Social media has become the communication channel of choice when companies and organizations are confronted with crisis situations or emerging events. Within this study, a single crisis situation is examined. The metal festival Wacken Open Air from 2015, organized by International Concert Service, has been chosen as a case study where heavy rain falls before the event led to a crisis event. The study gives insights into the usage of social media by International Concert Service and offers best practice examples of how to handle such difficult situations.
Scheiner, C. W., & Hüper, N. (2017). For those about to rock – social media best practices from wacken open air. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 10282 LNCS, pp. 362–378). Springer Verlag. https://doi.org/10.1007/978-3-319-58559-8_29