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PRESS RELEASES AND SOCIAL MEDIA IN CORPORATE CRISIS COMMUNICATION:: A COMPARATIVE CASE STUDY OF NORDEA AND SAMSUNG
Örebro University, School of Humanities, Education and Social Sciences.
2017 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This research looks at how corporates manage crisis communication using press releases and social media channels. It aims to find out how the case corporations Nordea and  Samsung executed their crisis communication during the years 2016 and 2017.The dissertation draws upon literature on organizational crisis and reputation. It also reviews how companies could possibly react to a crisis, how press releases are usually formatted, and finishes with utilization of social media during the crises.In 2016, Samsung became the center of a crisis by the exploding “Note7” phones and Nordea was being mentioned in the “Panama Papers” for tax evasion. The data of the crisis cases has been collected using online ethnography and analyzed with the support of interviews with four crisis specialists. The interviewees were asked semi-structure questions in order to analyze the data  from a professional perspective. The dissertation did not only cover the content used, but also studied which channels where used and the timing of the statements.The findings revealed that Samsung took the “Note7” case seriously and had a bigger quantity of crisis messaging than Nordea on the “Panama Papers” case. Based on the messages, Samsung’s crisis communication length was five months and Nordea’s four. Samsung’s crisis communication showed major gaps in their timeframe and Nordea’s was more coherent. Nordea used long press releases with complex language compared to Samsung’s advertisement and international style. Samsung used a lot of infographics in social media compared to Nordea’s factual messages.The dissertation is relevant in regard to previous studies on this subject, which have shown utilization of press releases and social media during a corporation crisis. Therefore, the  dissertation contributes with new empirical understanding.

Place, publisher, year, edition, pages
2017. , 80 p.
Keyword [en]
Corporate Crisis Communication, Social Media, Press Releases, Nordea, Samsung
National Category
Media and Communications
Identifiers
URN: urn:nbn:se:oru:diva-58765OAI: oai:DiVA.org:oru-58765DiVA: diva2:1128083
Subject / course
Medie- och kommunikationsvetenskap
Supervisors
Available from: 2017-07-21 Created: 2017-07-21 Last updated: 2017-10-18Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
  • html
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  • asciidoc
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