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/ http://journalarticle.ukm.my/11741/ http://journalarticle.ukm.my/11741/1/24434-71679-1-PB.pdf

id	ukm-11741
recordtype	eprints
spelling	ukm-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
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Kebangasaan Malaysia
building	UKM Institutional Repository
collection	Online Access
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/ http://journalarticle.ukm.my/11741/ http://journalarticle.ukm.my/11741/1/24434-71679-1-PB.pdf
first_indexed	2023-09-18T20:01:02Z
last_indexed	2023-09-18T20:01:02Z
_version_	1777406849782382592

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

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