Is Facebook an effective crisis communication tool for companies?: an analysis of BP's Facebook usage after the oil spill in 2010

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dc.contributor Berger, Bruce K.
dc.contributor Leeper, James D.
dc.contributor Pasadeos, Yorgo
dc.contributor Zhou, Shuhua
dc.contributor.advisor Ki, Eyun-Jung
dc.contributor.author Ye, Lan
dc.date.accessioned 2017-03-01T17:11:51Z
dc.date.available 2017-03-01T17:11:51Z
dc.date.issued 2014
dc.identifier.other u0015_0000001_0001723
dc.identifier.other Ye_alatus_0004D_12090
dc.identifier.uri https://ir.ua.edu/handle/123456789/2172
dc.description Electronic Thesis or Dissertation
dc.description.abstract This dissertation was designed to explore the effects of Facebook in corporate crisis communication and the factors that contribute or hinder the effects with a focus on the British Petroleum's (BP) Deepwater Horizon oil spill crisis in 2010. Within the theoretical frameworks of the situational crisis communication theory, the attribution theory, and the social identity theory, this dissertation analyzed BP America's crisis communication messages and Facebook users' comments on BP America's Facebook page with a quantitative content analysis, and examined influence of congruence between Facebook users' comments and BP's messages on publics' perceived image of BP with an experiment. The content analysis results revealed that rebuilding strategies dominated BP's crisis response, and Facebook users were more likely to comment favorably when BP used accommodative strategies. The results also suggest that bolstering strategies and third party endorsement may not work as expected. The experimental results suggest that Facebook may have the potential to be an effective crisis communication tool in affecting publics' perceived image of an organization-in-crisis, and the effects of Facebook are limited to the strategies used by the organization, congruence between Facebook users' comments and the organization's messages, publics' precrisis attitudes toward the organization, and publics' perceived social connection to Facebook users. Theoretical and practical implications of this study were discussed.
dc.format.extent 147 p.
dc.format.medium electronic
dc.format.mimetype application/pdf
dc.language English
dc.language.iso en_US
dc.publisher University of Alabama Libraries
dc.relation.ispartof The University of Alabama Electronic Theses and Dissertations
dc.relation.ispartof The University of Alabama Libraries Digital Collections
dc.relation.hasversion born digital
dc.rights All rights reserved by the author unless otherwise indicated.
dc.subject.other Communication
dc.title Is Facebook an effective crisis communication tool for companies?: an analysis of BP's Facebook usage after the oil spill in 2010
dc.type thesis
dc.type text
etdms.degree.department University of Alabama. College of Communication and Information Sciences
etdms.degree.discipline Communication & Information Sciences
etdms.degree.grantor The University of Alabama
etdms.degree.level doctoral
etdms.degree.name Ph.D.


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