A Comparative Study on Global Brands’ Micro Blogs between China and USA: Focusing on Communication Styles and Branding Strategies

This quantitative content analysis compares global brands’ use of communication styles and brand anthropomorphism between two leading culturally different micro blogging sites, Twitter in the United States and Sina Weibo in China. Results show that, despite some differences, communication styles on both sites are more task-oriented than socioemotional-oriented. However, global brands adopt more “give suggestions” style (task-oriented) on Twitter but apply more “tension reduction” communication style (socioemotional-oriented) on Weibo. As for brand anthropomorphism strategies, global brands use more “first and second personal pronouns” on Twitter but more “nonverbal cues and consumer nicknames” on Weibo. By applying Interaction Process Analysis (i.e., task- and socioemotional-oriented communication styles) and brand anthropomorphism frameworks to culturally different social media settings, this study extends our current understandings of how global brands use social media to communicate with their publics.     

The Scared,the Outraged,and the Anxious: How Crisis Emotions,Involvement, and Demographics Predict Publics’ Conative Coping

Through a nationally representative survey of 1,840 U.S. adults, this study examined fright, anger, and anxiety as emotional predictors of how publics respond to organizational crisis communication and communicate with each other during a hypothetical terrorist attack. The study also examined the influences of age, gender, and publics’ involvement with prior media coverage of the 2013 Boston Marathon bombings through hierarchical regression analyses. Crisis emotions, involvement, and demographics are significant predictors of different communication behavioral outcomes. Insights and implications for practice and theory development are discussed.     

Examining the Impact of Public Engagement and Presidential Leadership Communication on Social Media in China: Implications for Government-Public Relationship Cultivation

This study examined how public positive and negative social media (i.e., WeChat) discussion about President Xi Jinping in China, along with Xi’s leadership communication styles of assertiveness, responsiveness, and authenticity on social media influence publics’ evaluation of his leadership effectiveness, which in turn, influences public trust and satisfaction with the government. Through a quantitative online survey of 396 WeChat users in China, randomly selected via an international sampling firm and a structural equation modeling analysis, the results show that publics’ political discussion about Xi on social media in China significantly influences the perceived leadership effectiveness of the president. Specifically, the more the publics engage in positive discussion about the president on social media, the more they perceive him to be a better political leader, and vice-versa. The president’s leadership communication attributes of responsiveness and authenticity strongly and positively influenced perceived leadership effectiveness and the quality of government-public relationships. Publics’ evaluation of the president’s leadership effectiveness directly contributed to public trust and satisfaction toward the government. The theoretical and practical implications of the study are discussed.     

Strategic Social Media Use in Public Relations: Professionals’ Perceived Social Media Impact,Leadership Behaviors,and Work-Life Conflict

Using the E-leadership theory as the conceptual framework, the study examined strategic communicators’ perceptions of the impact of social media use on their work, leadership behaviors, and work-life conflict. Through a national sample of communication professionals (N = 458), this study revealed the following key findings. The use of YouTube in professionals’ work, social media use in media relations, employee communications, and cause-related marketing/social marketing were significantly, positively associated with participants’ perceptions of the enhancing impact of social media use. Social media use in crisis management and employee communications significantly, positively predicted professionals’ perceptions of social media’s aggravating impact (e.g., extended work hours, increased workload) on their work. The use of Facebook and YouTube in strategic communication, the use of social media in environmental scanning, as well as the positive and negative impact of social media use all significantly and positively predicted communication professionals’ leadership behaviors. When the unintended negative effects of social media use happened, professionals perceived a low control over their work and thereby experienced a high level of time-based and strain-based work-life conflict. Finally, public affairs/governmental relations professionals who were frequent users of social media for their work reported a high level of strain-based work-life conflict.     

Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice

This study analyzes explicit pieces of advice for effective social media crisis communication given by researchers in various subdisciplines of strategic communication. The themes are identified by a systematic content analysis of peer-reviewed journal articles and conference papers (n = 104) published between 2004 and 2017. Five overall thematic “lessons” are identified and critically discussed. These are that effective social media crisis communication is about: (1) exploiting social media’s potential to create dialogue and to choose the right message, source and timing; (2) performing precrisis work and developing an understanding of the social media logic; (3) using social media monitoring; (4) continuing to prioritize traditional media in crisis situations; and finally, (5) just using social media in strategic crisis communication. These guidelines mainly emerged from quantitative research conducted in the context of the United Stated and on Twitter. There is need for more research focusing on other platforms and other empirical material. There is also a future need for an in-depth methodological discussion of how to further bridge the gap between research and practice on a global scale, and how to develop more evidence-based recommendations for strategic crisis communication practitioners.     

