Ideological framing in the public’s response to social media news on the Air India Flight 171 disaster

A language is a communication tool used in everyday life, including in social media, without using language, communication will not work properly. The use of language in social media is interesting because it can be observed as related to sentence structure which refers to syntax, morphology, semantics, phonology, and pragmatics. Therefore, the purpose of this research is to find out students' use of language on social media in terms of grammar and language variations. The research conducted is a descriptive analysis that will provide an overview of the phenomena studied with a qualitative approach based on observations of students' use of language on social media. The sample used in this study were 4 students of class X SMA Edu Global School who have accounts on Instagram and WhatsApp social media. The selection of this sample was done randomly. The instruments used were observation sheets for grammatical errors and observation sheets for language variations. The data collected was then analyzed descriptively to show an overview of students' use of grammar and language variations in social media. The results of observations on students' use of language on social media, it can be concluded that there are errors in the use of student grammar on social media, for example, errors in writing words and phrases, errors in the use of punctuation marks such as periods, errors in the concept of repeating words, rarely or never using capitalize the initial letters and use abbreviations for a word or errors in writing/typing. In addition, there are three language variations used by students on social media, namely: language variations between Indonesian and English, local languages, and slang; the use of non-formal language caused by using word abbreviations; and language variations caused by using forms of expression/onomatopoeia.Language is a communication tool used in everyday life, including in social media, without using language, communication will not work properly. The use of language in social media is interesting because it can be observed as related to sentence structure which refers to syntax, morphology, semantics, phonology and pragmatics. Therefore, the purpose of this research is to find out students' use of language on social media in terms of grammar and language variations. The research conducted is a descriptive analysis which will provide an overview of the phenomena studied with a qualitative approach based on observations of students' use of language on social media. The sample used in this study were 4 students of class X SMA Edu Global School who have accounts on Instagram and WhatsApp social media. The selection of this sample was done randomly. The instruments used were observation sheets for grammatical errors and observation sheets for language variations. The data collected was then analyzed descriptively to show an overview of students' use of grammar and language variations in social media. The results of observations on students' use of language on social media, it can be concluded that there are errors in the use of student grammar on social media, for example errors in writing words and phrases, errors in the use of punctuation marks such as periods, errors in the concept of repeating words, rarely or never using capitalize the initial letters and use abbreviations for a word or errors in writing/typing. In addition, there are three language variations used by students on social media, namely: language variations between Indonesian and English, local languages, and slang; the use of non-formal language caused by using word abbreviations; and language variations caused by using forms of expression/onomatopoeia.

The aim of this chapter is, therefore, to analyze and examine the role of classic crisis management strategy, planning, and tactics in a digital landscape of crisis communication, where far too rigid plans and guidelines seem to risk tying the hands of the crisis communicator. The chapter presents a qualitative case study of Scandinavian Airlines' work with social media in their crisis communication during the eruptions of the Icelandic volcano, Eyjafjallajökull, and the following closure of most of Europe's airspace from 15 to 20 April 2010. This chapter's main research questions are: (a) how did the involved crisis communicators combine today's possibilities for improvisation (via social media) with drilled strategies, tactics, action patterns and routines? And (b) how can we understand the concepts of classical strategy, planning and tactics in this new crisis communication context?

This study examines the intersection of sentiment discourse in news texts and user comments on Facebook Detikcom, focusing on government policies during the Covid-19 pandemic. The research explores institutional discourse in news articles that align with government narratives, while user comments reflect a spectrum of responses, from support to opposition. Using qualitative content analysis, this study applies critical discourse analysis (CDA) and sentiment analysis to examine linguistic strategies, ideological framing, and sentiment polarity. The data were taken from news texts and the comment section on Facebook Detikcom, collected through documentation and following several stages of observation, careful reading, selection, and classification. The findings show that social media transforms news consumption into a participatory discourse. This indicates that traditional narratives are challenged and reinterpreted by users. Sentiment clustering and engagement metrics further shape the visibility and influence of competing ideologies. This study contributes to digital discourse research by demonstrating that sentiment functions as an ideological tool in crisis communication. The analysis also highlights the evolving role of social media in public discourse and emphasizes the need for critical engagement with online news narratives and user-generated content.

