The role of media and emotions in crisis communication due to natural disasters. An experimental study about Twitter, Facebook and ELCOMERCIO.com during the 2016 earthqueake in Ecuador

Patricia Henriquez-Coronel, Daniel Barredo-Ibanez, Juan-Pablo Trampuz

Research output: Contribution to journalArticlepeer-review

Abstract

This research chooses the 2016 Ecuador (Manabí) Earthquake as a case study of the crisis associated with the loss of the telecommunications service from Movistar Co. In this scenario an experiment was developed with 180 university students, in which the variables Type of Medium, and Involvement were manipulated; and three dependent variables were measured: Reputation, Secondary Crisis Reaction, and Secondary Crisis Communication. Results show CyberMedia is still more credible than Facebook and Twitter regarding crisis communication, and that participants who directly faced the consequences of the earthquake better evaluated the organizational reputation of Movistar and showed less secondary reactions, probably due to the reputation of Movistar prior to the earthquake and its social responsibility policies in the aftermath of it.
Translated title of the contributionEl papel del medio y de las emociones en la comunicación en crisis por desastres naturales. Un estudio experimental a partir de Twitter, Facebook y ELCOMERCIO.com durante el terremoto de Ecuador en 2016..
Original languageEnglish (US)
Pages (from-to)187-206
Number of pages20
JournalRevista Internacional de Relaciones Públicas
Volume8
Issue number16
DOIs
StatePublished - 2018

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