Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018
Descripción del Articulo
Due to the rise of Social Media, the management of online reputation crises becomes increasingly important in the agenda setting of the media, in the teaching of the profession of communication management, as well as its practice. The peculiarity of communication flows in the digital ecosystem, the...
| Autores: | , |
|---|---|
| Formato: | artículo |
| Fecha de Publicación: | 2020 |
| Institución: | Universidad de San Martín de Porres |
| Repositorio: | Correspondencias & Análisis |
| Lenguaje: | español |
| OAI Identifier: | oai:ojs2.ojs.correspondenciasyanalisis.com:article/356 |
| Enlace del recurso: | http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356 |
| Nivel de acceso: | acceso abierto |
| Materia: | Crisis Crisis de reputación Gestión de crisis Medios de comunicación Caso de estudio Tratamiento periodístico Social media Crisis online |
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Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 La gestión de crisis online 2008-2018 y su tratamiento en áreas del conocimiento y la comunicación en España |
| title |
Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 |
| spellingShingle |
Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 Smolak Lozano, Emilia Crisis Crisis de reputación Gestión de crisis Medios de comunicación Caso de estudio Tratamiento periodístico Social media Crisis online |
| title_short |
Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 |
| title_full |
Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 |
| title_fullStr |
Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 |
| title_full_unstemmed |
Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 |
| title_sort |
Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018 |
| dc.creator.none.fl_str_mv |
Smolak Lozano, Emilia García Ponce, Damián |
| author |
Smolak Lozano, Emilia |
| author_facet |
Smolak Lozano, Emilia García Ponce, Damián |
| author_role |
author |
| author2 |
García Ponce, Damián |
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author |
| dc.subject.none.fl_str_mv |
Crisis Crisis de reputación Gestión de crisis Medios de comunicación Caso de estudio Tratamiento periodístico Social media Crisis online |
| topic |
Crisis Crisis de reputación Gestión de crisis Medios de comunicación Caso de estudio Tratamiento periodístico Social media Crisis online |
| description |
Due to the rise of Social Media, the management of online reputation crises becomes increasingly important in the agenda setting of the media, in the teaching of the profession of communication management, as well as its practice. The peculiarity of communication flows in the digital ecosystem, the speed, scope and interactivity of social networks means that crises managed in the digital environment are characterized by great impact and difficulty in containing unwanted effects. They require a detailed analysis, good preparation and contingency plans, which in turn must be reflected in the media, professional and academic analyzes framed as failures, good practices or recommendations based on the theory, praxis and analysis of the facts. A study has been devised to cover three areas of information on online crisis cases: “journalistic”, “scientific” and “professional”. 10 years of publications in the press, academia and specialized platforms in Spain on online crisis management have been analyzed, collecting data on the treatment and coverage of these case studies. The results reflect a limited interest in these three information areas in regards to |
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2020 |
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2020-06-18 |
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info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
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article |
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http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356 10.24265/cian.2020.n11.05 |
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http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356 |
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10.24265/cian.2020.n11.05 |
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spa |
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spa |
