Handling Crises in Social Media

Abstract. Social Media Specialist competency has its own urgency in maintaining the sustainability of social media management. Successful social media management not only depends on a consistent online presence, but also depends on the special skills possessed by a Social Media Specialist. This research focuses on the competence of the Social Media Specialist at Radio Oz Bandung, who manages and implements digital communications via social media. This research aims to find out about the communication competence of Social Media Specialist Radio Oz Bandung by using it in social media management using Brian Spitzberg and Willian Cupach's Communication Competency theory. The research method used is quantitative with a descriptive study approach. The results of this research show that to maintain consistency, Social Media Specialist Radio Oz Bandung must have the motivation to always look for the latest trends that are of interest to the public on various social media platforms. Supported by the content and procedural knowledge they have in optimizing social media, the knowledge that Radio Oz Bandung's social media specialists have in managing content is very important to ensure that the content is interesting to the audience. In addition, Social Media Specialist Radio Oz Bandung is developing its content strategy which focuses on lifestyle, music and radio. With that, Radio Oz Bandung's Social Media Specialists in building effective digital communication, they rely on technical skills and communication skills such as copywriting, editing and design to manage content that attracts the audience's attention. Abstrak. Kompetensi Social Media Specialist memiliki urgensi tersendiri dalam menjaga keberlanjutan pengelolaan media sosial. Keberhasilan pengelolaan media sosial tidak hanya tergantung pada kehadiran online yang konsisten, tetapi juga bergantung pada keahlian khusus yang dimiliki oleh seorang Social Media Specialist. Penelitian ini difokuskan pada kompetensi Social Media Specialist di Radio Oz Bandung, yang mengelola dan melaksanakan komunikasi digital melalui media sosial. Penelitian ini bertujuan untuk mengetahui kompetensi komunikasi yang dimiliki Social Media Specialist Radio Oz Bandung dengan menggunakan dalam pengelolaan media sosial dengan menggunakan teori Kompetensi Komunikasi milik Brian Spitzberg dan Willian Cupach. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan studi deskriptif. Hasil penelitian ini menunjukkan bahwa untuk menjaga konsistensi, Social Media Specialist Radio Oz Bandung harus memiliki motivasi selalu mencari tren terkini yang diminati masyarakat di berbagai platform media sosial. Didukung oleh pengetahuan konten dan prosedural yang mereka miliki dalam mengoptimalkan media sosial, pengetahuan yang dimiliki social media specialist Radio Oz Bandung dalam mengatur konten sangat penting untuk memastikan bahwa konten tersebut menarik bagi audiens. Selain itu, Social Media Specialist Radio Oz Bandung mengembangkan strategi kontennya yang berfokus pada gaya hidup, musik, dan radio. Dengan itu Social Media Specialist Radio Oz Bandung dalam membangun komunikasi digital yang efektif, mereka mengandalkan keterampilan teknis serta keterampilan komunikasinya seperti copywriting, editing, dan desain untuk mengelola konten yang menarik perhatian audiens.

PurposeThe rise of social media and its resultant impact on brand management has become a critical factor in guarding the reputation of the firm. Consumer‐generated content has the potential to spread rapidly over social networks and the implications are that advertising as traditionally used by brand managers, now offers little control over the communication message. Brand managers need a better tool to gauge the changing mood in social media conversations. The purpose of this paper is to suggest a powerful method, Chernoff Faces, to compare six Sauternes wine brands based on social conversation measurement.Design/methodology/approachThis study describes a source of data relating to wine brand visibility in social media, and then presents a simple yet powerful graphical tool for portraying this information. This tool facilitates the communication, understanding, and assimilation of the relevant information.FindingsThe findings of this paper are presented in six social media wine faces. Facial features are allocated to eyes, facial line, hair density and others to reflect “Social Mention” data measuring brand strength, positive and negative sentiment and related elements such passion for the brand. A brief subjective interpretation of the differences between the wine brands offers a match between Chernoff faces representation and historical data on the brands being compared.Research limitations/implicationsThe paper has some limitations related to the dynamic nature of social media. This study provides more of a snapshot in time rather than an ultimate set of results. Future research could be done by closely monitoring the results for a set of brands over a period. A new option to overcome this by using longitudinal data is offered as a option in future research.Originality/valueSince social media are multi‐dimensional and attempts to understand conversations it requires tracking different measures simultaneously. It is important to find the best way to portray and communicate this data so that wine marketing decision makers can quickly and easily compare changes in brand images. Using faces to accomplish this is an easy and novel way compared to more demanding multidimensional scaling techniques.

