How can effective crisis communication aid in management of a crisis? How does social media impact a crisis? What are some major decisions that should be made during the management of the crisis regarding social media?
In a crisis, there must be effective communication between all parties involved. This means that there must be some type of dialog between all internal components and external components. The internal components must be communicating between themselves to get to a resolution to resolve the crisis and mitigate the damages in the publics eyes. The external communications must be made to keep the public informed of what is going on. These communications must include releasing the information to the media and the use of social media. In today’s times a lot of people only get their news from social media. So just making a press statement and not addressing a statement on social media can be very dangerous to an organization. An example of social media going in the wrong way was the Michael Brown incident in the St Louis area. A lot of false statements were made on social media in the first few hours of the incident that people believed to be true. The local authorities did not address the statements and the understand the negative impact these statements would have.
On Easter Sunday two domino’s pizza employees posted a video of themselves doing nasty things with the food. By the next day of the video being online it had over a million views. By Tuesday the company had identified the store and the two employees. By the end of the day the company had formulated a response to include responses on social media like twitter and Facebook. Since the crisis started out on the internet the company decided to use that tool to address the crisis (Crandall, Parnell, Spillan, & all, 2013).
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Effective crisis communication plays a crucial part when it comes to the aid in the management of a crisis & should assume a central role from the beginning. It makes workers & consumers be secure in the way a corporation has the ability to deal with a crisis & bring about a speedy resolution. Effective crisis communication is also important to the bigger process of material exchange designed to bring about trust and encouraging understanding of the relevant concerns or actions. Crisis communications help defines how the communication response strategies should be implemented when a crisis occurs.
When dealing with social media at the time of a crisis it can be an effective thing or a non-effective thing. If media communications is effective then it is important to the bigger process of information exchange directly at provoking trust & promoting understanding of the appropriate issues or actions. If one wrong thing is said or published on social media it can make the crisis worse or harder to get out of. But social media if use in a good way can improve knowledge & understanding, developing goals, plans, & strategies & delivering messages. Also social media can guide & encourage the appropriate attitude, decisions, actions, & behaviors.
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