The Role of Social Capital for Organizational Identification: Implications for Strategic Communication

Scholars in the fields of organization and strategic communication have long been interested in organizational identification as a phenomenon favoring employees’ alignment with corporate values and consequently achievement of the organizational mission. To date, most studies on the subject have relied on social identity theory, which focuses on cognitive categorization processes but overlooks the role of employees’ relationships within their organization. In this research, we introduce a social capital perspective into organizational identification models. We propose and test a model looking at the influence of an individual’s social capital, a variable deriving from different dimensions of an individual’s communication network (i.e., prestige, resourceful others, friendship), on organizational identification, mediated by the attractiveness of perceived organizational identity. The results from a survey conducted in a business organization suggest that a person’s social capital influences organizational identification, both directly and through the attractiveness of perceived organizational identity. Our organizational identification model contributes to extend knowledge on the complementarity of the cognitive and relational perspectives of strategic communication and on the role of relationship building and networks in strategic communication management.     

Unpacking Public Sentiment Toward the Government: How Citizens’ Perceptions of Government Communication Strategies Impact Public Engagement,Cynicism, and Communication Behaviors in South Korea

In this study, we explore the relationship between two types of public sentiment toward the government (i.e., public engagement and cynicism) on publics’ information transmission behaviors, i.e., megaphoning, about the government. In doing so, we unpack how citizens’ perceptions of the communication strategy adopted by the government, as well perceived authenticity of the government’s communication impact their sentiments toward the government. An online survey was conducted in South Korea (N = 1112) to understand these relationships. The results revealed that perceived use of bridging strategy by the government is associated with public engagement, and perceived use of the buffering strategy is related to public cynicism. We also found perceived authenticity to be significantly associated with public engagement and negatively associated with cynicism. Finally, the two types of public sentiment were found to partially mediate between perceived government communication strategies and citizens’ positive and negative megaphoning. Theoretical and empirical implications are discussed.     

Social Media Activities of Political Communication Practitioners: The Impact of Strategic Orientation and In-Group Orientation

The question of why political communication practitioners use social media for strategic political communication activities has rarely been investigated. By using well-established theoretical approaches of communication research, such as the influence of presumed influence approach, this study sought to determine the extent to which the subjective perceptions of German political communication practitioners explain their professional social media activities. The results of a survey (N = 1,067) indicate that the more political communication practitioners perceived that other political communication practitioners used and were influenced by Facebook and Twitter, the more often they used social media themselves. In contrast, the presumed reach of Facebook and Twitter among politicians, journalists, and citizens, as well as the presumed influence of both media on these groups, were not related to the practitioners’ social media activities. These findings suggest that the practitioners’ social media activities are driven more by an in-group orientation toward their colleagues and less by a strategic orientation toward external stakeholders.     

Strategic Ambiguity and Crisis Apologia: The Impact of Audiences' Interpretations of Mixed Messages

Based on the perspectives of strategic ambiguity and organizational reputation, the current study examines the effects of mixed crisis response strategies, which adopt seemingly contradictory messages (i.e., apology and denial), through experiments. Consistent with the scope of strategic communication research, this study incorporates theoretical aspects of distinct areas of organizational communication to examine audience response to strategic messages, and makes recommendations for organizational communication strategies during crisis situations. The findings demonstrate that, instead of taking messages straightforwardly, people interpret the same messages divergently in their own ways, and these interpretations accordingly affect their attitudes and behavioral intentions. Findings indicate participants choose a dominant interpretation when given mixed messages, and subsequent responses are based on the initial interpretation, such that evaluating a mixed message as an apology yielded more positive outcomes than those who interpreted the message in other ways. In addition to people’s diverse interpretations, organizations’ crisis communication strategies and the business type also significantly influenced the outcomes. The apology-interpreters showed more positive outcomes than those who were exposed only to apology for an automaker’s crisis. On the other hand, for a nonprofit organization’s crisis, those who were exposed to a simple denial message showed more positive outcomes than those who perceived the mixed message as a denial. Based on these findings, this study offers practical recommendations on when to use single messages versus mixed messages, along with the explanation of how these divergent strategies work.     

