Canhoto, Ana Isabel; vom Lehn, Dirk; Kerrigan, Finola; … - In: Cogent Business & Management 2 (2015)
Social media content can spread quickly, particularly that generated by users themselves. This is a problem for businesses as user-generated content (UGC) often portrays brands negatively and, when mishandled, may turn into a crisis. This paper presents a framework for crisis management that...