BackgroundA scoping review to characterize the literature on the use of conversations in social media as a potential source of data for detecting adverse events (AEs) related to health products.MethodsOur specific research questions were (1) What social media listening platforms exist to detect adverse events related to health products, and what are their capabilities and characteristics? (2) What is the validity and reliability of data from social media for detecting these adverse events? MEDLINE, EMBASE, Cochrane Library, and relevant websites were searched from inception to May 2016. Any type of document (e.g., manuscripts, reports) that described the use of social media data for detecting health product AEs was included. Two reviewers independently screened citations and full-texts, and one reviewer and one verifier performed data abstraction. Descriptive synthesis was conducted.ResultsAfter screening 3631 citations and 321 full-texts, 70 unique documents with 7 companion reports available from 2001 to 2016 were included. Forty-six documents (66%) described an automated or semi-automated information extraction system to detect health product AEs from social media conversations (in the developmental phase). Seven pre-existing information extraction systems to mine social media data were identified in eight documents. Nineteen documents compared AEs reported in social media data with validated data and found consistent AE discovery in all except two documents. None of the documents reported the validity and reliability of the overall system, but some reported on the performance of individual steps in processing the data. The validity and reliability results were found for the following steps in the data processing pipeline: data de-identification (n = 1), concept identification (n = 3), concept normalization (n = 2), and relation extraction (n = 8). The methods varied widely, and some approaches yielded better results than others.ConclusionsOur results suggest that the use of social media conversations for pharmacovigilance is in its infancy. Although social media data has the potential to supplement data from regulatory agency databases; is able to capture less frequently reported AEs; and can identify AEs earlier than official alerts or regulatory changes, the utility and validity of the data source remains under-studied.Trial registrationOpen Science Framework (https://osf.io/kv9hu/).

e23008 Background: Social media has revolutionized scientific communication to extend engagement beyond peer-reviewed publications and traditional media channels. Hashtags (#) promote awareness of key topics and enable tracking of social media engagement (Katz et al. JAMA Oncol. 2016;2(3):392-4). We evaluated the utilization of Diversity, Equity, and Inclusion (#DEI) hashtags around large oncology meetings to describe the trends of DEI-focused social media conversations. Methods: Using Symplur Signals healthcare analytics on Twitter data, 5 dashboards with # datasets (#ASCO 18-22, #AACR 18-22, #ASH 18-22, #ASHDEI) were analyzed over 2018–2022. Data were then refined by content word filters (most used DEI hashtags: #cancerdisparities, #healthdisparities, #healthequity). Utilizing proprietary natural language processing combined with artificial intelligence, the Netbase Quid platform used a Boolean algorithm to collect ASCO DEI social media data (Twitter and others) to identify discussion themes between January 2021 – January 2023. Results: Use of the ASCO hashtag resulted in high and relatively stable social media activity from 2018-2022 (Table). In contrast, a major decline in both the DEI and DEI+ASCO hashtags occurred in 2022 after the peak in 2021 (Table). The peak use of DEI hashtags coincided with sentinel events in the US, including the deaths of George Floyd and Breonna Taylor and subsequent public protests. However, DEI conversations made up only 2% of ASCO’s social media conversations and accounted for far less for American Society of Hematology (ASH) and American Association for Cancer Research (AACR) (Table). Although smaller in number, AACR hashtags (#AACR, +DEI hashtags) were stable in 2021-22 compared with ASCO and ASH, coinciding with a dedicated conference focus on DEI topics during the AACR meeting. Conclusions: In general, oncology-associated Twitter activity appeared to be less frequent, possibly due to inconsistent use of DEI hashtags. To generate consistent and searchable DEI social media activity—and to communicate the outcomes of DEI initiatives—the oncology community should develop a lexicon of DEI hashtags. [Table: see text]

The power of social media in society influences new forms and ways of being. The use of social media brings changes and shifts in the life of the new world. The main objective of this activity is to provide assistance in increasing the capacity of the Bunga Village Government of North Luwuk Sub-district through social media management in order to form new work patterns in the management of system-based and visual public service information. This service is expected to contribute theoretically and practically in efforts to assist in increasing the capacity of village governments through social media management. The method used is a descriptive qualitative approach with a participatory method. Village governments are directly involved, especially in social media management, and are encouraged to implement the results of the assistance on an ongoing basis. The results of the service activities show that the assistance carried out in the Bunga village government, North Luwuk sub-district, can have a positive impact on the understanding of the village government in increasing the capacity of the village government through social media management, which in turn contributes to improving the quality of social media management.