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http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/448 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/460 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/577 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/483 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/873 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/874 /*ref*/Arpan, L., & Roskos-Ewoldsen, D. (2005). Stealing Thunder: Analysis of the effects of proactive disclosure of crisis information. Public Relations Review, 31, 425-433. /*ref*/Bartos, O., & Wehr, P. (2002). Using Conflict Theory. Cambridge University Press. /*ref*/Barquero, J., & Castillo, A. (2011). Marco teórico y práctico de las Relaciones Públicas. Furtwangen Editores. /*ref*/Castillo, A., & García, D. (2015). Comunicación de crisis. Fragua. /*ref*/Christen, C. (2005). The restructuring and reengineering of AT&T: Analysis of a public relations crisis using organizational theory. Public Relations /*ref*/Coombs, W. (2001). Teaching the crisis management/communication course. Public Relations Review, 27, 89-101. /*ref*/Coombs, W. (2004). Impact of Past Crises on Current Crisis Communication: Insights From Situational Crisis Communication Theory. Journal of Business Communications, 41, 265-289. /*ref*/Coombs, W. (2007a). Crisis management and communications. Institute of Public Relations. http://www.instituteforpr.org/topics/crisis-management-and-communications/ /*ref*/Coombs, W. (2007b). Attribution Theory as a guide for post-crisis communication research. Public Relations Review, 33, 135-139. /*ref*/Coombs, W., & Holladay, S. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communicationtheory. Management Communication Quarterly, 16, 165-186. /*ref*/Coombs, W., & Holladay, S. (2012). The paracrisis: the challenges created by publicly managing crisis prevention. Public Relations Review, 38, 408-435. /*ref*/Huang, Y. (2006). Crisis situations, communications strategies, and media coverage: A multicase study revisiting the communicative response model. Communications Research, 33(3), 180-205. /*ref*/Jaques, T. (2007). Issue management and crisis management: an integrated non-linear, relational construct. Public Relations Review, 33, 147-157. /*ref*/Jin, Y., & Liu, B. (2010). The Blog-Mediated Crisis Communication Model: Recommendations for Responding to Influential External Blogs. Journal of Public Relations Research, 22(4), 429-455. /*ref*/Jin, Y., Pang, A., & Cameron, G. (2012). Toward a publics-driven, emotion-based conceptualization in crisis communication: Unearthing dominant emotions in multi-staged testing of the Integrated Crisis /*ref*/Mapping (ICM) Model. Journal of Public Relations Research, 24(3), 266-298. /*ref*/Liu, B., Austin, L., & Jin, Y. (2011). How publics respond to crisis communications strategies: The interplay of information form and source. Public Relations Review, 37, 345-353. https://www.sciencedirect.com/science/article/abs/pii/S0363811111000956 /*ref*/Martínez-Nicolás, M., & Saperas-Lapiedra, E. (2011). La investigación sobre Comunicación en España (1998-2007). Análisis de los artículos publicados en revistas científicas. Revista Latina de Comunicación Social, 66. http://www.revistalatinacs.org/11/art/926_Vicalvaro/05_Nicolas.html /*ref*/Murphy, P. (1996). Chaos theory as a model for managing issues and crisis. Public Relations Review, 22(2), 95-113. /*ref*/Ramos, I., Del Pino, C., & Castelló, A. (2014). Web 2.0 y redes sociales: estudio de las publicaciones científicas en las revistas españolas de comunicación. Historia y Comunicación Social, 19, 577-590. /*ref*/Seeger, M. (2002). Chaos and crisis: Propositions for a general theory of crisis communication. Public Relations Review, 28(4), 329-337. /*ref*/Seeger, M. (2006). Best Practices in Crisis Communication: An Expert Panel Process. Journal of Applied Communication Research, 34(3), 232-244. /*ref*/Scimago Journal & Country Rank, SJR. (2019). Journal Rankings 2018 - Spain (January-February 2019). https://www.scimagojr.com/journalrank.php?category=3315&area=3300&country=ES&type=j /*ref*/Statista (2019). Número de lectores diarios de los principales periódicos españoles en 2019 (en miles de lectores). https://es.statista.com/estadisticas/476795/periodicos-diarios-mas-leidos-en-espana/ /*ref*/Villagra, N., López, B., & Monfort, A. (2015). The management of intangibles and corporate branding: Has anything changed in the relationship between business and society? Revista Latina de Comunicación Social, 70, 793-812. /*ref*/Weber Shandwick, & KRC Research. (2017). The Company behind the Brand II: In Godness We Trust. http://webershandwick.es/wp-content/uploads/2017/02/CBB-report-FINAL.pdf /*ref*/Westphalen, M., & Piñuel, J. (1993). La dirección de comunicación. Ediciones El Prado. |
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Derechos de autor 2020 Emilia Smolak Lozano, Damián García Ponce http://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
