Enterprise-related crisis communication on Twitter
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Description
The rise of social media as communication channels has enabled customers to provide feedback or to ask for assistance quickly and easily. In the context of brand crises, the microblogging platform Twitter is highly relevant because of its ability to support information sharing. By investigating communication on Twitter, the authors examine Twitter activity patterns based on a dataset of some 240,000 tweets during two major brand crises affecting the Australian airline Qantas – the volcanic ash cloud caused by the eruption of Chilean volcano Puyehue in June 2011, and the global grounding of Qantas flights by management in the course of an industrial dispute in October/November 2011. Through this case study we find that characteristics of communication change significantly during different stages of the crisis. Further, we demonstrate that different kinds of crisis result in different communication patterns on Twitter.
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ID Code: | 82992 | ||
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Item Type: | Chapter in Book, Report or Conference volume (Conference contribution) | ||
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Measurements or Duration: | 16 pages | ||
ISBN: | 978-3-00-049184-9 | ||
Pure ID: | 32789042 | ||
Divisions: | Past > QUT Faculties & Divisions > Creative Industries Faculty Past > Research Centres > ARC Centre of Excellence for Creative Industries and Innovation |
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Copyright Owner: | Copyright 2015, Universität Osnabrück, Deutschland | ||
Copyright Statement: | This work is covered by copyright. Unless the document is being made available under a Creative Commons Licence, you must assume that re-use is limited to personal use and that permission from the copyright owner must be obtained for all other uses. If the document is available under a Creative Commons License (or other specified license) then refer to the Licence for details of permitted re-use. It is a condition of access that users recognise and abide by the legal requirements associated with these rights. If you believe that this work infringes copyright please provide details by email to qut.copyright@qut.edu.au | ||
Deposited On: | 30 Mar 2015 23:35 | ||
Last Modified: | 02 Mar 2024 11:04 |
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