Solace in Social Media: Women Unite Under COVID-19

This article attempts to understand how ideas of justice are conceptualized within social media discourses around gender and sexual violence in India through an intersectional analysis of two case studies: the case of the rape and murder of a Hyderabad veterinarian and the List of Sexual Harassers in Academia, or LoSHA, which generated many conversations on sexual violence and justice on Twitter, Instagram, and Facebook. While a cursory reading of these two social media responses might see both as a rejection of due process and as seeking justice outside the structures of the judicial system, we argue that a closer reading of both is necessary to understand the different contours that these calls for justice have taken. In addition, we study how these two different social media conversations on sexual violence have centered the victim/survivor of sexual violence differently to understand how they engage with carcerality and anti-carceral politics. We conclude by attempting a definition of transformative justice based on anti-caste feminist interventions on social media, specifically drawing on the work of Dalit feminists, including those who created LoSHA.

PA/LTC Goes Around the World in Online Communities

Social media, also called Web 2.0, is a generic term used to talk about applications that allow users to create, manipulate, and disseminate content as much as possible in real time. These applications allow for several possibilities that range from involvement to participation, communication, and collaboration of users. They allow everyone with minimal access to the Internet to publish, share, review, comment, and post items, such as mentions, comments, information, videos, and photos. In a crisis, social media becomes a double-edged sword. It can play an essential role during the prodromal, acute, chronic, and resolution phases of natural disasters and human-made crises. Social media can also be at the origin of the crisis or the reason for its amplification. Social media facilitates an increase of interactions between main actors at the center of a crisis. This chapter combines social media content analysis (opinion detection and sentiment analysis) with network analysis (ego network analysis) and nodes centrality assessment to critically evaluate how social media affects the crisis management process.

To understand how social media are reshaping the public relations profession, it is vital to examine the perceptions of public relations leaders who are typically involved in decisions integrating social media into communication programs. This study explored how social media use has affected leadership behaviors of 43 public relations leaders in the United States. Four key dimensions emerged from interview results on how public relations leaders can strategically use social media to establish leadership roles: exhibiting expert power, gaining decision power by demonstrating tangible outcomes, displaying leadership vision in social media use, and establishing leadership among peers. This study made theoretical contributions to the area of public relations leadership by developing three mechanisms for public relations managers to build their leadership through developing leadership capabilities in strategic social media management, gaining expert power to exert upward influence, and paralleling relationship building with peer leaders from other organizational functions. Suggested future research directions included how public relations leaders’ engagement in social media management has affected the whole leadership structure within the organization and to what extent public relations leaders could influence the ethical use of social media or the issue of social media governance.

The increasing significance of social media in organizations has led to collaborative efforts between IT professionals and marketers. Social media managers play a vital role in enhancing business exposure through effective strategies, requiring a diverse skill set encompassing soft skills like teamwork, emotional intelligence, communication proficiency, and leadership. Soft skills, defined as non-technical interpersonal and behavioral skills, are crucial for decision-making and project success in social media management, surpassing the importance of hard skills in project failure. Theoretical perspectives on soft skills vary, emphasizing traits such as leadership and communication. However, literature on social media management often overlooks these soft skills, necessitating a deeper understanding and prioritization. Assessing soft skills in social media managers presents challenges due to diverse skill lists and subjective evaluation. The adoption of unconventional methodologies is suggested to ensure comprehensive evaluations that consider cognitive and emotional dimensions. Success in the contemporary work environment hinges on soft skills, shaping an individual's ability to collaborate, communicate effectively, think critically, lead others, and manage conflicts. Detailed sub-chapters delve into specific soft skills essential for social media managers, including teamwork, communication, analytical thinking, leadership, active listening, business comprehension, collaboration, adaptability, conflict resolution, credibility, customer relations, data mining, decision-making, diversity comprehension, ability to edit, and engaging people. In conclusion, recognizing and prioritizing soft skills is crucial for comprehensive training programs, equipping social media managers to navigate the multifaceted challenges of managing an online presence in the digital age.

