Samenvatting
Summary of all the readings for OMS second exam
All the readings of the second block of the course are summarised in this document.
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Table of ContentsWEEK 9 - The communicative construction of risk and crisis...............................................2
1.How Audiences Seek Out Crisis Information: Exploring the Social- Mediated Crisis
Communication Model Lucinda Austin, Brooke Fisher Liu & Yan Jin.............................................2
2.Revisiting social-mediated crisis communication model: The Lancôme regenerative crisis after
the Hong Kong Umbrella Movement Angela K.Y. Mak⁎, Song AO................................................5
3.Corporate Responses to the Coronavirus Crisis and their Impact on Electronic-Word-of-Mouth
and Trust Recovery: Evidence from Social Media (Wang et al).....................................................9
Politicization....................................................................................................................12
1.Agenda-Setting Effects of Climate Change Litigation: Interrelations Across Issue Levels, Media,
and Politics in the Case of Urgenda Against the Dutch Government ...........................................12
(Anke Wonneberger & Rens Vliegenthart)..................................................................................12
2. To support or to boycott: a public segmentation model in corporate social advocacy ............13
Cheng Hong & Cong Li.................................................................................................................13
3. Power struggles: A sociological approach to activist communication (Katharina Wolf) ..........16
Corporate Social Responsibility........................................................................................19
1.Organizing CSR Communication: Challenges for Integrated CSR Communication from a PR and
Organizational Communication Perspective (Stefan Jarolimek and Franzisca Weder)................19
2. Formative Perspectives on the Relation Between CSR Communication and CSR Practices:
Pathways for Walking, Talking, and T(w)alking...........................................................................23
3. Implicit frames of CSR: The interplay between the news media, organizational PR, and the
public..........................................................................................................................................26
Biases and misinformation...............................................................................................28
1.Public relations practitioners’ management of fake news: Exploring key elements and acts of
information authentication (Mi Rosie Jahnga,*, Hyunmin Leeb, Annisa Rochadiat)...................28
2. Loopholes in the Echo Chambers: How the Echo Chamber Metaphor Oversimplifies the
Effects of Information Gateways on Opinion Expression (Stefan Geiß, Melanie Magin, Pascal
Jürgens & Birgit Stark)................................................................................................................31
3.Degrees of deception: the effects of different types of COVID-19 misinformation and the
effectiveness of corrective information in crisis times (Michael Hameleers, Edda Humprecht,
Judith Möller & Jula Lühring)......................................................................................................33
AI, Organisations and Society...........................................................................................36
1.The Invisible Cage: Workers’ Reactivity to Opaque Algorithmic Evaluations (Hatim A. Rahman)
...................................................................................................................................................36
2. Governing online platforms: From contested to cooperative responsibility (Natali Helberger,
Jo Pierson & Thomas Poell).........................................................................................................37
3. Working for an algorithm - power asymmetries and agenda in online work settings (Curchod
et al., 2020).................................................................................................................................39
,Reflective communication................................................................................................41
Society’s Megatrends and Business Legitimacy: Transformations of the Legitimizing Business
Paradigm (Holmström, Susanne)................................................................................................41
Organizational listening: Addressing a major gap in public relations theory and practice
(Macnamara, Jim).......................................................................................................................47
WEEK 9 - The communicative construction of risk and crisis
1.How Audiences Seek Out Crisis Information: Exploring the Social- Mediated Crisis
Communication Model Lucinda Austin, Brooke Fisher Liu & Yan Jin
During crises, social media can be described as a double edge sword, that represents both
opportunities and challenges for organizations.
On one hand, it provides a new platform for online word-of-mouth communication, and it
facilitates open up-to-date conversations with publics through which information is
conveyed, shared, and processed.
On the other hand, issues emerging online can be more unpredictable, as misinformation,
negative opinions and emotions can multiply more quickly than issues that emerge offline.
Motivations for social media use
Consumers’ creation of their own media content is tied to social functions (i.e., the desire
for relationships) and ego-defensive functions (i.e., helping to protect one’s ego and validate
self image to others), but not to utilitarian knowledge functions (i.e., for personal incentives
or to gain knowledge). Furthermore, young adults’ motivations for use of newer
communication technologies is related most to their need for connectedness, but also to
their need for self-expression and, to a lesser extent, for utilitarian purposes.