Crisis and emergency risk communication lessons from the Elk River spill.

In this paper, secondary crisis communication have been analyzed with respect to the effects of traditional media vs new media tools during the times of crises. The results confirms the strong relationship between the variables of SMCC model- Social Mediated Crisis Communication model. As the model highlighted the importance of word of mouth during crisis time, the results testing the cognitive dimension of acquiring news and updates indicated that the major source of information about the true crisis that happened before conducting the research was “friends and family” and social media –via what’s app and BBM. When testing the affective dimension, comparing traditional media to social media in terms of trustworthiness, the traditional media won over social media. Word of mouth also plays an important role in evaluating news as trustworthy. The direct and indirect channels of communication that transfer information about crisis appeared in testing the behavioral component of the information processing, where information is processed either directly by the receiver through social media or traditional media, or indirectly via inactive users who receive information reported by followers via twitter or Facebook or what’s app. The above mentioned results point to the need to extend crisis communication theories and shed more light on the mediated role of social networking sites in crisis communication as a shift from one to many communication mode to many to many communication mode. There are many intervening variables in the process of new media crisis communication that need to be examined and experimented such as interpretations use experiences (Schultz et al.,2011) in addition to users’ evaluation of medium credibility and the overall communication environment. Integration of social media into crisis and risk communication is crucial for crisis management, but it needs to be well planned. Using social media has the advantage of gaining fast information that would reduce rumors, but it has to be well planned to gain trust and credibility Having a comparison of a non-crisis information seeking situation builds the credibility of the results in times information seeking during crisis situations. The findings of this study have practical implications when designing communication strategies for government and organizations during emerging crisis situations. Using social media would result in a more positive evaluation of the situation, and achieving higher levels of awareness when information dissemination is needed. Communication of consistent messages via social networking sites in line with traditional media forms could assist in limiting rumors and achieve news credibility.

Social media is a particular communication platform which has witnessed an exponential growth in use and influence in recent years, democratising the communication process, and offering risk communicators a way of putting into practice those principles which are advocated to be at the core of risk management and communication. However, little is known about stakeholders’ willingness to embrace this new form of communication in a food crisis. The current study presented an exploratory investigation of the opinions of Irish stakeholders on the position of risk communication in a crisis, with a particular focus on understanding what application social media may have. In-depth one-to-one interviews were carried out with key stakeholders holding frontline positions in managing and communicating about risk in the food sector in Ireland. The stakeholders identified risk communication as a central activity in a food safety crisis, driven by an obligation to protect both consumer health and the reputation of the Irish food sector. Stakeholders relied primarily on risk communication to disseminate information in a crisis so to educate and inform the public on a risk and to prevent confusion and alarmism; most did not explicitly value two-way risk communication in a crisis. The ability to effectively manage future crises may depend on stakeholders’ willingness to adapt to the changing communication landscape, namely – their willingness to adopt social media and use it effectively. The findings indicate that the stakeholders interviewed are appreciative of the need to engage with social media in times of a food safety crisis. However, most valued social media as a one-way channel to help spread a message and there was little reference to the interactive nature of this medium. Implications for integrating social media into crisis risk communication strategies are discussed.

