Document Type

Book Contribution

Publication Date



IGI Global




Social media platforms provide channels for both individuals and organizations to engage with global audiences. A successful social media message can reach millions and shape the way the public views a particular person, group, or cause. As organizations become more engaged with the public through social media platforms, a new area of organizational risk has also developed. It is possible for an organization to create a self-inflicted crisis through the unintentional transmission of a poorly worded or ill-conceived social media message. This type of self-induced crisis event creates organizational conflict that must be managed quickly. This chapter explores three cases of organizational conflict resulting from self-inflicted crisis events. All three events caused major conversations to erupt on social media platforms. The author examines the social media-based communication practices of three organizations and draws lessons from both successes and failures for how organizations should respond to self-inflicted crises.

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Communication Commons