Consumers who share their opinions online utilize platforms in four ways:
(1) topic-related utility: making a contribution to add value to the community;
(2) consumption utility: using contributions from other community members to the user’s
own benefit;
(3) approval utility: feeling satisfaction when accepted by others;
(4) moderator-related utility: acting as a third-party to aid community members in making a
complaint;
(5) homeostasis utility: maintaining equilibrium or balance in the user’s life.
Audiences select certain types of media based upon the functions relevant to them. These
forms of media tend to match audiences’ perceptions and ways of thinking, reinforcing their
beliefs.
Role of Social Media in Organizational Crisis Communication
During crises, audiences’ social media use increases and in some situations,
audiences perceive social media to be more credible than traditional mass media
During a crisis, audiences equally rate the credibility of third-person blogs and blogs
sponsored by organizations experiencing crises
, Audiences seek out social media during crises because they provide an unfiltered,
up-to-date line of communication and provide unique crisis information that
audiences cannot get elsewhere.
Audiences also use social media for emotional support and recovery from crises.
Sites such as Flickr and YouTube have been used to collect crisis images and
information for larger groups of individuals.
Information form (traditional media, social media, or offline word-of-mouth
communication) can impact publics’ crisis communication behaviors.
Liu et al. (2014) help organizations devise crisis outcomes by first gaining an understanding
of the ways that publics use social media, employing their social-mediated crisis
communication model (SMCC). The social-mediated crisis communication model, serves as
a theoretical framework to describe interactions between organizations, online and offline
publics, social media, traditional media, and word-of-mouth communication before, during
and after crises.
The model argues that social media channels have three different types of publics:
(1) influential social media creators, who create crisis information for others to consume;
initiating content about a crisis for other stakeholders to consume (video, posts, pics)
(2) social media followers who consume the influential social media creators’ crisis
information because they are interested, seek support
(3) social media inactives, who may consume influential social media creators’ crisis
information indirectly through word-of-mouth communication with social media followers
and/or traditional media that report content from influential social media creators and/or
social media followers. They consume information passively
The model further describes how information is distributed by social media directly and
indirectly. For example, crisis information is transmitted directly from influential social
media creators to social media followers, but potentially indirectly from influential social
media followers to social media inactives.
Crisis communicators should consider the value of these various publics when
utilizing social channels in the crisis communication response
Observing crisis information source and crisis information form can help
organizations in determining the appropriate method and source of communication
to disseminate their crisis message to the public
Assumptions:
1. Crisis communicatioon is dynamic
2. 3 types of publics are involved
, Social media vs traditional media usage during a crisis
Audiences use social media during crises for insider information and checking in with
family/friends and use traditional media for educational purposes.
Convenience, involvement, and personal recommendations from friends, parents,
and professors encourage social and traditional media use; information overload
discourages use of both.
Information overload, the perceived function of social media in crisis communication
discourages use of social media,
while credibility encourages traditional media use, the main media used for
educational purposes. Audiences used social media to gain ‘‘backchannel’’
information in a wildfire crisis.
Information form and source interact to influence publics' information seeking and sharing
behaviours during crises and disasters
once participants notice a discussion trend in social media networks, they are more
likely to seek out traditional media coverage of these crises.
Interestingly, when the crisis information came from the organization, participants
were not as likely to look for more information.
participants were more likely to seek information through all types of media when
initial information came from a third party and not from the organization.
Thus, organizations need to ensure that crisis communication information comes
from other trusted sources of information, in addition to coming from the
organization.
Participants were most likely to seek further crisis information via social media when
information came from a third party through social media
Third-party influence*such as trusted online journalists, friends, and
acquaintances*prompted individuals to visit social media and use offline word-of-
mouth communication (i.e., texting, phone conversations, and face-to-face
conversations) for more information.
Organizations should consider creation of mechanisms to support spread of information by
stakeholders and identify key influencers in advance.
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