2,515
Views
0
CrossRef citations to date
0
Altmetric
Research Article

What to Say and How to Say It? Corporate Strategic Communication through Social Media during the Pandemic

, ORCID Icon &

References

  • Ahmed, W. (2019). Using Twitter as a data source: An overview of social media research tools (2019). Impact of Social Sciences Blog. https://blogs.lse.ac.uk/impactofsocialsciences/2019/06/18/using-twitter-as-a-data-source-an-overview-of-social-media-research-tools-2019/
  • Albuquerque, R., Koskinen, Y., Yang, S., & Zhang, C. (2020). Resiliency of environmental and social stocks: An analysis of the exogenous COVID-19 market crash. The Review of Corporate Finance Studies, 9(3), 593–621. https://doi.org/10.1093/rcfs/cfaa011
  • Alves, H., Fernandes, C., & Raposo, M. (2016). Social media marketing: A literature review and implications. Psychology & Marketing, 33(12), 1029–1038. https://doi.org/10.1002/mar.20936
  • Anoruo, N. (2020) How social media undermined the COVID-19 response. abc NEWS, Retrieved July 11, 2020 from https://abcnews.go.com/Health/social-media-undermined-covid-19-response/story?id=70511613
  • Ashley, C., & Tuten, T. (2015). Creative strategies in social media marketing: An exploratory study of branded social content and consumer engagement. Psychology & Marketing, 32(1), 15–27. https://doi.org/10.1002/mar.20761
  • Aula, P. (2010). Social media, reputation risk and ambient publicity management. Strategy & Leadership, 38(6), 43. https://doi.org/10.1108/10878571011088069
  • Bapuji, H., Patel, C., Ertug, G., & Allen, D. G. (2020). Corona crisis and inequality: Why management research needs a societal turn. Journal of Management, 46(7), 1205–1222. https://doi.org/10.1177/0149206320925881
  • Belasen, A. T., & Belasen, A. R. (2019). The Strategic Value of Integrated Corporate Communication: Functions, Social Media, and Stakeholders. International Journal of Strategic Communication, 13(5), 367–384. https://doi.org/10.1080/1553118X.2019.1661842
  • Botan, C., & Penchalapadu, P. (2009). Using sense-making and coorientation to rank strategic public communication in state emergency operations plans (EOPs). International Journal of Strategic Communication, 3(3), 199–216. https://doi.org/10.1080/15531180902984216
  • Botan, C. H., & Taylor, M. (2004). Public relations: State of the field. The Journal of Communication, 54(4), 645–659. https://doi.org/10.1111/j.1460-2466.2004.tb02649.x
  • Bundy, J., Pfarrer, M. D., Short, C. E., & Coombs, W. T. (2017). Crises and crisis management: Integration, interpretation, and research development. Journal of Management, 43(6), 1661–1692. https://doi.org/10.1177/0149206316680030
  • Carroll, A. (1999). Corporate social responsibility – Evolution of a definitional construct. Business and Society, 38(3), 268–295. https://doi.org/10.1177/000765039903800303
  • Centers for Disease Control & Prevention. (2020). Social Distancing: Keep a safe distance to slow the spread. https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/social-distancing.html
  • Chen, Q., Min, C., Zhang, W., Wang, G., Ma, X., & Evans, R. (2020). Unpacking the black box: How to promote citizen engagement through government social media during the COVID-19 crisis. Computers in Human Behavior, 110, 106380. DOI: https://doi.org/10.1016/j.chb.2020.106380
  • Chew, C., Eysenbach, G., & Sampson, M. (2010). Pandemics in the Age of Twitter: Content Analysis of Tweets during the 2009 H1N1 Outbreak. PLoS ONE, 5(11), e14118. https://doi.org/10.1371/journal.pone.0014118
  • Cohen, J. (1960). A coefficient of agreement for nominal scales. Educational and psychological measurement, 20(1), 37–46.
  • Coombs, W. T. (2007). Ongoing crisis communication: Planning, managing, and responding (2nd ed.). Sage.
  • Coombs, W. T., & Holladay, S. J. (2002).Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management communication quarterly, 16(2), 165–186.
  • Daft, R. L., & Lengel, R. H. (1984). Information richness: A new approach to managerial behavior and organizational design. Research in Organizational Behavior, 6, 191–233. DOI: 10.21236/ada128980
  • Ding, W., Levine, R., Lin, C., & Xie, W. (2020).Corporate immunity to the COVID-19 pandemic (NBER Working Paper No. 27055). National Bureau of Economic Research. https://www.nber.org/papers/w27055.
