Crisis Management on Social Media: A framework

Ludovico Bullini Orlandi, Fabio Fraticelli, Francesca Negri


Purpose. Scholars should investigate organization model of companies that successfully manage their Social Media presence, in every circumstance. The main purpose of our research is to provide a network perspective to the relevant topic of Social Media Crisis Management.

Methodology. Following an exploratory qualitative approach, Authors have conducted 5 in-depth interviews with key Informants (internal and external to the Company) designated to the task of “social media crisis management”, linked in a client/suppliers relationship. All the material has been reviewed through a content-analysis.

Findings. According to our preliminary research, many are the issues and the topics that companies and digital agencies/consultants must control in their collaboration to face a Social Media crisis. Even if the topic is compelling, many of those elements are unexpected and underestimate.

Practical implications. Managerial implications concern three different point of view: how companies and their suppliers interact in facing challenges online and how a network approach could be useful for Social Media Crisis Management.

Originality/value. From the best of our knowledge, this study could be the first in analysing how companies and agencies must be organized to face a crisis on Social Media. Moreover, it will allow investigating in an empiric way the sense making approach to the crisis management topic.


crisis management; social media; network management; multiple-case study

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