000			01749nam a2200193 4500
999			_c52397 _d52397
003			OSt
005			20190808181045.0
008			190808b ||||| |||| 00| 0 eng d
100			_aKulkarni, Vaibhavi _934134
245			_aIs It the Message or the Medium? Relational Management during Crisis through Blogs, Facebook and Corporate Websites
300			_a743–756 p.
520			_aThis is a quasi-experimental study comparing three modes of communication during crisis to examine whether they lead to differences in perception of relational maintenance. Crisis communication by an airline company was marginally modified to mask the organization’s identity, following which participants were exposed to crisis communication through a Facebook page (n = 47), corporate blog entry (n = 58) or corporate media release (n = 50). Contrary to the existing literature, the study did not find any significant differences based on participants’ exposure to different mediums. However, participants relying on Facebook for information about the crisis reported a better understanding of the crisis. The study underscores the importance of perceived user control and familiarity with the medium in determining stakeholder perceptions. It also calls for additional empirical studies to investigate the effectiveness of social media vis-à-vis conventional communication routes, especially when the same information is presented through different
653			_aCrisis management
653			_aSocial media, _aBlogs _aFacebook
653			_aRelational maintenance
653			_aOnline communication
773	0		_029349 _975297 _aBANIK, ARINDAM _dNEW DELHI SAGE PUBLISHING PVT. LTD. _o55510583 _tGLOBAL BUSINESS REVIEW _x0972-1509
942			_2ddc _cJA-ARTICLE