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dc.contributor.author
Tatsi, Foteini
en
dc.date.accessioned
2018-05-22T10:41:37Z
dc.date.available
2018-05-23T00:00:14Z
dc.date.issued
2018-05-22
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/29172
dc.rights
Default License
dc.subject
Crisis Communication
en
dc.title
Crisis Communication in the Digital Era
en
heal.type
masterThesis
en_US
heal.creatorID.email
foteini.tatsi@gmail.com
heal.generalDescription
The goal of this dissertation is to understand what an organizational crisis is, how much a crisis affects the companies (their web and the social media analytics, brand image, revenues, etc.), and what framework should a company implement to prevent, respond and overcome a crisis in the digital era.
en
heal.classification
Marketing
en
heal.classification
Communication and PR
en
heal.classification
eBusiness
el
heal.keywordURI.LCSH
Digital media
heal.keywordURI.LCSH
Digital media--Evaluation
heal.keywordURI.LCSH
Digital media--Management
heal.keywordURI.LCSH
Digital media--Technological innovations
heal.keywordURI.LCSH
Digital communications
heal.keywordURI.LCSH
Communication policy
heal.keywordURI.LCSH
Crisis management
heal.language
en
en_US
heal.access
free
en_US
heal.license
http://creativecommons.org/licenses/by-nc/4.0
en_US
heal.recordProvider
School of Science and Technology, MSc in e-Business and Digital Marketing
en_US
heal.publicationDate
2018-05-22
heal.abstract
This dissertation was written as a part of the MSc in e-Business and Digital Marketing at the International Hellenic University. Digital media have been added to organizations' communication strategies and are used as a two-way communication channel in real time between them and their stakeholders. Unfortunately, digital media help the rapid spread of a crisis, as it can "go viral"; a crisis can be shared in seconds to millions digital media users. This study aims to examine if organizations can integrate into their communication strategy a crisis response strategy for their digital media accounts. Crises responses strategies have been determined by the Situational Crisis Communication Theory (Coombs). The research is done through a case study on a large Greek company that operates in electronics and entertainment retail industry. That selection was based on finding a company that has already embedded digital media in its communication strategy and has a strong presence in social media. Hence, the research would examine if the company had also implemented a digital crisis communication strategy and ad-dressed crises with SCCT's response strategies in social media. The analysis indicated that there was not a digital crisis communication strategy implemented and therefore, SCCT's response strategies were not used when a crisis occurred. On that basis, it was recommended for each type of crisis the best-suited crisis response strategy from the SCCT that the company should follow to communicate with its stakeholders and address a crisis.
en
heal.tableOfContents
ABSTRACT III CONTENTS IV 1 INTRODUCTION 1 2 LITERATURE REVIEW: ACADEMIC 3 2.1 CRISIS 3 2.2 NEGATIVE PUBLICITY: HOW CONSUMERS REACT 4 2.3 SITUATIONAL CRISIS COMMUNICATION THEORY (COOMBS) 5 2.3.1 Types of crises 6 2.3.2 Crisis Communication Response Strategies 7 2.4 CRISIS IN THE DIGITAL MEDIA ERA 8 3 LITERATURE REVIEW: BUSINESS CASES 10 3.1 THE USE OF HUMOR IN COMMUNICATION 10 3.1.1 The Red Cross Case 10 3.1.2 The TMall Case 11 3.2 THE USE OF APOLOGY IN CRISIS COMMUNICATION 11 3.2.1 The Kindle crisis case 11 3.3 CULTURE AND SOCIAL MEDIA IN CRISIS COMMUNICATION (CHINA) 12 3.3.1 The McDonald’s Case 13 3.3.2 The KFC Case 13 4 METHODOLOGY 15 4.1 OUTLINE OF DISSERTATION 15 4.2 RESEARCH METHOD 16 4.2.1 Case Study as a Research Method 16 4.3 DATA COLLECTION 17 4.4 QUESTIONNAIRE 17 5 ANALYSIS 29 5.1 PUBLIC: THE COMPANY PROFILE 29 5.2 PUBLIC: DIGITAL MEDIA PRESENCE 30 5.3 PUBLIC: CRISIS RESPONSE STRATEGIES 31 5.3.1 Public’s Unpaid Employees Case 31 6 DISCUSSION 33 6.1 HYPOTHESIS ONE 33 6.2 HYPOTHESIS TWO 33 6.3 HYPOTHESIS THREE 34 6.4 PROPOSED RESPONSE STRATEGIES FOR PUBLIC 34 REFERENCES 39 APPENDIX 41
el
heal.advisorName
Fraidaki, Katerina
el
heal.committeeMemberName
Fraidaki, Katerina
en
heal.committeeMemberName
Doukidis, Georgios
el
heal.committeeMemberName
Pouloudi, Athanasia
el
heal.academicPublisher
IHU
en
heal.academicPublisherID
ihu
en_US


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