PurposeThe use of social media in crisis communication is growing and spreading in an instantaneous speed. The social media technology enables immediate information sharing reaching millions of users on various social media platforms. This paper has gathered lessons learnt from the experiences of the Norfolk Fire and Rescue Service in the UK, the Oslo Police Operation Center in Norway, and from an extensive literature review on social media and crisis communication. This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The purpose of this paper was to gather best practices that can help crisis managers when attempting to use social media as a crisis communication tool.Design/methodology/approachThe paper had two cases with semi-structured interviews with representatives from two crisis management organizations (Norfolk Fire and Rescue Service in the UK dealing with safety and Oslo Police Operation Center in Norwa dealing with security). The empirical data were complemented by documentary analysis of the most up-to-date articles on social media in crisis communication.FindingsThe paper provides empirical insights about how to use social media as a crisis communication tool. The two case studies provide different ways to use social media (one-way communication tool and as a two-way information share). This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Some of the main “do’s” include building a relationship with the public prior to a crisis; being courteous, honest and transparent; being factual, accurate and credible; being timely in your messages during a crisis, etc. Some of the main “don’ts” include do not speculate; do not post personal opinions; do not post anything that could bring the organization into disrepute etc.Research limitations/implicationsBecause of the chosen research approach with two case studies complemented by a literature review, the research results may lack generalizability. Therefore, researchers are encouraged to test the guidelines provided and to further find other case studies.Practical implicationsThe guidelines including 18 “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool.Originality/valueThis paper fulfills an identified need to study how social media technology can play a major role in the response efforts of the crisis management community during a crisis. It also reveals the potential of using social media as an “information harvesting” tool and a tool for “rumor management”.

Local government units (LGUs) are at the forefront of the Philippine government’s COVID-19 pandemic response. One of their most important functions is crisis and risk communication to ease public fear, mitigate the damage caused by the pandemic, and promote the adoption of health and safety protocols to control the spread of COVID-19. However, only a few studies on local governments’ COVID-19 experience are present, and an in-depth study of the crisis and risk communication of Philippine LGUs has not been done yet. To fill this gap, this study investigated the communication strategies used by LGUs to inform, educate, and connect with the public during the pandemic, particularly in 2020–2021. It employed a mixed method approach consisting of desk review and cursory audit of national plans and policies on COVID-19, key informant interviews with representatives of the selected LGUs (Pasay, Manila, Caloocan, and Navotas), and social media search and content analysis of the COVID-19-related messages on the LGUs’ official Facebook pages. Results showed the use of traditional and modern communication channels in crisis and risk communication. Modern channels such as social media, virtual meetings and groups, and online messaging platforms were largely used and proved to be useful given mobility restrictions and the need for social distancing. Nevertheless, traditional channels remained an important communication strategy of the LGUs, particularly face-to-face communication whenever possible, printed IEC materials, and interpersonal channels on the ground, like barangay officials and health personnel. The effective and efficient conduct of the LGUs’ communication functions during the pandemic was affected by many challenges, such as the late receipt of official memos on new policies and guidelines from the national government, the fast-changing guidelines, inadequate training in science, risk, and crisis communication, insufficient resources, risk of COVID-19 to personal health, and discrepancies in the COVID-19 case reports. Found in all four LGUs was the absence of a communication plan and monitoring and evaluation system, which hindered them from systematically implementing their communication interventions, monitoring progress vis-à-vis objectives, and evaluating the effectiveness of their communication strategies. Also, while social media has been widely used, the LGUs failed to maximize its potential to correct fake news and increase their responsiveness to the public. Only 45 of the 6,787 COVID-19-related posts on the LGUs’ Facebook pages, or less than 1 percent, were posts intended to correct false information. Only one of the three LGUs responded extensively to public comments on its Facebook page. The analysis of the LGUs’ messages on Facebook also revealed a need to improve the clarity of their social media posts, which can be achieved by using the local language more, explaining and simplifying technical terms, and using more visual communication.

The involvement application and use of crisis and emergency management and communication are increasing rapidly. This study conducts a systematic literature review to identify the development of theoretical models in the area of social media crisis communication and management. The study aims to review and analyse the relationship of social media-based crisis communication in the context of crisis informatics and its taxonomy and the related crisis communication theoretical models to derive the challenges and limitations. A total of 207 articles were selected for the evaluation based on quality, relevancy, and contribution. The findings revealed that the situational crisis communication theory (SCCT) is the most dominant theory, followed by social-mediated crisis communication (SMCC) and integrated crisis mapping (ICM) models. The study identified theories such as the STREMII model, social media crisis management matrix/framework (SMSMF), and an interactive crisis communication model (ICCM) as emerging models. Moreover, the result of the finding shows that stakeholder interaction is an understudied field, while information reliability and processing for decision-making purposes, the wider application of social media sites, privacy issues, and how social media interaction can improve community resilience or build stakeholders relationships remain suitable topics for future research.

