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Company Facebook and crisis signal: the case of Malaysian Airline companies

The rapid advancement of social media play a significant role in publicizing the corporate image and reputation of organizations. The type of information shared and method used by business corporations to disseminate information via social media have profound influence on the public’s perception tow...

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Main Authors: Nor'izah Ahmad,, Narimah Ismail,, Sharmini Abdullah,
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2018
Online Access:http://journalarticle.ukm.my/11741/1/24434-71679-1-PB.pdf
http://journalarticle.ukm.my/11741/
http://ejournal.ukm.my/mjc/issue/view/1075
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spelling my-ukm.journal.117412018-06-09T22:22:59Z http://journalarticle.ukm.my/11741/ Company Facebook and crisis signal: the case of Malaysian Airline companies Nor'izah Ahmad, Narimah Ismail, Sharmini Abdullah, The rapid advancement of social media play a significant role in publicizing the corporate image and reputation of organizations. The type of information shared and method used by business corporations to disseminate information via social media have profound influence on the public’s perception towards particular organizations. A study on Facebook of airlines using content analysis done by Grancay (2014) revealed that Airline Facebook pages contained only limited information and are not substitutes for airline websites. Furthermore, only 84 percent of airlines with Facebook provide the link to the websites. As such the questions posed are; what is the content of Facebook of Malaysian airlines? What kind of posts and nature of interactions occurs in Malaysian airlines Facebook? This article is based on a study conducted to examine the content and interactions of posts from Facebook of five selected Malaysian airlines – Malaysia Airlines, Air Asia, Firefly, Malindo Air and MASWing. Content analysis was used to identify the content of the postings and interactions provided by airlines on their official Facebook pages over a period of one month in October 2016, and determine possible issues that may contribute to the crisis in the companies. The findings showed the trend of airline companies Facebook posting was positive in nature and contain information about promotion, travel tips, entertainment and safety information. It was found that airline companies did not to give any response or feedback to their customers’ negative comments which may contribute to the crisis in the companies and thus considered a crisis signal. Penerbit Universiti Kebangsaan Malaysia 2018 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/11741/1/24434-71679-1-PB.pdf Nor'izah Ahmad, and Narimah Ismail, and Sharmini Abdullah, (2018) Company Facebook and crisis signal: the case of Malaysian Airline companies. Jurnal Komunikasi ; Malaysian Journal of Communication, 34 (1). pp. 270-283. ISSN 0128-1496 http://ejournal.ukm.my/mjc/issue/view/1075
institution Universiti Kebangsaan Malaysia
building Perpustakaan Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description The rapid advancement of social media play a significant role in publicizing the corporate image and reputation of organizations. The type of information shared and method used by business corporations to disseminate information via social media have profound influence on the public’s perception towards particular organizations. A study on Facebook of airlines using content analysis done by Grancay (2014) revealed that Airline Facebook pages contained only limited information and are not substitutes for airline websites. Furthermore, only 84 percent of airlines with Facebook provide the link to the websites. As such the questions posed are; what is the content of Facebook of Malaysian airlines? What kind of posts and nature of interactions occurs in Malaysian airlines Facebook? This article is based on a study conducted to examine the content and interactions of posts from Facebook of five selected Malaysian airlines – Malaysia Airlines, Air Asia, Firefly, Malindo Air and MASWing. Content analysis was used to identify the content of the postings and interactions provided by airlines on their official Facebook pages over a period of one month in October 2016, and determine possible issues that may contribute to the crisis in the companies. The findings showed the trend of airline companies Facebook posting was positive in nature and contain information about promotion, travel tips, entertainment and safety information. It was found that airline companies did not to give any response or feedback to their customers’ negative comments which may contribute to the crisis in the companies and thus considered a crisis signal.
format Article
author Nor'izah Ahmad,
Narimah Ismail,
Sharmini Abdullah,
spellingShingle Nor'izah Ahmad,
Narimah Ismail,
Sharmini Abdullah,
Company Facebook and crisis signal: the case of Malaysian Airline companies
author_facet Nor'izah Ahmad,
Narimah Ismail,
Sharmini Abdullah,
author_sort Nor'izah Ahmad,
title Company Facebook and crisis signal: the case of Malaysian Airline companies
title_short Company Facebook and crisis signal: the case of Malaysian Airline companies
title_full Company Facebook and crisis signal: the case of Malaysian Airline companies
title_fullStr Company Facebook and crisis signal: the case of Malaysian Airline companies
title_full_unstemmed Company Facebook and crisis signal: the case of Malaysian Airline companies
title_sort company facebook and crisis signal: the case of malaysian airline companies
publisher Penerbit Universiti Kebangsaan Malaysia
publishDate 2018
url http://journalarticle.ukm.my/11741/1/24434-71679-1-PB.pdf
http://journalarticle.ukm.my/11741/
http://ejournal.ukm.my/mjc/issue/view/1075
_version_ 1643738588394815488
score 13.211869

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