REFERENCES

• Bates, D. (2010, June 19). Now BP's Gulf partners are distancing themselves as firm with 25% stake in rig blasts oil giants ‘reckless decisions’. Daily Mail. Retrieved from www.dailymail.co.uk/news/article-1287883/Now-BPs-Gulf-partners-are-distancing-themselves-as-firm-with-25%-stake-in-rig-blasts-oil-giants-reckless-decisions.html.
   Google Scholar
• Bernardo, A., Huberman, D., & Wu, F. (2009). Social networks that matter: Twitter under the microscope. First Monday, 14, 1–5. Retrieved from http://www.hpl.hp.com/research/scl/papers/twitter/twitter.pdf.
   Google Scholar
• Boase, J., & Wellman, B. (2006). Personal relationships: On and off the Internet. In D.Perlman & A. L.Vangelisti (Eds.), Handbook of personal relations. Oxford: Blackwell.
   Google Scholar
• Bridgeman, R. (2008). Crisis communication and the net. In P. F.Anthonissen (Ed.), Crisis communication: Practical PR strategies for reputation management and company survival. London and Philidelphia: Kogan Page.
   Google Scholar
• CBC News. (2008, August 28). How Maple Leaf Foods is handling the Listeria outbreak. Retrieved from http://www.cbc.ca/money/story/2008/08/27/f-crisisresponse.html.
   Google Scholar
• Dixon, L. (2010, July 14). The Times. Timeline: BP oil disaster.
   Google Scholar
• Dobscha, S. (1998). The lived experience of consumer rebellion against marketing. Advances in Consumer Research, 21, 91–97.
   Google Scholar
• Fearn-Banks, K. (2011). Crisis communications: A casebook approach (7th ed.). New York and London: Routledge.
   Google Scholar
• Ferguson, S. D. (2000). Researching the public opinion environment. Thousand Oaks, CA: Sage.
   Google Scholar
• Fink, S. (2002). Crisis management: Planning for the inevitable. Nebraska: Universe.
   Google Scholar
• Foster, G., & Howell, G. V. J. (2010). Setting the agenda in East Timour. Asia Pacific Public Relations Journal, 10(2), 1–16.
   Google Scholar
• Gonzalez-Herrero, A., & Pratt, C. B. (1996). An integrated symmetrical model for crisis-communications management. Journal of Public Relations Research, 8, 79–105.
   Google Scholar
• Gonzalez-Herrero, A., & Smith, S. (2008). Crisis communications management on the web: How Internet-based technologies are changing the way public relations professionals handle business crises. Journal of Contingencies and Crisis Management, 16, 143–153.
   Google Scholar
• Gorman, P., & Zengerle, S. (2010, May 16). BP tussles with the latest bid to contain U.S. Oil Spill. Reuters. Retrieved January 2, 2013, from http://uk.reuters.com/article/2010/05/15/uk-oil-rig-leak-idUKN0314262220100515.
   Google Scholar
• Ha, H.-Y. (2005). Determinants influencing consumer perceptions of web site trust and outcomes. Journal of Global Academy of Marketing Science, 15(2), 1–25.
   Google Scholar
• Hansen, D., Shneiderman, B., & Smith, M. A. (2011). Analyzing social media networks with NodeXL: Insights from a connected world. Boston: Elsevier.
   Google Scholar
• Harlow, W. F., Brantley, B. C., & Harlow, R. M. (2011). BP initial image repair strategies after the Deepwater Horizon spill. Public Relations Review, 37, 80–83.
   Web of Science ®Google Scholar
• Harris, M. (2009, January 22). Maple Leaf winning the battle to bring customers back. Canwest News Service.
   Google Scholar
• Howell, G. V. J., & Miller, R. (2006). How the relationship between the crisis life cycle and mass media content can better inform crisis communications. PRism, 4(1), 1–14.
   Google Scholar
• Jordan-Meier, J. (2011). The four stages of highly effective crisis management: How to manage the media in the digital age. Boca Raton, FL: CRC Press.
   Google Scholar
• Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons, 53, 59–68.
   Web of Science ®Google Scholar
• LABAPART. (2011). Join the conversation: How Spanish journalists are using Twitter. Paper presented at the International Association of Media and Communication Research, Instanbul. Retrieved from http://www.pilarcarrera.es/imgs/jointheconversation.pdf.
   Google Scholar
• Lee, H. (2013). A study on knowledge structure and cognitive mapping of marketing using social network analysis. Journal of Global Scholars of Marketing Science: Bridging Asia and the World, 23(3), 1–27.
   Google Scholar
• Lindsay, B. R. (2011). Social media and disasters: current uses, future options, and policy considerations. Congressional Research Services Report 7–5700. Retrieved from http://fpc.state.gov/documents/organization/174191.pdf.
   Google Scholar
• Littlefield, R. S., & Quenette, A. M. (2007). Crisis leadership and Hurricane Katrina: The portrayal of authority by the media in natural disasters. Journal of Applied Communication Research, 35, 26–47.
   Web of Science ®Google Scholar
• Lucero, M., Kwang, A. T. T., & Pang, A. (2009). Crisis leadership: When should the CEO step up?Corporate Communications: An International Journal, 14, 234–248. Retrieved from https://doi.org/doi:10.1108/13563280910980032.
   Google Scholar
• Mayer-Schonberger, V., & Cukier, K. (2013). Big Data Great. Britain: John Murray.
   Google Scholar
• McCoombs, M. E., & Shaw, D. L. (1972). The agenda-setting fuction of the mass media. Public Opinion Quarterly, 36, 176–187.