  • Eriksson, M. (2018). Lessons for crisis communication on social media: A systematic review of what research tells the practice. International Journal of Strategic Communication, 12(5), 526–551. https://doi.org/10.1080/1553118X.2018.1510405
  • Felix, R., Rauschnabel, P. A., & Hinsch, C. (2017). Elements of strategic social media marketing: A holistic framework. Journal of Business Research, 70, 118–126. https://doi.org/10.1016/j.jbusres.2016.05.001
  • Fleischmann, A. C., Aritz, J., & Cardon, P. (2020). Language proficiency and media richness in global virtual teams: Impacts on satisfaction, inclusion, and task accomplishment.C.M.A.C.M. Transactions on Social Computing, 2(4), 1–18. https://doi.org/10.1145/3363564
  • Fleiss, J. L. (1971). Measuring nominal scale agreement among many raters. Psychological Bulletin, 76(5), 378. https://doi.org/10.1037/h0031619
  • Getchell, M. C., & Sellnow, T. L. (2016). A network analysis of official Twitter accounts during the West Virginia water crisis. Computers in Human Behavior, 54, 597–606. https://doi.org/10.1016/j.chb.2015.06.044
  • Guidry, J. P., Meganck, S. L., Lovari, A., Messner, M., Medina-Messner, V., Sherman, S., & Adams, J. (2019). Tweeting about# diseases and# publichealth: Communicating global health issues across nations. Health Communication, 20(9), 1137–1145. https://doi.org/10.1080/10410236.2019.1620089
  • Hale, T., Petherick, A., Phillips, T., & Webster, S. (2020). Variation in government responses to COVID-19. Blavatnik school of government working paper. University of Oxford, 31.
  • Heath, R. L. (2006). Onward into more fog: Thoughts on public relations’ research directions. Journal of Public Relations Research, 18(2), 93–114. https://doi.org/10.1207/s1532754xjprr1802_2
  • Hong, S. (2012). Online news on Twitter:Newspapers’ social media adoption and their online readership. Information Economics and Policy, 24(1), 69–74.
  • Huang, W., Chen, S., & Nguyen, L. T. (2020).Corporate social responsibility and organizational resilience to COVID-19 crisis: An empirical study of Chinese firms.
  • Ji, Y. G., Chen, Z. F., Tao, W., & Li, Z. C. (2019). Functional and emotional traits of corporate social media message strategies: Behavioral insights from S&P 500 Facebook data. Public Relations Review, 45(1), 88–103. https://doi.org/10.1016/j.pubrev.2018.12.001
  • Johansen, B. F., Johansen, W., & Weckesser, N. M. (2016). Emotional stakeholders as “crisis communicators” in social media. Corporate Communications: An International Journal, 21(3), 289–308. https://doi.org/10.1108/CCIJ-05-2015-0026
  • Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons, 53(1), 59–68. https://doi.org/10.1016/j.bushor.2009.09.003
  • Kim, J., Bae, J., & Hastak, M. (2018). Emergency information diffusion on online social media during storm Cindy in U.S. International Journal of Information Management, 40, 153–165. https://doi.org/10.1016/j.ijinfomgt.2018.02.003
  • Kim, J., & Hastak, M. (2018). Social network analysis: Characteristics of online social networks after a disaster. International Journal of Information Management, 38(1), 86–96. https://doi.org/10.1016/j.ijinfomgt.2017.08.003
  • Kim, S., & Liu, B. F. (2012). Are all crises opportunities? A comparison of how corporate and government organizations responded to the 2009 flu pandemic. Journal of Public Relations Research, 24(1), 69–85.
  • Li, H. O., Bailey, A., Huynh, D., & Chen, J. (2020). YouTube as a source of information on COVID-19: A pandemic of misinformation? BMJ Global Health, 5(5), e002604. https://doi.org/10.1136/bmjgh-2020-002604
  • Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic Inquiry. Sage Publications.