This study aims to analyze government communication during the Covid-19 pandemic through social media. This study uses qualitative methods and secondary data obtained through documentation techniques. The unit of analysis for this research is the official social media accounts and websites of the National Disaster Management Agency (BNPB), the Ministry of Health, the Ministry of Communication and Informatics, and the Covid-19 Task Force. The findings show that in the 2019-2020 pandemic, the government is experiencing stuttering and has not been able to carry out crisis communication properly through official social media, even though it already had regulations on crisis communication and management in disaster management. In the 2020-2021, the implementation of crisis communication through official social media can be seen with the Crisis and Emergency Risk Communication (CERC) model which integrates risk communication and crisis communication. Three communication indicators in social media have high scores: be right, be capable, and promote action. Meanwhile, 3 communication indicators in social media have low scores: be first, be emphatic, show respect. This shows that communication indicators related to the community are still lacking compared to communication indicators related to the government. Government apparatus must understand the operational level, not only the conceptual level.

In the era of globalization and the development of digital technology, cross-cultural and cross-linguistic interactions are intensifying, particularly among the younger generation. Social media has become a new space for shifting linguistic practices that reflect the dynamics of identity and power. This study aims to analyze the phenomenon of the use of Bahasa Indonesia by Malaysian youth on social media and its impact on Malay through the Critical Discourse Analysis (CDA) approach of Norman Fairclough's model. This study uses a qualitative method with a case study design, which examines data in the form of social media content and news articles related to changes in language use in online interactions of Malaysian youth. The results of the study indicate a significant shift in language use patterns, where Bahasa Indonesia, especially informal and slang varieties, are increasingly used in online communication, replacing the role of Malay in informal contexts. This process is influenced by exposure to social media and cross-border entertainment content, which creates a hybrid form of communication between the two languages. From a CDA perspective, this phenomenon illustrates the power and ideological relationship between Bahasa Indonesia and Malay, where Bahasa Indonesia is considered dominant in the digital realm, while Malay struggles to maintain its identity as the national language. These findings emphasize the need for a language policy that can balance the preservation of Malay with openness to the influence of other languages, and support the development of dynamic linguistic identities in the context of globalization.

This mixed‐methods study presents a comparative analysis of the use and perceived usefulness of Facebook and Twitter, among Swedish citizens and crisis communication professionals, as crisis communication tools and information sources. The use and perceived usefulness of Facebook and Twitter are not congruent and consistent between the two different groups, according to the overall study. Communication professionals, for example, report higher levels of perceived usefulness regarding Facebook's potential as a crisis communication tool than do the citizens. Taken together, the results show that researchers (within social media and crisis communication) and crisis managers both need to deal with the fact that social media is not a homogenous phenomenon with a single coherent role in crisis management and communication research and practice.

