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Social Media Hype In Times Of Crises: Nature, Characteristics And Impact On Organizations, Augustine Pang
Social Media Hype In Times Of Crises: Nature, Characteristics And Impact On Organizations, Augustine Pang
Research Collection Lee Kong Chian School Of Business
This article extends Vasterman’s (2005) concept of media hype by analyzing how it applies in the social media context. It then develops the concept of social media hype, its nature, characteristics through examination of five cases that attracted much social media attention. Social media hype can be defined as a netizen-generated hype that causes huge interest that is triggered by a key event and sustained by a self-reinforcing quality in its ability for users to engage in conversation. It involves a trigger event, followed by interest waves, and sustaining of the interests on different social media platforms. In response, organizations …
Derailed: Communicating Singapore’S Mass Transit Crises [Case Study], Pang, A.
Derailed: Communicating Singapore’S Mass Transit Crises [Case Study], Pang, A.
Research Collection Lee Kong Chian School Of Business
The case: In December 2011, one of Singapore’s main mass transit rail lines came to a standstill for several hours on two separate days. While occasional public transport breakdowns are unavoidable, the rail operator came under intense criticism for its poor handling of the incidents, including its failure in crisis communication. Its value: This case can be used to illustrate a number of perspectives and concepts from the literature on crisis and organisational communication. Of particular contemporary interest is what the case shows about how communication technologies, including social media, should and should not be used by organisations.