Dr. Samar Ben Romdhane earned her Ph.D. in Public Communication in 2016 from Université Laval (Québec, Canada). She currently teaches graduate-level public relations courses, including Advanced Theories of Public Relations, Public Relations Research, Strategic Communication Planning. At the undergraduate level, she has taught courses such as Research Methods, Sociology of Media Studies, and Sociology of Identities at Moncton University in Canada. Other than examining the discursive and rhetorical dimensions of secularism, and multiculturalism in public policy, and addressing the role of digital platforms in shaping identities and networks, she developed new lines of research including emerging issues related to disinformation and fake news, sustainability narratives within organizational and mediated communication. Her scholarly work has been featured in academic journals and book chapters. Dr. Samar combines a professional experience in strategic communication and public affairs with her academic background. She has served as a Communication Advisor for the Department of National Defense and the Canadian Armed Forces and as a Senior Sociologist with the Director General Military Personnel Research and Analysis (DGMPRA) at Defense Research and Development Canada.
This study investigates how a pharmaceutical company's responses to patients' complaints regarding side effects affect social media users' evaluation of a paracrisis situation. An online study was conducted by simulating a real-world paracrisis situation in which patients petitioned about the serious side effects of a drug on the pharmaceutical company's Facebook page. Results showed that users who are actively engaged with social media reacted more positively when the pharmaceutical company proactively responded to a paracrisis situation. In particular, user engagement moderated the effects of company engagement on perceived crisis likelihood. In turn, perceived crisis likelihood mediated the interaction effects on users' intention to spread negative eWOM and purchase intentions. Thus, this study highlights the importance of proactive engagement by demonstrating the mitigating effects of precrisis engagement when an organization faces a potential crisis situation on social media. It adds theoretical implications to crisis communication literature and provides practical implications as to how online negative events might be managed to minimize negative consequences.