In a dynamic world of constant changes, social and technological developments have made crisis communication and crisis management more valuable than ever to organisations. Previous research has suggested that organisations with a certain entrusting relationship to stakeholders might not share premises for crisis communication with corporate organisations. Furthermore, the field of crisis communication suffers from a lack of studies focusing on organisations´ communication on social media during crisis. Using text analysis, this study investigates the Swedish trade union Kommunal’s communication on Facebook during the crisis in January 2016. Results show that Kommunal did not utilize a crisis frame similar enough to the crisis frame used by stakeholders and media, and that Kommunal did not accept enough stakeholder and media attributions of crisis responsibility. The results produces questions for further research about the balancing act between being consistent and adjusting to the crisis situation when communicating during crisis, as well as about if organisations are affected not only by their own crisis history and prior relationship reputation, but by the crisis history and prior relationship reputation of similar organisations as well.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-53372 |
| Date | January 2016 |
| Creators | Karlsson, Linus |
| Publisher | Linnéuniversitetet, Institutionen för medier och journalistik (MJ) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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