Negotiating crisis in the new media environment: Evolution of crises online, gaining legitimacy offline

• Main Authors: PANG, Augustine, Abul Hassan, Nasrath Begam Binte, CHONG, Aaron Chee Yang
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2012
• Subjects: Business and Corporate Communications; Communication Technology and New Media; Organizational Communication
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/6096; https://ink.library.smu.edu.sg/context/lkcsb_research/article/7095/viewcontent/Negotiating_Crisis_New_Media_2012.pdf
• Institution: Singapore Management University

This study examines how crises originate online, how different new media platforms escalate crises, and how issues become legitimized offline when they transit onto mainstream media. We study five social media crises, which includes United breaks guitars and Southwest Air’s too fat to fly. Crises ar...