Government crisis communication on the microblog: a theory framework and the case of Shanghai metro rear-end collision

  • Authors:

  • Xiao Liang

  • Affiliations:

  • University at Albany, Albany, NY

  • Venue:
  • Proceedings of the 6th International Conference on Theory and Practice of Electronic Governance
  • Year:
  • 2012

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Abstract

Crisis brings various damages including a tarnished reputation. To protect and restore its reputation is an important task for a government agency in times of crisis. A microblog, which is attracting more and more public attention, can be used as a platform for the government to communicate with the public in order to manage its reputation in times of crisis. However, there is not enough research done in this area. In this paper, the author develops a general framework for a government agency to conduct crisis communication on the microblog. At the end of the paper, the case of a Shanghai City Metro rear-end collision is introduced to show how the government can use the framework to respond to a crisis.