What happens on social media stays on social media
There are numerous examples of how organisations should NOT behave like on social media in the face of crises, ranging from companies like Victoria Bitter to Malaysia Airlines.
But the truth is, the social media platform is one of the quickest ways to reach a large audience in the need of important information, especially nowadays when most people have access to the Internet. On the other hand, inaccurate messages can also be problematic with social media, given the sheer number of people disseminating information with virtually no limits. And once it’s online, it stays there- just ask Singapore Airlines who posted an immediate apology on Twitter in order to restore confidence after posting what some called insensitive tweets involving MH17.
Although, think about it like this- who wouldn’t want to be warned of an earthquake before actually feeling it? Simply, social media provides an accessible format for communicating in real time with the types of messages relative to audiences. The point is, social media provides more useful than non-useful information. Just keep in mind all types of crises; we need social media to deal with these events. Publishers on social media just have to align their postings with policies in order to prevent loss of reputation in crises. So in this case, thumbs up for the use of social media in crises!
#social #media #force #of #good #or #bad?
Fearn-Banks, K. (2011). Crisis Communications A Casebook Approach. Social Media and Crisis Communications (4th Ed.), pp. 55-62. Retrieved from: http://reader.eblib.com.au.ezproxy.bond.edu.au/(S(m5lvn2wabzii30iotn0c2zcn))/Reader.aspx?p=592974&o=297&u=LE3FcHlWB6WCcSyciXixtg%3d%3d&t=1405925385&h=3B77FFDBFE094788EEE390CDD2FEA6D38A1B1168&s=13663481&ut=956&pg=1&r=img&c=-1&pat=n&cms=-1#
Ford, R. (2011). The Hollywood Reporter. Earthquake: Twitter Users Learned of Tremors Seconds Before Feeling Them. Retrieved from: http://www.hollywoodreporter.com/news/earthquake-twitter-users-learned-tremors-226481
Pownall, C. (2014). Business2Community. Malaysia Airlines, MH370 and Social Media Crisis Communications. Retrieved from: http://www.business2community.com/crisis-management/malaysia-airlines-mh370-social-media-crisis-communications-0887855#!bi1sPH
Reuters. (2014). Published on The Sydney Morning Herald Online. Singapore Airlines apologises for insensitive Facebook posts after MH17 shot down. Retrieved from: http://www.smh.com.au/travel/travel-incidents/singapore-airlines-apologises-for-insensitive-facebook-posts-after-mh17-shot-down-20140720-zux9q.html
Walaski, P. (2013). Professional Safety. Social media, vol. 58 issue 4, pp. 40-49. Retrieved from: http://search.proquest.com.ezproxy.bond.edu.au/docview/1331594111?pq-origsite=summon