Local government units (LGUs) are at the forefront of the Philippine government’s COVID-19 pandemic response. One of their crucial functions is crisis and risk communication to ease public fear, mitigate the pandemic’s damage, and promote the adoption of health and safety protocols. However, only a few studies have examined LGUs’ COVID-19 experience, and no study has delved deeply into the crisis and risk communication strategies of Philippine LGUs. To fill this gap, this study investigated how LGUs communicated with their residents during the pandemic, particularly from 2020 to 2021, following the Crisis and Emergency Risk Communication model. It utilized a mixed method approach encompassing desk review, a cursory audit of national COVID-19 plans and policies, key informant interviews with representatives from Pasay, Manila, Caloocan, and Navotas, and a content analysis of COVID-19-related Facebook posts from these LGUs. The results revealed the LGUs’ lack of a strong preparation phase, highlighting their reactive approach to the pandemic. All four LGUs did not have a communication plan and a monitoring and evaluation system, which hindered the systematic implementation, monitoring, and assessment of their communication strategies. A closer look at their interventions showed that they used a combination of traditional, electronic, and digital communication channels. Digital channels, such as social media, virtual meetings and groups, and online messaging platforms, were largely used and proved useful amid mobility restrictions and the need for physical distancing. Traditional channels remained useful, particularly face-to-face communication whenever possible, printed materials, and interpersonal channels on the ground like barangay officials and health personnel. While social media was largely used, LGUs failed to maximize its potential to combat fake news and enhance their responsiveness to the public. The analysis of the LGUs’ Facebook messages indicated a need for clearer communication by using local languages more frequently, simplifying technical terms, and increasing the use of visual communication. Several contextual factors affected the LGUs’ communication functions during the pandemic. These included delays in receiving official memos on new policies from the national government, rapidly changing guidelines, difficulty in communicating a novel disease, inadequate training in science, risk, and crisis communication, insufficient resources, personal health risks of COVID-19, and spread of false information.

Political campaign rhetoric offers a rich context for fostering critical media literacy and civic reasoning in higher education. In the wake of Indonesia’s 2024 general election, campaign discourse has permeated digital platforms, shaping public perception and political engagement. This study applies Norman Fairclough’s dialectical-relational Critical Discourse Analysis (CDA) to online campaign materials published between November 2023 and February 2024. The research investigates how rhetorical strategies reflect power dynamics and ideological framing, while also exploring CDA’s applicability as a pedagogical tool in civic and media education. Analysis reveals recurring discursive patterns, including aggressive diction, strategic ambiguity, instrumental truth claims privileging practicality over evidence, and the erosion of empathetic or constructive language. These features often steer public narratives toward polarized, personality-driven debate formats, diminishing deliberative quality and civic trust. Findings underscore the civic implications of political discourse and support the integration of CDA-based tasks—such as metaphor audits, stance tracking, and ethical reframing—into curricula like SKOM4314 (Perencanaan Pesan dan Media). Positioned as both method and pedagogy, CDA enables students to critically engage with language, identify manipulative rhetoric, and produce evidence-based counter-discourse. The study contributes to discourse-analytic and educational scholarship by demonstrating how analysis of political language can directly inform instructional design aimed at strengthening democratic participation.

Crisis communication plays a critical role in ensuring the resilience of financial institutions, particularly in volatile economies such as Nigeria. This study examines the crisis communication strategies adopted by Nigerian financial institutions and their impact on organizational resilience. The study is guided by the Situational Crisis Communication Theory (SCCT), which explains how organizations strategically communicate during crises to protect their reputation and maintain stakeholder trust. The study aimed to identify the most commonly used crisis communication strategies in Nigerian financial institutions, assess the influence of these strategies on organizational resilience, examine key challenges in crisis communication management, and evaluate the role of social media in crisis communication effectiveness. To achieve these objectives, a mixed-methods approach was employed. Quantitative data were collected through structured questionnaires administered to 380 respondents across selected financial institutions. Qualitative data were gathered from semi-structured interviews with corporate communication managers, PR officers, and crisis management experts, along with content analysis of past crisis communication materials, including press releases and social media responses. Findings reveal that the most commonly used crisis communication strategies include official press releases, social media engagement, apology and damage control, and legal defensive statements. Notably, 80% of financial institutions utilize social media as their primary crisis communication tool due to its real-time engagement capabilities. Furthermore, the study found that institutions that implement transparent and proactive communication demonstrate higher resilience by maintaining customer trust and financial stability. However, key challenges such as misinformation control, delayed response time, lack of crisis communication training, inconsistent communication strategies, public skepticism, and regulatory constraints hinder crisis communication effectiveness. Based on these findings, the study recommends that financial institutions should develop a comprehensive crisis communication framework, enhance social media crisis communication strategies, invest in crisis communication training, and strengthen regulatory and industry collaboration. These measures will enhance crisis preparedness, improve response strategies, and ultimately strengthen organizational resilience.