Digital Crisis Management in Online News Media: How Organizational Response Strategies and Executive Communication Shape Public Sentiment in HuffPost Headlines

Authors : Abdullah Kürşat Merter, Yavuz Selim Balcıoğlu, Turhan Karakaya

Pages : 688-705

Doi:10.26466/opusjsr.1686345

View : 134 | Download : 112

Publication Date : 2025-08-04

Article Type : Research Paper

Abstract :Digital news cycles have collapsed the \\\"golden hour\\\" of corporate crisis response into mere minutes, yet evidence of how specific strategies fare in headline-driven online news media remains scarce. A comprehensive analysis was conducted on 31,877 HuffPost headlines published between 2012 and 2022, from which 1,047 items referring to organizational crises were identified, with a focused subset of 79 headlines that explicitly mention both the focal organization and its response strategy. Through mixed-methods content analysis, it was found that apology and corrective-action statements are more than twice as likely to attract neutral or positive headline framing compared to denial or blame-shifting messages. Executive visibility functions as an amplifier: CEO-fronted apologies increase neutral framing by 29 percentage points, whereas CEO-issued denials intensify negative framing by 15 points. Hierarchical regression analysis reveals that 48% of the variance in headline framing can be explained by strategy-crisis alignment, response timing (within 24 hours), transparency level, and executive involvement. Effects vary by industry, firm size, and prior reputation, with technology companies and high-reputation incumbents deriving the greatest benefit from transparent, executive-led apologies. The timeframe selection (2012-2022) captures the digital maturation phase in online news and encompasses significant evolution in crisis types. Based on these findings, organizations are recommended to prioritize accommodative strategies, respond within 24 hours, align strategy selection with crisis type, and strategically deploy executive voices. This study extends Situational Crisis Communication Theory to headline-level digital contexts and offers evidence-based guidance on effective crisis communication in the online news environment.
Keywords : Dijital Kriz İletişimi, Tepki Stratejileri, Yönetici Katılımı, Çevrimiçi Manşet Çerçeveleme, Paydaş Duyguları.

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