The findings show that as the
social media platforms are open to use for anyone, therefore virtually anyone can create content
to spread disinformation (Civelek et al. 2016). Information can be used to manipulate the masses
and create false issues for the organisation which is a threat itself.
2.1.5 Solution and Recommendation
One of the primary solution of using social media is choosing the right source and always cross
checking the information from trustworthy sources before making it public. Using social media
as a communication is also very cost effective for the company to reach a larger demographic
more rapidly (Lachlan et al, 2016).
It is recommended that the organisation is active on social media to ensure client
engagement. They should always cross check the information they deliver to their audience to
avoid any disinformation and monitor their progress on social media (Lachlan et al, 2016).
Create attractive and relevant campaigns to eliminate threat and create good advertisement.

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2.2 Journal 2
2.2.1 Problem Statement
The paper recognizes the need to manage and contain crisis issues that may arise from the
internal and external environment of the organisation. It states that the social media in crisis
communication is an effective public relation tool and popular owing to its interactivity. The
traditional method of communication is gradually receding as social media is taking a fore front
to the managing issues (Zhu et al. 2017). The journal explores the potency of social media that
can help crisis as well as promote it. The following article explores the current social media and
their reach as a tool for effective and offers suggestion to improve its usage.
2.2.2 Theory Used
The article critically analyses various literature to gain better understanding of social media in
crisis communication (Apuke et al. 2018). The following paper gathers data from various
internet platform such as Instagram, Twitter, YouTube and Facebook with the keywords such as
crisis management, crisis communication and other such keywords that is relevant to the concept
to evaluate the search research (Apuke et al. 2018).
2.2.3 Methodology
It uses primarily secondary data to conduct qualitative analysis of various articles and journals.
Authors state that through critical analysis of the secondary data they were able to establish a
relationship of crisis management and social media (Apuke et al. 2018).
2.2.4 Findings
The methodology revealed that many organisation have used social media as a tool to
communicate to their external environment and showed direct effect on the consumers.

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Consumers referred to social media platforms to make conscious decision about the organisation.
The data suggested that most companies were using social media platforms to interact with the
clients. The article also found that company blogs enabled to disseminate authentic and relevant
information about the organisation (Apuke et al. 2018). It also allowed to initiate into discussing
and assessing information. Authors are of the opinion that popular social media platforms help in
crisis communication.
2.2.5 Solution & Recommendation
Crisis communication is important part of handling crisis that helps to manage the image of the
company and influences future investors. Possible solution is always being transparent and
prompt in assessing any threat to the organisation. Building a team that can help to analyse the
best social media platform to spread the information and control crisis (Lin et al.2016).
3.0 Critical Reflection
Reputation of the company is one of the most important aspects of the organisation. To maintain
credibility in front of the stakeholders and clients. With the emergence of internet online
searches reveal a lot about the companies and that includes the scandals, misinformation and any
other content that has been uploaded. The following is a representation of data which shows the
preference of people who use social media.

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Thus, this graph helps us to understand the increase in the people using social media (Ortiz-
Ospina 2020). The evolution of internet has changed the medium of communication
considerably. If we are to go by the data presented above, it is easier to understand the tendency
of people who are driven to use social media platforms. The more the interaction means the
organisation will have an increased chance of interacting with their stakeholders, customer thus,
it is instrumental in crisis management (Lin et al.2016).

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This graph shows that small business are using social platforms to increase their business
networking and it is enabling them to manage the crisis communication (McCarthy 2020). More
people opt for social media platforms for their news and understanding the nature of the
organisation. The Facebook page can reveal a lot about the organisations policies and programs.
In fact, it is not uncommon for people to verify the company by checking their social media
handles (Lin et al.2016). Therefore, it is important for various organisation to have an increased
influence in the social media platforms as that will have a direct impact on their business and can
help with communicating when faced with crisis.
4. Conclusion / Recommendation
There needs to be further research on the effectiveness of social media. These journals discussed
the topic through secondary research which lacked data collection through survey or other

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primary research analysis. Social media is a growing platform and when used correctly can be
extremely beneficial to maintain a good image in front of the clients and stakeholders. In
conclusion, social media can be a very effective tool in communication of crisis and enabling the
company to take action of their own issues effectively.

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Reference
Apuke, O.D. and Tunca, E.A., 2018. Social Media and Crisis Management: A Review and
Analysis of Existing Studies. LAÜ Sosyal Bilimler Dergisi, 9(2), pp.199-215. Available:
https://www.researchgate.net/publication/330468226_SOCIAL_MEDIA_AND_CRISIS_MANA
GEMENT_A_REVIEW_AND_ANALYSIS_OF_EXISTING_STUDIES
Civelek, M.E., Çemberci, M. and Eralp, N.E., 2016. The role of social media in crisis
communication and crisis management. International Journal of Research in Business & Social
Science, 5(3). Available at
https://www.academia.edu/24142087/The_Role_of_Social_Media_in_Crisis_Communication_a
nd_Crisis_Management
Lachlan, K.A., Spence, P.R., Lin, X., Najarian, K. and Del Greco, M., 2016. Social media and
crisis management: CERC, search strategies, and Twitter content. Computers in Human
Behavior, 54, pp.647-652. Available at https://doi.org/10.1016/j.chb.2015.05.027
Lin, X., Spence, P.R., Sellnow, T.L. and Lachlan, K.A., 2016. Crisis communication, learning
and responding: Best practices in social media. Computers in Human Behavior, 65, pp.601-605.
Available at https://doi.org/10.1016/j.chb.2016.05.080
McCarthy, N. (2020). Infographic: Social Media is Important for Small Business Owners.
[online] Statista Infographics. Available at: https://www.statista.com/chart/2025/small-business-
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Ortiz-Ospina, E. (2020). The rise of social media. [online] Our World in Data. Available at:
https://ourworldindata.org/rise-of-social-media [Accessed 25 Feb. 2020].

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