A Situational Perspective on Employee Communicative Behaviors in A Crisis: The Role of Relationship and Symmetrical Communication

ABSTRACT

This study investigates the intertwined effects of the employee-organization relationship (EOR), internal communication, and employees’ situational perceptions on individuals’ communicative behaviors – seeking and voicing – during periods of organizational crisis. Using the situational theory of problem solving (STOPS), the current study investigates employees’ cognitive reactions as well as how their communicative behaviors are affected by the pre-crisis EOR and organizations’ symmetrical communication effort in a crisis. An online survey was conducted with 410 full-time U.S. employees working in large corporations. Results indicated that a favorable pre-crisis relationship between an organization and its employees significantly affects how they perceive a crisis and their communicative behaviors. Employees’ perceived symmetrical communication strengthens the relationship between the pre-established relationship with employees and their crisis perceptions. Findings provide a comprehensive picture of the process by which the EOR directs employee behaviors in a crisis, as well as the positive effects of symmetrical internal communication. Theoretical and practical implications are discussed.     

Exploring the Perceptual and Behavioral Outcomes of Public Engagement on Mobile Phones and Social Media

Mobile technology and social media exert a substantial impact on our society and daily lives. Employing a survey of 633 college students in the United States, this study examined the effects of college students’ public engagement on mobile phones and social media on their organizational identification and attachment and positive electronic word-of-mouth (e-WOM) communication. Findings suggested that college students’ public engagement with mobile phones and social media significantly impacted their attachment toward and identification with the university. Moreover, this study found that students’ public engagement and university identification strongly predicted their positive e-WOM communication about their university. Furthermore, students’ mobile phone engagement indirectly influenced positive e-WOM communication through organizational identification. The theoretical and practical implications of this study were also discussed.     

Motivations,Consumption Emotions,and Temporal Orientations in Social Media Use: A Strategic Approach to Engaging Stakeholders Across Platforms

How to engage stakeholders effectively with different social media platforms is an important topic in strategic communication research. Grounded in uses and gratifications theory, consumption emotion theory, and temporal orientation framework, this study conducted an online survey among social media users in the United States (N = 940) to examine how individuals’ motivations, emotions, and temporal orientations in social media use might differ by multi-platform usage groups (i.e., Facebook+Instagram users vs. Facebook+Pinterset users). Our findings indicate that Facebook+Instagram users focus more on self-status seeking and entertainment, while Facebook+Pinterest users are more information-seeking driven and future-oriented. In addition, more optimism is detected among Facebook+Pinterest users. Implications for strategic communication theory development as well as insights for organization-stakeholder engagement on social media are discussed.     

Die Kritik der Politischen Ökonomie der Medien/Kommunikation: ein hochaktueller Ansatz

This debate article discusses how topical the approach of the Critique of the Political Economy of Media/Communication is today. The paper analyses the status of this field. At the international level, there is a longer tradition in the Critical Political Economy of Media/Communication, especially in the United Kingdom and North America. Since the start of the new crisis of capitalism in 2008, the interest in Marx’s works has generally increased. At the same time communicative and ideological features of societal changes’ unpredictable turbulences have become evident. This contribution introduces some specific approaches. It also discusses 14 aspects of why the complex, multidimensional, open and dynamic research approach of the critique of capitalism and society that goes back Marx’s theory remains relevant today.After an introduction (sect. 1), the article’s second section provides a brief introduction to the critique of the political economy of media/communication by presenting the understandings of this field advanced by Peter Golding/Graham Murdock and Vincent Mosco. It also points out that there have been single representatives of the Critique of the Political Economy of Media/Communication in the German-speaking world, but that this approach is largely forgotten in German media and communication studies. The article provides a brief introduction to Horst Holzer’s version of the critique of the political economy of media/communication: Holzer combined critical social theory and empirical social research in order to critically theorise and understand communication(s). He was critical of both systems theories of communication (e.?g. Niklas Luhmann) and theories of communicative action (Jürgen Habermas) and worked out foundations of an alternative approach that are grounded in Marx’s theory.The third section argues that Karl Marx is not just a critic of capitalism, but that his approach can also help us to ground a critical theory of communication. It stresses that there are many elements in Marx’s works that can help us to critically understand communication: critical journalism, limits on the freedom of the press, the analysis of the commodity form, the analysis of labour, exploitation, class, surplus-value, globalisation, crisis, modern technology, the General Intellect, communication, the means of communication, the contradiction between the productive forces and the relations of production, dialectics, ideologies, social struggles, and democratic alternatives.Sect. 4 provides an example of how to use the approach of the Critique of Political Economy for analysing concrete communication phenomena. After the 2011 Arab Spring, there were many discussions about the role of digital and social media in protests. Some observers claimed that we had experienced Facebook and Twitter revolutions. Others argued that such claims are technologically deterministic and that protests would not be a matter of communications, but of crowds gathering in the streets and occupying squares. Using the critique of the Political Economy of Media/Communication as framework, the OccupyMedia!-study analysed how activists used social media and how capitalist power and state power limited protest communication. It also explored the potential of alternative digital media in protest and the challenges that political economy posed for the establishment and use of such communications.The article concludes that the Critique of the Political Economy of Media/Communication is a fruitful, praxis-oriented approach for the empirical and theoretical analysis of contemporary communication(s). In the German-speaking world and in German media and communication studies, there has been unjustified fear of Marx. In addition, examples from the 1970s until today show that representatives of the Critique of the Political Economy of Media/Communication in the German-speaking world have had justified fears over being considered as Marxists.The future will show if new developments and attempts to advance the Critique of the Political Economy of Media/Communication in the German-speaking world will make a difference that makes a difference or not.     

