The Giffords shootings in Tucson: Exploring citizen-generated versus news media content in crisis management

This study expands on previously published research into the role citizen generated content plays in the coverage of crisis situations and discusses implications for public relations practitioners who must respond to this type of coverage. Using a content analysis of newspapers and the websites of cable and broadcast news networks, the authors explored the use of both official versus non-official sources and the use of citizen generated content during coverage of the January 2011 shootings in Tucson that injured Rep. Gabrielle Giffords (D-Ariz.) and 12 others, and killed six people. Results revealed reporters were more likely to use non-official sources. Reporters also were more likely to use non-official technology sources, or citizen generated content, than official technology sources such as web-based news releases and statements. This study finds additional support for the concept that crisis managers must learn to deal with reporters’ use of citizen generated content while also leveraging social media to control their organization's message during a crisis.

► This study expands on previous research on citizen generated content and crisis management.
► Reporters were more likely to use citizen generated content than official technology sources such as web-based news releases.
► The study offers additional support for the idea that crisis managers must deal with reporters’ use of citizen generated content while also using social media to control an organization's message during a crisis.