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The purpose of the essay is to find out how crisis communication takes shape on different social media. The essay deals with both organizations' risk and crisis management on Facebook and Instagram. A risk is defined in the essay as anything that could possibly lead to a crisis that could adversely affect an organization. A crisis is defined here as an unpredictable event that threatens key expectations of stakeholders. To answer the purpose, the essay authors have used the following main and sub-questions; How does the selected organizations' management of Facebook and Instagram look from a crisis communication perspective? What are the differences or similarities in risk and crisis management on Facebook and Instagram? How do organizations use Coombs different crisis management strategies on Facebook and Instagram? In what way, if so, does the tonality differ on the different platforms? The theoretical framework begins with a chapter that summarizes previous research and leads to the research gap. One theory that has been used in the study is Situational Crisis CommunicationTheory, where Timothy Coomb's seven strategies on crisis management are used throughout the essay. Other theories that have also been used are Social Mediated Crisis Communication, medialization and media logic. The method that has been used is quantitative content analysis where ten different organizations' feeds on both Facebook and Instagram have been analyzed. The units that were examined were classified as risk or crisis messages that were published during the period 2017-01-01 until 2018-11-20. The result shows that the organizations' management of Facebook and Instagram before, during and after a crisis looks different depending on the platform. There are similarities but also many interesting differences. One thing that differentiates the platforms is that it is more forgiving on Facebook and it is more common for the organizations to try to blame someone else on Instagram. The organizations also tend to be less personal on Instagram than on Facebook. The result also shows that Coomb's crisis management strategies are used in all found units and that the tone on Facebook tends to be more positive than it is on Instagram. An interesting discovery was that despite Instagram's visual logic, the platform was not used for that purpose when an organization goes through a crisis.

Supply chains are developed to reduce business expenses and increase efficiency. However, a disruption in the supply chain, or a failure in one of the links, can expose organizations to crises that can severely impact short-term bottom line and long-term corporate reputation. This study examines the communication challenges inherent in supply chain crises using Samsung’s 2016 Galaxy Note 7 phone crisis as a case study. Results of this study show, in a supply chain crisis, stakeholders hold the organization responsible, regardless of where in the supply chain the break occurred. This study also examines the impact of complexity inherent to supply chain crises and the challenges organizations face during a crisis when organizational reputation is impacted by links in the supply chain outside the organization’s direct control.

This dissertation examines how individuals use social media to respond to crisis situations, both during and after the event. Using both rhetorical criticism and David Boje’s theories and concepts regarding the development of antenarrative—a process of making sense of past, present, and future events—I explored how social media users make sense of and respond to a crisis. Specifically, my research was guided by three major questions: Are traditional, pre-social media image-repair strategies effective in social media environments? How do participants use social media in crisis events, and how does this usage shape the rhetorical framing of a crisis? How might organizations effectively adapt traditional crisis communication plans to be used in social media during future crisis events? These questions were applied to four case studies to provide a range of insights about not only how individuals respond to a crisis, but also what strategies organizations use to present information about it. These cases were carefully selected to include a variety of crisis types and responses and include the following: A business (H&R Block) communicating to clients about a software error A governmental organization (the NTSB) presenting information about the cause of an airplane crash and about missteps in its response A governmental group (the CDC) responding to a global health crisis with various audiences and types of responses An activist movement (Black Lives Matter) attempting to unify social media users to lobby for change and highlight the scope of the issues to the nation Analyses of these cases not only show how individuals and groups used social media to make sense of crisis events, but also how the rhetorical strategies used to respond to a crisis situation. Understanding how individuals and groups make sense of crises will provide additional understanding to information designers, public relations professionals, organizations and businesses, and individuals using social media to effect change.

Abstract This study focuses on the process of communication between government agencies and the public during crisis situations, and the development of an effective response strategy when a significant threat to public health and/or safety is believed to exist. My specific research interests are (1) the nature of the decision-making process that influences the communicative choices made during such events, and (2) how decision-makers make sense of an evolving, ambiguous, and unpredictable situation, in order to establish credibility with the public, determine the appropriate response strategy, and gain the public's trust in order to influence its behavior. This is a qualitative research study based on a series of in-depth interviews conducted with key staff members of the Centers for Disease Control and Prevention (CDC) regarding the CDC's organizational response to the 2009-2010 H1N1 influenza pandemic. As global public health threats have the potential to significantly affect critical areas of the U.S. economy, national security policies are evolving to include strategic planning for issues related to global public health threats. However, despite having faced several serious public health threats during the past decade, governments worldwide and the global public health community continue to struggle with developing sufficient contingency plans and effective response strategies to meet the challenges of unexpected, highly unpredictable, and potentially devastating public health crises. My research addresses gaps identified in exploring the experience of crisis response participants in order to understand the process of response development. Additionally, I identify practices, processes, and recommendations that will be useful for future response teams confronted with equally challenging emerging threat and/or crisis scenarios.