In this journal, the researcher will explain how social media management is used as a public relations publication medium at the Assalafi Al Fithrah Islamic Boarding School in Surabaya, and will also explain what are the supporting and inhibiting factors in social media management as a public relations publication medium at the Assalafi Al Fithrah Islamic Boarding School in Surabaya. This study uses qualitative descriptive research. This type of qualitative research with a descriptive approach explains or describes what actually happened during the research. This study collected data using three methods, namely observation, interviews, and documentation. The results of this study found that 1) The media team of the Assalafi Al Fithrah Islamic Boarding School in Surabaya uses social media Instagram, Facebook, Twitter, and websites as public relations publication media. 2) Social media management as a public relations publication medium at the Assalafi Al Fithrah Islamic Boarding School in Surabaya is not running optimally, because the presentation of content is more focused on da'wah, while the publication of public relations activities and information is minimal. This is due to the lack of involvement of the Public Relations Acting Officer in social media management. 3) Supporting factors for social media management as a public relations publication medium are human resources who always improve their competence so they can always keep up with the times. Meanwhile, the inhibiting factors are human resources working independently, insufficient time for content creation, minimal institutional activity content, no role of public relations in content creation, no posting schedule, limited budget, and inadequate human resources so that the implementation is less than optimal.

Although social media has become the most widely utilized and active form of communication, research on its usage in crisis management is still in its early stages. As a result, this research examines the rising body of knowledge on social media and crisis management. [1] Between October 2017 and January 2018, a review was conducted, which included locating and retrieving records from an electronic database. The outcomes of this study indicated that the rise of social media has altered the landscape of crisis communication by allowing for greater engagement. However, due to its nature, social media might also be used to spark a crisis. This means that the crisis can be both produced and disseminated through social media. Nonetheless, social media's promise as a crisis-resolution tool is undeniable. It has the capability of proving a claim, dispelling false rumors, or just demonstrating a fact. As a result, practitioners should understand how social media works and how to best use it to interact with their stakeholders. This study also includes other findings, limits, and useful suggestions for scholars and practitioners interested in learning more about the role of social media on crisis communication and management. As most of the crisis problem were reported via twitter. However, most of the problem reported and corresponding responses via twitter were not successfully exchanged between victim’s and resource organization. As a result, most of the tweets were not getting help. Thus, we designed a platform where people can avail the resources of crisis through tweets matching concept using machine learning.

With the fast development of the Internet, communication tools are no longer limited to traditional media. Enterprises have become aware of the rapid emergence of social media in recent years. Social media marketing has become an important field that demands attention, especially its changing marketing strategies. It is necessary to designate a professional to manage the social media platforms of an enterprise to attract consumers. Hence this study develops a two-part model to assist employers in choosing the ideal social media manager. The first part derives criteria for choosing a social media manager by conducting a thorough literature review and employing the modified Delphi method. The second part applies the analytic hierarchy process to calculate and identify the best suited social media manager by ranking candidates according to the relative weights of the evaluation criteria. In addition, a renowned Taiwanese restaurant chain is used as an example, to demonstrate how a social media manager is selected by applying this model. The results show that enterprises emphasize social media capabilities, professional skills, innovation, personal characteristics, and social skills.

With the fast development of the Internet, communication tools are no longer limited to traditional media. Enterprises have become aware of the rapid emergence of social media in recent years. Social media marketing has become an important field that demands attention, especially its changing marketing strategies. It is necessary to designate a professional to manage the social media platforms of an enterprise to attract consumers. Hence this study develops a two-part model to assist employers in choosing the ideal social media manager. The first part derives criteria for choosing a social media manager by conducting a thorough literature review and employing the modified Delphi method. The second part applies the analytic hierarchy process to calculate and identify the best suited social media manager by ranking candidates according to the relative weights of the evaluation criteria. In addition, a renowned Taiwanese restaurant chain is used as an example, to demonstrate how a social media manager is selected by applying this model. The results show that enterprises emphasize social media capabilities, professional skills, innovation, personal characteristics, and social skills.