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Derechos de autor 2020 Emilia Smolak Lozano, Damián García Ponce http://creativecommons.org/licenses/by/4.0 |
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Universidad San Martín de Porres. Escuela Profesional de Ciencias de la Comunicación. Instituto de Investigación |
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Online crisis management and its informational treatment in areas of knowledge and communication in Spain in the period of 2008-2018La gestión de crisis online 2008-2018 y su tratamiento en áreas del conocimiento y la comunicación en EspañaSmolak Lozano, EmiliaGarcía Ponce, DamiánCrisisCrisis de reputaciónGestión de crisisMedios de comunicaciónCaso de estudioTratamiento periodísticoSocial mediaCrisis onlineDue to the rise of Social Media, the management of online reputation crises becomes increasingly important in the agenda setting of the media, in the teaching of the profession of communication management, as well as its practice. The peculiarity of communication flows in the digital ecosystem, the speed, scope and interactivity of social networks means that crises managed in the digital environment are characterized by great impact and difficulty in containing unwanted effects. They require a detailed analysis, good preparation and contingency plans, which in turn must be reflected in the media, professional and academic analyzes framed as failures, good practices or recommendations based on the theory, praxis and analysis of the facts. A study has been devised to cover three areas of information on online crisis cases: “journalistic”, “scientific” and “professional”. 10 years of publications in the press, academia and specialized platforms in Spain on online crisis management have been analyzed, collecting data on the treatment and coverage of these case studies. The results reflect a limited interest in these three information areas in regards toDebido al auge de Social Media, la gestión de crisis de reputación online cada vez cobra mayor importancia en la agenda setting de los medios de comunicación, en la enseñanza de la profesión de dirección de la comunicación, así como en la práctica profesional. La peculiaridad de flujos comunicativos en el ecosistema digital, la velocidad,el alcance y la interactividad de las redes sociales hace que las crisis gestionadas en el entorno digital se caractericen por su gran impacto y su dificultad de contener los efectos no deseados. Requieren un análisis detallado, buena preparación y planes de contingencia que, por su lado, deben ser reflejados en los análisis mediáticos, profesionales y académicos enmarcados como los fallos, las buenas prácticas o las recomendaciones, basadas en la teoría, praxis y análisis de los hechos. Se ha ideado un estudio que cubre tres ámbitos de información sobre los casos de crisis online: “periodístico”, “científico” y “profesional”. Se han analizado 10 años de publicaciones en prensa, academia y plataformas especializadas en España sobre la gestión de crisis online, recogiendo los datos sobre el tratamiento y cobertura de estos casos de estudio. Los resultados reflejan un interés limitado en las tres áreas de información por esta temática y poca fundamentación teórico-práctica en los análisis. Por lo general, las conclusiones abordan la necesidad de fomentar los estudios de caso de crisis en Social Media, con un mayor enfoque hacia los contenidos teóricos, praxis profesional y la cobertura más especializada.Universidad San Martín de Porres. Escuela Profesional de Ciencias de la Comunicación. Instituto de Investigación2020-06-18info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlapplication/xmlapplication/zipaudio/mpegaudio/mpeghttp://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/35610.24265/cian.2020.n11.05Correspondences & Analysis; No 11 (2020): Correspondences & analysis N°11 2020 (january - june); 127-148Correspondencias & análisis; Núm. 11 (2020): Correspondencias & análisis N°11 2020 (enero - junio); 127-1482304-22652224-235Xreponame:Correspondencias & Análisisinstname:Universidad de San Martín de Porresinstacron:USMPspahttp://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/448http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/460http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/577http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/483http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/873http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/356/874/*ref*/Arpan, L., & Roskos-Ewoldsen, D. (2005). Stealing Thunder: Analysis