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The real-time power of Twitter: Crisis management and leadership in an age of social media

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  • Gruber, Daniel A.
  • Smerek, Ryan E.
  • Thomas-Hunt, Melissa C.
  • James, Erika H.

Abstract

This article focuses on crisis management and leadership by executives, boards, and institutions and applies research on resilience, power, and sensemaking in the analysis of the ousting and subsequent return of a chief executive by the board of directors. Insights are shared on the transparency of information, the power of social media, the role of leaders in a crisis, and the ability of different voices to be heard and exert influence in our social media age. This case study provides a set of recommendations for leadership and crisis management in the contemporary business environment by showing how a crisis can be fueled by social media. Twitter is analyzed as a source of real-time news and information, which can have a significant impact on organizations and their strategies. Furthermore, implications for new executives are highlighted, with a focus on how their initial sensemaking process shapes the ability to respond to a crisis.

Suggested Citation

  • Gruber, Daniel A. & Smerek, Ryan E. & Thomas-Hunt, Melissa C. & James, Erika H., 2015. "The real-time power of Twitter: Crisis management and leadership in an age of social media," Business Horizons, Elsevier, vol. 58(2), pages 163-172.
    • Handle: RePEc:eee:bushor:v:58:y:2015:i:2:p:163-172
    DOI: 10.1016/j.bushor.2014.10.006
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    References listed on IDEAS

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