Mobile Corporate Social Responsibility (mCSR): Examining Publics’ Responses to CSR-Based Initiatives in Natural Disasters

As social media use on mobile devices has been integrated in people’s daily lives, corporations began to target the publics on corporate social responsibility (CSR) activities on mobile devices. In the context of a natural disaster, this study examines how publics respond to CSR-based initiatives by way of mobile corporate social responsibility (mCSR), including gratifications, social media engagement, perceived CSR motives, and the relationship outcomes as associated with mCSR practice. An online survey was conducted by sampling with 1,433 nationally representative adults in the United States. Findings indicated that four broad types of gratification, such as technological convenience, social interaction, recreation, and information exchange, significantly influenced relationship outcomes such as satisfaction, commitment, distrust, trust, and control mutuality. Results also demonstrated that perceived CSR motives and social media engagement on mobile devices were significantly related to relationship outcomes, providing empirical evidence for the important role that potential mCSR communications can play in engaging publics and cultivating relationships during natural disasters.     

Aufstieg der Semiöffentlichkeit: Eine relationale Perspektive

In this theoretical contribution we reflect previous attempts to re-conceptualize the public sphere in a digital era and suggest an alternative perspective: to combine public sphere theory with relational sociology. By doing so, we are better able to understand the transformation of public spheres as a transformation of communicative relations within public spheres.In the past decades, scholars have addressed these transformations by mainly two strategies: a fragmentation and/or a conceptual extension of the public sphere. The first approach, fragmenting the public sphere concept, deals with the question if and how new publics emerge as a result of digital communication tools. It sees the “remnants” of the mass-mediated public sphere as only one of many new public spheres—and not necessarily as a central one in network societies, resulting in a differentiation of new types of public spheres. The second approach, extending the public sphere, focuses mainly on how digital communication technologies change traditional, mass-mediated publics. In this view, the multiple forms of digital communication add to the mass-mediated public sphere: The public sphere now contains the diversity of mass media, the Internet and mobile media. Thus, the public sphere now encompasses all forms of mediated communication, resulting in more complex structures.This contribution argues that the current “relational turn” promises new avenues to understand what changes within public spheres in a digital era. Relational sociology shares its roots with network theories, but it focuses on the edges, the links between nodes, thereby overcoming the nodocentrism of network approaches. Relations are seen as the constitutive elements, molecules of society and public spheres. In a relational paradigm, all analysis of public spheres begins with social relations. This means that it is no longer necessary to define a new “space” for new forms of interaction, such as virtual public spheres, digital public spheres or networked public spheres. Instead, we add new forms of interactions and social relations that constitute public spheres. In this view, social relations within public spheres are diversified, not public spheres as such. The argument continues with a discussion of different types of social relations: chains, triads and categorical pairs.In connection with public sphere theories, social relations can be differentiated as public, semi-public and private. Based on the notion that public communication, whether personal or impersonal, always requires an addressee beyond the closest circle of friends, family and acquaintances, public social relations are defined as relations containing strangers. In this perspective, private social relations take place between social entities that know each other and are shielded from strangers. Public social relations, on the contrary, take place between social entities that are (still) strangers to each other and, in principle, open for participation. If private social relations must not encompass strangers, and public social relations must encompass strangers, then semi-public social relations can encompass strangers: either as addressees or only as observers and otherwise passively involved social entities. Thus, semi-public social relations are delimited, as are private social relations (not open for everyone), but the demarcation is permeable for strangers. The public sphere contains only specific social relations based on communication: those that can encompass strangers and those that must encompass strangers. Thus, we can define the public sphere as a dynamic configuration of social relations of various types that encompass strangers.It is argued that with the waning dichotomy of public and private, semi-public social relations are a major consequence of the current transformations within public spheres. In connection with the different kinds of relations introduced above, we then discuss private, semi-public and public chains, triads and categorical pairs, illustrating them with examples.A focus on communicative relations that constitute public spheres allows to understand—across micro, meso and macro perspectives—how different platforms and their affordances impact the formation of social phenomena, e.?g., how protest publics emerge from low-threshold interactions and below the radar of mass media. Semi-public relations are key: Public spheres are no longer built only on addressing as many strangers as possible (in the form of an audience), as was and is the modus operandi of mass media. Social media enable individuals to communicate beyond their private networks: friends of friends, weak ties bringing visibility, relevance, reach for information from non-redundant, socially distant sources. Semi-public communicative relations enable the formation of protest groups from Facebook groups of friendship circles (e.?g., the German right-wing nationalist movement Pegida), proliferate “fake news” and stimulate public discourse through hashtags (e.?g., #metoo). A relational perspective of semi-public communication allows for a better understanding of viral phenomena. Due to the current transformations of the public sphere, we do not only experience more semi-public communication, but a diversification of semi-public communicative relations.     