  • Liou, R. (2020). COVID-19 Insights: From emergency to emergence: Corporate social media engagement during pandemic, Business & Society Blog. Business & Society Blog. Retrieved July 11, 2020 from http://businessandsociety.org/2020/07/09/from-emergency-to-emergence/
  • Mack, E. 2020. See how coronavirus compares to other pandemics through history. Forbes. Retrieved July 3, 2020 from https://www.forbes.com/sites/ericmack/2020/03/16/see-how-coronavirus-compares-to-other-pandemics-through-history/#6275d6147d1e
  • Macnamara, J., & Zerfass, A. (2012). Social media communication in organizations: The challenges of balancing openness, strategy, and management. International Journal of Strategic Communication, 6(4), 287–308. https://doi.org/10.1080/1553118X.2012.711402
  • Mahmud, A., Ding, D., & Hasan, M. M. (2021). Corporate social responsibility: Business responses to Coronavirus (COVID-19) pandemic. SAGE Open, 11(1), 2158244020988710. https://doi.org/10.1177/2158244020988710
  • Martínez-Rojas, M., Del Carmen Pardo-ferreira, M., & Rubio-Romero, J. C. (2018). Twitter as a tool for the management and analysis of emergency situations: A systematic literature review. International Journal of Information Management, 43, 196–208. https://doi.org/10.1016/j.ijinfomgt.2018.07.008
  • McDonald, C. 2020. Best brand responses to coronavirus on social media. DEG News, Retrieved July 11, 2020 from https://www.degdigital.com/insights/social-media-responses-to-coronavirus/
  • Mervosh, S., Lee, J., Gamio, L., & Popovich, N. (2020). See how all 50 states are reopening. The New York Times, Retrieved June 26, 2020 from https://www.nytimes.com/interactive/2020/us/states-reopen-map-coronavirus.html
  • Nabity-Grover, T., Cheung, C. M., & Thatcher, J. B. (2020). Inside out and outside in: How the COVID-19 pandemic affects self-disclosure on social media. International Journal of Information Management, 55, 102188. https://doi.org/10.1016/j.ijinfomgt.2020.102188
  • Narayandas, D., Hebbar, V., & Li, L. (2020) Lessons from Chinese companies’ response to Covid-19. Harvard Business Review. Retrieved June 26, 2020 from https://hbr.org/2020/06/lessons-from-chinese-companies-response-to-covid-19
  • Ott, L., & Theunissen, P. (2015). Reputations at risk: Engagement during social media crises. Public Relations Review, 41(1), 97–102. https://doi.org/10.1016/j.pubrev.2014.10.015
  • Rishika, R., Kumar, A., Janakiraman, R., & Bezawada, R. (2013). The effect of customers’ social media participation on customer visit frequency and profitability: An empirical investigation. Information Systems Research, 24(1), 108–127. https://doi.org/10.1287/isre.1120.0460
  • Scigliuzzo, D., Saul, J., Harrington, S. D., Boston, C., & Pogkas, D. (2020). The Covid Bankruptcies: Guitar Center to Youfit. Bloomberg. Retrieved March 13, 2021 from https://www.bloomberg.com/graphics/2020-us-bankruptcies-coronavirus/
  • Sheehan, K. B., & Morrison, D. K. (2009). The creativity challenge: media confluence and its effects on the evolving advertising industry. Journal of interactive advertising, 9(2), 40–43.
  • Stieglitz, S., Mirbabaie, M., & Milde, M. (2018). Social positions and collective sensemaking in crisis communication. International Journal of Human–Computer Interaction, 34(4), 328–355. https://doi.org/10.1080/10447318.2018.1427830
  • Sundar, S. S., Xu, Q., & Bellur, S. (2010, April). Designing interactivity in media interfaces: A communications perspective. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, Atlanta, Georgia, USA. (pp. 2247–2256).
  • Tafesse, W., & Wien, A. (2018). Implementing social media marketing strategically: An empirical assessment. Journal of Marketing Management, 34(9–10), 732–749. https://doi.org/10.1080/0267257X.2018.1482365
  • Wei, S., Ang, T., & Liou, R. S. (2020). Does the global vs. local scope matter? Contingencies of cause-related marketing in a developed market. Journal of Business Research, 108, 201–212. https://doi.org/10.1016/j.jbusres.2019.11.018
  • Ziv, S. 2020. Don’t be fooled by official unemployment rate of 14.7%; The real figure is even scarier. Forbes. Retrieved June 26, 2020 from https://www.forbes.com/sites/shaharziv/2020/05/10/dont-be-fooled-by-official-unemployment-rate-of-147-the-real-figure-is-even-scarier/#504ebea055dd