   Web of Science ®Google Scholar
• Mei, J. S. A., Bansal, N., & Pang, A. (2010). New media: A new medium in escalating crises?Corporate Communications: An International Journal, 15, 143–155.
   Google Scholar
• Merrill, T., Latham, K., Santalesa, R., & Navetta, D. (2011). Social media: The business benefits may be enormous, but can the risks – reputational, legal, operational – be mitigated? Retrieved from http://www.acegroup.com/us-en/assets/ace-progress-report-social-media.pdf.
   Google Scholar
• Mitroff, I. I. (1996). Essential guide to managing corporate crises: A step-by-step guide. New York: Oxford University Press.
   Google Scholar
• Moore, J. H., & Carlson, A. (2013). Reaching the audience: new communication technology practices in college sports public relations. Journal of Global Scholars of Marketing Science: Bridging Asia and the World, 23, 109–126.
   Google Scholar
• Park, S.-Y., & Kang, Y.-J. (2013). What's going on in SNS and social commerce?: Qualitative approaches to narcissism, impression management, and e-WOM behavior of consumers. Journal of Global Scholars of Marketing Science: Bridging Asia and the World, 23, 460–472.
   Google Scholar
• Park, S.-Y., & Lee, S. W. (2013). Effects of a perceived brand crisis on product evaluation and purchase intention: the moderating roles of brand credibility and brand attachment. Journal of Global Scholars of Marketing Science: Bridging Asia and the World, 23, 213–226.
   Google Scholar
• Penrose, J. M. (2000). The role of perception in crisis planning. Public Relations Review, 26, 155–171.
   Web of Science ®Google Scholar
• Perry, D. C., & Taylor, M. (2005). Diffusion of traditional and new media tactics in crisis communication. Public Relations Review, 31, 209–217.
   Web of Science ®Google Scholar
• Safko, L., & Brake, D. K. (2009). The social media bible: Tactics, tools and strategies for business success. New Jersey: John Wiley & Sons.
   Google Scholar
• Schock, N. (2010). Handling a fake Twitter account: @BPGlobalPR leaves a lasting impression on crisis communications. Public Relations Strategist, 16, 8–10.
   Google Scholar
• Scott Barrett, M. (2005). Spokespersons and message control: How the CDC lost credibility during the anthrax crisis this paper was presented to the red river communication conference April 22, 2004. Qualitative Research Reports in Communication, 6, 59–68. 10.1080/17459430500262190.
   Google Scholar
• Seeger, M. W. (2006). Best practices in crisis communication: An expert panel process. Journal of Applied Communication Research, 34, 232–244.
   Web of Science ®Google Scholar
• Solis, B., & Breakenridge, D. (2009). Putting the public back in public relations: How social media is reinventing the ageing business of PR. New Jersey: Pearson.
   Google Scholar
• Solis, B. (2011, June 16). The Hashtag Economy. Retrieved from http://www.briansolis.com/2011/06/hashtag-this-the-culture-of-social-media-is/.
   Google Scholar
• Stemler, S. (2001). An overview of content analysis. Practical Assessment, Research and Evaluation, 7(17)
   Google Scholar
• Taylor, M., Wells, G., Howell, G. V. J., & Raphael, B. (2012). A Facebook case study from cyclone Yasi updates. The Australian Journal of Emergency Management, 25, 23–30.
   Google Scholar
• Thompson, P. (2010, June 4). ‘Those morons don't know what they're doing’: James Cameron's view as yet another BP oil spill fix fails. Daily Mail [online edition]. Retrieved January 4, 2013, from http://www.dailymail.co.uk/news/article-1283672/GULF-OIL-SPILL-James-Camerons-view-BP-fix-fails.html#ixzz2rkhDSgaO.
   Google Scholar
• Twitter. (2013). About Twitter. Retrieved from www.twitter.com/about.
   Google Scholar
• US Justice Department. (2012). BP Exploration and Production Inc. Agrees to plead guilty to felony manslaughter, environmental crimes and obstruction of congress surrounding deepwater horizon incident. Media Release. Retrieved from http://www.justice.gov/opa/pr/2012/November/12-ag-1369.html.
   Google Scholar
• Veil, S. R., Buehner, T., & Palenchar, M. J. (2011) A work-in-process literature review: Incorporating social media in risk and crisis communication. Journal of Contingencies and Crisis Management, 19, 110–122. Retrieved from http://ssrn.com/abstract=1840231 or http://dx.doi.org/10.1111/j.1468-5973.2011.00639.
   Web of Science ®Google Scholar
• Webb, T., & Bawden, T. (2011, February 1). Court order halts BP. The Guardian. Retrieved from http://www.guardian.co.uk/business/2011/feb/01/bp-loss-gulf-oil-spill-resumes-dividend.
   Google Scholar
• Weber, L. (2009). Marketing to the social web: How digital customer communities build your business. New Jersey: John Wiley & Sons.
   Google Scholar
• Wigley, S., & Fontenot, M. (2010). Crisis managers losing control of the message: A pilot study of the Virginia tech shooting. Public Relations Review, 36, 187–189.
   Web of Science ®Google Scholar
• Wray, R. (2010, July 27). Deepwater horizon oil spill: BP gaffes in full. The Guardian.
   Google Scholar
• Xifra, J., & Grau, F. (2010). Nanoblogging PR: The discourse on public relations in Twitter. Public Relations Review, 36, 171–174.
   Web of Science ®Google Scholar
• Yoon, S.-J., & Han, H.-E. (2012). Experiential approach to the determinants of online word-of-mouth behavior. Journal of Global Scholars of Marketing Science: Bridging Asia and the World, 22, 218–234.
   Google Scholar