of the effects of proactive disclosure of crisis information. Public Relations Review, 31, 425-433./*ref*/Bartos, O., & Wehr, P. (2002). Using Conflict Theory. Cambridge University Press./*ref*/Barquero, J., & Castillo, A. (2011). Marco teórico y práctico de las Relaciones Públicas. Furtwangen Editores./*ref*/Castillo, A., & García, D. (2015). Comunicación de crisis. Fragua./*ref*/Christen, C. (2005). The restructuring and reengineering of AT&T: Analysis of a public relations crisis using organizational theory. Public Relations/*ref*/Coombs, W. (2001). Teaching the crisis management/communication course. Public Relations Review, 27, 89-101./*ref*/Coombs, W. (2004). Impact of Past Crises on Current Crisis Communication: Insights From Situational Crisis Communication Theory. Journal of Business Communications, 41, 265-289./*ref*/Coombs, W. (2007a). Crisis management and communications. Institute of Public Relations. http://www.instituteforpr.org/topics/crisis-management-and-communications//*ref*/Coombs, W. (2007b). Attribution Theory as a guide for post-crisis communication research. Public Relations Review, 33, 135-139./*ref*/Coombs, W., & Holladay, S. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communicationtheory. Management Communication Quarterly, 16, 165-186./*ref*/Coombs, W., & Holladay, S. (2012). The paracrisis: the challenges created by publicly managing crisis prevention. Public Relations Review, 38, 408-435./*ref*/Huang, Y. (2006). Crisis situations, communications strategies, and media coverage: A multicase study revisiting the communicative response model. Communications Research, 33(3), 180-205./*ref*/Jaques, T. (2007). Issue management and crisis management: an integrated non-linear, relational construct. Public Relations Review, 33, 147-157./*ref*/Jin, Y., & Liu, B. (2010). The Blog-Mediated Crisis Communication Model: Recommendations for Responding to Influential External Blogs. Journal of Public Relations Research, 22(4), 429-455./*ref*/Jin, Y., Pang, A., & Cameron, G. (2012). Toward a publics-driven, emotion-based conceptualization in crisis communication: Unearthing dominant emotions in multi-staged testing of the Integrated Crisis/*ref*/Mapping (ICM) Model. Journal of Public Relations Research, 24(3), 266-298./*ref*/Liu, B., Austin, L., & Jin, Y. (2011). How publics respond to crisis communications strategies: The interplay of information form and source. Public Relations Review, 37, 345-353. https://www.sciencedirect.com/science/article/abs/pii/S0363811111000956/*ref*/Martínez-Nicolás, M., & Saperas-Lapiedra, E. (2011). La investigación sobre Comunicación en España (1998-2007). Análisis de los artículos publicados en revistas científicas. Revista Latina de Comunicación Social, 66. http://www.revistalatinacs.org/11/art/926_Vicalvaro/05_Nicolas.html/*ref*/Murphy, P. (1996). Chaos theory as a model for managing issues and crisis. Public Relations Review, 22(2), 95-113./*ref*/Ramos, I., Del Pino, C., & Castelló, A. (2014). Web 2.0 y redes sociales: estudio de las publicaciones científicas en las revistas españolas de comunicación. Historia y Comunicación Social, 19, 577-590./*ref*/Seeger, M. (2002). Chaos and crisis: Propositions for a general theory of crisis communication. Public Relations Review, 28(4), 329-337./*ref*/Seeger, M. (2006). Best Practices in Crisis Communication: An Expert Panel Process. Journal of Applied Communication Research, 34(3), 232-244./*ref*/Scimago Journal & Country Rank, SJR. (2019). Journal Rankings 2018 - Spain (January-February 2019). https://www.scimagojr.com/journalrank.php?category=3315&area=3300&country=ES&type=j/*ref*/Statista (2019). Número de lectores diarios de los principales periódicos españoles en 2019 (en miles de lectores). https://es.statista.com/estadisticas/476795/periodicos-diarios-mas-leidos-en-espana//*ref*/Villagra, N., López, B., & Monfort, A. (2015). The management of intangibles and corporate branding: Has anything changed in the relationship between business and society? Revista Latina de Comunicación Social, 70, 793-812./*ref*/Weber Shandwick, & KRC Research. (2017). The Company behind the Brand II: In Godness We Trust. http://webershandwick.es/wp-content/uploads/2017/02/CBB-report-FINAL.pdf/*ref*/Westphalen, M., & Piñuel, J. (1993). La dirección de comunicación. Ediciones El Prado.Derechos de autor 2020 Emilia Smolak Lozano, Damián García Poncehttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessoai:ojs2.ojs.correspondenciasyanalisis.com:article/3562023-05-05T21:41:55Z |
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13.927358 |
Nota importante:
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
