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Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises

Author

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  • Corina Buzoianu

    (College of Communication and Public Relations, National University of Political Studies and Public Administration (SNSPA), 012244 București, Romania)

  • Monica Bîră

    (College of Communication and Public Relations, National University of Political Studies and Public Administration (SNSPA), 012244 București, Romania)

Abstract

The paper aims to explore new methods and practices for looking into crises in online environments by using social media listening tools and methods. Based on the case of two privately owned hospitals in Romania facing boycotts due to their response to the COVID-19 outbreak, we study the social media conversations on the topic, the emerging themes, the visibility triggered and the impact on the brand and actors involved. Drawing on a social media listening and crisis communication framework, our research looks to unveil the relationship between stakeholders’ expectations and brand promise, aiming to foresee predictive crisis communication and management models.

Suggested Citation

  • Corina Buzoianu & Monica Bîră, 2021. "Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises," Sustainability, MDPI, vol. 13(23), pages 1-15, November.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:23:p:13015-:d:687282
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    References listed on IDEAS

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    1. Gregory E. Powell & Harry A. Seifert & Tjark Reblin & Phil J. Burstein & James Blowers & J. Alan Menius & Jeffery L. Painter & Michele Thomas & Carrie E. Pierce & Harold W. Rodriguez & John S. Brownst, 2016. "Social Media Listening for Routine Post-Marketing Safety Surveillance," Drug Safety, Springer, vol. 39(5), pages 443-454, May.
    2. Rajagopal, 2013. "Social Media Metrics," Palgrave Macmillan Books, in: Managing Social Media and Consumerism, chapter 7, pages 132-151, Palgrave Macmillan.
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    Cited by:

    1. Umar Ali Bukar & Fatimah Sidi & Marzanah A. Jabar & Rozi Nor Haizan Nor & Salfarina Abdullah & Iskandar Ishak & Mustafa Alabadla & Ali Alkhalifah, 2022. "How Advanced Technological Approaches Are Reshaping Sustainable Social Media Crisis Management and Communication: A Systematic Review," Sustainability, MDPI, vol. 14(10), pages 1-26, May.
    2. Vasile Gherheș & Mariana Cernicova-Buca & Marcela Alina Fărcașiu, 2023. "Public Engagement with Romanian Government Social Media Accounts during the COVID-19 Pandemic," IJERPH, MDPI, vol. 20(3), pages 1-22, January.

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