Crisis communication, learning and responding: Best practices in social media. (December 2016)

• Record Type: Journal Article
• Authors: Lin, Xialing; Spence, Patric R.; Sellnow, Timothy L.; Lachlan, Kenneth A.
• Is Part Of: Computers in human behavior. Volume 65(2016)
• Page Start: 601
• Page End: 605
• Publication Date: 2016-12
• Subjects: Crisis communication -- Social media -- Best practices -- Risk -- Communicaiton; Interactive computer systems -- Periodicals; Man-machine systems -- Periodicals; 004.019
• DOI: 10.1016/j.chb.2016.05.080
• Languages: English
• ISSNs: 0747-5632

Abstract

Abstract: As noted by Seeger (2006) the notion of best practices is often use to improve professional practice; to create research and functional recommendations to use in a specific situation. This essay describes best practices in crisis communication specifically through the use of social media. It provides suggestions and approaches for improving the effectiveness of crisis communication and learning with and between organizations, governments and citizens. Seven best practices for effective crisis communication using social media are outlined. Highlights: Research on social media and crisis communication is synthesized. Results from experiments and applied research are discussed. Best practices for crisis communication are offered.