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AbstractThis study examines the induction of information technology and the use of image‐repair focused crisis response strategies on social media by Pakistan Railways amid a recent crisis. A mix‐method based content analysis (i.e., qualitative and quantitative) to investigate whether and if so, how Pakistan Railways used Benoit's suggested image restoration strategies on social media to repair its image among customers and in print media. Our results show that Pakistan Railways predominantly used reducing the offensiveness of event (40%), followed by corrective action (34.6%), evasion of responsibility (10.6%), denial (8%) and mortification (6.4%) strategies, respectively. In addition, the use of image‐repair focused crisis response strategies significantly varied by social media platform. An analysis of the publics' emotions found in their online comments reveals that, during the course of the organizational crisis communication, negative public emotions gradually subsided into ambivalent ones; and contrary to a highly negative newspaper coverage tone in the beginning of the crisis, the introduction of the Twitter handle has associated with more positive media coverage afterward. Theoretical and practical implications, especially the need for advancing social‐mediated crisis response effectiveness in developing countries, are discussed.

AbstractSince the COVID‐19 pandemic started, Asians, particularly those in Chinese communities, have faced increased discrimination and overt racism in addition to the virus itself. In this study, the authors examined social representations of COVID‐19 in mainstream newspapers. We evaluated 451 articles from three major publications representing three countries: China, the United States, and the United Kingdom. A qualitative thematic analysis, conducted through the lens of social representations theory (SRT) and its concept of cognitive polyphasia, revealed four major themes: (a) the virus' portrayal as a threat; (b) the racialization of COVID‐19 as a multi‐faceted threat; (c) calls for collectivization to curb the racialization of the virus; and (d) speculative solutions to end discrimination against Asians. Our results suggest that print media emphasize the idea that global efforts must be made to change how people think about, talk about, and understand the COVID‐19 pandemic.