Organizational crisis communication on Facebook

Lan Ye (Department of Communication Studies, State University of New York at Cortland, Cortland, New York, USA)
Eyun-Jung Ki (Department of Advertising and Public Relations, The University of Alabama, Tuscaloosa, Alabama, USA)

Corporate Communications: An International Journal

ISSN: 1356-3289

Publication date: 6 February 2017

Abstract

Purpose

The purpose of this paper is to explore British Petroleum’s (BP) crisis response on Facebook and factors contributing to its stakeholders’ perceptions of its crisis response strategies during the Deepwater Horizon oil spill.

Design/methodology/approach

Applying crisis response strategies, this study content analyzed BP’s crisis communication messages and Facebook users’ comments on BP America’s Facebook page.

Findings

The results revealed that information giving strategies dominated BP’s crisis response, and Facebook users were more likely to comment favorably when BP used information giving strategies and accommodative strategies. Bolstering strategies and third-party endorsement did not achieve anticipated effectiveness.

Originality/value

The findings of this study will contribute to effective application of crisis response strategies.

Keywords

Citation

Lan Ye and Eyun-Jung Ki (2017) "Organizational crisis communication on Facebook", Corporate Communications: An International Journal, Vol. 22 No. 1, pp. 80-92

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DOI

: https://doi.org/10.1108/CCIJ-07-2015-0045

Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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