Naslov
The use of social media in Crisis Communication on the case of DKNY

Autori
Milas, Dorotea ; Baričević, Marija ; Jurić, Tomislav

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
XIII. Znanstveno-stručna konferencija "Dani kriznog upravljanja 2020" / Toth, Ivan - Velika Gorica : Veleučilište Velika Gorica, 2020, 237-243

Skup
13. Znanstveno-stručna konferencija "Dani kriznog upravljanja 2020"

Mjesto i datum
Split, Hrvatska, 21.04.2020. - 23.04.2020

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
crisis communication ; social media ; communication ; public

Sažetak
Social media and crisis communication provide a unique and timely contribution to the field of crisis communication, addressing the impact of social media on crisis communication practices. The rapid development and wide range of social media are major challenges for organizations in crisis. On the one hand, social media is a major crisis communication platform between modern organizations and stakeholders and is an important source of information during organizational crises. On the other hand, social media can quickly spread negative information and comment about a crisis. Therefore, organizations must use social media to solve crises and communicate with their public during and after a crisis. Crisis communication is one of the areas where it strongly influences the development of social media. An organization crisis has traditionally been understood as "the perception of unpredictable events that, before more important expectations, have connected stakeholders with health, safety, environment and economic issues and can seriously affect the organization's performance and produce negative outcomes." In the specific context of social media crises are the events that emerge or appear social media, which mainly damage the reputation of organizations. Crisis management on social media has been specifically chosen because the crisis has emerged through the Internet with a very unpredictable nature and can be quickly upgraded. They differ in the different communication characteristics of social media ; the center of production and distribution of information is the public, not the organization or the print media. This paper will analyze the crisis communication case of DKNY (Donna Karan New York) fashion group, which went into a major crisis after using a hundredth photo in a shop window in Bangkok without the approval of photography author Brandon Stanton, founder of popular site at Facebook Humans of New York, site with more than 18 million followers.

Izvorni jezik
Engleski

Znanstvena područja
Informacijske i komunikacijske znanosti

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