Revisiting a Social Constructionist Approach to Crisis Communication– Investigating Contemporary Crises in China

ABSTRACT

The current study provides a social constructionist approach to crisis communication in the Chinese context. Crisis communication is viewed as a form of strategic communication, involving multiple stakeholders in situations that are dependent on context, space and time. This approach provides a much-needed path for investigating and understanding crisis communication practices in contemporary China. The distinct Chinese context for crisis communication, with both an authoritarian government structure and a digital transformation of society, challenges theories originally developed in the Western countries. To address this issue, this study proposes a three-theme analytical framework to examine crisis communication practices in the Chinese context: (1) an audience (or stakeholder) orientation—focusing sense-making, (2) a proactive and interactive approach—focusing communication, and (3) a community—focused approach—focusing a long-range precrisis perspective.     

Social Media Influencers in Strategic Communication: A Conceptual Framework for Strategic Social Media Influencer Communication

ABSTRACT

Strategic social media influencer communication has become a major topic in strategic communication. However, despite the growing relevance of this new strategic communication instrument, research has paid only limited attention to elaborating its basic concepts. In this article, we adopt a strategic communication perspective to develop a conceptual framework for strategic social media influencer communication. Particularly, we draw on research findings that identify the external resources social media influencers contribute to organization-influencer cooperation. We use these findings to systematically develop functional definitions of social media influencers and of strategic social media influencer communication. We define social media influencers as third-party actors who have established a significant number of relevant relationships with a specific quality to and influence on organizational stakeholders through content production, content distribution, interaction, and personal appearance on the social web. Subsequently, we define strategic social media communication as the purposeful use of communication by organizations or social media influencers in which social media influencers are addressed or perform activities with strategic significance to organizational goals. We then situate these definitions within the broader framework of strategic communication by discussing related concepts and by describing the strategic action field that has emerged around strategic social media influencer communication.     

Transnationale Öffentlichkeit in Europa: Forschungsstand und Perspektiven

Transnational public spheres are defined as spaces of thickened public, mediated political communication that extend beyond the national territory. Synthesizing the existing empirical literature, the emergence of transnational public spheres in Europe is assessed by looking at five potential driving forces of transnationalization: (1) transnational media in Europe, (2) different groups of actors as speakers in a Europeanized public sphere, (3) the Europeanization of national media debates, (4) the development of European media events, and (5) the emergence of Europeanized audiences and publics. Results show a recurring pattern of a multi-dimensional segmentation of the transnational public sphere. In conclusion, research perspectives are developed that focus on the transnationalization of public spheres as a multidimensional, long-term, structural and segmented process that is rooted in nationally circumscribed political discourse cultures.     

Struggling with New Media and Old Expertise: Reconstructing the Professional Role of Communication Consultancy

This study investigates how communication consultants struggle to reconstruct their professional role in the digital media landscape. The extant literature on professional roles in public relations has a tendency to render roles as static pregivens. Therefore, the purpose of this study is to contribute conceptually and empirically to role research by focusing on the process of “role-making” and how role actors purposefully engage in role construction in order to maintain legitimacy. The qualitative study of Scandinavian communication consultants reveals how these actors effectively refashion their role as expert advisors by describing the client and her problems, the competitors, their own knowledge and values. The role construct is supported by a narrative strategy and an epic storyline, where social media serves as a vehicle for self-definition and the consultancy role is framed and reinforced by social media. However, the jurisdictional claims of professional expertise and values that constitute the core of a consultant’s role construct are becoming increasingly difficult to sustain in a digital society. A critical reading of the consultants’ narrative thus implies that social media may in fact constitute a professional identity crisis rather than a consolidation of the expert role.