Deepen your knowledge with carefully selected resources.

5.1: Bishop, J. (2014) ‘Representations of “trolls” in mass media communication: A review of media-texts and moral panics relating to “internet trolling”’, International Journal of Web Based Communities, 10 (1), p. 7. doi: 10.1504/IJWBC.2014.058384.

Description: For more on trolls including a typology of different types

5.2: Schau, H.J. and Gilly, M.C. (2003) ‘We are what we post? Self-presentation in personal web space’, Journal of Consumer Research, 30, pp. 385–404.

Description: Research into why people post on social media within constructs of self-presentation

5.3: Gregoire, Y., Salle, A. and Tripp, T.M. (2015) ‘Managing social media crises with your customers: The good, the bad, and the ugly’, Business Horizons, 58 (2), pp. 173–182. doi: 10.1016/j.bushor.2014.11.001.

Description: How to identify and manage complaints in online communities, useful and practical approach.

5.4: Kozinets, R.V. (2012) Netnography. London: SAGE.

Description: Background to the construct of netnography with advice on how this works

5.5: Ulmer, R.R. (2018) Effective Crisis Communication, Moving From Crisis to Opportunity, 4th edn. Thousand Oaks, CA: SAGE.

Description: From time to time things go badly wrong and an issue becomes a crisis. For this you need expert help and can discover more with this textbook