Diata12 Twitter Metrics of Corporate Crisis

Twitter Metrics of Corporate CrisisA Comparison of Two Cases Involving Qantas Nina Krüger Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz www.wi.uni-muenster.de/kuk

Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz02.04.2012 Titel der Präsentation 1

Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz The Case  Australian Airline • Employs 32.500 people • Carries up to 30 million passengers / year • 44 different countries  Public interest mirrors in Twitter  Monitoring “Qantas” from May 2011 to December 201102.04.2012 Titel der Präsentation 2

Research Group Communication and Collaboration Management Prof. Dr. Stefan StieglitzCrisis I Crisis II The eruption of the Chilean Qantas management choices in October 2011 volcano Puyehue on 4 June 2011 02.04.2012 Titel der Präsentation 3

Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz H1: Patterns on Twitter differ in corporate crisis (1) which arises from enterprise activities and(2) those which arise independently of companies activities (natural disaster). H2: We expect that the communicative strategies for the involvement of companies differ inthese communication situations. 02.04.2012 Titel der Präsentation 4

Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz The ashcloud-crisis02.04.2012 Titel der Präsentation 5

Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz The management choices-crisis02.04.2012 Titel der Präsentation 6

Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz The ashcloudThe stikes 02.04.2012 Titel der Präsentation 7

Research Group Communication and Collaboration Management Prof. Dr. Stefan Stieglitz Ashcloud Strikes Top8 nearly 50 Tweets Top13 naerly 125 Tweets02.04.2012 Titel der Präsentation 8

Research Group Communication and Collaboration Management Prof. Dr. Stefan StieglitzStieglitz, Stefan and Krüger, Nina, "Analysis of Sentiments in Corporate Twitter Communication –A Case Study on an Issue of Toyota" (2011). ACIS 2011 Proceedings. Paper 29.http://aisel.aisnet.org/acis2011/29 02.04.2012 Titel der Präsentation 9

Research Group Communication and Collaboration Management Prof. Dr. Stefan StieglitzContact:Westfälische Wilhelms-Universität Münster Prof. Dr. Stefan StieglitzDepartement of Information Systems Room 018Research Group Communication and Phone: +49 (0) 251 83-38115 Mail: stefan.stieglitz@uni-muenster.deCollaboration ManagementLeonardo-Campus 11D-48149 Münster Nina Krügerhttp://www.wi.uni-muenster.de/kuk Room 017 Phone: +49 (0) 251 83-38014 Mail: nina.krueger@uni-muenster.de fb.com/wikuk @wikuk youtube.com/wikukunims 02.04.2012 Titel der Präsentation 10

Diata12 Twitter Metrics of Corporate Crisis

by NinaKrueger

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