إدارة اتصال الأزمات في الفضاء الرقمي : دراسة حالة أزمة شركة تويوتا للسيارات

الملخص EN

This research paper aims to study how to employment the digital space which we mean it the Internet and social media as new means of com- munication and interactive multime- dia in crisis communication manage- ment .

For that we choose to show the experience of Toyota Motor Company in use this space to com- municate with its external audiences and how it managed the crisis which suffered in end of 2009 and beginning of 2010 .

Our study concluded that the responsible of crisis communication management at Toyota Company firstly used the website and email to follow the development of the crisis, then offered the opportunity to cus tomers of Toyota for direct dialogue (chat ) , Who also managed to communicate with them through many pages on various social media , especially Face book, Twitter and This research paper aims to study how to employment the digital space which we mean it the Internet and social media as new means of com- munication and interactive multime-