Crisis management includes efforts designed to prevent and to detect potential crises, and to learn from crisis experiences. The SCCT posits that certain crisis responses (matched) produce better outcomes for organizations than others (unmatched), depending on the situation. In addition, the results from this study attempt to support the situational crisis communication theory in aiding crisis managers in protecting their organizations against crises.

<p>Abstract</p><p>Title: Who said what? – A qualitative content analysis regarding the UD’s, the government’s and the travel agencies after the Tsunami disaster.</p><p>Number of pages: 38</p><p>Author: Malin Hansson</p><p>Tutor: Peder Hård af Segerstad</p><p>Course: Media and Communication Studies D</p><p>Period: Autumn 2006</p><p>University: Division of Media and Communication, Department of information science, Uppsala University</p><p>Purpose/Aim: The purpose of the paper is to find out what person said what to the media and public after the tsunami catastrophe. The aim is to find out if there is any difference in how the government and communicators talked, and if those differences agree with the public opinion about these persons.</p><p>Material/Method: The material is interviews with the relevant people on TV news. The first three days are included and the interviews have been transcribed and counted in sentences. The method is therefore quantitative content analysis.</p><p>Main results: All of the analysed persons used the category Concrete action the most, which is what they are doing at the moment. The biggest difference between the groups was that people from UD/government had to spend a lot of time defending their work and admit that they acted wrong while the travel agencies had a more personal touch and seemed more personally involved.</p><p>Keywords: Crisis communication, tsunami, news interviews, quantitative analysis</p>

<p>Datum: 2007-06-04</p><p>Nivå: Examensarbete D</p><p>Författare: Richard Caspar, Joakim Lindberg & Philip Savén</p><p>Handledare: Universitetslektor, docent Nils Kinch</p><p>Titel: KRISHANTERING! Frågan är inte om, utan när!</p><p>Problemformulering: I litteraturen finns en mängd olika uppfattningar om hur företag bäst skall hantera en kris. Vad som däremot saknas är ett gemensamt förhållningssätt till hur dessa bör hanteras. Går det att fastställa olika allmänna rekommendationer från fallstudier och litteraturen kring krishantering?</p><p>Syfte: Syftet med arbetet är att jämföra ett antal olika kriser för att se om det går att utforma en generell metod för krishantering inom företag.</p><p>Metod: Metoden som använts är en litteraturstudie där nio fallstudier har granskats för att därefter analyseras</p><p>Slutsatser: Våra slutsatser visar att företag bör försöka förstå sin omvärld, vara effektiva i sin kommunikation, planera för det värsta samt agera rakryggat och ärligt.</p>

Abstract Title: Who said what? – A qualitative content analysis regarding the UD’s, the government’s and the travel agencies after the Tsunami disaster. Number of pages: 38 Author: Malin Hansson Tutor: Peder Hård af Segerstad Course: Media and Communication Studies D Period: Autumn 2006 University: Division of Media and Communication, Department of information science, Uppsala University Purpose/Aim: The purpose of the paper is to find out what person said what to the media and public after the tsunami catastrophe. The aim is to find out if there is any difference in how the government and communicators talked, and if those differences agree with the public opinion about these persons. Material/Method: The material is interviews with the relevant people on TV news. The first three days are included and the interviews have been transcribed and counted in sentences. The method is therefore quantitative content analysis. Main results: All of the analysed persons used the category Concrete action the most, which is what they are doing at the moment. The biggest difference between the groups was that people from UD/government had to spend a lot of time defending their work and admit that they acted wrong while the travel agencies had a more personal touch and seemed more personally involved. Keywords: Crisis communication, tsunami, news interviews, quantitative analysis

Datum: 2007-06-04 Nivå: Examensarbete D Författare: Richard Caspar, Joakim Lindberg &amp; Philip Savén Handledare: Universitetslektor, docent Nils Kinch Titel: KRISHANTERING! Frågan är inte om, utan när! Problemformulering: I litteraturen finns en mängd olika uppfattningar om hur företag bäst skall hantera en kris. Vad som däremot saknas är ett gemensamt förhållningssätt till hur dessa bör hanteras. Går det att fastställa olika allmänna rekommendationer från fallstudier och litteraturen kring krishantering? Syfte: Syftet med arbetet är att jämföra ett antal olika kriser för att se om det går att utforma en generell metod för krishantering inom företag. Metod: Metoden som använts är en litteraturstudie där nio fallstudier har granskats för att därefter analyseras Slutsatser: Våra slutsatser visar att företag bör försöka förstå sin omvärld, vara effektiva i sin kommunikation, planera för det värsta samt agera rakryggat och ärligt.