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Sustainability
Volume 13
Issue 23
10.3390/su132313015
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Article

Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises

by
Corina Buzoianu
* and
Monica Bîră
College of Communication and Public Relations, National University of Political Studies and Public Administration (SNSPA), 012244 București, Romania
*
Author to whom correspondence should be addressed.
Sustainability 2021, 13(23), 13015; https://doi.org/10.3390/su132313015
Submission received: 3 October 2021 / Revised: 2 November 2021 / Accepted: 5 November 2021 / Published: 25 November 2021
(This article belongs to the Collection SDGs in the Age of New Industrial Revolutions—Impacts, Trends, and Issues beyond the COVID-19 Pandemic)
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Abstract

The paper aims to explore new methods and practices for looking into crises in online environments by using social media listening tools and methods. Based on the case of two privately owned hospitals in Romania facing boycotts due to their response to the COVID-19 outbreak, we study the social media conversations on the topic, the emerging themes, the visibility triggered and the impact on the brand and actors involved. Drawing on a social media listening and crisis communication framework, our research looks to unveil the relationship between stakeholders’ expectations and brand promise, aiming to foresee predictive crisis communication and management models.
Keywords: crisis communication; social media listening; online environments crisis communication; social media listening; online environments

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MDPI and ACS Style

Buzoianu, C.; Bîră, M. Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises. Sustainability 2021, 13, 13015. https://doi.org/10.3390/su132313015

AMA Style

Buzoianu C, Bîră M. Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises. Sustainability. 2021; 13(23):13015. https://doi.org/10.3390/su132313015

Chicago/Turabian Style

Buzoianu, Corina, and Monica Bîră. 2021. "Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises" Sustainability 13, no. 23: 13015. https://doi.org/10.3390/su132313015

APA Style

Buzoianu, C., & Bîră, M. (2021). Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises. Sustainability, 13(23), 13015. https://doi.org/10.3390/su132313015

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