Crisis Management in the Age of Social Media: a Case Study of Maxis Communication Berhad Malaysia

Tiew, Kim Hong (2018) Crisis Management in the Age of Social Media: a Case Study of Maxis Communication Berhad Malaysia. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

Maxis Communication Berhad is one of the leading telecommunication service provider in Malaysia. However, crisis might happen to any organization regardless of how successful it is. This study is about Maxis 2016 Social Media Crisis and the objective of this study is to find out which crisis response strategies are used the most in the Maxis 2016 Social Media Crisis by looking at Maxis’ Facebook Official Page, to investigate the reactions of the public to each crisis response strategy by looking into the top 20 comments of each posts and the relationship between crisis response strategies and the reactions it created by the public. The researcher uses content analysis to study the research question. Researcher will be using qualitative method to conduct this study to get more in-depth information. This study also helps other organizations know which crisis response strategies are more likely received positively by the public. The findings of the results prove that the way organizations, especially telecommunication companies, respond to social media crisis is essential to decide the faith of the organization, whether it improves the reputation of the organization or it causes the downfall of it.