”Vi är minst lika upprörda och ledsna som ni” En kvalitativ fallstudie av Arlas kriskommunikation på Facebook
The purpose of this study is to examine how organizations are trying to rebuild their trust and reputation when they are communicating directly with their customers on social media in a crisis, and to examine how well the organization’s choice of crisis communication fits the crisis type. The aim is also to study how organizations are using the interactive functions on social media in their crisis
