Lucinda Austin - Social Media and Crisis Communication

First published 2018

by Routledge

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The right of Lucinda Austin and Yan Jin to be identified as the authors of this part of the Work has been asserted by them in accordance with sections 77 and 78 of the Copyright, Designs and Patents Act 1988.

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ISBN: 978-1-138-81199-7 (hbk)

ISBN: 978-1-138-81200-0 (pbk)

ISBN: 978-1-315-74906-8 (ebk)

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Lucinda Austin (Ph.D., University of Maryland College Park) is an assistant professor at the University of North Carolina at Chapel Hill. Her research focuses on social media, health and crisis communication, and publics perspectives in CSR and relationship building. She has published in journals including Communication Research , Applied Communication Research , Health Communication , Public Relations Research , and PR Review . Austin has been awarded AEJMCs Promising Professors and SuPRstar Awards, the Arthur Page Centers Legacy Educator and Scholar Awards, and NCAs PRIDE Award.

Yan Jin (Ph.D., University of MissouriColumbia) is an associate professor of public relations and associate director of the Center for Health and Risk Communication at the University of Georgia. Her research focuses on crisis communication, social media, and the role of emotions in strategic conflict management. She has authored more than 50 peer-reviewed journal articles and 20 book chapters. She has presented over 100 research papers and received 14 top paper awards at national and international research conferences. Jin has been awarded AEJMCs Krieghbaum Under-40 Award. She is a member of the Arthur W. Page Society.

Norshima Bte Abdul Aziz (MMC, Nanyang Technological University) is the deputy director of Corporate Communications at Yayasan MENDAKI, a nonprofit organization with the mission to empower low-income families through education. Prior to public relations, Norshima had 15 years of experience in the broadcasting world and was the program director of Radio Singapore International.

William L. Benoit (Ph.D., Wayne State University) is a professor of communication studies at Ohio University. He developed image repair theory ( Accounts, Excuses, Apologies: Image Repair Theory and Research , 2nd ed., 2015). He has applied this theory to instances of image repair in political discourse, corporate discourse, discourse in sports and entertainment, and international discourse.

Kati Tusinski Berg (Ph.D., University of Oregon) is associate professor of strategic communication in the Diederich College of Communication at Marquette University. Her research focuses on public relations ethics, lobbying, social media, and corporate social responsibility. Her research has been published in the Journal of Mass Media Ethics , the Public Relations Journal , Case Studies in Strategic Communication , PRism , and various edited books. Her professional experience includes work in nonprofit and agency public relations.

Bruce K. Berger (Ph.D., University of Kentucky) is professor emeritus of advertising and public relations at the University of Alabama. He serves as research director for the Plank Center for Leadership in Public Relations Research at the University of Alabama. Previously, Berger was a public relations professional and executive for The Upjohn Company and Whirlpool Corporation for 20 years. His research focuses on communication management and leadership, employee communications, and power relations inside organizations. He has authored or edited four books and more than 80 book chapters and scholarly and professional articles.

Shannon A. Bowen (Ph.D., University of Maryland) is a professor at the University of South Carolina. Her research focuses on ethical decision making within organizations. Dr. Bowen has more than 100 publications on ethics in public relations and has won numerous awards for her research. Dr. Bowen is author of the recent books An Overview of the Public Relations Function and Excellence in Internal Communication Management , published by Business Expert Press.

Ross Buck (Ph.D., University of Pittsburgh) is a professor of communication and psychological sciences at the University of Connecticut. His research explores nonverbal communication and emotional expression with a focus on aspects such as the evolution of human behavior, communication, and social structure. Dr. Buck has published over 100 journal articles, chapters, and books, including Human Motivation and Emotion , The Communication of Emotion , and Emotion: A Biosocial Synthesis . He is currently working on the neuroscience of emotional and cognitive empathy using fMRI.

Glen Cameron (Ph.D., University of Texas at Austin) is a professor and the Maxine Wilson Gregory Chair in Journalism Research at the Missouri School of Journalism. Cameron has a joint appointment in family and community medicine to study patient-centered outcomes research. He has received many academic awards and honors. Camerons research includes studies of public relations and news production, information processing of news and commercials, and tailored health news.

Zifei Fay Chen (Ph.D. candidate, University of Miami) is an assistant professor in the Department of Communication Studies at University of San Francisco. With a focus on public relations, her research interests involve corporate communication, corporate social responsibility, crisis communication, new media, consumer psychology, and relationship management. Professionally, Chen has worked as an analyst at Ketchum Global Research and Analytics in New York City and has worked in marketing analysis and communications at Fiserv in Atlanta, Georgia.

Yang Cheng (Ph.D. candidate, University of Missouri) is an assistant professor at North Carolina State University. Her research interests include public relations and social media and crisis communication. Some of her publications have appeared in New Media & Society , the International Journal of Communication , Public Relations Review , and the Asian Journal of Communication , among others. She has also received many awards, such as the Grunig PRIME Research Fellowship, Best Student Paper from the International Communication Association, the Peter Debreceny Corporate Award, and the Kaiser Graduate Students of Color Award.

Samuel Chua (MMC, Nanyang Technological University) is a communications practitioner in Singapore with over a decade experience in both private and public sectors. His interests are in corporate communications, social media strategy, and user experience design.

An-Sofie Claeys (Ph.D., Ghent University) is an assistant professor at the Institute for Media Studies at KU Leuven in Belgium. She received the 2015 Young Scholar Award from the Netherlands-Flanders Communication Association (NeFCA). Her research on crisis communication has appeared in journals such as the Journal of Communication , Public Relations Review , the Journal of Business Research , and the Journal of Applied Communication Research.