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Thurlow - Social media, organizational identity and public relations: the challenge of authenticity

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Thurlow Social media, organizational identity and public relations: the challenge of authenticity
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Social Media Organizational Identity and Public Relations Public relations has - photo 1
Social Media, Organizational Identity and Public Relations

Public relations has been swift to grasp social media, yet its impact on public relations practice remains relatively unexplored. This book focusses on a way of understanding organizational identity construction in a virtual context, developing scholarship on the importance of a virtual presence in PR management, and further, to make sense of these identities as authentic, legitimate or plausible.

Through a diverse group of empirical case studies, this book explores the global perspective on organizational identities which transcend global boundaries via the internet including Volkswagens emissions scandal and Monsanto and organized social media protests. It also explores crowdfunding an emerging form of capitalist development constructed through sensemaking in social media. By looking at the emergence of organization in todays social media environment, it identifies how the interactive is created on a digitally mediated platform, sharing knowledge and engaging individuals in organizational identity construction.

Viewing the social construction of organizational identities through this lens, this innovative book locates how identities are plausible, authentic and legitimate or not through their ongoing communication via social media. It will be of great interest to academics teaching and researching in public relations, organizational communication and social media.

Amy Thurlow is Professor of Communication Studies at Mount Saint Vincent University in Halifax, Canada where she teaches public relations and organizational communication. Her recent publications appear in Qualitative Research in Organizations and Management, The Scandinavian Journal of Management, Journal of Change Management and the Canadian Journal of Communication. Currently, she is a co-investigator on a five-year, multi-institutional SSHRC funded project focused on Reassembling Canadian Management Knowledge with a special interest in dispersion, equity, identity and history. She is a member of the National Education Council of the Canadian Public Relations Society and the international Commission on Public Relations Education.

Social Media, Organizational Identity and Public Relations
The Challenge of Authenticity
Amy Thurlow

Social media organizational identity and public relations the challenge of authenticity - image 2

First published 2019

by Routledge

2 Park Square, Milton Park, Abingdon, Oxon OX14 4RN

and by Routledge

52 Vanderbilt Avenue, New York, NY 10017

Routledge is an imprint of the Taylor & Francis Group, an informa business

2019 Amy Thurlow

The right of Amy Thurlow to be identified as author of this work has been asserted by her in accordance with sections 77 and 78 of the Copyright, Designs and Patents Act 1988.

All rights reserved. No part of this book may be reprinted or reproduced or utilised in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers.

Trademark notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe.

British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British Library

Library of Congress Cataloging-in-Publication Data

Names: Thurlow, Amy, author.

Title: Social media, organizational identity and public relations : the challenge of authenticity / Amy Thurlow.

Description: 1 Edition. | New York : Routledge, 2019. | Includes bibliographical references and index. |

Identifiers: LCCN 2018030478 (print) | LCCN 2018032116 (ebook) | ISBN 9781315160443 (ebook) | ISBN 9781138064324 (hardback : alk. paper)

Subjects: LCSH: Public relations. | Social media. | Organizational behavior.

Classification: LCC HD59 (ebook) | LCC HD59 .T487 2019 (print) | DDC 659.20285/4678dc23

LC record available at https://lccn.loc.gov/2018030478

ISBN: 978-1-138-06432-4 (hbk)

ISBN: 978-1-315-16044-3 (ebk)

Typeset in Sabon
by Apex CoVantage, LLC

To my husband Paul Card for always believing in me, to my mother Dana Thurlow for her encouragement and support, and to my children Mirissa and Owen Card for their love and hugs.

Contents

Thank-you to my research mentors and friends Dr. Jean Helms Mills and Dr. Albert Mills for their guidance, teaching and encouragement.

Social media construct a reality where networks, artifacts, actors, meanings and identities converge without the traditional limitations of time and space (Gilpin, Palazzolo, & Brody, 2010; Fuchs, 2005). The volume of information available through this media, its persistence and its frenzied nature create a challenging landscape for communicators concerned with authenticity and organizational identity.

Over the past two decades, the literature on organizational identity has expanded, changed and required researchers to explore how, and by whom, identities are constructed. Within this research, essentially two main perspectives are presented on the nature of identity. Traditionally, the organizational literature has held that identity is a relatively fixed element (Albert & Whetten, 1985). In that vein, Gagliardi (1986) argued that the primary strategy of an organization is to maintain its identity and that organizations change, in actual fact, only to preserve the essence of their identities. However, in their study of sensemaking during strategic change, Gioia and Thomas (1996) challenged this perspective. They questioned the previously held assumption that identity has permanency in organizations and individuals, and suggest that the concept of identity may be more fluid than the organizational literature has suggested (Gioia & Thomas, 1996, p. 371). In fact, this perspective suggests that organizations have multiple identities, in multiple contexts with multiple audiences (Gioia, Schultz, & Corley, 2000). This social constructivist approach has opened the door to many more questions about how individuals within organizations make sense of changing identities.

More recently, the changing nature of digital media communication has demanded that public relations scholars investigate organizational identity in a dynamic and emerging social media context (Dawson, 2015). The further question of how individuals and organizations make sense of these identities is equally important. Lets take as a starting point the contention put forward by Weick, Sutcliff, and Obsfeld (2005, p. 416) that, who we are lies importantly in the hands of others, which means our categories for sensemaking lie in their hands. If their images of us change, our identities may be destabilized and our receptiveness to new meanings increases. From there, Weick et al. (2005) go on to explain the fluidity of individual identities in sensemaking terms saying, Identity [may] turn out to be an issue of plausibility rather than accuracy, just as is the case for many issues that involve organizing and sensemaking (p. 416).

Viewing the social construction of organizational identities through this lens, this book will investigate examples of identities that have been made sense of as plausible, authentic and legitimate, or not, in their ongoing communication through social media platforms. This first chapter will introduce the groundwork for the critical analysis of meanings constructed as authentic. The contention here is that social media interactions produce not only channels of and traces of communication, but artifacts of that communication as well. Through the textual production of discursive communication in the form of tweets, posts, shares and likes, individuals collectively construct a socially mediated identity of the organizations with which they are associated. Ultimately, as Putnam and Cooren (2004, p. 323) suggest, discourse is more than an artifact or a reflection of an organization; rather it forms the foundation for organizing and for developing the notion of organization as an entity. Social media is also a particularly interesting site of inquiry as it is a contested space in which identity may be both constructed and deconstructed. As Albu and Etter (2016, p. 8) point out, instead of creating stable structures for information dissemination, social media technologies are volatile and performative and may cause unintended consequences.

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