The Use of Internet-Based Organization's Media and Social Media inHandling Crisis Communication: A Case Analysis of Samsung Galaxy Note7 Explosion

Dhyanayu Luthfia Almitra, Ummi Salamah

Research output: Contribution to conferencePaperpeer-review

Abstract

This study was conducted to analyze crisis communication strategy conducted by Samsung in handling Samsung Galaxy Note 7 explosion cases in the United States and South Korea occurred in August to October 2016. Samsung utilized internet-based organization's media such as website and social media Twitter as communication channel during and after the crisis. This study attempted to discover how effective Samsung's crisis communication through website and Twitter to address the global issues which threaten the company's reputation is. This study used content analysis method which is suitable for Samsung Galaxy Note 7 case. Content analysis is used to identify crisis and post-crisis communication strategies conducted by Samsung by utilizing website and social media Twitter. The data in this study are taken from the content of Samsung's Website and Twitter during and after the crisis. The findings of the study show that Samsung used the methods and strategies of crisis communication proposed by W. Timothy Coombs aimed at minimizing the negative impact of the crisis, striving to maintain the company's operations, and how to improve reputation after the crisis. Through Twitter, Samsung is also doing post-crisis communications by creating innovations as they learned from the crisis.
Original languageEnglish
Publication statusPublished - 2019
Event1st Indonesia International Graduate Conference on Communication (IGCC) 2017 - ID, Depok, Indonesia
Duration: 1 Jan 2022 → …

Conference

Conference1st Indonesia International Graduate Conference on Communication (IGCC) 2017
CountryIndonesia
CityDepok
Period1/01/22 → …

Keywords

  • Crisis; Crisis Communication; Crisis Response Strategy; Internet-Based Organization’s Media; Post-Crisis Communication, Social Media.

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